Order Taker In Villa Dining

About the Role

Rosewood Red Sea in Saudi Arabia is seeking a full-time Order Taker – In-Villa Dining. This role is responsible for delivering exceptional guest experiences by accurately and efficiently handling all In-Villa Dining orders and guest requests. The position operates in accordance with Rosewood brand standards and the expectations of an ultra-luxury environment, serving as the primary point of contact for guests.

Core Responsibilities and Guest Service

The Order Taker ensures every guest interaction is personalized, professional, and service-oriented, maintaining seamless coordination between guests, Culinary, and operational teams. Key responsibilities include:

• Handling all In-Villa Dining calls promptly, professionally, and in accordance with Rosewood telephone etiquette and service standards.
• Demonstrating comprehensive knowledge of all food and beverage menus, promotions, allergens, ingredients, preparation methods, and service timings.
• Assisting guests in selecting menu items by making informed and personalized recommendations based on their preferences and dietary requirements.
• Accurately recording food and beverage orders, ensuring all guest preferences, allergies, dietary restrictions, and special requests are clearly documented.
• Coordinating effectively with Culinary, In-Villa Dining Service Associates, Stewarding, and other departments to ensure timely and accurate order preparation and delivery.
• Monitoring the progress of all orders from placement through delivery, ensuring service timelines are achieved.
• Communicating any delays, menu changes, or operational updates proactively to guests while managing expectations professionally.
• Handling guest feedback and service recovery professionally, escalating concerns where appropriate.
• Maintaining detailed knowledge of hotel facilities, promotions, outlet operating hours, and guest services to provide accurate information and recommendations.
• Supporting the coordination of VIP amenities, special occasions, celebrations, and bespoke guest requests.
• Maintaining accurate records of guest preferences to support recognition and future personalized experiences.

Operational Coordination and Financial Accuracy

This role ensures operational efficiency and contributes to financial objectives through meticulous attention to detail and effective communication:

• Ensuring all food and beverage orders are entered accurately into the operational system to maintain billing accuracy.
• Supporting the achievement of In-Room Dining revenue targets through knowledgeable product recommendations and upselling techniques.
• Promoting premium menu items, beverage pairings, desserts, and seasonal offerings where appropriate.
• Minimizing order errors, amendments, and wastage through attention to detail and accurate communication.
• Monitoring cancelled or amended orders and communicating changes promptly to relevant departments.
• Ensuring all guest charges are processed accurately in accordance with hotel procedures.
• Supporting efficient workflow by prioritizing orders according to operational requirements and guest expectations.

Professional Standards and Team Collaboration

The Order Taker is expected to uphold high professional standards and foster a collaborative environment:

• Demonstrating professionalism, courtesy, and confidence during every guest interaction.
• Maintaining effective communication with Culinary, In-Room Dining associates, Front Office, Housekeeping, and other hotel departments.
• Participating actively in daily briefings and maintaining awareness of VIP arrivals, promotions, menu changes, and operational updates.
• Supporting onboarding and training of new associates where required.
• Maintaining exceptional product knowledge through continuous learning.
• Demonstrating ownership of guest requests until completion, ensuring follow-up where necessary.
• Contributing to a positive, respectful, and collaborative working environment.
• Leading by example through professionalism, attention to detail, and commitment to service excellence.
• Identifying opportunities to improve guest satisfaction and operational efficiency through proactive communication and continuous improvement.

Compliance and Confidentiality

Adherence to company policies and maintaining strict confidentiality are integral to this role:

• Complying with and adhering to all Rosewood company policies and hotel procedures.
• Acting as a brand ambassador at all times and maintaining brand integrity.
• Reflecting the company’s culture, vision, mission, and core values in daily actions and decisions.
• Maintaining awareness and application of Rosewood, Forbes, and LQA standards.
• Maintaining confidentiality of all company, guest, and associate information.
• Protecting sensitive operational and financial information.
• Ensuring discretion in all matters related to guests and associates.

Health and Safety Protocols

The role requires strict adherence to health and safety guidelines to ensure a secure environment for all:

• Following safe working practices across all areas of the outlet.
• Ensuring compliance with Health and Safety regulations and hotel procedures.
• Reporting hazards, defects, and safety concerns immediately.
• Ensuring incidents and accidents are reported in line with procedures.
• Maintaining compliance with HACCP and food safety standards.
• Promoting a safe environment for guests and associates.