Additional Information: This hotel is owned and operated by an independent franchisee, Archer Hotel Management Limited. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
Second-level management position, supporting and responding to the daily operations in Room Service under the command of the current Manager. The position directs, trains and assists employees to follow standards in the delivery of food and beverages to guest rooms and hospitality suites. The position helps ensure guest and employee satisfaction while maintaining the operating budget. Strengthens the food and beverage/kitchen team by assisting at other outlets when needed.
Job Description:
Managing daily room service operations
• Collaborates with the Manager in the supervision of the daily operations of the corporation and the team, ensuring the follow-up and reporting of all decisions and activities.
• Supervise and manage employees. Manage all day-to-day operations. Understands employees' positions enough to perform duties in the employees' absence.
• Ensures that property policies are administered fairly and consistently.
• Communicates areas that need attention to staff and follows up to ensure follow-up.
• Oversees daily shift operations and ensures compliance with all Room Service policies, standards, and procedures.
• Oversees staffing levels to ensure guest service, operational needs, and financial goals are met.
Leading Room Service Team
• Uses interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial and business decision-making; demonstrates honesty/integrity; Lead by example.
• Foster and foster mutual trust, respect, and cooperation among team members.
• Serves as a role model for demonstrating appropriate behaviors.
• Provides guidance and guidance to subordinates, including setting performance standards and tracking performance.
• Develop specific goals and plans to prioritize, organize, and carry out your work.
• Ensures and maintains the level of employee productivity.
• Provides the leadership, vision, and direction necessary to gather and prioritize departmental objectives in an efficient and effective manner after reviewing those objectives with the Manager.
• Celebrate successes and publicly recognize team members' contributions.
• Communicates performance expectations according to the job descriptions for each position.
• Ensures regular and ongoing communication with employees to raise awareness of business goals, communicate expectations, recognize performance, and produce desired results.
• Establishes and maintains open and collaborative relationships with employees and ensures that employees do the same within the team.
• Observe employees' service behaviors and provide feedback to people.
• Solicits employee feedback, uses an "open door" policy, and reviews employee satisfaction results to identify and address issues or concerns.
• Strives to improve service performance.
• Monitors employee service behaviors and provides feedback to individuals.
Room Service Financial and Budget Goals
• Comprises budgets, operating statements, and payroll progress reports as needed to assist in the department's financial management.
• Participates in the management of the department's controllable expenses to meet or exceed budgeted targets.
Ensuring exceptional customer service
• Offers services that go above and beyond for customer satisfaction and retention.
• Improves service by communicating and helping people understand customer needs, providing guidance, feedback and individual advice when needed.
• Manages daily operations, ensures quality, standards and compliance with daily customer expectations.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Empower employees to provide excellent customer service.
• Engage with customers to get feedback on product quality and service levels
• Interact with customers, either over the phone or by accompanying the waiter during meal delivery, to get feedback on product quality, service levels, and overall satisfaction.
• Set a positive example for customer relationships.
• Manages guest issues and complaints.
• Participates in the employee performance appraisal process, providing feedback as needed.
• Conducting human resources activities
• Identifies the development needs of others and coaching, mentoring, or otherwise assisting others to improve their knowledge or skills.
• Identifies the educational needs of others, develops formal education or training programs or classes, and teaches or instructs others.
This company is an equal opportunity employer.
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