Position Summary
The In-Room Dining Order Taker is responsible for providing courteous, accurate, and efficient service to guests placing in-room dining orders. This role serves as the primary point of contact between guests and the In-Room Dining operation, ensuring orders are taken correctly, communicated clearly to the culinary and service teams, and delivered in a timely manner.
The ideal candidate demonstrates strong communication skills, attention to detail, and a guest-focused mindset. This position requires knowledge of food and beverage offerings, the ability to multitask in a fast-paced environment, and professionalism when handling guest inquiries, special requests, and service recovery situations.
Essential Functions
Guest Communication & Order Taking
- Promptly and professionally answer all In-Room Dining calls.
- Greet guests courteously, announce daily specials, and promote menu offerings.
- Demonstrate thorough knowledge of menu items, accompaniments, and preparation methods.
- Accurately document guest orders, repeating items back to confirm accuracy.
- Quote expected delivery times clearly and realistically.
- Respond to guest questions and concerns with professionalism and a service-oriented approach.
Order Processing & POS Execution
- Enter orders accurately and immediately into the POS system to initiate kitchen preparation.
- Clearly document special requests, dietary needs, and modifications.
- Generate and provide hard copies of guest checks for delivery with orders.
- Operate POS systems to pre-check orders, close checks, and process transactions accurately.
Payment Handling & Administrative Responsibilities
- Process guest payments upon return of the In-Room Dining Server.
- Comply with all guidelines related to in-room dining transactions.
Service Coordination & Support
- Communicate effectively with culinary, stewarding, and service teams to ensure smooth order execution.
- Receive and respond to guest requests for tray or table pickup, coordinating with bussing or stewarding teams as needed.
- Monitor order flow and communicate delays or updates proactively.
- Assist with service recovery by addressing guest concerns, escalating when necessary, and implementing appropriate solutions.
Internal Relationships
Reports to Restaurant General Manager.
Works closely with Culinary, Stewarding, In-Room Dining Servers, and Restaurant Leadership.
External Relationships
Has regular, direct contact with hotel guests.
Qualifications
- Prior customer service, telephone, or order-taking experience preferred.
- Basic knowledge of food and beverage service standards.
- Strong verbal communication skills with the ability to clearly explain menu items and preparation methods.
- Ability to operate POS systems and keyboards efficiently.
- Ability to remain calm, organized, and professional in a fast-paced environment.
- Attention to detail and accuracy in order taking and documentation.
Education & Experience Requirements
- High school diploma or equivalent preferred.
- Previous hospitality or guest service experience preferred.
- Must obtain and maintain any required licenses or certifications as applicable.
Physical Requirements
- Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
Equal Employment Opportunity
In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
