Room Service Order Taker

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

In Room Dining Order Taker

Key Responsibilities

• Answer guest calls promptly and take In-Room Dining orders accurately and professionally.
• Maintain excellent knowledge of menus, beverages, promotions, and hotel services.
• Provide personalized recommendations and proactively upsell food and beverage items.
• Ensure orders are entered correctly into the POS system and communicated accurately to the relevant departments.
• Follow up on orders to ensure timely delivery and high service standards.
• Maintain a clean, organized, and well-prepared Order Taker area throughout the shift.
• Record guest preferences and communicate important guest information to the team.
• Handle guest inquiries and complaints professionally and escalate issues when required.
• Support the In-Room Dining team and other F&B operations during busy periods.
• Follow hotel standards, HACCP, hygiene, health & safety, and departmental SOPs.
• Participate in daily briefings, training, and maintain positive relationships with colleagues and other departments.

Qualifications

What will you bring to this role? 

PERSONAL ATTRIBUTES

• Good verbal, reading and writing proficiency in English.
• Well-presented and professionally groomed at all times.
• Strong communication, guest-contact and problem-solving skills.
• Good computer and administrative skills, with working knowledge of Microsoft Word, Excel, PowerPoint and relevant hotel systems/POS.
• Team player with strong interpersonal skills, attention to detail and a positive attitude.
• Guest-focused, proactive and able to remain composed in a fast-paced environment.
• Demonstrates initiative, flexibility and a strong commitment to Raffles service standards.

EXPERIENCE

• Minimum 1–2 years of experience in In-Room Dining, Food & Beverage or a similar guest-facing hotel position.
• Previous experience in a luxury hotel or upscale hospitality environment is preferred.
• Experience in order taking, telephone etiquette, cashiering and POS operations.
• Experience handling guest requests, preferences, complaints and service recovery professionally.
• Familiarity with LQA, HACCP, hygiene and luxury service standards is an advantage.
• Ability to work effectively during high-volume operations, extended hours and changing operational requirements.
• Previous experience supporting multiple F&B outlets or cross-functional teams is an advantage.
• Experience working independently and taking initiative in the absence of a Supervisor/Manager would be beneficial.
• Embrace the Raffles brand promise and luxury in your role and in all your interactions. 
• Foster an inclusive environment where every individual feels valued and respected 

QUALIFICATIONS

• Secondary Education or relevant Bachelor’s Degree