Fairmont The Norfolk – Room Service Order Taker.

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Order Taker

Passionate about F&B? As an Order Taker, you will work with your team to create unforgettable experiences for our guests.

What is in it for you:

  • Employee benefit card offering discounted rates in Accor worldwide
  • Learning programs through our Academies and the opportunity to earn qualifications while you work
  • Opportunity to develop your talent and grow within your property and across the world!
  • Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21 

What you will be doing:

Reporting to the Outlets Manager, responsibilities and essential job functions include but are not limited to the following: 

  • Responsible for answering all telephone calls and prioritizing said calls.
  • Should have very good telephone etiquettes.
  • Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly.
  • Should have good knowledge of room service menu’s and on going promotions in other F&B outlet.
  • Should be able to provide recommendations and suggestions to guests upon request.
  • Be knowledgeable of all services, facilities and products offered by the hotel.
  • Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times.
  • Display excellent conversation skills and selling techniques at all times.
  • Pay attention to guest orders, and know the menu.
  • Write down all information’s clearly. Highlight special requests.
  • Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.
  • Approximate delivery time is given to the guest according to this time evaluation system established by the Outlet Manager and the Sous Chef.
  • If the order has not been sent up by this time, a call must be placed to the guest to apologies and re-evaluate the delivery time.
  • Ensure correct posting in POS system for communication to the service and kitchen department.
  • Able to perform all duties and tasks per the tasks required at the outlet.
  • Assist the department to drive guest satisfaction by providing consistent guest experiences.
  • Coordinate with Room Service Waiter/ Waitress, Team Leader & Minibar Attendant.
  • Report positive and constructive guest feedback to the manager.
  • Promptly handle guest queries, complaints and all issues in a professional manner.
  • Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
  • Ensure proper handover is given to the next shift and also to the IRD manager/ Supervisor
  • Report cleanliness and maintenance issues to the immediate supervisor 
  • Assist in carrying out scheduled inventories of products and operating equipment.
  • Ensure that the place of work and surrounding area is kept clean and organized at all times.
  • Ensure proper appearance and grooming while on duty.
  • Perform any other assigned reasonable duties and responsibilities as assigned

Your experience and skills include:

  • Excellent reading, writing and oral proficiency in English
  • Computer knowledge (Microsoft Excel, Word, PowerPoint) 
  • Eagerness to learn and share knowledge with the Team
  • A positive, energetic and motivated personality and professional attitude
  • Must be well-presented and professionally groomed at all times
  • A hardworking attitude who is ready to complete all duties, responsibilities and additional tasks set by the Outlet Leader with positivity
  • Strong interpersonal and communication skills
  • Must always have a friendly attitude, develop strong working relationships with all colleagues and Leaders, demonstrating respect and understanding
  • Use professional verbal language and body language at all times
  • Hospitality Studies is preferable
  • Strong reading, writing and oral proficiency in the English language
  • A second foreign language is a plus

How To Apply





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