In Room Dining Manager

The Raffles London

Raffles London at The OWO and The OWO Residences by Raffles operates a 120 room and suites flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences at this landmark destination on Whitehall, including 12 distinct restaurants and bars Including our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness, and a 600 seated-capacity grand ballroom.

Scope Of Position

Your role will be responsible for leading and managing the In Room Dining department at the Raffles London OWO. Responsible for overseeing and managing the preparation of orders, delivering and serving items to guest rooms in an attentive and efficient manner, take a leading role in developing amenities and ensuring to provide excellent quality service as per the Hotel Standard Operating Procedure. Take responsibility in training, leading and mentoring the team offering regular one on ones and appraisals.

You will work in close contact with the kitchen, guest services and rooms teams to ensure guests expectations are met and surpassed as well as taking a senior role in leading and managing the F&B department.

Responsibilities

Operation

• Developing and documenting steps of service ensuing correct internal training is given to all team members and regular reviews and updates ae undertaken.
• Take the lead in recruiting, training, and managing all members of the in room dining team.
• Overseeing department ordering, stock control, rotation and budget management and P&L.
• Detailed and precise order taking and communication with guests in a friendly and professional manner.
• Preparing orders for delivery and service whilst managing time sensitive targets.
• Ensure tables, trays are set according to type of food ordered and the hotels service standards.
• Accurately records, pre-checks and picks-up all food and beverage orders.
• Check in with guests to ensure satisfaction with each food course and/or beverages.
• Communicate with guests on complaints and issues finding suitable solutions an compromises.
• Serves guests their food and beverage in prompt, courteous manner as per the standard sequence of service.
• Present physical and accurate check to guest and complete the payment process.
• To have a thorough understanding and knowledge of all food and beverage items in the menu and the ability to recommend Food & Beverage combinations and also up sell alternatives.
• Complete closing duties, including restocking items.
• Assist in carrying out scheduled inventories of products and operating equipment.
• Ensure communication between Kitchen, Order taker and service team members.
• Monitor operating supplies, equipment and reduce spoilage and wastage successfully.
• Being knowledgeable to operate the hotels point of sales (POS) system, other order taking systems or hand held devices, inventory software etc.
• Additional responsibilities in absence of line manager or senior employee.
• Performs other duties as required or assigned including working in a different department or restaurant, than usually assigned.

Leadership

• Ensuring composure under pressure and providing leadership and guidance to the Team when required.
• Actively encouraging and promoting employees to be creative and innovative, whilst recognising them for their contributions to the success of the operation.

Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Qualifications, Skills & Experience

Essential

• Ability to communicate clearly and efficiently in English, both verbal and written.
• Recent experience within in room dining or a similar role.
• Market knowledge of competitors and event industry trends.
• Strong food and beverage knowledge.
• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
• Proven track record of surprising and delighting guests to provide exceptional service.
• To be detail oriented and to work within a team.
• A proven track record and ability to provide high levels of service under pressure.
• Exceptional communication and customer service skills, both written and spoken.
• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
• An understanding and willingness to contribute to a 24h operational schedule when required.

Desirable

• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.