Room Service Order Taker

Roles and responsibilities

A Room Service - Order Taker for Conrad Dubai, you are responsible for serving guests in a friendly, timely, and efficient manner to deliver an excellent Guest and Member experience. A Room Service - Order Taker will also be required to have extensive knowledge of menu offerings. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Responsible to answer the phone within three rings.
• Take orders for guests.
• Must follow prepared scenario to encourage up-selling.
• Give the approximate time of delivery for the order.
• Prepare payment of checks.
• Knowledge of food menu and wine list.
• Know and adhere to all liability laws.
• Printing of reports at the end of the shift and banking out.
• Complete other duties assigned.
• Attend all designated staff meetings and training sessions.
  
  

What are we looking for?

A Room Service - Order Taker for Conrad Dubai is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Positive attitude
• Good communication skills
• Committed to delivering high levels of customer service
• Excellent grooming standards
• Flexibility to respond to a range of different work situations
• Ability to work on your own or in teams
  
  

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Experience in Food and Beverage department and/or industry
• Previous experience of cash handling
• Knowledge of Food Hygiene Regulations

Desired candidate profile

A Room Service Order Taker is responsible for receiving and processing guest orders for room service, ensuring that all orders are accurately recorded and delivered promptly. Here are the key skills required for the role:

Customer Service Skills

• Friendly and professional demeanor: Greet guests warmly over the phone or in person, offering assistance with their room service requests.
• Active listening: Pay close attention to guest orders, preferences, and special requests, ensuring accuracy in every detail.
• Empathy and patience: Address customer complaints or concerns calmly, ensuring that the guest feels heard and valued.
• Attention to detail: Accurately relay guests' requests and preferences to kitchen or service staff.

Communication Skills

• Clear verbal communication: Effectively communicate orders and special requests to kitchen staff, housekeeping, or other departments.
• Polite and professional phone etiquette: Answer room service calls promptly and provide helpful, clear information to guests.
• Multilingual skills (optional): Ability to communicate in multiple languages can be a bonus in international hotels or resorts.
• Team communication: Coordinate with kitchen staff and other departments to ensure smooth service.

Organizational and Time Management Skills

• Order management: Keep track of multiple orders, ensuring they are processed and delivered on time.
• Prioritization: Handle guest orders efficiently, balancing immediate requests with ongoing tasks.
• Scheduling and coordination: Ensure that orders are prepared, delivered, and served according to guest requests and hotel policies.

Technical Skills

• Point of Sale (POS) system proficiency: Use POS systems to record and manage room service orders, including special requests.
• Order accuracy: Ensure all order details (such as quantity, special instructions, and dietary preferences) are correctly captured.
• Basic IT skills: Knowledge of systems for checking guest details, tracking orders, and updating billing information.

Knowledge of Menu and Products

• Menu knowledge: Familiarity with the room service menu, including all items, ingredients, and preparation methods.
• Dietary restrictions: Understand common allergies, dietary preferences, and special requests to guide guests in their choices.
• Upselling and recommendations: Suggest popular items, upgrades, or special promotions to enhance the guest experience.