In Room Dining Manager

About the Role

This position oversees the In Room Dining department at Fairmont Dallas, ensuring exceptional guest service, operational efficiency, and adherence to hotel standards.

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests regardless of business levels.
• Be familiar with all hotel services, features, and local attractions to respond accurately to guest inquiries.
• Resolve guest complaints to ensure guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain in-depth knowledge of:
  • All liquor brands, beers, and non-alcoholic selections available for In Room Dining.
  • Characteristics and descriptions of wines, champagnes, and designated glassware/garnishes.
  • All menu items, including preparation methods, ingredients, portion sizes, presentation, and pricing.
  • Daily specials and 86'd items.
  • Guest room layouts, locations, and room numbers.
  • Manual system procedures, daily house counts, arrivals/departures, and VIPs.
  • Scheduled in-house group activities, locations, and times.
• Strictly abide by state liquor regulations, particularly those prohibiting service to minors and intoxicated persons.
• Check storage areas for proper supplies, organization, and cleanliness; instruct staff to rectify deficiencies.
• Establish par levels for supplies and equipment; complete requisitions to replenish shortages.
• Requisition linens/skirting and assign staff to transport items for In Room Dining.
• Meet with the Chef to review daily specials and 86'd items; update staff throughout the shift.
• Periodically check with the Front Desk for updates on house count and arrivals.
• Review previous day’s sales; resolve discrepancies with Accounting and track revenue against budget.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure staff reports to work as scheduled; document late or absent employees.
• Coordinate breaks and assign work/side duties to staff; communicate changes as needed.
• Conduct pre-shift meetings to review pertinent information for the day’s business.
• Inspect staff grooming, attire, and readiness of materials/equipment; rectify deficiencies.
• Monitor staff performance in all service phases; ensure procedures meet departmental standards.
• Stress personalized courtesy and efficient service; encourage staff to use guests’ names.
• Inspect table set-ups for cleanliness, neatness, and agreement with guest orders; rectify deficiencies.
• Check order statuses and ensure timely delivery within designated timelines.
• Assist In Room Dining staff with job functions to ensure optimum guest service.
• Answer In Room Dining phone within 3 rings using correct salutations and telephone etiquette.
• Monitor and ensure tables/trays are removed from guest rooms/corridors and returned per procedures.
• Assist in taking guest orders following specified procedures to meet department standards.
• Access and operate the P.O.S. system according to specifications; restock journal tape and ribbons.
• Monitor and direct pick-up of doorknob menus; organize and ensure timely delivery.
• Coordinate staff in set-up, service, and breakdown of hospitalities per departmental standards.
• Check hospitality suite set-ups for cleanliness, attractiveness, and layout; resolve issues.
• Ensure replenishment of items as specified by clients.
• Organize and direct staff in set-up, delivery, and retrieval of amenities.
• Schedule staff to match forecasted business and maintain service during printed hours of operation.
• Ensure all closing duties are completed before staff signs out.
• Provide performance feedback to staff; handle disciplinary issues per hotel standards.
• Maintain records of attendance and performance/disciplinary conversations.
• Conduct timely performance reviews.
• Foster a cooperative working climate to maximize productivity and colleague morale.
• Respond promptly to all pages by beeper/radio.
• Prepare work orders for maintenance repairs; contact Engineering for urgent repairs.
• Document pertinent information in the department log book.
• Complete all paperwork and closing duties per departmental standards.
• Review status of assignments and follow-up actions with on-coming staff.

Requirements

• High school graduate or equivalent vocational training certificate; some college preferred.
• Minimum 18 years of age to serve alcoholic beverages.
• 5 years of experience as a Food and Beverage Supervisor.
• Knowledge of various food service styles.
• Fluency in English, both verbal and non-verbal.
• Ability to provide legible communication and compute basic arithmetic.

Skills

• Perform job functions with attention to detail, speed, and accuracy.
• Prioritize and organize tasks effectively.
• Remain calm and resolve problems using good judgment.
• Follow directions thoroughly and understand guest service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision and maintain confidentiality of guest information and hotel data.
• Ascertain departmental training needs and provide training as required.
• Direct staff performance and follow up with corrections when needed.

Physical Abilities

• Exert physical effort in transporting In Room Dining tables and Mini-Bar Carts (30-50 pounds).
• Endure various physical movements throughout work areas.
• Reach 1-2 feet and remain in a stationary position for 1-3 hours.
• Satisfactorily communicate with guests, management, and co-workers.

Successful candidates must be legally eligible to work in the United States.