Assistant Manager - IRD
Rosewood Hotels and Resorts
Job Description Job Summary
To assist the In-Room Dining Manager in ensuring that the IRD is managed efficiently according to the established concept statement, providing courteous, professional, efficient, and flexible service at all times. To supervise, train and inspect the performance of assigned IRD associates and associate Dining Room Attendants (with T&C Team) ensuring that all procedures are completed to the hotel's standards.
Essential Duties and Responsibilities
Guest satisfactionEnsures that all associates deliver the brand promise and provide exceptional guest service at all times.Ensures that associates also provide excellent service to associates in other divisions as appropriate.Spends time in public areas observing associate-guest interaction and talking with guests, coach associates in guest service skills as necessary.Ensures that all guest and associate complaints are resolved in a quick and efficient manner.Maintains positive guest and associate interactions with good working relationships.
Finance / Administration
Assist IRD manager monitoring the F&B Cost to ensure it is in line with budget, prepare to take action for any variations.Assist IRD manager ensuring that the outlet is running efficiently, including the correct stock levels for all areas, including front and back of house.Assist IRD manager managing all areas of business and T&C administration as required, ensuring all Rosewood policies and procedures are adhered to and upheld, including, but not restricted to; Associate reviews, return to work forms, holiday forms, stocktaking, disciplinary paperwork.Assist the IRD Manager to achieve the monthly and KPO target and the IRD’s revenue.To ensure that all departments within your control are operating to appropriate manpower/productivity ratios as agreed with the IRD Manager.
OperationsIn Room Dining
Ensure the delivery of brand promise and provides exceptional guest service at all times.Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.Check the status of all orders and ensure that they are delivered within designated timelines.Organizing monthly team meeting and Daily Calling every day with IRD Manager.Participate in the daily arrivals meeting.Provide excellent service to associates in other departments as appropriate.Maintains positive guest and associate interactions with good working relationships.Establish a rapport with guests maintaining good customer relationships.Empower team to provide excellent customer service within guidelines, strive to improve service performance and provides constructive feedback.Assist to ensure that the IRD is operated in line with maximizing profit while delivering on the brand promise.Respond to the results of the Consumer Audit and ensure that the relevant changes are implemented.Monitor actual and projected sales on a daily basis. Review meal period covers, room capture ratios and average check to ensure revenue goals are met or exceeded. Identifies and addresses opportunities as needed.Ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.Support and assist with new concepts and promotions.Provide feedback on menu sales trends to In Room Dining Manager, Director of Operations and Executive ChefWork closely with other Restaurant Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.Understand and manage the flow of service during Breakfast, Lunch and Dinner service periods and flex role as and when required.Have a thorough knowledge and understanding of all food and beverage items on the menu and the ability to recommend Food and Beverage combinations, up sell alternatives and provide training and maintain knowledge.Monitor outlet maintenance and report any issues and repairs that may need to be carried out.Assist in conducting monthly inventory checks on all operating equipment and supplies.Develop cleaning schedules and ensure associates follow them and keep their work areas clean and sanitary.Participate as needed in the interviewing and hiring of In Room Dining, Associate Dining Room Associates.Use all available on the job training tools for associates, supervise on-going training initiatives, and conducts training when appropriate.Communicate performance expectations in accordance with job descriptions for each position and monitor’s progress.Participate in performance appraisal process, coaches and counsels associates and handles progressive disciplinary procedures as required.Ensure that the IRD area is kept clean and organized.Assign duties and responsibilities to associates in accordance with work requirements.Assist the Culinary department on daily operations and quality control if appropriate.Ensures that daily amenities order is carried out in a timely fashion and supervises the delivery to rooms according to hotel standards.Complete daily paperwork and records for relevant service period.Is a hands-on Manager and is present at all times within the outlet.Ensure the IRD has the necessary equipment before the start of each service and that is handled carefully, avoiding abuse and minimizing breakage.Oversee the punctuality and appearance of all Food and Beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.Encourage associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.Ensure that all associates have a complete understanding of and adhere to associate rules and regulations.Ensure that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.Feedback the results of the Associate Sense of Engagement Survey and ensure that the relevant changes are implemented.Exercise responsible management behavior at all times and positively represent the hotel management team and Rosewood Hotels & Resorts.Understand and strictly adhere to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health, and safety.Ensure high standards of personal presentation and grooming.Respond to changes in the Food and Beverage function as dictated by the industry, company, and hotel.Attend training sessions and meetings as and when required.Taking orders and helping IRD order taker when required.Checking if all the orders are complete before going into the guest room.Ensure that Personal Bar are refilled daily, and any consumed item is charged to the guest room.
