In-room Dining Order Taker at Westin Hotels & Resorts

Function

• As an In-Room Dining Service Order Taker you are responsible to co-ordinate all service requirements addressed to In-Room Dining department, Primarily responsible for guest orders from room or pool area via phone or any other ordering devices like mobile apps, etc. Assist the F&B Management team with achieving high scores on guest satisfaction surveys, recognizing repeat guests and following standard procedures.

Required Experience & Qualifications

• 1 to 2 years’ experience in similar role in a full service hotel preferred
• Ability to communicate with the guests and anticipate their needs.
• Ability to smile and diffuse anger naturally.
• Have an enthusiastic and positive personality.
• Profound knowledge of customer service and of all beverage products and services.
• Education: Hotel Management diploma holder or similar qualification.

Key Responsibilities

• Responsible for answering all telephone calls and prioritizing said calls.
• Punches the food and beverage orders on to the Point of Sales systems like Micros POS. 
• Coordinate guest amenities and organizes guest table pick-ups on completion of meals in a timely manner.
• Should have very good telephone etiquettes.
• Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly.
• Should have good knowledge of room service menu's and ongoing promotions in other F&B outlet.
• Should be able to provide recommendations and suggestions to guests upon request.
• Be knowledgeable of all services, facilities and products offered by the hotel.
• Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times.
• Display excellent conversation skills and selling techniques at all times.
• Pay attention to guest orders, and know the menu thoroughly.
• Write down all information’s clearly. Highlight special requests.
• Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.
• Approximate delivery time is given to the guest according to this time evaluation system established by the Outlet Manager and the Sous Chef.
• If the order has not been sent up by this time, a call must be placed to the guest to apologies and re-evaluate the delivery time.
• Ensure correct posting in POS system for communication to the service and kitchen department.
• Able to perform all duties and tasks per the tasks required at the outlet.
• Assist the department to drive guest satisfaction by providing consistent guest experiences.
• Coordinate with Room Service Waiter/ Waitress, Captains & Minibar Attendant.
• Report positive and constructive guest feedback to the manager.
• Promptly handle guest queries, complaints and all issues in a professional manner.
• Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
• Ensure proper handover is given to the next shift and also to the IRD manager.
• Report cleanliness and maintenance issues to the immediate supervisor 
• Assist in carrying out scheduled inventories of products and operating equipment.
• Ensure that the place of work and surrounding area is kept clean and organized at all times.
• Ensure proper appearance and grooming while on duty.
• Perform any other assigned reasonable duties and responsibilities as assigned.