In Room Dinning, Telephone Sales Agent (Seasonal)

About the role

The Telephone Sales Agent is responsible for taking dining orders in accordance with the hotel’s Forbes 5 Star service standards, ensuring accuracy and guest satisfaction. Working as part of the Food and Beverage team, the role involves answering multiple phone lines professionally, explaining menu items to guests, inputting orders into the POS system, posting charges to guest folios, and ensuring accurate communication of orders to the kitchen and servers. The position also tracks orders to meet delivery and pick-up service standards and collaborates with the food and beverage team to enhance guest, owner, and colleague satisfaction while maximizing departmental financial performance.

Responsibilities

• Answer multiple phone lines within the required number of rings and address guests by name in a clear, professional manner.
• Explain menu items and provide recommendations to guests.
• Input guest orders accurately into the POS system and ensure proper posting of charges to guest folios.
• Communicate orders clearly to the kitchen and confirm receipt with servers.
• Settle checks to the correct guest folio and maintain accountability for all transactions in accordance with hotel and accounting standards.
• Track orders to ensure service standards for delivery and pick-up are met.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Inspect stations to ensure setups meet department standards.
• Maintain complete knowledge of scheduled daily activities, in-house groups, house count, hotel extension numbers, and cell/radio communications.
• Operate the POS system and follow manual system procedures.
• Maintain pars and equipment to successfully accomplish room service tasks.
• Complete assigned side work as directed by management.
• Wear proper uniform, nametag, and Forbes pin at all times.
• Stay informed about hotel history, daily meetings, events, VIP guests, daily specials, and wines by the glass.
• Follow schedule, side work, and station assignments.
• Participate in shift staff roll call briefings.
• Follow recycling standards and contribute to the company’s zero waste initiatives.
• Use utilities and resources responsibly to control wastage.
• Communicate relevant information to the department, line manager, and other departments as needed.
• Comply with safe working practices, health and safety policies, and report accidents or defects immediately.
• Attend learning and development courses and complete eLearning modules as required.

Requirements

• Familiarity with all hotel services, features, and local attractions/activities to respond to guest inquiries accurately.
• Maintain up-to-date knowledge of Food & Beverage outlet menus and any changes.
• Ensure compliance with local and company sanitation standards.
• Strive for continuous improvement and excellence in all areas of responsibility.