Associate Dining RoomIn collaboration with the T&C Department, check the condition of coffee, tea, water machines and its content and cleanliness, as well as make hourly supervision of all Associate Dining Room areas.Inspect the area for cleanliness, working condition and proper furniture/equipment set up; rectify any deficiencies with respective departments.Assist in the implementation of Associate Dining Room Rules and Regulation and F&B Policies and Procedures on proper handling of all equipment.Participate in all meetings and activities involving Associate Dining Room.Observe associates, reactions and confer frequently with attendants to ensure service satisfaction. Anticipate associates' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day. Promote positive associate relations at all times. Be familiar with all hotel associates to overview the flow of people accurately.
Standard ResponsibilitiesComply and adhere to the Rosewood company policies.Take on other tasks in addition to the ones stated, in a reasonable framework.Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.Model the company’s culture, vision, mission, and core values at all times.Review Forbes / Rosewood Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times.Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).Responsible for the recruitment, in conjunction with the Talent & Culture Department, of associates.Identify training and development needs on an ongoing basis through hands-on support and frequent interaction with associates.Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles, and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction.
Confidentiality
Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.
Health & SafetyBe aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.Report any defects in the building, plant, or equipment according to hotel procedure.Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.Be fully conversant with:RegulationsRisk Assessments for your departmentHotel Fire & Bomb Procedures
OtherThe above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
To assist the In-Room Dining Manager in ensuring that the IRD is managed efficiently according to the established concept statement, providing courteous, professional, efficient, and flexible service at all times. To supervise, train and inspect the performance of assigned IRD associates and associate Dining Room Attendants (with T&C Team) ensuring that all procedures are completed to the hotel's standards.
Essential Duties and Responsibilities
Guest satisfactionEnsures that all associates deliver the brand promise and provide exceptional guest service at all times.Ensures that associates also provide excellent service to associates in other divisions as appropriate.Spends time in public areas observing associate-guest interaction and talking with guests, coach associates in guest service skills as necessary.Ensures that all guest and associate complaints are resolved in a quick and efficient manner.Maintains positive guest and associate interactions with good working relationships.
Finance / Administration
Assist IRD manager monitoring the F&B Cost to ensure it is in line with budget, prepare to take action for any variations.Assist IRD manager ensuring that the outlet is running efficiently, including the correct stock levels for all areas, including front and back of house.Assist IRD manager managing all areas of business and T&C administration as required, ensuring all Rosewood policies and procedures are adhered to and upheld, including, but not restricted to; Associate reviews, return to work forms, holiday forms, stocktaking, disciplinary paperwork.Assist the IRD Manager to achieve the monthly and KPO target and the IRD’s revenue.To ensure that all departments within your control are operating to appropriate manpower/productivity ratios as agreed with the IRD Manager.
