Coordinator, In Room Dining

About the Role

The In-Room Dining Coordinator is responsible for coordinating and overseeing all in-room dining orders to ensure timely delivery, accuracy, and exceptional guest service standards. This role serves as the communication hub between guests, culinary teams, front-of-house operations, butler services, and delivery attendants to create a seamless luxury dining experience. The coordinator maintains Forbes-level service standards while ensuring operational efficiency, proper order routing, and guest satisfaction.

Responsibilities

• Answer all in-room dining calls professionally and in accordance with Forbes and luxury service standards.
• Assist guests with menu selections, dietary restrictions, allergens, and special requests, ensuring all guest interactions are warm, engaging, and solution-oriented.
• Maintain detailed knowledge of all menus, promotions, outlet offerings, and resort amenities.
• Handle guest complaints or service recovery situations promptly and professionally.
• Uphold all company policies, procedures, and service standards to consistently deliver a best-in-class experience.
• Accurately input guest orders into the POS system and ensure proper routing to culinary and operational teams.
• Coordinate delivery timing with kitchen staff, butlers, servers, and concierge teams.
• Ensure all amenity and in-room dining orders are documented correctly in operational systems.
• Coordinate VIP, group, and special event dining requests.
• Assist with pre-arrival amenity coordination and special occasion setups.
• Verify proper billing, comp routing, and revenue center usage for all orders.
• Maintain clear communication between all operational departments.
• Assist leadership with daily reports, guest follow-up, and operational audits.
• Document service concerns, guest feedback, and operational issues through pass-on communication.
• Use personal device/cellular phone for job-related operational tasks, review of company documents, etc.
• Perform other job-related duties as requested.

Requirements

• High school diploma or equivalent required; hospitality degree preferred.
• Minimum 1–2 years of experience in luxury hospitality, in-room dining, front desk, concierge, or food & beverage operations preferred.
• Previous experience in a luxury hotel or Forbes-rated environment strongly preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to multitask in a fast-paced environment.
• Ability to remain calm and professional under pressure.
• Knowledge of POS systems, Opera, Alice, or similar hospitality systems preferred.
• Proficient in Microsoft Office and general computer systems.
• At least 21 years of age.
• Proof of eligibility to work in the United States.
• Ability to obtain the following:
  • TAM Card
  • Food Handler’s Card

Preferred Qualifications

• Previous experience in a large, luxury resort setting.

Physical Demands

• Work is typically performed sitting at a desk assisting guests.
• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
• Prolonged sitting/standing.
• Bending and reaching.
• Transporting, pushing, pulling, lifting, and maneuvering items weighing up to 30 lbs.
• Eye/hand coordination.

Core Responsibilities

• Everyone is an Ambassador – Treat the property like your own home. Ensure no one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
• Everyone works in Safety – Address safety concerns by correcting them or notifying the appropriate department or individual.
• Everyone works in Security – If you See Something, Say Something. Notify the appropriate department or individual if you feel there is a security concern.
• Everyone works in EVS – Pick up trash on the floor. Notify the appropriate department or individual if a larger mess needs attention.
• Everyone works in Guest Experience – Assist guests with a smile. If a guest needs more assistance than you can provide, notify the appropriate department or individual.