Assistant In-Room Dining Manager

The Assistant In-Room Dining Manager assists in managing the daily operations of the In-Room Dining (IRD) department, ensuring efficient order taking, food and beverage delivery, guest satisfaction, service quality, and compliance with hotel standards and SOPs.

Key Responsibilities
1. In-Room Dining Operations

• Assist in managing the daily operations of the In-Room Dining department.
• Ensure all room service orders are received, prepared, delivered, and cleared efficiently.
• Monitor order-taking, food preparation coordination, delivery, and tray/trolley collection.
• Ensure orders are delivered accurately and within the required service time.
• Conduct regular checks on service areas, equipment, trays, trolleys, and operating supplies.
• Ensure proper opening, closing, and handover procedures are followed.
• Monitor operational flow during peak periods and allocate manpower accordingly.

2. Guest Service

• Maintain high standards of guest service and satisfaction.
• Handle guest requests, enquiries, complaints, and special arrangements professionally.
• Follow up on guest complaints and ensure timely resolution.
• Ensure guest preferences, allergies, dietary requirements, and special requests are properly communicated.
• Maintain a professional and courteous approach when interacting with guests.

3. Team Supervision

• Supervise and support In-Room Dining team members during daily operations.
• Allocate duties and monitor staff performance.
• Conduct daily briefings and communicate important operational information.
• Monitor staff attendance, punctuality, grooming, and discipline.
• Coach and motivate team members to maintain service standards.
• Assist with staff training, onboarding, and performance development.
• Support the Manager in manpower planning and scheduling.

4. Order Taking & POS

• Ensure telephone and other order channels are handled promptly and professionally.
• Ensure all orders are entered accurately into the POS system.
• Verify guest room numbers, order details, special requests, and payment methods.
• Ensure correct billing and posting procedures are followed.
• Monitor pending and delayed orders and take appropriate action.
• Ensure proper communication between Order Takers, Kitchen, Service, and other departments.

5. Food & Beverage Quality

• Ensure food and beverages are presented according to hotel standards.
• Check orders for accuracy, presentation, portion, temperature, and completeness before delivery.
• Ensure proper setup of trays and trolleys according to the order and service standards.
• Monitor food and beverage quality and report any issues immediately.
• Ensure correct handling and transportation of food and beverages.

6. Hygiene & Safety

• Maintain high standards of cleanliness and hygiene in all In-Room Dining areas.
• Ensure compliance with food safety, HACCP, health, and safety requirements.
• Ensure trays, trolleys, equipment, and service items are properly cleaned and sanitized.
• Ensure food is handled, stored, and transported safely.
• Report any safety hazards, equipment defects, or maintenance issues promptly.

7. Inventory & Cost Control

• Monitor inventory levels of crockery, cutlery, glassware, trays, trolleys, beverages, condiments, and operating supplies.
• Assist with regular stock counts and inventory checks.
• Control wastage and unnecessary usage of operating supplies.
• Ensure proper requisition, storage, and handling of departmental supplies.
• Report shortages, damages, and discrepancies to the Manager.

8. Revenue & Cost Management

• Assist in achieving In-Room Dining revenue targets.
• Monitor daily sales and order volumes.
• Identify opportunities to improve IRD revenue and guest spending.
• Promote appropriate menu items, promotions, and upselling opportunities.
• Monitor complimentary orders, discounts, voids, and adjustments according to hotel procedures.
• Ensure proper cash handling and billing procedures.

9. Coordination with Other Departments

• Coordinate closely with Kitchen to ensure timely preparation of orders.
• Work with Front Office and Guest Relations on VIP arrivals, special occasions, and guest requests.
• Coordinate with Housekeeping for tray and trolley collection when required.
• Liaise with Engineering regarding faulty equipment or maintenance issues.
• Work closely with Finance on billing, cashiering, and revenue-related matters.
• Coordinate with Stewarding to ensure timely cleaning and availability of service equipment.

10. Tray & Trolley Control

• Monitor the placement and collection of trays and trolleys from guest rooms and service areas.
• Ensure timely clearance of used trays and trolleys.
• Conduct regular checks of corridors and designated areas to maintain cleanliness and hotel standards.
• Ensure trays and trolleys are returned, cleaned, and prepared for the next service.

11. Administration & Reporting

• Assist in preparing daily, weekly, and monthly operational reports.
• Monitor daily sales, order volume, guest feedback, and service times.
• Record and follow up on operational issues.
• Maintain proper departmental records and checklists.
• Assist the Manager with departmental meetings and action plans.
• Ensure all required documentation is completed accurately and on time.

12. Standards & Compliance

• Ensure compliance with hotel policies, SOPs, brand standards, and service procedures.
• Ensure all team members follow proper grooming and service standards.
• Support internal and external audits and inspections.
• Implement corrective actions when required.
• Maintain confidentiality of guest and hotel information.

Key Performance Indicators (KPIs)

• In-Room Dining revenue
• Guest satisfaction and feedback
• Order accuracy
• Order delivery time
• Guest complaints and resolution
• Food quality and presentation
• Tray and trolley clearance time
• Labour productivity
• Inventory accuracy and wastage
• Compliance with hotel and brand standards

Qualifications & Experience

• Diploma or Degree in Hospitality Management, Food & Beverage Management, or a related field.
• Minimum 2–3 years of experience in Food & Beverage operations, preferably in a hotel environment.
• Previous supervisory experience in In-Room Dining, Restaurant, or Banquet operations is preferred.
• Knowledge of hotel F&B operations and POS systems.
• Knowledge of food safety and hygiene standards.

Skills & Competencies

• Strong leadership and supervisory skills.
• Excellent communication and interpersonal skills.
• Strong guest service orientation.
• Good organizational and time-management skills.
• Good problem-solving and decision-making abilities.
• Attention to detail and accuracy.
• Ability to work under pressure in a fast-paced environment.
• Good knowledge of Microsoft Office and F&B/POS systems.
• Ability to work shifts, weekends, public holidays, and overnight shifts where required.

Personal Attributes

• Guest-focused and service-oriented.
• Professional, polite, and approachable.
• Proactive and responsible.
• Team player with good leadership qualities.
• Able to remain calm and professional when handling guest complaints.
• Flexible and adaptable to changing operational requirements.