Room Service Supervisor - Novotel Hanoi Thai Ha

Operation

• Manage day-to-day operations of In-Room Dining

• Conduct departmental daily briefings to ensure that all pertinent information is well received by team members

• Answer telephone calls according to company’s standards and coordinate all food and beverage orders with the service team

• Up-sell and promote food and beverage offers at every available opportunity in order to maximize sales revenue.

• Supervise team members to ensure that all tasks assigned/required are carried out on time and according to instruction and departmental standards

• Handle guests’ complaints and comments tactfully and efficiently, make effective service recovery if necessary

• Inspect food & beverage quality regularly

• Liaise with stewarding on inventory and breakage control

• Maintain daily log book with clear and concise information on operations

• Establish guest database with preference records of regular guests

• Implement weekly cleaning and maintenance schedules for operating equipment (trolleys, pantry, etc)

• Check the back of the house cleanliness to ensure that it is in compliant with F&B sanitation and hygiene rules and regulations

• Check the supply of equipment/stock level and ensure that there is no shortage of items which have impact on the operation and guests

Team Management

• Motivate, supervise and discipline all employees in the department

• Interview, select and recruit In-Room Dining employees

• Identify and develop team members with potential

• Conduct performance review with the team

• Constantly monitor team members’ appearance, attitude and degree of professionalism

• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service

• Prepare payroll and gratuity reports

• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

• Maintain complete knowledge of all F&B services, contents & preparation methods, outlets and hotel services/features

• Be well versed in hotel fire & life safety/emergency procedures

• Attend all briefings, meetings and trainings as assigned by management

• Report for duty on time wearing clean and complete uniform at all times

• Maintain a high standard of personal appearance and hygiene at all times

• Perform other reasonable duties assigned by the assigned by the Management of the Hotel

Benefits

• Competitive salary & service charge

• 12 annual leaves per year

• Working 9 hours per day, 5 days per week

• Social insurance, medical insurance, unemployment insurance

• 24/7 health care and accident insurance during the term of labour contract

• Annual staff outing

• Accor Training & Career Development

Requirements

• Working experience as a Room Service Supervisor or similar role

• Must have basic English skills

• Customer service attitude

• High school or equivalent education

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