Room Service Manager
Grand Millenium Hotel
Total years of experience :19 years, 9 Months
In-Charge for Room Service under Food & Beverage Department, reporting directly to the Food & Beverage Director
Handling 21 Staffs - 1 Bar Supervisor, 3 Captain Waiters, 4 Order Takers, 2 Mini Bar Attendants 12 Room Service Waiters
Formalized standard operating procedures and formats for Room Service.
Conducts trainings, development and assuring proper and & complete induction for new team members
Plan and schedule duty for all team members in accordance with the hotel and U.A.E Government regulations and in line with business demands.
Prepares report and communicate with Food & Beverage Director for key development of operations & staff issues on a monthly basis. Highlight areas of concern, maintains high standard of service.
Coordinate the organizational and administrative functions in all areas of Room Service to F&B Department.
Room Service Manager 19 August 2010 - Present
Grand Millennium Hotel Al Wahda Abu Dhabi, United Arab Emirates
It's a 5-star Business Hotel currently managed by Al Wahda sports Club. Special features include 844 luxury rooms and apartments.
Functional Role: • In-Charge for Room Service under Food & Beverage Department, reporting directly to the Food & Beverage Director
• Handling 21 Staffs - 1 Bar Supervisor, 3 Captain Waiters, 4 Order Takers, 2 Mini Bar Attendants 12 Room Service Waiters
• Formalized standard operating procedures and formats for Room Service.
• Conducts trainings, development and assuring proper and & complete induction for new team members
• Plan and schedule duty for all team members in accordance with the hotel and U.A.E Government regulations and in line with business demands.
• Prepares report and communicate with Food & Beverage Director for key development of operations & staff issues on a monthly basis. Highlight areas of concern, maintains high standard of service.
• Coordinate the organizational and administrative functions in all areas of Room Service to F&B Department.
Assistant Butler Manager December 2008 - 20 June 2010
Promoted from Senior Butler Supervisor
EMIRATES PALACE HOTEL Abu Dhabi, United Arab Emirates
It's a 5-star Hotel currently managed by Kempinski Hotels and Resort. Special features include 1 million cubic meters of Exotic Park, more than 1 km of private beach and 394 rooms and suites.
Functional Role: • In-Charge of the whole Operation for Butler Service Department reporting directly to the Executive Housekeeper
• Handling 54 staffs - 1 Admin Assistant, 6 Butler Supervisors, 37 butlers, 3 Order takers & 10 Assistant butlers (6 mini bar attendant & 4 Amenity Attendants)
• Adhere to departmental operating expenses as laid out in the plan forecast. Complete departmental work schedules and manage departmental payroll in line with budgets.
• Accomplished & revised the existing Standard Operating Procedure, Duties & Responsibilities of Butler Service Department
• Established Mini Bar operation by formalizing new standards for daily routine. Have implemented new formats
• Providing administrative support for all Front and Back office operations of the Department to the Executive housekeeper. Responsibilities includes preparing daily reports, ensuring proper quality of work at all times
• Conducts interviews and approves new applicants for Butler department: Answer, screens and accept communication in the Absence of Executive Housekeeper
• Oversees overall hotel operations and resolves all guest issues in a timely manner on rotation basis with Managers (Front Desk/Guest Relations/HSKP Manager)
• Develop and recommend new procedures and systems that will ensure smooth operations in relation with other Department mainly Front office, Housekeeping & Food & Beverage Department
• Review and summarize miscellaneous reports, documents and prepare background documents as necessary.
• Follow up HR & Departmental trainings, performance appraisal and disciplinary action for Butlers Department.
• Performs other task that may be assigned by the Executive Housekeeper & Front Office Manager.
In-Charge of the whole Operation for Butler Service Department reporting directly to the Executive Housekeeper
Handling 54 staffs - 1 Admin Assistant, 6 Butler Supervisors, 37 butlers, 3 Order takers & 10 Assistant butlers (6 mini bar attendant & 4 Amenity Attendants)
Adhere to departmental operating expenses as laid out in the plan forecast. Complete departmental work schedules and manage departmental payroll in line with budgets.
