Outlets Manager – In Room Dining & Ice Box (Hotel Emma)

Silver Ventures, Inc.•San Antonio, TX

About The Position

Lead and refine the In-Room Dining and Ice Box (Mini Bar) programs to deliver a seamless, thoughtful, and highly consistent guest experience. This role ensures that every in-room touchpoint reflects quiet precision, genuine hospitality, and an intuitive understanding of guest needs. Responsible for operational excellence, team leadership, and financial performance, this position balances efficiency with elevated service standards, ensuring each interaction feels effortless and considered.

Requirements

Minimum 2–3 years of leadership experience in a hotel or high-level food & beverage environment.
Strong understanding of in-room dining operations or similar service models requiring precision and timing.
Demonstrated ability to manage inventory systems and financial performance.
Clear, professional communication style with a focus on consistency and accountability.
Ability to lead teams in a detail-oriented, guest-focused environment.
Flexible schedule including evenings, weekends, and holidays.

Responsibilities

Oversee all aspects of In-Room Dining operations, ensuring orders are executed with accuracy, timeliness, and attention to detail.
Manage the Ice Box (Mini Bar) program end-to-end, including product selection, presentation, inventory control, and billing accuracy.
Ensure all IRD deliveries are presented with consistency and care, including proper setup, delivery etiquette, and in-room interaction.
Maintain clear, repeatable systems that support smooth order flow, efficient delivery routes, and minimal disruption to the guest experience.
Conduct regular walkthroughs and quality checks to ensure standards are upheld at all times.
Set the tone for a service style that is warm, unobtrusive, and highly attentive without being overbearing.
Anticipate guest needs through preparation, communication, and attention to detail.
Ensure all team members understand the importance of entering a guest’s private space with respect, awareness, and professionalism.
Review guest feedback and identify opportunities to refine the in-room experience.
Partner with Front Office and Concierge to support guest preferences, special requests, and VIP arrivals.
Drive revenue through thoughtful menu design, product curation, and team training.
Curate the Mini Bar with a focus on quality, sense of place, and guest relevance, balancing indulgence with practicality.
Identify opportunities to enhance the program, including late-night offerings, seasonal updates, and tailored in-room experiences.
Monitor performance metrics including average check, capture rate, and delivery times, adjusting strategy as needed.
Maintain strong oversight of Mini Bar inventory, ensuring accuracy, accountability, and minimal loss.
Establish clear systems for restocking, auditing, and variance tracking.
Partner with Purchasing and Culinary to maintain appropriate par levels and cost awareness without compromising quality.
Hire, train, and develop a team aligned with Hotel Emma’s standards and culture.
Provide ongoing coaching on: In-room service etiquette Product knowledge Attention to detail and consistency
Lead by example through a visible, engaged presence during service periods.
Conduct regular performance conversations and support team growth through clear expectations and feedback.
Work closely with Culinary, Housekeeping, and Front Office to ensure alignment across all in-room touchpoints.
Coordinate Mini Bar access and servicing with Housekeeping to ensure efficiency without disrupting the guest.
Ensure communication channels are clear so that guest needs are met seamlessly across departments.
Track and report on IRD and Mini Bar performance, including sales, variances, and guest feedback.
Manage labor scheduling in alignment with business levels and operational needs.
Ensure compliance with all hotel policies, safety standards, and operating procedures.