In Room Dining Coordinator

Auberge Collection•Napa, CA

5h•Onsite

About The Position

The IRD Coordinator is the first voice a guest hears when they call In-Room Dining — and that first impression sets the tone for everything that follows. This role is responsible for taking orders accurately, coordinating amenity deliveries, and maintaining clear communication across resort departments so that every guest request is handled with both precision and warmth. The right candidate knows food and beverage well, communicates with confidence, and takes ownership of the guest experience from the first ring to the final follow-up. They bring the Auberge standard to every interaction: personal, knowledgeable, and genuinely gracious.

Requirements

1–2 years of experience in luxury hotel In-Room Dining, fine dining, or a hospitality coordination role.
Genuine knowledge of and enthusiasm for food, wine, and beverage service.
Professional, polished telephone manner with strong verbal communication skills.
Proficiency with hotel POS systems (e.g., Micros, Lightspeed) and property management platforms (e.g., Opera, ALICE).
Strong organizational skills with the ability to manage multiple requests accurately and simultaneously.
Fluency in English; additional language skills are a plus.
Flexible availability including variable shifts, weekends, and holidays.

Responsibilities

Answer all In-Room Dining lines within three rings, greeting guests warmly and by name, drawing on guest history and recognition notes outlined in hotel systems.
Guide guests through order-taking with enthusiasm and high level of menu knowledge, upselling when appropriate.
Listen carefully for the unspoken preference (a celebration, a dietary need, a spontaneous indulgence) and respond with solutions that feel effortless and intuitive.
Set honest expectations for delivery times, though accurately quoted times then own them; if a delay is unavoidable, communicate it before the guest asks.
Close every order with genuine hospitality that reminds our guests they are cared for.
Receive, log, and orchestrate all in-room amenity requests in partnership with the Executive Office, Sales & Event teams, Housekeeping, Experiences and all other relevant departments.
Own the amenity from request to delivery: confirm with the kitchen or relevant department, verify timing, ensure presentation standards are met, and conduct appropriate follow up to confirm accurate delivery.
Maintain a real-time amenity log throughout each shift, with full handover notes for the incoming team.
Review arrival reports to anticipate VIP needs; collaborate with Reservations and Itinerary Design team to craft bespoke, place-inspired touches that reflect the Auberge ethos.
Partner with the culinary team on special occasion requests (birthdays, anniversaries, proposals, milestone celebrations) with the creativity and care those moments deserve.
Function as the real-time communications link between In-Room Dining and the culinary team, Housekeeping, Front Office, Reservations, Experiences, Engineering and Itinerary Design.
Monitor resort-wide internal communication platforms (ALICE, or the property's equivalent) and respond to or route service requests with urgency and clarity.
Maintain an IRD daily log (i.e. sold-out items, daily specials, VIP notes, kitchen capacity, property events) and brief each incoming shift team with thoroughness and context.
Log all guest feedback, requests, and service recovery moments in the guest profile system; surface patterns to the F&B Management proactively.
Coordinate soiled tray and table retrieval from guest rooms / storage closets promptly and with discretion.
Maintain the IRD order desk — POS terminals, telephones, printed materials, and supplies — in flawless, organized condition at all times; the workspace is a reflection of our standards.
Enter all orders accurately into the POS system; process guest charges, gratuities, and check adjustments in compliance with hotel accounting procedures.
Manage beverage storeroom requisitions; submit to supervisor for approval and flag low par levels before they become a problem.
Complete all assigned side work, opening and closing duties, and shift administrative tasks with ownership and consistency.
Adhere to all food safety, sanitation, and hygiene standards; follow all company safety and security policies and report any incidents immediately.