RSOT

Job Purpose

The Room Service Order Taker (RSOT) is responsible for delivering a seamless in-room dining experience by courteously receiving guest orders, accurately entering them into the system, coordinating with the kitchen and service team, and ensuring timely and personalized service in line with five-star hospitality standards.

Key Responsibilities

Guest Interaction & Order Management

• Answer room service calls promptly, professionally, and courteously, using the hotel’s standard telephone etiquette.
• Take accurate food and beverage orders, including special requests, dietary preferences, and allergies.
• Provide detailed menu knowledge, make suitable recommendations, and upsell when appropriate.
• Repeat orders clearly to guests to ensure accuracy and guest satisfaction.

Order Processing & Coordination

• Enter orders accurately into the POS system following established procedures.
• Coordinate with the kitchen, bar, and room service attendants to ensure timely preparation and delivery.
• Monitor order status and proactively update guests in case of delays.
• Ensure all orders comply with hotel quality, presentation, and service standards.

Service Quality & Guest Satisfaction

• Handle guest queries, complaints, or concerns politely and efficiently, escalating when necessary.
• Follow up with guests after service to ensure satisfaction.
• Maintain a calm, professional, and friendly demeanor at all times.

Administrative & Operational Duties

• Maintain proper records of orders, billing, and guest preferences.
• Ensure billing accuracy and adherence to hotel financial procedures.
• Assist in maintaining cleanliness and organization of the room service desk area.
• Follow hotel policies related to hygiene, safety, and confidentiality.

Qualifications & Experience

• Graduate or Diploma in Hotel Management / Hospitality preferred.
• Minimum 1–2 years of experience in room service or food & beverage service in a four- or five-star hotel.
• Freshers with strong communication skills and hospitality training may also be considered.

Skills & Competencies

• Excellent verbal communication skills in English; knowledge of Hindi is an advantage.
• Strong customer service orientation with attention to detail.
• Ability to multitask and work efficiently under pressure.
• Good knowledge of food, beverages, and service etiquette.
• Basic computer skills and familiarity with POS systems.
• Pleasant personality with a professional grooming standard.

Working Conditions

• Shift-based role, including night shifts, weekends, and public holidays.
• Fast-paced environment requiring high levels of accuracy and guest interaction.

Key Performance Indicators (KPIs)

• Order accuracy and timeliness
• Guest satisfaction scores
• Upselling success
• Adherence to SOPs and service standards

Job Types: Full-time, Permanent

Pay: ₹204,000.00 - ₹228,000.00 per year

Benefits:

• Flexible schedule
• Food provided
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person