Room Service Order Taker

Role Overview

Room Service Order Taker at Accor, a global hospitality network encompassing more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations.

Company Overview

Accor is a hospitality group that brings together diverse hotel, restaurant, and lifestyle brands. The organization is committed to responsible hospitality and creating positive, memorable experiences for guests, colleagues, and the planet.

Role Purpose

To deliver exceptional In-Room Dining service by accurately receiving and processing guest orders, maintaining comprehensive menu knowledge, and ensuring seamless communication between guests and kitchen operations to support timely, high-quality delivery.

Key Responsibilities

Order Management & Communication

• Answer guest calls promptly and take In-Room Dining orders accurately and professionally.
• Ensure orders are entered correctly into the POS system and communicated accurately to the relevant departments.
• Follow up on orders to ensure timely delivery and high service standards.
• Record guest preferences and communicate important guest information to the team.

Guest Service & Sales

• Maintain excellent knowledge of menus, beverages, promotions, and hotel services.
• Provide personalized recommendations and proactively upsell food and beverage items.
• Handle guest inquiries and complaints professionally and escalate issues when required.

Operations & Standards

• Maintain a clean, organized, and well-prepared Order Taker area throughout the shift.
• Follow hotel standards, HACCP, hygiene, health & safety, and departmental SOPs.
• Support the In-Room Dining team and other F&B operations during busy periods.

Team & Culture

• Participate in daily briefings, training, and maintain positive relationships with colleagues and other departments.
• Foster an inclusive environment where every individual feels valued and respected.

Qualifications & Experience

• Secondary Education or relevant Bachelor's Degree.
• Minimum 1–2 years of experience in In-Room Dining, Food & Beverage, or a similar guest-facing hotel position.
• Experience in order taking, telephone etiquette, cashiering, and POS operations.
• Experience handling guest requests, preferences, complaints, and service recovery professionally.
• Ability to work effectively during high-volume operations, extended hours, and changing operational requirements.
• Previous experience in a luxury hotel or upscale hospitality environment is preferred.
• Familiarity with LQA, HACCP, hygiene, and luxury service standards is an advantage.
• Previous experience supporting multiple F&B outlets or cross-functional teams is an advantage.
• Experience working independently and taking initiative in the absence of a Supervisor or Manager would be beneficial.

Skills & Competencies

• Good verbal, reading, and writing proficiency in English.
• Strong communication, guest-contact, and problem-solving skills.
• Good computer and administrative skills, with working knowledge of Microsoft Word, Excel, PowerPoint, and relevant hotel systems and POS.
• Team player with strong interpersonal skills, attention to detail, and a positive attitude.
• Guest-focused, proactive, and able to remain composed in a fast-paced environment.
• Demonstrates initiative, flexibility, and a strong commitment to Raffles service standards.
• Well-presented and professionally groomed at all times.
• Embrace the Raffles brand promise and luxury in your role and in all interactions.