In-Room Dining Order Taker

About Company:

Hotel Phoenix rises at “Mile 0,” the historic terminus of the Western & Atlantic Railway and the very location of Atlanta’s founding. With its commanding presence at the gateway and centerpoint of Centennial Yards — one of the most ambitious new developments in Atlanta’s history — it signals a new era for a downtown that has long been neglected.

Hotel Phoenix is a bold, unapologetic statement of forward-looking confidence. It is the hotel Centennial Yards and downtown Atlanta deserves — a future-reaching hospitality experience inspired by the unique character, culture, and heritage of its location.

A standard-setting luxury hospitality experience, Hotel Phoenix is glamorous, world-class, and unmistakably of this place. It isn’t “Atlanta-themed;” it’s Atlanta revealed. True Southern hospitality without the clichés: anticipatory, proper, and delivered with warmth, charm, and sincerity.

About the Role:

The PHO - In-Room Dining Order Taker plays a critical role in delivering exceptional guest experiences by efficiently managing and processing in-room dining requests. This position serves as the primary point of contact for guests placing food and beverage orders, ensuring accuracy and timeliness in communication with kitchen and service staff. The role requires attentiveness to guest preferences and special requests, contributing to personalized service that enhances overall guest satisfaction. By maintaining clear and courteous communication, the order taker helps streamline operations and supports the hotel's reputation for quality hospitality. Ultimately, this position is essential in creating a seamless and enjoyable dining experience for guests within their rooms.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service or hospitality, preferably in food and beverage order taking or related roles.
• Basic computer skills and familiarity with order management systems.
• Excellent verbal communication skills in English.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications:

• Experience working in a hotel or hospitality environment.
• Knowledge of multiple languages to assist a diverse guest population.
• Familiarity with point-of-sale (POS) systems and hotel property management software.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Certification in hospitality or customer service training programs.

Responsibilities:

• Answer incoming in-room dining calls promptly and courteously, accurately recording guest orders and special requests.
• Verify menu items, availability, and pricing to provide guests with up-to-date information and recommendations.
• Coordinate with kitchen and service teams to ensure timely preparation and delivery of orders.
• Maintain detailed records of orders, guest preferences, and any issues to support continuous service improvement.
• Handle guest inquiries and resolve any order-related concerns professionally to ensure guest satisfaction.

Skills:

The required communication skills are essential for accurately capturing guest orders and conveying them clearly to kitchen and service staff, ensuring smooth operations. Attention to detail is critical in managing special requests and dietary restrictions, which helps personalize the guest experience. Proficiency with order management and POS systems enables efficient processing and tracking of orders, reducing errors and delays. Problem-solving skills are frequently applied to address and resolve guest concerns promptly, maintaining high satisfaction levels. Additionally, preferred multilingual abilities enhance communication with a diverse clientele, broadening the scope of excellent service delivery.