Job description

The overall scope of the job includes serving food and beverages to guests in the assigned place of work, providing a courteous, professional, efficient and flexible service consistent with the standards of the hotel and Kempinski in order to encourage sales and maximize guest satisfaction.

The job of Room Service Order Taker is executed satisfactorily when:

• Coordinate with Waiter/ Waitress & Minibar Attendant.
• Display excellent conversation skills and selling techniques at all times.
• Responsible to take orders via telephone and ensure correct posting in POS system for communication to the service and kitchen department.
• Report to duty punctually wearing the correct uniform, clean and well pressed including appropriate shoes (polished) and nametag at all times according to the hotels dress code & Kempinski grooming standards, maintaining a high standard of personal appearance and hygiene at all times.
• A courteous, professional and efficient service is provided at all times.
• All duties and tasks are performed as per the tasks required at the outlet.
• Be knowledgeable of all services and products offered by the hotel.
• Have a thorough knowledge and understanding of all food and beverage items offered by the department assigned.
• Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives.
• Monitor operating supplies, equipment and reduce spoilage and wastage successfully.
• Ensure that the place of work and surrounding area is kept clean and organized at all times.
• Successfully perform opening and closing procedures established for the assigned outlet
• Handle guest enquiries in a courteous and efficient manner and report guest complaints and feedback to supervisors.
• Report guest complaints immediately to the supervisors and ensuring follow up is performed with the guest.
• Being knowledgeable to operate the existing POS system based on the trained responsibility level as assigned in the department.
• Understand and strictly adhere to the rules & regulations established in the hotel’s policy manual and the hotel’s policy on fire, hygiene, health & safety.
• Maintain a good rapport and work relation with staff in the assigned department and within the hotel.
• Attend and contribute to all staff meetings, departmental trainings and hotel initiated trainings scheduled.
• Undertake reasonable tasks and secondary duties as assigned by the Department Head.
• Respond to any changes in the department as dictated by the hotel management.
• Assist in carrying out scheduled inventories of products and operating equipment.
• Perform any other assigned reasonable duties and responsibilities as assigned. 
• Projecting at all times a positive and motivated attitude and exercise self-control.
• Having a complete understanding of the monthly profit and loss statement of the department.
• Be able to lead the service and act as a role model to the team.
• Be able to ensure a flawless service to the highest standards and as required by the department and the hotel.
• Fully understand the concept of the outlet and be able to act as a guardian in terms of service provided, food and beverages served and the guidance of the team.