Room Service Assistant Manager - Requisition

The Room Service Assistant Manager oversees the entire in-room dining operation in the absence of the F&B Room Service Manager. This position is responsible for ensuring maximum guest satisfaction and dining pleasure by consistently delivering high-end, luxury-level service tailored to a four-diamond rated gaming resort, including specialized in-room dining experiences. Emphasis is placed on upholding elevated hospitality standards, incorporating current industry trends, and maintaining impeccable presentation, personalization, and attention to detail in all guest interactions.

All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.

• Carry out policies and procedures of Pechanga Resort Casino (PRC), ensuring adherence to all high-end service protocols and regulatory requirements
• Ensure proper service as specified in the outlet’s standards of service manual, with a focus on high-end in-room dining techniques, including refined presentation, timing, and personalized guest interactions
• Operate Room Service in an atmosphere as specified by manager, emphasizing luxury hospitality trends such as sustainable sourcing, experiential dining, and wellness-focused offerings
• Act on all guest comments in a timely manner, referring culinary and beverage situations to outlet chef and beverage manager, while incorporating feedback to enhance high-end service delivery and meet current guest demands
• Ensure compliance to all rules, regulations, and procedures, including those specific to four-diamond standards and high-end in-room dining safety protocols
• Responsible for all administrative duties for outlet as directed by outlet manager, including coaching in the moment, daily journaling of operational disciplinary action, scheduling and placements, performance recognitions, and other duties to promote accountability and staff development
• Displays ability to substitute for cashiers, as necessary and fully understands operations of cash handling procedures, including point of sales equipment
• Assist in supervising, planning, and directing all outlet personnel on a daily basis, including assigning stations, recording attendance, conducting real-time coaching of team members to ensure service standards are being followed, and providing ongoing training on high-end in-room dining service and hospitality trends
• Assists in maintaining comprehensive staff training on high-end in-room dining and hospitality trends, upholding service standards, implementing recognition programs for exceptional performance, and ensuring accountability through policy adherence; upholding operational standards and enforcing accountability measures in line with company policies
• Order supplies to ensure proper par levels, including all beverage and service food items, with attention to premium, high-quality products suitable for luxury in-room experiences, and other tasks as required by outlet manager
• Coordinates special guest functions in suites, hospitality, and guest rooms, incorporating high-end personalization and trend-aligned enhancements
• Be aware of contemporary nutritional and health requirements of customer base, including dietary and safe food restrictions, and integrate emerging hospitality trends such as plant-based options or allergen-free innovations
• Assist and monitor proper labor cost consistent with budget goals as required by F&B Director
• Assist manager in completing the weekly and monthly department forecasts
• Submit and follow up maintenance requests and equipment shortages to support seamless high-end operations
• Provide weekly menu and service training according to PRC standards, with added emphasis on high-end in-room dining techniques, luxury service etiquette, and current hospitality trends
• Conduct daily pre-shift meetings to reinforce training, standards, and accountability
• Control china, silver, and glassware inventory, ensuring items meet four-diamond luxury quality
• Other duties as assigned.

This position serves in a management capacity. Responsibilities may include budgeting and forecasting, hiring/terminations, employee relations issues, mentoring and corrective actions. Team Member is responsible for protecting the assets of Pechanga Resort Casino and for maintaining and providing a positive and professional work environment.

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