Room Service Manager

Job description / Role

To produce an outstanding guest experience within the Room Service and in-room-dining concepts by managing a service team in cooperation with the culinary team. The Room Service Manager provides a courteous, professional and efficient service in accordance with the outlet, hotel and Kempinski standards, driving sales and maximising profit.

Kempinski Hotel Mall of the Emirates

A luxurious alpine retreat in the heart of the desert, Kempinski Hotel Mall of the Emirates is a landmark Dubai hotel and one of Kempinski's most unique city properties. It combines exciting shopping, entertainment and dining options with lavish accommodation, including 15 spacious but cozy ski chalets overlooking Ski Dubai.

Key Responsibilities:

- Reports to Head of Department / Assistant Head of Department.
- Responsible for Assistant Room Service Manager, Room Service Order Takers, Room Service Waiters / Waitresses, Minibar Attendants.
- 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.
- Provide a professional and courteous service at all times and ensure that all employees of the Room Service outlet follow the example.
- Ensure that the place of work and surrounding area is kept clean and organised at all times.
- Execute and demand the team to execute the highest level of service and set-up standards at all times.
- Be knowledgeable of all services and products offered by the hotel.
- Set an example in terms of service and product knowledge.
- Actively participate in Room Service menu design in cooperation with the Culinary Team, Bar Manager and Chef Sommelier / Sommelier.
- Organise tastings of new Room Service menus for Room Service employees.
- Perform up selling for all items offered by the department assigned as well as offering alternatives.
- Be knowledgeable to operate the existing POS system based on the trained responsibility level as assigned in the department.
- Produce reports and analysis of the outlet and present report in the monthly performance meeting.
- Lead the Room Service Outlet efficiently in cost and expenses, constantly delivering the highest quality as well as driving high top line revenue and profit.
- Assist in preparation of the Room Service budget.
- Assist the Culinary Team with the planning of the amenities.
- Execute the distribution of the amenities as the per the amenity plan.
- Handle the Minibar operations as per hotel's standards.
- Conduct monthly inventory of operating supplies and equipment together with the Stewarding Department.
- Obtain an account for the correct settlement of all sales and be overall responsible for outlet floats when and as required.
- Identify errors and correct them as required during set-up, service and breakdown of operations.
- Implement a flexible work schedule based on business patterns.
- Establish a pool of qualified and trained full and part time employees in conjunction with the hotel's People Services Department.
- Conduct daily pre-shift meetings to employees on preparation, guest profile, service and special requirements.
- Report incidents requiring disciplinary actions immediately to the Head of Department.
- Prepare and review all departmental operations manual updates annually in accordance with the Assistant Head of Department.
- Support all activities and cooperation with the suppliers.
- Monitor and constantly improve quality and guest satisfaction of the outlet with the given tools (Leading Quality Assurance, Customer Satisfaction Survey).
- Organise all required outlet specific trainings as described by the department.
- Undertake reasonable tasks and secondary duties as appointed by the Head of Department.
- Handle guest enquiries and complaints 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.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Requirements

Competencies:

- Minimum 2 years in F&B management role, preferably with a 5* hotel chain
- Fluency in English (Written and Spoken)
- Ability to operate computer and office equipment.
- Proficiency in Excel and Word
- Ability to work independently, thrive under pressure in challenging circumstances and come up with proactive, rational solutions.
- Excellent written and verbal communication skills.
- Ability to establish and retain effective working relationships with hotel staff and clients/vendors.
- Ability to identify and delegate tasks effectively.
- Excellent organizational and time management skills.

About Kempinski

Hoteliers since 1897, Kempinski have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of its European heritage.

About the Company

The Kempinski name is proudly borne by a growing collection of distinguished properties around the world. As Europe's oldest luxury hotel group, we are committed to providing our guests with memorable journeys inspired by exquisite European flair. We believe life should be lived with style.

Each year, an increasing number of guests come to appreciate these qualities, as Kempinski adds new, exciting destinations in Europe, the Middle East, Africa, Asia and The Americas. While this growth reflects the strength and success of the Kempinski brand, the collection will remain a limited one, where exclusivity can be nurtured and individuality can flourish.

We believe that our prestigious, European heritage puts Kempinski in a unique position to satisfy the expectations of the stylish and discerning traveller. It's not just to simply provide a hotel bed and a meal, at Kempinski it's all about bringing a story to life.

Since 1897, our employees have been a part of creating history around the world. From historic buildings to the most avant-garde of modern architecture, our properties are the setting for some of life's greatest moments. We've witnessed historic meetings between world leaders, celebrities taking sanctuary in the world of privacy we create for them, and created incredible memories for guests on a 'once-in-a-lifetime' journey.

We are wholeheartedly committed to providing perfection for our guests at every moment and in every way. Perhaps it's something as life-changing as a wedding celebration, where our attention to detail and perfect service mean that your special day goes without a hitch. Or perhaps it's as simple as the note left on your pillow at night, which thoughtfully lets you know the weather tomorrow so you know how to dress in the morning. At Kempinski, we are each personally responsible for creating rich and meaningful experiences for our guests.