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.
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