Full job description

Key Responsibilities:

• Receive and process room service orders accurately and efficiently via phone or digital systems.
• Provide courteous, professional, and friendly service to guests while taking orders, ensuring a positive guest experience.
• Demonstrate thorough knowledge of the room service menu, ingredients, preparation methods, and available promotions.
• Upsell menu items, specials, and beverages to enhance guest satisfaction and increase revenue.
• Coordinate closely with the kitchen and service team to ensure timely preparation and delivery of orders.
• Ensure all orders are entered correctly into the POS system and follow up on special requests or dietary requirements.
• Monitor order status and communicate any delays or issues to guests in a professional manner.
• Handle guest inquiries, feedback, and complaints politely, resolving issues promptly or escalating when necessary.
• Ensure compliance with hygiene, food safety, and service standards at all times.
• Maintain cleanliness and organization of the room service order-taking area.
• Support accurate billing by verifying charges, posting orders correctly, and handling guest queries related to invoices.
• Follow all SOPs, service standards, and brand guidelines consistently.

Requirements:

• Previous experience as a Room Service Order Taker or similar role in a 4- or 5-star hotel is preferred.
• Excellent communication skills with a clear, polite, and professional telephone manner.
• Strong customer service skills with a guest-focused and attentive approach.
• Good knowledge of food and beverage menus, service procedures, and upselling techniques.
• Ability to multitask, work under pressure, and handle high call volumes efficiently.
• Basic computer and POS system knowledge.
• Strong attention to detail to ensure order accuracy and guest satisfaction.
• Professional appearance, positive attitude, and team-oriented mindset.
• Flexibility to work shifts, including weekends, evenings, and public holidays.
• Knowledge of hygiene standards, food safety regulations, and dietary requirements is an advantage.