Order Taker

Order Taker – In-Room Dining (Room Service)

Qualifications

Ideally with a relevant degree or diploma in Hospitality or Tourism Management. Minimum 2 years of work experience in hotel operations. Excellent customer service, communication, and interpersonal skills are essential.

Responsibilities

• Customer Service
  
  

› Handles all incoming In-Room Dining calls promptly and professionally.

› Takes, records, and processes guest food and beverage orders accurately through the system.

› Ensures the delivery of brand promise and provides exceptional guest service at all times.

› Provides excellent service to internal customers as appropriate.

› Handles all guest and internal customer complaints and enquiries courteously and efficiently, ensuring issues are followed up and resolved.

› Maintains positive guest interactions and builds rapport to ensure guest satisfaction.

• Operational
  
  

› Ensures that minimum brand standards for In-Room Dining are consistently implemented.

› Coordinates closely with IRD Servers, Kitchen, and other departments to ensure timely delivery and service.

› Works in a supportive and flexible manner focusing on overall operational success and guest satisfaction.

› Maintains updated knowledge of menu items, daily specials, allergens, and dietary options to confidently make recommendations and upsell.

› Inputs orders accurately in Micros and ensures all charges are posted correctly.

› Prepares necessary mise-en-place such as order pads, menus, and communication tools.

› Monitors order times and follows up on delayed orders.

› Ensures all guest requests (amenities, special setups, additional items) are communicated clearly to the concerned teams.

› Verifies cash, credit card postings, and billing instructions for in-room dining transactions as per Finance procedures.

› Adheres strictly to hotel cashiering and cash-handling policies.

• Personnel
  
  

› Supports the reinforcement of GHM's Values.

› Maintains good working relationships with colleagues and contributes positively to a collaborative team environment.

• Other Duties
  
  

› Attends and contributes to all mandatory training sessions and departmental meetings.

› Demonstrates responsible behavior and positively represents the hotel at all times.

› Maintains professional relationships with colleagues, business partners, and internal departments.

› Reads and adheres to the hotel's Employee Handbook, especially regarding computer resources, fire, hygiene, health, and safety policies.

› Maintains high standards of personal presentation and grooming.

› Adapts to changes in the IRD and Food & Beverage operations as required.

› Performs any other reasonable duties and responsibilities as assigned.

The above responsibilities outline the functions of the Order Taker – In-Room Dining role and should not be considered an exhaustive list of all duties associated with the position.