Director of In-Room Dining

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 42 hotels with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group. 

The Hotel

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.

Strategic Intent

It is the mission and intent of this position that the candidate will oversee and supervise the overall day to day operation, planning and long-term outlook of the In Room Dining department.

Scope of Position

The IRD Director maintains an efficient operation of the department and meets guests’ expectations for quality of the product and service while making sure that all standards and procedures of the department are being followed and are consistent.

Organizational Structure

The Director of In-Room Dining will report directly to the Director of Food and Beverage. The Director of In-Room Dining supervises the In Room Dining Managers, IRD Servers, Order Takers, and Mini-Bar Attendants.

Duties and Responsibilities 

• Support company's philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement
• Provide leadership and support, train, audit, and evaluate in-room dining managers, servers, order takers, and mini-bar attendants, on proper in-room dining standards and procedures, include Forbes and LQE.

• Perform daily departmental meeting with all Room Service colleagues to engage, train, and motivate.
• Performs administrative duties including but not limited to, scheduling, payroll, inventory, stock replenishment, etc.
• Maintain inventory of all Room Service supplies, including, linen, equipment, chinaware and flatware, and mini-bar supplies and stock
• Inspects Room Service area, floors, and service landings to ensure standards of service are maintained.

• Implements new menus and promotions such as holiday and special event promotions.
• Manage event orders and other special IRD events and junkets, and ensure timely delivery of all items, and oversee proper set-up and breakdown of special events.
• Ensure all in-room dining orders, including amenities are delivered in a timely manner and in line with Forbes and LQE standards.
• Ensures in-room dining menus are up to date, accurate, and distributed appropriately.
• Assists with check reconciliation with regards to voids, promos and discounted items, and assures that checks are settled in an honest and accurate way.
• Maintain an active trace system for guest history on their F&B preferences
• Responds to guest inquiries and coordinates special arrangements
• Assist to develops yearly budget as it relates to In-Room Dining
• Attend hotel meeting including P&L, F&B meetings, and pre and post conference meetings
• Enforces established guidelines and policies of the hotel and revise standards and procedures for in-room dining department, as necessary.
• Maintain compliance with FLHSS standards.
• Understands and follow the laws and guidelines for food safety, and beverage service
• Performs a variety of other duties as assigned by the Director of Food and Beverage and Assistant Director of Food and Beverage.

NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

Requirements

• Reading, writing and oral proficiency in the English language.
• Willingness and Ability to work a flexible schedule, including late hours, weekends, and holidays.
• Have a minimum of 5 years experience F&B In-room dining management or department director experience in a similar position in a luxury hotel property
• Previous experience working in a union environment and high familiarity with Industry Wide Agreement is preferred.
• High attention to detail and have the ability to handle multiple tasks at one time.
• Have superior communication with all colleagues and high organization skills
• Regularly required to stand for large periods, frequently required to walk, push, pull, etc. 
• Ability to lift 25+ pounds.

Salary Range

$95,000 to $101,000/ yearly