Room Service Manager

Description

ESSENTIAL JOB FUNCTIONS

Maintain complete knowledge of and comply with all departmental and hotel policies, service procedures and standards. Maintain standards in compliance with AAA, Mobil and Preferred Hotels.

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

Anticipate and remain aware of guests' needs; respond promptly and acknowledge all guests, however busy and whatever time of day.

Maintain positive guest relations at all times.

Be familiar with all hotel services/features and local attractions/activities in order to respond to guest inquiries accurately.

Resolve guest complaints, ensuring guest satisfaction. Utilize Critical Moments of Service if applicable.

Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Maintain complete knowledge of:

• all liquor brands, beers and non-alcoholic selections available in restaurant.
• the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
• designated glassware and garnishes for drinks.
• all menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices.
• daily menu specials, 86'd items.
• dining room layout, table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range, and dress code and manual system procedures.
• daily house count, arrivals/departures, VIPs.
• scheduled in-house group activities, locations and times.

Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.

Check storage areas for proper supplies, organization and cleanliness. Instruct designated associate to rectify any cleanliness/organization deficiencies.

Establish par levels for food and beverage supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

Requisition linens required for business and assign associate to transport such to the Restaurant.

Meet with the Chef to review daily specials and 86'd items; update special board throughout shift. Ensure that associates are aware of changes.

Periodically check with the Front Desk to review updates on house count and arrivals.

Assist in preparing weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.

Ensure that staff members report to work as scheduled. Document any late or absent associates.

Coordinate breaks for staff. Document any call offs or no shows in log.

Assign work and side duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift.

Monitor the preparation of station assignments and side work, ensuring compliance to departmental standards.

Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

Inspect grooming and attire of staff; rectify any deficiencies.

Inspect, plan and ensure that all materials, equipment and service carts are in complete readiness for service; rectify deficiencies with respective associate. Document counseling as necessary.

Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective associate.

Inspect in-room dining table set-ups; check for cleanliness, neatness and agreement to departmental standards; rectify deficiencies with respective associate.

Inspect all aspects of the environment ensuring compliance with standards of cleanliness and order. Direct respective associate to rectify deficiencies.

Ensure that the area is clean, organized and stocked with designated supplies.

Check side stations, ensuring agreement to standards of cleanliness, supply of stock and organization.

Check the status of all orders and ensure that they are delivered within designated timelines.

Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas.

Assist associates with their job functions to ensure optimum service to guests.

Answer telephone according to Peabody Service Excellence® practices.

Handle void checks in accordance with Accounting procedures.

Assist servers with expediting problem payments. Ensure all cashiering procedures are processed in compliance with Accounting standards.

Issue manual checks when the system is down and ensure accountability of such.

Run system closing reports and ensure that all servers' checks are closed before they sign out.

Ensure all closing duties are completed before associates sign out.

Provide feedback to associates on their performance. Handle disciplinary problems and counsel associates according to hotel standards. Document counseling as necessary.

Foster and promote a cooperative working climate, maximizing productivity and associate morale.

Prepare and submit daily/weekly payroll and tip distribution records.

Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.

Document pertinent information in department log book.

Complete all paperwork and closing duties in accordance with departmental standards.

Review status of assignments and any follow-up action with on-coming supervisor.

Responsible for interacting and receiving feedback from guests.

Keep communications open with in the department on all levels.

Assist in keeping a professional and respectful workplace.

Responsible for training and development of associates.

Prepare and administer timely Performance Evaluations according to hotel standards.

SECONDARY JOB FUNCTIONS

1. Assist with monthly departmental meetings.
2. Attend designated meetings, menu and wine tastings.
3. Access all functions of the POS system in accordance to specifications. Restock journal tape and change ribbons as needed.

Requirements

ESSENTIAL JOB FUNCTIONS

Maintain complete knowledge of and comply with all departmental and hotel policies, service procedures and standards. Maintain standards in compliance with AAA, Mobil and Preferred Hotels.

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

Anticipate and remain aware of guests' needs; respond promptly and acknowledge all guests, however busy and whatever time of day.

