POSITION SUMMARY
Function
As an In-Room Dining Service Order Taker you are responsible to co-ordinate all service requirements addressed to In-Room Dining department, Primarily responsible for guest orders from room or pool area via phone or any other ordering devices like mobile apps, etc. Assist the F&B Management team with achieving high scores on guest satisfaction surveys, recognizing repeat guests and following standard procedures.
Required Experience & Qualifications
- 1 to 2 years’ experience in similar role in a full service hotel preferred
- Ability to communicate with the guests and anticipate their needs.
- Ability to smile and diffuse anger naturally.
- Have an enthusiastic and positive personality.
- Profound knowledge of customer service and of all beverage products and services.
- Education: Hotel Management diploma holder or similar qualification.
Key Responsibilities
- Responsible for answering all telephone calls and prioritizing said calls.
- Punches the food and beverage orders on to the Point of Sales systems like Micros POS.
- Coordinate guest amenities and organizes guest table pick-ups on completion of meals in a timely manner.
- Should have very good telephone etiquettes.
- Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly.
- Should have good knowledge of room service menu's and ongoing promotions in other F&B outlet.
- Should be able to provide recommendations and suggestions to guests upon request.
- Be knowledgeable of all services, facilities and products offered by the hotel.
- Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times.
- Display excellent conversation skills and selling techniques at all times.
- Pay attention to guest orders, and know the menu thoroughly.
- Write down all information’s clearly. Highlight special requests.
- Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.
- Approximate delivery time is given to the guest according to this time evaluation system established by the Outlet Manager and the Sous Chef.
- If the order has not been sent up by this time, a call must be placed to the guest to apologies and re-evaluate the delivery time.
- Ensure correct posting in POS system for communication to the service and kitchen department.
- Able to perform all duties and tasks per the tasks required at the outlet.
- Assist the department to drive guest satisfaction by providing consistent guest experiences.
- Coordinate with Room Service Waiter/ Waitress, Captains & Minibar Attendant.
- Report positive and constructive guest feedback to the manager.
- Promptly handle guest queries, complaints and all issues in a professional manner.
- Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
- Ensure proper handover is given to the next shift and also to the IRD manager.
- Report cleanliness and maintenance issues to the immediate supervisor
- Assist in carrying out scheduled inventories of products and operating equipment.
- Ensure that the place of work and surrounding area is kept clean and organized at all times.
- Ensure proper appearance and grooming while on duty.
- Perform any other assigned reasonable duties and responsibilities as assigned.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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