Room Service Assistant Manager

Infor; Temecula (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Pechanga Resort Casino is seeking a Room Service Assistant Manager to oversee the in-room dining operation in the absence of the F&B Room Service Manager. The role focuses on delivering luxury, four-diamond service with personalized guest interactions and impeccable presentation.

Responsibilities include supervising staff, coaching in the moment, scheduling, and ensuring compliance with four-diamond standards and safety protocols.

Qualifications

• Requires high-end in-room dining or luxury resort experience.
• Strong leadership and staff development skills.
• Ability to coach in the moment and handle high-pressure service environments.
• Knowledge of contemporary hospitality trends and personalized guest experiences.

Responsibilities

• Oversee in-room dining operations in absence of F&B Room Service Manager.
• Ensure adherence to four-diamond service standards and safety protocols.
• Supervise outlet personnel and provide real-time coaching and training.
• Coordinate guest functions and special guest requirements in suites and rooms.
• Manage inventory, par levels, and order supplies for luxury dining experiences.

Skills

High-end in-room dining

Leadership

Staff training

Minibar management

Bartech or minibar software

Infor Hospitality Solutions

PMS integration

Food safety

Education

High school diploma or GED

Tools

Bartech

Minibar Systems

Dometic

Oracle Hospitality Solutions

Infor Hospitality Solutions

Job description

GENERAL SUMMARY

The Room Service Assistant Manager oversees the entire in-room dining operation in the absence of the F&B Room Service Manager. This position is responsible for ensuring maximum guest satisfaction and dining pleasure by consistently delivering high-end, luxury-level service tailored to a four-diamond rated gaming resort, including specialized in-room dining experiences. Emphasis is placed on upholding elevated hospitality standards, incorporating current industry trends, and maintaining impeccable presentation, personalization, and attention to detail in all guest interactions.

FOUR DIAMOND SERVICE AGREEMENT

All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.

KEY RESPONSIBILITIES

• Carry out policies and procedures of Pechanga Resort Casino (PRC), ensuring adherence to all high-end service protocols and regulatory requirements
• Ensure proper service as specified in the outlet’s standards of service manual, with a focus on high-end in-room dining techniques, including refined presentation, timing, and personalized guest interactions
• Operate Room Service in an atmosphere as specified by manager, emphasizing luxury hospitality trends such as sustainable sourcing, experiential dining, and wellness-focused offerings
• Act on all guest comments in a timely manner, referring culinary and beverage situations to outlet chef and beverage manager, while incorporating feedback to enhance high-end service delivery and meet current guest demands
• Ensure compliance to all rules, regulations, and procedures, including those specific to four-diamond standards and high-end in-room dining safety protocols
• Responsible for all administrative duties for outlet as directed by outlet manager, including coaching in the moment, daily journaling of operational disciplinary action, scheduling and placements, performance recognitions, and other duties to promote accountability and staff development
• Displays ability to substitute for cashiers, as necessary and fully understands operations of cash handling procedures, including point of sales equipment
• Assist in supervising, planning, and directing all outlet personnel on a daily basis, including assigning stations, recording attendance, conducting real-time coaching of team members to ensure service standards are being followed, and providing ongoing training on high-end in-room dining service and hospitality trends
• Assists in maintaining comprehensive staff training on high-end in-room dining and hospitality trends, upholding service standards, implementing recognition programs for exceptional performance, and ensuring accountability through policy adherence; upholding operational standards and enforcing accountability measures in line with company policies
• Order supplies to ensure proper par levels, including all beverage and service food items, with attention to premium, high-quality products suitable for luxury in-room experiences, and other tasks as required by outlet manager
• Coordinates special guest functions in suites, hospitality, and guest rooms, incorporating high-end personalization and trend-aligned enhancements
• Be aware of contemporary nutritional and health requirements of customer base, including dietary and safe food restrictions, and integrate emerging hospitality trends such as plant-based options or allergen-free innovations
• Assist and monitor proper labor cost consistent with budget goals as required by F&B Director
• Assist manager in completing the weekly and monthly department forecasts
• Submit and follow up maintenance requests and equipment shortages to support seamless high-end operations
• Provide weekly menu and service training according to PRC standards, with added emphasis on high-end in-room dining techniques, luxury service etiquette, and current hospitality trends
• Conduct daily pre-shift meetings to reinforce training, standards, and accountability
• Control china, silver, and glassware inventory, ensuring items meet four-diamond luxury quality
• Other duties as assigned.

ACCOUNTABILITY

This position serves in a management capacity. Responsibilities may include budgeting and forecasting, hiring/terminations, employee relations issues, mentoring and corrective actions. Team Member is responsible for protecting the assets of Pechanga Resort Casino and for maintaining and providing a positive and professional work environment.

EXPERIENCE/TRAINING/EDUCATION

A High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience is required to successfully perform this job. Preference given to candidates with experience in high-end, four-diamond rated hospitality environments, particularly in in-room dining or luxury resort settings.

COMMUNICATION SKILLS

This position requires the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. This position also requires the ability to write routine reports and correspondence. Furthermore, this position requires the ability to speak effectively before groups of customers or employees of the organization, with an emphasis on conveying high-end service expectations and hospitality trends.

MATHEMATICAL SKILLS

This position requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. This position also requires the ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Furthermore, this position requires the ability to calculate figures and amounts such as discounts, interest, percentages, and fractions.

REASONING ABILITY

This position requires the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. This position also requires the ability to deal with problems involving several concrete variables in standardized situations where only limited standardization exists, as well as to solve practical problems. Furthermore, this position requires the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form, particularly in adapting to evolving hospitality trends.

CERTIFICATES, LICENSES, REGISTRATIONS

• Gaming Class “A” License
• Food Handlers License or Serve Safe Certificate
• TIPS Certification or Equivalent

SKILLS/ABILITIES

• Must have working knowledge of food served in the specific outlet and have strong familiarity with contemporary and traditional styles of cuisine, including high-end trends in luxury dining.
• Must be capable of performing all positions within the department, including serving, busing, hosting, and expediting, with proficiency in high-end in-room dining service.
• Must be available to work all shifts in assigned outlet.
• 10 Key punch
• Type 30 words or more per minute
• Great Smile / Great Attitude
• Professional Demeanor
• Make eye contact while speaking
• Ability to work under stressful situations
• Mentally strong and able to cope with many challenges
• Knowledge of current hospitality trends, such as personalized luxury experiences and sustainable practices, with a focus on in-room dining.
• Strong leadership skills in staff training, recognition, and accountability to maintain four-diamond standards.
• Proficiency in minibar management software, such as Bartech or similar systems (e.g., Minibar Systems, Dometic), including inventory tracking and PMS integration.
• Proficiency in hotel management software such as Oracle Hospitality Solutions, Infor Hospitality Solutions or similar large scale operations management software with equal capabilities.
• Ability to maintain confidentiality of proprietary company information and adhere to current data safety practices and policies.