Position Overview
The Order Aggregator / Online Order Manager plays a critical coordination role within the Delivery, Cloud Kitchen & Takeaway function. This position is responsible for ensuring that all digital and third-party orders are received accurately, processed efficiently, and handed over on time with the correct quality standards. In a fast-paced restaurant, club, or lounge environment, this role helps protect guest satisfaction, drive sales through online channels, and reduce errors that can affect ratings, revenue, and repeat business.
Reporting typically to the Delivery Manager, Outlet Manager, or Operations Manager, the Order Aggregator sits at the interface between the kitchen, packing team, dispatch, and online platforms such as delivery apps, takeaway systems, and brand-owned ordering channels. The role is highly operational and requires constant coordination across multiple touchpoints to maintain speed, accuracy, and service consistency.
Key areas of responsibility
- Monitor and manage incoming orders across all online and takeaway platforms.
- Confirm order accuracy, special instructions, item availability, and preparation timing.
- Coordinate with the kitchen and packing team to ensure timely production and correct item assembly.
- Check packaging, labeling, sealing, and presentation standards before dispatch or handover.
- Track order status, resolve delays, and communicate clearly with internal teams and delivery partners.
- Update platforms or systems for item unavailability, menu changes, and order exceptions.
- Handle guest or platform queries related to missing items, delays, and order issues professionally.
- Support sales targets by maintaining high acceptance, fulfillment, and customer satisfaction standards.
The right person for this role
- Highly organized, calm under pressure, and able to manage multiple orders simultaneously.
- Detail-oriented with a strong focus on accuracy, speed, and service quality.
- Comfortable working in a digital, fast-moving environment with POS and delivery systems.
- A clear communicator who can coordinate effectively with kitchen, service, and delivery teams.
- Reliable, solution-focused, and resilient during peak trading periods.
- Customer-conscious, with the ability to protect the brand’s reputation through consistent execution.
This role suits someone who can balance urgency with precision and keep online order flow smooth from acceptance to handover.