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Room Service Script (1)

The document outlines the procedures for taking guest orders and delivering room service in a hotel setting. It includes a sample conversation between a room service personnel and a guest, detailing the order process, payment, and delivery steps. Additionally, it provides guidelines for greeting guests, setting up their meals, and clearing soiled dishes while ensuring a personalized service experience.

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tamboonchristine79
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2 views4 pages

Room Service Script (1)

The document outlines the procedures for taking guest orders and delivering room service in a hotel setting. It includes a sample conversation between a room service personnel and a guest, detailing the order process, payment, and delivery steps. Additionally, it provides guidelines for greeting guests, setting up their meals, and clearing soiled dishes while ensuring a personalized service experience.

Uploaded by

tamboonchristine79
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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FOOD AND BEVERAGE SERVICES NC II

ROOM SERVICE TAKING GUEST ORDER AND OTHER


DETAILS
Answer the telephone within 3 rings

Kring ….kring…. Kring

Room Service Personnel (RSP): Room Service Department, Good Morning! Your Name
speaking, May I know who’s in the line please?

Guest: This is Mr. Allison Romano, can I make an order for my breakfast?

RSP: Yes, Mr. Romano, what do you want for your breakfast? American Breakfast or
Continental Breakfast?

Guest: I want American Breakfast, 3 slice of bread 1 Pc. of hotdog and 1 egg

RSP: Yes Sir! What do you want for your bread? Do you want to toast it, or just only a
plain one?

Guest: Would you mind to toast it with a little bit butter on it.

RSP: What kind of egg preparation do you want sir would you like sunny side up or
scramble?

Guest: just make scrambled

RSP: how about coffee sir to complete your meal

Guest: ok just give me 1 cup

RSP: Yes Sir. Allison, is there anything else?

Guest: Nothing that’s all.

RSP: Sir may I know your room number and what time shall I deliver your order?

Guest: Please deliver it exactly 6:00 o’clock in the morning at room 143.

RSP: ok Sir! Sir Romano can I repeat your order for your clarification and correction?

Guest: Yes you may.

RSP: Sir you have ordered the following food items for your american breakfast, 1 cup
of coffee and 3 slices of bread with a little bit of butter, 1pc of Hot dog and 1
serving of scrambled egg which will be delivered at exactly 6:00 o’clock this
morning at room 143. Did I get it right Sir?
Guest: Yes you get it right.

RSP: By the way Sir what type of payment would you like to settle your bill, is it a cash
or charge to your room?

Guest: By in cash

RSP: ok Sir the total amount of your order is P 1,350.00 and change for how many?

Guest: Change for P1500.00

RSP: ok sir noted is there anything else sir?

Guest: Nothing else.

RSP: Yes, sir thank you for calling have a nice day

Guest: ok bye!

STEPS IN DELIVERING ROOM SERVICE ORDERS


1. KNOCK AT THE DOOR
(Respect for guest’s privacy is the primary consideration when entering a room.)

⮚ ROOM ATTENDANT: (Knock the door 3 times and announce: “ROOM SERVICE!” Clearly and Politely

▪ Wait until 10 accountly and repeat it again.

▪ After 3 times of knocking the door, Do Not Repeat Again, Just call FO to call the Guest Room

▪ If the Guest say something , Do Not Answer It, just keep do the “Knock Door Procedure”

2. ONCE THE DOOR OPENED


(Greet the guest by the hour of the day and say:

⮚ ROOM ATTENDANT: “Good Morning/afternoon Sir/Ma’am (or mention the guest name if known) “Here’s your
room service order. May I come in?

⮚ GUEST: Okay, come in.

3. ONCE INSIDE THE ROOM


(Ask where the guest wants the trays or trolley to be set up.)

⮚ ROOM ATTENDANT: “Mr./Ms. _____________, where would you like your breakfast to be set – up? “Would you
like to transfer it on your table or just leave it in the trolley?”

⮚ GUEST: Just transfer it on my table.

(Set – up the table)

4. OFFERING PERSONALIZE SERVICE (ONCE THE GUEST IS ALREADY SEATED TO HIS/HER TABLE) IF NOT
OFFER APPRORIATE PERSONALIZE SERVICE
⮚ ROOM ATTENDANT: “Mr./Ms. ______________, the table is ready. Please have a seat. “May I lay your
napkin on your lap?” Your Ice Cold Water, Sir/Ma’am, This is your Freshly Baked Bread, Shall I serve the coffee?
Shall I serve the coffee? Sir/Ma’am, may I open the curtain to brighten up your room? Shall I serve your food?

5. PRESENT THE BILL


(Present the bill on a bill folder with the figured facedown as you say)

⮚ ROOM ATTENDANT: “Mr./Ms. _____________, may I present the bill?”

6. GET THE PAYMENT


(Get the payment. If the guest wants to charge to his room, get his signature but make sure he is authorized to sign.)

⮚ ROOM ATTENDANT: “Thank you Sir/Ma’am, I receive______________. (If in Cash)

7. ASK THE GUEST WHEN HE/SHE WANTS SOILED DISHES TO BE CLEARED

⮚ ROOM ATTENDANT: “Sir/Ma’am, when do you want me to come back to clear the soiled dishes?”

⮚ GUEST: You can come back at exactly 7:30 am.

(If the guest is undecided)

⮚ ROOM ATTENDANT: “Please call us when you are ready, just dial 1111?”

⮚ GUEST: Okay.

8. THANK THE GUEST AND BID GOODBYE

⮚ ROOM ATTENDANT: “Thank you very much, Sir/Ma’am enjoy your meal and have a nice day!”☺

9. CLEARING PROCEDURE

⮚ ROOM ATTENDANT: “Knock! Knock! Knock! ROOM SERVICE!!

(Once the door is open)


⮚ ROOM ATTENDANT: “Good Morning, Sir/Ma’am, I’m here to clear your soiled dishes may I come in?

⮚ GUEST: Okay, please come in ☺

⮚ ROOM ATTENDANT: “Are you finish with your breakfast Ma’am/Sir? May I clear the soiled dishes?”

⮚ GUEST: Yes, I’m done

⮚ ROOM ATTENDANT: (Check the Control Sheet) (Once you cleared the soiled dishes) Say “Thank you very much
Sir/Ma’am, Have a nice day, enjoy your staying ☺”

⮚ GUEST: “Thank you!”

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