Room Service Manager

San Clemente Palace Kempinski Venice is located on the private island of San Clemente, only ten minutes away by complimentary boat from Piazza San Marco. A proud member of Leading Hotels of the World, this exclusive retreat guarantees peace, tranquillity and privacy with its 190 rooms and suites overlooking the lagoon or the centuries-old park. Its three restaurants offering exceptional interpretations of iconic Italian and Venetian cuisine, the hotel’s proximity to Venice, and the unique combination of conference rooms and outdoor areas, make San Clemente Palace the perfect choice for outstanding events and weddings.
We are looking to implementing our Team and we need You!
JOB TITLE: Room Service Manager
DEPARTMENT: Food & Beverage
HOTEL / UNIT: San Clemente Palace Kempinski Venice
REPORTS TO: Food & Beverage Head of Department / Assistant Food & Beverage Head of Department
SCOPE
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.
OVERALL OBJECTIVES
The job of Room Service Manager is executed satisfactorily when:
All rules & regulations are strictly adhered to within the hotel including hotel’s policy on fire and safety as well as hygiene regulations including HACCP.
The sales are driven to the Room Service department’s full potential and that budget is adhered to.
A high quality of product and service is never compromised in the outlet.
The Room Service is developed in an entrepreneurial manner, looking for opportunities to generate more business at all times.
Innovation and new ideas are fostered, collected and communicated to the Head of Department.
The growth of internal talent within the Room Service department is successfully implemented.
At Kempinski, Talent Development is a management responsibility and consequently an integral and important part of daily activities.
The Room Service Manager is responsible of the following Talent Development tasks for their outlet:
Support and implement new Talent Development initiatives.
Identify internal and external talents* that match Kempinski’s DNA values.
Support career development by training and assigning multi-tasking.
Grow talent in order to present candidates in quarterly Talent Transfer Calls.
Give constant feedback to all employees of the outlet.
Conduct yearly performance appraisals and TTTT’s for all employee of the Room Service (unless Head of Department is able to do it), providing feedback on their job performance.
*A Hotel Talent is an employee, who has the ability to do the current job in their hotel and can be promoted to the next level. Mobility is what makes this person a Kempinski Talent.
MAIN 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.
Ensure an effective payroll control through a flexible work force maximizing the utilization of part time employees and closely cooperating with other Food & Beverage departments.
Monitor operating supplies, equipment and reduce spoilage and wastage successfully.
Attend and contribute to all staff meetings, departmental trainings and hotel initiated trainings.
Attend daily or weekly meetings with the kitchen team and fostering team work to constantly develop the Room Service for more success.
Attend all required trainings as described by the 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.
Respond to any changes in the department as dictated by the hotel management.
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.
ABOUT KEMPINSKI
Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please, educated to entertain, and we never compromise on the European elegance of service. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realize their full potential. Embrace an experience as individual as you are!
Kempinski is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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