Room Service Order Taker

Job Description

In Room Dining Order Taker

Key Responsibilities

• Answer guest calls promptly and take In-Room Dining orders accurately and professionally.
• Maintain excellent knowledge of menus, beverages, promotions, and hotel services.
• Provide personalized recommendations and proactively upsell food and beverage items.
• 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.
• Maintain a clean, organized, and well-prepared Order Taker area throughout the shift.
• Record guest preferences and communicate important guest information to the team.
• Handle guest inquiries and complaints professionally and escalate issues when required.
• Support the In-Room Dining team and other F&B operations during busy periods.
• Follow hotel standards, HACCP, hygiene, health & safety, and departmental SOPs.
• Participate in daily briefings, training, and maintain positive relationships with colleagues and other departments.

Qualifications

What will you bring to this role?

PERSONAL ATTRIBUTES

• Good verbal, reading and writing proficiency in English.
• Well-presented and professionally groomed at all times.
• 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/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.

EXPERIENCE

• Minimum 1–2 years of experience in In-Room Dining, Food & Beverage or a similar guest-facing hotel position.
• Previous experience in a luxury hotel or upscale hospitality environment is preferred.
• Experience in order taking, telephone etiquette, cashiering and POS operations.
• Experience handling guest requests, preferences, complaints and service recovery professionally.
• Familiarity with LQA, HACCP, hygiene and luxury service standards is an advantage.
• Ability to work effectively during high-volume operations, extended hours and changing operational requirements.
• 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/Manager would be beneficial.
• Embrace the Raffles brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected

QUALIFICATIONS

• Secondary Education or relevant Bachelor’s Degree