JOB SUMMARY

The Assistant Manager of In-Room Dining responsibilities will include the IRD department, the private bar, and popup/intimate dining experiences. The scope of the role is to ensure the successful performance of the IRD, private bar and popup team. Supervise the daily operation of the 3 departments listed before, assists with menu planning, maintains sanitation standards, and assists ordertakers, servers, private bar agents and service team on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals.

RESPONSIBILITIES

· Ensure the delivery of brand promise, supporting the implementation of the Ways We Work, demonstrating and reinforcing Rosewood Hotels and Resorts, Values and Culture Characteristics

· Exercise responsible supervisory behavior at all times and positively represent the F&B management team and Rosewood Hotels & Resorts

· Manage team of food and beverage professionals ensuring brand standards and required sequence of service components are executed with precision

· Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

· Ensure discretion and confidentiality with VIP/SAG guests

· Participate in the preparation of budgets, analysis of P&L’s, sales projections, and revenue control.

· Ensure all associates are following the Order of Service and Standard Operating Procedures at all times

· Conducts interviews, hires, training, performance manage and termination of IRD associates.

· Schedule associates and prepare payroll documents to ensure associates are properly compensated.

· Ensure that standards are maintained at a superior level on a daily basis.

· Manage guest relations and ensure guest satisfaction

· Maintain complete knowledge of:

All liquor brands, beers, and non-alcoholic selections available in IRD
The particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
Designated glassware and garnishes for drinks.
All menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation, and prices.
Daily menu specials, 86'd items.
Dining room layout, table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range and dress code.
P.O.S. and manual system procedures.
Daily house count, arrivals/departures, V.I.P.'s.
Scheduled in-house group activities, locations, and times.
Correct maintenance and use of equipment.
All department policies/service procedures.

· Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons, and drunk driving.

· Check storage areas for proper supplies, organization, and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies.

· Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

· Requisition linens/skirting required for business and assign staff to transport such to the restaurant.

· Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.

· Excellent ability to handle high profile clientele with confidence and professionalism, responding to customer complaints and resolving them in a way that ensures the customer will return again and ensures that every customer leaves happy

· Work closely alongside the director of IRD and the director of finance to control labor and operating expenses through effective scheduling, budgeting, purchasing decisions, and inventory and cash control.

· Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met

· Ensuring that all IRD, private bar and cashier’s paperwork is completed accurately and on a timely basis including but not limited to: daily sheets, purchase orders, accounts payable, bank deposits and employment-related forms

· Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs.

· Support the hotel philosophy concerning hiring, employee relations, disciplinary action, training, counselling, evaluating, etc.

· Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

· Models the company’s culture, vision, mission, and core values at all times.

· Foster and promote a cooperative working climate, maximizing productivity and employee morale.

· Ensure that standards, inclusive of grooming and attire of staff, are maintained at a superior level on a daily basis.

· Maintain effective flow of communication by attending required hotel meetings and conducting departmental pre-shift and monthly associate meetings.

· Review sales for previous day; resolve discrepancies with accounting. Track revenue against budget.

· Prepare weekly work schedules in accordance with staffing guidelines and labour forecasts. Adjust schedules throughout the week to meet the business demands.

· Ensure that staff report to work as scheduled. Document any late or absent employees.

· Coordinate proper breaks for staff.

· Assign work and side duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department's standards and delegate these tasks.

· Monitor the preparation of station assignments, ensuring compliance to departmental standards.

· Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

· Inspect grooming and attire of staff; rectify any deficiencies.

· Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

· Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.

· Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day. Promote positive guest relations at all times.

· Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.

· Monitor and handle guest complaints by following the six step procedures and ensuring guest satisfaction.

· Monitor guest reactions and confer frequently with service staff to ensure guest satisfaction.

· Check the status of all orders and ensure that they are delivered within designated timelines.

· Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas.

· Assist servers with expediting problem payments. Ensure all cashiering procedures are processed in compliance with accounting standards.

· Run system-closing reports and ensure that all servers' checks are closed before they sign out.

· Ensure all closing duties for staff are completed before staff sign out.

· Conduct formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.

· Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.

· Foster and promote a cooperative working climate, maximizing productivity and employee morale.

· Prepare and submit daily/weekly payroll and tip distribution records.

· Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.

· Document pertinent information in department logbook.

· Exhibit a friendly, helpful, and courteous manner when dealing with guests and fellow employees.

· All other duties as required.

Health & Safety

· Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

· The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

· Report any defects in the building, plant, or equipment according to hotel procedure.

· Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.

· Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

· Be fully conversant with:

o OSHA Regulations

o Risk Assessments for your department

o Hotel Fire & Bomb Procedures

Confidentiality

· Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.

Other

· Comply and adhere to the Rosewood company policies.

· Take on other tasks in addition of the ones stated, in a reasonable framework.

· Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

· Model the company’s culture, vision, mission, and core values at all times.

· While this job description is intended to be an accurate reflection of the duties involved in this position, the Company reserves the right to add, remove or alter duties when business need dictates.

· As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

Required Skills

General Skills

Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills

· Understanding of financial reports including labor; ability to effectively direct and manage all facets of the department.

· Thorough knowledge of first-class F & B operations & imported and domestic wines

· Demonstrate project management experience in organizing, planning, and executing large-scale projects from conception through implementation

· Demonstrated experience in leading, inspiring, motivating and developing people and the ability to establish rapport and/or influence and gain understanding of others

· Ability to lead a team, flexibility with work schedule

· Ability to enforce hotel's standards, policies, and procedures with all kitchen personnel; ability to prioritize, organize and delegate work assignments

Ability to direct performance of Outlet associates and follow up with corrections where needed; ability to motivate Outlet associates and maintain a cohesive team.
Ability to promote positive work relationships with service personnel and other departments
Ability to ascertain associates training needs and provide such training; ability to work well under pressure of organizing and attaining production schedules and timelines
Ability to maintain good coordination; ability to transport cases of received goods to the workstations; ability to transport pots and pans of food from storage/prep areas to the serving line; ability to work an 8–12-hour shift, 5-7 days per week noisy and sometimes close conditions
Ability to work with all products and food ingredients involved; ability to use all senses to ensure quality standards is met; ability to differentiate dates; ability to operate, clean and maintain all equipment required in job functions

Language

Required to speak, read, and write English, with fluency in other languages preferred.

Physical Requirements

Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
Restaurant Environment- constantly exposed to heat, high cold, slippery surfaces, and appliances such as stove, oven, dishwasher, cooking top, as well as housekeeping and cleaning tools.

Work Management

· Ability to manage multiple tasks

· Can meet deadlines

· Thinks globally

People Management

Creates work environment that:

· Energizes, motivates, and supports employees

· Foster a climate of open communication, trust, and respect

· Encourages team behavior

· Effectively communicates with all levels

Other/Attributes

· Passionate and dedicated

· Is patient, yet persistent

· Culturally aware and sensitive

Qualifications

· Diploma/Some College or an equivalent combination of education and work-related experience.

· Must have current and valid Food Handler’s card and TIPS certification

Experience

· Minimum three years’ experience as a Supervisor or Assistant Manager

· Hotel operational exposure (i.e. F&B) preferred

· Experience with a luxury or ultra-luxury property required

In Room Dining Assistant Manager