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, a guest-focused approach, 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 position reports to the Restaurant General Manager and works closely with Culinary, Stewarding, In-Room Dining Servers, and Restaurant Leadership. It has regular, direct contact with hotel guests.

Requirements

Strong verbal communication skills and 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 In-Room Dining calls.
Greet guests courteously, announce daily specials, and promote menu offerings.
Demonstrate knowledge of menu items, accompaniments, and preparation methods.
Accurately record orders and repeat them back to guests to confirm accuracy.
Clearly and realistically quote expected delivery times.
Respond professionally and service-orientedly to guest questions and concerns.
Enter orders immediately 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.
Comply with guidelines related to in-room dining transactions.
Communicate with culinary, stewarding, and service teams to support smooth order execution.
Receive and respond to tray or table pickup requests, coordinating with bussing or stewarding teams as needed.
Monitor order flow and proactively communicate delays or updates.
Assist with service recovery by addressing guest concerns, escalating when necessary, and implementing appropriate solutions.