In|Villa Dining Order Taker | Waldorf Astoria Maldives Ithaafushi

Job description
Waldorf Astoria Hotels & Resorts is Hilton’s luxury brand of iconic hotels committed to personal service and culinary excellence in landmark locations around the world. Each property delivers unforgettable experiences and offers a strong sense of arrival with impressive public spaces worthy of hosting history. Guests can expect True Waldorf Service from the moment they reserve their stay to the moment they leave the property doorstep.

Waldorf Astoria Maldives Ithaafushi made a wow debut in 201+ and is already recognized as one of the finest resorts in the world. Sprawled across three islands, the resort is one of the most sizable in the Maldives. It boasts the country’s largest spa, extensive recreation facilities and it’s the Maldives resort with the most culinary choices (an impressive 11 specialty cuisine dining options). Besides its 118 luxurious villas, the resort is also home to an exclusive offering: a private island, the largest in the country which is to be rented out in its entirety.

Once you get a glimpse of this one of its kind resort, you know you arrived to a sun-soaked paradise. Luxurious villas act as vast private indoor-outdoor playgrounds, each featuring its own private pool. Everywhere you look, from the standalone villa bathtub to the glass-bottomed floors in the spa’s treatment pavilions, the azure water steals the show.

Are you ready to join our talented and dedicated team at Waldorf Astoria Maldives Ithaafushi and take your career to new heights?

What will I be doing?

An IVD Order Taker serving Waldorf Astoria Maldives Ithaafushi plays an important role in creating a memorable dining experience for our guests. We always aim to deliver an exceptional dining experience that will exceed our Guests’ food, beverage, and culinary expectations. As an IVD Order Taker is responsible for answering telephones and taking guest food and beverage orders in the hotel's continuing effort to deliver outstanding guest service and financial profitability. and you will be responsible for performing the following tasks to the highest standards:

· Answer Room Service telephones and respond to guest requests in a timely, friendly and efficient manner

· Ensure knowledge of menu, including, but not limited to, restaurant promotions, specials, how menu items are prepared, etc.

· Upsell food and beverage items including, but not limited to, sides, dessert, beverages and special promotion items

· Take guest food and beverage orders and input orders in appropriate point-of-sale system

· Reconcile check upon delivery of order including, but not limited to, verifying check totals, gratuity disbursement and managing the cash drawer and house bank in accordance with established accounting guidelines

· Maintain a high guest service focus by approaching your job with the guests always in mind and being proactive in a timely manner towards their needs and requests.

· Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.

· Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

· Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.

· Maintain high Team focus by showing team work and support to colleagues in the pursuit of team goals.

· Contribute ideas and suggestions to enhance operational/environmental procedures in the Resort.

· Actively promote the services and facilities of the Waldorf Astoria Maldives Ithaafushi and the Waldorf Astoria Hotels and Resorts to guests and suppliers of the Resort.

· Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

· Ensure that True Waldorf Service and the Waldorf Astoria Brand Standards are fully implemented and demonstrated by all Members of the Team.

· Fully embrace “Live Unforgettable” and deliver “True Waldorf Service”.

· Fully support the Company’s values and culture to ensure guest satisfaction.

· Be fully familiar with the Waldorf Astoria Brand Standards and the Quality Assurance Audit and to follow these standards of service at all times.

· Have a complete understanding of the Waldorf Astoria Maldives Ithaafushi Team Members Handbook and to adhere to the

· rules and regulations of the Resort.

· Maintain a high standard of personal appearance and hygiene at all times by adhering to the Waldorf Astoria Maldives Ithaafushi Grooming Standards.

· Report to work punctually wearing the correct uniform, nametag, capitan order, pen, wine opener and lighter at all times.

· Have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety.

· Take direction from and carry out any requests by management in conjunction with work.

· Provide guests with friendly, efficient, accurate and polite service at all times.

· Effectively communicates with other Team Members including concessionaires and third parties.

· Work closely with all departments of the resort to ensure a thoroughly enjoyable experience for the guests and a profitable hotel operation.

· Follow the established service sequence.

· Handle guest enquiries and complaints according to “F&B Department Empowerment Guidelines”

· Complete all side work and duties assigned.

· Replenish supplies as assigned.

· Do mis-en-place, service, and cleaning in the outlet (heart and front of the house).

· Assists in cleaning of the outlet as assigned.

· Carry out any requests by management in conjunction with work.

· Take direction from the Management regarding operational issues.

· Keep up-to-date with the SALT (Satisfaction and Loyalty Tracking) results and to seek to positively influence these results by following the Waldorf Astoria Brand Standards.

· Maintain a high guest service focus and always provide Guests with an enjoyable and memorable experience.

· Constantly strive to increase guest satisfaction through quality, creativity, range and value for money throughout the Resort in all facilities & services.

· Maintain a high guest service focus through a “Can Do” & flexible attitude.

· Cultivate guest relations and rapport always aiming to go the “extra mile” with every single guest and anticipate his/her needs.

· Get feedback from guest at least three times per meal period and report to Supervisor and Manager any comments received

· Report to Supervisor and Manager any queries and complaints from a guest immediately.

· Promote the resort’s facilities and services by engaging Guests in conversations about F&B Events, Signature Restaurants, Excursions, Diving, Spa treatments etc...

· Seek to minimise costs through correct use and handling of hotel property, supplies and equipment

· Seeks to minimise breakage through attentiveness and care of F&B equipment.

· Ensure that billing is accurate according to guest’s orders.

· Be aware and responsible to meet daily and monthly forecast and target of food and beverage revenue.

· Provide both guests and fellow Team Members “Live Unforgetble” experience through “True Waldorf Service”, “Inspirational Environments” and “Authentic Moments”, to always maintain a pleasant and seamless working environment.

· Fully aware of the Hilton Vision, Hilton Mission and property specific departmental business objectives and targets.

· Keep excellent relationships with team, peers, and all other colleagues of the Resort.

· Report training needs and all relevant matters to supervisor/manager.

· Attend and actively participate in training sessions and monthly communication meetings

· Attend daily operations briefing with direct reports/supervisors.

· Keep courteous, professional relationships with suppliers, colleagues from competition, and from other Waldorf Astoria properties or Hilton Worldwide Properties.

· Enhance and encourage Team Member motivation leading by example at all times.

· Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you

What are we looking for?

An IVD Order Taker serving Waldorf Astoria Maldives is always working on behalf of our Guests and with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Passion for delivering exceptional levels of guest service
• Extensive Food & Beverage Experience within a luxury setting.
• Excellent communication skills, effective management, leadership, organizational and communications skills
• Ability to assemble, analyze, understand integrated spread sheets and complex technical information.
• Strong presentations skills
• Prioritization skills necessary to meet deadlines

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
• Diploma in relevant area, ideally Bachelor's degree in Hospitality Management
• Luxury resort experience

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!