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Assistant Manager - In Room Dining

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Mandarin Oriental Hotel Group

1mo ago

  • Job
    Full-time
    Mid Level
  • Hospitality & Retail
    People, HR & Administration
  • Dubai

AI generated summary

  • You need a high school diploma, 3 years’ luxury dining experience, hospitality management degree preferred, strong communication skills in English, and HACCP knowledge. Multilingual is a plus.
  • You will assist in daily operations, enforce standards, manage shifts, maintain communication with the kitchen, maximize reservations, analyze performance, and ensure exceptional guest experiences.

Requirements

  • High School qualification or equivalent.
  • Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred.
  • 3 years’ experience as an Assistant Restaurant Manager in a luxury hotel or high-end independent restaurant.
  • International work experience in at least two of the following regions: Asia, Europe, North America and preferably Middle East.
  • Restaurant pre-opening experience is preferred.
  • Ability to understand guest needs and expectations and to deliver superior customer service through own initiative and through driving and motivating the team accordingly.
  • Strong knowledge of HACCP preferred.
  • Competent computer skills including MS Office or equivalent.
  • Ability to understand effective approaches of communication with different individuals.
  • Able to empower colleagues and communicate clearly with peers and direct reports.
  • Strong on the job and classroom style training skills.
  • Excellent verbal and written communication skills in English.
  • Verbal and written communication skills in Arabic or other languages are preferred.

Responsibilities

  • Support the In Room Dining Manager in all operational and administrative aspects of the restaurant.
  • Prioritise the required level of engagement depending on the business volumes and other related parameters.
  • Take charge of the outlet and the department in the In Room Dining Manager's absence.
  • Enforce and monitor that all operational standards, as per our policies, SOP and quality measures are in place always.
  • Support the In Room Dining Manager to supervise the side duty schedules for all positions and ensure compliance and follow through.
  • Support the In Room Dining Manager to supervise the maintenance and cleanliness of the outlet and as assigned carry out monthly or more frequent walk-throughs with the respective engineering and housekeeping colleagues and follow up accordingly on the produced reports to achieve an immaculate environment.
  • Oversee the daily operation of the outlet and manage shifts effectively to assure a smooth and effective overall operation.
  • Maintain a good relationship and steady communication with the Chef de Cuisine and his team, particularly during operation hours.
  • Ensure that reservations are managed well within the outlet and seating capacities are effectively maximised.
  • Constantly identify areas for improvement in service and food and beverage quality by reviewing various service quality audit reports, guest comment cards and guest incident reports, and share observations and recommendations with the outlet manager.
  • Support the In Room Dining Manager to maintain a clear overview of all POS- point of sales related set ups and carry out regular check on accuracy of all items.
  • Ensure accuracy of all menus: current, spelled correctly, clean and presentable and ascertain menu description are up to date and distributed appropriately.
  • Follow all procedures, policies and practices about the Jardine accounting related requirements for F&B outlets.
  • Oversee and maintain solid records of all Annual Leave and Public Holiday clearance and assure none are accumulated within the outlet.
  • Support the In Room Dining Manager in monitoring the monthly P&L and carry out regular detailed analysis of outlet related financial information.
  • Assist the In Room Dining Manager to plan and execute special promotional activities for the outlets and plan for festive season events related to the outlet.
  • Observe the competition, current market and international trends, prices with the market and other new ideas and forward them to the Restaurant Manager.
  • Attend and participate all required meetings as scheduled.
  • Provide leadership, direction and support to all outlet colleagues at any time, particularly during the operation hours.
  • Ensure that MOHG’s grooming and appearance standards are implemented and maintained always to reflect an image of professionalism and care.
  • Assist the In Room Dining Manager to prepare a weekly roster to schedule all colleagues effectively to maintain the service standards of Mandarin Oriental while operating within budgeted labour cost guidelines and headcounts, depending on the business volume.
  • Conduct counselling and disciplinary action as appropriate in accordance with Mandarin Oriental Downtown’s procedures.
  • Encourage proactive, efficient and effective inter-departmental communication within and beyond the F&B division to promote a climate of teamwork and enthusiasm.
  • Being fully involved in the service and show strong presence to customers on the floor.
  • Personally, monitor and follow through on any requirements of VIP guests.
  • Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs) standards.
  • Constantly drive and motivate the team to create specific WOW moments to surprise and delight guests in the restaurants.
  • Handle effectively any kind of customer complaints being verbal or written.
  • Ability to work long hours with a strong focus on operational excellence.
  • Familiar with restaurant point of sales and cashiering procedures.
  • Knowledge of Fine Dining service procedures and standards as well as casual dining procedures.
  • Well organized and possess a solid administrative capability.
  • Proven ability to successfully support, motivate and lead a large and diverse team.
  • Ability to organize large projects and events with guidance of the Restaurant Manager.
  • Able to use documented performance management systems and handling disciplinary processes with guidance of the restaurant manager.
  • Perform job with attention to details and the ability to organize and handle multiple tasks.

