In Room Dining Supervisor (13966) at One&Only Resorts

Key Duties and Responsibilities

• Ensure the department and back areas are thoroughly clean at all times.
• Present oneself in a way that enhances the overall guest experience, by adding life and energy into each outlet.
• Ensure that all mise en place is correctly prepared prior to commencing service.
• Prepare all food and beverage requests within the time parameters set by the resort and always display attributes of genuine hospitality.
• Demonstrate excellent product knowledge of all food, beverage, tobacco and special functions held at the resort.
• Participate in the service of any special functions or events organized by the resort.
• Ensure to exceed revenue budgets set by the resort, through up-selling within your own outlet, as well as cross-selling other outlets.
• Ensure that equipment is cleaned, when necessary or according to their schedules.
• Ensure that the bill covers are clean and free of ink stains.
• Supervise the undertaking of physical asset inventories each month.
• At all times, act in a responsible manner, especially in regard to the sale of alcoholic beverages.
• When driving resort’s golf carts, ensure that rules and regulations are followed at all times.
• Supervise the collection and distribution of outlet incentives.
• Generate reports for the outlet and ensures that they are delivered to the correct receivers.
• Attend F&B morning briefings in the absence of the Head of Department and disseminate information to In Room Dining and Banqueting employees.
• Assist HOD to conduct monthly GROW sessions to give waiters and order takers regular feedback on their performance regarding the core and functional competencies related to their position.
• Assist in the process of recruiting new employees for each of the departments together with the Head of Department.
• Organize and coordinate special functions and events, (breakfast station and dinners)
• Continuously train and motivate subordinates to ensure resorts standards are maintained.
• Delegate responsibilities to department personnel and ensure tasks are completed.
• Handle guest complaints in a professional manner as per Policy & Procedure (service recovery).
• Ensure disciplinary action is taken, when necessary, according to resort’s policies.
• Perform any additional or special duties as directed by a superior.
• Maintain highest levels of personal hygiene and grooming at all times, as per standard.
• Practice proper telephone etiquette with colleagues and guests.
• Ensure all tasks assigned by superiors are completed, in a timely fashion.
• Ensure that channels of communication are respected and information is disseminated to the correct receivers.
• Ensure excellent communication and working relationships with colleagues are maintained and contribute to the team spirit.
• Ensure that a safe, hygienically fit working environment is maintained at all times and report any concerns or faults immediately.
• Remains current on all resort happenings, including guests in-house, arrivals and departures, as well as daily events.
• Exhibits outstanding knowledge of the resort, Cape Town and the South African culture.
• Knows and applies resort’s Policies & Procedures, including those for the emergency situations.
• Conducts a monthly communication meeting once a month with line staff.
• Conducts a daily briefing prior to service and a de- briefing once week with team members.
• Ensures maintenance work is completed in a timely and professional manner.
• Ensures all fixed assets are well maintained.
• Ensures all activities are carried out honestly, ethically and within the parameters of the South African Law
• All task given to you to be completed in a timely manner with deadlines met.
• Set up of penthouse and suites
• Overseas mini bars in absence of mini bar supervisor

PERFORMANCE GOALS

• To be involved with Opera System (Front Office and Housekeeping).
• On the job training with staff
• Recap of Finance and Budgets
• Casual staff recording ,expenditure and hours
• Training of staff and their performance.
• Making sure all staff have the same service standard level
• Achieve and set target for revenue budgets in the department
• Set stock count procedures (Linen, Food, Beverage, Operating Equipment)
• Exceed GSQ Feedback
• Responsible for motivating staff in their job.

