Room Service Supervisor

NAME OF ENTERPRISE: Buffalo Thunder Inc.

JOB LOCATION: Hilton Santa Fe Buffalo Thunder Resort

REPORTS TO: Food & Beverage Director

DEPARTMENT: Food & Beverage

FLSA STATUS: This is a Full Time, hourly; non-exempt position

TYPICAL WORK SCHEDULE (DAYS/HRS PER WEEK): TBD

JOB PURPOSE: Leads the daily In-Room Dining operation and ensures a refined, personalized dining experience is delivered consistently in guestrooms. The Supervisor coordinates order flow, culinary execution, staffing, beverage service, equipment readiness, guest recovery, and service standards while remaining visible and hands-on during peak periods.

ESSENTIAL FUNCTIONS:

· Lead daily operations, team deployment, order sequencing, and delivery timing to ensure accurate promised delivery times.

· Conduct pre-shift briefings covering resort occupancy, VIPs, dietary needs, menu changes, and service priorities.

· Coordinate with Culinary, Order-Taking, Housekeeping, Stewarding, Front Office, and Security to streamline workflow.

· Inspect rolling tables, trays, hot/cold boxes, glassware, and linens before and during service to maintain resort standards.

· Enforce refined in-room presentation, meal setup, beverage and wine service, and professional room departure.

· Maintain supply par levels, monitor equipment condition, and assign prompt hallway retrieval, sanitation, and reset.

· Coach staff on luxury service sequences, menu knowledge, suggestive selling, responsible alcohol service, and guest privacy.

· Assist with scheduling, attendance, training, shift checklists, inventory counts, requisitions, and opening/closing procedures.

· Review POS transactions, room charges, gratuities, voids, and shift documentation for accuracy and policy compliance.

· Resolve guest concerns immediately, take full ownership of service recovery, document incidents, and notify F&B leadership.

· Exemplify warm, discreet, and personalized luxury service using guest names, maintaining professional grooming, and protecting guest privacy.

• Other duties as assigned.

REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):

• Prior luxury hotel, fine-dining, room-service, or upscale F&B experience required; previous supervisory or lead experience strongly preferred.
• Strong knowledge of refined food and beverage service, wine and beer service, cocktails, allergens, dietary restrictions, and guest recovery.
• Ability to lead a team in a fast-paced environment while maintaining composure, discretion, and attention to detail.

REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE:

• High School Diploma or GED preferred
• Must follow safety precautions and requirements
• PPABC Liquor Certification or successful completion of the PPABC Liquor Certification course
• Must be at least 21 years of age.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

• Ability to stand and walk for extended periods
• Safely push and maneuver loaded rolling tables; bend, reach and stoop.
• Lift/carry trays, beverage products, glassware, and service equipment consistent with property safety standards. (Up to 25 lbs. without assistance, over 50 lbs. with assistance)
• Availability may include mornings, evenings, weekends and holidays based on business levels.

DISCLAIMER STATEMENT: This job description lists the primary duties and responsibilities required of the employee. An employee to perform tasks other than those listed to meet business needs.