In-Room Dining Order Taker

About:

Be part of a landmark addition to the King Abdullah Financial District (KAFD) - a new luxury hotel at the heart of Riyadh’s financial hub.
Where authentic Saudi warmth meets global excellence, this hotel stands at the very heart of KAFD.
A place alive with Saudi Arabia’s progressive energy, through destination dining and curated experiences, that captures the pulse of a district in constant evolution.

Job Scope:

As an In-Room Dining Order Taker, you will be responsible for receiving and processing food and beverage orders from hotel guests for in-room dining service. Your role involves providing excellent customer service, accurately recording guest orders, coordinating with kitchen staff, and ensuring timely delivery of orders to guest rooms while maintaining high standards of service quality and guest satisfaction.

Main Duties and Responsibilities:

• Order Processing and Guest Interaction:
• Receive incoming food and beverage orders from hotel guests via phone, room service tablets, or other communication channels in a courteous and professional manner.
• Assist guests in selecting menu items, taking special requests, noting dietary restrictions, and accurately recording order details to ensure order accuracy and guest satisfaction.
• Menu Knowledge and Upselling:
• Have a thorough understanding of the in-room dining menu offerings, promotions, and beverage selections to provide informed recommendations, upsell additional items, and enhance the guest dining experience.
• Promote menu items, daily specials, and chef recommendations to increase order value, drive revenue, and create a personalized dining experience for guests ordering in-room dining service.
• Order Coordination and Communication:
• Communicate guest orders promptly and accurately to kitchen staff, bartenders, and service personnel to ensure timely preparation, coordination of food and beverage items, and seamless delivery to guest rooms.
• Coordinate with kitchen and service teams to accommodate special requests, prioritize orders, and resolve any order discrepancies or guest preferences efficiently to maintain service quality and guest satisfaction.
• Guest Service Excellence:
• Provide exceptional customer service by addressing guest inquiries, handling special requests, resolving issues, and ensuring a positive guest experience throughout the ordering process.
• Anticipate guest needs, personalize service interactions, and exceed guest expectations to enhance guest satisfaction, loyalty, and repeat business in the in-room dining service.
• Order Tracking and Follow-Up:
• Monitor order status, delivery times, and guest feedback to track order progress, ensure order accuracy, and follow up with guests to confirm satisfaction and address any concerns or additional requests.
• Maintain detailed records of guest orders, special instructions, delivery notes, and guest preferences to facilitate future orders, enhance service personalization, and improve guest experiences in in-room dining.
• Technical Proficiency and System Usage:
• Utilize in-room dining software systems, POS terminals, order management tools, and communication devices effectively to process orders, update order statuses, and communicate with kitchen and service teams in a fast-paced service environment.
• Troubleshoot technical issues, handle order modifications, and ensure accurate billing and payment processing for guest orders to streamline operations and maintain service efficiency in in-room dining.

Requirements

Education:

• High school diploma or equivalent; additional certifications in hospitality, customer service, or related fields are a plus.

Qualifications/Skills:

• Previous experience in customer service, order taking, call center operations, or hospitality services within the food and beverage industry.
• Excellent communication skills, active listening abilities, and a customer-focused approach to interact effectively with guests, colleagues, and service teams.
• Strong attention to detail, multitasking capabilities, and the ability to work under pressure in a fast-paced environment to process orders accurately and efficiently.
• Basic computer skills, familiarity with order processing systems, and the ability to adapt to new technology tools for order management and guest service in in-room dining operations.