Room Service Order Taker at Fairmont Hotels & Resorts

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