Job Summary
Basiqat by Mantis is seeking a passionate, service-oriented, and highly organized In-Room Dining Supervisor to join our pre-opening Food & Beverage team.
The successful candidate will be responsible for supervising daily in-room dining operations, ensuring the highest standards of luxury hospitality, personalized service, food presentation, and guest satisfaction.
As a member of the pre-opening team, the In-Room Dining Supervisor will play an important role in establishing service procedures, preparing operational equipment, training Heartists, and ensuring the department is fully prepared to deliver a seamless and memorable dining experience from the resort's opening.
Key Responsibilities
In-Room Dining Operations & Service Excellence
- Supervise daily in-room dining operations to ensure efficient, professional, and personalized service.
- Ensure all guest orders are accurately received, processed, prepared, and delivered within established service standards.
- Oversee the setup, presentation, and delivery of in-room dining orders in accordance with luxury hospitality standards.
- Monitor service quality, food presentation, temperature, and order accuracy before delivery.
- Ensure proper handling of special dietary requirements, allergies, and personalized guest preferences.
- Coordinate timely collection of used trays, trolleys, and dining equipment from guest accommodations.
- Maintain high standards of cleanliness, hygiene, and organization in all in-room dining service areas.
- Ensure all operational procedures comply with approved Mantis and Accor brand requirements.
Luxury Guest Experience & Personalization
- Deliver warm, attentive, and discreet service that reflects the resort's luxury positioning.
- Anticipate guest needs and ensure personalized dining experiences.
- Handle guest requests, feedback, and complaints professionally and efficiently.
- Coordinate special dining arrangements, celebrations, romantic setups, and VIP amenities as required.
- Ensure guest preferences and special requests are communicated accurately to relevant departments.
- Monitor guest satisfaction and recommend improvements to enhance the in-room dining experience.
- Promote a culture of genuine hospitality, attention to detail, and service excellence among Heartists.
Pre-Opening Operational Readiness
- Support the setup and implementation of the In-Room Dining department's operational procedures and service standards.
- Assist in preparing departmental checklists, service sequences, and standard operating procedures.
- Coordinate the setup and organization of in-room dining service stations, equipment, and supplies.
- Support the identification and preparation of operating supplies and equipment (OS&E) required for the department.
- Participate in menu familiarization, service rehearsals, and operational simulations before opening.
- Assist in establishing order-taking procedures, delivery standards, and service recovery guidelines.
- Support the recruitment, onboarding, and training of in-room dining Heartists.
- Work closely with the Food & Beverage management team to ensure all pre-opening milestones and operational readiness requirements are achieved.
Team Supervision & Heartist Development
- Supervise, guide, and motivate In-Room Dining Heartists during daily operations.
- Conduct daily briefings to communicate service priorities, guest preferences, and operational updates.
- Support the preparation of duty schedules and appropriate staffing arrangements.
- Provide on-the-job training in service etiquette, order-taking, product knowledge, and luxury service standards.
- Monitor Heartist performance and provide constructive feedback and coaching.
- Promote teamwork, professionalism, grooming standards, and a positive working environment.
- Support the Food & Beverage management team in maintaining effective communication and operational discipline.
Food & Beverage Coordination
- Maintain effective communication with Kitchen, Housekeeping, Front Office, and other relevant departments.
- Coordinate with the culinary team to ensure timely preparation and delivery of guest orders.
- Ensure accurate communication of menu items, availability, dietary requirements, and special requests.
- Monitor order flow and resolve operational delays promptly.
- Support coordination of VIP amenities, special occasions, and customized dining arrangements.
- Ensure all service equipment is handled properly and maintained in good condition.
Cost Control & Inventory Management
- Monitor the use of in-room dining supplies, equipment, and consumables.
- Assist with inventory checks and stock replenishment.
- Minimize breakage, waste, and unnecessary operational expenses.
- Ensure accurate billing, payment processing, and proper handling of guest charges.
- Support departmental cost-control initiatives without compromising service quality.
- Report equipment defects, shortages, and maintenance requirements promptly.
Health, Safety & Hygiene Compliance
- Ensure compliance with applicable food safety, hygiene, and sanitation requirements.
- Monitor proper food handling, transportation, and service practices.
- Ensure adherence to HACCP principles and relevant food safety procedures.
- Maintain safe and hygienic working conditions in service areas.
- Ensure proper cleaning and sanitization of service equipment, trays, and trolleys.
- Report food safety concerns, incidents, and operational risks to management.
- Support sustainability initiatives, including responsible waste management and efficient resource utilization.
Qualifications
Education & Experience
- Diploma or bachelor's degree in Hospitality Management, Food & Beverage Management, or a related field.
- Minimum 2 3 years of relevant experience in Food & Beverage service, preferably including in-room dining operations.
- Previous supervisory or team-leading experience within a hotel or resort is highly desirable.
- Experience within luxury hotels, resorts, or internationally recognized hospitality brands is preferred.
- Previous hotel or resort pre-opening experience is an advantage.
- Strong understanding of luxury in-room dining service standards, order-taking procedures, and guest service etiquette.
- Familiarity with hotel point-of-sale (POS) systems and in-room dining order management procedures.
- Experience in handling VIP guest requests, special dining arrangements, and service recovery situations is an advantage.
Skills & Competencies
- Excellent guest service and interpersonal skills.
- Strong leadership, team supervision, and coaching abilities.
- Excellent command of English; Arabic proficiency is highly desirable.
- Strong communication and coordination skills.
- Excellent attention to detail and commitment to luxury service standards.
- Ability to work efficiently under pressure while maintaining service quality.
- Strong organizational, multitasking, and time-management skills.
- Good knowledge of food and beverage products, menu presentation, and service techniques.
- Ability to handle guest complaints and resolve service issues professionally.
- Familiarity with POS systems and basic operational reporting.
- Proactive, reliable, and guest-focused approach.
- Strong teamwork and collaboration across operational departments.
- Flexibility to work shifts, weekends, and public holidays according to operational requirements.
- Adaptability to the demands of a pre-opening environment.
