Job Description

Roles & Responsibilities

Responsibilities Operational Management: Oversee the in-room dining operations, including taking orders, preparing and delivering food, and ensuring accuracy and efficiency in the execution of service, monitor the flow of orders from the kitchen to guest rooms, ensuring a smooth and streamlined process, ensuring seamless coordination between front-of-house and back-of-house teams. Ensure timely and high-quality delivery of in-room dining orders, with attention to detail in food presentation and guest requests. Ensure smooth coordination between kitchen and service teams to guarantee guest satisfaction. Maintain a thorough understanding of the menu offerings, including specials and promotions, ensuring all team members are knowledgeable. Team Leadership: Lead, mentor, and train the In-Room Dining team ensuring they adhere to service standards and operational procedures. Foster a collaborative and positive team environment, providing guidance and support to staff while maintaining high levels of performance. Conduct regular team meetings and training sessions to improve operational efficiency, service quality, and guest satisfaction. Set performance expectations, provide coaching and support, and recognize team achievements. Guest Experience & Satisfaction: Ensure exceptional guest experiences by delivering a personalized service with attention to detail in the in-room dining experience. Build and maintain strong relationships with repeat guests and VIPs, understanding their preferences and needs, and ensuring a personalized experience. Address any guest concerns or complaints regarding in-room dining promptly and professionally, working to resolve issues and ensure satisfaction. Proactively anticipate guest preferences and needs, offering customized service and menu suggestions to enhance their stay. Monitor guest feedback and consistently work towards improving the overall guest experience. Revenue Generation & Upselling: Collaborate with the F&B Operations Manager and F&B Director to develop pricing strategies for the in-room dining menu, ensuring profitability while maintaining competitive rates. Promote upselling and cross-selling of premium items, wines, and specialty services to enhance guest experience and increase revenue. Monitor sales and financial performance, identifying opportunities to improve revenue and control costs through efficient operations. Inventory & Stock Control: Oversee inventory control for in-room dining supplies, ensuring stock levels are maintained and orders are placed in a timely manner. Ensure the proper storage and handling of food and beverage items, as well as any other items used for room service. Monitor stock rotation and waste management, ensuring that supplies are fresh and utilized efficiently. Staffing & Scheduling: Create and manage the staff schedule, ensuring proper coverage for peak times while maintaining efficient operations during off-peak hours. Oversee recruitment and onboarding of new staff, ensuring they meet the in-room dining's service standards. Provide continuous feedback to the team, conduct performance appraisals, and ensure training needs are met. Monitor performance and provide feedback to ensure high levels of customer satisfaction and adherence to operational standards. Support the development of team members, creating opportunities for growth and promoting internal talent. Menu Planning & Quality Control: Collaborate with the Executive Chef and F&B Operations Manager and F&B Director to review and update the in-room dining menu to reflect current trends, seasonal ingredients, and guest preferences. Ensure the quality and presentation of food and beverages meet the hotel s high standards before being sent to the guest room. Maintain strict hygiene and food safety standards within the in-room dining service. Maintain strong communication with the kitchen team to guarantee timely food delivery and address any operational challenges. Health, Safety & Compliance: Ensure that all health, safety, and hygiene regulations are followed in the in-room dining department. Ensure all team members are trained in food safety and hygiene practices, and adhere to local and company standards. Monitor the cleanliness of all in-room dining equipment, staff uniforms, and work areas. Conduct regular checks to ensure compliance with local regulations, including food safety, fire safety, and employee health protocols. Collaboration with Other Departments: Work closely with other F&B outlets, housekeeping, and front desk to ensure seamless communication and coordination for smooth delivery of in-room dining services. Coordinate with housekeeping to ensure that any special guest requests are met, such as specific dietary requirements or preferences for room setups. Administrative & Reporting: Prepare and submit weekly and monthly reports on operational performance, guest feedback, and financial results. Maintain records of guest preferences, complaints, and requests, using this data to improve services and meet guest needs. Maintain accurate records of inventory, sales, payroll, and employee attendance. Oversee the completion of daily reports and operational checklists, ensuring all tasks are performed in a timely and efficient manner. Additional Responsibilities: Perform any other duties or responsibilities as assigned by management to support the effective operation of the department and the broader goals of the property.

Desired Candidate Profile

Abilities/Key Competencies/Skills Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company s Heartist service culture to be responsive, respectful and deliver a great experience. Leading Myself Positive Orientation Operational Decision Making Self-Development & Management Leading Others Developing an Empowered Team Leading an Engaged and Diverse Team Communication Leading the Business Advocating Guest Passion Business Planning and Analysis Business Improvement and Change Experience/Certificates/Education Experience: Minimum of 2-3 years in a supervisory / leadership role in in-room dining operations, preferably in a luxury hospitality environment. Experience in financial management, revenue optimization, and cost control. Education: Bachelor s degree in Hospitality Management, Business Administration, or a related field. Skills & Attributes: o Strong leadership and people management skills. o Excellent interpersonal and communication abilities. o Attention to detail and strong organizational skills. o Proven ability to manage multiple priorities and meet deadlines. o Ability to handle confidential and sensitive information. o Strong understanding of food and beverage trends, menu development, and service excellence. o Proficiency in relevant software and MS Office Suite. o Professional and well-presented at all times. o Customer-centric approach with a passion for hospitality. o Proactive problem-solver with a solutions-oriented mindset. o Ability to work in a fast-paced, dynamic environment. o Must be able to handle multiple tasks and adapt to changing priorities. Language: o Excellent reading, writing and oral proficiency in English language. o Ability to speak other languages and basic understanding of local languages will be an advantage.