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As a Room Service Order Taker, you will be responsible for providing exceptional guest service by efficiently handling in-room dining orders and ensuring a seamless experience for our Guests. You will act as the main point of contact for guests placing room service orders, ensuring accuracy, professionalism, and prompt communication with the kitchen and service teams. Specifically, you will be responsible for performing the following tasks to the highest standards:
Answer room service calls promptly, courteously, and professionally.
Accurately take and process food and beverage orders according to guest preferences.
Provide detailed information regarding menu items, ingredients, and promotions.
Upsell menu items and promotions to maximize revenue opportunities.
Coordinate with the kitchen and service teams to ensure timely preparation and delivery of orders.
Monitor order status and follow up to ensure guest expectations are met.
Handle guest inquiries, requests, complaints, and special dietary requirements efficiently.
Maintain accurate records of orders, billing, and transactions.
Ensure all guest requests are communicated effectively to the relevant departments.
Adhere to Hilton brand standards, food safety requirements, and company policies at all times.
A Room Service Order Taker serving Hilton brands is always working on behalf of our Guests and alongside other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Previous experience in Food & Beverage service, guest service, or a similar role preferred.
Excellent telephone etiquette and communication skills.
Strong customer service orientation with a passion for hospitality.
Positive attitude and professional demeanor.
Good organizational and multitasking skills.
Attention to detail and accuracy when processing orders.
Ability to work effectively under pressure in a fast-paced environment.
Good computer literacy and ability to use POS systems.
Ability to work both independently and as part of a team.
Flexible approach to work, including shifts, weekends, and public holidays.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Previous experience within the hospitality industry.
How We’ll Help You Thrive
At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
Mental health resources – Your wellbeing comes first. Through our Care for All hub, we provide resources to help our Team Members to care for themselves and their loved ones. In many countries, eligible Team Members receive free counseling and support through our Employee Assistance Program (EAP).
*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
