Room Service Order Taker

About Accor and the Role

Accor is a global hospitality group with over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations. This full-time position as a Room Service Order Taker is an opportunity to contribute to a positive and memorable experience for guests and colleagues. The role emphasizes responsible hospitality and offers opportunities for professional development and advancement within the network.

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 high service standards.
• Maintain a clean, organized, and well-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 busy periods.
• Adhere to hotel standards, HACCP, hygiene, health & safety, and departmental SOPs.
• Participate in daily briefings, training, and maintain positive relationships with colleagues and other departments.

Candidate Profile

The ideal candidate will be well-presented and professionally groomed at all times, demonstrating strong communication, guest-contact, and problem-solving skills. This role requires a team player with strong interpersonal skills, attention to detail, and a positive attitude, capable of remaining composed in a fast-paced environment. Candidates should be guest-focused, proactive, and committed to service standards.

Qualifications and Experience

• 0-1 year of experience is required for this role.
• Good computer and administrative skills, including working knowledge of Microsoft Word, Excel, PowerPoint, and relevant hotel systems/POS.
• Previous experience in a luxury hotel or upscale hospitality environment is preferred.
• Experience in order taking, telephone etiquette, cashiering, and POS operations.
• Experience handling 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 would be beneficial.

Work Environment and Culture

This role operates within a dynamic hospitality environment, requiring flexibility and a commitment to service excellence. The successful candidate will embrace the brand promise and luxury in all interactions, fostering an inclusive environment where every individual feels valued and respected.