Accomplished & revised the existing Standard Operating Procedure, Duties & Responsibilities of Butler Service Department
Established Mini Bar operation by formalizing new standards for daily routine. Have implemented new formats
Providing administrative support for all Front and Back office operations of the Department to the Executive housekeeper. Responsibilities includes preparing daily reports, ensuring proper quality of work at all times
Conducts interviews and approves new applicants for Butler department: Answer, screens and accept communication in the Absence of Executive Housekeeper
Oversees overall hotel operations and resolves all guest issues in a timely manner on rotation basis with Managers (Front Desk/Guest Relations/HSKP Manager)
Develop and recommend new procedures and systems that will ensure smooth operations in relation with other Department mainly Front office, Housekeeping & Food & Beverage Department
Review and summarize miscellaneous reports, documents and prepare background documents as necessary.
Follow up HR & Departmental trainings, performance appraisal and disciplinary action for Butlers Department.
Performs other task that may be assigned by the Executive Housekeeper & Front Office Manager.
Supervised the operations of the Butler Service in the Grand and Luxurious Hotel thereby providing personalized services
Holding training sessions to ensure that all staffs has the required knowledge and professionalism
In-charge of the whole operation in the night for Butler Service reporting to the Night Manager on rotation shift
In-charge of Mini Bar & Amenity Operations on rotation basis among Supervisors
Meeting guest and checking for feedback and suggestions for future development
Making all kinds of arrangements to make sure that guest expectations are sure met and exceeded
Senior Butler Supervisor June 2005 - December 2008
• Supervised the operations of the Butler Service in the Grand and Luxurious Hotel thereby providing personalized services
• Holding training sessions to ensure that all staffs has the required knowledge and professionalism
• In-charge of the whole operation in the night for Butler Service reporting to the Night Manager on rotation shift
• In-charge of Mini Bar & Amenity Operations on rotation basis among Supervisors
• Meeting guest and checking for feedback and suggestions for future development
• Making all kinds of arrangements to make sure that guest expectations are sure met and exceeded
Food & Beverage Butler /Front Office/ Housekeeping July 2004 - June 2005
THE EMPIRE HOTEL AND COUNTRY CLUB Brunei Darussalam
Is the only luxury Resort Hotel in Brunei Darussalam. It has 423 five star rooms including Suites and Villas, a Jack Nicklaus designed 18 holes championship golf course located by the South China Sea.
Functional Role: • Responsible in escorting the guest staying under Executive Club
• Rooms the guest following the international standard and sequence
• Provides express, over the counter in-room check-in & check-out, offers packing and unpacking services
• Responsible in all vital information of the guest particularly preferences like wake-up call, transportation booking, reservations, reconfirmations of flights and any special request/instructions of guests during their stay
• Prepares the board room, meeting room set-up and stand-by during tea breaks
• Provides special turn-down service every night limited to Executive Club floor rooms and suites
• Renders personalized service throughout the stay of the guest
Executive Lounge: * Responsible in the operation of the Executive Club Lounge wherein he prepares the set-up and serves for breakfast, afternoon tea and Mock tail
* Maintains the cleanliness and orderliness of the lounge including the kitchen with the coordination of the concerning section
* Regularly checks the food & beverage supply by doing inventory and requisition in weekly basis
FUNCTIONAL COMPETENCIES:
• Adaptability / Flexibility Self-confidence and Conviction
• Creativity & Self Development
• Excellent Customer Service
• Interpersonal and Intercultural Skills
• Motivational Skills (Managing Performance)
• Concern for Quality
• Planning & Organizational Skills
• Communication and Listening Skills
• MS Office Programs (Word, Excel, PowerPoint, Publisher)
• OPERA System
• Micros System, Email & Internet
• Holding a Degree in Bachelor of Science in Hotel and Restaurant Management • Was chosen as one of the Service Associates for Food & Beverage Butlers by the Director of Operations in serving Royalties, VVIP guest, Head of States, Diplomats in The Empire Hotel & Country Club Brunei Darussalam • Was chosen as Palace Wing In Charge of Butlers for the 26th Summit Gulf Cooperation Council (GCC) in the Emirates Palace Hotel - Abu Dhabi December 16 - 19, 2005 • Have attended the Train The Trainer Program for Kempinski in Emirates Palace Hotel