Room Service Order Taker
Role Overview
• Ensure all F&B Room Service order calls are answered as laid out in Rixos standards and ensure efficient connection with the correct person.
• Perform as per Rixos standards.
• Be fully aware of the Rixellence for the day.
• Proper grooming at all times.
• Attend training classes as per schedule.
• Show fullest cooperation and respect within the team and other departments
• Is aware of the daily activities and has product knowledge of all the hotel facilities
• To have an excellent knowledge of all F&B outlets, hotel facilities, hours of operation, shops and ball rooms.
• To be well informed about special functions and events held in the hotel on a daily basis.
• To maintain professional confidentiality and never disclose any secrets pertaining to the Company.
• To ensure that the product standards are followed as trained.
• When on a phone with a guest, to address a guest (in accordance with the time) either by good morning, good afternoon or good evening.
• Repeats the guest’s orders and call the guest by/her surname by finding out from guest list or from telephone.
• Responsible for opening and closing the check.
• To have knowledge of what is being held at the hotel such as banquets, festivals, food promotion, etc.
• Full knowledge of menu items
• Clean the order taker’s booth.
• Follows the standard orders of the long stay guests.
• To use guest names whenever appropriate.
• Ensures all staff are thoroughly familiar with the Hotel’s emergency procedures and is in a state of preparedness for any emergency which may occur.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Other duties as assigned. Assist in Task Force Teams for new openings.
• Carry out any other reasonable task (which may not be stated here) as requested.
Key Skills for This Role
Full Job Posting
About Accor
Accor describes its hospitality work as supporting employee growth and learning and offers opportunities across its properties and brands.
Responsibilities
- Answer food-and-beverage room service order calls according to Rixos standards and connect callers efficiently with the correct person.
- Perform according to Rixos standards and follow trained product standards; stay informed about the daily Rixellence and hotel activities.
- Maintain proper grooming, attend scheduled training, and cooperate respectfully with colleagues and other departments.
- Maintain knowledge of F&B outlets, hotel facilities, operating hours, shops, ballrooms, daily functions, events, banquets, festivals, and food promotions.
- Maintain professional confidentiality and protect company information.
- Greet guests appropriately by time of day, repeat orders, and use guest surnames when appropriate.
- Open and close checks, follow standard orders for long-stay guests, and keep the order-taker booth clean.
- Know hotel emergency procedures and relevant operational standards documentation.
- Assist task force teams for new openings and carry out other reasonable duties as requested.
Qualifications
- Minimum 1 year of experience in a similar role, or experience as a telephone operator or in a call centre.
- Excellent communication and organizational skills; responsible and reliable.
- Able to work under pressure in a fast-paced environment and as part of a team.
- Previous F&B experience in a 4–5 star hotel is preferred.
- Previous Micros experience is an asset but is not required; training is provided.
Employee Benefits
- Employee benefit card with discounted rates at Accor worldwide.
- Learning programs through Accor Academies.
- Opportunities to develop talent and grow within the property and across the company.
- Opportunities to contribute through corporate social responsibility activities.
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