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
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.
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.
Supports the reinforcement of GHM's Values.
Maintains good working relationships with colleagues and contributes positively to a collaborative team environment.
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.
