Hilton Room Service and Minibar Assistant Manager in Sydney, Australia

Specific Duties

Focus on Customer Service

·Ensure a consistently high standard of presentation is maintained for both departments and personnel.

·Actively solicit customer feedback.

·Ensure the smooth and hassle-free running of various serving periods or Room Service and Minibar.

·Ensure all food and beverage servings are consistently to a high standard.

·Ensure a fast and efficient delivery at all time and with a high standard of service.

·To ensure all customer inquiries and requests are handled in a polite and efficient manner

·Monitor P&L results and implement procedures to enhance results

·Ensure a high level of product knowledge

·Ensure a high level of the hotel and the local area.

Training and Leadership

·Support Development of team and individual skills.

·Actively improve performance of team and skill level

·Ensure Team Members regularly attend communications meetings held within department.

·Assist in implementing a full training plan within the department to develop all team members to their full potential.

·Ensure Technical and Behavioural skills training is conducted for all team members within department.

·Ensure the jobs skills program is followed for all new RS and MB team members.

·Ensure training records are kept and updated.

·Ensure planned training is completed.

·Ensure pulse checks, annual performance reviews and 1on1’s are conducted with all team members.

·Communicate with the senior F&B management on key developments within departments

·Actively improve performance within team through coaching, mentoring and training

·Ensure communication between Room Service/Minibar & all other areas of the hotel is professional, efficient and thorough.

·Ensure Hilton Brand Standards are consistently practiced by all team members.

·Ensure grooming within the department is in line with the hotel policy.

·Motivate colleagues and create a team environment through living Esprit

·Ensure the well being of all IRD and Minibar Team.

·Review Team Member opinion survey’s and implement and act on action plans.

·Actively communicate and encourage the importance of Blue Energy and share the stories within hotel and department.

Quality and Standards

·To ensure all systems are kept up to date with accurate information and the Hilton International standards are complied fully.

·Maintain accuracy of recording procedures

·Adhere to company credit policies to ensure all expected revenues are secured.

·Review, maintain and implement systems and procedures as directed.

·Ensure daily shift handovers are conducted in a professional and constructive manner.

·Regularly spot check duty shifts checklists to ensure tasks completed.

·Review daily report to ensure systems are being maintained as per company policies and procedures.

·Ensure that minimum standards are establish for plant, materials, equipment, product, buildings and employee work activities are attained and maintained

·Ensure operation is in line with hotel standards of HACCAP program (Hazard, Analysis, Critical Control Point)

·Ensure recording of required HACCAP tracking sheet is performed as per hotel standards.

SALT and Service Recoveries

·Consistently monitor & review departmental SALT responses

·Investigate and provide feedback and answers.

·To action as required and learn from SALT feedback.

·To ensure service recoveries are handled and dealt with swiftly and professionally.

·Improve communication between FO, Kitchen, Magic, and IRD to ensure highest level of service is provided to minimise complaints and to resolve any complaints that might happen.

·Develop and implement plans to grow SALT scores

·Manage the delivery of customer service

VIPs and Special Requests

·To handle, action and follow up on any special requests

·To be the point of contact for group reservations and any questions or queries they might have.

·Monitor and ensure delivery of VIP amenities are performed according to request.

·Ensure recording and cost management of services performed.

·Ensure delivery of VIP treatment and VIP service.

·Ensure communication between HH manager and IRD and VIP requests

·Ensure VIP arrivals are provided with the appropriate amenities.

·Actively plan and implement ways to generate the Hilton Blue energy stories

·Actively communicate and build a Blue Energy culture.

Workplace Health and Safety

Team members will be accountable to their supervisor or manager for:

·To have working knowledge of state and federal legislations such as Liquor Act, Food Act

·To ensure that HACCP is recorded and submitted at the beginning of each month for the previous month.

·To make sure all and any relevant storage area is kept to a high standard of cleanliness and tidiness.

·To ensure the liquor license is not contravened under any circumstances.

·Provide the necessary leadership to ensure the WHS and IM provisions of WHSIM system are carried out at all times

·Take the necessary management actions and make decisions, consistent with the intention of the WHS policy

·Develop and implement plans, procedures and actions to ensure the WHS policy objectives and targets are met

·Ensure that minimum standards are established and maintained for plant, materials, equipment, product, buildings and team member work activities

·Manage workplace injuries in accordance with the Return to Work policy and procedures, ensuring injured workers are effectively managed and an early return to the workplace is achieved.

·Undertake workplace risk assessment in consultation with team members

·Ensure identified hazards are controlled in accordance with an established hierarchy of control

·Ensure control actions are implemented in a timely manner

·Ensure sufficient and suitable personal protective equipment is provided, suitably maintained and correctly used when required

·Monitor contractor WHS performance in area of responsibility

·Take any such action that is necessary to guarantee the integrity of the WHS systems manual and its requirements

·Carry out workplace inspections, identifying potential or current hazards and ensure corrective actions are taken

·Will be held personally accountable for the health and safety of their area of responsibility, including the degree of information, instruction, training and supervision given to personnel under their control

Department / Line Managers & Supervisorsare accountable and responsible for:

·Establish responsibility and WHS leadership, which demonstrates management actions and decisions, which are consistent with the intention of the WHS policy.

·Will be held personally accountable for the health & safety of their area of responsibility, including the degree of information, instruction, training and supervision given to personnel under their control.

·Develop and implement plans, procedures and actions to ensure the WHS policy objectives can be met.

·Ensure that minimum standards are established for plant, materials, equipment, product, buildings and employee work activities are attained and maintained.

·Manage workplace injuries in accordance with the Return to Work policy and procedures, ensuring injured workers are effectively managed and an early return to the workplace is achieved.

·Carry out workplace inspections, identifying potential or current hazards and ensure corrective actions are taken.

·Ensure sufficient and suitable personal protective equipment is provided, suitably maintained and correctly used when required.

·Monitor contractor WHS performance in area of responsibility.

·Take any other such action that is necessary to guarantee the integrity of the WHS systems manual and its requirements.

THE PERSON – QUALIFICATIONS, SKILLS, EXPERIENCES

·Completed tertiary qualifications in Hospitality Management is desirable

·Must possess current Responsible Service of Alcohol (RSA) Certification

  • Previous work experience within Hospitality or Customer Service based is desirable

·Previous food hygiene experience is required

·Electronic Ordering Systems experience is desirable

  • Cash handling Experience is an advantage
  • Friendly, positive, energetic disposition
  • Excellent Communication Skills
  • Excellent Personal Grooming Skills
  • Motivated to learn new skills and techniques
  • A passion and enthusiasm to be part of a winning team

Job: Food and Beverage

Title: Room Service and Minibar Assistant Manager

Location: null

Requisition ID: HOT045SB

EOE/AA/Disabled/Veterans