Room Service Order Taker

About the Employer

The organization is part of a global hospitality group that values individuality, learning, and long-term growth. It encourages team members to bring their personality to work, build their skills every day, and contribute to a workplace where hospitality and service matter. The culture promotes purpose-driven work, professional development, and the freedom to grow within the wider international network.

Role Overview

This position handles room service order calls and acts as a key point of contact for guests placing food and beverage requests. The role requires accuracy, professional communication, strong awareness of hotel services and daily operations, and close adherence to service standards.

Key Duties

• Respond to all room service and food-and-beverage order calls in line with the property’s service standards and connect the caller with the correct team member when needed.
• Follow the established operational standards at all times.
• Stay updated on the day’s highlights and the hotel’s current activities.
• Maintain a neat, polished appearance and follow grooming expectations at all times.
• Attend scheduled training sessions and apply the learning on the job.
• Work cooperatively with colleagues and coordinate respectfully with other departments.
• Remain informed about hotel facilities, services, and daily happenings.
• Develop strong knowledge of all dining outlets, operating hours, shops, banquet spaces, and function rooms.
• Stay aware of special events and activities taking place in the hotel each day.
• Protect company confidentiality and never disclose internal information.
• Ensure all product and service standards are followed exactly as trained.
• Greet guests appropriately according to the time of day during phone conversations.
• Repeat guest orders back clearly and address guests by surname whenever possible using the guest list or phone details.
• Manage the opening and closing of guest checks.
• Know what events and offerings are taking place in the hotel, including banquets, festivals, and food promotions.
• Maintain complete familiarity with menu items.
• Keep the order taker’s booth clean and organized.
• Follow the standard ordering procedures for long-stay guests.
• Use guest names whenever suitable.
• Ensure awareness of hotel emergency procedures and readiness to respond appropriately in an emergency.
• Be familiar with the relevant operational standards manual and company documentation related to the role.
• Support task force teams for new hotel openings when required.
• Take on other reasonable duties assigned by management, even if not specifically listed.

Requirements

• Strong communication and organizational abilities.
• A dependable and responsible approach to work.
• Comfort working under pressure in a busy, fast-moving environment.
• Ability to collaborate effectively within a team.
• Prior food and beverage experience is helpful but not mandatory.
• Prior Micros system experience is an advantage, though not essential because training will be provided.

Additional Information

The role includes access to an employee benefit card with discounted rates across the employer’s global properties, learning opportunities through internal academies, and chances to build a career within the property and internationally. Employees may also contribute to corporate social responsibility initiatives such as Planet 21.

Workplace Expectations

The role requires full compliance with grooming standards, confidentiality expectations, emergency preparedness, and teamwork across departments. A professional, guest-focused approach is expected throughout all shifts.