Room Service Manager

7 days ago

Singapore THE SINGAPORE RESORT & SPA Full time
OBJECTIVE:
Every Sofitel team member is an Ambassador. An Ambassador represents Sofitel's brand and its values, at all times. The Sofitel Ambassador will establish relationships and foremost, the Sofitel Ambassador will deliver an exceptional guest experience and promote French excellence.
MAIN DUTIES:
Service delivery

• Develop and execute daily role-play and training to meet and exceed expectations/ target in LQA audit compliances.

• Hand-on in daily operation to identify improvement areas and service gaps in establishing solid action plan to achieve desired result.

• Hold own self and team accountable on expectations and standards relating to In-Room Dining
Operations Management

• Manages the operations through but not limited to proper scheduling, assigning of duties in view of business levels and up keeping of hygiene and sanitation.

• Ensures proper shift handling and hand-over such as but not limited to: Finance/ cashiering SOP, preparation of mise en place and key operational matters updates.

• Conducts daily briefing with training/ role-play to ensure the team is duly informed and prepared of key operational matters and expectations.

• Drives high levels of guest satisfaction through the consistent execution of all brand standards, visible operational leadership and hands-on interaction with guests and heartist.

• Handles any constructive feedback from guests to act on improvement action plan/ follow-up..

• Cultivates a positive culture surrounding the guest feedback platform and formulate strategies to continually improve the guest experience.

• Collaborates with the chef to continually review and refresh menu offerings as deemed by locality and region.

• Creates an operational environment of education and empowerment that energizes Heartist to focus on guest satisfactions, allowing for the creation of memorable guest experiences.

• Continuous focus on Heartist's satisfaction and ensures continuous improvement action plans are executed effectively, and as need, with a focus on a team and succession planning culture.

• Participates in regular hygiene audits in conjunction with the Chief Steward and Culinary Director / Director of F&B

• Executes daily training/ role-play with the team to meet and exceed the Brand Standard Audit (LQA)

• Full accountability in P&L relating to revenue, payroll, expenses and profitability
Training and Human Resources

• Coach, motivate, educate, train, council, discipline a team to deliver the service and product standards of the team through mentorship and coaching to fuel the growth of the team and of the bar.

• Identify and implement training plans to further develop the team and ensure succession planning is in place.

• Lead by example through passionate, hands on approach.

• Displays and maintains a professional and pleasant image at all times.

• Maintains professional confidentiality at all times.

• Demonstrates a good working relationship with other departments with a high level of communication and cooperation in the interests of service and improvement in the working conditions of the hotel and department.

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