InRoom Dining Order Taker

Roles and responsibilities

Receive and confirm guest room service orders over the phone.
Provide accurate menu information, including specials, dietary options, and allergen details.
Ensure accurate recording of orders and special guest requests.
Communicate orders to the kitchen team.
Track order preparation and delivery status for timely service.
Handle guest complaints and escalate issues when necessary.
Maintain high service standards aligned with the hotel’s luxury image.
Upsell additional menu items to enhance guest experience.
Ensure guest satisfaction by following up on service delivery.
Maintain records of orders, cancellations, and guest feedback.
Process payments and accurately post charges to guest accounts.
Monitor food and beverage stock levels.
Assist in training new team members.
Keep the workspace clean and organized.
Prepare daily reports on room service operations.
1. Taking Guest Orders:
Phone or In-Person Orders: Answer phone calls from guests inquiring about the in-room dining menu and take their orders. Some hotels may also offer ordering via tablets or room service applications.
Order Accuracy: Ensure that the order is taken correctly, asking for any special instructions, dietary preferences, or allergies. Confirm order details, including item, quantity, modifications, and delivery time.
Upselling: Suggest additional items or upgrades from the menu (such as desserts, drinks, or special promotions) to enhance the guest's dining experience.
2. Processing Orders:
Input into System: Enter guest orders into the restaurant’s point-of-sale (POS) system or the hotel's order management system, ensuring accuracy in the details.
Confirming Orders: Double-check the order for accuracy, including special requests (e.g., vegan, gluten-free), and confirm any changes to the guest.
Communicating with Kitchen Staff: Relay the guest's order to the kitchen or food preparation team and make sure all dietary preferences or special requests are communicated properly.
Managing Special Requests: Handle requests such as room set-up preferences (e.g., breakfast tray, table settings), ensuring that they are coordinated with other departments (housekeeping, kitchen staff).

Desired candidate profile

• A high school diploma or equivalent. Additional education or certifications in hospitality, food and beverage service, or a related field is advantageous.
• Prior experience in a similar role, preferably within the food and beverage department of a luxury hotel or upscale restaurant, is preferred. Experience in room service or order taking is highly beneficial.
• Strong knowledge of the hotel's food and beverage offerings, including the menu items, ingredients, and preparation methods, is necessary. Familiarity with dietary restrictions, allergens, and special requests is important for accommodating guest preferences.
• Being detail-oriented is essential to accurately record guest orders, ensuring they are prepared and delivered according to specifications. Attention to detail also extends to billing accuracy and handling any special requests or modifications.
• The ability to work effectively as part of a team is important, as the In-Room Dining Order Taker needs to collaborate with various departments, including kitchen and bar staff, to ensure smooth operations. Being adaptable to changing situations and able to handle multiple tasks simultaneously is valuable.
• Basic computer skills, including familiarity with order-taking systems and point-of-sale (POS) software is required.