What are the responsibilities and job description for the Room Service Manager position at The Langham, Boston?
About Langham Hospitality Group
A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.
LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.
PURPOSE AND OBJECTIVES OF POSITION
The Room Service Manager is a vital member of the Food & Beverage team responsible for ensuring exemplary service standards, operational efficiency, and revenue growth in the Room Service department. This role requires a leader who is passionate about guest satisfaction, operational excellence, and fostering a collaborative team environment to deliver an elevated in-room dining experience that aligns with The Langham’s luxury standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Oversee daily operations of the Room Service department to ensure seamless service delivery.
- Maintain and enhance service standards, ensuring all team members are aligned with The Langham’s values and expectations.
- Ensure compliance with food safety, sanitation, and liquor laws, promoting a safe and compliant working environment.
- Monitor and update Point of Sale (POS) systems, ensuring accurate product pricing and menu availability.
- Hire, train, schedule, and supervise Room Service team members, fostering a culture of continuous learning and professional growth.
- Conduct regular performance evaluations and provide coaching to improve individual and team performance.
- Facilitate monthly departmental meetings to address operational updates, service standards, and team development.
- Act as a visible and approachable leader within the operation, ensuring exceptional guest service and handling guest requests, concerns, or special requirements with poise.
- Partner with the culinary team to curate and deliver innovative menu options, ensuring consistent product quality and elegant presentation.
- Respond promptly and professionally to guest feedback, using it to continuously improve service delivery and guest satisfaction.
- Prepare and manage departmental schedules and payroll, ensuring adherence to budgeted labor costs.
- Monitor inventory levels and approve supply requisitions to support uninterrupted operations.
- Collaborate with other departments, such as housekeeping and kitchen, to ensure efficient and cohesive service.
- Collaborate with sales and marketing teams to promote Room Service offerings and amenities.
- Stay abreast of industry trends and competitor initiatives, making informed recommendations to enhance the guest experience and drive revenue.
JOB KNOWLEDGE, SKILL AND ABILITY
- Strong operational knowledge of Micros POS and Food & Beverage menu management.
- Demonstrated ability to lead and inspire a team, with a focus on achieving excellence in service and teamwork.
- Excellent communication and problem-solving skills, with the ability to handle high-pressure situations effectively.
- In-depth knowledge of food safety and alcohol service regulations (ServSafe/TIPS certification required). Experience with and good understand of Infrasys POS and F&B Menu knowledge.
Preferred Qualifications
- Minimum 2-3 years of Food & Beverage management experience in a luxury hotel or fine dining environment, including room service operations.
- Bachelor’s degree in Hospitality, Business Administration, or related field preferred.
- Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays.
- Familiarity with luxury service standards and attention to detail in guest interactions.
Physical Demands
- Ability to stand, sit, or walk for extended periods of time.
- Ability to lift and carry up to 25 lbs. as required.
