Inn In-Room Dining Supervisor - Full Time

biltmore; Asheville (NC); On-site; USD 32,000 - 38,000; Full time

Job summary

The In-Room Dining Supervisor at Biltmore Estate in Asheville oversees the supervision of in-room dining operations, including Room Service, Cottages, Pool, Chateau Tier Lounge, and lobby stations, aligned with Biltmore standards.

This role executes service and management philosophies, supervises staff, schedules and performs performance management, and acts as manager on duty in the Restaurant Manager's absence. Weekend/holiday availability is required.

Qualifications

• High school diploma required. Additional education and/or certification(s) preferred.
• Minimum two (2) years related food and beverage supervisory/management experience in a comparable upscale luxury hotel/resort setting; education/experience may be considered.
• Demonstrated commitment to delivering world class internal/external guest service and proven leadership skills; ability to motivate and develop staff is key.
• Knowledge of wine and cordials preferred; must be 21 years of age to bartend.
• Outstanding interpersonal and verbal/written communication skills; must engage interact and resolve issues professionally with diplomacy and tact.
• Strong organizational skills with attention to details and service; prioritizes work, multi-tasks and adapts as required.
• Proactive and exercises good judgment; problem solves and troubleshoots.
• Proficiency in Word and Excel; must learn Biltmore's systems, products, and protocols.

Responsibilities

• Daily supervision of operations and staff.
• Handles escalated guest service recovery; resolves guest complaints, ensuring guest satisfaction according to standards; empowers staff to troubleshoot.
• Assists with hiring, training, development, scheduling and performance management of staff; promotes positive and professional work environment.
• Opening/closing and reporting duties.
• Facilitates communication between IRD servers and Culinary to provide seamless service.
• Assists with server duties as needed, during peak periods of business.
• Maintains current and accurate knowledge of all F&B products/menu items, as well as VIPs, groups, and Estate information.
• Supports staff in ensuring that facilities, service, and experience exceeds expectations and is consistent with Biltmore and Forbes 4-star standards.
• Supports F&B leadership with monthly inventory and maintaining/storing supplies.

Skills

Staff supervision

Guest service

Communication

Team leadership

Problem solving

Microsoft Word

Microsoft Excel

Organization

Education

High school diploma

Hospitality certification/education preferred

Tools

Microsoft Word

Microsoft Excel

Job description

The starting pay range for this position begins at $19.44/hour and is based on the level of qualifications and relevant experience above the minimum requirements. Full Time: a position working 32+ hours per week.

Job Description

The In-Room Dining Supervisor is responsible for the supervision of in-room dining operations, which includes Room Service, Cottages, Pool, Chateau Tier Lounge, Lobby Coffee & Water stations, and any applicable BEOs in accordance with Biltmore Standards. This position will be charged with executing and maintaining the Biltmore service and management philosophies; ensuring standards are met or exceeded; supervision of staff and assisting with performance management; scheduling; and delivering unique and memorable world class dining experiences for guests. Supervisors will serve as "manager on duty" in absence of the Restaurant Manager, and will provide general assistance and support for the team, department, leadership, and the company as required.

Weekend & holiday availability required.

Essential Job Duties

• 1. Daily supervision of operations and staff.
• 2. Handles escalated guest service recovery; resolves guest complaints, ensuring guest satisfaction according to standards; empowers staff to troubleshoot.
• 3. Assists with hiring, training, development, scheduling and performance management of staff; promotes positive and professional work environment.
• 4. Opening/closing and reporting duties.
• 5. Facilitates communication between IRD servers and Culinary to provide seamless service.
• 6. Assists with server duties as needed, during peak periods of business.
• 7. Maintains current and accurate knowledge of all F&B products/menu items, as well as VIPs, groups, and Estate information.
• 8. Supports staff in ensuring that facilities, service, and experience exceeds expectations and is consistent with Biltmore and Forbes 4-star standards.
• 9. Supports F&B leadership with monthly inventory and maintaining/storing supplies.

Qualifications

• 1. High school diploma required. Additional education and/or certification(s) preferred.
• 2. Minimum two (2) years related food and beverage supervisory/management experience in a comparable, upscale luxury hotel/resort setting. A combination of education/experience may be considered.
• 3. Demonstrated commitment to delivering world class internal/external guest service and proven leadership skills; ability to motivate and develop staff is key.
• 4. Knowledge of wine and cordials preferred; must be 21 years of age to bartend.
• 5. Outstanding interpersonal and verbal/written communication skills; must be able to engage/interact/resolve issues professionally with diplomacy and tact.
• 6. Strong organizational skills with attention to details and service; prioritizes work, multi-tasks and adapts as required.
• 7. Proactive and exercises good judgment; problem solves and troubleshoots.
• 8. Proficiency in Word and Excel; must be able to learn Biltmore's systems, products, and protocols.

Physical Requirements

• 1. Exert physical effort in transporting 25-50 pounds frequently.
• 2. Endure various physical movements throughout the work areas.
• 3. Ability to remain ambulatory and in stationary positions throughout work shift.
• 4. Must be able to work 10 - 14 hour shifts as business demands.
• 5. Satisfactorily communicate with guests, management and co-workers to their understanding.
• 6. Ability to work in an environment that includes:
  Variable temperature conditions and noise levels
  Outdoor environments
  Exposure to fumes, dust and chemicals