About the Role
The Ritz-Carlton Hotel Company, *** is seeking a Manager for In-Room Dining to oversee daily operations in Riyadh. This full-time position is responsible for directing and training staff to ensure high standards in food and beverage delivery to guestrooms and hospitality suites, while also contributing to guest and employee satisfaction and maintaining the operating budget.
Managing Daily In-Room Dining Operations
This role involves supervising and managing employees to ensure all day-to-day operations run smoothly. The manager will gain a thorough understanding of employee positions to cover duties in their absence and ensure property policies are administered fairly and consistently. Key responsibilities include communicating areas needing attention to staff, following up on their execution, supervising daily shift operations, and ensuring compliance with all In-Room Dining policies, standards, and procedures. Staffing levels will be supervised to meet guest service, operational needs, and financial objectives.
Leading the In-Room Dining Team
Effective leadership is crucial, utilizing interpersonal and communication skills to influence and encourage team members. The manager will advocate for sound financial and business decisions, demonstrating honesty and integrity by leading through example. Building mutual trust, respect, and cooperation among team members is essential. This includes serving as a role model, providing guidance and direction, setting performance standards, and monitoring performance. Developing specific goals and plans to prioritize, organize, and accomplish work, while ensuring employee productivity, is a core function. The role requires providing leadership and vision to align departmental goals efficiently and effectively, celebrating successes, and publicly recognizing team contributions. Clear communication of performance expectations, based on job descriptions, and maintaining regular, ongoing communication with employees to foster awareness of business objectives, expectations, and performance recognition are vital. Establishing and maintaining open, collaborative relationships with employees, and encouraging them to do the same within the team, is also a key aspect. Observing and providing feedback on service behaviors to improve performance is expected.
Financial and Budgeting Responsibilities
The manager will comprehend budgets, operating statements, and payroll progress reports to assist in the financial management of the department. Participation in managing the department's controllable expenses to achieve or exceed budgeted goals is required.
Ensuring Exceptional Guest Service
Providing services that exceed customer expectations for satisfaction and retention is paramount. This involves improving service by communicating and assisting individuals to understand guest needs, offering guidance, feedback, and individual coaching. The manager will oversee daily operations, ensuring quality, standards, and meeting customer expectations. Emphasis will be placed on guest satisfaction during departmental meetings, focusing on continuous improvement. Employees will be empowered to provide excellent customer service. Interaction with guests, both directly and by accompanying servers during meal delivery, will be conducted to obtain feedback on product quality, service levels, and overall satisfaction. Setting a positive example for guest relations and handling guest problems and complaints are also key duties. Participation in the employee performance appraisal process, providing feedback as needed, is expected.
Human Resources and Additional Duties
Identifying the developmental and educational needs of others, providing coaching, mentoring, and developing training programs are essential. Supporting a departmental orientation program for new hires to ensure successful job performance is required. Staff training and monitoring adherence to all cash handling and credit policies and procedures will be conducted. Soliciting employee feedback, utilizing an "open door" policy, and reviewing employee satisfaction results to address concerns are also part of the role. Additional responsibilities include providing information to supervisors, co-workers, and subordinates through various communication channels, analyzing information and evaluating results to solve problems, and recognizing good quality products and presentations.