Supervisor Daily Routine

Breakfast

• Arrive on duty at rostered time.
• Check IRD log from previous day.
• Do morning briefing inform the staff of the following :
• VIP
• Guest Inhouse
• Special requirement/dietary
• Fruits and amenities for the day
• Functions happening around the hotel
• Weather for the day
• Make sure that all staff are clocked in and signed in on attendance register at start of shift.
• Check staff uniform and grooming is according to standards defined in the Employee Handbook.
• Check that all trolleys and trays are set up according to breakfast cards and occupancy requirements.
• Check detailed arrivals list and make ensure all special requirements are met and signed off.
• Check handover and emails for the day.
• Make sure that fruit order is placed for the following day.
• All discounts are charged and recorded daily and left in red box on counter for dinner team to drop.
• Check overnight duties to make sure all is done.
• Check and sign off overnight beverage count.
• Attendance register to be updated daily (Breakfast Manager on duty to fill in breakfast hours).
• Sign Platinum staff in and out, record hours on attendance register on PC.
• Make sure that all trays and trolleys have been collected
• Do daily cash up, no card to be handed over to staff, the manager on duty will do the cash up themselves.
• Cash up to be signed off by the manager doing the cash up, prelist cannot be filed if there is no signature from front office.
• Reading for cash up only done once Pre-list is complete
• Make sure that log is completed for the both breakfast and lunch service.
• Make sure that next shift is checked in.
• Complete micros request form for any menu changes or additions.

Dinner

• Arrive on duty at rostered time.
• Do afternoon briefing to inform the staff of the following :
• VIP (go through detailed arrivals) Food and Beverage Revenue Forecast for the day
• Daily flash Report
• Detailed arrivals list
• Beverage stock sheet for the day before.
• Guest In-house
• Special requirement/dietary
• Fruits and amenities for the day
• Functions happening around the hotel
• Make sure that all staff are clocked in and signed into attendance register at start of shift.
• Check staff uniform and grooming is according to standards defined in the Employee Handbook.
• Check that all trolleys and trays are set up and ready for dinner service.
• Make sure that fruit order is placed for the following day.
• All discounts are charged and recorded daily and left in red box on counter for dinner team to drop.
• Check overnight duties to ensure all is completed.
• Check and sign off Dinner Beverage Count Closing.
• Attendance register to be updated daily (dinner manager on duty to fill in dinner hours).
• Sign Platinum staff in and out ,record hours on attendance register on PC
• Make sure that all trays and trolley have been collected
• Do daily cash up, no card to be handed over to staff, the manager on duty will do the cash up themselves.
• Cash up to be signed off by the manager doing the cash up, prelist cannot be filed if there is no signature from front office.
• Reading for cash up only done once Pre-list is complete.
• Check dry goods, dairy etc., make sure orders are placed and mailed to all IRD management for collection in the morning.
• Make sure that log is completed for the evening service and forward to Food and Beverage Director, Food and Beverage Manager, Exec Chef, Resort chef and IRD Management.

What is expected of you?

• Employee of the month nomination to be completed weekly and placed in weekly objectives which is handed in every Friday.
• On the Job training of 2 employees per day is done for at least 15 minutes daily (basic training, how to fold napkin, how to pour wine etc.)
• Placing of orders daily to be done daily through PeopleSoft if stock is required, order stock based only on level of business; do not over stock as stock will expire.
• Staff roster (in absence of manager) needs to be handed in every Wednesday with PPT and Foundation forecast.
• Actuals and Forecast to be completed by every Monday, with explanation of forecast exceeded.
• Allocated leave (sick, absent etc.)
• Expiry dates need to be handed in every Friday with weekly objectives.
• Beverage stock take is counted and forwarded to IRD Manager, the following needs to be done before the count :
• All transfers to be completed and signed off by IRD Manager, all stock going to rooms on that day to be accounted for (amenities).
• First aid box needs to be filled and maintained.
• Cleaning duties - Heavy duty cleaning that needs to be done is to be discussed with Rooms Manager for assistance, this is recorded and handed in with weekly objectives.
• Weekly training report to be completed by every Sunday and forwarded to Training Manager.  
• Attendance registers to be updated daily. Staff to sign in and out, if they do not sign in this is highlighted and they do not get their hours back as it is their responsibility to fill their hours in daily. When register is finished another to be printed.
• Daily staff duties to be allocated in daily briefing
• Leave (Absent, Sick leave) all leave request to be filled out by the staff members and signed off by HR and HOD. (Note this includes unpaid leave, sick and annual leave).
• Discipline staff for tasks not completed and ensures they follow their Portfolio assigned to them.
• Attend Monthly P&L meeting in absence of manager.

Skills, Experience & Educational Requirements

• Fluent in written and spoken English, other languages a distinctive advantage
• To be able work well under pressure
• 2 year experience in a similar capacity
• To be able to communicate effectively and multi task
• Computer literate (Microsoft office)