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 requires 5-10 years of experience and is responsible for directing, training, and assisting employees in the delivery of food and beverage services to guestrooms and hospitality suites, while ensuring guest and employee satisfaction and maintaining the operating budget. The role also involves supporting the broader food and beverage/culinary team as needed.
Managing Daily In-Room Dining Operations
This role involves supervising and managing employees to ensure the smooth execution of all day-to-day operations. The manager must understand employee positions sufficiently to perform 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 tasks, 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 while leading by 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 and maintaining employee productivity levels, are key functions. The role requires providing leadership and direction to align departmental goals efficiently and effectively, celebrating successes, and publicly recognizing team contributions. Performance expectations will be communicated clearly, and regular, ongoing communication with employees will be maintained to create awareness of business objectives, communicate expectations, recognize performance, and achieve desired results. Establishing and maintaining open, collaborative relationships with employees is also a priority, as is observing and providing feedback on employee service behaviors to drive continuous improvement.
Financial and Budgeting Oversight
The position requires comprehension of budgets, operating statements, and payroll progress reports to assist in financial management. Participation in managing the department's controllable expenses to achieve or exceed budgeted goals is a core responsibility.
Ensuring Exceptional Guest Service
Providing services that exceed expectations for customer satisfaction and retention is paramount. This involves improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching. The manager will oversee day-to-day operations, ensuring quality, standards, and meeting customer expectations, while emphasizing guest satisfaction during all departmental meetings and focusing on continuous improvement. Empowering employees to provide excellent customer service is a key aspect, as is interacting with guests to obtain feedback on product quality, service levels, and overall satisfaction. The manager will set a positive example for guest relations, handle guest problems and complaints, and participate in the employee performance appraisal process, providing feedback as needed.
Human Resources and Development
Identifying developmental needs of others and providing coaching, mentoring, or training is essential. This includes identifying educational needs and developing and instructing formal educational or training programs. Supporting a departmental orientation program for new hires to receive appropriate training is also 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 employee problems or concerns are integral to this role.
