Order Taker – In Room Dining

Banyan Group is one of the world’s leading independent, multi-branded hospitality groups centered on the purpose-driven mission of stewardship and wellbeing while offering exceptional, design-led experiences.
The Group’s diversified portfolio of hotels, resorts, spas, galleries, golf and residences features an ecosystem of 10 global brands, including the award-winning Banyan Tree, Angsana, Cassia, Dhawa and Laguna, and the highly anticipated new brands of Homm, Garrya, Folio, and two new Banyan Tree brand extensions – Escape and Veya.
Established in 2008, with the goal of advancing people development and management excellence, Banyan Tree Management Academy has nurtured over 10,000 associates across 23 countries. The Group is recognised for its commitment to environmental protection and community development through its Banyan Tree Global Foundation. Operating over 70 hotels in 17 countries, it has over 50 new properties in the pipeline.

Banyan Tree Dubai is a lively, island escape where stylish stays, incredible dining, warm hospitality, and recreation create lasting memories. Fronted by 500m of a pristine, private beach with uninterrupted views of the Arabian Gulf and backed by the iconic Ain Dubai. With the ambience of a sleek, relaxed, luxe island getaway, Banyan Tree Dubai boasts 3 chilled outdoor pools, fully-serviced beach, award-winning Banyan Tree Spa, a fitness center and 7 dining options.

Job Description

Role Overview

As an Order Taker – In Room Dining at Banyan Tree Dubai, you are responsible for providing a seamless and personalised dining experience for guests in the comfort of their rooms and villas. You will be the first point of contact for in-room dining requests, ensuring orders are captured accurately, delivered efficiently, and exceed guest expectations.

You are a key ambassador of the Banyan Tree brand, delivering warm, attentive, and discreet service while ensuring every guest interaction reflects our commitment to luxury hospitality.

Key Responsibilities

Guest Interaction & Order Management

• Answer in-room dining calls promptly and professionally, creating a warm and welcoming experience for guests.
• Take guest orders accurately, including food, beverage, special requests, and dietary requirements.
• Provide knowledgeable recommendations on menu items, promotions, and dining options.
• Confirm order details, delivery timing, and guest preferences to ensure accuracy.
• Handle guest enquiries regarding menus, ingredients, allergens, and special dietary requirements.
• Personalise guest interactions by recognising preferences and maintaining guest history where applicable.

Service Coordination & Communication

• Coordinate closely with the In Room Dining, Kitchen, Stewarding, and Front Office teams to ensure smooth order execution.
• Communicate special requests, VIP requirements, and guest preferences clearly to relevant departments.
• Monitor order progress and follow up to ensure timely delivery.
• Support efficient communication between guests and operational teams throughout the dining experience.
• Escalate any service concerns or guest feedback promptly to the appropriate supervisor.

Guest Experience & Service Excellence

• Deliver a personalised and professional service experience aligned with Banyan Tree luxury standards.
• Anticipate guest needs and provide thoughtful recommendations and solutions.
• Handle guest complaints or concerns with professionalism and a service recovery mindset.
• Ensure guest confidentiality and discretion at all times.

Administrative & Operational Duties

• Maintain accurate records of guest orders, requests, and special instructions.
• Process orders through the hotel ordering system accurately and efficiently.
• Ensure billing information and payment methods are correctly captured.
• Maintain knowledge of menus, ingredients, pricing, and current promotions.
• Support In Room Dining operations during peak periods as required.

Health, Safety & Compliance

• Follow all food safety, hygiene, and sanitation standards.
• Ensure compliance with hotel policies, SOPs, and service standards.
• Maintain professional grooming and presentation at all times.
• Protect guest privacy and confidentiality throughout all interactions.

Qualifications

Qualifications & Experience

• Previous experience in In Room Dining, Food & Beverage, Guest Services, or a similar luxury hospitality environment preferred.
• Strong understanding of restaurant operations and guest service standards.
• Experience using hotel ordering systems (PMS/POS) is advantageous.
• Excellent spoken English; additional languages are an advantage.
• Ability to manage multiple requests while maintaining attention to detail.

Competencies

• Strong guest-focused mindset
• Excellent telephone etiquette and communication skills
• Warm, professional, and approachable personality
• Strong attention to detail and accuracy
• Ability to multitask and prioritise effectively
• Problem-solving mindset
• Team collaboration
• Calm and composed under pressure
• Discretion and professionalism
• Commitment to delivering exceptional luxury guest experiences

Additional Information

Why Join Us: At Banyan Tree Dubai, you will be part of a globally recognised luxury hospitality brand committed to exceptional service, sustainability and wellbeing. We provide opportunities for professional growth within an inspiring environment where genuine care for our guests and colleagues is at the heart of everything we do.