Order Taker

Company Description

The FAENA Movement is a journey of art, culture, and community. Rooted in the soulful traditions of the South and elevated by imaginative design, our culture celebrates authentic hospitality and transformative experiences. We create spaces where dreams are brought to life—through bold ideas, meaningful collaboration, and a deep sense of purpose.
As we continue our expansion into the Kingdom of Saudi Arabia, FAENA The Red Sea will mark a new chapter—visionary in spirit, exceptional in execution. We’re building more than a hotel; we’re shaping a world of beauty, wonder, and connection. If you’re driven by creativity, excellence, and a desire to be part of something extraordinary, we invite you to help bring this vision to life.

Job Description

JOB OVERVIEW

The Order Taker is responsible for accurately receiving, processing, and coordinating guest food and beverage orders for FAENA. The role ensures seamless communication between guests and kitchen or service teams, delivering prompt, accurate, and high-quality service in line with the resort’s luxury hospitality standards.

DUTIES AND RESPONSIBILITIES

• Receive and accurately record guest food and beverage orders via phone, in-room dining system, or service channels.

• Ensure all orders are entered correctly into the ordering system with full guest details and preferences.

• Communicate orders clearly and efficiently to kitchen and service teams.

• Confirm order details with guests, including menu items, modifications, allergies, and special requests.

• Provide menu information, recommendations, and clarification to guests when required.

• Monitor order status and ensure timely preparation and delivery coordination.

• Follow up on guest requests to ensure accuracy, satisfaction, and prompt service resolution.

• Coordinate with kitchen, room service, and F&B teams to ensure smooth order execution.

• Handle guest inquiries and complaints professionally and escalate when necessary.

• Maintain accurate records of orders, charges, and transactions.

• Ensure proper application of pricing, promotions, and service standards.

• Support upselling of menu items and promotions where appropriate.

• Maintain knowledge of menu items, ingredients, preparation methods, and allergens.

Qualifications

QUALIFICATIONS DESIRED

• High school diploma or equivalent required; hospitality training is an advantage.

• 1–2 years of experience in customer service, call center, F&B, or hotel operations preferred.

• Basic knowledge of food and beverage menus, service standards, and order handling processes.

• Familiarity with POS or hotel ordering systems is an advantage.

• Fluency in English required; additional languages are an advantage.

Additional Information

SKILLS

• Excellent verbal communication and listening skills.

• Strong attention to detail and accuracy in order entry.

• Customer-focused mindset with strong service orientation.

• Ability to work efficiently in a fast-paced, high-pressure environment.

• Good organizational and multitasking abilities.

• Problem-solving skills with calm and professional handling of guest requests.

• Basic sales awareness with ability to upsell menu items when appropriate.

• Strong teamwork and coordination with kitchen and service teams.

• Computer literacy and ability to use ordering systems effectively.

• Clear telephone etiquette and professional communication style.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Endure various physical movements throughout the work areas

• Ability to move safely in uneven terrain or in confined spaces

• Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift

• Medium Work: Exerting up to 20kg of force occasionally, and/or 10kg of force frequently, and/or up to 5kg of constantly moving objects, may occasionally lift and/or move up to 15kg