Room Service Order Taker

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

PURPOSE AND OBJECTIVES OF POSITION

The Room Service Order Taker is responsible for handling all guest and in-room dining requests, ensuring seamless communication between guests, the kitchen, and service staff. This role requires excellent communication skills, attention to detail, and the ability to anticipate guest needs while adhering to Langham standards. The position also involves upselling food and beverage items to enhance guest satisfaction and maximize hotel revenue.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer in-room dining calls with courteous and efficient telephone etiquette, ensuring all order details are recorded accurately.
• Describe menu selections, including ingredients, preparation methods, and potential allergens, to assist guests in making informed choices.
• Take and process food and beverage orders promptly using the hotel’s POS system, ensuring all special requests and dietary needs are communicated to the kitchen.
• Confirm orders with guests and ensure accurate coordination with servers for timely delivery.
• Follow up with guests post-delivery to ensure satisfaction and promptly address any concerns.
• Coordinate and track VIP and special amenity orders, ensuring timely preparation and delivery in alignment with guest preferences.
• Maintain updated knowledge of menu offerings, seasonal changes, promotions, and availability of items.
• Accurately process all guest charges, gratuities, and discounts while ensuring proper billing procedures.
• Dispatch room service servers efficiently to handle deliveries and guest requests.
• Monitor and maintain stock of necessary supplies in the order-taking area.
• Maintain cleanliness and organization in the Room Service office and ensure proper storage of paperwork and records.
• Work closely with kitchen staff, servers, Front Office, and Housekeeping to ensure smooth coordination of in-room dining operations.
• Respond promptly to guest requests via HotSOS and other communication systems.
• Participate in regular department meetings and training sessions to stay updated on operational improvements and service standards.
• Assist with HACCP log maintenance and compliance with food safety regulations.
• Adhere to all Langham, Forbes, and brand service standards.
• Ensure professional, friendly, and engaging service at all times.
• Maintain flexibility to work various shifts, including nights, weekends, and holidays.
• Assist in other F&B operations when required, ensuring seamless team collaboration.

JOB KNOWLEDGE, SKILL AND ABILITY / EDUCATION AND/OR EXPERIENCE

• High School Diploma or equivalent required.
• Minimum 1 year of experience in food & beverage, hospitality, or customer service preferred.
• Experience with Micros POS or other hospitality-related order management systems is a plus.
• Strong communication skills, both verbal and written, with proficiency in English.
• Ability to multitask and remain composed in a fast-paced environment.
• Knowledge of food and beverage terminology and upselling techniques.
• Strong problem-solving skills and ability to anticipate guest needs.
• Proficiency in computer systems, including basic office applications.

PHYSICAL DEMANDS

• Ability to sit and use a telephone headset for extended periods.
• Occasional standing, walking, lifting (up to 30 lbs), bending, and kneeling may be required.