In-Room Dining Manager - Inn on Biltmore Estate

Job Description

The In-Room Dining (IRD) Manager will have full responsibility and oversee all operations of the In-Room Dining services, including Rooms, Cottages, Pool, Chateau Tier, Lobby Coffee & Water Stations, and any applicable Banquet Event Orders (BEOs), all at the 5-diamond / 5-star level of service reflective of the Biltmore’s commitment to gracious hospitality and world class guest service.

The In-Room Dining Manager will also be responsible for leading and developing the In-Room Dining Team, full P&L responsibility for the In-Room Dining department, achieving guest and employee satisfaction goals for the department, and ensuring FORBES standards are adhered to.

The IRD Manager will be responsible for liaising with various departments across the hotel and developing positive collaborative relationships with these departments.

The Manager will also be available to help other departments and restaurants within the Inn on Biltmore Estate as assigned.

Essential Job Duties

1. Interviewing, selecting, hiring, training, leading, managing, coaching / counseling, and development employees in the In Room Dining department

2. Develop and maintain best practices and steps of service with FORBES standards for all aspects of IRD including amenities, tray pickups, pool, cottage deliveries, Chateau Tier lounge, BEO, and lobby coffee and water stations

3. Forecasting business levels and scheduling IRD appropriately

4. Completing payroll weekly for IRD department and monitoring labor

5. Inventorying, purchasing, and storing any necessary supplies for the IRD department while maintaining efficient cost controls, including monthly GSC and alcohol inventory

6. P&L responsibility with emphasis on driving revenue through suggestive selling

7. Achieve Guest Satisfaction Goals and Employee Satisfaction Goals

8. Fluency with computer systems such as SMS, Workday, Eatec, Alice, and Kronos used daily in the operations

9. Ensure Best Safety practices, including alcohol safety, are adhered to within the department

Qualifications

1. Minimum High school diploma required. Additional education, training, and / or certification(s) strongly preferred. Two or four-year degree in a related hospitality field preferred.

2. Previous hospitality experience in a full-service restaurant require. Ideal candidate will have had at least 2 year of related restaurant experience in a fine dining / upscale setting, preferably in In Room Dining.

3. Demonstrated commitment to delivering world class guest service and anticipating and exceeding guest expectations.

4. Familiarity with FORBES standards

5. Outstanding interpersonal skills and the ability to handle a variety of guest service situations in a manner consistent with Biltmore standards.

6. Demonstrated ability to build positive working relationships

7. Ability to and comfort with using listening skills and suggestive selling techniques to help meet the dining needs of guests.

8. Ability to multi-task and prioritize in a fast-paced, guest service environment.

9. Ability to be proactive, exercise good judgment, and take initiative as appropriate. Should be able to creatively problem solve.

10. Ability to be professional in both appearance and demeanor in accordance with Biltmore standards.

11. Applicants must be at least 18 years of age.

Physical Requirements

1. Lifting up to 50 pounds maximum with frequent bending, lifting and / or carrying of objects weighing up to 20 pounds.

2. Requires walking or standing to a significant degree.

3. Work environment involves some exposure to hazards or physical risks, which require following basic safety precautions.

4. The employee may work in a restaurant or kitchen environment with fluctuations in temperature and weather conditions.