Maintain positive guest relations at all times.

Be familiar with all hotel services/features and local attractions/activities in order to respond to guest inquiries accurately.

Resolve guest complaints, ensuring guest satisfaction. Utilize Critical Moments of Service if applicable.

Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Maintain complete knowledge of:

• all liquor brands, beers and non-alcoholic selections available in restaurant.
• the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
• designated glassware and garnishes for drinks.
• all menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices.
• daily menu specials, 86'd items.
• dining room layout, table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range, and dress code and manual system procedures.
• daily house count, arrivals/departures, VIPs.
• scheduled in-house group activities, locations and times.

Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.

Check storage areas for proper supplies, organization and cleanliness. Instruct designated associate to rectify any cleanliness/organization deficiencies.

Establish par levels for food and beverage supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

Requisition linens required for business and assign associate to transport such to the Restaurant.

Meet with the Chef to review daily specials and 86'd items; update special board throughout shift. Ensure that associates are aware of changes.

Periodically check with the Front Desk to review updates on house count and arrivals.

Assist in preparing weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.

Ensure that staff members report to work as scheduled. Document any late or absent associates.

Coordinate breaks for staff. Document any call offs or no shows in log.

Assign work and side duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift.

Monitor the preparation of station assignments and side work, ensuring compliance to departmental standards.

Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

Inspect grooming and attire of staff; rectify any deficiencies.

Inspect, plan and ensure that all materials, equipment and service carts are in complete readiness for service; rectify deficiencies with respective associate. Document counseling as necessary.

Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective associate.

Inspect table set-ups; check for cleanliness, neatness and agreement to departmental standards; rectify deficiencies with respective associate.

Inspect all aspects of the restaurant environment ensuring compliance with standards of cleanliness and order. Direct respective associate to rectify deficiencies.

Ensure that the Host(ess) stand is clean, organized and stocked with designated supplies.

Review the reservation book, pre-assigned designated tables and follow up on all special requests.

Ensure that specified amount of menus and wine lists are available and in good condition for each meal period. Ensure that daily specials are inserted into each menu.

Check the pick-up station and side stations, ensuring agreement to standards of cleanliness, supply of stock and organization.

Greet and escort guests to their tables according to departmental procedures. Ensure that tables are seated to best service the guests.

Anticipate heavy business times and organize procedures to handle extended waiting lines.

Check the status of all orders and ensure that they are delivered within designated timelines.

Monitor and ensure that all tables are cleared and reset according to department procedures.

Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas.

Assist associates with their job functions to ensure optimum service to guests.

Answer telephone according to Peabody Service Excellence® practices.

Handle void checks in accordance with Accounting procedures.

Assist servers with expediting problem payments. Ensure all cashiering procedures are processed in compliance with Accounting standards.

Issue manual checks when the system is down and ensure accountability of such.

Run system closing reports and ensure that all servers' checks are closed before they sign out.

Ensure all closing duties are completed before associates sign out.

Provide feedback to associates on their performance. Handle disciplinary problems and counsel associates according to hotel standards. Document counseling as necessary.

Foster and promote a cooperative working climate, maximizing productivity and associate morale.

Prepare and submit daily/weekly payroll and tip distribution records.

Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.

Document pertinent information in department log book.

Complete all paperwork and closing duties in accordance with departmental standards.

Review status of assignments and any follow-up action with on-coming supervisor.

Responsible for interacting and receiving feedback from guests.

Keep communications open with in the department on all levels.

Assist in keeping a professional and respectful workplace.

Responsible for training and development of associates.

Prepare and administer timely Performance Evaluations according to hotel standards.

SECONDARY JOB FUNCTIONS

1. Assist with monthly departmental meetings.
2. Attend designated meetings, menu and wine tastings.
3. Expedite on floor or in Kitchen as business demands.
4. Update POS menu changes.
5. Take, record and confirm restaurant reservations/cancellations in accordance with departmental standards.
6. Access all functions of the POS system in accordance to specifications. Restock journal tape and change ribbons as needed.
7. Assist in updating wine list and vintages.