Order Taker - In Room Dining

Role Overview

Order Taker – In-Room Dining at NH Collection Dubai The Palm, located in Dubai, United Arab Emirates.

Company Overview

NH Collection Hotels & Resorts operates captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. The hotels are thoughtfully designed with an eclectic-elegant atmosphere, built to evoke extraordinary feelings through stimulating details that create truly memorable moments. NH Collection welcomes business travellers, friends, and couples seeking premium service, and crafts experiences centred on wellbeing, gastronomy, culture, and pure indulgence.

Role Purpose

Receive and process guest orders accurately and efficiently while providing warm and professional in-room dining service. Coordinate closely with the Kitchen and In-Room Dining team to ensure orders are delivered according to guest expectations and hotel standards.

Key Responsibilities

Guest Order Management

• Answer In-Room Dining telephone calls promptly, professionally, and courteously.
• Take guest food and beverage orders accurately and enter them correctly into the POS system.
• Confirm orders with guests, including quantities, special requests, delivery time, and applicable charges.
• Process guest bills and charges accurately in accordance with hotel procedures.

Menu & Service Knowledge

• Maintain excellent knowledge of In-Room Dining menus, ingredients, preparation methods, promotions, and operating hours.
• Provide menu recommendations and assist guests with their selections when required.
• Promote menu items and apply appropriate upselling techniques to enhance the guest experience and revenue.

Guest Communication & Care

• Identify and communicate guest dietary requirements, food allergies, and special requests accurately to the Kitchen and service team.
• Handle guest inquiries, requests, and feedback professionally and escalate concerns to the Supervisor or Manager when necessary.
• Follow up with guests when required to ensure satisfaction with their In-Room Dining experience.

Coordination & Delivery

• Coordinate closely with the Kitchen and In-Room Dining service team to ensure timely preparation and delivery of orders.
• Monitor pending orders and follow up proactively to avoid delays.

Operations & Standards

• Maintain accurate records of orders, guest requests, and relevant operational information.
• Ensure effective communication and proper handover between shifts.
• Maintain a clean, organized, and professional work area.
• Follow food safety, hygiene, health and safety, and hotel policies and procedures at all times.
• Perform other duties as assigned by the In-Room Dining Supervisor or Food & Beverage Management.

Qualifications & Experience

• Previous experience in Food & Beverage, In-Room Dining, Room Service, Guest Services, or a similar hospitality role is preferred.
• Strong attention to detail and ability to take and process orders accurately.

Skills & Competencies

• Excellent telephone etiquette and communication skills.
• Strong guest-service orientation with a friendly and professional approach.
• Good knowledge of Food & Beverage products and service standards.
• Good command of spoken and written English; additional languages are an advantage.
• Good organizational and multitasking skills.