Description

POSITION PURPOSE: Daily supervision and direction of In Room Dining service staff. Assist in the development, implementation and maintenance of quality standards for outlets. Interact with guests to ensure a positive guest experience. This is a “hands on” position and requires active involvement in the IRD operations.

ESSENTIAL FUNCTIONS

• Oversee IRD operations both the AM and PM periods to ensure quality of service and to uphold all brand standards.
• Supervisor the IRD staff during their scheduled shifts.
• Assist in answering phones and preparing orders.
• Manage department staffing schedule and perform other administrative tasks including, but not limited to IRD payroll.
• Ensure all standards are met on a consistent basis.
• As the main contact for guest satisfaction, responsible for answering phones and guest satisfaction call backs and to up sell over the phone when taking orders.
• Ownership of our Amenity program, both in creative presentation and execution as well as taking initiative in assisting the kitchen staff to create new and unique collaborations that will both “wow” our guests and set us apart from the competition. We will look to them for personal focus in making this area one of our strengths and areas in which we excel.
• Inspect out-going orders and amenities to ensure quality control.
• When business dictates, assist staff in IRD operations, including but not limited to delivering orders to guest rooms, processing guest orders, communicating with kitchen staff, etc.

• Supervise IRD department as well as supervising F&B outlets.
• Manage IRD schedule and submit for approval by the F&B Outlets Manager.
• Lead IRD server, answer phones, and take orders and main point of contact for guest communication.
• Maintain a working knowledge of all IRD menus and functions.
• Assist in updating and maintaining all related menus and micros information and functions.
• Quality control for orders and amenities, including but not limited to ensuring all items required are present and that nothing is missed from any order or amenity, confirming names and room numbers of orders and amenities, and ensuring the correct delivery is made each time.
• Oversee our amenity program, ensuring both 100% accuracy, as well as further development of our process and delivery presentation. We will look to them establish a consistent process for amenities. Our goal is to set the industry standard in our market.
• Ensure guest satisfaction callbacks are done in a timely manner, following up with any guest issues or additional requests.
• Ensure tracking sheets of trays and orders are current. Ensure staff is doing sweeps of poolside and all buildings. The captain will conduct routine checks of all floors and poolside area to see that all trays are retrieved and no dishes or trash remain.
• Assist in supervising the restaurant operations and staff as needed...

AVERAGE 80% (% of time subject to managers’ discretion and will be changed according to the needs of Food & Beverage at the time.) OF Time:

• Answering phones and taking orders, conducting call backs.
• Preparing orders/Amenities and ensuring quality control.
• Accounting for all amenities for their shift as well as the following shift. Communicating with the front desk staff ensuring all information and room numbers are accurate.
• Supervising other staff, maintaining a high level of service standards.
• Being present in IRD department monitoring all facets of the AM/PM shift.
• Monitoring poolside orders as well as checking on guests who are in the pool area. Taking orders and supervising pool bar. Facilitate set up and break down of pool bar during summer season. Conduct guest satisfaction checks with poolside guests.
• Conducting sweeps of buildings and poolside areas.
• Making sure that the IRD departmental areas are constantly clean and up to par.
• Maintaining all storage and cooling units, keeping them clean and seeing all product is fully stocked and maintained.

Average 20%

Of Time:

• Administrative work in the office.
• Schedules and Email communication.
• Meetings
• Reports and Recaps.
• Payroll
• Supervising the Restaurant, F&B outlets.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the resort. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Sheraton Carlsbad Resort & Spa’s rules and regulations for the safe and effective operation of the resort’s facilities. Employees who violate resort rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the resort:

• Additional duties as necessary and assigned.
• Supervising the restaurant and its staff.
• Create S.O.P’s and enforce.
• Enforce staff’s overall look and hygiene.
• Monitor and facilitate GEI scores, make every effort to meet and surpass our target scores.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess proficient computational ability.
• Must possess proficient computer skills.
• Ability to solve problems and make rational decisions.

• Knowledge of resort food and beverage menus.
• Knowledge of food and alcoholic beverages.

Physical Demands

• Most work tasks are performed indoors. Temperature generally is moderate and controlled by resort environmental systems; however, must be able to work in extreme temperatures like freezers (-10°F) and kitchens (+110°F), possibly for one hour or more.
• Position requires walking and being on ones feet for most of the working day; must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach different restaurants and other departments of the resort on a timely basis.
• Must be able to exert well-paced ability in restaurant and hotel spaces.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
• Must be able to lift up to 15 lbs. on a regular and continuing basis.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

Qualifications

QUALIFICATION STANDARDS

Education

• High school or equivalent education required. College Degree preferred.

Experience

• 2+ years previous experience in a similar or related field preferred.
• Previous experience with Microsoft Word and Excel programs.
• Working knowledge of Open Table and/or Micros or comparable system.

Licenses or Certificates

• Must have valid Food Handler’s Card

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Sheraton Carlsbad Resort & Spa standards. Their clothes, shoes and uniforms must meet current requirements for color and style. All items must be clean and odor free.

Attendance:

Regular attendance in conformance with the standards, which may be established by Sheraton Carlsbad Resort & Spa from time to time, is essential to the successful performance of this position. Employees with irregular attendance / attendance violations will be subject to disciplinary action, up to and including termination of employment. Upon employment, all employees are required to fully comply with Sheraton Carlsbad Resort & Spa rules and regulations will be subject to disciplinary action, up to and including termination of employment.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.