Outlet Manager - In-Room Dining

The Outlet Manager, In-Room Dining is responsible for managing the complete in-room dining experience, from order placement and preparation coordination to delivery, presentation, clearance, and guest follow-up. The role ensures discreet, timely, and personalized service across guest rooms, suites, residences, and VIP amenities while driving revenue and maintaining the property’s luxury service standards. Main Duties: - Oversee the daily in-room dining operation, ensuring efficient order taking, preparation, delivery, presentation, billing, and clearance across all meal periods. - Ensure all orders are delivered within established service times and meet required standards for accuracy, temperature, presentation, and completeness. - Monitor telephone and digital order-taking procedures, ensuring menu knowledge, professional communication, and accurate recording of guest preferences. - Coordinate closely with Culinary to manage preparation times, menu availability, special requests, dietary requirements, and food allergies. - Oversee the delivery and presentation of orders in guest rooms and suites, ensuring correct table setup, service sequence, and personalized guest interaction. - Train, coach, and develop the In-Room Dining team in order-taking procedures, telephone etiquette, menu knowledge, upselling techniques, tray and trolley presentation, service standards, and personalized luxury guest engagement. - Manage VIP amenities, welcome arrangements, special occasions, private dining requests, and personalized experiences in coordination with relevant departments. - Maintain effective communication with Front Office, Guest Relations, Housekeeping, Culinary, and other teams regarding arrivals, VIP guests, preferences, and special requirements. - Drive in-room dining revenue through suggestive selling, menu recommendations, seasonal promotions, and personalized dining experiences. - Monitor order volumes, delivery times, guest feedback, revenue, labour costs, and operational expenses to improve productivity and profitability. - Plan staffing levels, duty schedules, and team deployment according to occupancy, forecasted demand, peak service periods, and VIP movements. - Train, coach, and develop the team in telephone etiquette, order accuracy, menu knowledge, tray and trolley presentation, service techniques, and luxury guest engagement. - Resolve order delays, quality concerns, billing discrepancies, and guest complaints promptly, ensuring appropriate service recovery and follow-up. - Ensure trays, tables, trolleys, hot boxes, service equipment, menus, and operating supplies are clean, well maintained, and readily available. - Manage the timely collection of used trays and trolleys from guest floors while ensuring corridors and service areas remain clear and presentable. - Ensure compliance with food safety, hygiene, HACCP, allergen management, billing, cash-handling, minibar coordination, and departmental procedures - Bachelor’s degree or diploma in Hospitality Management, Food and Beverage Management, or a related discipline. - Minimum 3–5 years of Food and Beverage service experience, including supervisory or management experience in in-room dining within a luxury hospitality environment. - Strong knowledge of in-room dining service, order taking, tray and trolley presentation, VIP amenities, private dining, and luxury guest expectations. - Proven leadership experience in team training, performance management, workforce planning, and service-quality improvement. - Strong commercial and operational awareness, including revenue generation, labour productivity, cost control, budgeting, and inventory management. - Excellent communication, organization, guest-relations, and problem-solving skills, with proficiency in POS and hotel management systems preferred.

Bachelor’s degree or diploma in Hospitality Management, Food and Beverage Management, or a related discipline. Minimum 3–5 years of Food and Beverage service experience, including supervisory or management experience in in-room dining within a luxury hospitality environment. Strong knowledge of in-room dining service, order taking, tray and trolley presentation, VIP amenities, private dining, and luxury guest expectations. Proven leadership experience in team training, performance management, workforce planning, and service-quality improvement. Strong commercial and operational awareness, including revenue generation, labour productivity, cost control, budgeting, and inventory management. Excellent communication, organization, guest-relations, and problem-solving skills, with proficiency in POS and hotel management systems preferred.

Oversee the daily in-room dining operation, ensuring efficient order taking, preparation, delivery, presentation, billing, and clearance across all meal periods. Ensure all orders are delivered within established service times and meet required standards for accuracy, temperature, presentation, and completeness. Monitor telephone and digital order-taking procedures, ensuring menu knowledge, professional communication, and accurate recording of guest preferences. Coordinate closely with Culinary to manage preparation times, menu availability, special requests, dietary requirements, and food allergies. Oversee the delivery and presentation of orders in guest rooms and suites, ensuring correct table setup, service sequence, and personalized guest interaction. Train, coach, and develop the In-Room Dining team in order-taking procedures, telephone etiquette, menu knowledge, upselling techniques, tray and trolley presentation, service standards, and personalized luxury guest engagement. Manage VIP amenities, welcome arrangements, special occasions, private dining requests, and personalized experiences in coordination with relevant departments. Maintain effective communication with Front Office, Guest Relations, Housekeeping, Culinary, and other teams regarding arrivals, VIP guests, preferences, and special requirements. Drive in-room dining revenue through suggestive selling, menu recommendations, seasonal promotions, and personalized dining experiences. Monitor order volumes, delivery times, guest feedback, revenue, labour costs, and operational expenses to improve productivity and profitability. Plan staffing levels, duty schedules, and team deployment according to occupancy, forecasted demand, peak service periods, and VIP movements. Train, coach, and develop the team in telephone etiquette, order accuracy, menu knowledge, tray and trolley presentation, service techniques, and luxury guest engagement. Resolve order delays, quality concerns, billing discrepancies, and guest complaints promptly, ensuring appropriate service recovery and follow-up. Ensure trays, tables, trolleys, hot boxes, service equipment, menus, and operating supplies are clean, well maintained, and readily available. Manage the timely collection of used trays and trolleys from guest floors while ensuring corridors and service areas remain clear and presentable. Ensure compliance with food safety, hygiene, HACCP, allergen management, billing, cash-handling, minibar coordination, and departmental procedures.