IRD - Order Taker

Ojai Valley Inn & Spa•Ojai, CA

17h

About The Position

As In-Room Dining Order Taker, you will be responsible for answering phones and taking guest food and beverage orders while ensuring to provide excellent quality service as per the Hotel Standard operating procedure. Additionally responsible for maintaining cleanliness at work and guest areas by clearing, collecting and returning food and beverage items to proper area STANDARD SPECIFICATIONS: Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other associates or guests.

Requirements

Possess a positive, outgoing and naturally curious Personality.
Ability to follow the OVI standards of Presentation.
Ability to follow the OVI standards of Body Language.
Ability to follow the OVI standards of Verbiage.
Above-average reading, writing, and oral proficiency in the English Language.
Ability to work cohesively with other employees as part of a team.
High school graduate.
Legal ability to work in the US.
Ability to do basic arithmetic.
Ability to work a flexible workweek including nights, weekends and holidays.
Excellent people skills.
Ability to communicate in English with guest/visitors, vendors, media/publication contacts, community contacts, industry contacts, management and co-workers to their understanding.
Ability to perform basic mathematical computations.
Excellent verbal and writing skills.
Ability to work productively with other operating departments.
Ability to handle obstacles in a positive and professional manner and to effectively communicate these problems, along with suggested solutions to Manager.
Maintain professional appearance, behavior, integrity, and openness to employees and guests.
Ability to prioritize and organize work assignments.
Ability to work without constant, direct supervision.
Be active in the role of safety and security. Be cognizant of all emergency-reporting procedures.
Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
Ability to focus attention to details.
Ability to remain calm and courteous in demanding and difficult customer situations.
Ability to work evenings and weekends, when business requires.
Knowledge of The OVI’s philosophy and practices.
Ability to provide clear and pleasant telephone communication to all callers.
Ability to enforce hotel’s standards, policies and procedures.
Ability to work cohesively with other departments as part of a team.
Excellent motivational skills.
Ability to maintain discretion and confidentiality of all guests and pertinent Inn information.

Nice To Haves

Fluency in a foreign language, preferably Spanish.
Experience in hospitality industry in similar position.
CPR certification.
TIPs and Food Handlers certification.
Previous guest relations training.

