In-Room Dining Order Taker & Cashier

Role overview

This position is responsible for handling in-room dining guest orders, coordinating their smooth delivery, and managing related cashiering duties in a luxury hotel environment in Doha, Qatar. The role also supports VIP service standards, guest preference tracking, and close coordination with kitchen, front office, and service teams.

General expectations

• Follow all company and hotel policies, procedures, and operating standards at all times.
• Conduct all work in line with the company code of conduct, applicable laws, regulations, and internal requirements.
• Actively support learning and development initiatives.
• Protect guest, colleague, customer, and hotel information and never share confidential or personal data without authorization.
• Use of hotel systems, computers, network, or internet for inappropriate purposes such as gambling, chat rooms, or pornography is a serious policy violation and may lead to immediate dismissal.
• Comply with safety, sustainability, and security-related policies and procedures.
• Adhere to social media rules and take full responsibility for anything posted on personal or public platforms.
• Maintain a zero-tolerance approach to harassment and discrimination of any kind.
• Be prepared to take on additional duties assigned by management that relate to hotel operations.

Department duties

• Build strong knowledge of the food and beverage menu so offerings, ingredients, promotions, and wine pairings can be explained clearly to guests.
• Answer calls with a professional phone manner and ensure guest requests and details are recorded accurately.
• Coordinate effectively with kitchen colleagues to keep service accurate and seamless.
• Provide guests with estimated preparation and delivery times, along with relevant service policies and general information, including restaurant reservations where needed.
• Make sure orders are complete and special requests are handled according to service standards.
• Support the IRD Manager with VIP amenities and work with Front Office to ensure special requirements are delivered to standard.
• Assist the IRD Server with table setup, clearing, daily mise en place, and replenishment of office stationery when required.
• Monitor order progress and trolley collection with the in-room dining team to reduce delays.
• Maintain strong knowledge of IG point of sale processes and perform billing and cashiering tasks in line with hotel procedures.
• Carry out other reasonable tasks assigned by the IRD Manager, including helping in other outlets when needed.

Colleague relations

• Communicate clearly with colleagues and supervisors to avoid misunderstandings and service gaps.
• Ensure the kitchen and management teams are informed about guest preferences, allergies, and special requests.
• Work as a cooperative team member and support service colleagues, including clearing tables and helping with service procedures when necessary.

Guest relations

• Welcome guests warmly, take food and beverage orders politely, and offer suitable suggestions.
• Ask the right questions and listen carefully so guest needs, including allergies, accompaniments, and condiments, are fully understood.
• Deliver a personalised and timely guest experience from order placement through completion.
• Support service quality in line with the hotel’s legendary experience standards, core pillars, and service expectations.
• Track VIP in-room dining requests closely and keep the manager informed of order status.
• Look for opportunities to create memorable moments for in-house guests.
• Maintain and update guest preference records so future service can be tailored accordingly.
• Handle guest complaints calmly, resolve them when possible, and escalate to the manager when needed.

Work environment

This is a hotel-based, on-site role in Doha, Qatar, requiring close daily interaction with guests and internal service teams.