Room service manager

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

We offer excellent benefits and perks including one free meal per shift and free theme park access.

We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

We invest in training and development opportunities for all team members.

We promote social responsibility by being a good neighbor in the community.

We care for you, just as we care for others.

Assist in the organization, management and administration and all operational aspects for the In Room dining department.

Maintain high quality products and service levels. Expected to market ideas to promote business, reduce employee turnover;

maintain revenue and payroll budgets; and meet budgeted productivity while keeping quality consistently high.

Qualifications

Associate of Science Degree or higher in Hospitality Management or equivalent experience

Five years diversified management experience in large upscale hotel environment

Minimum two years Food and Beverage Service experience

Excellent computer skills with knowledge of or ability to learn various hospitality related software applications, preferably HIS, Aloha, Espresso

Excellent management, organizational, communication, training and leadership skills

Outstanding guest service skills and abilities

Able to work a flexible schedule, including evenings, weekends and holidays

Essential Functions and Responsibilities :

Oversee all aspects of the daily operation of the hotel’s Room Service operation.

Supervise all Room Service personnel.

Maintains appropriate staffing levels through effective forecasting, recruiting, selection, hiring and training

Establishes policies and procedures for the department, designed to provide service levels which exceed the expectations of the guests

Oversees supervision of personnel and work assignments to maximize performance and ensure that all personnel perform in a friendly professional manner at all times

Establishes and ensures adherence to departmental and Loews Hotels guidelines, policies and procedures

Develops / maintains all departmental budgets, forecasts and schedules

Schedules personnel so as to ensure optimum performance of department

Monitors / maintains daily payroll reports / records, maintains labor costs within established budgetary limits

Manages all aspects of, the delivery of service, related to Room Service, Star Service Hotline and Refreshment Pantry

Coordinates set up, presentation of service and maintenance of all Hospitality Suite function activities

Provides personal attention to VIP guests in order to ensure 100% satisfaction

Controls and maintains inventories of all equipment, materials and supplies associated with the Room Service, Star Service Hotline and Refreshment Pantry operations

Prepares / Approves all requisitions for Room Service / Star Service and Refreshment Pantry

Monitors and ensures adherence to all Room Service / Star Service, Refreshment Pantry standards, policies and procedures

Plans and coordinates required maintenance of all Room Service, Star Service and Refreshment Pantry equipment

Maintains departmental log records documenting pertinent business / operations related information and unusual activities.

Communicates pertinent information to supervisors in order to maintain efficient operation of the department

Conducts regularly scheduled meeting as required to maintain communication with all department personnel

Review's all guest comments or complaints and responds as necessary to ensure

Assists Food and Beverage Director and Chef in periodic revision and updating of Room Service offerings and production of new menus

Assists Food and Beverage Director and Chef in the development of new amenities packages

Communicates frequently with Telecommunications / Star Service Hotline Manager, Executive Housekeeper, Chief Engineer and Chef to ensure smooth efficient communication between departments

Interviews, selects, trains, appraises, coaches, counsels and disciplines departmental personnel according to Loews standards

Follows New Hire Training and ongoing Star Service Competency program in accordance with hotel policy

Determines need for, and conducts appropriate on-going training as required by Loews Hotels corporate training standards

Evaluates individual employee performance, determines areas in need of improvement, or requirements for advancement, establishes goals objectives and training needs required to achieve same.

Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product / service and operational changes to be made to ensure guest and employee satisfaction and to maintain market dominance and exceptional financial returns.

Attends appropriate hotel meetings to include group pre-convention meetings and communicates information on in-house and group related activities to staff

Other duties as assigned

General

Promotes and applies teamwork skills at all times

Notifies appropriate individual promptly and fully of problems and / or unusual matters of significance

Is polite, friendly, and helpful to guests, management and fellow employees

Executes emergency procedures in accordance with hotel standards

Complies with required safety regulations and procedures

Attends appropriate hotel meetings and training sessions

Maintains cleanliness and excellent condition of equipment and work area

Complies with hotel standards, policies and rules

Recycles whenever possible

Remains current with hotel information and changes

Complies with hotel uniform and grooming standard

Last updated : 2024-08-05