In Room Dining Captain

ABOUT HOTEL DROVER:

Inspired by the pioneering spirit of the West, Hotel Drover delivers true Texas hospitality. Named to honor the legendary cowboys who drove cattle to market across the plains, Hotel Drover is an Autograph Collection property, offering a truly unique guest experience in the heart of the historic Fort Worth Stockyards.

Our goal is simple. To harness the true spirit of the Stockyards through the legacy of the drover, creating an experience that can only be achieved here in Fort Worth. Proud of where we came from, we greet visitors with a tip of the hat and a firm handshake, welcoming all to enjoy lifes simple pleasures and genuine Texas hospitality. So, dust off your boots, grab your hat and join us at Hotel Drover.

WHO WERE SEEKING:

Were seeking a hardworking, dependable individual who will embody the heart and soul of the Fort Worth Stockyards and support our commitment to exceptional service and guest care. This person is responsible for leading the daily operations of In-Room Dining, ensuring exceptional guest experiences, maintaining service standards, and supporting the development and success of the In-Room Dining team.

We want to work with someone who brings a sense of pride and integrity to their work – someone who values hospitality, teamwork, and service excellence. The ideal candidate will be proactive, organized, and deeply committed to creating memorable experiences for every guest.

If you are someone who takes ownership, shows up with a positive attitude, and thrives in a team environment, wed love to welcome you to the Hotel Drover family.

ROLE SUMMARY: The In Room Dining Captain is responsible for overseeing the daily operation of the In-Room Dining (IRD) department while ensuring exceptional guest service, operational efficiency, and adherence to Hotel Drover standards. This role serves as a leader and resource for the IRD team, coordinating service execution, maintaining quality standards, supporting team development, and creating memorable guest experiences that reflect the Hotel Drover brand.

ESSENTIAL FUNCTIONS:

- Lead and oversee the daily operations of the In-Room Dining department, ensuring exceptional guest service and adherence to Hotel Drover standards.

- Coordinate and expedite In-Room Dining orders to ensure accuracy, quality presentation, and timely delivery.

- Assist team members with service execution, order fulfillment, and guest requests during peak business periods.

- Ensure all guest orders are delivered accurately, at the proper temperature, and with all necessary accompaniments.

- Monitor ticket times, service standards, and guest satisfaction, taking corrective action as needed.

- Train, coach, and support team members to ensure service consistency, operational efficiency, and compliance with departmental standards.

- Ensure all required team trainings, certifications, and mandatory meetings are completed.

- Maintain cleanliness, organization, and proper setup of all In-Room Dining service areas, landings, storage areas, and equipment.

- Monitor inventory levels of food, beverages, operating supplies, amenities, and equipment; communicate replenishment needs as necessary.

- Oversee the hotel amenity program, ensuring all amenity standards are met and personally delivering select VIP or high-touch guest amenities when appropriate.

- Partner with PBX and other hotel departments to ensure order accuracy, seamless guest service, and revenue-enhancing opportunities through appropriate upselling.

- Retrieve service items from guest rooms and ensure proper transport and storage in designated dishwashing or service areas.

- Resolve guest concerns promptly and professionally, escalating matters to leadership when necessary.

- Ensure compliance with all food safety, sanitation, TABC, health department, and company policies and procedures.

- Maintain high standards of professional appearance, uniform compliance, hygiene, and workplace safety.

- Respond appropriately to audit findings and support implementation of operational improvements.

- Notify management and/or Security of unusual events, safety concerns, missing items, suspected theft, or guest incidents.

- Build and maintain positive working relationships with guests, team members, and hotel stakeholders while serving as an ambassador of the Hotel Drover brand.

- All other duties as assigned.

ENVIRONMENT / PHYSICAL REQUIREMENTS:

- Ability to stand and walk for extended periods throughout the shift.

- Ability to lift, carry, push, and pull up to 40 pounds regularly.

- Frequent bending, reaching, twisting, and climbing stairs throughout the hotel.

- Ability to transport food carts, trays, and service equipment safely.

- Must be able to work in varying indoor environments, including kitchens, service hallways, guest floors, and storage areas.

SUPERVISORY RESPONSIBILITIES:

- Provides day-to-day leadership and operational guidance to In-Room Dining team members.

- Assists with onboarding, training, coaching, and development of team members.

- May provide shift leadership and operational oversight in the absence of department management.

Qualifications

REQUIRED QUALIFICATIONS:

- Minimum of three (3) years of progressive Food & Beverage experience, preferably within a hotel, resort, or luxury hospitality environment.

- Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.

- Ability to develop and maintain effective operational processes and service standards.

- Must obtain and maintain TABC Certification and Food Handler Certification.

- Flexible schedule — must be available to work evenings, weekends, and holidays.

- Strong interpersonal and collaboration skills.

- Embody our Core Values: Hit the Mark, Every time, Blaze New Trails, Spark Warmth, Be Intentional, Honor All, Do Right, Stay Curious.

PREFERRED QUALIFICATIONS:

- Previous luxury hotel or resort experience.

- Previous In-Room Dining, Restaurant, Banquet, or Food & Beverage leadership experience.

- Demonstrated ability to lead teams while maintaining a high level of guest engagement and satisfaction.

- Detail-oriented with strong problem-solving and decision-making skills.

Hotel Drover complies with all laws prohibiting discrimination against employees and applicants based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, or veterans' status.