Room Service Order Taker

About Novotel Hotels

Novotel Hotels is part of the Accor network, which encompasses over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations globally. The group emphasizes responsible hospitality and offers opportunities for professional development and advancement. This full-time role is based in Makkah, Saudi Arabia.

Role Summary: Room Service Order Taker

The Room Service Order Taker is responsible for managing all aspects of in-room dining orders, ensuring accuracy and high service standards. This role involves direct guest interaction, order processing, and coordination with various departments to facilitate timely and correct order delivery. The position requires 0-1 years of experience.

Key Responsibilities

• Answer guest calls promptly and accurately take In-Room Dining orders.
• Maintain comprehensive knowledge of menus, beverages, promotions, and hotel services.
• Provide personalized recommendations and proactively upsell food and beverage items.
• Ensure orders are correctly entered into the POS system and communicated to relevant departments.
• Follow up on orders to ensure timely delivery and adherence to service standards.
• Maintain a clean, organized, and prepared Order Taker area throughout the shift.
• Record guest preferences and communicate important guest information to the team.
• Handle guest inquiries and complaints professionally, escalating issues when necessary.
• Support the In-Room Dining team and other F&B operations during peak periods.
• Adhere to hotel standards, HACCP, hygiene, health & safety, and departmental SOPs.
• Participate in daily briefings, training, and foster positive relationships with colleagues and other departments.

Required Qualifications and Experience

• Previous experience in a luxury hotel or upscale hospitality environment is preferred.
• Experience in order taking, telephone etiquette, cashiering, and POS operations.
• Demonstrated ability to handle guest requests, preferences, complaints, and service recovery professionally.
• Familiarity with LQA, HACCP, hygiene, and luxury service standards is an advantage.
• Ability to work effectively during high-volume operations, extended hours, and changing operational requirements.
• Previous experience supporting multiple F&B outlets or cross-functional teams is an advantage.
• Experience working independently and taking initiative in the absence of a Supervisor/Manager is beneficial.

Personal Attributes

• Well-presented and professionally groomed at all times.
• Strong communication, guest-contact, and problem-solving skills.
• Team player with strong interpersonal skills, attention to detail, and a positive attitude.
• Guest-focused, proactive, and able to remain composed in a fast-paced environment.
• Demonstrates initiative, flexibility, and a strong commitment to service standards.

Work Environment

The successful candidate will contribute to an inclusive environment where every individual feels valued and respected. This role requires embracing the brand promise and luxury in all interactions within the hotel setting in Makkah.