REV 10.18.

2022
HANDLING ROOM SERVICE ORDER
Answer telephone call Repeat the order of the guest
Note: When the telephone rings, it should be answered RSA: “To repeat your breakfast order, Ma’am/Sir, you
right away, or not later than 2 rings. have ordered American Breakfast, composed of:

Room Service Attendant: “Thank you for calling the (example)

Room Service Department, good morning! This is o “For bread, you’ll have, toasted bread with butter.”

____________________ speaking, how may I help you?” o “For cold cuts, you prefer corned beef.”
o “For fried egg, you’ll have a well done sunny side up.”

Guest: “Good morning, I would like to order for my o “For your hot beverage, you prefer black coffee”

breakfast.” o “Orange juice, for your cold beverage”

o “And for your fruit dessert, you’ll have apple.”

Get the name of the caller (guest)

RSA: “May I have your name, Ma’am/Sir?” “Did I get your order right, Ma’am / Sir?”

Guest: “My name is ______________.” Get the time for the delivery of the guest’s request
RSA: “What time do you want me to deliver your
Mention the available breakfast menu to the guest breakfast, Ma’am / Sir?”
RSA: “Ma’am/Sir, for our breakfast menu, we have
American Breakfast, Filipino Breakfast, and Continental Guest: “At 9 o’clock in the morning pls.”
Breakfast. Which one would you like to have,
Ma’am/Sir?” Get the room number of the guest
RSA: “In what room number are you in, Ma’am/Sir (or
Guest: “American breakfast, pls.” you may address the guest by his / her name)?”

Get the guest’s breakfast order Guest: “I’m in room number 101.”
RSA: “Thank you, Sir. Our American breakfast is
composed of the following:” Ask for mode of payment
Guest: “How do you want to pay for your breakfast
o “Bread, cold cuts, egg, hot and cold beverage and order, Ma’am/Sir? Would it be in cash or charged to
fresh fruit desserts.” your room?”
o “For bread, we have choices of plain bread and
toasted bread. Which one would you like to have, Guest: “Charged to my room, pls.”
Ma’am/Sir?”
Advise to guest
o “What filling would you like to go with
RSA: Thank you, Ma’am / Sir. Your breakfast is
your bread, Ma’am/Sir? Cheese or butter?”
charged to your room, and will be delivered at 9 o’clock
o “For cold cuts, we have hotdog and corned beef. in the morning in room 101 under the name of
Which would you prefer to have, Ma’am/Sir?” ________________. Is there anything else that you need,
o “For egg, we have scrambled and sunny side up. How Ma’am/Sir?”
do you want the egg done Ma’am/Sir?”
(If the guest chooses sunny side up) Guest: “No more.”
o “Do you prefer well done, or half cooked,
Ma’am/Sir?” Bid goodbye
o “For hot beverages, we have black coffee and coffee Guest: “Thank you for calling the Room Service
with cream. Which do you prefer, Ma’am/Sir?” Department. We are happy to be of service to you.
Enjoy your stay and enjoy the day.”
o “For cold beverages, we have pineapple juice and
orange juice. Which one would you like, Sir?”
o “And for fruit desserts, we have banana and apple.
What would you like to have, Sir?”
pg. 5
REV 10.18.2022

DELIVERY ROOM SERVICE ORDER

Knock 3x (twice) and announce “Room Service” Advise to guest of the time to clear out soiled dishes
Room Service Attendant: “Room Service! Room RSA: “What time do you want me to come back to get
Service!” (in modulated voice) the soiled plates, Ma’am/Sir?”

Greet, introduce yourself, apologize, and state the Guest: “After an hour.”
purpose
RSA: “Good morning, Ma’am/Sir. My name is RSA: “I will be back in an hour to clear the dishes. May I
_______________ from the Room Service Department. Are leave the room now, Ma’am/Sir?”
you _______________, Ma’am/Sir?”
Guest: “Yes.”
Guest: “Yes.”
Bid Goodbye
RSA: “I am sorry to disturb you. I am here to deliver RSA: “Thank you, Ma’am/Sir. In case you may need for
your breakfast. May I come in?” our assistance again, the Room Service Department is
open from 6 o’clock in the morning until 7 o’clock in
Guest: “Yes, sure.” the evening. Please, do not hesitate to call us. It has
been a pleasure to be of service to you, Ma’am/Sir.
RSA: “Thank you, Ma’am/Sir. Where do you want me Please, enjoy your breakfast and have a good day.”
to place your breakfast, Ma’am/Sir?”

Guest: “Just place it on the table, please, and thank

you.”

RSA: “Do you want me to set the table for you,

Ma’am/Sir?”

Guest: “No, it’s okay, just leave it there.”

Note: Set the table only if the guest wants you to set the
table.

Present the breakfast to the guest

RSA: “Here is your breakfast, Ma’am/Sir.”

(Introduce the food one by one by mentioning the name

of each.)

“Is there anything that you need, Ma’am/Sir?

Guest: “No more, thank you.”

Present the bill to the guest

RSA: “By the way, Ma’am/Sir, here is your bill.
Can you sign it here, Ma’am/Sir?”

pg. 6