Phone Operator | In-Room Dining

Omni Hotels; Austin, Northern (TX, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Omni Hotels & Resorts is seeking a Phone Operator for In-Room Dining at Barton Creek Resort & Spa in Austin. The role involves taking guests' room service orders, communicating with servers, expediting service, closing checks, and upselling menu items.

Strong English communication and customer service experience are essential. Qualifications include a valid TABC license and Food Handler Certification, plus knowledge of Micros POS.

Qualifications

• Active TABC license and food handler certification are required.
• Must be able to work a varied schedule including mornings, evenings, nights and weekends.
• Clear english communication skills, both verbal and written, with guests and teammates.

Responsibilities

• Answer the phone within three rings.
• Take orders for guests for in-room dining.
• Upsell where possible and describe menu items in detail.
• Provide estimated delivery times to guests.
• Prepare orders for delivery and ensure accuracy of pricing and details.
• Enter orders into Micros POS according to Omni standards.
• Communicate order details to kitchen and room service teams.
• Attend staff meetings and training sessions.

Skills

Customer service

Upselling

Phone etiquette

Cash handling

English communication

In-Room Dining knowledge

Education

TABC License

Food Handler Certification

Tools

Micros POS

Job description

Omni Hotels & Resorts is seekingPhone Operator | In-Room Dining for the beautiful Barton Creek Resort & Spa!

If you love hospitality, creating amazing customer experiences, and the structure and benefits that come from working with a hotel company then you will love working with Omni!

We are proud to announcewe ranked among the best resorts in Texas: Top 10 Resorts in the Southwest Conde Nast Traveler and Top 5 Resorts in Texas Travel + Leisure World's Best Awards 2024

The In-Room Dining Order Taker will be the primary point-of-contact for our guests who wish to experience a quality in-room meal or beverage experience. This person will properly take all guests' room service orders; communicate them to the servers and work to expedite their service. This person will close checks to the correct account and ensure servers have all the information they need to deliver orders efficiently and correctly. The candidate must be able to upsell whenever possible and have the ability to describe Outlet menu items in detail to guests.

Responsibilities include:

• Responsible to answer the phone within three rings.
• Take orders for guests.
• Must follow prepared scenario to encourage upselling.
• Give the approximate time of delivery for the order.
• Assist in preparing orders to be delivered.
• Prepare payment of checks.
• Knowledge of food menu and wine list.
• Know and adhere to all liability laws.
• Printing of reports at the end of the shift and banking out.
• Complete other duties assigned.
• Attend all designated staff meetings and training sessions.
• Follow Omni guidelines for up-selling to enhance revenue and guest satisfaction
• Process and expedite Select Guest (loyalty program) orders
• Follow Omni’s “Moments of Service” guidelines for receiving guest orders via telephone and on-line
• Follow Omni’s “Moments of Service” guidelines to confirm the details of each guest order, quoting accurate delivery items and following up on any needed or suggested menu items and preparation details
• Enter all guest orders into our point-of-sale system (MICROS) according to Omni standards
• Ensure all proper details about the order and pricing/delivery times are communicated to the Kitchen and Room Service delivery teams according to our standards.
• Work closely with In Room Dining Servers, accurately communicating pertinent order information, to ensure all orders are delivered efficiently and to the guest’s specifications

Qualifications include:

• Must possess active TABC License and Food Handler Certifications.
• Ability and willingness to work a varied work schedule including AM and PM shifts as well as nights and weekends
• Ability to communicate clearly with guests and co-workers in English both verbally and in writing
• Working knowledge of computers and telephone systems
• Previous customer service experience preferred
• Previous cashiering experience preferred
• Knowledge of Micros point-of-sale technology preferred
• Must be able to lift at least 30lbs
• Previous experience in In-Room Dining preferred but not required
• Must be at least 18 years of age.