Outlet Manager - In-Room Dining

Job description

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.

• 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.