Grand Hotel (Bombay) Pvt. Ltd.
Website:
grandhotels.in
Job details:
Company Description
Grand Hotel (Bombay) Pvt. Ltd., established in 1922 by Mr. Shapurji Sorabji, is a renowned hospitality company with two distinctive properties. The flagship Grand Hotel, Mumbai, designed by renowned architect George Wittet, is a landmark heritage hotel in South Mumbai. The second property, Valley View Grand Resort, Panhala, offers a serene mountain-top retreat with panoramic views, providing an ideal destination for leisure, celebrations and corporate stays.
The company is committed to providing warm, consistent and personalized service while maintaining the highest standards of guest comfort and hospitality across its properties.
Position Summary
This is a full-time, on-site role for a Room Service – Order Taker, responsible for efficiently handling guest room service orders, coordinating with the kitchen and service team, and ensuring timely and accurate delivery of guest requests. The ideal candidate should have excellent communication skills, a pleasant telephone manner and a strong understanding of hospitality service standards. The candidate will be responsible for accurately recording orders, communicating special requirements to the kitchen and following up to ensure guest satisfaction.
Experience
1–3 years of relevant experience in Room Service, F&B Service, Order Taking, Restaurant or Hotel Operations
A degree or diploma in Hotel Management / Hospitality will be an added advantage.
Key Responsibilities
- Receive and accurately record room service orders over the telephone.
- Communicate clearly and professionally with guests while taking orders.
- Have thorough knowledge of the menu, ingredients, portion sizes, preparation times and pricing.
- Answer guest queries regarding menu items, preparation methods, cuisines and available options.
- Provide information regarding wines and other beverages, including basic knowledge of origin, style and characteristics.
- Confirm guest room number, order details, special requests and estimated delivery time before closing the order.
- Accurately enter all orders into the POS system and ensure correct billing information.
- Communicate allergies, dietary restrictions, special meal requirements and guest preferences clearly to the kitchen.
- Coordinate closely with the kitchen and Room Service team to ensure orders are prepared and delivered within the promised time.
- Follow up on pending orders and place call-backs to guests wherever required.
- Proactively inform guests and the concerned manager of any delay or change in expected delivery time.
- Handle guest queries, complaints and service requests professionally and escalate issues to the supervisor or manager when required.
- Monitor order status and ensure that guest requests are followed through until completion.
- Process payments through approved payment methods and ensure accurate posting in the POS system.
- Prepare and complete daily closing reports and POS reports as required.
- Maintain proper records of room service orders, guest requests and pending calls.
- Maintain cleanliness, organization and hygiene of the order-taking area.
- Ensure all guest interactions are handled with courtesy, professionalism and genuine hospitality.
- Follow established service standards, SOPs and quality assurance procedures.
- Maintain confidentiality of guest information and protect company property and assets.
- Coordinate with other departments wherever required to resolve guest requests efficiently.
- Perform any other reasonable duties assigned by the Supervisor or Manager.
Guest Service Responsibilities
- Welcome and acknowledge guests according to company standards.
- Answer telephone calls promptly using appropriate telephone etiquette.
- Listen carefully to guest requirements and respond in a clear, polite and professional manner.
- Anticipate guest needs and make appropriate suggestions wherever possible.
- Handle guest concerns with patience and a solution-oriented approach.
- Thank guests for their patronage and ensure a positive overall experience.
- Communicate effectively with colleagues and maintain positive working relationships.
- Assist the team in achieving departmental service and guest satisfaction goals.
Safety & Compliance
- Follow all company health, safety, security and hygiene policies and procedures.
- Report accidents, injuries, maintenance issues and unsafe working conditions to the Supervisor or Manager.
- Complete all required safety and service training.
- Maintain a clean, well-groomed and professional appearance at all times.
- Wear the prescribed uniform and name badge as per company standards.
- Maintain confidentiality of guest and company information.
- Protect hotel property, equipment and other company assets.
- Comply with all applicable food safety and hygiene standards.
Qualifications & Skills
- Excellent verbal communication and telephone etiquette.
- Strong customer service and guest-handling skills.
- Good knowledge of F&B service and menu terminology.
- Ability to understand and accurately communicate menu items and guest requirements.
- Basic knowledge of different cuisines, food ingredients and beverages.
- Ability to identify and properly communicate allergy and dietary requirements.
- Good knowledge of POS systems and basic computer operations.
- Strong attention to detail and accuracy while taking and entering orders.
- Ability to multitask and work effectively in a fast-paced hotel environment.
- Good coordination and teamwork skills.
- Strong problem-solving and guest complaint-handling abilities.
- Fluency in English and Hindi; knowledge of additional languages will be an advantage.
- Professional, courteous and service-oriented personality.
- Ability to work flexible shifts, including weekends, holidays and night shifts.
- Hotel Management / Hospitality qualification preferred.
Physical Requirements
- Ability to stand, sit or walk for extended periods during the shift.
- Ability to move, lift, carry, push and pull items weighing up to 10 kg where required.
- Ability to bend, reach, twist and move around the workplace as required.
- Ability to work effectively in a busy operational environment.
Reporting
Reports to: F&B Supervisor / F&B Manager
Preferred Candidate Profile
The ideal candidate should be a well-groomed, polite and service-oriented hospitality professional with excellent telephone etiquette and strong attention to detail. The candidate should be comfortable handling multiple guest requests simultaneously and coordinating effectively with the kitchen and Room Service team to ensure accurate, timely and personalized service. Prior experience in Room Service, Order Taking or Hotel F&B Operations will be preferred.
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