In-Room Dining Coordinator

Your Key Responsibilities & Contribution Will Be:

• Answering all telephone calls and prioritizing these calls.
• Directly dealing with guest requests and orders that must be done courteously, efficiently, and promptly.
• Having good knowledge of in-room dining menus and ongoing promotions and offerings in other F&B outlets.
• Providing recommendations and suggestions to guests upon requests.
• Being knowledgeable of all services, facilities, and products offered by the hotel.
• Considering the satisfaction of all guests by ensuring prompt, courteous, and efficient service at all times.
• Paying attention to guest orders and knowing the menu thoroughly.
• Writing down all information clearly and highlighting special requests.
• Communicating with the kitchen regarding menu questions, the length of wait, and product availability.
• Giving approximate delivery time to the guest according to the time evaluation system established by the Outlet Manager and the Sous Chef.
• If the order has not been sent up by the time, placing a call to the guest to apologize and to re-evaluate the delivery time.
• Ensuring correct posting in the POS system for communication to the service and kitchen department, including all information including allergen and dietary requirements.
• Assisting the department to drive guest satisfaction by providing consistent guest experiences.
• Coordinating IRD Waiter/Waitress and the butlers.
• Reporting positive and constructive guest feedback to the manager.
• Promptly handling guest queries, complaints, and all issues in a professional manner.
• Having the knowledge and understanding to explain and perform upselling all items offered by the department assigned, as well as offering alternatives or suggestions to guests.
• Ensuring proper handover is given to the next shift and also to the IRD manager.
• Reporting cleanliness and maintenance issues to the immediate supervisor.
• Ensuring that the IRD office and surrounding area is kept clean and organized at all times.
• Ensuring proper appearance and grooming while on duty.
• Performing any other reasonable duties and responsibilities as assigned.

Qualifications

What You Will Need to Do This Role:

Essential:

• Ability to communicate with the guests and anticipate their needs.
• Ability to smile and diffuse anger naturally.
• Should have very good telephone etiquettes.
• Have an enthusiastic and positive personality.
• Profound knowledge of customer service.
• Knowledge of food and beverage products.

Desirable:

• Hotel Management diploma holder or similar qualification.
• 2 to 3 years’ experience in a similar role in a similar 5* hotel.

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

Additional Information

What’s in It for You?

• Competitive salary, pension, and life assurance
• 31–33 days of holiday (including public holidays)
• Cashback for wellbeing/healthcare expenses & Perkbox
• Exclusive discounts:
  • Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included)
  • 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants
  • 20% off at other Gordon Ramsay restaurants and Restaurant 1890
• Free stay at The Savoy after probation
• Colleague restaurant, interfaith prayer room, and wellness room
• Laundry services for all colleagues
• Gym access, cycle-to-work scheme, and Virgin Active membership discount
• Season ticket loan for commuting
• Employee assistance program
• English classes, optician reimbursements, and local discounts for F&B and retail

Job-Category: Food & Beverage

Job Type: Permanent

Job Schedule: Full-Time