In-Room Dining Order Taker

Company Description

Raffles Hotels & Resorts

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.

Raffles Dubai

An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.

About the Application Process:

At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

We invite you to join the world of luxury hospitality at Raffles Dubai as our new In Room Dining Order Taker to provide prompt, personalized and professional In-Room Dining service, ensuring a seamless guest experience while consistently delivering Raffles luxury service standards and maximizing guest satisfaction and F&B revenue. This position reports to Outlets Supervisor.

KEY ROLES & RESPONSIBILITIES

• Update the daily operational feedback and prepare all required cashiering and operational forms.
• Handle cash accurately and with integrity, following Raffles and Accounting procedures.
• Maintain complete knowledge of menus, wine and beverage lists, promotions, specials and hotel services.
• Check daily with the Culinary team regarding unavailable items and communicate changes promptly.
• Answer calls promptly using LQA Standards and take orders accurately with personalized recommendations and effective upselling.
• Ensure correct POS and cashiering procedures are followed and delivery times remain within Raffles service standards.
• Maintain a clean, organized and fully prepared Order Taker cabin and pantry throughout service.
• Support colleagues on the floor with order deliveries during busy periods and assist other outlets when required, including extended hours during peak operations.
• Process beverage and store requisitions through Future Log accurately and handle all equipment and operational materials with care.
• Maintain accurate guest preferences and proactively communicate relevant guest information when guests are dining through IRD.
• Record and share daily operational feedback, guest preferences and service opportunities with the Supervisor/Manager.
• Report guest complaints, service concerns and operational glitches promptly and effectively, following Raffles service recovery standards.
• Take initiative and confidently support the operation in the absence of a Supervisor or Manager, ensuring service continuity.
• Maintain full compliance with LQA, HACCP, hygiene, sanitation, health & safety and Raffles SOPs.
• Participate actively in training, briefings and meetings, and maintain positive working relationships with colleagues and other departments.
• Promote Raffles Dubai facilities and F&B experiences through genuine recommendations and proactive guest engagement.
• Report any deviation from established standards and procedures to the Supervisor/Manager immediately.

Qualifications

What will you bring to this role?

PERSONAL ATTRIBUTES

• Good verbal, reading and writing proficiency in English.
• Well-presented and professionally groomed at all times.
• Strong communication, guest-contact and problem-solving skills.
• Good computer and administrative skills, with working knowledge of Microsoft Word, Excel, PowerPoint and relevant hotel systems/POS.
• Team player with strong interpersonal skills, attention to detail and a positive attitude.
• Guest-focused, proactive and able to remain composed in a fast-paced environment.
• Demonstrates initiative, flexibility and a strong commitment to Raffles service standards.

EXPERIENCE

• Minimum 1–2 years of experience in In-Room Dining, Food & Beverage or a similar guest-facing hotel position.
• Previous experience in a luxury hotel or upscale hospitality environment is preferred.
• Experience in order taking, telephone etiquette, cashiering and POS operations.
• Experience handling guest requests, preferences, complaints and service recovery professionally.
• Familiarity with LQA, HACCP, hygiene and luxury service standards is an advantage.
• Ability to work effectively during high-volume operations, extended hours and changing operational requirements.
• Previous experience supporting multiple F&B outlets or cross-functional teams is an advantage.
• Experience working independently and taking initiative in the absence of a Supervisor/Manager would be beneficial.
• Embrace the Raffles brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected

QUALIFICATIONS

• Secondary Education or relevant Bachelor’s Degree

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging:
We celebrate our differences. We support each other and we always stand together.

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity:
We build trust through mutual respect and being authentic.

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.