Job Title: Room Service Manager

Job Number: 23125295

Job Category: Food and Beverage & Culinary

Location: JW Marriott Hotel Nairobi, Chiromo Road, Nairobi, Kenya, Kenya (View on Map)

Schedule: Full-Time

Located Remotely: No

Relocation: No

Position Type: Management

JOB SUMMARY

As the Room Service Manager at JW Marriott Hotel Nairobi, you will be responsible for overseeing the daily operations of the Room Service department. Your role will involve directing, training, and assisting employees in delivering food and beverage to guestrooms and hospitality suites, while ensuring guest and employee satisfaction. You will play a key role in maintaining the operating budget and supporting other outlets within the food and beverage/culinary team when needed. Your leadership and commitment to excellence will contribute to the overall success of the department.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED required.
• 4 years of experience in the food and beverage, culinary, or related professional area; or
• 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, and 2 years of experience in the food and beverage, culinary, or related professional area.

CORE WORK ACTIVITIES

Managing Day-to-Day Room Service Operations

• Supervise and manage employees, ensuring smooth day-to-day operations.
• Administer property policies in a fair and consistent manner.
• Communicate areas in need of attention to staff and follow up to ensure appropriate action is taken.
• Supervise daily shift operations, ensuring compliance with all Room Service policies, standards, and procedures.
• Manage staffing levels to meet guest service, operational needs, and financial objectives.
• Understand employee positions well enough to perform their duties in their absence.

Leading the Room Service Team

• Utilize interpersonal and communication skills to lead, influence, and encourage team members.
• Foster mutual trust, respect, and cooperation among team members.
• Serve as a role model, demonstrating appropriate behaviors.
• Provide guidance and direction to subordinates, setting performance standards and monitoring their progress.
• Establish specific goals and plans, prioritize tasks, and organize work to achieve desired results.
• Ensure and maintain the productivity level of employees.
• Provide leadership, vision, and direction to align departmental goals with overall efficiency and effectiveness.
• Celebrate successes and publicly recognize the contributions of team members.
• Communicate performance expectations based on job descriptions for each position.
• Foster regular ongoing communication with employees to create awareness of business objectives, communicate expectations, recognize performance, and achieve desired outcomes.
• Establish and maintain open, collaborative relationships with employees, fostering the same within the team.
• Observe service behaviors of employees and provide feedback.
• Encourage employee feedback, maintain an open-door policy, and address any problems or concerns.
• Strive for continuous improvement in service performance.
• Supervise service behaviors of employees and provide individual feedback.

• Room Service Financial and Budgeting Goals

  • Understand budgets, operating statements, and payroll progress reports to assist in the financial management of the department.
  • Participate in managing departmental expenses to achieve or exceed budgeted goals.

  Ensuring Exceptional Customer Service

  • Go above and beyond to provide services that exceed customer satisfaction and foster loyalty.
  • Improve service by assisting individuals in understanding guest needs, providing guidance, feedback, and coaching when necessary.
  • Manage day-to-day operations, ensuring quality, standards, and customer expectations are met consistently.
  • Emphasize guest satisfaction during departmental meetings and drive continuous improvement.
  • Empower employees to deliver excellent customer service.
  • Interact with guests to obtain feedback on product quality and service levels.
  • Handle guest problems and complaints promptly and effectively.
  • Participate in the employee performance appraisal process, providing feedback as needed.

  Conducting Human Resource Activities

  • Identify the developmental needs of team members and provide coaching, mentoring, or other support to help them improve their knowledge and skills.
  • Identify educational needs and develop formal training programs or classes to enhance employee performance.
  • Support the department’s orientation program to ensure new hires receive appropriate training to excel in their roles.
  • Train staff and monitor adherence to cash handling and credit policies and procedures.

  Additional Responsibilities

  • Provide information to supervisors, co-workers, and subordinates through various channels.
  • Analyze information, evaluate results, and choose the best solutions to solve problems.
  • Recognize high-quality products and presentations.

  • Marriott International is an equal opportunity employer committed to building a diverse workforce and sustaining an inclusive, people-first culture. We do not discriminate on any protected basis, such as disability and veteran status, in accordance with applicable law.

    Marriott Hotels strives to elevate the art of hospitality, continuously innovating while providing the comfort of the familiar across the globe. As a host with Marriott Hotels, you contribute to the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, and forward-thinking service that upholds and builds upon this living legacy. With a name synonymous with hospitality worldwide, we are proud to invite you to explore a career with Marriott Hotels. By joining Marriott Hotels, you become part of the Marriott International brand portfolio, where you can unleash your full potential, fulfill your purpose, belong to an exceptional global team, and become the best version of yourself.

    JW Marriott is a distinguished member of Marriott International’s luxury portfolio, featuring over 100 exquisite properties in gateway cities and unique resort destinations worldwide. At JW Marriott, we believe that our associates come first because when you are happy, our guests will be happy too. Our JW Marriott associates embody confidence, innovation, authenticity, intuition, and carry forward the legacy of our brand’s namesake and company founder, J. Willard Marriott. Working in our hotels offers an unparalleled work experience where you become part of a community and enjoy genuine camaraderie with a diverse group of colleagues. JW Marriott provides abundant opportunities for training, development, recognition, and, most importantly, a luxury environment where you can pursue your passions with a focus on holistic well-being. We believe that treating guests exceptionally starts with how we take care of our associates – that’s The JW Treatment™. By joining JW Marriott, you become part of the Marriott International brand portfolio, where you can unleash your full potential, fulfill your purpose, belong to an amazing global team, and become the best version of yourself.

     

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