Room Service Order Taker - Port Harcourt, Nigeria - OGEYI PLACE HOTEL

Description

The role of a Room Service Order Taker or In Room Dining Order Taker is vital to ensuring guests have an enjoyable and comfortable stay at a hotel.

These individuals are responsible for taking orders from guests for meals and drinks that will be delivered to their rooms.

To excel in this role, one must possess excellent communication skills, customer service skills, and have a thorough knowledge of the hotel's menu and offerings.

It's also important for them to be able to work well under pressure, as they will often receive multiple orders at once and must ensure they are accurate and delivered in a timely manner.

Order Taker Duties and Responsibilities:
Responsible for answering all telephone calls and prioritizing said calls.
Should have very good telephone etiquette.
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 menus and ongoing promotions in another 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 the information. 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 apologize and re-evaluate the delivery time.

Ensure correct posting in the POS system for communication with the service and kitchen departments.
Able to perform all duties and tasks per the tasks required at the outlet.
Assist the department in driving guest satisfaction by providing consistent guest experiences.
Coordinate with Room Service Waiter/ Waitress, Captains, and Minibar Attendant.
Report positive and constructive guest feedback to the manager.
Promptly handle guest queries, complaints, and all issues professionally.

Have the knowledge and understanding to explain and perform upselling of 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.


Prerequisites:
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 all beverage products and services.


Education:
Hotel Management diploma holder or similar qualification.