Job Description

Why us?

Iconic architecture, a thriving culinary scene, beautifully landscaped public spaces, and an array of museums are just part of what draws visitors to the Windy City. At The Ritz-Carlton, Chicago, a luxury hotel set atop Water Tower Place in the historic Gold Coast, guests have every chance to explore the city—from shopping along Michigan Avenue to viewing famous works at the Art Institute. Yet with our hotel’s spa, rooftop lounge, locally inspired restaurant, indoor lap pool, and spacious accommodations overlooking the city, many guests choose to enjoy an elevated dining experience without ever leaving their room.

As an In-Room Dining Coordinator, you are at the heart of that experience—ensuring every order is handled with precision, warmth, and efficiency. From answering guest calls with polished professionalism to coordinating timing, special requests, and seamless communication between culinary and service teams, you help deliver comfort and luxury on demand. Your attention to detail ensures each guest receives an exceptional experience that feels effortless, personalized, and perfectly timed.

Recognized as the gold standard of hospitality, The Ritz-Carlton selects only the most passionate and skilled hospitality professionals. As one of our Ladies and Gentlemen, you will reflect the values that make us the world’s finest luxury brand. Here, in a diverse environment where individual aspirations are fulfilled and quality of life is enhanced, you will be inspired to work alongside your fellow employees to bring special moments to life for our guests and each other—one call, one order, and one unforgettable experience at a time.

Operate the room service department in an efficient, courteous and professional manner to provide quality operations which maximize guest satisfaction. Respond to inquiries regarding room service orders, hotel information and guest concerns.

Responsibilities

• Answer all incoming calls promptly in the prescribed manner and take charges on incoming collect calls.
• Operates the room service equipment by accepting incoming calls, ringing in orders, setting up trays, doing tray runs, maintaining sanitation in room service department.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Courteously answer inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Follow through in resolving guest problems and/or requests courteously and accurately.
• Handle all emergencies according to established procedures.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Set-up and deliver all food and beverage orders in accordance with established guidelines, procedures and policies as prescribed by company standards.
• Conduct floor sweeps and retrieve all food and beverage trays in order to maintain established sanitation guidelines.
• Set-up and deliver all VIP amenities.
• Service all hospitality suites in accordance with BEO and established policy and procedures.
• Complete all shift sidework as outlined in the hotel's operating policies and procedures.
• Respond to customer needs, issues, comments and problems to ensure a quality experience and enhance future sales.
• Report all communications to immediate shift supervisor.
• Perform all cash handling responsibilities in accordance with company policies and procedures.
• Performs other duties as assigned, requested or deemed necessary by management

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

Previous experience in similar position of 6 months or longer.

Knowledge/Skills

• Excellent hearing required to clearly hear the guest.
• Moderate vision required to read the computer screen and the guest registration rack.
• Excellent speech communication skills required to clearly understand the operator.
• Moderate comprehension and literacy required to ensure calls are directed properly and messages are taken accurately.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Carrying up to 25 lbs. of various office equipment.
• Bending/kneeling -to obtain reports and for filing.
• Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

Work inside 95% shift.

Benefits

Eligible to participate in the Company’s 401(k) program

Employee Assistance Program

Great discounts on Hotels, Restaurants, and much more

$25-$28/hourly