In-Room Dining Coordinator, The Savoy Hotel in London

Your Purpose

As an IRD Coordinator, you will coordinate all service requirements for the Room Service department, primarily responsible for taking guest orders over the telephone or verbally, processing these orders accurately and timely using the POS terminal, and communicating with the supervisor, butler and chef on duty regarding the orders and any special requests.

Accountable For

• Communicating with various departments using the Micros & RMS app for room clearance, room changes, checking room status and amenity delivery.
• Printing daily reports.
• Updating the VIP list.
• Assisting the department with administration duties as requested.
• Assisting the IRD manager in achieving high scores on guest satisfaction surveys, recognizing repeat guests and following standard procedures.

Key Responsibilities & Contributions

• Answering all telephone calls and prioritising them.
• Directly handling guest requests and orders courteously, efficiently and promptly.
• Having good knowledge of IRD menus and ongoing promotions, and offering alternatives from other F&B outlets.
• Providing recommendations and suggestions to guests upon request.
• Being knowledgeable of all hotel services, facilities and products.
• Ensuring guest satisfaction through prompt, courteous and efficient service.
• Paying close attention to guest orders and knowing the menu thoroughly.
• Writing down all information clearly and highlighting special requests.
• Communicating with the kitchen regarding menu questions, wait times and product availability.
• Providing approximate delivery times to guests according to the established evaluation system.
• Apologising and re-evaluating delivery time if an order has not been sent up on time.
• Ensuring correct posting in the POS system with all required information, including allergens and dietary requirements.
• Assisting the department in driving guest satisfaction by providing consistent experiences.
• Coordinating IRD staff and butlers.
• Reporting positive and constructive guest feedback to the manager.
• Handling guest queries, complaints and all issues professionally.
• Upselling items and offering alternatives or suggestions as required.
• Providing proper handover to the next shift and to the IRD manager.
• Reporting cleanliness and maintenance issues to the supervisor.
• Maintaining a clean and organised IRD office and surrounding area.
• Maintaining proper appearance and grooming while on duty.
• Performing any other reasonable duties and responsibilities as assigned.

Qualifications

Essential

• Ability to communicate with guests and anticipate their needs.
• Ability to smile and diffuse anger naturally.
• Good telephone etiquette.
• Enthusiastic and positive personality.
• Profound knowledge of customer service.
• Knowledge of food and beverage products.

Desirable

• Hotel Management diploma holder or similar qualification.
• 2 to 3 years’ experience in a similar role in a 5-star hotel.

We recognize flexibility and multi-skilling; you may be asked to perform different tasks to meet guest and colleague needs.

Benefits

• Competitive salary and pension.
• Accrued holidays.
• Exclusive discounts:
• Friends & family rates at Savoy, Fairmont, Raffles, and Accor hotels.
• 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.
• Gym access.
• Local discounts for F&B and retail.