In-Room Dining Coordinator

Position Overview

The In-Room Dining (IRD) Coordinator key in-room dining orders, coordinating timely delivery of in-room amenities, food and beverages, and ensuring exceptional guest satisfaction. The role also supports the distribution of in-room amenities, special requests, and VIP arrangements while maintaining effective communication with kitchen, service, and housekeeping teams and assuring a smooth day to day operation.

The Role

In-Room Dining Operations

• Receive and process in-room dining orders
• Using established verbiage and information to relate guest while making the orders of the meal period delivery time and checking for any special dietary restrictions
• Accurately record guest requests, dietary requirements, and special instructions
• Communicate orders promptly to the kitchen and service teams by putting orders to the Point of Sales (POS) system accurately after a second confirmation check in the POS
• Highlight to the operation team and remind the team to check the orders upon picking from the kitchen on any special dietary or orders to avoid any wrong orders picked up
• Monitor order preparation and delivery times to ensure service standards are met accordingly to Forbes requirements
• Follow up with guests to ensure satisfaction with in-room service experiences after an hour from the delivery of orders placed in the room and the return of the team members from the room
• Conduct quality check with guests after the food has been delivered
• Coordinate requests to clear IRD trays after guest finish the meal
• Liaise with Front Office, Housekeeping, Guest Relations, and Food & Beverage departments for amenity requests and special arrangements
• Verify and ensure accurate delivery of amenities to guest rooms by using the trace report and must ensure the amenities are delivered to the guest room before the arrival of the guest by using Knowcross as a system to monitor
• Close the amenities job request in the Knowcross once the job is completed by the amenities team
• Monitor inventory levels of amenities and arrange with the chef on any shortage or incompliance of special dietary for any form of food orders
• Monitor all job request in the Knowcross, communicate with the operation team, close all jobs in the Knowcross once all job is completed
• Comply fully with all Leading Quality Assurance (LQA), Forbes standards and Hotel standards
• Ensure the smooth operation of IRD
• Follow up and follow through of any traces, requests and last-minute additional jobs that IRD is requested to do
• Ensure polite and professional mannerism when speaking to guests via the phone
• Maintain full product knowledge of the IRD menu and hotel information

Administration & Documentation

• Review daily specials and maintain awareness of 86'd items throughout the shift
• Maintain cleanliness and neatness in the office working area
• Manage In Room Dining Email/Corresponds
• Ensure Sufficient Stock of supplies/stationary for operational needs

Talent Profile

1. Prior experience in service industry, administrative and secretarial duties
2. Basic computer literacy and familiarity with hotel management systems