IRD Order Taker

About the Company

The Room Service Order Taker is the primary point of contact for guests requesting in-room dining services. This role ensures a seamless, courteous, and efficient ordering experience by accurately taking food and beverage orders, managing special requests, and coordinating with kitchen and delivery staff to deliver a high-quality guest experience. The ideal candidate possesses excellent communication skills, a strong attention to detail, and a passion for hospitality.

About the Role

The Room Service Order Taker is responsible for providing exceptional service to guests through in-room dining requests.

Responsibilities

• Take Orders Accurately: Answer incoming room service calls (and/or handle digital/online orders) promptly and professionally, clearly documenting guest requests including menu items, dietary restrictions, allergies, and special instructions.
• Provide Menu Guidance: Offer recommendations, explain menu items, and suggest pairings to enhance the guest dining experience.
• Manage Special Requests: Accommodate dietary needs (e.g., vegetarian, gluten-free, halal), allergies, and customizations with precision and care.
• Process Payments: Collect payment information (credit card, room charge, etc.) securely and confirm billing details with guests.
• Coordinate with Kitchen & Delivery Teams: Relay orders accurately and in a timely manner to the kitchen and room service attendants; confirm order readiness and delivery timing.
• Maintain Order Tracking System: Log all orders in the property management system (PMS) or room service software, ensuring real-time updates and accuracy.
• Handle Guest Inquiries & Complaints: Resolve minor issues promptly and escalate concerns to supervisors when necessary, ensuring guest satisfaction.
• Maintain Cleanliness & Organization: Keep the order-taking station clean, stocked with menus, pens, and supplies; ensure confidentiality of guest information.
• Follow Safety & Compliance Protocols: Adhere to food safety standards, sanitation guidelines, and hotel policies regarding guest privacy and security.
• Support Team Operations: Assist with inventory checks, restocking supplies, and other duties as assigned by management.

Qualifications

• High school diploma or equivalent; hospitality or food service training preferred.
• 2+ year of experience in customer service, food & beverage, or hotel operations (room service experience preferred).
• Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
• Strong listening and multitasking abilities with a keen eye for detail.
• Proficient in using hotel PMS, point-of-sale (POS) systems, and phone systems.
• Calm, patient, and professional demeanor under pressure.
• Ability to work flexible hours, including weekends, holidays, evenings, and early mornings.
• Knowledge of basic food terminology, dietary restrictions, and wine/beer pairings is advantageous.

Required Skills

• Excellent communication skills
• Attention to detail
• Ability to multitask

Preferred Skills

• Proficiency in additional languages
• Knowledge of food terminology and dietary restrictions

Pay range and compensation package

• Competitive hourly wage + tips (if applicable)
• Employee discounts on hotel services and F&B
• Health insurance
• Career advancement opportunities within the hotel

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.