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In-Room Dining Order Taker

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Marriott International

Jan 14

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail
  • Cape Town

Requirements

  • 1 to 2 years’ experience in similar role in a full service hotel preferred
  • Ability to communicate with the guests and anticipate their needs.
  • Ability to smile and diffuse anger naturally.
  • Have an enthusiastic and positive personality.
  • Profound knowledge of customer service and of all beverage products and services.
  • Education: Hotel Management diploma holder or similar qualification.

Responsibilities

  • Responsible for answering all telephone calls and prioritizing said calls.
  • Punches the food and beverage orders on to the Point of Sales systems like Micros POS.
  • Coordinate guest amenities and organizes guest table pick-ups on completion of meals in a timely manner.
  • Should have very good telephone etiquettes.
  • Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly.
  • Should have good knowledge of room service menu's and ongoing promotions in other F&B outlet.
  • Should be able to provide recommendations and suggestions to guests upon request.
  • Be knowledgeable of all services, facilities and products offered by the hotel.
  • Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times.
  • Display excellent conversation skills and selling techniques at all times.
  • Pay attention to guest orders, and know the menu thoroughly.
  • Write down all information’s clearly. Highlight special requests.
  • Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.
  • Approximate delivery time is given to the guest according to this time evaluation system established by the Outlet Manager and the Sous Chef.
  • If the order has not been sent up by this time, a call must be placed to the guest to apologies and re-evaluate the delivery time.
  • Ensure correct posting in POS system for communication to the service and kitchen department.
  • Able to perform all duties and tasks per the tasks required at the outlet.
  • Assist the department to drive guest satisfaction by providing consistent guest experiences.
  • Coordinate with Room Service Waiter/ Waitress, Captains & Minibar Attendant.
  • Report positive and constructive guest feedback to the manager.
  • Promptly handle guest queries, complaints and all issues in a professional manner.
  • Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
  • Ensure proper handover is given to the next shift and also to the IRD manager.
  • Report cleanliness and maintenance issues to the immediate supervisor.
  • Assist in carrying out scheduled inventories of products and operating equipment.
  • Ensure that the place of work and surrounding area is kept clean and organized at all times.
  • Ensure proper appearance and grooming while on duty.
  • Perform any other assigned reasonable duties and responsibilities as assigned.

FAQs

What is the job title for this position?

The job title for this position is In-Room Dining Order Taker.

Where is the job located?

The job is located at The Westin Cape Town, Convention Square, Cape Town, South Africa.

What is the schedule for this position?

This is a full-time position.

Is this position management or non-management?

This position is classified as non-management.

What are the primary responsibilities of the In-Room Dining Order Taker?

The primary responsibilities include coordinating all service requirements for In-Room Dining, taking guest orders via phone or other devices, and ensuring prompt and courteous service.

What kind of experience is preferred for this role?

1 to 2 years of experience in a similar role within a full-service hotel is preferred.

What educational qualifications are required?

A Hotel Management diploma holder or similar qualification is required.

What kind of skills are necessary for this position?

Strong communication skills, customer service knowledge, the ability to manage guest requests effectively, and good telephone etiquette are necessary for this position.

How should the In-Room Dining Order Taker handle guest complaints?

Guest complaints should be handled promptly and professionally, ensuring effective communication and resolution.

What should the Order Taker do if there is a delay in order delivery?

If there is a delay, the Order Taker must call the guest to apologize and re-evaluate the delivery time.

What is the expected behavior towards guests?

The expected behavior includes being courteous, efficient, and attentive to guest needs to ensure high levels of satisfaction.

Is there a focus on upselling in this position?

Yes, the In-Room Dining Order Taker should have the knowledge to upsell items offered by the department and provide suggestions to guests.

Are there any cleanliness and maintenance responsibilities?

Yes, the Order Taker is responsible for reporting cleanliness and maintenance issues to their immediate supervisor and ensuring a clean and organized workspace.

What core values does the Westin brand emphasize for their associates?

The Westin brand emphasizes being passionate, active, optimistic, and adventurous for their associates.

Is there a commitment to diversity and inclusion at Westin?

Yes, Marriott International (the parent company) is committed to hiring a diverse workforce and sustaining an inclusive, people-first culture.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.

OpportunitiesView all

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