Order Taker

Roles and responsibilities

Order Taking and Processing

• Receive Orders: Take orders from customers, whether over the phone, in-person, or via online systems (such as food delivery apps or websites).
• Ensure Accuracy: Carefully record order details, including customer preferences, quantities, special requests, and any dietary restrictions or allergies.
• Verify Order Details: Confirm the order back to the customer to ensure that all details are correct, minimizing the risk of mistakes.
• Enter Orders into System: Input the order into the appropriate order management system or POS system for processing and fulfillment.

Customer Interaction

• Assist with Questions: Help customers with inquiries regarding products, services, menu items, availability, and promotions.
• Provide Recommendations: Suggest or upsell additional items, such as side dishes, drinks, or desserts, based on customer preferences.
• Handle Special Requests: Take note of specific customer requests, such as customizing orders or adjusting service based on individual needs (e.g., allergies, preferences).

Communication and Coordination

• Coordinate with Other Departments: Relay customer orders to the kitchen, bar, or relevant service areas to ensure timely and accurate fulfillment.
• Monitor Order Progress: Keep track of order status and communicate any delays or issues to customers. Ensure customers are kept informed about wait times or potential issues with their order.
• Manage Special Orders or Customizations: Communicate specific customization requests to the relevant departments (e.g., the kitchen in a restaurant setting).

Order Accuracy and Quality Control

• Verify Orders Before Delivery: Ensure that completed orders are accurate and meet customer expectations before handing over to the customer or delivery personnel.
• Monitor Customer Satisfaction: Keep an eye on customer reactions, address any concerns promptly, and ensure a positive experience during the order process.

Sales and Upselling

• Promote Specials or New Items: Inform customers about promotions, new menu items, or seasonal offers to increase sales.
• Upsell or Cross-sell: Encourage customers to add extra items to their order, such as appetizers, drinks, or dessert items, increasing overall sales.

Record Keeping and Administrative Tasks

• Manage Payment Transactions: Process customer payments, whether via cash, credit/debit card, or online payments.
• Keep Track of Orders: Maintain accurate records of orders, transactions, and customer preferences for future reference.
• Maintain Cleanliness and Organization: Ensure that the order-taking area (whether a front desk, counter, or phone line) remains clean, organized, and welcoming to customers.

Desired candidate profile

Provide an excellent and consistent level of service to your customers
Provide an exceptional customer service in the function of order taker in the Food & Beverage division of the hotel
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
Customer Service Skills
Communication: Excellent verbal communication skills are essential for interacting with customers, ensuring that their orders are accurately captured, and responding to inquiries clearly and professionally.
Active Listening: Ability to listen attentively to customers and ensure their requests and concerns are fully understood.
Problem-Solving: Ability to resolve any order-related issues, such as incorrect orders or delays, in a calm and efficient manner.
Empathy and Patience: Provide courteous and patient service, especially when dealing with difficult or upset customers.
Attention to Detail
Order Accuracy: Ensure that every detail of the customer's order is correctly recorded and relayed to the appropriate departments.
Product Knowledge: A good understanding of the products or services offered (e.g., menu items, retail products) helps ensure accurate order taking and effective upselling.
Multitasking and Time Management
Efficiency: Manage multiple orders at once while ensuring each customer’s needs are met in a timely manner.
Organizational Skills: Keeping track of incoming orders, customer preferences, and special requests requires strong organizational abilities.