Order Taker

Job description

Duties and responsibilities related to the Order Taker role:

· Answer all incoming calls to the Room Service department promptly, within three rings, using professional and courteous hotel-standard phraseology.
· Accurately record guest orders, ensuring to confirm the guest's name, room number, and all specific requests.
· Listen attentively for and clarify any dietary restrictions, allergies, or special preparations, communicating them clearly.
· Repeat the entire order back to the guest for verification to ensure accuracy before ending the call.
· Maintain a complete and in-depth knowledge of the entire In-Room Dining menu, including ingredients, preparation methods, portion sizes, and beverage pairings.
· Confidently provide recommendations and answer any questions guests may have about the menu offerings.
· Proactively upsell daily specials, promotional items, desserts, and beverages to enhance the guest's dining experience and increase departmental revenue.
· Stay informed about items that are out of stock to provide guests with alternative suggestions.
· Accurately and efficiently enter guest orders into the Point of Sale (POS) system, ensuring all special instructions are clearly noted for the kitchen and delivery teams.
· Act as the central communication link between the guest, the culinary team, and the service staff to ensure a seamless and timely delivery.
· Coordinate the timing of order delivery, ensuring it aligns with kitchen preparation times and the availability of the service staff.
· Monitor the progress of all orders and proactively follow up on any delays, keeping the guest informed as necessary.
· Ensure all charges are correctly posted to the corresponding guest room folio for accurate billing.
· Handle guest inquiries regarding their bill and resolve any discrepancies in a professional manner.
· Assist in preparing daily sales reports and other administrative tasks as required by the In-Room Dining Manager.
· Coordinate with service staff for the timely retrieval of trays and trolleys from guest corridors to maintain hallway cleanliness and safety.
· Maintain a clean, organized, and professional workspace at all times.

Desired profile

Qualifications :

·  Ideally with a relevant degree or diploma in Hospitality or Tourism management
·  Minimum 2 years work experience in hotel operations
·  Good customer service, communications and interpersonal skills are a must