In-Room Dining Manager

The Group:

Mandarin Oriental Hotel Group (MOHG) is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.

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.

Scope of Position

The IRD Manager 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 IRD Manager will report directly to the Director of In-Room Dining.

Duties and Responsibilities

1. Major 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
• Support company's philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement
• Support company's philosophy and company culture through the use of Guiding Principles and D.E.L.I.G.H.T as part of ensuring Guest Satisfaction and the achievement of our Mission Statement.
• Provide leadership and support for assistant managers, order takers, servers and mini bar attendants.
• Train, evaluate, and schedule Room Service staff to include, assistant manager, order takers, servers and mini bar attendants.
• Performs administrative duties such as, but not limited to, scheduling, payroll and inventory, stock replenishment, etc.
• Inspects Room Service area, floors, and service landings to ensure standards of service are maintained.
• Responds to guest inquiries and coordinates special arrangements.
• Enforces established guidelines and policies of the hotel and carries out disciplinary action(s), as necessary.
• Implements new menus and promotions such as holiday and special event promotions.
• Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations
• Respond to guest questions. Provide guest assistance, direction and information as requested when working in public areas.
• Attend pre-conference and post conference meetings
• Perform daily departmental meeting with all Room Service Staff to engage and motivate
• 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.
• Communicate all group information/changes to existing information to appropriate hotel colleagues in an accurate and timely manner
• Maintain an active trace system for guest history on their F&B preferences
• Audit checks when necessary
• Ensure all guest orders, including amenities are delivered in a timely manner and in line with company standards
• Report all suspicious persons or activities and hazardous or unsafe conditions to the Security Department
• Working knowledge of various cleaning chemicals and agents; knowledge of MSDS sheets and procedures
• Maintain compliance with FLHSS standards.
• Performs a variety of other duties as assigned by the Director of In-Room Dining
• Report all suspicious persons or activities and hazardous or unsafe conditions to the management
• Understands and follow the laws and guidelines for beverage service
• Provides instruction and/or guidance for guest and employee safety in fire or other emergency situation
• Highly knowledgeable about the Reservation System and InfoGenesis POS system.
• Ensures accuracy of all menus: current, correct, spelled correctly, clean and presentable.
• Ensures menu descriptions are up to date and distributed appropriately.
• Assists with check reconciliation with regards to voids, promos and discounted items. Assures that checks are settled in an honest and accurate way.
• Develop monthly forecast
• Monitor payroll of department
• Review and approve departmental PAFs
• Attend scheduled food and beverage meetings
• Revise standard and procedures for department, as necessary

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. 

Requirements

1. Mandatory

• Reading, writing and oral proficiency in the English language.
• Willing to work a flexible schedule, including weekends, and holidays.
• Be a self-motivator and motivator of others
• Be able to work together with other colleagues.
• Have a pleasant, friendly and helpful manner.
• Maintain a clean and healthy personal hygiene and grooming.
• Work in a safe, prudent and organized manner.
• Be able to relate to all levels of guests and management.
• Have a minimum of 2 years experience F&B management or supervisory experience in a similar position in a luxury hotel property
• Have the ability to handle multiple tasks at one time.
• Have superior communication and organization skills
• Be able to consistently delight and satisfy our guest
• Regularly required to stand. Frequently required to walk, and occasionally required to sit; use hands to finger, handle, or feel and talk or hear.
• Ability to lift 25+ pounds.

Salary Range

$75,000 to $85,000/ salary per year, commensurate with experience of the candidate.