Position Summary The In-Room Dining Order Taker is responsible for providing courteous, accurate, and efficient service to guests placing in-room dining orders. This role serves as the primary point of contact between guests and the In-Room Dining operation, ensuring orders are taken correctly, communicated clearly to the culinary and service teams, and delivered in a timely manner. The ideal candidate demonstrates strong communication skills, attention to detail, and a guest-focused mindset. This position requires knowledge of food and beverage offerings, the ability to multitask in a fast-paced environment, and professionalism when handling guest inquiries, special requests, and service recovery situations. Essential Functions Guest Communication & Order Taking • Promptly and professionally answer all In-Room Dining calls. • Greet guests courteously, announce daily specials, and promote menu offerings. • Demonstrate thorough knowledge of menu items, accompaniments, and preparation methods. • Accurately document guest orders, repeating items back to confirm accuracy. • Quote expected delivery times clearly and realistically. • Respond to guest questions and concerns with professionalism and a service-oriented approach. Order Processing & POS Execution • Enter orders accurately and immediately into the POS system to initiate kitchen preparation. • Clearly document special requests, dietary needs, and modifications. • Generate and provide hard copies of guest checks for delivery with orders. • Operate POS systems to pre-check orders, close checks, and process transactions accurately. Payment Handling & Administrative Responsibilities • Process guest payments upon return of the In-Room Dining Server. • Comply with all guidelines related to in-room dining transactions. Service Coordination & Support • Communicate effectively with culinary, stewarding, and service teams to ensure smooth order execution. • Receive and respond to guest requests for tray or table pickup, coordinating with bussing or stewarding teams as needed. • Monitor order flow and communicate delays or updates proactively. • Assist with service recovery by addressing guest concerns, escalating when necessary, and implementing appropriate solutions. Internal Relationships Reports to Restaurant General Manager. Works closely with Culinary, Stewarding, In-Room Dining Servers, and Restaurant Leadership. External Relationships Has regular, direct contact with hotel guests. Qualifications • Prior customer service, telephone, or order-taking experience preferred. • Basic knowledge of food and beverage service standards. • Strong verbal communication skills with 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. Education & Experience Requirements • High school diploma or equivalent preferred. • Previous hospitality or guest service experience preferred. • Must obtain and maintain any required licenses or certifications as applicable. Physical Requirements • Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing. Equal Employment Opportunity In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.