Job Description
Are you a hospitality professional with a passion for delivering exceptional dining experiences and supporting teams in achieving service excellence? As In‑Room Dining Supervisor, you will partner with the IRD management team to oversee daily operations, ensuring refined service, flawless presentation, and seamless coordination across departments. As the IRD Supervisor, you will be responsible for performing the following tasks to the highest standards. Support the In‑Room Dining management team in overseeing daily operations in accordance with hotel policies and Forbes luxury service standards. Ensure proper setup of pantries, trolleys, trays, and amenities, maintaining cleanliness, readiness, and refined presentation prior to service periods. Supervise service flow and coordinate effectively with kitchen, stewarding, and housekeeping teams to guarantee seamless delivery. Monitor order accuracy, delivery times, and guest preferences to optimise satisfaction and revenue. Maintain strong presence during peak service, engaging discreetly with guests when appropriate and ensuring personalised service delivery. Assist in managing guest feedback and complaints, ensuring timely and professional service recovery. Ensure adherence to food safety, hygiene, and HACCP standards in all in‑room dining operations. Support execution of special amenities, VIP setups, and promotional in‑room dining experiences. Leadership & Culture. Supervise and motivate team members to maintain high standards of professionalism, grooming, and service excellence. Assist in training, coaching, and performance development of In‑Room Dining associates. Foster a positive and collaborative work environment that promotes teamwork and engagement across departments. Conduct pre‑shift briefings and ensure clear communication of service priorities and guest expectations. Identify training needs and support structured development plans for team members. Administration. Maintain accurate operational records including logbooks, shift reports, and guest preference tracking. Support implementation and updating of SOPs, training manuals, and service procedures specific to in‑room dining. Ensure proper use of POS, order management, and operational technology platforms. Financial & Cost Control. Support financial performance by monitoring order volumes, average checks, and guest consumption trends. Assist in inventory control, purchasing processes, and stock management of amenities and minibars to minimise waste and optimise cost efficiency. Promote upselling initiatives and menu knowledge to enhance guest experience and profitability. Ensure accurate billing, cashiering procedures, and compliance with financial controls. Guest & Team Experience. Deliver anticipatory and personalised service aligned with Waldorf Astoria luxury standards. Guide team members in handling VIP guests, special occasions, and discreet requests with professionalism. Monitor team morale and contribute to a supportive and productive working environment. Ensure compliance with hotel safety policies, sanitation standards, and regulatory requirements. Report maintenance issues, safety hazards, and incidents promptly. Support emergency response procedures and risk management protocols. Communication & Collaboration. Maintain effective communication with all hotel departments to ensure seamless service delivery. Participate in departmental meetings, operational reviews, and training sessions. Represent the In‑Room Dining department professionally in interactions with guests, suppliers, and colleagues. Support sustainability initiatives, brand campaigns, and pre‑opening activities. Stay informed of hospitality trends and service innovations in in‑room dining. Undertake additional responsibilities as assigned by management. An IRD Supervisor serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. Strong leadership and interpersonal skills, with a passion for luxury hospitality. Proven ability to resolve guest complaints with professionalism, discretion, and effective problem‑solving. Flexibility to work varied schedules, including weekends and holidays, based on business needs. Commitment to continuous learning and service excellence in luxury dining. In‑depth knowledge of Malaysian and international cuisine, fine dining etiquette, and premium beverage pairings. Proficiency in reservation systems and basic computer applications. Strong financial acumen, with experience in cost control and revenue management. Understanding of current and emerging food & beverage trends in south-east Asia, with the ability to anticipate future developments.
