Order Taker Job Desc
Job title : Order Taker
Department : F
& B
REPORTING LINE
Report to : Supervisor and captain
Responsible for : Answering room service telephone
within 3 rings
COMMUNICATION LINES
Vertically :
Supervisor & captain
Horizontally : Waiter
AUTHORITY
Over Money : Hand hover all bill and payment to
Supervisor Captain on duty
Over Staff :
None
GENERAL MISSION
Under
the general guidance of the Supervisor assigned, in accordance to the Policies
and Procedures of Resort.
Receives
food and drink orders from the guest and relaying these orders to the Captain
Waiter and waiters, following the standard operating procedures established for
room service.
RESPONSIBILITIES AND MEANS
1. Responsible for receiving food and
beverage orders from the guest and relaying these orders
to the service attendants.
2. Responsible for handling the cashiering
duties and responsibilities in room service.
3. Responsible for requesting and maintaining
the par stock for guest supplies and office supplies in room service area.
4. Responsible for maintaining the
cleanliness of the desk, telephone set and cash register area.
5. Capable of operating all the equipment
in room service area.
6. Performs other duties and
responsibilities assigned by the immediate supervisor, which leads to guest satisfaction.
1. CUSTOMER SERVICE
1. Communicates
with VIP guests, government officials and other important individuals in the
performance of work and in promoting the outlets and Hotel
2. BUSINESS MANAGEMENT and ADMINISTRATIVE
RESPONSIBILITIES
1. Controls and monitors the order time,
delivery time and tray pick up time in room service.
2. Controls the consumption of operating
guest supplies, office supplies and forms in room
service and cashiering.
3. Accounts for the sales of room service
during his/or her shift.
4. Validates guest orders in the guest
check and computes the total sales through the cash register.
5. Receives payment and signed guest check
from the waiters.
6. Prepares the Food and Beverage
Cashier’s Report, cover count report for room service.
7. Receives, checks and incorporate into
the room service report, the Executive Lounge sales.
8. Remits the room service sales and
cashiering reports to the Head Cashier at
the end of the shift.
3. COMMUNICATION
1. Reports to the Supervisor assigned.
2. Communicates with the guests in
delivering products and services.
3. Coordinates with the other service
staff and kitchen staff in the performance of work.
4. Coordinates with the employees within
the department or other department, in the performance of work and for other hotel activities.
4. ASSET MANAGEMENT
1. Ensure that all operational equipment is use to its
appropriate function and well maintained.
2. Report all defectives Asset and equipment to his direct
manager.
5. SECURITY & SAFETY
1. Be aware of hotel’s fire evacuation and emergency policies and
procedure, especially those related to guest and staff evacuation to insure
full evacuation in safety condition of the hotel if required.
6. HUMAN RESPONSIBILITIES
1. Establishes and maintains good relations with employees
within the department and between other departments in the performance of work.
2. Provides assistance to co-employees
within the department and amongst other departments
in the performance of work for the
guest’s satisfaction and success of the Hotel.
7. MARKETING
8. TECHNICAL RESPONSIBILITIES
1. Answers the telephone correctly and
promptly.
2. Takes the orders and accomplishes the
captain order in accordance to the standard.
3. Practices suggestive selling to boost
room service sales.
4. Relays the orders through an
accomplished captain’s order to the Captain Waiter or waiter.
5. Follows up on the waiter on the prompt
delivery of orders.
6. Calls
the guest to inform actual time of delivery, in case of delay, in the absence
of the Supervisor.
7. Follows up on the waiter for tray
collection (pick up).
8. Checks with the guest to confirm
satisfaction and reports to the immediate supervisor, in case of guest complaints.
9. Keeps herself/himself aware of Hotel
activities, in-house VIPs and outlets’ promotion.
10. Knowledgeable on all food and beverage
items in the menu and special menus, its’ ingredients, method of preparation, portion size and presentation.
11. Knowledgeable on the availability of food
items in the menu.
12. Consistent in the performance of all
standards and procedures in room service.
13. Assists the Captain Waiter in updating
the VIP board, the amenity delivery charts, etc.
14. Takes table reservation for all other
outlets.
9. REPRESENTING HOTEL TO THE COMMUNITY
1. At all times whilst representing the hotel, act in a
professional, decorous manner ensuring proper representation of the Hotel.
10. DIVULGING OF HOTEL INFORMATION
1. The Hotel requires that you will not (during or after your
employment) without the hotel writing consent, divulge every information
concerning the Hotel or any associated hotels or any of their dealing,
transaction or affairs which may come to your knowledge during or in the course
of your employment with the Company.
11. TEMPORARY MISSION
1. May be rotated to different outlets and
other temporary task within the Hotel.
PERSON SPECIFICATIONS
POSITION: Order taker DEPARTMENT: F & B
SKILLS ESSENTIAL DESIRABLE
EDUCATION, Five Star Hotel Apprenticeship
or
training
EXPERIENCE 2 years in 4
star property in F&B Room
service Experience
1
year as waiter
EXPERIENCE 2 years in 4
star property in F&B
1
year in room service
INTERPERSONAL Execute order fast and
SKILLS efficiently
while remaining calm
COMMUNICATION Must speak, read and understand Knowledge of a foreign
language
English
clearly especially by telephone Arabic
or French
SPECIFIC Must be able to answer comfortably
Guest’s
request on the telephone
PRESENTATION Well groomed and presentable
at all times. Practice good hygiene
PHYSICAL Mentally alert, able to work
long
hours
OTHER Must be trustful of paramount integrity
REQUIREMENT Minimum age 20 years
MISCELLANEOUS
WORKING Well maintained F&B environment
CONDITIONS Open, friendly environment in harmony
with
colleagues and guest
WORKING Flexible hours in accordance with job requirement
HOURS
Signature:
[Employee] [Date] [Department
Head] [Date]