The posting
Job Description
Guest experience and service delivery • Own the end-to-end mini bar guest journey, ensuring products, menus, pricing and presentation reflect the hotel’s luxury positioning and brand standards. • Ensure room mini bars are inspected, clean, correctly set, fully stocked and operating properly; coordinate completion with room status and guest arrival priorities. • Oversee accurate, timely consumption checks, replenishment and posting of charges, including checkout and after-departure reviews in accordance with hotel policy. • Respond to guest requests, preferences and complaints with discretion, urgency and personal accountability; resolve issues and follow through with relevant departments. • Maintain clear, current product information and ensure approved amenities, promotional materials and in-room collateral are correctly presented. • Oversee a balanced, well-presented assortment across spirits, beer, soft drinks, water, juices, mixers, energy or sports drinks, and packaged snacks or private-pantry items, according to the hotel’s approved menu. • Keep in-room menus and price lists accurate, legible and consistent with POS and property-system pricing; recommend assortment and pricing changes through the hotel’s approval process. Operations and interdepartmental coordination • Plan daily coverage, routes, room priorities and service schedules; coordinate with Front Office, Housekeeping and Guest Relations on arrivals, departures, VIPs, special occasions and room access. • Maintain effective operating procedures for room checks, replenishment, stock transfers, billing, equipment care, key control and end-of-shift handover. • Keep storerooms, carts and work areas organized, secure and guest-ready; ensure appropriate par levels and uninterrupted availability of approved products. • Coordinate repairs and preventive maintenance for mini bar units, carts, handheld devices and related equipment with Engineering and IT; escalate out-of-service units promptly. • Prepare accurate daily operating updates, communicate service risks and product shortages, and recommend improvements based on guest feedback and operating trends. • Personally inspect at least 20 guest-room mini bars each day, adjusting the sampling plan with the Director to reflect inventory, occupancy and operational risk. • Highlight VIP arrivals and guests with special requirements through approved internal channels, protecting guest privacy while ensuring the team is prepared. Financial and inventory management • Own inventory accuracy from receiving through storage, issue, room placement, sale, waste and return; conduct and verify regular counts and investigate variances. • Monitor revenue, product mix, average spend, capture rates, voids, complimentary items, breakage, spoilage and cost of sales against approved budgets and targets. • Review the monthly departmental profit-and-loss statement, explain results and variances to the team or senior leader, and implement agreed corrective actions. • Prevent and investigate product loss, unauthorized rebates, allowances, complimentary postings and other revenue leakage; document and escalate discrepancies. • Protect revenue through consistent room checks, correct POS / property-system posting, timely departure-charge processing and documented review of adjustments. • Control ordering, par levels, expiry dates, rotation and storage conditions; partner with Purchasing and Finance on forecasting, vendor issues and product changes. • Identify opportunities to improve profitability and guest relevance through assortment, packaging, pricing and presentation recommendations, subject to approval. Leadership, training and standards • Recruit, onboard, schedule, coach and develop the mini bar team; set clear expectations and foster a respectful, accountable and service-minded culture. • Lead daily briefings and regular team meetings; communicate occupancy priorities, VIP requirements, product knowledge, service standards and safety updates. • Observe performance, complete appraisals and corrective coaching in line with hotel policy, and maintain accurate attendance, training and performance records. • Apply hotel policies, applicable labor agreements and employment requirements consistently; document performance matters and partner with Human Resources on employee relations. • Recognize strong performance and ensure the team understands the hotel’s service philosophy, mission and required service standards. • Ensure team members are professionally presented, knowledgeable about the hotel and able to communicate confidently and courteously with guests and colleagues. • Model a visible commitment to luxury service, confidentiality, teamwork and continuous improvement. Safety, hygiene and compliance • Enforce hotel, brand and applicable legal requirements for food safety, sanitation, storage, allergen awareness, alcohol handling, workplace safety and security. • Complete and document routine hygiene, temperature, equipment and storage checks; address deficiencies promptly and maintain readiness for internal and external audits. • Ensure safe handling of products, carts and equipment; report hazards, incidents, maintenance needs and unusual activity through established procedures. • Maintain confidentiality and follow guest privacy, room-entry, key-control, cash-handling and data-protection standards. Leadership scope Directly supervises Mini Bar Supervisors and Attendants. Accountable for departmental staffing, training, service execution, inventory integrity, revenue capture, cost control and compliance. Exercises sound judgment in resolving guest matters and escalating significant incidents, financial irregularities or safety concerns to the appropriate leader. • Demonstrated ability to lead a team and manage service standards, inventory, schedules, operating costs and guest recovery. • Working knowledge of POS and property-management systems, handheld inventory or charging devices, payroll or timekeeping tools, and Microsoft Office; confidence with reports and basic analysis. • Knowledge of food safety, sanitation, stock rotation and workplace safety practices; current food-handler certification, First Aid and CPR, or ability to obtain and maintain them as required. • Ability to verify employee health certificates and other role-specific safety credentials remain current. • Excellent spoken and written English; additional languages are an asset. Strong organization, numeracy, communication and attention to detail. Success measures • Guest satisfaction, complaint resolution and service-audit results. • Mini bar revenue, charge-capture accuracy, timely posting of consumption and departure charges, and control of unauthorized rebates or allowances. • Inventory accuracy, cost of sales, waste, expiry loss, breakage and variance control against approved targets. • Room readiness, replenishment timeliness, product availability and equipment uptime. • Team engagement, training completion, attendance, productivity and compliance with hotel standards.
