About this role
- To produce an outstanding guest experience within the outlet concept by managing a service team.
- The Assistant Room Service Manager provides a courteous, professional and efficient service in accordance with the outlet, hotel and Kempinski standards, driving sales and maximises profit.
- The Assistant Room Service Manager must grow into the position of Room Service Manager.
- Responsible to Room Service Manager.
- Responsible for Room Service Supervisor, Order Taker, Waiter / Waitress.
- Set an example by reporting to duty punctually wearing business attire according to the hotels dress code & Kempinski grooming standards, maintaining a high standard of personal appearance and hygiene at all times.
- Assist in leading the Room Service efficiently in costs and expenses, constantly delivering the highest quality as well as driving high top line revenue and profit.
- Provide a professional and courteous service at all times and ensure that all employees of the assigned outlet follow the example.
- Ensure that the place of work and surrounding area is kept clean and organised at all times.
- Act as a Manager in duty in the absence of the Room Service Manager in the outlet.
- Understand thoroughly the concept of the outlet and assume training responsibilities as requested by Room Service Manager.
- Have an understanding of the monthly profit and loss statement of the department.
- Conduct all outlet meetings in the absence of the Room Service Manager.
- Perform up selling for all items offered by the department assigned as well as offering alternatives.
- Assist in communication within the outlet and to attend daily/weekly outlet meetings with the Culinary Team and fostering teamwork to constantly develop the Room Service for more success.
- Attend and contribute to necessary staff meetings, departmental trainings and hotel initiated trainings scheduled.
- Assist in producing reports and analysis of the outlet and attend in the monthly performance meeting.
- Assist in leading the outlet efficiently in cost and expenses, constantly delivering the highest quality as well as driving high top line revenue and profit.
- Be knowledgeable to operate the existing POS system based on the trained responsibility level as assigned in the department.
- Have the knowledge and understanding to explain and perform upselling for all items offered by the department assigned as well as offering alternatives.
- Plan daily routine checklist and station division according to the work schedule.
- Assist the Room Service Manager to produce outlet-specific reports and analysis for the monthly performance meeting.
- Attend and contribute to all staff meetings, departmental trainings and hotel initiated trainings.
- Attend all required trainings as described by the department.
- Attend daily pre-shift meetings to employees on preparation, guest profile, service and menu served.
- Report incidents that require disciplinary actions immediately to the Room Service Manager.
- Coordinate the review of outlet’s operations manual updates annually as requested by the Room Service Manager.
- Support activities and cooperation with the suppliers.
- Assist in carrying out scheduled inventories of products and operating equipment.
- Undertake reasonable tasks and secondary duties as appointed by the Head of Department.
- Respond to any changes in the department as dictated by the hotel management.
- Handle guest enquiries and complaints in the outlet in a courteous and efficient manner and report to Head of Department / Assistant Head of Department ensuring that the follow up is performed with the guest.
- Ensure that the opening and closing procedures established for the outlet are followed.
- Act as Food & Beverage Duty Manager during the absence of the Food & Beverage Head of Department and Assistant Head of Department.
- Assign responsibilities to subordinates implementing a multi-tasking principle and check their performance periodically.
- Attend all daily/weekly Food & Beverage Meeting in the absence of the Room Service Manager.
- Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.