At a Glance
- Tasks: Coordinate in-room dining service, take guest orders, and ensure timely delivery.
- Company: Join a prestigious hotel known for exceptional service and guest satisfaction.
- Benefits: Competitive salary, generous holiday, wellness perks, and discounts at top restaurants.
- Other info: Flexible work environment with opportunities for personal and professional growth.
- Why this job: Be part of a dynamic team enhancing guest experiences in a luxury setting.
- Qualifications: Customer service skills and 2-3 years experience in a similar role required.
The predicted salary is between 30000 - 40000 £ per year.
Your purpose will be:
As an in room dining coordinator you will be responsible to co-ordinate all service requirements addressed to Room Service department, primarily responsible for taking guest orders over the telephone or verbally, processing these orders accurately and timely using the POS terminal. Making sure to communicate with the supervisor, butler and chef on duty regarding the orders and any special requests.
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 any other duties as and when requested.
- Assisting the IRD manager with achieving high scores on various guest satisfaction surveys, recognizing repeat guests and following standard procedures.
Your key responsibilities & contribution will be:
- Answering all telephone calls and prioritising these calls.
- Directly dealing with guest requests and orders that must be done courteously, efficiently and promptly.
- Having good knowledge of in room dining menus and on-going promotions and offering in other F&B outlets.
- Providing recommendations and suggestions to guests upon requests.
- Be knowledgeable of all services, facilities and products offered by the hotel.
- Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times.
- Pay attention to guest orders, and know the menu thoroughly.
- Write down all information clearly and highlight special requests.
- Communicate 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.
- If the order has not been sent up by time, placing a call to the guest to apologise and to re-evaluate the delivery time.
- Ensure correct posting in POS system for communication to the service and kitchen department, including all information including allergen and dietary requirements.
- Assist the department to drive guest satisfaction by providing consistent guest experiences.
- Coordinating IRD Waiter/ Waitress and the butlers.
- Report positive and constructive guest feedback to the manager.
- Promptly handle guest queries, complaints and all issues in a professional manner.
- Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
- Ensure proper handover is given to the next shift and also to the IRD manager.
- Report cleanliness and maintenance issues to the immediate supervisor.
- Ensure that the IRD office and surrounding area is kept clean and organized at all times.
- Ensure proper appearance and grooming while on duty.
- Perform any other reasonable duties and responsibilities as assigned.
Qualifications
What you will need to do this role:
- Ability to communicate with the guests and anticipate their needs.
- Ability to smile and diffuse anger naturally.
- Should have very good telephone etiquette.
- Have an enthusiastic and positive personality.
- Profound knowledge of customer service.
- Knowledge of food and beverage products.
- 2 to 3 years’ experience in similar role in a similar 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 enable us to meet the needs of our guests and colleagues.
Additional Information
What’s in it for you?
- Competitive salary, pension, and life assurance.
- 31–33 days of holiday (including public holidays).
- Cashback for wellbeing/healthcare expenses & Perkbox.
- 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.
- Free stay at The Savoy after probation.
- Colleague restaurant, interfaith prayer room and wellness room.
- Laundry services for all colleagues.
- Gym access, cycle-to-work scheme and Virgin Active membership discount.
- Season ticket loan for commuting.
- Employee assistance program.
- English classes, optician reimbursements, and local discounts for F&B and retail.
In-Room Dining Coordinator in London employer: FAIRMONT
As an In-Room Dining Coordinator at our prestigious hotel, you will be part of a dynamic team that prioritises exceptional guest experiences in a vibrant and supportive work environment. We offer competitive salaries, generous holiday allowances, and unique perks such as discounted stays at our luxury hotels and access to wellness facilities, ensuring your professional growth and personal well-being are at the forefront of our culture. Join us to thrive in a role where your contributions directly enhance guest satisfaction and where every day brings new opportunities for learning and development.
StudySmarter Expert Advice🤫
We think this is how you could land In-Room Dining Coordinator in London
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the hospitality industry. A personal recommendation can go a long way in landing that In-Room Dining Coordinator role.
✨Tip Number 2
Practice your phone skills! Since you'll be taking guest orders over the phone, it’s crucial to sound confident and friendly. Try role-playing with a mate to get comfortable with handling different types of calls.
✨Tip Number 3
Show off your knowledge! Brush up on the in-room dining menu and any ongoing promotions. When you get the chance to chat with hiring managers, drop some of that knowledge to impress them.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace In-Room Dining Coordinator in London
Some tips for your application 🫡
Show Off Your Communication Skills:As an In-Room Dining Coordinator, communication is key! Make sure your application highlights your ability to interact with guests and colleagues effectively. Use clear and concise language to demonstrate your telephone etiquette and customer service skills.
Know the Menu Inside Out:Familiarity with the in-room dining menu is crucial. In your application, mention any relevant experience you have with food and beverage products. This shows us that you’re ready to provide recommendations and suggestions to guests right from the get-go!
Be Detail-Oriented:Attention to detail is a must for this role. When writing your application, emphasise your ability to accurately process orders and manage special requests. We want to see that you can keep everything organised and ensure guest satisfaction.
Apply Through Our Website:We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at FAIRMONT
✨Know the Menu Inside Out
Before your interview, make sure you’re familiar with the in-room dining menu and any ongoing promotions. This will not only show your enthusiasm for the role but also help you answer questions about menu items and suggest recommendations during the interview.
✨Practice Your Telephone Etiquette
Since you'll be taking guest orders over the phone, practice your telephone etiquette. Role-play with a friend or family member to ensure you sound courteous and professional. This will help you feel more confident when discussing how you would handle guest interactions.
✨Demonstrate Your Customer Service Skills
Be prepared to share examples of how you've provided excellent customer service in previous roles. Think of specific situations where you went above and beyond to satisfy a guest's needs, as this will highlight your ability to anticipate and respond to guest requests effectively.
✨Show Your Team Spirit
The role requires communication with various departments, so be ready to discuss how you work well in a team. Share experiences where you collaborated with others to achieve a common goal, as this will demonstrate your ability to coordinate effectively with waitstaff, chefs, and management.
