Administration
·Assists to ensure that the Food & Beverage activities in the In-Room Dining are aligned with the respective hotel and corporate strategies, and that the hotel actions have been implemented where appropriate.
·Conducts regular departmental communications briefing and meetings in the absence of the In-Room Dining Manager
·Maintains and utilise other departmental and associate communications channels (e.g. notice boards, logbooks, handover reports, one-on-one training sessions, product knowledge etc.)
Customer Service
·Assists to ensure that all associates deliver the brand promise and provide exceptional guest service at all times.
·Regularly monitors the Hyatt Guest Satisfaction survey HySat report and to ensure the minimum benchmark scores are achieved, to analyse the results and to prepare and implement appropriate action plans to achieve constant improvement year on year.
·Utilises the in-room dining point-of-sales system as prescribed.
·Ensures that all sales are properly recorded, following prescribed procedures for ordering, voiding or correcting items.
·Assists to ensure that associates also provide excellent service to internal customers in other departments as appropriate.
·Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
·Maintains positive guest and colleague interactions with good working relationships.
·Establishes a rapport with guests maintaining good customer relationships.
·Follows a guest history database developed for the In-Room Dining and constantly updates it with guidelines from the management.
·Assists in developing and implementing a program to enhance customer loyalty.
·Personally and frequently verifies that guests in the in-room dining are receiving the best possible service.
·Spends time in the in-room dining (during peak periods) to ensure that the it is managed well by the respective associates and functions to the fullest expectations.
Financial
·Assists to maximise associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
·Assists to improve productivity levels and prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
·Assists to ensure that the in-room dining is operated in line with maximising profit while delivering on the brand promise.
·Assists to achieve the monthly and annual personal target and the in-room dining’s revenue.
·Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
·Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
·Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.
Marketing
·Assists to prepare a yearly marketing plan which is the basis of the Food & Beverage Annual Marketing Plan.
·Advises the In-Room Dining Manager of any marketing and public relations opportunities to increase awareness and ultimately business.
Operational
·Assists to ensure that minimum brand standards have been implemented.
·Works closely with other In-Room Dining Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.