About the Room Service Manager Role
The Ritz-Carlton Hotel Company, *** is seeking a Room Service Manager for its Riyadh location. This is a full-time, entry-level management position focused on overseeing the daily operations of the Room Service department. The role is responsible for directing and training employees to ensure adherence to service standards in the delivery of food and beverages to guestrooms and hospitality suites, while also contributing to guest and employee satisfaction and maintaining the operating budget.
Managing Daily Room Service Operations
The Room Service Manager will supervise and manage employees, overseeing all day-to-day operations. This includes understanding employee positions well enough to cover duties in their absence and ensuring property policies are administered fairly and consistently. The role involves communicating areas needing attention to staff, following up on these communications, and supervising daily shift operations to ensure compliance with all Room Service policies, standards, and procedures. Staffing levels will be supervised to meet guest service, operational needs, and financial objectives.
Leading the Room Service Team
This position requires strong interpersonal and communication skills to lead, influence, and encourage team members, advocating for sound financial and business decisions with honesty and integrity, leading by example. The manager will foster mutual trust, respect, and cooperation, serving as a role model for appropriate behaviors. Guidance and direction will be provided to subordinates, including setting and monitoring performance standards. Developing specific goals and plans to prioritize, organize, and accomplish work is essential, as is ensuring and maintaining employee productivity levels. The role provides leadership and direction to align departmental goals efficiently and effectively, celebrating successes and publicly recognizing team contributions. Performance expectations will be communicated in accordance with job descriptions, and regular ongoing communication will occur with employees to ensure awareness of business objectives, communicate expectations, recognize performance, and achieve desired results. Establishing and maintaining open, collaborative relationships with employees and ensuring employees do the same within the team is key. Observing and providing feedback on service behaviors to individuals, and striving to improve service performance are also core responsibilities.
Financial and Budgetary Responsibilities
The Room Service Manager will comprehend budgets, operating statements, and payroll progress reports as needed 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 a primary focus. This involves improving service by communicating and assisting individuals to understand guest needs, providing 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, with a focus 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 integral to this role. 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, and providing coaching, mentoring, or developing formal training programs is part of the role. Supporting a departmental orientation program for new hires to ensure successful job performance is required. Staff will be trained, and adherence to all cash handling and credit policies and procedures will be monitored. Soliciting employee feedback, utilizing an "open door" policy, and reviewing employee satisfaction results to identify and address concerns are also key HR functions. Additional responsibilities include providing information to supervisors, co-workers, and subordinates via various communication channels, analyzing information and evaluating results to solve problems, and recognizing good quality products and presentations.
