In-Room Dining Experience Lead

Rosewood Hotels and Resorts; Doha; On-site; QAR 240,000 - 360,000; Full time

Job summary

Rosewood Hotels and Resorts in Doha seeks a proactive leader to manage In Room Dining and F&B support, ensuring the brand promise and exceptional guest service across departments. You will coach associates, monitor service flow, and drive efficiency while upholding Rosewood policies and safety standards.

The role emphasizes guest satisfaction, staff development, inventory control, and collaboration with F&B leadership to optimize revenue and guest experience in a luxury hotel environment.

Responsibilities

• Ensures that all associates deliver the brand promise and provide exceptional guest service at all times
• Ensures that associates also provide excellent service to internal customers in other divisions as appropriate
• Spends time in public areas observing associate-guest interaction and talking with guests
• Coach associates in guest service skills as necessary
• Ensures that all guest and internal customer complaints are resolved in a quick and efficient manner
• Maintains positive guest and colleague interactions with good working relationships
• Assist IRD manager monitoring the F&B Cost to ensure it is in line with budget and take action for variations
• Assist IRD manager ensuring outlet is running efficiently including correct stock levels for all areas
• Assist IRD manager managing all areas of business and T&C administration as required ensuring Rosewood policies are adhered to
• To ensure that all departments under your control operate to appropriate manpower productivity ratios as agreed with the IRD Manager
• Ensure the delivery of brand promise and provides exceptional guest service at all times in In Room Dining
• Provide excellent service to internal customers in other departments as appropriate
• Maintain positive guest and colleague interactions with good working relationships
• Establish rapport with guests maintaining good customer relationships
• Empower team to provide excellent customer service within guidelines and provide constructive feedback
• Assist to ensure outlet operates to maximize profit while delivering on brand promise
• Respond to Consumer Audit results and implement relevant changes
• Monitor actual and projected sales daily
• Review meal period covers room capture ratios and average check to meet or exceed revenue goals
• Identify and address opportunities as needed
• Ensure compliance with hotel company and local rules on financial record keeping, money handling and licensing
• Support new concepts and promotions and provide feedback on menu sales trends
• Work closely with Outlet Managers, Executive Assistant Manager Food and Beverage, and Executive Chef for overall hotel success and guest satisfaction
• Understand and manage service flow during Breakfast, Lunch and Dinner, adapting as required
• Maintain knowledge of all menu items and suggest pairings, up-sell, and provide training and knowledge
• Monitor outlet maintenance and report issues and repairs
• Conduct monthly inventory checks on operating equipment and supplies
• Develop cleaning schedules and ensure associates follow them and keep areas sanitary
• Participate in interviewing and hiring In Room Dining staff as needed
• Provide on-the-job training and conduct training when appropriate
• Communicate performance expectations per job descriptions and monitor progress
• Participate in performance appraisal and coaching processes
• Ensure outlet is clean and organized
• Assign duties to associates per work requirements
• Assist Kitchen on daily operations and quality control as appropriate
• Ensure daily amenities orders are fulfilled and delivered to rooms per standards
• Complete daily paperwork and records for service period
• Be hands-on and present in the outlet at all times
• Ensure equipment is available and handles carefully to avoid damage
• Mentor direct reports and ensure punctuality and professional appearance
• Encourage creativity and recognize contributions to operations
• Ensure associates understand and adhere to rules and regulations
• Ensure compliance with safety and security policies
• Provide feedback from Associate Opinion Survey and implement changes
• Exhibit responsible management behavior and adhere to company policies and hotel rules

Skills

Guest service

Leadership

Training

Coaching

Communication

Job description

Rosewood Hotels and Resorts in Doha seeks a proactive leader to manage In Room Dining and F&B support, ensuring the brand promise and exceptional guest service across departments. You will coach associates, monitor service flow, and drive efficiency while upholding Rosewood policies and safety standards.

The role emphasizes guest satisfaction, staff development, inventory control, and collaboration with F&B leadership to optimize revenue and guest experience in a luxury hotel environment.