Room Service Ordertaker 
(20167)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary

As an In-Room Order Taker, you play a crucial role in providing exceptional service to hotel guests by receiving and processing in-room dining orders. Your responsibilities include answering calls, accurately recording orders, and ensuring a seamless delivery of food and beverages to guest rooms.

Key Duties and Responsibilities

• Create an environment for the guests designed to stimulate all senses through personal service, amenities, and experiences.
• Answer in-room dining calls promptly and courteously.
• Follow up with guests with additional services that enhance the guest experience.
• Handle guest request personally and/or refer as appropriate.
• Demonstrate the department values when providing service and teamwork.
• Create luxury for all the senses by greeting while taking order by phone.
• Take all room service order in a profession manner and courteously.
• Help waiters to set for service when IRD is heavy.
• Monitor service load throughout shift.
• Help servers provide service during busy times.
• Monitor hall sweeps to insure proper cleanliness.
• Handle customer inquiries and complaints.
• Maintain that all SOP’S applied to room service are followed.
• Process customer bills promptly and accurately
• Process room charges immediately.
• Must handle cash, be familiar with credit/debit card procedures, and be responsible for sum of money at times.
• Maintain complete knowledge of all liquor brands, beers and non-alcoholic selections, correct glassware, and garnishes in the restaurant.
• Prepare trays with ordered items, ensuring proper presentation.
• Set up and arrange items in the guest's room according to service standards.
• Offer additional items or amenities to enhance the dining experience.
• Promote in-room dining services and special packages.
• Process in-room dining payments accurately using mobile payment devices or other methods.
• Handle cash, credit cards, and provide correct change to guests.
• Maintain knowledge of the characteristics and description of every wine/champagne by the glass and major wines on the wine list.
• Maintain complete knowledge of all menu items, prices, preparation method/time, major ingredients and quality standards of taste, appearance, texture, serving temperature, portion size, garnish, and method of presentation.
• Maintain complete knowledge of and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons, and drunk driving.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Maintain complete knowledge and comply with all departmental policies/service procedures.
• Maintain complete knowledge of Micros and manual systems.
• Complete opening side duties as assigned.
• To assist the team leader to provide VIP In house details etc.
• Check quality and amount of all restaurant stock and supplies using checklist.
• Prepare adequate Mise-En place.
• Requisition all necessary supplies and transport from storeroom to restaurant.
• Set up all condiments and beverages (non-alcoholic) according to service standards.
• Ensure a sufficient supply of all silverware, glassware, and chinaware for service.
• Check cleanliness and condition of assigned station and service areas; rectify any deficiencies.
• Prepare service carts, dessert table/carts and cordial cart with specified tools, wares, and equipment according to departmental standards.
• Set up and inspect the condition of check presenters with pens.
• Set up cigar service supplies.
• Set tables according to service standards.
• Organize assigned station and ensure readiness prior to guest arrival.
• Review reserved tables and names of such; follow up on special arrangements for pre-assigned tables according to standards.
• Review daily specials and maintain awareness of Non available items throughout the shift.
• When assigned, take guests' food and beverage orders, utilizing suggestive selling techniques.
• Record order of guest following departmental service procedures.
• Input order into system and ensure transmission of food orders is verified by kitchen when assigned to do so.
• Legibly document orders when system is down and distribute food orders to kitchen.
• Retrieve all alcoholic beverage items from bar and serve to guest in accordance with the departmental standards.
• Open and serve wine/champagne bottles in accordance with departmental standards.
• Make all varieties of coffee in accordance with the departmental standards.
• Serve all food courses and non-alcoholic beverage items to the guest in accordance with departmental standards.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Always maintain positive guest relations.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Monitor and maintain cleanliness, sanitation, and organization of assigned station and service areas.
• Remove soiled trays & trolleys from the room and transport to dishwashing area.
• When assigned, total all charges and present guest checks, process payments through the Cashier.
• Adhere to payment, cash handling and credit policies/procedures.
• Extend appreciation for guests' patronage.
• Clean and reset tables immediately after guest departs.
• Collect and report tips at the end of the assigned shift.
• Complete closing side duties:
• Properly store all reusable goods.
• Breakdown all goods as specified in departmental standards.
• Clean all equipment as assigned in the side duties.
• Restock items for next service.
• Remove all dirty linen.
• Reset trolleys for next meal period.
• Complete all closing reports as assigned and leave duty after reporting to Team Leader.

Skills, Experience & Educational Requirements

• Ability to satisfactorily communicate in English with guests, co-workers, and management to their understanding.
• At least vocational diploma in any discipline.
• Minimum of 1 year in hospitality business. Fresh graduate is welcome.
• Knowledgeable in various kinds of food and beverage.
• Computer literate
• Ability to work in a fast-paced environment.
• Flexibility to work evenings, weekends, and holidays.
• Pleasant personality with good communication and interpersonal skills
• Quickly finds common ground.
• Adapts interaction style to integrate with others.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.