I.R.D Order Taker & Cashier
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Key skills for this role
About the Role
Understand and comply with hotel policies, provide excellent guest service, manage food and beverage orders, and ensure customer satisfaction.
Key Skills for This Role
Responsibilities
- Take food and beverage orders and verbally explain offerings to guests
- Display proper phone etiquette and ensure guest details are clearly registered and communicated
- Maintain smooth communication with kitchen staff for flawless service
- Advise guests on preparation time, delivery policies, and answer inquiries
- Coordinate and assist IRD Manager with VIP amenities and work with Front Office
- Assist IRD Server in setting up and clearing In Room Dining tables
- Track and follow up on timely delivery of orders and collection of trolleys
- Perform billing tasks according to hotel standards and cashiering policies
- Warmly engage with guests and provide personalized experience
- Monitor and follow through on orders from VIP guests
Requirements
- Very good understanding of food and beverage offerings, including wine pairings, ingredients, and promotions
- Proper and professional phone etiquette
- Ability to maintain smooth communication with kitchen staff
- Knowledge of point of sale systems and billing procedures
- Ability to handle guest inquiries and resolve complaints
Full Job Posting
Role Overview
- It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
- Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
Key Responsibilities
- Have a very good understanding of the food and beverage offerings and be able to verbally explain those to the guest.
- Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered and communicated.
- Maintain a smooth communication with the corresponding kitchen staff for a flawless service.
- Advise guests with approximate time frame for preparation, delivery and all related policies as well as answering to any other guest inquiries.
- Coordinate and assist the IRD Manager on the delivery of all the VIP amenities and work closely with the Front Office team.
- Help and assist the IRD Server in coordinating, setting up and clearing In Room Dining tables if required.
- Track and follow up on the timely delivery of orders and collection of trolleys with the in room dining colleagues to avoid delays.
- Maintain a clear knowledge of all IG point of sales related and perform any tasks relating to billing according to hotel standards and cashiering policies.
- Warmly engage and converse with guests while taking their food and beverage order and professionally provide the guest with suitable suggestions.
- Ensure each guest receives a personalised experience, performed in a timely and complete manner.
- Personally monitor and follow through on any orders or requirements from VIP guests who order In Room Dining.
- Listen to any customer complaints and if possible resolve them effectively and otherwise refer to the manager in charge.
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