Room Service Captain Job Desc
Job title : Room Service Captain
Department : F
& B
REPORTING LINE
Report to : Coffee house Manager
Responsible for : The Room Service shift assigned
COMMUNICATION LINES
Vertically :
Supervisor and department
head
Horizontally : Room service waiter
AUTHORITY
Over Money :
Responsible for turning over
the Room Service sales and the report for the
day,
to the Head Cashier
Over Staff : Supervise waiter in accordance
with Hotel policies and procedures
GENERAL MISSION
Directs and supervises the activities of the waiters/tress and bus
boys/girls assigned in the shift that he/she covers.
Under the general guidance of the Coffee house Supervisor in accordance
to the Hotel’s Policies and Procedures.
RESPONSIBILITIES AND MEANS
1. Responsible for guiding
the waiter/ waitress, bus boys/girls in the performance of their jobs.
2. Responsible for ensuring sufficient
operating guest supplies and operating equipment during shift’s operation.
3. Responsible for the
over all sanitation and cleanliness of the room service area, pool side bar,
and Executive Lounge.
4. Responsible for the
proper maintenance and good working order of all equipment, furniture and
fixtures in the room
service area and Executive Lounge, during the shift.
5. Responsible for
consistently implementing the service standards and operating procedures in the
room service.
7. Responsible for
ensuring sufficiency of manpower in the shift.
8. Performs other duties
and responsibilities assigned by immediate superior, which leads to guest satisfaction and profit for the Hotel.
1. CUSTOMER SERVICE
Communicates with guests and personally attends to VIP guests, in Room
Service, Executive Lounge and Pool Side.
2. BUSINESS MANAGEMENT & ADMINISTRATIVE
RESPONSIBILITIES
1. Completes the Room
Service Daily Supervisor’s Checklist.
2. Must know the requisition point and
prepares the requisition form for food supplies and operating guest supplies
for the approval of the Outlet Manager and/or Supervisor.
4. Assigns specific side duty tasks to each
service personnel at the end of the day for the following day and sees to it
that the staff knows and accomplishes their duties.
5. Checks at the start and
at the end of the shift that all service attendants complete their opening
and closing tasks.
6. Conducts pre-meal
briefing and after meal de-briefing, in the absence of the Asst. Manager.
7. Takes the daily
inventory of food supplies and guest supplies to ensure availability.
8. Prepares breakage and
loss report for operating equipment, during the shift.
9. Attends weekly Outlet’s
meeting and other meetings required of the position.
10. Conducts monthly
inventory of operating equipment in coordination with the Chief Steward.
11. Makes endorsement in the logbook at the end
of the shift all guest comments, complains, accidents, unusual events or any
matter that will affect the following shift.
12. Records the daily sales
and cover count of Room Service at the end of each shift.
13. Communicates to the
immediate superior and subordinates in a timely manner, any important information, related to operation.
3. COMMUNICATION
1. Reports to the Outlet
Manager and/or Supervisor.
2. Coordinates with the
Chef de Partie, concerning special menus, availability of menu items and
changes in the menu.
3. Directs the activities
of all the service staff assigned in his/her shift.
4. Coordinates with the
other staff within the department and other department in the performance
of duties and
responsibilities.
5. Coordinates with Front
Office and Housekeeping Staff for guest amenities and other VIP service.
4. ASSET MANAGEMENT
1. Ensure that all operational equipment is
use to its appropriate function and well maintained
2. Report all defectives Asset and equipment
to the Engineering department
5. SECURITY & SAFETY
1. Be aware of hotel’s fire evacuation and
emergency policies and procedures.
6. HUMAN RESPONSIBILITIES
1. Recommends to the Outlet Manager and/or
Asst. Manager any disciplinary action or commendation to be given to deserving
employees.
2. Disciplines the service
staff assigned in his/her shift in accordance to the policies and procedures
of Novotel Al Dana
Resort.
3. Conducts on the job
training for the service staff assigned in the shift.
4. Motivates the staff to
maintain consistency of performance.
7. MARKETING
8. TECHNICAL RESPONSIBILITIES
1. Knowledgeable of all the standard
operating procedures of Room Service, guest amenities, VIP guests service and
Executive Lounge.
2. Capable of implementing consistently in
his/her shift all the service standards established for the Room Service and
Executive Lounge.
3. Assists and assigns the
mise-en-place at the prescribed hours.
4. Checks at the start of
the shift that all supplies in the station are complete.
5. Recognizes quality
product and presentation, in food and drinks.
6. Knowledgeable of the
menu and drink, its standard quantity, presentation and preparation.
7. Takes orders, offers
suggestions and promotes the specialties in the absence of the order taker.
8. Assists the service
staff in the service of food and drinks.
9. Calls the guest in the room to inform for
actual time of delivery in case of delay in service, as well as to confirm
satisfaction.
10. Handles guest complains
professionally and satisfactorily.
11. Checks the accuracy of
the guest’s check before it is presented to the guest.
12. Coordinates with the
order taker to ensure quick delivery of food and consistency of tray pick up.
13. Knowledgeable in bar
tendering and wine service.
14. Capable of operating all
the equipment in Room Service and Executive Lounge.
15. Implements the “clean as
you go policy” and complying with the cleaning schedule established.
16. Capable of performing
cashiering responsibilities, including the operation of cash register.
17. Checks each tray before
they are delivered to the room and personally accompanies the service attendant in the delivery of guest
amenities and food orders for VIP guests.
18. Checks and ensures the
timely delivery of all guest amenities to the room, before guest checks in.
19. Performs service for VIP
guests.
9. REPRESENTING HOTEL TO THE COMMUNITY
1. At all time whilst representing the
hotel, act in a professional, decorous manner ensuring proper representation of
the Hotel
10. DIVULGING OF HOTEL INFORMATION
1. The Hotel requires that you will not
(during or after your employment) without the hotel writing consent, divulge
every information concerning the Hotel or any associated hotels or any of their
dealing, transaction or affairs which may come to your knowledge during or in
the course of your employment with the Company.
11. TEMPORARY MISSION
1. May be rotated to
different outlets and other temporary task within the Hotel.
PERSON SPECIFICATIONS
POSITION: Room Service Captain DEPARTMENT: F & B
SKILLS ESSENTIAL DESIRABLE
EDUCATION,
Certified School Education in
QUALIFICATIONS College
EXPERIENCE 3 years in 4 star
property in F&B
in room service, 1 year as captain
INTERPERSONAL Good organisation skills, fast and
SKILLS efficient
while remaining calm
COMMUNICATION Must speak, read and understand Knowledge of a foreign
language
English
Arabic
or French
SPECIFIC Must be able to converse comfortably
and
understand guests clearly on the telephone
PRESENTATION Well groomed and presentable
at all times. Practice good hygiene
PHYSICAL Mentally alert, able to work
long
hours and to handle
pressure
OTHER Must be trustful of paramount integrity
REQUIREMENT Minimum age 22 years
MISCELLANEOUS
WORKING Well maintained F&B environment
CONDITIONS Open friendly environment in harmony
with
colleagues and guest
WORKING Flexible hours in accordance with job
requirement
HOURS
Signature:
[Employee] [Date] [Department
Head] [Date]