IRD Order Taker
7 hours ago
About the Company
The Room Service Order Taker is the primary point of contact for guests requesting in-room dining services. This role ensures a seamless, courteous, and efficient ordering experience by accurately taking food and beverage orders, managing special requests, and coordinating with kitchen and delivery staff to deliver a high-quality guest experience. The ideal candidate possesses excellent communication skills, a strong attention to detail, and a passion for hospitality.
About the Role
The Room Service Order Taker is responsible for providing exceptional service to guests through in-room dining requests.
Responsibilities
- Take Orders Accurately: Answer incoming room service calls (and/or handle digital/online orders) promptly and professionally, clearly documenting guest requests including menu items, dietary restrictions, allergies, and special instructions.
- Provide Menu Guidance: Offer recommendations, explain menu items, and suggest pairings to enhance the guest dining experience.
- Manage Special Requests: Accommodate dietary needs (e.g., vegetarian, gluten-free, halal), allergies, and customizations with precision and care.
- Process Payments: Collect payment information (credit card, room charge, etc.) securely and confirm billing details with guests.
- Coordinate with Kitchen & Delivery Teams: Relay orders accurately and in a timely manner to the kitchen and room service attendants; confirm order readiness and delivery timing.
- Maintain Order Tracking System: Log all orders in the property management system (PMS) or room service software, ensuring real-time updates and accuracy.
- Handle Guest Inquiries & Complaints: Resolve minor issues promptly and escalate concerns to supervisors when necessary, ensuring guest satisfaction.
- Maintain Cleanliness & Organization: Keep the order-taking station clean, stocked with menus, pens, and supplies; ensure confidentiality of guest information.
- Follow Safety & Compliance Protocols: Adhere to food safety standards, sanitation guidelines, and hotel policies regarding guest privacy and security.
- Support Team Operations: Assist with inventory checks, restocking supplies, and other duties as assigned by management.
Qualifications
- High school diploma or equivalent; hospitality or food service training preferred.
- 2+ year of experience in customer service, food & beverage, or hotel operations (room service experience preferred).
- Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
- Strong listening and multitasking abilities with a keen eye for detail.
- Proficient in using hotel PMS, point-of-sale (POS) systems, and phone systems.
- Calm, patient, and professional demeanor under pressure.
- Ability to work flexible hours, including weekends, holidays, evenings, and early mornings.
- Knowledge of basic food terminology, dietary restrictions, and wine/beer pairings is advantageous.
Required Skills
- Excellent communication skills
- Attention to detail
- Ability to multitask
Preferred Skills
- Proficiency in additional languages
- Knowledge of food terminology and dietary restrictions
Pay range and compensation package
- Competitive hourly wage + tips (if applicable)
- Employee discounts on hotel services and F&B
- Health insurance
- Career advancement opportunities within the hotel
Equal Opportunity Statement
We are committed to diversity and inclusivity in our hiring practices.
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