ROOM SERVICE SUPERVISOR - GRAN MELIA HOTEL PALAZZO CORDUSIO

Job description

MISSION: Assists the manager, plans, coordinates and supervises the operation of the different services carried out within their department according to the quality standards of the hotel, for guest satisfaction, contributing to the image of the hotel. Reports any areas of opportunity to their superior, monitoring and ensuring that they are resolved.

OPERATIONS
* Supervise breakfast - lunch - dinner services.
* Verify compliance with standards in terms of: -Service delivery procedures
* -Service set up procedures
* -Cleanliness and stock standards

* Controlling movement times in the delivery of services
* Coordinate with the kitchen for quality control and presentation of dishes.
* Overseeing the shelf-life turnover programme, as well as compliance verification
* Control the proper handling of operating equipment
* Perform cash cut-off and closing of the REVO department for the day.
* Attending to the reception and inventory of trolleys
* Controlling access to and delivery of goods from the warehouse.
* Perform and review the VIP small gifts that are presented during the day, as well as the elaboration of consumption cheques.
* Controlling discipline and cleanliness within the work area.
* Troubleshoot problems encountered during operation.
* Ensure awareness, spread and participate in health and safety programs.

ECONOMIC-FINANCIAL
* Be knowledgeable of their department's budget
* Is knowledgeable of the department's economic performance
* Is knowledgeable of the economic goals of the hotel and their department, as well as their fulfilment.

HUMAN RESOURCES
* Support and participate in the development plans of core staff and trainees (if applicable).
* Be knowledgeable of the development plans and tools in Human Resources and promote their use (Melia Home, climate, E-melia, development plans, Moving-Up, Graduates Programs, Code of Ethics...).
* Identify high potential staff, as well as actively participate in the development of the team and trainees (if applicable).
* Support the implementation of action plans that impact on the commitment and climate of the team.
* Encourage the participation of their team in the wellness programmes available at the Hotel.
* Promote the use of social media following the guidelines established by the company.

CUSTOMER EXPERIENCE
* Be knowledgeable of the Brand philosophy, implementing the standards, operational and identity manuals that apply to their department.
* Ensure the customer's experience and personalise their stay, anticipating their needs and exceeding their expectations.
* Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found.
* To know and participate in the achievement of the objectives of the Voice of the Customer and to ensure that these objectives are met, participating in the improvement plans established in their area.
* Be knowledgeable with the Sensory Architecture established for their areas and ensure compliance with it.
* Be knowledgeable of the hotel's services and facilities as well as the entertainment programme, experiences and events, ensuring that the team has all the information to be able to promote them to guests.

HEALTH & SAFETY// HEALTHY WORKPLACE
* Be knowledgeable of the hotel’s evacuation plan.
* Support in the responsibilities assigned to them in the Centre's Self-Protection Manual or local equivalent in other countries.
* Be knowledgeable of the methods, work procedures and risks inherent to their activity.
* Be knowledgeable of the individual protection equipment of the department and to support in its correct implementation and use by means of the corresponding training actions.
* Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.


REQUIREMENTS
EDUCATION AND TRAINING: Higher degree and/or university degree, preferably Tourism or Hospitality, or similar.
LANGUAGES: Local language (depending on the geographical location of the property) and advanced English. A third language will be highly valuable.
SPECIFIC KNOWLEDGE:
* Knowledge of the latest waiting trends.
* Knowledge of REVO, and POS management.
* Advanced command of the Office 365 package
* Knowledge of hotel operations.
* Ability to work in a team, service orientation, quality and professionalism, global and strategic vision and communication and influence as key competencies.
* Creativity and innovation.

EXPERIENCE: At least 1 years’ experience in a similar position, in the sector.

Desired profile

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About Meliá Hotels International

At Meliá we are all Very Inspiring People, great professionals who make everyday life easier and more exceptional. From newcomers to veterans, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to creating your future wherever you wish.