At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.
Named one of Central Florida’s Top Workplaces and one of America’s Best-in-State Employers by Forbes, we are committed to our “power of we” culture.
Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?
We offer excellent benefits and perks including one free meal per shift and free theme park access.
We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.
We embrace diversity at our core and offer the opportunity for all team members to reach their potential.
We invest in training and development opportunities for all team members.
We promote social responsibility by being a good neighbor in the community.
We care for you, just as we care for others.
About Hard Rock Hotel
Join the band and deliver show-stopping service at one of the coolest hotels on the planet, designed as a rock star’s mansion.
Assist in the organization, management and administration and all operational aspects for the In Room dining department. Maintain high quality products and service levels. Expected to market ideas to promote business, reduce employee turnover; maintain revenue and payroll budgets; and meet budgeted productivity while keeping quality consistently high.
Qualifications
Associate of Science Degree or higher in Hospitality Management or equivalent experience
Five + years diversified management experience in large upscale hotel environment
Minimum two years Food and Beverage Service experience
Excellent computer skills with knowledge of or ability to learn various hospitality related software applications, preferably HIS, Aloha, Espresso
Excellent management, organizational, communication, training and leadership skills
Outstanding guest service skills and abilities
Able to work a flexible schedule, including evenings, weekends and holidays
Essential Functions and Responsibilities:
Oversee all aspects of the daily operation of the hotel’s Room Service operation.
Supervise all Room Service personnel.
Maintains appropriate staffing levels through effective forecasting, recruiting, selection, hiring and training
Establishes policies and procedures for the department, designed to provide service levels which exceed the expectations of the guests
Oversees supervision of personnel and work assignments to maximize performance and ensure that all personnel perform in a friendly professional manner at all times
Establishes and ensures adherence to departmental and Loews Hotels guidelines, policies and procedures
Develops/maintains all departmental budgets, forecasts and schedules
Schedules personnel so as to ensure optimum performance of department
Monitors/maintains daily payroll reports/records, maintains labor costs within established budgetary limits
Manages all aspects of, the delivery of service, related to Room Service, Star Service Hotline and Refreshment Pantry
Coordinates set up, presentation of service and maintenance of all Hospitality Suite function activities
Provides personal attention to VIP guests in order to ensure 100% satisfaction
Controls and maintains inventories of all equipment, materials and supplies associated with the Room Service, Star Service Hotline and Refreshment Pantry operations
Prepares/Approves all requisitions for Room Service/Star Service and Refreshment Pantry
Monitors and ensures adherence to all Room Service/Star Service, Refreshment Pantry standards, policies and procedures
Plans and coordinates required maintenance of all Room Service, Star Service and Refreshment Pantry equipment
Maintains departmental log records documenting pertinent business/operations related information and unusual activities.
Communicates pertinent information to supervisors in order to maintain efficient operation of the department
Conducts regularly scheduled meeting as required to maintain communication with all department personnel
Review's all guest comments or complaints and responds as necessary to ensure
Assists Food and Beverage Director and Chef in periodic revision and updating of Room Service offerings and production of new menus
Assists Food and Beverage Director and Chef in the development of new amenities packages
Communicates frequently with Telecommunications/Star Service Hotline Manager, Executive Housekeeper, Chief Engineer and Chef to ensure smooth efficient communication between departments
Interviews, selects, trains, appraises, coaches, counsels and disciplines departmental personnel according to Loews standards
Follows New Hire Training and ongoing Star Service Competency program in accordance with hotel policy
Determines need for, and conducts appropriate on-going training as required by Loews Hotels corporate training standards
Evaluates individual employee performance, determines areas in need of improvement, or requirements for advancement, establishes goals objectives and training needs required to achieve same.
Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction and to maintain market dominance and exceptional financial returns.
Attends appropriate hotel meetings to include group pre-convention meetings and communicates information on in-house and group related activities to staff
Other duties as assigned
General
Promotes and applies teamwork skills at all times
Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
Is polite, friendly, and helpful to guests, management and fellow employees
Executes emergency procedures in accordance with hotel standards
Complies with required safety regulations and procedures
Attends appropriate hotel meetings and training sessions
Maintains cleanliness and excellent condition of equipment and work area
Complies with hotel standards, policies and rules
Recycles whenever possible
Remains current with hotel information and changes
Complies with hotel uniform and grooming standard