Order Taker – Guest Services (Makkah)

About the role

The Order Taker is responsible for receiving, recording and coordinating guest requests related to Housekeeping services. The role ensures accurate entry of requests into the hotel system and follows up until completion, contributing to high guest satisfaction.

Key responsibilities

• Receive guest requests for Housekeeping services via phone, hotel system or other channels and record all details accurately.
• Confirm request details with guests to avoid misunderstandings.
• Coordinate with Housekeeping supervisors and Room Attendants to ensure timely fulfillment.
• Monitor request status and follow up until each request is completed.
• Handle requests for towels, pillows, blankets, extra beds, toiletries and other room supplies.
• Receive maintenance requests from guests and forward them to the Engineering Department.
• Address guest inquiries and complaints professionally, escalating when necessary.
• Maintain accurate records of all requests, calls, follow‑ups and completed services.

Required profile

• High school diploma or equivalent; hospitality or hotel management diploma preferred.
• Previous experience in Housekeeping, Guest Services, Front Office or a hotel environment is advantageous.
• Good command of English; Arabic is an advantage.
• Flexible to work shifts, weekends and public holidays.
• Strong organizational, attention‑to‑detail and follow‑up abilities.