In Room Dining Manager

JOB SUMMARY

To function as the Food & Beverage Manager, In Room Dining, responsible for the strategic leadership and day-to-day operation of In Room Dining, Mini Bar Operations, and Guest Amenity Programs. This role ensures all in-room experiences are delivered in accordance with the standards of Rosewood and Kona Village while achieving departmental profitability and exceptional guest satisfaction.

The In Room Dining Manager serves as the property leader for all in-room guest experiences, including In Room Dining, Mini Bar, VIP amenities, celebrations, private dining, and curated revenue-generating experiences. The role is responsible for developing innovative offerings, driving revenue growth, ensuring flawless execution, and maintaining the highest luxury service standards.

KEY RESPONSIBILITIES

Administration

• Take the lead to ensure that In Room Dining, Mini Bar, and Guest Amenity activities are aligned with the strategic objectives of Kona Village.
• Oversee the preparation, implementation, and periodic updates of all IRD, Mini Bar, and Guest Amenity operating manuals and standard operating procedures.
• Conduct regular departmental communication meetings and ensure that briefings are effective and informative.
• Collaborate with Culinary, Rooms, Guest Relations, Marketing, Sales, and Revenue Management teams to create innovative guest experiences and revenue-generating initiatives.
• Analyze guest feedback, market trends, competitor offerings, and operational performance to identify opportunities for enhancement and growth.
• Establish and maintain departmental goals, performance metrics, and action plans.

Guest Satisfaction

• Ensure all associates deliver the Rosewood brand promise and provide exceptional guest service at all times.
• Ensure all associates provide excellent service to internal customers throughout the resort.
• Handle all guest and internal customer complaints and inquiries courteously and efficiently.
• Maintain positive guest and colleague interactions and foster strong working relationships.
• Personally engage with guests and verify that the highest standards of service are consistently delivered.
• Ensure all VIP amenities, special occasion amenities, welcome amenities, celebration packages, honeymoon amenities, recovery amenities, and special requests are delivered accurately, professionally, and on time.
• Establish quality assurance standards for amenity presentation, delivery timing, and overall guest experience.
• Partner with Guest Relations and Front Office teams to personalize guest experiences through customized amenities and in-room offerings.
• Monitor guest satisfaction scores and feedback related to In Room Dining, Mini Bar, and amenity services, implementing improvements as necessary.

Operations

• Ensure all Rosewood luxury standards and Food & Beverage Brand Standards are consistently implemented.
• Respond to guest feedback, audits, and quality reviews, ensuring corrective actions are implemented promptly.
• Work closely with all Food & Beverage outlets and hotel departments to support the overall success of the resort.
• Conduct regular quality inspections with Culinary leadership.
• Monitor food and beverage quality, presentation, freshness, and service standards.
• Review previous day\''s sales and financial performance and resolve discrepancies as necessary.
• Track departmental revenue and expenses against budget.
• Prepare weekly schedules in accordance with staffing guidelines, labor standards, and business forecasts.
• Adjust schedules as required to meet operational demands.
• Conduct monthly inventories and maintain strict cost controls.
• Liaise with Culinary, Stewarding, Purchasing, Beverage, Housekeeping, and Front Office teams regarding daily operational requirements.
• Ensure all service areas are maintained in a clean, organized, and professional manner.
• Possess extensive knowledge of all food, beverage, minibar, amenity, and experiential offerings and ensure associates are trained to recommend and upsell premium options confidently.

Mini Bar Operations

• Oversee all aspects of the Mini Bar program, including product selection, merchandising, replenishment processes, inventory controls, pricing, and revenue performance.
• Develop innovative minibar concepts that reflect the resort\''s luxury positioning and Hawaiian sense of place.
• Partner with Purchasing, Culinary, and Beverage teams to source premium local and luxury products.
• Conduct regular audits to ensure inventory accuracy, product freshness, quality standards, and pricing compliance.
• Monitor minibar revenue, profitability, spoilage, and operational efficiencies.
• Develop seasonal and promotional minibar offerings that enhance guest satisfaction and increase revenue.

Guest Amenities & Luxury Experiences

• Maintain ownership of all guest amenity programs throughout the resort.
• Ensure flawless execution and timely delivery of all amenities according to established luxury standards.
• Develop amenity presentation standards that exceed guest expectations.
• Coordinate closely with Front Office, Housekeeping, Culinary, and Guest Relations teams to ensure seamless execution.
• Create and manage special occasion programs including birthdays, anniversaries, honeymoons, proposals, and VIP arrivals.
• Continuously review and improve amenity offerings to ensure they remain relevant, innovative, and reflective of the Rosewood brand.

Revenue Generation & Experience Development

• Develop and implement innovative revenue-generating in-suite dining experiences.
• Create private dining experiences, chef-curated tasting menus, wellness dining concepts, family-style offerings, romantic experiences, and destination-inspired dining programs.
• Develop upselling initiatives that increase In Room Dining, Mini Bar, amenity, wine, cocktail, and experience revenue.
• Collaborate with Marketing and Revenue Management teams to promote seasonal offerings and special experiences.
• Analyze guest spending patterns and identify opportunities to increase average check and overall revenue capture.
• Develop new product offerings and service concepts that enhance profitability while maintaining luxury standards.
• Establish departmental performance indicators and track incremental revenue generated from upselling and in-room experiences.

Financial Management

• Develop annual operating budgets, forecasts, and business plans for In Room Dining, Mini Bar, and Guest Amenity operations.
• Manage labor costs, cost of sales, operating expenses, and inventory levels to achieve financial objectives.
• Review departmental financial performance regularly and implement strategies to improve profitability.
• Monitor purchasing practices and inventory management to minimize waste and maximize returns.
• Drive continuous improvement initiatives that increase operational efficiency and financial performance.

Leadership & Talent Development

• Recruit, train, develop, and retain high-performing associates.
• Foster a culture of accountability, engagement, service excellence, and continuous improvement.
• Conduct regular coaching, performance evaluations, and development discussions.
• Lead departmental training focused on luxury service, product knowledge, upselling, safety, and operational excellence.
• Recognize and reward outstanding performance.
• Ensure all associates understand and consistently execute Rosewood service standards.

Other Duties

• Exercise responsible management and leadership at all times while positively representing Rosewood Hotels & Resorts.
• Maintain compliance with all health, safety, sanitation, liquor, and labor regulations.
• Ensure the highest standards of personal presentation and grooming.
• Develop and maintain professional relationships with industry partners and local vendors.
• Remain informed of industry trends and luxury hospitality innovations.
• Respond to changes in resort operations, company initiatives, and industry requirements.
• Attend meetings and training sessions as required.
• Carry out any additional duties and responsibilities as assigned.