Job Description
Under the direction of the Supervisor, Food & Beverage the In-Room Dining Order Taker, delivers an exceptional guest experience by engaging directly with guests over the phone, accurately taking orders, and completing transactions while consistently upholding service standards. This role functions as a collaborative team member by coordinating amenity deliveries, preparing trays and tables for service, and managing the tray retrieval process through ongoing communication with In-Room Dining attendants, supervisors, and the culinary team. The Order Taker maintains a professional appearance and demonstrates an approachable, accommodating demeanor toward both guests and team members, ensuring a consistently Best-in-Class experience aligned with the goals and priorities of the Enterprise.
ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Responds promptly and professionally to guest calls, ensuring each interaction reflects Best-In-Class service standard. Actively listens to guest needs, provides accurate information, and ensures all inquiries or requests are addressed efficiently and with genuine hospitality.
2. Learns and understands the fundamentals of the Point of Sale (POS) system. Ensures all sales transactions are processed accurately to support proper departmental operations. Follows all cash handling procedures, including tip policies and practices, and ensures guests are charged correctly.
3. Assists in meal preparation, arranging trays and tables according to Forbes 5-Star and departmental standards. Collaborates with culinary and service teams to maintain consistency, quality, and timeliness in meal delivery, contributing to an exceptional guest experience.
4. Demonstrates thorough knowledge of all food and beverage menu items, including pricing. Accurately describes items to guests, including ingredients and potential allergens, as outlined in the culinary presentation guide. Actively upsells beverages, side dishes, and desserts during the ordering process.
5. Maintains stock levels in all areas. Ensures staging areas are fully stocked with beverages, condiments, coffee, plasticware, paper goods, etc. Restocks ice bins before opening and as needed during operations.
6. Supports table breakdown activities, including Smart Tender usage, silverware polishing, and napkin folding.
7. Performs other duties as assigned to support the efficient operation of the department.
EDUCATION, EXPERIENCE AND QUALIFICATIONS - High School Diploma or GED required.
- Minimum one (1) year of related experience in high volume and/or fine dining environment is preferred.
- Minimum one (1) year experience in a hotel environment is preferred.
KNOWLEDGE, SKILLS AND ABILITIES (KSA) - Must be able to read, write and communicate in the English language.
- Must be able to perform simple mathematical operations (addition, subtraction, multiplication, and division).
- Must be able to manage cash transactions accurately and securely.
- Must be able to provide friendly and efficient service to guests and team members, addressing their needs and resolving issues.
- Must be able to communicate clearly and effectively with guests and team members.
- Must be able to work well under pressure while maintaining efficient, best-in-class service standards during busy periods.
- Must be able to quickly and accurately evaluate and choose between alternative courses of action.
- Must have a warm, inviting, and engaging personality, and feel comfortable in an entertainment-focused environment.
LICENSES, CERTIFICATIONS AND REGISTRATIONS - At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
- Must obtain and maintain a current Food Handler's card.
- Must obtain and maintain a Responsible Beverage Service (RBS) certification.
- No Driving Responsibilities: Role does not require a driver's license or insurance.
PHYSICAL REQUIREMENTS/ WORKING CONDITIONS - ENVIRONMENT The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
- Primary work environment is in a climate-controlled Casino & Resort setting.
- Work requires travel to attend meetings, trade shows, and conferences.
- Incumbents may be required to work evening, weekend and holiday shifts.
- Must be able to work in a fast-paced, high-demand environment.
- Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
- Sedentary work: involves sitting some of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
- Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
- Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
- Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
- Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
- Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
- The employee may be exposed to fumes or airborne particles including secondhand smoke.
- Must present a neat, clean, and well-groomed appearance in accordance with departmental policy.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
Job Tags
Work at office, Shift work, Weekend work, Afternoon shift,