Order Taker (IRD) - Waldorf Astoria Ras Al Khaimah

Role Overview

Order Taker (In-Room Dining) at Waldorf Astoria Ras Al Khaimah, Hilton.

Role Purpose

Process in-room dining orders with accuracy and speed while delivering exceptional hospitality. You will be the voice that welcomes guests, promote menu offerings, and ensure seamless coordination between guests, kitchen staff, and room service delivery teams.

Key Responsibilities

Order Processing & Communication

• Answer Room Service calls promptly and announce any specials.
• Promote menu items and answer questions regarding preparation methods.
• Document orders and repeat items back to callers to ensure accuracy.
• Quote expected arrival time with speed and accuracy.
• Input order information immediately into the Point of Sale system to allow kitchen staff to begin preparation.
• Note any special requests clearly on the order.
• Provide food server with hard copy of check to be delivered with order.

Payment & Financial Management

• Process payment for orders upon return of the Room Service Server.
• Comply with accounting guidelines regarding receipt of payments and check total verification.
• Manage cash drawer and house bank in accordance with policy.
• Maintain house bank in accordance with policy.
• Manage tip disbursement.

Guest Service & Problem Resolution

• Respond to guest complaints in a positive manner.
• Negotiate a compromise and implement solutions.
• Answer calls for pick-up of trays and/or tables and direct bus persons to retrieve items.

General Operations

• Attend mandatory meetings.
• Perform general cleaning tasks to adhere to health and safety standards.
• Keep work area clean and organized.
• Complete other duties as assigned by supervisor.

Qualifications & Experience

• Basic knowledge of food and beverage preparations and service standards.
• Knowledge of all menu items and accompaniments.
• Ability to remember, recite and promote the variety of menu items.
• Basic knowledge of the English language sufficient to understand inquiries from customers and communicate preparation methods.
• Ability to comprehend written product labeling instructions to enable the safe application of products and processes within the hotel.

Skills & Competencies

• Ability to operate a keyboard to input Point of Sale procedures to pre-check, input order and close out the check.