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Room Service Order Taker

Location: Miami
Posted on: May 28, 2023

Job Description:

Job Details


Job Location
Biltmore Hotel - Coral Gables, FL

Remote Type

Position Type
Part Time

Education Level
High School

Salary Range

Travel Percentage

Job Shift

Job Category
Hospitality - Hotel


Position Summary

The Position involves high guest contact and presents the first point of contact to In-Room Dining for all guests. Takes guest orders via phone, inputs Food and Beverage orders through Refine, coordinates guest amenities, and organizes guest table pick-ups on completion of meals in a timely manner. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP'S).


  • Up -sell Food and Beverage by making well Informed and eloquent suggestions.
  • Collect Payments and Pay Gratuities. Maintain a high standard of sanitation and cleanliness.
  • Apply at all times our LQA Standards.
  • Accurately take guest orders by phone, ensure that guest name, room number, time of guest order and delivery timings are clearly registered. Follow established phone courtesy standards and actively sell food and beverage using up-selling techniques.
  • Input guest orders in Refine and issue guest check for each order.
  • Ensure all special guest requests are very well explained to the kitchen via refine program. In case of guests with dietary restrictions inform the Manager on duty and the Chef.
  • Make recommendations and suggestions regarding all menu items. Offer information on all menu items, beverage items and help guest with food and wine pairings, advise guest with approximate time frame for preparation, delivery and answer any other general guest questions.
  • Monitor guest orders and ensure that all guest orders are delivered within the quoted time.
  • Coordinate guest amenities and follow up with front desk and Housekeeping of any room changes, cancelations, do not disturb rooms.
  • Maintain the pick-up log and follow up with service staff for tray pick-ups.
  • Calculate, monitor and pay gratuities to food and beverage employees.
  • Conduct shift end reports and forward them to the accounting department.
  • Take ownership within reason of any special guest request or guest complaints and if needed refer to Manager on duty.
  • Deliver a memorable experience for guests.
    Experience and Education Required
    High School Diploma is required

    None required

    Skills Required

    • Must be able to:
      • Speak, read, write and understand the English language.
      • Compute accurate mathematical calculations.
      • Provide legible communication and directions.
      • Perform job functions with attention to detail, speed and accuracy.
      • Prioritize and organize.
      • Think clearly, remaining calm and resolving problems using good judgment.
      • Follow directions thoroughly.
      • Understand guest's service needs.
      • Work cohesively with co-workers as part of a team.
      • Work with minimal supervision.
      • Maintain confidentiality of guest information and pertinent resort data.
      • Use a computer keyboard and possess basic typing skills.
      • Possess moderate to advanced computer skills.
      • Work in a dynamic and constantly changing environment.
      • Adept to multitasking.
      • Coaching and Developing Others
      • Developing and Building Teams
      • Getting Information

        Physical Demands

        • Must be able to:
          • Move, lift, carry, push, pull, and place objects weighing less than or equal to 60 pounds without assistance
          • Stand, sit, or walk for an extended period of time or for an entire work shift
          • Reach overhead and below the knees, including bending, twisting, pulling, and stooping
          • Use, carry, and operate all necessary office equipment using finger dexterity.
          • Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
          • Visually look at a computer for extended periods of time.
          • Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Keywords: BILTMORE HOTEL LIMITED, Miami , Room Service Order Taker, Other , Miami, Florida

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