Team Leader - In Room Dining

OVERVIEW/BASIC FUNCTION:Supervise, train and inspect the performance of assigned IRD associates and Employee Dining Room Attendants, ensuring that all procedures are completed to the hotels standards. Assist where necessary to ensure optimum service to the internal guests.
RESPONSIBILITIES:
• Supports the IRD/MyRestaurant manager with the day-to-day operation of both entities
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Supervise associates in maintaining cleanliness, orderliness and sanitation of all areas of responsibilities during their shift.
• Check condition of coffee, tea, water machines and its content and cleanliness, as well as make hourly supervision of all Employee Dining Room areas. Inspect the area for cleanliness, working condition and proper furniture/equipment set up; rectify any deficiencies with respective departments.
• Assist in the implementation of Employee Dining Room Rules and Regulation and F&B Policies and Procedures on proper handling of all equipments.
• Conduct monthly inventory of operating equipments and utensils.
• Conduct daily briefing for Attendants on shift; be responsible for handling of log book. Ensure that assigned Attendants have reported to work; document any late or absent cases. Inspect grooming and attire of internal guests; rectify any deficiencies.
• Communicate effectively with kitchen internal guests, stewards and all internal guests. 
• Participate with all meetings and activities involving IRD and Employee Dining Room. 
• Check storage areas for proper supplies, organization and cleanliness. Complete requisition for additional supplies needed and submit to through the purchasing system. Ensure agreement of delivery times, amounts and special arrangements.  
• Inspect table set-ups; check for cleanliness, neatness and agreement with group requirements and departmental standards; rectify deficiencies. Ensure replenishment of items on timely manner.
• Have a thorough knowledge and understanding of all IRD menu items and ability to guide and support IRD associates with menu knowledge. 
• Train IRD associates in regards of Rosewood brand and LQA standards and support IRD manager with training efforts 
• Support and supervise order taker team to ensure standard procedures are executed in line with IRD service standards
• Ensure associates deliver and orders correctly and in timely manner; actively support the delivery efforts
• Conduct occasional counts of MyRestaurant guests and communicate back to Chef De Cuisine and Director of Human Resources. 
• Observe internal guests reactions and confer frequently with attendants to ensure service satisfaction. Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Promote positive guest relations at all times. Be familiar with all hotel internal guests to overview the flow of people accurately.
• Monitor and handle guest complaints by following the six step procedures and ensuring guest satisfaction.
• Provide feedback on internal guests’ performance to manager. Report disciplinary problems to manager and participate in the counseling if and when needed. Foster and promote a cooperative working climate, maximizing productivity and associates’ morale.
• Complete work orders for maintenance repairs and submits to Engineering.  Contact Engineering directly for urgent repairs.
• Fully conversant with all the aspects of the Micros POS system
• Adhere and enforce policies and procedures with regards to cashiering, cash/credit card handling and discount/void procedures
• Complete all paperwork and closing duties in accordance with departmental standards.
• Inspect all set up and rooms for next day work.
• To maintain and comply with brand and LQA standards • To continuously support direct supervisor assuring service complies with Brand and LQA standards • To assure the knowledge of both brand and LQA standards • Take ownership to represent the brand by applying brands standards at every occasion  • Carry out all other duties and responsibilities as assigned.
QUALIFICATIONS:
• Experience:       Previous Food & Beverage experience in In-Room Dining and restaurant operation is required.
• Education:       High school diploma.
• General Skills:    Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Ability to understand guests service needs; ability to be well organized, maintain concentration and think clearly when providing service to guests within any given period of time; ability to focus attention on details; ability to suggestively sell restaurant menu items, beverages and wines; ability to access and input information into P.O.S. system; ability to maintain good coordination and timing while serving orders quickly; ability to exert physical effort in transporting food and beverage guests; ability to endure abundant physical movements throughout the work areas.
• Language: Required to speak, read and write English.
• Physical Requirements:    Must be able to exert physical effort in transporting 40 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Licenses & Certifications: None required.