In Room Dining Order Taker

In Room Dining Order Taker

Location: RIXOS PHU QUOC ISLAND VIETNAM, Phu Quoc, Vietnam

Region: Luxury & Lifestyle

Company Description Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

Position Overview The IRD Order Taker is responsible for handling all In-Room Dining orders efficiently and professionally, ensuring accurate communication between guests, kitchen, and service teams. The role aims to deliver a seamless, personalized, and luxury dining experience that reflects Rixos service standards and maximizes guest satisfaction.

Key Responsibilities

• Order Taking & Guest Communication

• Answer all In-Room Dining calls promptly and in accordance with Rixos brand standards.

• Take food & beverage orders accurately, repeat orders for confirmation, and use guest names whenever appropriate.

• Provide clear information on menu items, promotions, delivery times, and hotel facilities.

• Apply effective upselling techniques to enhance guest experience and revenue.

• Order Coordination & Accuracy

• Input orders correctly into the POS system and open/close checks accurately.

• Coordinate closely with Kitchen, IRD service staff, and relevant departments to ensure timely delivery.

• Monitor order progress and proactively follow up on delays or special requests.

• Follow standard procedures for long-stay guests and VIP preferences.

• Service Excellence & Guest Satisfaction

• Maintain a warm, professional, and courteous telephone manner at all times.

• Handle guest concerns or complaints professionally and escalate when necessary.

• Maintain confidentiality of all guest and company information.

• Ensure all service interactions align with Rixos luxury service culture (“Rixellence”).

• Operational & Administrative Support

• Maintain cleanliness and organization of the IRD order taker station.

• Attend daily briefings, training sessions, and departmental meetings as scheduled.

• Stay informed about hotel events, banquets, promotions, and daily activities.

• Assist with task force duties for new openings or special operations as assigned.

• Carry out any other reasonable duties as requested by management.

• Standards, Safety & Compliance

• Ensure full compliance with HACCP and food safety standards.

• Adhere to all Rixos policies, SOPs, and ISO Integrated Management Systems (ISO 9001, 14001, 22000, 10002).

• Follow hotel health, safety, emergency, and data protection procedures at all times.

• Actively support quality improvement, sustainability, and guest satisfaction initiatives

Qualifications

• Qualifications & Experience

• University degree or diploma in Hospitality, Tourism, or related field preferred.

• Minimum 1 year of experience in a similar role, call center, telephone operator, or F&B service environment.

• Experience in a 4–5 star hotel or luxury resort is an advantage.

• Excellent communication and telephone etiquette.

• Strong attention to detail and multitasking ability.

• Good computer and POS system skills.

• Guest-oriented mindset with strong problem-solving skills.

• Ability to work under pressure in a 24-hour operation.

• Good command of English; additional languages are an advantage.

• Flexible to work shifts, weekends, and public holidays.

• Additional Information

• What awaits you...

• The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.

• The ability to challenge the norm and work in an environment that is both creative and rewarding.

• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.

• A competitive package and plenty of development opportunities.