Responsibilities

Demonstrate knowledge of The Ojai Valley Inn & Spa’s style, practices, culture, terminology, organizational structure, and general philosophy. That Philosophy should be portrayed in the professional appearance, behavior, integrity, openness and accessibility to employees and guests.
Maintain a friendly yet unobtrusive manner with all guests throughout their dining experience.
Demonstrate strong knowledge of all elements of The Ojai Valley Inn & Spa’s TQM system.
Attend and participate in all required meetings.
Ensure all Human Resource policies and practices are applied consistently while adhering to all Federal, State and Local laws.
Promote teamwork and foster a harmonious working climate.
Understand all food and beverage items offered, including ingredients, methods of preparation and proper service.
Promote good public relations and handle complaints or concerns of guests.
Recognize and address potential intoxicated, disruptive or undesirable guests.
Properly handle and report employee guest accidents.
Respond properly to any hotel emergency or safety situation.
Perform other tasks or projects as assigned by In-Room Dining Manager, hotel management, and staff.
Constantly monitor appearance, attitude and degree of professionalism to ensure strict adherence to The Ojai Valley Inn & Spa’s standards of quality service.
Follow proper payroll and uniform procedures.
Offer In-Room Dining guests an enjoyable, expertly served beverage/dining experience conforming to In-Room Dining Service and Training Manual:
The Order Taker is the guest’s guide!
The Order Taker must be able to speak intelligently about all of the all of the flavors, ingredients and preparation of menu items as well as soft drinks, liquors, beers and wines available.
The office will remain a clean and organized environment at all times.
If the guest’s name is different from the digital readout, the Order Taker will ask the guest which account the order will be billed to.
The Order Taker will politely inquire as to the purpose of the guest’s call.
If the guest responds that they are calling to place an order, the Order Taker will inquire, “Mr./Ms._______, have you had a chance to review our In-Room Dining menu?”
The Order Taker must describe the daily specials in an elegant manner to every guest.
The Order Taker must endeavor to maintain control over the flow of the conversation with the guest to ensure the order is taken in a logical and thorough fashion.
When taking the guest’s order, the Order Taker will completely fill out the “In-Room Dining Order Form”.
The Order Taker must ask the guest how many people the order is for.
The Order Taker must inquire if any of the people dining are children.
If the guest responds that children will be dining the Order Taker will ask the guest if they require a booster seat or highchair.
The Order Taker must confirm the room number that the guest(s) will be dining in.
The Order Taker must offer the guest a choice of dining locations.
The Order Taker must attempt to take the order by guest so that the Server will know which item to serve to which guest.
During dinner service the Order Taker must first suggest a cocktail.
During lunch service the Order Taker must first suggest a glass of wine.
During lunch and dinner service the Order Taker must offer the guest their choice of bottled Evian or sparkling San Pellegrino mineral water.
If it is not yet clear, the Order Taker must inquire about the guest’s beverage order.
During lunch and dinner service, the Order Taker must then ask for the guest’s appetizer order.
The Order Taker must then ask for the guest’s main course.
The Order Taker must secure all temperatures and applicable modifiers when taking the order.
During lunch and dinner service, the Order Taker must finally ask for the guest’s dessert order.
The Order Taker must have a list of their favorite menu items from each category.
If the guest seems unsure or open to suggestion, the Order Taker must recommend their favorite menu items to the guest.
If the guest does not specify a particular brand of alcohol for their cocktail, the Order Taker must offer the guest a choice of well, call and premium alcohol.
The Order Taker must have a list of their favorite wines from each category along with optimal food pairings.
If the guest only orders soft drinks or cocktails during dinner service, the Order Taker will gently suggest a bottle of wine that pairs well with their entrée.
If the guest does not order dessert the Order Taker must suggest their favorite dessert to the guest.
The Order Taker will then confirm the order by reading the entire order back to the guest.
The Order Taker must wait for the guest to confirm the order before proceeding to the next step.
The Order Taker must inform the guest of the current time and when they can expect the order to be delivered.
Once the order has been taken to standard, the Order Taker will wish the guest a fond farewell.
The Order Taker will separate one copy of the “In-Room Dining Order Form” and place it on the speed rail in the order it was received.
The Order Taker will use their copy of the IRD Order Form to fill out the “Order Log Form” and mark the time that the order was taken.
The Order Taker will print a copy of the guest check and place it in the standard check presentation folder along with the second copy of the IRD Order Form and a logo pen.
The In-Room Dining Server/Order Taker must ensure that the tray is set up to standard.
The In-Room Dining Server/Order Taker must refer to the “In-Room Dining Plating Guide” to ensure the correct additional flatware for the items ordered.
The In-Room Dining Server/Order Taker must refer to the “In-Room Dining Plating Guide” to ensure the correct condiments and side items.
If applicable, the In-Room Dining Server/Order Taker must place the ice in the appropriate glass and transport beverages in their unopened state.
If beverages are to be served chilled they must be transported either on ice or in a beverage chiller.
If beverages are to be served hot, they must be transported in an insulated beverage server.
All filled beverage glasses must be transported covered with Saran Wrap and topped with a logo “Stan Cap”.
All empty beverage cups, glasses and mugs must be transported upside down.
All cold food items must be transported on the tray with a plate cover or sealed in Saran Wrap.
All hot food items must be transported in a preheated hot box and covered with lid or a plate cover.
Hot soups must be transported in an insulated soup server.
Once the Server informs them that the order is departing for delivery, the Order Taker will highlight the applicable room number on the Tray Pick-up List indicating that a tray is en route to that room.
Once the Server informs them that the order is departing for delivery, The Order Taker will mark the time on the Order Log Form.
Once the Server informs them that the order is departing for delivery, The Order Taker will file the second copy of the IRD Order Form, by building, in the “Delivered Order File”.
When the guest calls In-Room Dining to request a tray pick-up, the Order Taker must inquire as to their satisfaction and attempt to up sell additional items.
The Order Taker will remove their copy of the IRD Order Form from the “Delivered Order File” and reference it during the call back.
If the guest did not order dessert with their initial order, the Order Taker will suggest dessert during the guest call back.
During dinner service, if the guest did not order coffee or after dinner drinks with their initial order the Order Taker must offer after dinner liquors and coffee drinks during the guest call back.
The Order Taker will ask if they may dispatch a server to remove their order.
Once the Call Back has been completed and all items delivered, the Order Taker will tender the guest check to standard.
The Order Taker and In-Room Dining Server will utilize the Tray Pick-Up List and Order Log to ensure all trays delivered on one shift are all removed on the same shift.
Anticipate the needs of guests.
Ascertain a guest’s satisfaction and handle any problem, which may arise informing a manager of the problem and how it was resolved.
Serve and clear food and beverage items in an unobtrusive and professional manner.
Complete opening and closing side work as assigned.
Present menus and explanations for all menu items as well as specials of the day.
Utilize the hotel’s computer system ringing up sales, printing checks, closing checks, and completing closing readings.
Carry trays, bus, and reset trays with linen, china, glass, and silver.
Perform all additional duties and functions as outlined in the Service and Training Manual.
Check schedule on a regular basis for arrival times and changes in them.
Ensure the In-Room Dining area is clean and neat prior to leaving for the shift.
Ensure all trays and used food and beverage items have been returned to the kitchen before leaving the shift.
Ensure all condiments, including: salt, pepper, sugar, condiments and centerpieces go back to the designated area.
Be aware of appearance, quality of work, and attitudes with guests.
Wear proper uniform and maintain high standard in regards to personal appearance as outlined in the Employee Handbook.
Arrive at your work area at time listed in schedule.
Report unsafe conditions to management.
Respect guest confidentiality.