Room Service Manager

About The Ritz-Carlton and This Role

The Ritz-Carlton, part of Marriott International, is seeking a Room Service Manager for a full-time position. This entry-level management role is responsible for the daily operations within Room Service, ensuring the delivery of food and beverage to guestrooms and hospitality suites aligns with established standards. The successful candidate will contribute to maintaining guest and employee satisfaction while adhering to the operating budget.

Role Overview and Responsibilities

The Room Service Manager supervises and manages employees, overseeing all day-to-day operations. This role involves directing, training, and assisting staff in following service standards. The manager ensures compliance with all Room Service policies, standards, and procedures, and supports the food and beverage/culinary team as needed in other outlets. The position requires 5-10 years of experience.

• Supervise daily shift operations and ensure adherence to Room Service policies, standards, and procedures.
• Manage staffing levels to meet guest service, operational needs, and financial objectives.
• Lead, influence, and encourage team members using strong interpersonal and communication skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Ensure and maintain employee productivity levels.
• Communicate performance expectations and foster open, collaborative relationships within the team.
• Observe employee service behaviors and provide constructive feedback.
• Solicit employee feedback and review satisfaction results to address concerns.
• Comprehend budgets, operating statements, and payroll progress reports for departmental financial management.
• Participate in managing departmental controllable expenses to achieve or exceed budgeted goals.
• Ensure quality, standards, and customer expectations are met daily.
• Emphasize guest satisfaction in all departmental meetings and focus on continuous improvement.
• Empower employees to provide excellent customer service and interact with guests to obtain feedback.
• Handle guest problems and complaints effectively.
• Participate in the employee performance appraisal process and provide feedback.
• Identify developmental and educational needs of others, providing coaching, mentoring, or training.
• Support departmental orientation and training programs for new hires.
• Train staff and monitor adherence to cash handling and credit policies and procedures.
• Analyze information and evaluate results to choose optimal solutions and solve problems.
• Recognize good quality products and presentations.

The Ritz-Carlton Gold Standards

As part of The Ritz-Carlton team, you will be responsible for delivering the "Gold Standards" graciously and thoughtfully every day. These standards, including the Employee Promise, Credo, and Service Values, are foundational to the brand's global leadership in luxury hospitality and guide daily operations to ensure excellence in guest care and comfort.

Qualifications and Experience

• 5-10 years of experience in a relevant field.
• Ability to understand employee positions well enough to perform duties in their absence.
• Demonstrated honesty, integrity, and leadership by example.
• Strong financial acumen to assist in departmental financial management.

Commitment to Diversity and Inclusion

Marriott International is an equal opportunity employer committed to welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated, recognizing that a rich blend of culture, talent, and experiences is its greatest strength. Discrimination on any protected basis, including disability or veteran status, is not practiced.