I.R.D Order Taker & Cashier

Role overview

This position supports In-Room Dining service at Mandarin Oriental, Doha by handling guest orders, coordinating with the kitchen and service team, and managing billing-related tasks to deliver a polished and timely guest experience.

General responsibilities

• Follow all hotel and corporate policies, procedures, and standard operating processes at all times.
• Ensure every business action and decision aligns with applicable laws, regulations, and the company’s Code of Conduct.
• Actively participate in learning and development initiatives.
• Protect confidential hotel, guest, customer, and colleague information and prevent unauthorized disclosure or transfer of personal data.
• Use hotel IT systems and internet access appropriately; misuse such as gambling, chat rooms, or viewing pornographic material is treated as a serious policy violation and may lead to immediate dismissal.
• Comply with all Safe, Sound and Sustainable policies and procedures.
• Observe the Social Media Policy and take full responsibility for anything published on personal or other social platforms.
• Support the hotel’s zero-tolerance approach to harassment and discrimination of any kind.
• Carry out other operational duties assigned by management when needed.

Department duties

• Build a strong working knowledge of food and beverage items, including ingredients, wine matches, and promotions, so they can be explained confidently to guests.
• Answer phone calls with professional etiquette and ensure guest details and requests are captured accurately.
• Coordinate smoothly with kitchen colleagues to help service run without disruption.
• Inform guests of estimated preparation and delivery times, relevant policies, and any other inquiries, including restaurant reservation requests where needed.
• Ensure orders are completed properly and special requests are handled in line with service standards.
• Support the IRD Manager with VIP amenity deliveries and work with Front Office to make sure special requirements are met to standard.
• Assist the IRD Server with table setup, clearing, daily mise-en-place, and replenishment of office stationery when required.
• Monitor order delivery and trolley collection with the in-room dining team to reduce delays.
• Maintain knowledge of the point-of-sale system and complete billing and cashiering duties according to hotel standards.
• Handle any other reasonable task assigned by the IRD Manager, including support for other outlets when required.

Colleague relations

• Communicate directly and clearly with colleagues and supervisors to prevent misunderstandings and service gaps.
• Keep management and kitchen teams informed about guest preferences, allergies, and special instructions.
• Work as a cooperative team member and support others in service tasks, including table clearing if needed.

Guest relations

• Engage guests warmly while taking food and beverage orders and offer suitable recommendations.
• Ask the right questions and listen carefully to capture all needs, including allergies, accompaniments, and condiments.
• Provide a personalized, efficient, and complete guest experience.
• Deliver service in line with MOHG Legendary Quality Experiences, company pillars, and MOQA service standards.
• Track VIP In-Room Dining orders personally and keep the manager informed of progress.
• Look for opportunities to create memorable moments that surprise and delight in-house guests.
• Update the guest database to record preferences and act on them appropriately.
• Handle guest complaints calmly and resolve them where possible, or escalate them to the manager in charge.

Additional information

This role is based in Doha, Qatar, and focuses on in-room dining order handling, cashiering, guest communication, coordination with kitchen and front office teams, and service recovery support. No salary, vacancy count, or start date was specified in the source.