Job Summary
The Team Leader – In-Villa Dining supports the daily operation of the In-Villa Dining department, ensuring service standards, product quality, and guest experiences are consistently delivered in line with Rosewood brand standards and the expectations of an ultra-luxury resort environment. A visible and hands-on presence is maintained throughout all service periods, supporting service coordination, guest engagement, and the seamless delivery of food and beverages to guest rooms and villas. Close collaboration is maintained with Order Taking, Culinary, Stewarding, Front Office, and other departments to ensure a personalized and efficient service experience. Accountability includes guest satisfaction, operational excellence, team performance, training support, and contributing to the overall success of the department.
Essential Duties and Responsibilities
Quality:
- Maintain In-Villa Dining operations in line with Rosewood brand standards, Forbes standards, and LQA requirements.
- Ensure consistent execution of service standards, service sequence, and guest experience throughout all service periods.
- Maintain a strong operational presence, supporting service flow, order delivery, and coordination between Order Taking, Culinary, Stewarding, and service associates.
- Monitor order accuracy, delivery times, food quality, presentation, and overall guest satisfaction.
- Engage with guests to ensure a personalized, attentive, and refined in-room dining experience.
- Handle guest feedback, requests, and service recovery professionally and promptly.
- Ensure guest preferences, dietary requirements, allergies, and special requests are accurately communicated and fulfilled.
- Conduct or support daily briefings and pre-service checks to ensure operational readiness.
- Ensure all trays, trolleys, equipment, amenities, and service areas are maintained to the highest standards of cleanliness and presentation.
- Coordinate with Culinary and supporting departments to ensure food quality, presentation, and timing standards are consistently achieved.
- Support the execution of VIP amenities, special occasions, celebrations, and guest recognition initiatives.
- Ensure menus, promotional materials, and guest-facing collateral are accurate and properly presented.
- Monitor team performance during service and provide real-time coaching to ensure confident and consistent service delivery.
- Support continuous improvement of service standards, operational efficiency, and the overall guest experience.
Financial:
- Maintain awareness of daily business levels, order volumes, average check, and departmental performance.
- Support the achievement of departmental revenue and profitability objectives.
- Encourage upselling through knowledgeable recommendations and menu awareness.
- Ensure accuracy of order taking, billing, and posting within operational systems.
- Support efficient deployment of associates in line with business demand.
- Assist in controlling costs through waste reduction and proper use of resources.
- Support inventory counts and stock control procedures for operating equipment and supplies.
- Support promotional campaigns, seasonal offerings, and revenue-generating initiatives.
Leading:
- Provide daily guidance, direction, and support to In-Room Dining associates during assigned shifts.
- Lead by example in professional grooming, behavior, and guest service standards.
- Conduct or support daily briefings and communicate operational priorities.
- Support onboarding, training, and development of associates.
- Provide coaching and regular feedback to enhance performance and confidence.
- Ensure effective supervision, task delegation, and follow-up throughout all service periods.
- Address operational challenges promptly and escalate concerns when necessary.
- Foster effective teamwork and communication between In-Room Dining and supporting departments.
- Promote a positive, professional, and team-oriented work environment.
- Support the implementation of hotel policies, procedures, and service standards.
- Act as a role model through professionalism, attention to detail, and guest-focused behavior.
- Support the Assistant Outlet Manager and the Outlet Manager in achieving departmental objectives and maintaining operational excellence.
Standard Responsibilities:
- Comply and adhere to all Rosewood company policies and hotel procedures.
- Take on additional tasks within the scope of the role as required by business needs.
- Act as a brand ambassador at all times and maintain brand integrity.
- Reflect the company’s culture, vision, mission, and core values in daily actions and decisions.
- Maintain awareness and application of Rosewood, Forbes, and LQA standards.
- Support the adoption of systems, technology, and tools that improve operational efficiency.
- Maintain effective communication within the outlet and across departments.
- Identify training and development needs through daily interaction and observation.
- Lead by example in appearance, behavior, and professional conduct.
- Maintain a strong operational presence throughout all service periods.
- Ensure compliance with hygiene, HACCP, and safety standards.
- Follow all emergency procedures and operational protocols.
- Protect the reputation of the hotel through professional and responsible conduct.
Confidentiality
Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests, associates, and hotel operations. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company unless otherwise authorized.
Maintain confidentiality of all company, guest, and associate information.
Protect sensitive operational and financial information.
Ensure discretion in all matters related to guests and associates.
Health & Safety
- Follow safe working practices across all areas of the outlet.
- Ensure compliance with Health and Safety regulations and hotel procedures.
- Report hazards, defects, and safety concerns immediately.
- Ensure incidents and accidents are reported in line with procedures.
- Maintain compliance with HACCP and food safety standards.
- Promote a safe environment for guests and associates
Other:
The above description is not exhaustive and may be adjusted based on operational needs.
- Maintain flexibility in working hours and operational support.
- Respond to business needs with adaptability and ownership.
- Support additional responsibilities and projects as required.
