Room Service Manager

With more than 350 colleagues, we are seeking a Room Service Manager with the passion to deliver the best service and exceed our guest’s expectations.

The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel

Renowned Parisian designers Gilles & Boissier, have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel’s historic connections to the city, Spanish culture and art.

With a stunning and meticulous restoration that celebrates César Ritz’s pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain’s most celebrated chefs and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city’s most luxurious hotel.

Key Responsibilities

• Provide leadership and support for assistant managers, order takers, servers and mini bar attendants.
• Train, evaluate, and schedule Room Service staff to include, assistant manager, order takers, servers and mini bar attendants.
• Performs administrative duties such as, but not limited to, scheduling, payroll and inventory, stock replenishment, etc.
• Inspects Room Service area, floors, and service landings to ensure standards of service are maintained.
• Responds to guest inquiries and coordinates special arrangements.
• Enforces established guidelines and policies of the hotel and carries out disciplinary action(s), as necessary.
• Implements new menus and promotions such as holiday and special event promotions.
• Perform daily departmental meeting with all Room Service Staff to engage and motivate
• Manage event orders and other special IRD events and junkets, and ensure timely delivery of all items, and oversee proper set-up and breakdown of special events.
• Communicate all group information/changes to existing information to appropriate hotel colleagues in an accurate and timely manner
• Maintain an active trace system for guest history on their F&B preferences
• Ensure all guest orders, including amenities are delivered in a timely manner and in line with company standards
• Working knowledge of various cleaning chemicals and agents; knowledge of MSDS sheets and procedures
• Provides instruction and/or guidance for guest and employee safety in fire or other emergency situation
• Ensures accuracy of all menus: current, correct, spelled correctly, clean and presentable.
• Ensures menu descriptions are up to date and distributed appropriately.
• Monitor payroll of department
• Revise standard and procedures for department, as necessary

Key competencies and background

• Have a minimum of 3 years experience F&B management or supervisory experience in a similar position in a luxury hotel property
• Reading, writing and oral proficiency in Spanish and English
• Willing to work a flexible schedule, including weekends, and holidays
• Excellent attention to details and guest service attitude
• Be a self-motivator and motivator of others
• Have a pleasant, friendly and helpful manner
• Multitasking and teamworking excellent skills
• Have superior communication and organization skills
• Be able to consistently delight and satisfy our guests