Room Service Order Taker

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

About our property:

Welcome to Hyatt Regency Grand Reserve Puerto Rico, a premier resort in the Pyramid Global Hospitality portfolio, located in the breathtaking setting on the oceanfront coast of Rio Grande. Featuring 579 guest rooms and over 36,918 sq ft of meeting space, this award-winning property, recognized as one of the top five resorts in Puerto Rico by Travel + Leisure's World's Best Awards, offers a truly dynamic environment for hospitality professionals.

At Hyatt Regency Grand Reserve Puerto Rico, we are committed to delivering exceptional service and creating memorable experiences for our guests. As a member of our team, you'll have the opportunity to work in a supportive and engaging environment surrounded by the natural beauty of El Yunque rainforest and the island's stunning coastline. From an expansive lagoon-style pool to a nearby 27-hole Tom Kite-designed golf course and a full-service rainforest spa, this property offers a unique and inspiring setting to grow your career.

We offer a wide range of opportunities across multiple departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more. Whether you're just beginning your hospitality journey or looking to take the next step, you'll find opportunities for growth at every level.

Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for service. We provide comprehensive training and development programs to help our associates succeed. If you're passionate about hospitality and ready to be part of a people-first culture, we invite you to explore opportunities at Hyatt Regency Grand Reserve Puerto Rico and apply today.

What you will have an opportunity to do:

The In-Room Dining Order Taker provides professional telephone and digital ordering service while accurately capturing guest requests, promoting Food & Beverage offerings, coordinating order timing, and communicating effectively with culinary and service colleagues.

If making meaningful connections, figuring out what it takes and stepping it up to win the day is what you do, and you love it, we want you! This is a tremendous opportunity for a driven person to grow and learn at a world-class property! 

Your role:

• Answer guest calls promptly using established telephone standards.
• Professionally greet guests and verify required guest information.
• Maintain complete knowledge of In-Room Dining menus, operating hours, ingredients, preparation methods, beverages, and available modifications.
• Accurately enter orders into the POS or designated ordering system.
• Confirm the complete order with the guest before ending the interaction.
• Provide realistic delivery expectations based on established standards and current business conditions.
• Suggest beverages, appetizers, sides, desserts, and other enhancements when appropriate.
• Follow established procedures for allergies and dietary restrictions.
• Never make assumptions regarding ingredients or allergens.
• Communicate special requests clearly to culinary and service colleagues.
• Coordinate order timing and communicate delays proactively.
• Handle guest concerns professionally and escalate service-recovery situations as appropriate.
• Maintain knowledge of resort Food & Beverage outlets to assist guests when In-Room Dining cannot meet a particular request.
• Protect guest names, room numbers, payment information, and other confidential information.
• Assist with administrative, cashiering, or service-support responsibilities as assigned.
• Support other appropriate Food & Beverage functions based on business needs and training.
• Perform other reasonable duties as assigned.

What are we looking for?

• Previous restaurant, call-center, guest-service, or hospitality experience preferred.
• Excellent telephone etiquette and communication skills.
• Ability to multitask and accurately enter detailed orders.
• Working knowledge of POS systems preferred.

Compensation:

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Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.