In Room Dining Order Taker

Role Overview

Order Taking and Service

• Answer calls promptly, take orders accurately, make personalized recommendations, and upsell in line with service standards.
• Maintain knowledge of menus, wine and beverage lists, promotions, specials, and hotel services.
• Check item availability with the Culinary team and communicate changes promptly.
• Follow POS and cashiering procedures and keep delivery times within Raffles service standards.
• Maintain accurate guest preferences and proactively communicate relevant information during in-room dining service.

Operations and Compliance

• Maintain a clean, organized, and fully prepared order-taker cabin and pantry throughout service.
• Support order deliveries and other outlets during busy periods, including extended hours when required.
• Process beverage and store requisitions through Future Log accurately.
• Report complaints, service concerns, operational glitches, and deviations from standards promptly.
• Comply with LQA, HACCP, hygiene, sanitation, health and safety, and Raffles SOPs.
• Participate in training, briefings, meetings, and cross-department collaboration.

Experience and Qualifications

• Minimum 1–2 years of experience in in-room dining, food and beverage, or a similar guest-facing hotel position.
• Experience in order taking, telephone etiquette, cashiering, and POS operations is required.
• Experience handling guest requests, preferences, complaints, and service recovery professionally is required.
• Previous luxury hotel or upscale hospitality experience is preferred.
• Familiarity with LQA, HACCP, hygiene, and luxury service standards is an advantage.
• Secondary education or a relevant bachelor's degree is listed as a qualification.

Personal Attributes

• Good verbal, reading, and writing proficiency in English.
• Good computer and administrative skills, including Microsoft Word, Excel, PowerPoint, and relevant hotel systems or POS.
• Ability to remain composed during high-volume operations, extended hours, and changing requirements.
• Strong communication, guest-contact, problem-solving, interpersonal, teamwork, initiative, and flexibility skills.
• Maintain professional grooming and a positive, guest-focused attitude.

Employee Benefits

• Colleague perks include complimentary upgrades, extended stays, discounted stays across Fairmont and Raffles properties, and dining and wellness discounts.

Raffles Dubai

Brand Values