Job Description

Description:Administrationxc2xb7 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.xc2xb7 Conducts regular departmental communications briefing and meetings in the absence of the In-Room Dining Managerxc2xb7 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 Servicexc2xb7 Assists to ensure that all associates deliver the brand promise and provide exceptional guest service at all times.xc2xb7 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.xc2xb7 Utilises the in-room dining point-of-sales system as prescribed.xc2xb7 Ensures that all sales are properly recorded, following prescribed procedures for ordering, voiding or correcting items.xc2xb7 Assists to ensure that associates also provide excellent service to internal customers in other departments as appropriate.xc2xb7 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.xc2xb7 Maintains positive guest and colleague interactions with good working relationships.xc2xb7 Establishes a rapport with guests maintaining good customer relationships.xc2xb7 Follows a guest history database developed for the In-Room Dining and constantly updates it with guidelines from the management.xc2xb7 Assists in developing and implementing a program to enhance customer loyalty.xc2xb7 Personally and frequently verifies that guests in the in-room dining are receiving the best possible service.xc2xb7 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.Financialxc2xb7 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.xc2xb7 Assists to improve productivity levels and prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.xc2xb7 Assists to ensure that the in-room dining is operated in line with maximising profit while delivering on the brand promise.xc2xb7 Assists to achieve the monthly and annual personal target and the in-room dinings revenue.xc2xb7 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 informationxc2xb7 Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.xc2xb7 Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.Marketingxc2xb7 Assists to prepare a yearly marketing plan which is the basis of the Food & Beverage Annual Marketing Plan.xc2xb7 Advises the In-Room Dining Manager of any marketing and public relations opportunities to increase awareness and ultimately business.Operationalxc2xb7 Assists to ensure that minimum brand standards have been implemented.xc2xb7 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.xc2xb7 Assists to monitor service and food and beverage standards in the in-room dining to take corrective actions where necessary.xc2xb7 Frequently verifies that only fresh products are used in food and beverage preparation.xc2xb7 Assists the In-Room Dining Manager with creative suggestions and ideas.xc2xb7 Assists with monthly inventory checks on all operating equipment and supplies.xc2xb7 Have a thorough knowledge and understanding of all food and beverage items in the menu and the ability to recommend food and beverage combinations and upsell alternatives.xc2xb7 Ensures that the in-room dining is kept clean and organised, both at the front as well as the back of house.xc2xb7 Liaises and organises with housekeeping department that the established cleaning schedules are strictly adhered to.Personnelxc2xb7 Ensures the punctuality and appearance of all Food & Beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and departments grooming standards.xc2xb7 Assist to maximise the effectiveness of associates by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.xc2xb7 Assists to conduct annual performance development discussions with associates and to support them in their professional development goals.xc2xb7 Assists in the development of service coaches through ongoing feedback and monthly meetings.xc2xb7 Assists to plan and implement effective training programmes for associates in coordination with the learning manager and service coaches.xc2xb7 Assists to prepare and post the weekly work schedules.xc2xb7 Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.xc2xb7 Assists to feedback the results of the associates opinion survey and ensure that the relevant changes are implemented.xc2xb7 Assists with Hotel Guest feedback, complaints, views, etc. posted on websites, print or electronic media or any other available communication channels and streamline Text Analyzer Tool (NBA).xc2xb7 Works closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.Other Dutiesxc2xb7 Attends and contributes to all training sessions and meetings as required.xc2xb7 Is knowledgeable in statutory legislation in associates and industrial relations.xc2xb7 Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.xc2xb7 Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.xc2xb7 Reads the hotel's associate guidebook and understand and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.xc2xb7 Ensures high standards of personal presentation and grooming.xc2xb7 Responds to changes in the Food & Beverage function as dictated by the industry, company and hotel.xc2xb7 Fully understands and adheres to Hyatts Food and Beverage Vision and Mission.xc2xb7 Carries out any other reasonable duties and responsibilities as assigned.xc2xb7 Remains motivated, competitive, and accountable.xc2xb7 Reports for duty punctually, wearing the correct uniform and name badge at all times.Qualifications:xc2xb7 Minimum 2+ years of experience in similar position.xc2xb7 Ideally with a relevant degree.xc2xb7 Exceptional problem-solving and decision-making abilities.xc2xb7 Excellent interpersonal skills.xc2xb7 Demonstrate a growth mindset.xc2xb7 Coach, mentor & Empower T.E.A.M.

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