Your Role in the Story
As the IRD Manager at LUURA, you lead the daily operation of In-Room Dining, Breakfast, Minibar, and Pool Service, ensuring seamless service from early morning through the day. This is a highly hands-on role, particularly during breakfast and room dining peak periods, where you are present on the floor, supporting the team and engaging with guests.
Working closely with the F&B Manager, Culinary, Bar, Front Office, and Housekeeping teams, you ensure service standards are met across all guest touchpoints, from breakfast at Lenea, to poolside service, to in-room dining experiences. You coach, select and develop your team, manage scheduling and service execution, maintain quality and hygiene standards, and drive guest satisfaction while creating warm, effortless, and memorable LUURA experiences.
Key Responsibilities
- Lead the day-to-day operation of Breakfast, In-Room Dining, Pool Service, and Minibar, ensuring every guest experience feels seamless, personal, and effortless.
- Be present on the floor during key service periods, particularly breakfast at Lenea, room dining peak hours, and pool operations, leading from the front and supporting the team where needed.
- Build, coach, and inspire a high-performing team, creating a culture of warmth, accountability, and genuine hospitality.
- Oversee all In-Room Dining operations, ensuring orders are delivered accurately, efficiently, and to the highest presentation standards.
- Maintain exceptional in-room dining presentation, service etiquette, and tray and trolley collection procedures in partnership with Housekeeping.
- Manage minibar operations, including replenishment, stock control, charge accuracy, and guest preference set-ups.
- Anticipate the needs of VIPs, returning guests, and long-stay residents, creating thoughtful and personalised experiences throughout their stay.
- Own the breakfast experience at Lenea, ensuring smooth service flow, strong guest engagement, and excellent food presentation.
- Partner with the Bar team to deliver relaxed, attentive, and efficient poolside service throughout the day.
- Ensure the team is confident in menus, ingredients, allergens, hotel facilities, and experiences, enabling them to make relevant recommendations to guests.
- Work collaboratively with Culinary, Bar, Front Office, Housekeeping, Spa, and Events teams to deliver one connected guest journey.
- Take ownership of guest feedback and service recovery, resolving issues quickly and turning challenges into positive experiences.
- Drive revenue through natural upselling and personalized recommendations across food, beverage, wellness, and hotel experiences.
- Monitor sales performance, labour costs, productivity, inventory, and waste, taking action to improve results where needed.
- Prepare and manage team schedules, rotations, overtime, and staffing levels to meet business demands while maintaining a positive work environment.
- Support recruitment, onboarding, training, and succession planning to build a strong and engaged team.
- Ensure the department is fully prepared for seasonal opening periods, including training, SOP implementation, equipment readiness, and operational set-up.
- Support private dining experiences, special events, and hotel activations when required.
- Uphold all LUURA standards, HACCP requirements, health and safety regulations, and responsible service practices.
- Lead by example every day, setting the pace, standards, and energy for the team.
- Act as a hands-on host for senior leaders, VIPs, and special guests, ensuring memorable and highly personalized experiences.
- Take full ownership of operational reporting, scheduling, payroll inputs, overtime control, and departmental administration.