Assistant In-Room Dining Manager

CROWNE PLAZA KLCC; Kuala Lumpur; On-site; MYR 42,000 - 70,000; Full time

Job summary

Crowne Plaza KLCC in Kuala Lumpur is seeking an Assistant In-Room Dining Manager to oversee daily IRD operations, ensure accurate order taking, on-time delivery, and high service standards in line with hotel SOPs.

You will supervise the IRD team, coordinate with Kitchen, Front Office, and Housekeeping, and drive guest satisfaction, upselling opportunities, and cost control while maintaining food safety and hygiene.

Qualifications

• Diploma or degree in Hospitality Management or related field.
• Minimum 2–3 years of experience in F&B operations, preferably in a hotel.
• Knowledge of hotel F&B operations and POS systems.

Responsibilities

• Manage daily In-Room Dining operations and ensure timely order handling.
• Ensure orders are received, prepared, delivered, and cleared efficiently.
• Monitor order-taking, coordination with Kitchen, and billing accuracy.
• Maintain high standards of guest service and handle guest requests professionally.
• Supervise IRD team, assign duties, conduct briefings, and monitor attendance.
• Ensure hygiene, safety, and SOP compliance across IRD areas.
• Coordinate with Kitchen, Front Office, Housekeeping, Engineering, and Finance.
• Assist with reports, inventory, and cost-control activities.

Skills

Leadership

Communication skills

Guest service orientation

Staff coaching

Education

Diploma or Degree in Hospitality Management

Supervisory experience in F&B

Tools

POS systems

F&B operations knowledge

Job description

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.

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.