Order Taker

Roles and responsibilities

• Order Taking:
• Receive room service orders via phone, ensuring clarity and accuracy of the order.
• Provide menu recommendations and answer any guest inquiries regarding the menu and services.
• Input orders into the Point of Sale (POS) system promptly and accurately
• Guest Interaction:
• Deliver exceptional customer service by being polite, attentive, and responsive to guest needs and requests.
• Address any special dietary requirements or preferences and communicate them to the kitchen team.
• Follow up with guests to ensure satisfaction with their orders and service.
• Coordination with Departments:
• Coordinate with the kitchen and other relevant departments to ensure timely preparation and delivery of orders.
• Communicate any changes or special requests to the appropriate team members effectively.
• Monitor the status of orders and follow up to ensure timely delivery.
• Billing and Payments:
• Ensure accurate billing of room service orders.
• Process payments, including room charges and other payment methods, following hotel policies.
• Address any billing inquiries or discrepancies promptly.
• Inventory and Supplies:
• Maintain an inventory of room service supplies and ensure they are well-stocked.
• Report any shortages or issues with supplies to the Room Service Manager.
• Cleanliness and Organization:
• Maintain a clean and organized work area, including the order-taking station and surrounding areas.
• Adhere to hotel standards for hygiene and cleanliness.
• Team Collaboration:
• Work closely with the room service team and other departments to ensure smooth operations and a seamless guest experience.
• Assist with other duties as required, including preparing trays, setting up tables, and delivering orders during peak times.
  

What We Need From You

Languages Required: Proficiency in English is essential; knowledge of additional languages is highly desirable

Years of Experience: Max - 7 / Min - 5

• Customer-centric
• Presentable personality and hospitality traits

Desired candidate profile

1. Customer Service Skills

• Guest Interaction: Providing excellent service to customers by taking accurate orders, answering questions about the menu, and addressing any customer needs or concerns.
• Clear Communication: Ensuring clear communication when taking orders, repeating orders back to guests for confirmation to avoid errors.
• Patience: Remaining patient when dealing with difficult or confused customers and offering assistance in a calm and helpful manner.
• Friendly Attitude: Maintaining a positive and courteous demeanor, which helps build rapport and encourages customer satisfaction.

2. Product Knowledge

• Menu Familiarity: Having an in-depth knowledge of the menu, including ingredients, preparation methods, and special dietary requirements, so you can answer customer inquiries and make recommendations.
• Specials and Promotions: Staying informed about daily specials, limited-time offers, and seasonal promotions so you can inform customers and encourage sales.
• Upselling: Suggesting complementary items, such as drinks, appetizers, or desserts, to enhance the customer’s experience and increase sales.

3. Multitasking

• Efficient Order Processing: Juggling multiple orders, ensuring that each customer is taken care of promptly without compromising on quality or accuracy.
• Managing Wait Times: Managing customer expectations by providing estimated wait times for their orders and notifying them of any delays.
• Prioritizing Tasks: Prioritizing orders efficiently, especially during peak hours, to maintain smooth service without causing delays or errors.

4. Attention to Detail

• Accuracy in Orders: Ensuring that all orders are taken down accurately, including any special requests or modifications to menu items, to avoid mistakes.
• Following Instructions: Making sure that special instructions (e.g., no salt, vegan, allergies) are passed correctly to the kitchen and followed precisely.
• Order Confirmation: Double-checking orders before submission to ensure the right items and quantities are selected, and confirming special requests with guests.

5. Technical Skills

• Point of Sale (POS) System: Proficiency in using POS systems to input orders quickly and accurately, ensuring that the kitchen receives them in a timely manner.
• Order Tracking: Using the POS system or other tools to track orders, monitor their progress, and ensure they are delivered promptly to customers.
• Handling Payments: Processing payments, including cash and credit transactions, and issuing receipts or change in a courteous and professional manner.

6. Teamwork and Collaboration

• Collaborating with Kitchen Staff: Effectively communicating with the kitchen to ensure that orders are prepared according to customer specifications and delivered promptly.
• Coordinating with Service Staff: Working closely with waitstaff to ensure the timely delivery of food and beverages, and assisting with any guest needs.
• Supporting Other Team Members: Helping other team members during busy times, whether it’s assisting with taking orders or supporting with clearing tables.

7. Problem-Solving Skills

• Handling Errors: Addressing and resolving any issues or errors with orders, such as incorrect items or missing items, in a calm and professional manner.
• Dealing with Complaints: Resolving customer complaints or dissatisfaction regarding their orders by offering solutions or alternatives, and escalating issues to management if needed.
• Managing Special Requests: Accommodating guest requests that might not be standard, such as modifying a dish to meet dietary restrictions or preferences.