OperationsIn Room Dining
Ensure the delivery of brand promise and provides exceptional guest service at all times.Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.Check the status of all orders and ensure that they are delivered within designated timelines.Organizing monthly team meeting and Daily Calling every day with IRD Manager.Participate in the daily arrivals meeting.Provide excellent service to associates in other departments as appropriate.Maintains positive guest and associate interactions with good working relationships.Establish a rapport with guests maintaining good customer relationships.Empower team to provide excellent customer service within guidelines, strive to improve service performance and provides constructive feedback.Assist to ensure that the IRD is operated in line with maximizing profit while delivering on the brand promise.Respond to the results of the Consumer Audit and ensure that the relevant changes are implemented.Monitor actual and projected sales on a daily basis. Review meal period covers, room capture ratios and average check to ensure revenue goals are met or exceeded. Identifies and addresses opportunities as needed.Ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.Support and assist with new concepts and promotions.Provide feedback on menu sales trends to In Room Dining Manager, Director of Operations and Executive ChefWork closely with other Restaurant Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.Understand and manage the flow of service during Breakfast, Lunch and Dinner service periods and flex role as and when required.Have a thorough knowledge and understanding of all food and beverage items on the menu and the ability to recommend Food and Beverage combinations, up sell alternatives and provide training and maintain knowledge.Monitor outlet maintenance and report any issues and repairs that may need to be carried out.Assist in conducting monthly inventory checks on all operating equipment and supplies.Develop cleaning schedules and ensure associates follow them and keep their work areas clean and sanitary.Participate as needed in the interviewing and hiring of In Room Dining, Associate Dining Room Associates.Use all available on the job training tools for associates, supervise on-going training initiatives, and conducts training when appropriate.Communicate performance expectations in accordance with job descriptions for each position and monitor’s progress.Participate in performance appraisal process, coaches and counsels associates and handles progressive disciplinary procedures as required.Ensure that the IRD area is kept clean and organized.Assign duties and responsibilities to associates in accordance with work requirements.Assist the Culinary department on daily operations and quality control if appropriate.Ensures that daily amenities order is carried out in a timely fashion and supervises the delivery to rooms according to hotel standards.Complete daily paperwork and records for relevant service period.Is a hands-on Manager and is present at all times within the outlet.Ensure the IRD has the necessary equipment before the start of each service and that is handled carefully, avoiding abuse and minimizing breakage.Oversee the punctuality and appearance of all Food and Beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.Encourage associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.Ensure that all associates have a complete understanding of and adhere to associate rules and regulations.Ensure that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.Feedback the results of the Associate Sense of Engagement Survey and ensure that the relevant changes are implemented.Exercise responsible management behavior at all times and positively represent the hotel management team and Rosewood Hotels & Resorts.Understand and strictly adhere to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health, and safety.Ensure high standards of personal presentation and grooming.Respond to changes in the Food and Beverage function as dictated by the industry, company, and hotel.Attend training sessions and meetings as and when required.Taking orders and helping IRD order taker when required.Checking if all the orders are complete before going into the guest room.Ensure that Personal Bar are refilled daily, and any consumed item is charged to the guest room.
Associate Dining RoomIn collaboration with the T&C Department, check the condition of coffee, tea, water machines and its content and cleanliness, as well as make hourly supervision of all Associate Dining Room areas.Inspect the area for cleanliness, working condition and proper furniture/equipment set up; rectify any deficiencies with respective departments.Assist in the implementation of Associate Dining Room Rules and Regulation and F&B Policies and Procedures on proper handling of all equipment.Participate in all meetings and activities involving Associate Dining Room.Observe associates, reactions and confer frequently with attendants to ensure service satisfaction. Anticipate associates' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day. Promote positive associate relations at all times. Be familiar with all hotel associates to overview the flow of people accurately.
Standard ResponsibilitiesComply and adhere to the Rosewood company policies.Take on other tasks in addition to the ones stated, in a reasonable framework.Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.Model the company’s culture, vision, mission, and core values at all times.Review Forbes / Rosewood Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times.Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).Responsible for the recruitment, in conjunction with the Talent & Culture Department, of associates.Identify training and development needs on an ongoing basis through hands-on support and frequent interaction with associates.Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles, and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction.
Confidentiality
Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.
Health & SafetyBe aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.Report any defects in the building, plant, or equipment according to hotel procedure.Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.Be fully conversant with:RegulationsRisk Assessments for your departmentHotel Fire & Bomb Procedures
OtherThe above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
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