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F&B Supervisor - In Room Dining

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Mandarin Oriental Hotel Group

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail
  • Dubai

AI generated summary

  • You need a high school diploma, 2+ years in a 5-star hotel, supervisory experience, strong communication skills, organizational abilities, and flexibility for varied shifts.
  • You will supervise daily operations, ensure service quality, engage with guests, address complaints, foster teamwork, train staff, and maintain cleanliness while adhering to hotel policies.

Requirements

  • High School qualification or equivalent.
  • Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred.
  • Experience as Supervisor in a high-volume restaurant with highest levels of service is preferred.
  • A minimum of 2 years of experience working in a 5-star luxury hotel environment.
  • Ability to understand guest needs and to deliver superior customer service.
  • Proven ability to successfully support the management to motivate and lead a diverse team.
  • Basic computer skills including MS Office.
  • Fluent verbal and written communication skills in English.
  • Verbal and written communication skills in Arabic or other languages are preferred.
  • Strong interpersonal and communication skills, with the ability to interact effectively with guests, colleagues, and stakeholders at all levels.
  • Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
  • Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.

Responsibilities

  • Supervise the daily operations of the outlet, ensuring smooth and efficient service, while monitoring service standards, food quality and guest satisfaction
  • Understand and comply with all corporate and hotel policies and standard operating procedures. Ensure compliance with all health, safety and sanitation regulations
  • Conduct regular inspections and maintain a clean, safe and organized environment
  • Have a very good understanding of the outlet’s concept and food and beverage offerings and be able to verbally explain those to guests and to train colleagues on them
  • To respond proactively to guest enquiries, ensuring that appropriate action is taken in the absence of the manager in charge
  • Being fully involved in the service and show strong presence on the floor. Run a station if required
  • Personally monitor and follow through on any requirements of VIP guests who are dining in the restaurants as directed by the restaurant management
  • Support the Restaurant/ Outlet Manager to maintain a clear overview of all POS- point of sales, by carrying out regular checks on accuracy of all items
  • Constantly identify areas for improvement in service and food and beverage quality through guest comments, comment cards and guest incident reports and share observations and recommendations with the Outlet Manager
  • Maintain a great synergy between all outlets within Food & Beverage as well as the Hotel overall to assure maximum efficiency
  • Ensure proper presentation of all menus: current, clean and presentable
  • Support the Restaurant/ Outlet Manager when required to train colleagues in accordance with the applicable standards and policies
  • Identify departmental learning and development needs for all colleagues of the restaurants and share those with the Restaurant/Outlet Manager
  • Act as a hotel “ambassador” at all times
  • Perform any other reasonable duties as required by the Restaurant/ Outlet Manager or the Assistant Restaurant/ Outlet Manager
  • Warmly engage and converse with guests
  • Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs)
  • Listen to every guest and observe body language carefully in order to be able to understand guest needs and expectations and consistently delight and satisfy every guest
  • Create WOW moments to surprise and delight in house guests
  • Handle and resolve effectively any kind of customer complaints being verbal or written. More severe customer complaints will be reported to managers without fail
  • Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise
  • Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service
  • Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement
  • Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence
  • Encourage proactive, efficient and effective communication within the outlet in order to promote a climate of teamwork and enthusiasm

FAQs

What are the primary responsibilities of the F&B Supervisor in In Room Dining?

The F&B Supervisor is responsible for overseeing daily operations, ensuring service standards and food quality, managing and developing team members, and delivering an exceptional dining experience for guests.

What qualifications are required for this position?

A high school qualification is required, while a degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred. A minimum of 2 years of experience in a 5-star luxury hotel environment is also required.

Is previous supervisory experience necessary for this role?

Yes, experience as a Supervisor in a high-volume restaurant with high service levels is preferred.

Are there language requirements for this position?

Fluency in verbal and written English is required, and additional language skills, such as Arabic, are preferred.

What skills are essential for success in this role?

Strong interpersonal and communication skills, exceptional organizational skills, attention to detail, and the ability to multitask and prioritize in a fast-paced environment are essential for success in this role.

Will I need to work different shifts, including on weekends and holidays?

Yes, flexibility to work a variety of shifts, including evenings, weekends, and holidays, based on business needs is required for this position.

How does the F&B Supervisor engage with guests?

The F&B Supervisor is expected to warmly engage with guests, ensure customer satisfaction, listen to guest needs, and create memorable experiences.

What is the importance of team communication in this role?

Promoting effective communication within the team is crucial to fostering a positive work environment, ensuring teamwork, and addressing any conflicts or issues that may arise.

What type of training or development opportunities are available for colleagues?

The F&B Supervisor will identify learning and development needs for all team members and support the Restaurant/Outlet Manager in training colleagues according to applicable standards and policies.

How does the F&B Supervisor handle customer complaints?

The F&B Supervisor effectively handles and resolves customer complaints, ensuring any severe issues are reported to management promptly.

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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.