Order Taker – In-Villa Dining

Role Overview

The Order Taker for In-Villa Dining plays a pivotal role in providing an exceptional guest experience by accurately managing all room dining orders and requests while upholding the high standards of Rosewood's ultra-luxury environment. Acting as the main contact for guests, this role demands delivering service that is professional, personalized, and seamless in coordination with culinary and operational teams.

Key Responsibilities

• Respond to all In-Villa Dining calls promptly and professionally, adhering to Rosewood’s telephone etiquette and service standards.
• Possess extensive knowledge of food and beverage menus, including promotions, allergens, ingredients, preparation methods, and timing of services.
• Advise guests on menu selections by providing tailored and informed recommendations that consider preferences and dietary needs.
• Precisely record all food and drink orders, ensuring all guest preferences, allergies, and special requirements are thoroughly documented.
• Collaborate efficiently with Culinary, Service Associates, Stewarding, and other departments to guarantee timely preparation and delivery of orders.
• Track and monitor the status of orders from placement to delivery to meet service timelines consistently.
• Communicate proactively with guests regarding any delays, changes in the menu, or operational updates, managing expectations tactfully.
• Address guest requests swiftly and discreetly with genuine hospitality.
• Handle guest feedback professionally, ensuring service recovery when needed and escalating issues appropriately.
• Maintain updated knowledge of hotel facilities, promotions, outlet hours, and services to facilitate accurate information sharing.
• Assist in coordinating VIP amenities, special celebrations, and custom guest requests.
• Ensure every guest communication radiates warmth, professionalism, and individualized service.
• Keep accurate records of guest preferences to enrich future personalized experiences.
• Maintain clear and effective communication during shift transitions to ensure continuity of service.

Financial Accountabilities

• Enter all food and beverage orders accurately into operational systems to maintain precise billing.
• Contribute to meeting In-Room Dining revenue goals by recommending products knowledgeably and employing upselling techniques.
• Encourage orders of premium menu items, beverage pairings, desserts, and seasonal specials appropriately.
• Reduce mistakes, order changes, and waste by concentrating on accuracy and clear communication.
• Inform relevant departments promptly regarding canceled or amended orders.
• Ensure correct billing of guest charges according to hotel protocols.
• Efficiently prioritize orders based on operational needs and guest expectations.

Leadership and Teamwork

• Exhibit professionalism, politeness, and confidence in all guest interactions.
• Maintain effective communication with Culinary, In-Room Dining associates, Front Office, Housekeeping, and other teams.
• Engage actively in daily briefings, staying informed of VIP arrivals, promotions, and operational updates.
• Assist with onboarding and training new team members as needed.
• Commit to continuous learning to sustain excellent product knowledge.
• Take ownership of guest requests until fully resolved, ensuring appropriate follow-up.
• Promote a positive, respectful, and collaborative workplace.
• Lead by setting examples in professionalism, detail orientation, and dedication to service excellence.
• Maintain confidentiality and discretion regarding guest and company information.
• Propose improvements for guest satisfaction and operational efficiencies through proactive communication and innovation.

Additional Expectations

• Adhere strictly to all Rosewood policies, standards, and hotel procedures.
• Take on further responsibilities as required by operational demands.
• Serve as a brand ambassador consistently, upholding the company’s values and culture.
• Comply with brand standards including Rosewood, Forbes, and LQA.
• Adopt technologies and tools that enhance operational efficiency.
• Maintain visibility and presence during service hours to support smooth operations.
• Follow hygiene, HACCP, safety standards, and emergency protocols diligently.
• Protect the hotel’s reputation through responsible conduct.

Confidentiality

The role involves access to confidential guest, company, and operational information that must remain strictly protected. Disclosing such information outside authorized contexts is prohibited, ensuring discretion and privacy at all times.

Health and Safety

• Comply with all health and safety regulations and hotel policies to ensure a safe environment.
• Report hazards or incidents immediately and follow established procedures.
• Maintain HACCP and food safety compliance at all times.
• Promote guest and associate safety actively.

Other Information

• The described duties are subject to change depending on operational needs.
• Applicants should be flexible with working hours and demonstrate adaptability to business requirements.
• Assist with additional projects and responsibilities as assigned.