IRD Order Taker

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. A job at 1 Hotels is about more than punching a clock. It's about changing the world - little by little. We're the world's first mission-driven hotel company and we've got some lofty goals. All we ask is that you bring your true self and do all the good you can! 

MAIN DUTIES: 

The In-Room Order Taker works effectively as part of the In Room Dining service team, primarily responsible for, but not limited to, fulfilling guest service needs and completion of all tasks related to guest orders from room or pool area via phone or any ordering devices. 

GENERAL DUTIES: 

• Responsible for answering all telephone calls and prioritizing said calls. 

• Practice very good telephone etiquette. 

• Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly. 

• Have knowledge of room service menu's and ongoing promotions in other F&B outlets. 

• 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 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 experience. 

• 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 up selling all items offered by the department assigned as well as offering alternatives or suggestions to guests. 

• Ensure proper handover is given to the next shit 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.  

• Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars. 

QUALIFICATIONS & SKILLS: 

• Are organized and proficient at multitasking 

• Ability to speak effectively before groups of guests or team members and ability to respond to and creatively resolve guest inquiries and complaints. 

• Ability to read and understand documents such as safety rules, menus, amenity lists, operating and maintenance instructions and procedure manuals. 

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. 

• Must be able to write legibly (ie taking orders, tracking). 

• Ability to learn and work with technology including devices such as computers, iPods and iPads. 

• Excellent guest service skills. 

• Ability to follow directions and work in a team environment. 

• Ability to remain flexible and adaptable. 

• Ensure that the place of work and surrounding area is kept clean and organized at all times. 

• Ability to work in a fast-paced environment. 

• Ability to follow all food and safety regulations and property standards. 

• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture. 

• Flexibility to meet the demands of a 24-hour operation.  Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.  

Due to the nature of the hospitality industry, employees are required to work varying schedules, including holidays, to accommodate the business and demands of the hotel