Company Description
Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.
Job Description
Position Overview
The IRD Order Taker is responsible for handling all In-Room Dining orders efficiently and professionally, ensuring accurate communication between guests, kitchen, and service teams. The role aims to deliver a seamless, personalized, and luxury dining experience that reflects Rixos service standards and maximizes guest satisfaction.
Key Responsibilities
Order Taking & Guest Communication
- Answer all In-Room Dining calls promptly and in accordance with Rixos brand standards.
- Take food & beverage orders accurately, repeat orders for confirmation, and use guest names whenever appropriate.
- Provide clear information on menu items, promotions, delivery times, and hotel facilities.
- Apply effective upselling techniques to enhance guest experience and revenue.
Order Coordination & Accuracy
- Input orders correctly into the POS system and open/close checks accurately.
- Coordinate closely with Kitchen, IRD service staff, and relevant departments to ensure timely delivery.
- Monitor order progress and proactively follow up on delays or special requests.
- Follow standard procedures for long-stay guests and VIP preferences.
Service Excellence & Guest Satisfaction
- Maintain a warm, professional, and courteous telephone manner at all times.
- Handle guest concerns or complaints professionally and escalate when necessary.
- Maintain confidentiality of all guest and company information.
- Ensure all service interactions align with Rixos luxury service culture (“Rixellence”).
Operational & Administrative Support
- Maintain cleanliness and organization of the IRD order taker station.
- Attend daily briefings, training sessions, and departmental meetings as scheduled.
- Stay informed about hotel events, banquets, promotions, and daily activities.
- Assist with task force duties for new openings or special operations as assigned.
- Carry out any other reasonable duties as requested by management.
Standards, Safety & Compliance
- Ensure full compliance with HACCP and food safety standards.
- Adhere to all Rixos policies, SOPs, and ISO Integrated Management Systems (ISO 9001, 14001, 22000, 10002).
- Follow hotel health, safety, emergency, and data protection procedures at all times.
- Actively support quality improvement, sustainability, and guest satisfaction initiatives
Qualifications
Qualifications & Experience
- University degree or diploma in Hospitality, Tourism, or related field preferred.
- Minimum 1 year of experience in a similar role, call center, telephone operator, or F&B service environment.
- Experience in a 4–5 star hotel or luxury resort is an advantage.
- Excellent communication and telephone etiquette.
- Strong attention to detail and multitasking ability.
- Good computer and POS system skills.
- Guest-oriented mindset with strong problem-solving skills.
- Ability to work under pressure in a 24-hour operation.
- Good command of English; additional languages are an advantage.
- Flexible to work shifts, weekends, and public holidays.
Additional Information
What awaits you...
- The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.
- The ability to challenge the norm and work in an environment that is both creative and rewarding.
- Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
- A competitive package and plenty of development opportunities.
