Supervisor - In-Room Dining

Overview

Supervise, train and inspect the performance of In-Room Dining Staff, ensuring that all procedures are completed to the Hotel standards. Assist where necessary to ensure optimum service to guests. Continually exemplify the attributes of property leadership corresponding to the culture of Terranea Resort and CoralTree Hospitality, while leading through a hands-on, lead-by-example style that creates and fosters a positive work environment.

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate 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 to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:
  • All liquor brands, beers and non-alcoholic selections available to In-Room Dining.
  • 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.
  • Guest room layout, locations and room numbers/names.
  • 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 personnel to rectify any cleanliness/organization deficiencies.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Requisition linens/skirting required for business and assign staff to transport such to In-Room Dining.
• Meet with the Chef to review daily specials and 86'd items; update board throughout shift. Ensure that the staffs are aware changes.
• Periodically check with the Front Desk to review updates on house count/occupancy and arrivals.
• Review sales for previous day; resolve discrepancies with Accounting. Track revenue against budget.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• 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.
• 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 and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• 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 personnel.
• Stress personalized courtesy and efficient service on the part of all In-Room Dining employees, encouraging employees to use the guest’s name as often as possible.
• Inspect table set-ups; check for cleanliness, neatness and agreement with guest's order and departmental standards; rectify deficiencies with respective personnel.
• Check the status of all orders and ensure that they are delivered within designated timelines.
• Assist In-Room Dining staff with their job functions to ensure optimum service to guests.
• Answer In-Room Dining phone within 3 rings, using correct salutations and telephone etiquette.
• Monitor and ensure that all tables/trays are removed from guest rooms/corridors and returned to In-Room Dining according to department procedures.
• Assist in taking guests' orders, following specified procedures, as necessary to ensure department standards.
• Access all functions of the P.O.S. system in accordance to specifications. Restock journal tape and change ribbons as needed.
• Organize coordinate, direct staff in set-up, service and breakdown of hospitalities in accordance with departmental standards; follow up on special arrangements with respective personnel.
• Check bar set-ups, buffet/reception tables and coffee breaks for cleanliness, attractiveness and layout; ensure agreement with function order and department standards; resolve any problems. Ensure replenishment of items as specified and requested by group contact.
• Organize, coordinate and direct staff in set-up, delivery and retrieval of amenities in accordance with departmental standards.
• Schedule employees to match forecasted covers and expected business and offer service to our guests at times consistent with printed hours of operation.
• Ensure all closing duties for staff are completed before staff sign out.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to Hotel standards.
• Foster and promote a cooperative working climate, maximizing productivity and employee 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.

Additional Duties & Responsibilities:

• Complete and direct scheduled inventories.
• Prepare weekly forecast of revenues, covers and labor costs as assigned.
• Prepare weekly schedule as assigned.
• Prepare and submit daily/weekly payroll and tip distribution records as assigned.
• Attend designated meetings, menu and wine tastings.
• Interview Restaurant applicants as scheduled by manager.
• Stock supplies.
• Relieve staff and follow all designated job functions as such.
• Expedite on floor or in Kitchen as business demands.
• Complete departmental filing.

Qualifications

• Previous Food and Beverage experience in a fast-pace and high volume restaurant.
• Meets age requirement to serve alcoholic beverages.
• Knowledge of various food service styles (i.e., In-Room Dining, butler style service).
• Fluency in English both verbal and non-verbal.
• Provide legible communication.
• Computer basic arithmetic.
• Previous guest training.
• Ability to:
  • Perform job functions with attention to detail, speed and accuracy.
  • Prioritize and organize.
  • Be a clear thinker, remaining calm and resolving problems using good judgment.
  • Follow directions thoroughly.
  • Understand guest’s service needs.
  • Works cohesively with co-workers as part of a team.
  • Works with minimal supervision.
  • Maintain confidentiality of guest information and pertinent hotel data.
  • Ascertain departmental training needs and provide such training.
  • Direct performance of staff and follow up with corrections when needed.
  • Ability to suggestively sell.

Experience, Education, & Licensure:

• High school graduate or equivalent vocational training certificate, some college.
• Food Handlers Card 
• Certification of previous training in liquor, wine and food service preferred.
• Certification in an alcohol awareness program (RBS).

Compensation:

Base Pay Start Rate: $27.72/Hour

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match! 

Compensation: 27.72 to N/A (USD)