IRD Order Taker

Starwood Hotels • Austin, TX

1d • Onsite

About The Position

The In-Room Order Taker works effectively as part of the In Room Dining service team, primarily responsible for, but not limited to, fulfilling guest service needs and completion of all tasks related to guest orders from room or pool area via phone or any ordering devices. The In-Room Order Taker is responsible for answering all telephone calls and prioritizing said calls, practicing very good telephone etiquette. This role is directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly. The In-Room Order Taker must have knowledge of room service menus and ongoing promotions in other F&B outlets, and should be able to provide recommendations and suggestions to guests upon request. They must also be knowledgeable of all services, facilities and products offered by the hotel. The role requires ensuring the satisfaction of all guests by providing prompt, courteous and efficient service at all times, displaying excellent conversation skills and selling techniques. Attention to guest orders and thorough menu knowledge are essential, as is clear writing of all information and highlighting of special requests. Communication with the kitchen regarding menu questions, length of wait, recook orders, and product availability is crucial. An approximate delivery time is given to the guest according to the 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. The role ensures correct posting in the POS system for communication to the service and kitchen department and is able to perform all duties and tasks per the tasks required at the outlet. This position assists the department to drive guest satisfaction by providing consistent guest experience and coordinates with Room Service Waiter/Waitress, Captains & Minibar Attendant. Reporting positive and constructive guest feedback to the manager and promptly handling guest queries, complaints and all issues in a professional manner are key responsibilities. The In-Room Order Taker must 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. Ensuring proper handover is given to the next shift and also to the IRD manager is required. Reporting cleanliness and maintenance issues to the immediate supervisor and assisting in carrying out scheduled inventories of products and operating equipment are part of the duties. Ensuring that the place of work and surrounding area is kept clean and organized at all times, and maintaining proper appearance and grooming while on duty are essential. The role also involves performing any other assigned reasonable duties and responsibilities. The In-Room Order Taker must embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.

Requirements

• Organized and proficient at multitasking.
• Ability to speak effectively before groups of guests or team members.
• Ability to respond to and creatively resolve guest inquiries and complaints.
• Ability to read and understand documents such as safety rules, menus, amenity lists, operating and maintenance instructions and procedure manuals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Must be able to write legibly (i.e. taking orders, tracking).
• Ability to learn and work with technology including devices such as computers, iPods and iPads.
• Excellent guest service skills.
• Ability to follow directions and work in a team environment.
• Ability to remain flexible and adaptable.
• Ability to work in a fast-paced environment.
• Ability to follow all food and safety regulations and property standards.
• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.
• Flexibility to meet the demands of a 24-hour operation.
• Team members may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.
• Employees are required to work varying schedules, including holidays, to accommodate the business and demands of the hotel.

Nice To Haves

• Knowledge of room service menus and ongoing promotions in other F&B outlets.
• Knowledgeable of all services, facilities and products offered by the hotel.
• Knowledge and understanding to explain and perform up selling all items offered by the department assigned as well as offering alternatives or suggestions to guests.

Responsibilities

• Fulfilling guest service needs and completion of all tasks related to guest orders from room or pool area via phone or any ordering devices.
• Answering all telephone calls and prioritizing said calls.
• Practicing 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.
• Providing recommendations and suggestions to guests upon request.
• Ensuring prompt, courteous and efficient service at all times.
• Displaying excellent conversation skills and selling techniques at all times.
• Paying attention to guest orders and knowing the menu thoroughly.
• Writing down all information clearly and highlighting special requests.
• Communicating with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.
• Calling guests to apologize and re-evaluate delivery time if an order is delayed.
• Ensuring correct posting in POS system for communication to the service and kitchen department.
• Performing all duties and tasks per the tasks required at the outlet.
• Assisting the department to drive guest satisfaction by providing consistent guest experience.
• Coordinating with Room Service Waiter/Waitress, Captains & Minibar Attendant.
• Reporting positive and constructive guest feedback to the manager.
• Promptly handling guest queries, complaints and all issues in a professional manner.
• Explaining and performing upselling of all items offered by the department assigned, as well as offering alternatives or suggestions to guests.
• Ensuring proper handover is given to the next shift and also to the IRD manager.
• Reporting cleanliness and maintenance issues to the immediate supervisor.
• Assisting in carrying out scheduled inventories of products and operating equipment.
• Ensuring that the place of work and surrounding area is kept clean and organized at all times.
• Ensuring proper appearance and grooming while on duty.
• Performing any other assigned reasonable duties and responsibilities.
• Embodying the 1 Hotels Vision, Mission and Compass; delivering on Our Promise, providing Good-Natured Service and upholding our Brand Pillars.

Benefits

• Equal opportunity employer status.
• Commitment to non-discrimination on any protected basis covered under applicable law.
• Potential for special accommodation requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed