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.

Room Service Order Taker jobs

Room Service Order Taker