In Room Dining Order Taker

About the role

Raffles Dubai, a 5-star hotel in the city centre, is looking for an In Room Dining Order Taker to deliver prompt, personalised and professional in-room dining service. The role ensures a seamless guest experience while upholding Raffles' luxury service standards and maximising guest satisfaction and F&B revenue. It reports to the Outlets Supervisor.

Key responsibilities

• Update daily operational feedback and prepare cashiering and operational forms.
• Handle cash accurately and follow Raffles and accounting procedures.
• Know menus, wine and beverage lists, promotions, specials and hotel services, and check daily with the Culinary team about unavailable items.
• Answer calls promptly using LQA standards, take orders accurately with personalised recommendations and effective upselling.
• Follow POS and cashiering procedures so delivery times meet service standards.
• Keep the Order Taker cabin and pantry clean, organised and fully prepared.
• Support colleagues on the floor during busy periods and help other outlets, including extended hours at peak times.
• Process beverage and store requisitions through Future Log and record guest preferences, sharing them with guests and the Supervisor/Manager.
• Report guest complaints and service concerns promptly, following service recovery standards.
• Take initiative when the Supervisor or Manager is absent and comply with LQA, HACCP, hygiene, health and safety and Raffles SOPs.

Required profile

• Minimum 1-2 years in In-Room Dining, F&B or a similar guest-facing hotel position; luxury hotel experience preferred.
• Experience in order taking, telephone etiquette, cashiering and POS operations, and handling guest requests, complaints and service recovery.
• Secondary education or a relevant Bachelor's degree.
• Ability to work well during high-volume operations, extended hours and changing requirements.

Required skills

• Good English verbal, reading and writing, and strong communication and problem-solving skills.
• Computer and administrative skills, with working knowledge of Microsoft Word, Excel, PowerPoint and hotel POS systems.
• Familiarity with LQA, HACCP and hygiene standards is an advantage.

What we offer

• Complimentary upgrades and extended stays.
• Discounted stays across Fairmont and Raffles properties.
• Dining and wellness discounts and other perks.