In-Room Dining Order Taker

The Boca Raton•Boca Raton, FL

About The Position

The In-Room Dining Order Taker provides courteous, accurate, and efficient service to guests placing in-room dining orders. The role is the primary point of contact between guests and the In-Room Dining operation, ensuring orders are recorded correctly, communicated clearly to culinary and service teams, and delivered in a timely manner. The position requires strong communication skills, attention to detail, knowledge of food and beverage offerings, the ability to multitask in a fast-paced environment, and professionalism when handling inquiries, special requests, and service recovery situations. The Order Taker answers guest calls, explains menu offerings and preparation methods, records and confirms orders, enters them into the POS system, and communicates special requests and dietary needs. The role also supports payment processing, service coordination, tray or table pickup requests, proactive updates about delays, and resolution or escalation of guest concerns. The position reports to the Restaurant General Manager and works closely with Culinary, Stewarding, In-Room Dining Servers, and Restaurant Leadership.

Requirements

Strong verbal communication skills, including the ability to clearly explain menu items and preparation methods.
Ability to operate POS systems and keyboards efficiently.
Ability to remain calm, organized, and professional in a fast-paced environment.
Attention to detail and accuracy in order taking and documentation.
Must obtain and maintain any required licenses or certifications, as applicable.

Nice To Haves

Prior customer service, telephone, or order-taking experience.
Basic knowledge of food and beverage service standards.
High school diploma or equivalent.
Previous hospitality or guest service experience.

Responsibilities

Promptly and professionally answer all In-Room Dining calls.
Greet guests courteously, announce daily specials, and promote menu offerings.
Maintain knowledge of menu items, accompaniments, and preparation methods, and answer guest questions.
Accurately document orders and repeat items back to guests to confirm accuracy.
Clearly and realistically communicate expected delivery times.
Enter orders promptly and accurately into the POS system to initiate kitchen preparation.
Document special requests, dietary needs, and order modifications clearly.
Generate hard copies of guest checks for delivery with orders.
Use POS systems to pre-check orders, close checks, and process transactions accurately.
Process guest payments when the In-Room Dining Server returns and comply with transaction guidelines.
Coordinate with culinary, stewarding, and service teams to support smooth order execution.
Receive tray or table pickup requests and coordinate with bussing or stewarding teams as needed.
Monitor order flow and proactively communicate delays or updates.
Address guest concerns, escalate when necessary, and implement appropriate service recovery solutions.