In Room Dining - Order Taker
Rosewood Hotels and Resorts
Job Description Job SummaryTo act as the first point of call for the In-Room Dining department in dealing with guest and inter-departmental requests. Responsible for the daily administrative tasks that allow the seamless flow of operations within the department. To demonstrate the highest level of hospitality and professionalism and act as an ambassador for the hotel. To deliver an exceptional level of attention to detail and a passion for delivering outstanding customer service. To be engaging and understand the importance of delivering first-class service.
Essential Duties and Responsibilities:
Guest satisfaction• Ensures to deliver the brand promise and provide exceptional guest service at all times.• Exercise responsible behaviour at all times and positively represent the restaurant team and Rosewood Hotels & Resorts• Ensures that all guest and internal customer complaints are resolved in a quick and efficient manner.• Maintains positive guest and colleague interactions with good working relationships.
Operations• Ensure clear and concise communication relevant parties in the interest of quality service towards the guest and colleagues• Be supportive and flexible with all associates to ensure full guest satisfaction and the overall success of the department and hotel• To attend the daily operations meetings in absence of the manager on duty and relay important guest and hotel information to the team• Represents the department with confidence and integrity, providing necessary support to any associates that require assistance in delivering quality service to our guests• Understands the basics of culinary and beverage service skills to better deliver an all-round In-Room Dining experience to our guests• To be fully conversant with the guest rooms menu and all up to date outlet menus and promotions within the hotel to ensure guest expectations are met and exceeded wherever the opportunity arise• Is competent in applying upselling and suggestive selling skills unobtrusively and whenever appropriate in order to help meet departmental revenue targets and to deliver the finest experience to our guests• Demonstrates excellent telephone etiquette and handling skills to ensure timely delivery and completion of guest centered tasks and requests • Is informed of Leading Quality Assurance and fully aware of global and brand standards for the department and endeavours to consistently meet these on a daily basis• Ensures all operational equipment is in its best condition at all times, guaranteeing the quality of our product at all times• Communicates special guest requirements and dietary needs of our guests to the team and kitchens in order to safeguard the health of our guests• Takes ownership of all guest complaints and inquiries in a courteous and efficient manner and insures problems are resolved satisfactorily with the interest of the guest and business in mind • Strives to establish lasting relationships with our guests, taking note of preferences, dietary requirements and special occasions, and taking every possible opportunity to exceed expectations during their stay• Keeps a detailed record of regular guests’ preferences and is able to communicate at a moment’s notice to relevant parties in the interest of providing exceptional service to our guests and assisting all associates in doing the same
Essential Duties and Responsibilities:
Guest satisfaction• Ensures to deliver the brand promise and provide exceptional guest service at all times.• Exercise responsible behaviour at all times and positively represent the restaurant team and Rosewood Hotels & Resorts• Ensures that all guest and internal customer complaints are resolved in a quick and efficient manner.• Maintains positive guest and colleague interactions with good working relationships.
Operations• Ensure clear and concise communication relevant parties in the interest of quality service towards the guest and colleagues• Be supportive and flexible with all associates to ensure full guest satisfaction and the overall success of the department and hotel• To attend the daily operations meetings in absence of the manager on duty and relay important guest and hotel information to the team• Represents the department with confidence and integrity, providing necessary support to any associates that require assistance in delivering quality service to our guests• Understands the basics of culinary and beverage service skills to better deliver an all-round In-Room Dining experience to our guests• To be fully conversant with the guest rooms menu and all up to date outlet menus and promotions within the hotel to ensure guest expectations are met and exceeded wherever the opportunity arise• Is competent in applying upselling and suggestive selling skills unobtrusively and whenever appropriate in order to help meet departmental revenue targets and to deliver the finest experience to our guests• Demonstrates excellent telephone etiquette and handling skills to ensure timely delivery and completion of guest centered tasks and requests • Is informed of Leading Quality Assurance and fully aware of global and brand standards for the department and endeavours to consistently meet these on a daily basis• Ensures all operational equipment is in its best condition at all times, guaranteeing the quality of our product at all times• Communicates special guest requirements and dietary needs of our guests to the team and kitchens in order to safeguard the health of our guests• Takes ownership of all guest complaints and inquiries in a courteous and efficient manner and insures problems are resolved satisfactorily with the interest of the guest and business in mind • Strives to establish lasting relationships with our guests, taking note of preferences, dietary requirements and special occasions, and taking every possible opportunity to exceed expectations during their stay• Keeps a detailed record of regular guests’ preferences and is able to communicate at a moment’s notice to relevant parties in the interest of providing exceptional service to our guests and assisting all associates in doing the same
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