In Room Dining Order Taker

Job Description

Position Overview

The IRD Order Taker is responsible for handling all In-Room Dining orders efficiently and professionally, ensuring accurate communication between guests, kitchen, and service teams. The role aims to deliver a seamless, personalized, and luxury dining experience that reflects Rixos service standards and maximizes guest satisfaction.

Key Responsibilities

Order Taking & Guest Communication

• Answer all In-Room Dining calls promptly and in accordance with Rixos brand standards.
• Take food & beverage orders accurately, repeat orders for confirmation, and use guest names whenever appropriate.
• Provide clear information on menu items, promotions, delivery times, and hotel facilities.
• Apply effective upselling techniques to enhance guest experience and revenue.

Order Coordination & Accuracy

• Input orders correctly into the POS system and open/close checks accurately.
• Coordinate closely with Kitchen, IRD service staff, and relevant departments to ensure timely delivery.
• Monitor order progress and proactively follow up on delays or special requests.
• Follow standard procedures for long-stay guests and VIP preferences.

Service Excellence & Guest Satisfaction

• Maintain a warm, professional, and courteous telephone manner at all times.
• Handle guest concerns or complaints professionally and escalate when necessary.
• Maintain confidentiality of all guest and company information.
• Ensure all service interactions align with Rixos luxury service culture (“Rixellence”).

Operational & Administrative Support

• Maintain cleanliness and organization of the IRD order taker station.
• Attend daily briefings, training sessions, and departmental meetings as scheduled.
• Stay informed about hotel events, banquets, promotions, and daily activities.
• Assist with task force duties for new openings or special operations as assigned.
• Carry out any other reasonable duties as requested by management.

Standards, Safety & Compliance

• Ensure full compliance with HACCP and food safety standards.
• Adhere to all Rixos policies, SOPs, and ISO Integrated Management Systems (ISO 9001, 14001, 22000, 10002).
• Follow hotel health, safety, emergency, and data protection procedures at all times.
• Actively support quality improvement, sustainability, and guest satisfaction initiatives

Qualifications

Qualifications & Experience

• University degree or diploma in Hospitality, Tourism, or related field preferred.
• Minimum 1 year of experience in a similar role, call center, telephone operator, or F&B service environment.
• Experience in a 4–5 star hotel or luxury resort is an advantage.

• Excellent communication and telephone etiquette.
• Strong attention to detail and multitasking ability.
• Good computer and POS system skills.
• Guest-oriented mindset with strong problem-solving skills.
• Ability to work under pressure in a 24-hour operation.
• Good command of English; additional languages are an advantage.
• Flexible to work shifts, weekends, and public holidays.

Additional Information

What awaits you...

• The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.