Job Description/Specification:
Raffles & Fairmont Doha is seeking a customer-focused In-Room Dining Order Taker to deliver exceptional luxury dining experiences by managing guest food and beverage orders with accuracy, professionalism, and personalized service. This role is responsible for handling in-room dining calls, assisting guests with menu selections, coordinating with kitchen and service teams, and ensuring every order is delivered efficiently and to the highest hospitality standards.
This position is ideal for hospitality professionals with previous food and beverage or room service experience who excel in communication, multitasking, and guest service.
About Raffles & Fairmont Doha
Located within the iconic Katara Towers, Raffles Doha and Fairmont Doha unite two internationally recognized luxury hospitality brands.
- Raffles Hotels & Resorts, established in 1887, is renowned for timeless elegance, bespoke luxury, and exceptional personalized service.
- Fairmont Hotels & Resorts operates over 90 luxury properties worldwide, delivering memorable guest experiences through world-class hospitality.
Together, they offer an inspiring workplace where colleagues are empowered to grow, innovate, and create extraordinary guest experiences.
About This Role
As an In-Room Dining Order Taker, you will be the primary point of contact for guests requesting room service. You will answer dining calls, provide menu recommendations, accurately process food and beverage orders, communicate dietary requirements, coordinate with kitchen and service teams, and ensure guests receive prompt, personalized, and memorable service.
Key Responsibilities
Guest Order Management
- Answer in-room dining calls promptly and professionally.
- Accurately record guest food and beverage orders.
- Confirm room numbers, order details, and special requests.
- Verify order accuracy before submission.
Guest Service
- Assist guests with menu selections and recommendations.
- Explain menu items, ingredients, and preparation methods.
- Answer guest questions regarding food, beverages, and hotel dining services.
- Handle guest requests and complaints courteously and efficiently.
- Follow up on orders to ensure complete guest satisfaction.
Order Processing
- Enter food and beverage orders accurately into the POS system.
- Record guest preferences and special instructions.
- Communicate dietary restrictions and allergy information to the kitchen.
- Maintain accurate order records.
Coordination
- Coordinate with:
- Kitchen staff
- Room service attendants
- Food & Beverage team
- Ensure timely preparation and delivery of guest orders.
- Monitor order progress and resolve service delays when necessary.
Sales & Upselling
- Recommend menu specialties and daily promotions.
- Upsell food and beverage items when appropriate.
- Promote additional dining options to enhance the guest experience.
Quality & Compliance
- Follow hotel service standards and luxury hospitality procedures.
- Maintain hygiene and food safety standards.
- Ensure professional telephone etiquette at all times.
- Support smooth communication between departments.
Minimum Requirements
Education
- High School Diploma or equivalent.
Experience
- Previous experience in:
- In-Room Dining
- Room Service
- Food & Beverage
- Restaurant Service
- Similar hotel hospitality role
Language Requirements
- Good spoken and written English.
- Additional language skills are an advantage.
Technical Skills
- In-Room Dining Operations
- Room Service
- Food & Beverage Service
- Menu Knowledge
- POS Systems
- Order Processing
- Telephone Etiquette
- Guest Relations
- Order Coordination
- Upselling Techniques
- Customer Service
- Basic Computer Skills
- Hospitality Operations
Core Competencies
- Customer Service Excellence
- Verbal Communication
- Telephone Communication
- Attention to Detail
- Accuracy
- Time Management
- Organization Skills
- Teamwork
- Multitasking
- Professionalism
- Problem Solving
- Positive Attitude
- Adaptability
- Guest Focus
- Interpersonal Skills
Work Environment
The successful candidate should be able to:
- Work efficiently in a fast-paced luxury hotel environment.
- Handle multiple guest requests simultaneously.
- Work flexible shifts, including weekends and public holidays.
- Maintain professionalism under pressure while delivering exceptional guest experiences.
Employee Benefits
Employees at Raffles & Fairmont Doha enjoy a premium benefits package, including:
- Complimentary room upgrades
- Extended complimentary stays
- Discounted accommodation across Fairmont & Raffles hotels
- Dining and wellness discounts
- Career development opportunities
- Luxury hospitality work environment
- International career growth within the Accor network
Company Values
Successful candidates are expected to embody the organization's core values:
- Respect – Treat everyone with fairness and dignity.
- Excellence – Deliver genuine, memorable service.
- Belonging – Foster an inclusive and collaborative workplace.
- Empowerment – Take initiative to create exceptional guest experiences.
- Integrity – Build trust through authenticity and professionalism.