In-Room Dining Order Taker - InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa

Role Overview

In-Room Dining Order Taker at InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa, operated by IHG Hotels and Resorts, located on Hayat Island in Ras Al Khaimah, United Arab Emirates.

Company Overview

InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa is a luxury beachfront resort located on Hayat Island, less than an hour from Dubai. The resort offers a refined yet relaxed escape surrounded by natural landscapes, open sea views, and powder-soft beaches. The property features a collection of rooms, villas, and residences, a variety of restaurants and bars, and award-winning spa and leisure facilities, designed to create thoughtful, personal, and memorable experiences for families, couples, and groups in a true resort setting.

IHG Hotels and Resorts is the world's largest family of luxury hotels, shaped by decades of international know-how and local insight, with a passion for luxury travel that spans cultures and customs.

Role Purpose

Turn a simple phone call into a personalised dining experience by answering In-Room Dining calls promptly and professionally, confidently guiding guests through menus, ensuring every order is accurate from the first call to final delivery, and creating warm and welcoming experiences that begin with a warm voice, careful listening, and getting every detail just right.

Key Responsibilities

Order Taking & Menu Knowledge

• Answer In-Room Dining calls promptly and professionally, creating a warm and welcoming experience for every guest.
• Take food and beverage orders accurately, including special requests, dietary requirements, allergies and preferred delivery times.
• Know our In-Room Dining menus, beverage selections, daily specials and item availability to confidently guide guests and make recommendations.
• Suggest suitable dishes, beverages and accompaniments to enhance the guest's dining experience.

Order Processing & Coordination

• Enter orders accurately into Micros/POS and ensure all details are clearly communicated to the kitchen and In-Room Dining team.
• Coordinate closely with Culinary and service colleagues to ensure orders are prepared and delivered correctly and on time.
• Keep the team informed of unavailable items, delays, special requests and anything that may affect the guest experience.

Guest Service & Issue Resolution

• Handle guest questions, requests and concerns professionally, following up where needed to make sure expectations are met.
• Process bills, room charges and other payment transactions in line with hotel procedures.

Team Support

• Support the wider Food & Beverage team whenever required.

Qualifications & Experience

• Previous experience in In-Room Dining, Room Service, restaurant operations or a similar Food & Beverage role is preferred.
• Good reading, writing and basic maths skills.

Skills & Competencies

• Excellent telephone etiquette with clear, confident and professional communication skills.
• Strong attention to detail, especially when taking and entering guest orders.
• Good knowledge of food and beverages, with the confidence to explain menu items and make recommendations.
• Experience using Micros or a similar POS system would be an advantage.
• A warm and welcoming personality with a genuine interest in creating memorable guest experiences.
• The ability to stay organised and composed while handling multiple orders and guest requests.

Additional Information

Work Schedule

• Flexibility to work different shifts, including nights, weekends and public holidays.

Benefits

• Competitive salary that rewards hard work.
• Full uniform provided.
• Impressive room discounts.
• Training in line with industry best practices.
• Support through the myWellbeing framework, which is committed to supporting wellbeing in health, lifestyle, and workplace.

Commitment to Inclusion

IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. The company promotes a culture of trust, support, and acceptance, welcoming different backgrounds, experiences, and perspectives. IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment.