Order Taker – ROOM Service

Order Taker – Room Service

As a member of the Room Service team, the Order Taker will be responsible for providing sophisticated telephone service to room service guests in accordance with the brand's established standards in products and services and its certifiers.

Brief description of activities:

• Maintain complete and updated knowledge of all departmental policies, procedures, and standards in products and services of the hotel;
• Ensure that the brand's standards and its certifiers are maintained at a superior level in your daily activities;
• Provide telephone service to guests and receive room service requests with courtesy and efficiency;
• Process all telephone calls in accordance with the standards established by the hotel, the brand, and its certifiers;
• Confirm orders accurately before entering them into the POS system;
• Perform the correct entry of orders into the POS system and ensure that it is distributed appropriately to all involved areas (in the POS itself and kitchens);
• Provide general information and assistance to all guests upon request;
• Anticipate guest needs, promptly responding to their requests;
• Maintain complete knowledge of all features/services of the hotel;
• During the order, assist guests with menu selection, make recommendations, and provide clarifications about the composition of dishes, preparation methods, and others;
• Maintain complete and updated knowledge about the room service and minibar menu, including the availability of daily items and seasonal services/products;
• Promote the upselling of products and services during the order;
• Document all requirements with guest orders through Knowcross platforms;
• Follow up, report, and seek solutions from guest suggestions (feedback), ensuring their satisfaction and aiming for the continuous improvement of the services offered by the POS;
• Ensure that all requested items are delivered in a correct and professional manner;
• Prepare the (s) account (s) for presentation to the guest (s) together with the delivery of the (s) order (s);
• Perform consumption entries in the accounts of the apartments/guests;
• Perform the closing of the POS cash register – all activities related to the conference of entries / closing of accounts during your shift;
• Keep your workplace clean and organized;
• Comply with all health and safety protocols established for your position;
• Comply with all food safety protocols established for your position;
• Communicate pertinent information about guests to designated departments/employees and areas related to the POS;
• Assist all departments/executives in obtaining adequate information about groups, inventory, and guest information and respective consumptions in the POS;
• Other activities determined by your immediate superior and/or as needed by the department.

General skills:

• Passion for serving;
• Engagement;
• Commitment;
• Organization;
• Good level of communication and interaction with individuals and small groups;
• Attention to detail, speed, and precision in the development of activities;
• Need for minimal supervision;
• Result orientation: understanding the needs of the business, guests, and customers;
• Work cohesively with colleagues, as part of a team and with minimal supervision;
• Maintain confidentiality of guest information, clients, business-related data, and respective brands.

Education:

• High school diploma completed;
• Desirable complete or ongoing higher education in tourism and hospitality.

Languages:

• Proficiency in communication in Portuguese: conversation, writing, and reading (mandatory);
• Proficiency in communication in English: conversation, writing, and reading (mandatory).

Technical qualifications:

• Microsoft tools: Word, Outlook;
• Knowledge of LQA standards.

Additional information:

• Employment regime: CLT;
• Work schedule: 5:00 PM to 12:55 AM;
• Work schedule: Operational (weekly rest planned in schedule);
• On-site activity;
• Medical plan;
• Dental plan;
• Group life insurance;
• Transportation allowance;
• Meal allowance (Ifood card);
• On-site dining;
• Uniform;
• Service charge (tip);
• Day off (birthday off);
• Special rates for the use of the company's accommodation services and outlets.

**FRAUD ALERT**

Dear Candidates,

We have learned that some individuals, acting in bad faith, have been posing as recruiters and offering employment contracts on behalf of TIVOLI MOFARREJ SÃO PAULO and SEEN SÃO PAULO.

These requests have been made by third parties who use email accounts containing the name of our brands to request potential candidates to send their document numbers and even payments for the respective services.

For this reason, we clarify that Tivoli Hotels & Resorts does not request any form of payment, acquisition of products and/or services from candidates for job vacancies.

Best regards,

Recruitment & Selection Team TIVOLI MOFARREJ SÃO PAULO Alameda Santos 1.437, Cerqueira César, São Paulo, Brazil, 01419-001. T: +55(11) 3146-5900 | E: recrutamento.tspm@tivolihotels.com