Job Description

The Restaurant Dispatcher is a critical link between the kitchen, delivery drivers, and customers. This role is responsible for the efficient and accurate coordination of all food delivery orders, ensuring timely dispatch, delivery, and a high level of customer satisfaction. The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced, high-pressure environment.

Key Responsibilities

Order Management & Coordination:

Receive, verify, and accurately input or process online and phone delivery orders using the Point of Sale (POS) system and various delivery aggregator platforms (e.g., Talabat, Deliveroo, Zomato). Communicate incoming orders clearly and promptly to the kitchen staff, ensuring correct preparation according to customer specifications and special requests. Monitor order preparation times and proactively follow up with the kitchen to minimize delays.

Dispatch & Logistics:

Efficiently assign and dispatch completed orders to the in-house or third-party delivery riders based on order priority, driver availability, and optimal route planning to ensure the quickest delivery time. Track and monitor the real-time location and progress of all active deliveries using GPS and dispatch software, communicating with drivers to provide directions, updates, and troubleshoot issues. Verify the final order packaging, ensuring all items, condiments, and utensils are correct before dispatch.

Customer Service & Communication:

Handle all incoming calls related to delivery (inquiries, status checks, delays) in a professional and courteous manner. Proactively manage and resolve customer delivery issues and complaints (e.g., late delivery, missing items) quickly and effectively, providing appropriate solutions and escalating complex issues to management. Maintain accurate records of all dispatch activities, delivery times, and customer interactions.

Operational Compliance:

Ensure all dispatched food orders meet the required temperature and quality standards. Uphold high standards of hygiene and food safety during the handling and dispatch process. Generate daily dispatch and delivery performance reports (e.g., average delivery time, order failure rate).
Qualifications

Education:

High School Diploma or equivalent required.

Experience:

Minimum of 2 years of proven experience as a Dispatcher, Logistics Coordinator, or in a similar fast-paced operations role, preferably within the UAE restaurant, F&B, or delivery industry.

Technical Skills:

Proficiency in using POS systems and online food delivery aggregator platforms (e.g., Talabat, Deliveroo, Zomato, Noon Food) is highly advantageous. Strong computer skills, including Microsoft Office (Excel, Word). Familiarity with GPS and route optimization software.

Key Competencies:

Exceptional organizational skills and meticulous attention to detail. Excellent written and verbal communication skills in English (proficiency in Arabic or other languages is a strong plus). Proven ability to multitask and manage competing priorities under pressure in a high-volume environment. Strong geographical knowledge of the specified Emirate/city and local traffic patterns. A proactive problem-solver with a calm and professional demeanor.
Job Type: Full-time

Experience:

Restaurant dispatcher : 4 years (Required)
Language:

English (Required) * Arabic (Preferred)