Jumat, 30 Maret 2012

Room Service Captain Job Desc

Job title                                  :               Room Service Captain                      
Department                                          :               F & B

REPORTING LINE                         

Report to                                               :               Coffee house Manager
Responsible for                    :               The Room Service shift assigned


Vertically                                               :               Supervisor and department head
Horizontally                                         :               Room service waiter


Over Money                            :            Responsible for turning over the Room Service sales and the report for the
                                                                day, to the Head Cashier
Over Staff                                             :               Supervise waiter in accordance with Hotel policies and procedures


Directs and supervises the activities of the waiters/tress and bus boys/girls assigned in the shift that he/she covers.

Under the general guidance of the Coffee house Supervisor in accordance to the Hotel’s Policies and Procedures.


1.         Responsible for guiding the waiter/ waitress, bus boys/girls in the performance of their jobs.
2.       Responsible for ensuring sufficient operating guest supplies and operating equipment during shift’s operation.
3.         Responsible for the over all sanitation and cleanliness of the room service area, pool side bar,
            and Executive Lounge.
4.         Responsible for the proper maintenance and good working order of all equipment, furniture and
            fixtures in the room service area and Executive Lounge, during the shift.
5.         Responsible for consistently implementing the service standards and operating procedures in the
            room service.
7.         Responsible for ensuring sufficiency of manpower in the shift.
8.         Performs other duties and responsibilities assigned by immediate superior, which leads to guest        satisfaction and profit for the Hotel.


Communicates with guests and personally attends to VIP guests, in Room Service, Executive Lounge and Pool Side.


1.         Completes the Room Service Daily Supervisor’s Checklist.
2.       Must know the requisition point and prepares the requisition form for food supplies and operating guest supplies for the approval of the Outlet Manager and/or Supervisor.
4.       Assigns specific side duty tasks to each service personnel at the end of the day for the following day and sees to it that the staff knows and accomplishes their duties.
5.         Checks at the start and at the end of the shift that all service attendants complete their opening
            and closing tasks.
6.         Conducts pre-meal briefing and after meal de-briefing, in the absence of the Asst. Manager.
7.         Takes the daily inventory of food supplies and guest supplies to ensure availability.
8.         Prepares breakage and loss report for operating equipment, during the shift.
9.         Attends weekly Outlet’s meeting and other meetings required of the position.
10.       Conducts monthly inventory of operating equipment in coordination with the Chief Steward.
11.     Makes endorsement in the logbook at the end of the shift all guest comments, complains, accidents, unusual events or any matter that will affect the following shift.
12.       Records the daily sales and cover count of Room Service at the end of each shift.
13.       Communicates to the immediate superior and subordinates in a timely manner, any important             information, related to operation.


1.         Reports to the Outlet Manager and/or Supervisor.
2.         Coordinates with the Chef de Partie, concerning special menus, availability of menu items and
            changes in the menu.
3.         Directs the activities of all the service staff assigned in his/her shift.
4.         Coordinates with the other staff within the department and other department in the performance
            of duties and responsibilities.
5.         Coordinates with Front Office and Housekeeping Staff for guest amenities and other VIP service.


1.         Ensure that all operational equipment is use to its appropriate function and well maintained
2.         Report all defectives Asset and equipment to the Engineering department


1.       Be aware of hotel’s fire evacuation and emergency policies and procedures.


1.       Recommends to the Outlet Manager and/or Asst. Manager any disciplinary action or commendation to be given to deserving employees.
2.         Disciplines the service staff assigned in his/her shift in accordance to the policies and procedures
            of Novotel Al Dana Resort.
3.         Conducts on the job training for the service staff assigned in the shift.
4.         Motivates the staff to maintain consistency of performance.



1.       Knowledgeable of all the standard operating procedures of Room Service, guest amenities, VIP guests service and Executive Lounge.
2.       Capable of implementing consistently in his/her shift all the service standards established for the Room Service and Executive Lounge.
3.         Assists and assigns the mise-en-place at the prescribed hours.
4.         Checks at the start of the shift that all supplies in the station are complete.
5.         Recognizes quality product and presentation, in food and drinks.
6.         Knowledgeable of the menu and drink, its standard quantity, presentation and preparation.
7.         Takes orders, offers suggestions and promotes the specialties in the absence of the order taker.
8.         Assists the service staff in the service of food and drinks.
9.       Calls the guest in the room to inform for actual time of delivery in case of delay in service, as well as to confirm satisfaction.
10.       Handles guest complains professionally and satisfactorily.
11.       Checks the accuracy of the guest’s check before it is presented to the guest.
12.       Coordinates with the order taker to ensure quick delivery of food and consistency of tray pick up.
13.       Knowledgeable in bar tendering and wine service.
14.       Capable of operating all the equipment in Room Service and Executive Lounge.
15.       Implements the “clean as you go policy” and complying with the cleaning schedule established.
16.       Capable of performing cashiering responsibilities, including the operation of cash register.
17.       Checks each tray before they are delivered to the room and personally accompanies the service       attendant in the delivery of guest amenities and food orders for VIP guests.
18.       Checks and ensures the timely delivery of all guest amenities to the room, before guest checks in.
19.       Performs service for VIP guests.


1.       At all time whilst representing the hotel, act in a professional, decorous manner ensuring proper representation of the Hotel


1.       The Hotel requires that you will not (during or after your employment) without the hotel writing consent, divulge every information concerning the Hotel or any associated hotels or any of their dealing, transaction or affairs which may come to your knowledge during or in the course of your employment with the Company.


1.         May be rotated to different outlets and other temporary task within the Hotel.


POSITION:          Room Service Captain                                     DEPARTMENT:                F & B

SKILLS                                                ESSENTIAL                                                                        DESIRABLE                      

EDUCATION,                     Certified School Education in                          
QUALIFICATIONS          College                                                                  

EXPERIENCE                   3 years in 4 star property in F&B    
                                                                 in room service, 1 year as captain

INTERPERSONAL           Good organisation skills, fast and
SKILLS                                                efficient while remaining calm

COMMUNICATION         Must speak, read and understand                    Knowledge of a foreign language
                                                                English                                                                   Arabic or French

SPECIFIC                                            Must be able to converse comfortably
                                                                and understand guests clearly on the telephone

PRESENTATION                              Well groomed and presentable
                                                                 at all times. Practice good hygiene

PHYSICAL                                          Mentally alert, able to work
                                                                long hours and to handle

OTHER                                                Must be trustful of paramount integrity
REQUIREMENT                               Minimum age 22 years


WORKING                          Well maintained F&B environment
 CONDITIONS                    Open friendly environment in harmony
                                                with colleagues and guest

WORKING                          Flexible hours in accordance with job requirement

                                [Employee]  [Date]                                              [Department Head] [Date]

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