In Room Dining Coordinator

Ocean House Management

In Room Dining Coordinator

A Collection Unlike Any Other

The Ocean House Collections includes 3 luxury properties. The Ocean House features 49 luxury guest rooms, 18 signature suites.  The Cottage Collection includes 10 privately owned vacation homes.  The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.

The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings.  The Inn features 31 unique guest rooms and 4 two-bedrooms signature suites.  Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences.  

The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button.  The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.

Scope of Position

The In Room Dining coordinator must demonstrate the ability to excel in a high-speed work setting, possess effective communication capabilities, and exhibit resilience when facing demanding circumstances. They collaborate closely with the Expo and the In Room Dining Manager, serving as the pivotal communication link between these roles and providing valuable assistance in their respective tasks. Responsible for receiving and executing all guest orders, coordinating the workflow with the rest of the team, communicating specific guest requirements and requests. Liaising with the food runners, expeditors, sommeliers, front desk agents and butlers.

Hourly Staff Schedule Requirements

All employees are kindly asked to understand that the property operation is 24 hours a day 7 days a week, inclusive of all holidays.  While the company will make every attempt to create a work and life balance, all hourly paid team members may be asked to work extended shifts and additional days based on business demands. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays.  All seasonal staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.

Reporting Relationship

Internal:  The In Room Dining Coordinator reports to the In Room Dining Manager.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

• Ensure service staff adhere to always established standards of service.
• Personally handle all incoming telephone calls and other internal forms of communications.
• Take guest orders following Forbes service standards, using accurate verbiage and appropriate tone of voice.
• Enter complete order details into the established restaurant system, including guest specifications, designated kitchen prep times and delivery times per Forbes standards. 
• Maintain contact with Expeditor to monitor kitchen capacity and extend prep times if needed.
• Review all printed tickets prior to delivery. Identify items that might be missing from the order, ensure accurate delivery and communication with the guest, adhering to our Forbes 5-star service standards.
• Generate tickets for the established system for all orders and requests, including those placed through other departments or systems.
• Document all essential information on whiteboard and keep expeditor and food runners updated on any timing changes.
• Coordinate seamless service flow between expeditor and food runners, providing clear direction to ensure guest expectations are met.
• Assist with cart preparation as needed, pausing these duties when incoming calls require immediate attention.
• Submit detailed shift reports highlighting any service issues, kitchen timing challenges, guest glitches and compensation, covers, etc.
• Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
• Represent the Company with a positive attitude and professional presentation. 
• Follow sustainability guidelines and practices related to the Company’s sustainability programs.
• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.

Required Job Knowledge and Skills

• At least 1 year of previous experience in food & beverage, restaurants, or hotels.
• Exhibit conversational fluency and effective communication skills. 
• Able to articulate viewpoints and perspectives with ease. Possesses aptitude to take detailed orders and engage in casual, friendly dialogue with guests over the telephone.
• Fluency in English both verbally and in writing
• Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
• Uphold the Company standards, policies, and procedures.
• Prioritize and organize tasks and work area.
• Ability to remain calm and resolve problems using good judgement as interpreted by the management.
• Follow directions.
• Work cohesively with co-workers as part of a team
• Maintain confidentiality of guest/employee information and pertinent company data