Responsibilities:

Managerial:

• Oversee all operational and administrative aspects of in-room dining, including order-taking, set-up of trolleys as per standard, and delivery of room service orders to guest rooms.
• Enforce and monitor that all operational standards, as per our policies, SOP, and quality measures, are always in place.
• Create and maintain a great synergy between in-room dining and all other F&B outlets, as well as the related Rooms Division departments.
• If required, provide catering services in guest rooms in liaison with the banqueting operations department.
• Supervise the maintenance and cleanliness of the in-room dining-related areas at all times, carry out monthly or more frequent walk-throughs with the respective engineering and housekeeping colleagues, and follow up accordingly on the produced reports to achieve an immaculate environment. This includes the in-room dining main area, storage areas, and in-room dining equipment.
• Constantly identify areas for improvement in service and food and beverage quality by reviewing various service quality audit reports, guest comments, and guest incident reports, and formulate action plans accordingly, also in cooperation with the respective chef de cuisine.
• Work closely with the respective Chef de Cuisine and the Assistant Director of Food and Beverage to plan menus and work on a very effective flow to ensure all served food and beverages reach the room in the best possible condition regarding temperature and presentation.
• Ensure menu descriptions are up-to-date, spelled correctly, distributed appropriately, and visibly displayed in the in-room dining area.

• Maintain solid records of all annual leave and public holiday clearances and ensure none are accumulated within the outlet.
• Plan and execute special promotional activities for the outlets.
• Attend and participate in all required meetings as scheduled.

Financial and administrative aspects of the role:

• Follow all procedures, policies, and practices about the accounting-related requirements for F&B outlets.
• Monitor the monthly P&L and carry out a regular, detailed analysis of outlet-related financial information.
• Maintain a clear overview of all point-of-sale-related setups and carry out regular checks on the accuracy of all items.
• Observe all aspects of the business forecasts and plan effectively to make the most efficient arrangements for manpower, equipment, and supplies accordingly.
• Observe the competition, current market and international trends, prices in the market, and other new ideas, and react accordingly.
• Carry out a quarterly analysis of all food and beverage sales throughout the in-room dining outlet.

Colleague Relations:

• Provide leadership, direction, and support to all outlet colleagues at any time.

• Train, evaluate, and schedule all colleagues according to the applicable standards, and policies and as per the overall business requirements.
• Place a particular focus on the training of order takers to ensure a smooth interaction for all calls received from guest rooms, including strong upselling skills.
• Ensure that Mandarin Oriental Al Faisaliah grooming and appearance standards are implemented and always maintained to reflect an image of professionalism and care.
• Prepare a weekly roster to schedule all colleagues effectively to maintain the service standards of Mandarin Oriental while operating within budgeted labor cost guidelines and headcounts, depending on the business volume.
• Conduct counseling and disciplinary action as appropriate according to Mandarin Oriental Al Faisaliah procedures.
• Encourage proactive, efficient, and effective inter-departmental communication within and beyond the F&B division to promote a climate of teamwork and enthusiasm.
• Work closely with the kitchen, butler, front office, and housekeeping team to ensure efficiency for all food and beverage-related matters.

Guest Relations:

• Personally monitor and follow through on any requirements of VIP guests who ordered in-room dining.
• Ensure customer satisfaction by the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars, and the respective service standards of MOQA.
• Constantly drive and motivate the team to create specific WOW moments to surprise and delight in-house guests.
• Handle effectively any kind of customer complaint, being verbal or written.

Sustainable Responsibilities:

• This role involves implementing eco-friendly practices, educating guests/colleagues on sustainable initiatives, and continuously seeking ways to minimize the hotel's environmental footprint.
• Knowledge of waste sorting and recycling procedures. Energy Conservation: Water Conservation.
• Supporting sustainability initiatives.

Requirements:

• Strong Communication Skills in English.
• Strong leadership skills.
• Previous experience with a 5-star hotel.
• Strong F&B background.