Order Taker - In Villa Dining

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Job Summary

The Order Taker – In-Villa Dining is responsible for delivering exceptional guest experiences through the accurate and efficient handling of all In-Villa Dining orders and guest requests in accordance with Rosewood brand standards and the expectations of an ultra-luxury environment. Acting as the primary point of contact for guests, the role ensures every interaction is personalized, professional, and service-oriented while maintaining seamless coordination between guests, Culinary, and operational teams. Accountability includes order accuracy, effective communication, guest satisfaction, and ensuring every order is delivered in accordance with established service standards.

Essential Duties and Responsibilities:

Quality:

• Handle all In-Villa Dining calls promptly, professionally, and in accordance with Rosewood telephone etiquette and service standards. 
• Demonstrate comprehensive knowledge of all food and beverage menus, promotions, allergens, ingredients, preparation methods, and service timings. 
• Assist guests in selecting menu items by making informed and personalized recommendations based on their preferences and dietary requirements. 
• Accurately record food and beverage orders, ensuring all guest preferences, allergies, dietary restrictions, and special requests are clearly documented. 
• Coordinate effectively with Culinary, In-Villa Dining Service Associates, Stewarding, and other departments to ensure timely and accurate order preparation and delivery. 
• Monitor the progress of all orders from placement through delivery, ensuring service timelines are achieved. 
• Communicate any delays, menu changes, or operational updates proactively to guests while managing expectations professionally. 
• Ensure all guest requests are handled with urgency, discretion, and genuine hospitality. 
• Handle guest feedback and service recovery professionally, escalating concerns where appropriate. 
• Maintain detailed knowledge of hotel facilities, promotions, outlet operating hours, and guest services to provide accurate information and recommendations. 
• Support the coordination of VIP amenities, special occasions, celebrations, and bespoke guest requests. 
• Ensure all guest interactions reflect warmth, professionalism, and personalized service. 
• Maintain accurate records of guest preferences to support recognition and future personalized experiences. 
• Ensure effective communication during shift handovers to maintain continuity of service.

Financial:

• Ensure all food and beverage orders are entered accurately into the operational system to maintain billing accuracy. 
• Support achievement of In-Room Dining revenue targets through knowledgeable product recommendations and upselling techniques. 
• Promote premium menu items, beverage pairings, desserts, and seasonal offerings where appropriate. 
• Minimize order errors, amendments, and wastage through attention to detail and accurate communication. 
• Monitor cancelled or amended orders and communicate changes promptly to relevant departments. 
• Ensure all guest charges are processed accurately in accordance with hotel procedures.
• Support efficient workflow by prioritizing orders according to operational requirements and guest expectations.

Leading:

• Demonstrate professionalism, courtesy, and confidence during every guest interaction. 
• Maintain effective communication with Culinary, In-Room Dining associates, Front Office, Housekeeping, and other hotel departments. 
• Participate actively in daily briefings and maintain awareness of VIP arrivals, promotions, menu changes, and operational updates. 
• Support onboarding and training of new associates where required. 
• Maintain exceptional product knowledge through continuous learning.
• Demonstrate ownership of guest requests until completion, ensuring follow-up where necessary. 
• Contribute to a positive, respectful, and collaborative working environment. 
• Lead by example through professionalism, attention to detail, and commitment to service excellence. 
• Maintain confidentiality and discretion when handling guest information and requests. 
• Identify opportunities to improve guest satisfaction and operational efficiency through proactive communication and continuous improvement.

Standard Responsibilities

• Comply and adhere to all Rosewood company policies and hotel procedures.
• Take on additional tasks within the scope of the role as required by business needs.
• Act as a brand ambassador at all times and maintain brand integrity.
• Reflect the company’s culture, vision, mission, and core values in daily actions and decisions.
• Maintain awareness and application of Rosewood, Forbes, and LQA standards.
• Support the adoption of systems, technology, and tools that improve operational efficiency.
• Maintain effective communication within the outlet and across departments.
• Lead by example in appearance, behavior, and professional conduct.
• Maintain a strong operational presence throughout all service periods.
• Ensure compliance with hygiene, HACCP, and safety standards.
• Follow all emergency procedures and operational protocols.
• Protect the reputation of the hotel through professional and responsible conduct.

Confidentiality

Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests, associates, and hotel operations. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company unless otherwise authorized.

Maintain confidentiality of all company, guest, and associate information.

Protect sensitive operational and financial information.

Ensure discretion in all matters related to guests and associates.

Health & Safety:

• Follow safe working practices across all areas of the outlet.
• Ensure compliance with Health and Safety regulations and hotel procedures.
• Report hazards, defects, and safety concerns immediately.
• Ensure incidents and accidents are reported in line with procedures.
• Maintain compliance with HACCP and food safety standards.
• Promote a safe environment for guests and associates

Other:

The above description is not exhaustive and may be adjusted based on operational needs.

• Maintain flexibility in working hours and operational support.
• Respond to business needs with adaptability and ownership.

Support additional responsibilities and projects as required