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Requisition Number 17-0186
Post Date 12/1/2017
Title Room Service Supervisor
City New Orleans
State LA
Description

Summary
The Room Service Supervisor coordinates food service activities of the Room Service Department.

Essential Functions
To perform the Room Service Supervisor position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities
•  Function as Room Service Cashier by taking Room Service orders over telephone, relaying orders to kitchen and posting charges to guest folios

•  Ensure Room Service associates adhere to Preferred Standards of customer service

•  Inspect food and food preparation to maintain quality standards and sanitation regulations

•  Investigate and resolve food quality and service complaints

•  Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts

•  Adjust schedules throughout the week to meet business demand

•  Understand and respond to all guest needs and requests in a timely and professional manner

•  Is familiar with the Room Service menu

•  Ensure VIP amenities are ready and delivered in a timely fashion

•  Review financial transactions and monitors budget to ensure efficient operation and to ensure cash handling procedures are followed

•  Assist staff as necessary with tray setup

•  Answer questions regarding Room Service and respond to requests for additional food or drink service

•  Other duties as assigned

Requirements

Competency
To perform the Room Service Supervisor position successfully, an individual should demonstrate the following competencies:

•  Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments

•  Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others

•  Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics

•  Project Management - Develop project plans; coordinate projects; communicate changes and progress; complete projects on time and budget; manage project team activities

•  Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others and try new things

•  Oral Communication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings

•  Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members

•  Written Communication - Write clearly and informatively; edit and proof work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information

•  Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcomes resistance; prepare and support those affected by change; monitor transition and evaluate results

•  Delegation - Delegate work assignments; match the responsibility to the person; give authority to work independently; set expectations and monitor delegated activities; provide recognition for results

•  Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision

•  Managing People - Include staff in planning, decision-making, facilitating and process improvement; take responsibility for subordinates' activities; make self-available to staff; provide regular performance feedback; develop subordinates' skills and encourages growth; solicit and apply customer feedback (internal and external); foster quality focus in others; improve processes, products and services; continually work to improve supervisory skills

•  Quality Management - Look for ways to improve and promote quality; demonstrate accuracy and thoroughness

•  Visionary Leadership - Display passion and optimism; inspire respect and trust; mobilize others to fulfill the vision; provide vision and inspiration to peers and subordinates

•  Business Acumen - Understand business implications of decisions; display orientation to profitability; demonstrate knowledge of market and competition; align work with strategic goals

•  Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce

•  Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel’s values

•  Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support hotel’s goals and values; benefit hotel through outside activities; respect diversity

•  Strategic Thinking - Develop strategies to achieve hotel’s goals; understand hotel’s strengths & weaknesses; analyze market and competition; identify  external threats and opportunities; adapt strategy to changing conditions

•  Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events

•  Attendance and Punctuality - Consistently arrive at work on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time

•  Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify  appropriate person with an alternate plan

•  Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and takes advantage of opportunities; ask for and offer help when needed

•  Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention

•  Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explains reasoning for decisions; include appropriate people in decision-making process; make timely decisions

•  Motivation - Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals

•  Planning and Organizing - Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans

•  Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments

•  Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality

•  Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly

•  Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly            

Qualifications
The requirements listed below are representative of the knowledge, skills and abilities required for an individual to successfully perform the duties and responsibility of the Room Service Supervisor position:

Language Ability
•  Effectively interact and communicate in English with people from diverse backgrounds

•  Read and comprehend simple instructions, short correspondence and memos

•  Write simple correspondence

•  Effectively present information in one-on-one and small group situations to customers, clients, and other associates of the hotel

Math Ability
•  Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals

•  Compute rate, ratio and percent

•  Draw and interpret bar graphs

Reasoning Ability
•  Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions

•  Deal with problems involving a few concrete variables in standardized situations

Computer Skills
•  Possess a working knowledge of Word Processing software

•  Possess a working knowledge of Spreadsheet software

•  Possess a working knowledge of Payroll systems

•  Possess a working knowledge of Internet software

•  Possess a working knowledge of Contact Management systems

Certificates and Licenses
•  A valid Louisiana Responsible Vendor Permit or the willingness and availability to attend a Responsible Vendor’s class and pass the test with a score of 90% or better

Supervisory Responsibilities
•  Directly supervise associates in the Room Service Department

•  Carry out supervisory responsibilities in accordance with the hotel’s policies and applicable laws

•  Responsible for interviewing, hiring and training Room Service associates

•  Plan, assign and direct work of Room Service associates; complete performance appraisals, recognize, reward and disciple associates in Room Service Department

•  Address complaints and resolving problems

Work Environment
•  The noise level in the work environment is usually moderate

•  The position is locate indoors where the temperature settings are controlled

Physical Demands
•  Occasionally lift and/or move up to 10 pounds

•  Regularly talk or hear

•  Frequently stand, use hands to fingers, handle or feel and reach with hands and arms

•  Occasionally walk

•  Safely navigate multiple flights of stairs

Position Status and Availability
•  Full-time, flexible (AM or PM) shift, Monday - Sunday including holidays

Education and Experience
•  A high school diploma or general education degree (GED)

•  At least three (3) years of customer service experience

•  At least three (3) years of supervisory experience preferably in a fine dining restaurant and high volume bar or

•  At least five (5) consecutive years of Server experience in a fine dining restaurant, high volume bar or luxury hotel

 

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An Equal Opportunity Employer