Administration

· 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.

· Conducts regular departmental communications briefing and meetings in the absence of the In-Room Dining Manager

· 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 Service

· Assists to ensure that all associates deliver the brand promise and provide exceptional guest service at all times.

· 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.

· Utilises the in-room dining point-of-sales system as prescribed.

· Ensures that all sales are properly recorded, following prescribed procedures for ordering, voiding or correcting items.

· Assists to ensure that associates also provide excellent service to internal customers in other departments as appropriate.

· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

· Maintains positive guest and colleague interactions with good working relationships.

· Establishes a rapport with guests maintaining good customer relationships.

· Follows a guest history database developed for the In-Room Dining and constantly updates it with guidelines from the management.

· Assists in developing and implementing a program to enhance customer loyalty.

· Personally and frequently verifies that guests in the in-room dining are receiving the best possible service.

· 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.

Financial

· 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.

· Assists to improve productivity levels and prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

· Assists to ensure that the in-room dining is operated in line with maximising profit while delivering on the brand promise.

· Assists to achieve the monthly and annual personal target and the in-room dining’s revenue.

· 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 information

· Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.

· Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.

Marketing

· Assists to prepare a yearly marketing plan which is the basis of the Food Beverage Annual Marketing Plan.

· Advises the In-Room Dining Manager of any marketing and public relations opportunities to increase awareness and ultimately business.

Operational

· Assists to ensure that minimum brand standards have been implemented.

· 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.

· Assists to monitor service and food and beverage standards in the in-room dining to take corrective actions where necessary.

· Frequently verifies that only fresh products are used in food and beverage preparation.

· Assists the In-Room Dining Manager with creative suggestions and ideas.

· Assists with monthly inventory checks on all operating equipment and supplies.

· 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.

· Ensures that the in-room dining is kept clean and organised, both at the front as well as the back of house.

· Liaises and organises with housekeeping department that the established cleaning schedules are strictly adhered to.

Personnel

· 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 department’s grooming standards.

· Assist to maximise the effectiveness of associates by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

· Assists to conduct annual performance development discussions with associates and to support them in their professional development goals.

· Assists in the development of service coaches through ongoing feedback and monthly meetings.

· Assists to plan and implement effective training programmes for associates in coordination with the learning manager and service coaches.

· Assists to prepare and post the weekly work schedules.

· Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

· Assists to feedback the results of the associate’s opinion survey and ensure that the relevant changes are implemented.

· 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).

· 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 Duties

· Attends and contributes to all training sessions and meetings as required.

· Is knowledgeable in statutory legislation in associates and industrial relations.

· Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.

· Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.

· 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.

· Ensures high standards of personal presentation and grooming.

· Responds to changes in the Food Beverage function as dictated by the industry, company and hotel.

· Fully understands and adheres to Hyatt’s Food and Beverage Vision and Mission.

· Carries out any other reasonable duties and responsibilities as assigned.

· Remains motivated, competitive, and accountable.

· Reports for duty punctually, wearing the correct uniform and name badge at all times.

Administration

· 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.

· Conducts regular departmental communications briefing and meetings in the absence of the In-Room Dining Manager

· 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 Service

· Assists to ensure that all associates deliver the brand promise and provide exceptional guest service at all times.

· 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.

· Utilises the in-room dining point-of-sales system as prescribed.

· Ensures that all sales are properly recorded, following prescribed procedures for ordering, voiding or correcting items.

· Assists to ensure that associates also provide excellent service to internal customers in other departments as appropriate.

· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

· Maintains positive guest and colleague interactions with good working relationships.

· Establishes a rapport with guests maintaining good customer relationships.

· Follows a guest history database developed for the In-Room Dining and constantly updates it with guidelines from the management.

· Assists in developing and implementing a program to enhance customer loyalty.

· Personally and frequently verifies that guests in the in-room dining are receiving the best possible service.

· 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.

Financial

· 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.

· Assists to improve productivity levels and prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

· Assists to ensure that the in-room dining is operated in line with maximising profit while delivering on the brand promise.

· Assists to achieve the monthly and annual personal target and the in-room dining’s revenue.

· 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 information

· Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.

· Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.

Marketing

· Assists to prepare a yearly marketing plan which is the basis of the Food Beverage Annual Marketing Plan.

· Advises the In-Room Dining Manager of any marketing and public relations opportunities to increase awareness and ultimately business.

Operational

· Assists to ensure that minimum brand standards have been implemented.

· 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.

· Assists to monitor service and food and beverage standards in the in-room dining to take corrective actions where necessary.

· Frequently verifies that only fresh products are used in food and beverage preparation.

· Assists the In-Room Dining Manager with creative suggestions and ideas.

· Assists with monthly inventory checks on all operating equipment and supplies.

· 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.

· Ensures that the in-room dining is kept clean and organised, both at the front as well as the back of house.

· Liaises and organises with housekeeping department that the established cleaning schedules are strictly adhered to.

Personnel

· 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 department’s grooming standards.

· Assist to maximise the effectiveness of associates by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

· Assists to conduct annual performance development discussions with associates and to support them in their professional development goals.

· Assists in the development of service coaches through ongoing feedback and monthly meetings.

· Assists to plan and implement effective training programmes for associates in coordination with the learning manager and service coaches.

· Assists to prepare and post the weekly work schedules.

· Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

· Assists to feedback the results of the associate’s opinion survey and ensure that the relevant changes are implemented.

· 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).

· 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 Duties

· Attends and contributes to all training sessions and meetings as required.

· Is knowledgeable in statutory legislation in associates and industrial relations.

· Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.

· Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.

· 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.

· Ensures high standards of personal presentation and grooming.

· Responds to changes in the Food Beverage function as dictated by the industry, company and hotel.

· Fully understands and adheres to Hyatt’s Food and Beverage Vision and Mission.

· Carries out any other reasonable duties and responsibilities as assigned.

· Remains motivated, competitive, and accountable.

· Reports for duty punctually, wearing the correct uniform and name badge at all times.

· Minimum 2 years of experience in similar position.

· Ideally with a relevant degree.

· Exceptional problem-solving and decision-making abilities.

· Excellent interpersonal skills.

· Demonstrate a growth mindset.

· Coach, mentor Empower T.E.A.M.

· Minimum 2 years of experience in similar position.

· Ideally with a relevant degree.

· Exceptional problem-solving and decision-making abilities.

· Excellent interpersonal skills.

· Demonstrate a growth mindset.

· Coach, mentor Empower T.E.A.M.