Order Taker

Kerzner International; San José del Cabo; On-site; MXN 180,000 - 300,000; Full time

Job summary

One&Only Palmilla, part of Kerzner International, seeks an Order Taker to professionally handle food and beverage orders, post charges, and coordinate in-room amenities. The role emphasizes Forbes-level service, upselling, and accurate, discreet handling of guest requests in a luxury setting.

Ideal candidates will have luxury hospitality experience, strong telephone etiquette, and a track record of upselling to personalize experiences for discerning guests.

Qualifications

• Previous experience in luxury hospitality, preferably in Room Service, Private Dining, or telephone-based guest service.
• Strong knowledge of professional telephone etiquette and service phraseology.
• Proven upselling and suggestive selling abilities.

Responsibilities

• Receive and process food and beverage orders efficiently and accurately.
• Utilize upselling and suggestive selling techniques to enhance the guest experience and maximize revenue.
• Post Private Bar charges and in-room amenities to guest folios in Micros.
• Communicate room changes or special guest requests promptly to relevant departments.
• Maintain clean, organized order-taking office and workstation.

Skills

Upselling

Telephone etiquette

Cross-functional collaboration

Tools

POS systems

Micros

Job description

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.

Cradled on the cusp of the Baja Peninsula, One&Only Palmilla is a legendary retreat where the marvels of Mexico come to life in ultimate style. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.

About the Job

The Order Taker position is primarily responsible for receiving and managing food and beverage orders from hotel guests in a professional, warm, and efficient manner, consistently applying proper telephone etiquette and approved service phraseology.
This role is essential in delivering a Forbes level guest experience by using upselling and suggestive selling techniques to meet, exceed, and personalize guest expectations.

Additionally, the position is responsible for accurately posting Private Bar (minibar) charges to guest rooms, coordinating in-room amenities, and responding promptly to internal guest requests while ensuring accuracy, confidentiality, and attention to detail.

All responsibilities must be carried out in full alignment with One&Only Palmilla service culture and Forbes Travel Guide standards, focusing on personalization, anticipation of guest needs, and emotional engagement.

About You

You are a service-oriented professional with outstanding communication skills and a genuine passion for luxury hospitality. You are detail-focused, proactive, and able to multitask effectively in a fast-paced environment. You consistently demonstrate professionalism, discretion, and a strong commitment to delivering personalized, memorable experiences that exceed Forbes Travel Guide expectations.

Key Duties and Responsibilities

• Report to work on time according to the assigned schedule, demonstrating reliability and professionalism.
• Maintain an impeccable personal appearance in full compliance with One&Only Palmilla grooming guidelines and Forbes standards.
• Receive and process food and beverage orders efficiently and accurately.
• Utilize upselling and suggestive selling techniques to enhance the guest experience and maximize revenue.
• Follow through on the complete order-taking process, from initial guest contact to order completion.
• Maintain accurate control and posting of Private Bar and amenity charges for both shifts.
• Responsible for cashier procedures, financial reports, and end-of-shift balancing.
• Ensure all guest charges are correctly posted to guest folios in the Micros system.
• Stay informed of hotel events, department activities, and promotions to provide accurate information to guests.
• Follow up on guest reservations and consumption at other hotel outlets when required.
• Maintain clear, professional, and timely communication with supervisors, managers, and other departments regarding guest requests or special services.
• Carefully review all orders, paying special attention to dietary restrictions, allergies, preferences, and previous guest incidents.
• Communicate room changes or special guest requests promptly to all relevant departments.
• Provide operational support to Private Dining when business levels require.
• Accurately post all Private Dining and Private Bar charges in Micros.
• Maintain thorough knowledge of all food and beverage offerings.
• Keep the order-taking office and workstation clean, organized, and fully functional.
• Deliver service consistently in accordance with Forbes Travel Guide luxury service principles .

Requirements

• Previous experience in luxury hospitality, preferably in Room Service, Private Dining, or telephone-based guest service.
• Strong knowledge of professional telephone etiquette and service phraseology.
• Proven upselling and suggestive selling abilities.
• Experience with POS systems; Micros preferred.
• Ability to work collaboratively with cross-functional teams.
• High level of organization, responsibility, and confidentiality.
• Availability to work rotating shifts, including weekends and holidays.
• Advanced English proficiency required; additional languages are an advantage.
• Strong commitment to Forbes Travel Guide standards and One&Only Palmilla brand values.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.