Luxury In-Room Dining Concierge in London

The Savoy is one of the world's most iconic hotels, blending rich history with innovation and a reputation for outstanding service excellence. We pride ourselves on creating special memories for our guests by delivering the very best in five-star luxury hospitality.

Your purpose will be: As an In-Room Dining Coordinator, you will be responsible for coordinating all service requirements addressed to the Room Service department, primarily taking guest orders over the telephone or verbally, processing these orders accurately and timely using the POS terminal.

You will be accountable for:

• Communicating with various other departments, using Micros & RMS app for room clearance, room changes, checking status of the rooms and amenity delivery.
• Printing daily reports.
• Updating VIP list.
• Assisting the department with any other administration and duties as requested.
• Assisting the IRD manager with achieving high scores on various guest satisfaction surveys.

Your key responsibilities & contribution will be:

• Answering all telephone calls and prioritising these calls.
• Directly dealing with guest requests and orders courteously, efficiently, and promptly.
• Having good knowledge of in-room dining menus and ongoing promotions.
• Providing recommendations and suggestions to guests upon request.
• Being knowledgeable of all services, facilities, and products offered by the hotel.
• Ensuring prompt, courteous, and efficient service at all times.
• Writing down all information clearly and highlighting special requests.
• Communicating with the kitchen regarding menu questions, the length of wait, and product availability.
• Giving approximate delivery time to the guest according to the time evaluation system established by the Outlet Manager and the Sous Chef.
• Ensuring correct posting in the POS system for communication to the service and kitchen department, including all information such as allergen and dietary requirements.
• Coordinating IRD Waiters/Waitresses and the butlers.
• Promptly handling guest queries, complaints, and all issues in a professional manner.
• Ensuring proper handover is given to the next shift and to the IRD manager.
• Reporting cleanliness and maintenance issues to the immediate supervisor.
• Ensuring that the IRD office and surrounding area is kept clean and organized at all times.
• Performing any other reasonable duties and responsibilities as assigned.

What you will need to do this role:

• Ability to communicate with guests and anticipate their needs.
• Ability to smile and diffuse anger naturally.
• Very good telephone etiquette.
• Enthusiastic and positive personality.
• Profound knowledge of customer service.
• Knowledge of food and beverage products.
• 2 to 3 years’ experience in a similar role in a 5* hotel.

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to meet the needs of our guests and colleagues.

What’s in it for you?

• Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included).
• 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants.
• 20% off at other Gordon Ramsay restaurants and Restaurant 1890.
• Colleague restaurant, interfaith prayer room, and wellness room.
• Laundry services for all colleagues.
• Local discounts for F&B and retail.