Assistant In Room Dining Manager
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Key skills for this role
About the Role
Responsibilities General: It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
Key Skills for This Role
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Responsibilities
- *General:*
- It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
- MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
- It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental, Doha Human Resources Strategic Policy.
- It is part of your role and your responsibility to fully support all learning and development activities.
- You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
- Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
- Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
- Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
- Mandarin Oriental, Doha has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
- Act as a hotel ambassador at all times.
- To carry out any additional duties requested by management, related to hotel operational activities.
Departmental
- *Managerial:*
- Support the outlet manager in all operational and administrative aspects of In Room Dining including the order taking, set up of trolleys as per standard and the delivery of room service orders to guest rooms and service apartments and take charge of the outlet and the department in his absence.
- Enforce and monitor that all operational standards, as per our policies, SOP and quality measures are in place at all times.
- Create and maintain a great synergy between In Room Dining and all other F&B outlets as well as the related Rooms Division departments.
- Assist the outlet manager to coordinate the placement of guest amenities in guest rooms and manage the related aspects of minibar operation in close coordination with the Front Office and Housekeeping team.
- Assist any requirements of the residents in the apartments including delivery of ingredients ordered and maintain an effective system for tracking clearance of trolleys and trays.
- If required, provide catering services in guest rooms, suites and apartments in liaison with the banqueting operations department.
- Support the outlet manager to supervise the side duty schedules for all positions and ensure compliance and follow through.
- Assist the outlet manager to supervise the maintenance and cleanliness of the outlet at all times and as assigned carry out monthly or more frequent walk-throughs with the respective engineering and housekeeping colleagues and follow up accordingly on the produced reports to achieve an immaculate environment. This includes the In Room Dining main area as well as floor pantries storage, storage areas and In Room Dining Equipment.
- Constantly identify areas for improvement in service and food and beverage quality by reviewing various service quality audit reports, guest comment cards and guest incident reports, and share observations and recommendations with the outlet manager.
- Maintain a good relationship and steady communication with the respective Chef de Cuisine to work on a very effective flow to assure all served food and beverage reaches the room in the best possible condition with regard to temperature and presentation.
- Ensure menu descriptions are up to date, spelled correctly, distributed appropriately and visibly displayed in the In Room Dining area.
- Observe the competition, current market and international trends, prices with the market and other new ideas and forward them to the outlet manager.
- Assist the outlet manager to plan and execute special promotional activities for the outlets and plan for festive season events related to the outlet.
- Follow all procedures, policies and practices with regard to the Jardine accounting related requirements for F&B outlets.
- Support the outlet manager in monitoring the monthly P&L and carry out regular detailed analysis of outlet related financial information.
- Support the outlet manager to maintain a clear overview of all IG point of sales related set ups and carry out regular check on accuracy of all items.
- Attend and participate all required meetings as scheduled.
Colleague Relations
- Provide leadership, direction and support to all outlet colleagues at any time, particularly during the operation hours.
- Support the outlet manager to focus on the training of order takers to assure a smooth interaction for all calls received from guest rooms including strong upselling skills.
- Ensure that Mandarin Oriental, Doha’s grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.
- Assist the outlet manager to prepare a weekly roster to schedule all colleagues effectively to maintain the service standards of Mandarin Oriental while operating within budgeted labour cost guidelines and headcounts, depending on the business volume.
- Conduct counselling and disciplinary action as appropriate in accordance with Mandarin Oriental, Doha’s procedures.
- Encourage proactive, efficient and effective inter-departmental communication within and beyond the F&B division in order to promote a climate of teamwork and enthusiasm.
- Work closely with the Kitchen, Front Office and Housekeeping Team together to assure efficiency for all food and beverage related matters.
Guest Relations
- Personally monitor and follow through on any requirements of VIP guests who ordered service.
- Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
- Constantly drive and motivate the team to create specific WOW moments to surprise and delight in house guests.
- Handle effectively any kind of customer complaints being verbal or written.
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