Order Taker at Fairmont Hotels & Resorts

Job Description

Scope of Position:

• The In-Room Dining Order Taker’s primary responsibilities will to take guest orders in a professional and friendly way, maximizing departmental revenues by up selling orders, communicating them clearly and accurately to the servers, processing guest checks and ensuring that proper payment is collected. As the Order Taker, you will provide guests with the full experience that encompasses engaging & personalized service from beginning to end of service. Your role is to turn their moments with us into memories by delivering Fairmont`s service promise and the highest level of brand standards and Fairmont service standards.

General Duties and Responsibilities:

• Report to work on scheduled time, wearing the proper uniform and nametag at all time.
• To maintain a clean and safe work environment
• To inform guests about all other hotel services and promotions upon request
• To maintain good working relationships with all fellow colleagues
• Keep an up-to-date knowledge of the menu, beverage list and wine list.
• Maintain the telephone etiquette at all times.
• Take guest orders accurately, honor all special requests.
• Process pre ordered Meals.
• Up-sell F&B products, other outlets & services of the hotel.
• Give appropriate preparation and delivery times.
• Enter guest orders in Micros POS
• Communicate all incoming orders to servers properly.
• Keep track of all incoming and outgoing orders on floor sheets.
• Maintain an accurate balance of your bank.
• Close checks accordingly upon return of servers.
• Do courtesy call backs & co ordinate floor & room clearance process.
• Process Amenities
• Handling guest inquiries and complaints.
• Inform RC staff of guest check outs
• Assist RC with checks
• Run Shift end Micros reports
• Pay out Tips and Gratuities
• Drop cash payments
• Assist with tray and table set ups if necessary
• Assist with side work if necessary
• Conduct the order taking process according to the set standards of the department complying with the Fairmont F&B standards, JD Power & Ritchie standards
• Perform other duties as and when required.

Evaluation – Job Position will be assessed by the following:

• Observation by management of colleague demonstrating behaviour.

J.D. Power Guest Survey as it relates to Job Position, which are the following topics:

• Timeliness of Service
• Helpfulness of Server
• Accuracy of order

J.D. Power- guest name usage

• Evaluation received from Richey internal and external audits
• Colleague lost-time report through Human Resources
• Certifications from Safe-Food Handling courses
• Certifications from Health & Safety courses

Qualifications

• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills
• Proficient in the English language (verbal & written), second language is an asset
• Must be able to handle a multitude of tasks in an intense, ever-changing environment
• Previous service experience an asset.
• Available to work flexible hours that may include early mornings, weekends and/or holidays.
• Previous point of sale system experience an asset, but not required. 
• Excellent communication and organizational skills. 
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.