Room Service Order Taker
Job Title: Room Service Order Taker
Department: Food & Beverage / Room Service
Reports To: Room Service Manager / F&B Manager
Job Summary: The Room Service Order Taker is the primary point of contact for guests seeking in-room dining. This role is critical in creating a positive guest experience through exceptional telephone etiquette, accurate order processing, and efficient coordination between the guest, the kitchen, and the service staff. The individual must be a skilled communicator with a strong sales ability and meticulous attention to detail.
Key Responsibilities:
1. Order Taking & Processing:
- Answer all room service calls promptly, professionally, and with a warm, welcoming tone.
- Guide guests through the menu, confidently explaining ingredients, preparation methods, and making personalized recommendations.
- Utilize up-selling techniques to enhance the guest experience and increase revenue (e.g., suggesting appetizers, desserts, or premium beverages).
- Accurately input all orders into the Point-of-Sale (POS) or Property Management System (PMS) with specific guest instructions, allergies, and dietary restrictions.
- Clearly communicate order details, including special requests, to the kitchen and bar.
2. Coordination & Communication:
- Liaise seamlessly with the kitchen to confirm preparation times and manage guest expectations.
- Coordinate with room service servers/runners to assign orders and ensure timely delivery to guest rooms.
- Monitor the status of orders from placement to delivery, following up as necessary to ensure guest satisfaction.
- Inform the Front Desk or Management of any VIP orders or special occasions (anniversaries, birthdays) to ensure appropriate recognition.
3. Billing & Cash Handling:
- Accurately process payments, including charging orders to guest rooms, handling credit card transactions over the phone, and managing cash payments upon delivery.
- Maintain a balanced cash float (if applicable) and ensure all financial transactions are recorded correctly.
- Prepare and present checks for servers to take to guest rooms.
4. Guest Service & Problem Resolution:
- Provide accurate information to guests regarding menu items, promotional offers, and operating hours.
- Handle guest complaints or concerns regarding room service orders with empathy and efficiency, escalating issues to a supervisor when necessary.
- Maintain a comprehensive log of guest preferences and special requests to personalize future service.
5. Administrative Duties:
- Maintain cleanliness and organization of the order taking station.
- Assist in maintaining menu and promotional material accuracy.
- Complete end-of-shift reports, including reconciliation of sales and tips.
Qualifications & Skills:
- High school diploma or equivalent.
- Previous experience in a call center, hotel front desk, or food & beverage outlet is highly desirable.
- Exceptional verbal communication and active listening skills.
- Clear, pleasant, and articulate phone voice.
- Basic mathematical skills and proficiency in using POS systems and computers.
- Strong sales and customer service orientation.
- Ability to work well under pressure in a fast-paced environment.
- Excellent memory and attention to detail.
- Ability to work a flexible schedule, including early mornings, late nights, weekends, and holidays.
