Job Summary:
Responsible for room service operations in the food & beverage department and ensure maximum guest satisfaction and profit contribution.

The job scope includes performing the related position tasks of handling all four buildings of Hotel, Office Tower, Residence and
apartment which are directly managed by the Hotel Management.

Duties & Responsibilities:
1. Ensures that scheduled employee arrive and leave on time and are in correct uniforms and properly groomed.
2. Ensures all room service employees handles the phone properly.
3. Ensures that Order taker procedures are performed properly in accordance to required standard.
4. Ensure all food delivery to rooms is accordingly within standard time.
5. Supervises the Door knob and pick time procedures are duly performed.
6. Supervises “Table & Tray Pick Up” system to ensure no equipment are left at corridors at any time.
7. At all time, try to up-sell or seek new business leads with host.
8. Monitors and take corrective steps to reduce misuse and breakage of china, glassware, linen and supplies.
9. Familiarizes all F&B products and prices including miscellaneous charges.
10. Conducts monthly stock takes of all operating equipment and supplies.
11. Liaises with Steward in the cleaning and burnishing of all silverwares.
12. Be courtesy and efficiency on the part of all employees through on-going training.
13. Ensures all food and beverage items served to guests are of the highest standard and presentation.
14. Be attentive in checking quality of food and beverage service.
15. Ensures all back of house areas are cleaned and equipment stocked
16. Handles customer concerns and complaints with concern and understanding according to Hotel standard.
17. Actively solicits guest feedback in order to seek continual improvement in service and to ensure guest satisfaction.
18. Communicates all comments and feedback from guests and employee to the Restaurant Manager.
19. Ensures all special guest requests are followed through to the relevant departments, and charges are raised accordingly e.g. Cake, Flower, Champagne Orders.
20. Take appropriate action to resolve guest complaints.
21. Assists the Restaurant Manager with the initial and ongoing on the Job Training to ensure that employees have the necessary skills to perform their job efficiently and effectively.
22. Attends meetings as required.
23. Implement opportunities for quality Team Building.
24. Assists in preparation of work schedules and annual leave schedules within budget, business expectations and guidelines of the appropriate industrial legislation.
25. Ensure compliance of Lost & Found procedures.
26. Prevent and resolve grievances.
27. Resolve disputes.
28. Discipline staff when necessary.
29. Facilitate multiskilling.
30. Supervise associate’s performance.
31. Seek opportunities to continually improve guest service, by reporting guest comments.
32. Promote the hotel products and services.
33. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
34. Adhere to the hotel’s security and emergency policies and procedures.
35. Log security incidents and accidents in accordance with hotel requirements.
36. Adhere to hotel cleaning and maintenance programs.
37. Ensure a high level of cleaning is maintained in your work area.
38. Ensure all reporting and servicing deadlines are met on a timely basis.
39. Carry out other tasks as directed by your supervisors.

Job Knowledge / Skill:
1. Good knowledge of Room Service operation.
2. Basic Computer skills and Micros knowledge
3. Very communicative English
4. Supervisory and Training skill
Education:
Minimum High School or can be replaced by adequate experience.

Experience:
Minimum 2 years as Waiter/ Waitress and 1 year as supervisor.


Additional Skill required:
Driving.