FAQs

What is the primary role of the Assistant Manager - In Room Dining?

The primary role of the Assistant Manager - In Room Dining is to support the In Room Dining Manager in all operational, administrative, and financial aspects of the outlet, and to assume full responsibility in the manager's absence.

What qualifications are preferred for this position?

A Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred, along with a high school qualification or equivalent.

How much experience is required for the Assistant Manager position?

A minimum of 3 years’ experience as an Assistant Restaurant Manager in a luxury hotel or high-end independent restaurant is required.

Is international work experience necessary for this role?

Yes, international work experience in at least two regions—Asia, Europe, North America, and preferably the Middle East—is preferred.

What skills are essential for the Assistant Manager - In Room Dining?

Essential skills include strong knowledge of HACCP, excellent communication skills in English, the ability to understand guest needs, and competent computer skills, including MS Office.

What type of experience is preferred for candidates applying for this position?

Restaurant pre-opening experience is preferred.

Will the Assistant Manager need to conduct training for the team?

Yes, the Assistant Manager should possess strong on-the-job and classroom-style training skills.

Are language skills important for this position?

Yes, excellent verbal and written communication skills in English are essential, and proficiency in Arabic or other languages is preferred.

What are the working hours for this role?

The role requires the ability to work long hours with a strong focus on operational excellence.

Is there a focus on guest satisfaction in this role?

Yes, ensuring customer satisfaction from arrival to departure in accordance with the MOHG Legendary Quality Experiences (LQEs) standards is a key responsibility.

Does the Assistant Manager need to handle customer complaints?

Yes, the Assistant Manager is expected to handle any kind of customer complaints effectively, whether verbal or written.

What is the importance of inter-departmental communication in this role?

The role requires encouraging proactive, efficient, and effective inter-departmental communication to promote a climate of teamwork and enthusiasm.

Will the Assistant Manager be involved in special promotional activities?

Yes, the Assistant Manager will assist the In Room Dining Manager in planning and executing special promotional activities for the outlet.

How should the Assistant Manager address VIP guests?

The Assistant Manager should personally monitor and follow through on any requirements of VIP guests to ensure their satisfaction.

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Mandarin Oriental Hotel Group

Travel & Leisure
Industry
10,001+
Employees
1963
Founded Year

Mission & Purpose

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and 7 residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group. Mandarin Oriental’s aim is to be recognized widely as the best global luxury hotel group, providing 21st century luxury with oriental charm in each of its hotels. This will be achieved by investing in the Group’s exceptional facilities and its people, while maximizing profitability and long-term shareholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The strategy of the Group is to open the hotels currently under development, while continuing to seek further selective opportunities for expansion around the world. The parent company, Mandarin Oriental International Limited, is incorporated in Bermuda and has a premium listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. Mandarin Oriental Hotel Group International Limited, which operates from Hong Kong, manages the activities of the Group’s hotels. Mandarin Oriental is a member of the Jardine Matheson Group.