Temporary IRD Order Taker (Union)

About the role

As an In Room Dining Order Taker, you will be the first point of contact for guests placing in-room dining orders. You will combine warm telephone service, detailed menu knowledge and precise order entry to ensure each request is understood, communicated and delivered to The Carlyle standards. You will also coordinate special requests, dietary needs, amenities, payment processing and guest follow-up with care and discretion.

Responsibilities

• Answer calls promptly using established telephone etiquette, accurately capture guest and room details, and clearly communicate expected delivery times.
• Guide guests through menu and beverage selections, make informed recommendations, suggest food and wine pairings, and use thoughtful up-selling techniques.
• Enter orders and payments accurately in MICROS, document special instructions, issue guest checks, complete required reports and maintain order records.
• Communicate allergies, dietary restrictions, unavailable items and special requests to the Chef and Manager on duty, taking ownership through completion.
• Coordinate amenities, cakes, flowers, tray and table pick-ups, and requests involving other departments while maintaining accurate logs and timely follow-up.
• Monitor service timing, notify guests and management of delays, conduct guest call-backs within established hours, and support quality control, cleanliness and safety standards.

Qualifications

• Prior room service or in-room dining order-taking experience, ideally within a luxury hospitality environment.
• Communicate clearly and warmly in English, and additional language fluency is welcomed.
• Confident using hotel point-of-sale and property-management systems to manage orders, amenities, guest preferences and notes.
• Detail-oriented, organized and accurate, even when handling several calls, priorities or changing tasks at once.
• Remain calm, use sound judgment and respond professionally when resolving guest or operational concerns.
• Collaborative, flexible and discreet team member who understands luxury service and protects confidential guest and hotel information.