ROOM

SERVICE
BY: I PUTU MARIANA
 INTRODUCTION TO
ROOM SERVICE
• AS A ROOM SERVICE ORDER TAKER YOU ARE RESPONSIBLE
TO CO-ORDINATE ALL SERVICE REQUIREMENTS
ADDRESSED TO ROOM SERVICE DEPARTMENT, 
• HE / SHE SHOULD ALSO COORDINATE
GUEST AMENITIES AND ORGANIZES GUEST TABLE PICK-UPS
ON COMPLETION OF MEALS IN A TIMELY MANNER.
1
IRD ORDER TAKER DUTIES AND
RESPONSIBILITIES:
• RESPONSIBLE FOR ANSWERING ALL TELEPHONE CALLS AND PRIORITIZING SAID CALLS.
• SHOULD HAVE VERY GOOD TELEPHONE ETIQUETTES.
• DIRECTLY INVOLVED IN THE ORDER TAKING AND ORDER PLACING PROCESS WHILE
DEALING WITH GUEST REQUESTS AND ORDERS, COURTEOUSLY, EFFICIENTLY AND
PROMPTLY.
• SHOULD HAVE GOOD KNOWLEDGE OF ROOM SERVICE MENU'S AND ON
GOING PROMOTIONS IN OTHER F&B OUTLET.
• SHOULD BE ABLE TO PROVIDE RECOMMENDATIONS AND SUGGESTIONS TO GUESTS
UPON REQUEST.
2
IRD ORDER TAKER DUTIES AND
RESPONSIBILITIES:
• BE KNOWLEDGEABLE OF ALL SERVICES, FACILITIES AND PRODUCTS OFFERED BY
THE HOTEL.
• CONSIDER THE SATISFACTION OF ALL GUESTS BY ENSURING PROMPT, COURTEOUS AND
EFFICIENT SERVICE AT ALL TIMES.
• DISPLAY EXCELLENT CONVERSATION SKILLS AND SELLING TECHNIQUES AT ALL TIMES.
• PAY ATTENTION TO GUEST ORDERS, AND KNOW THE MENU THOROUGHLY.
• WRITE DOWN ALL INFORMATION’S CLEARLY. HIGHLIGHT SPECIAL REQUESTS.
• COMMUNICATE WITH THE KITCHEN REGARDING MENU QUESTIONS, THE LENGTH OF
WAIT, RECOOK ORDERS, AND PRODUCT AVAILABILITY.
3
IRD ORDER TAKER DUTIES AND
RESPONSIBILITIES:
• APPROXIMATE DELIVERY TIME IS GIVEN TO THE GUEST ACCORDING TO THIS TIME
EVALUATION SYSTEM ESTABLISHED BY THE OUTLET MANAGER AND THE SOUS CHEF.
• IF THE ORDER HAS NOT BEEN SENT UP BY THIS TIME, A CALL MUST BE PLACED TO THE
GUEST TO APOLOGIES AND RE-EVALUATE THE DELIVERY TIME.
• ENSURE CORRECT POSTING IN POS SYSTEM FOR COMMUNICATION TO THE SERVICE AND
KITCHEN DEPARTMENT.
• ABLE TO PERFORM ALL DUTIES AND TASKS PER THE TASKS REQUIRED AT THE OUTLET.
• ASSIST THE DEPARTMENT TO DRIVE GUEST SATISFACTION BY PROVIDING CONSISTENT
GUEST EXPERIENCES.
• COORDINATE WITH ROOM SERVICE WAITER/ WAITRESS, CAPTAINS & MINIBAR
ATTENDANT.
4
IRD ORDER TAKER DUTIES AND
RESPONSIBILITIES:
• REPORT POSITIVE AND CONSTRUCTIVE GUEST FEEDBACK TO THE MANAGER.
• PROMPTLY HANDLE GUEST QUERIES, COMPLAINTS AND ALL ISSUES IN A
PROFESSIONAL MANNER.
• HAVE THE KNOWLEDGE AND UNDERSTANDING TO EXPLAIN AND
PERFORM UPSELLING ALL ITEMS OFFERED BY THE DEPARTMENT ASSIGNED AS WELL
AS OFFERING ALTERNATIVES OR SUGGESTIONS TO GUESTS.
• ENSURE PROPER HANDOVER IS GIVEN TO THE NEXT SHIT AND ALSO TO THE IRD
MANAGER.
• REPORT CLEANLINESS AND MAINTENANCE ISSUES TO THE IMMEDIATE SUPERVISOR 
5
IRD ORDER TAKER DUTIES AND
RESPONSIBILITIES:
• ASSIST IN CARRYING OUT SCHEDULED INVENTORIES OF PRODUCTS AND
OPERATING EQUIPMENT.
• ENSURE THAT THE PLACE OF WORK AND SURROUNDING AREA IS KEPT CLEAN
AND ORGANIZED AT ALL TIMES.
• ENSURE PROPER APPEARANCE AND GROOMING WHILE ON DUTY.
• PERFORM ANY OTHER ASSIGNED REASONABLE DUTIES AND RESPONSIBILITIES
AS ASSIGNED. 
 
IRD ORDER TAKER DUTIES AND
RESPONSIBILITIES:
PREREQUISITES:
•ABILITY TO COMMUNICATE WITH THE GUESTS AND
ANTICIPATE THEIR NEEDS.
•ABILITY TO SMILE AND DIFFUSE ANGER NATURALLY.
•HAVE AN ENTHUSIASTIC AND POSITIVE PERSONALITY.
•PROFOUND KNOWLEDGE OF CUSTOMER SERVICE AND OF
ALL BEVERAGE PRODUCTS AND SERVICES.
 TAKING ORDER
DIALOGUE
Guest : (start to call the room service and room service telephone is ringing)
kring…kring…kring
Order Taker : Good morning, room service Departement, Romy speaking, may I
help
you?
Guest : Good morning, I would like to order for my breakfast
Order Taker : Would you tell me your room number and your name Please?
Guest : My name is Veronica , I’m in room 230
Order Taker : What would you like to order Miss Veronica?
 TAKING ORDER DIALOGUE
Guest : I would like to have set a english breakfast
Order Taker : would you like to have coffee or tea?
Guest : No, thanks. Do you have any fresh juice ?
Order Taker : yes we do, we have orange juice, manggo juice and pink guava
Guest : I would like to have one manggo juice
Order Taker : Will there be anything else Miss veronica ?
Guest : No, thanks. That’s all
Order Taker : May I repeat your order ?
 TAKING ORDER DIALOGUE
Order Taker : your ordered a set of english breakfast and one Manggo juice, it’s
that correct?
Guest : Yes
Order Taker : What time would you like to be served?
Guest : Around 9 AM please
Order Taker : Certainly Miss Veronica, your order would be served around 9
o’clock.
Thank you for using the room service facilities. I hope you enjoy your
meal. Have a nice day
Guest : ok
 PICK UP MEAL TO ROOM
Waiter
DIALOGUE
: (Knock door and say “Room service” at twice or three time )
Excuse me miss, room service, may I come in?
Guest : Yes Please come in
Waiter : Excuse me miss .do you want to eat now or later?
Guest : now please?
Waiter : may I set up ?
Guest : yes please?
Waiter : (set to all cutlery and meal in table) and say “This is your breakfast. One
set of english breakfast and one manggo juice
 PICK UP MEAL TO ROOM
DIALOGUE
Waiter : Is there anything else do you want ?
Guest : No, thanks
Waiter : Alright miss, could you please sign the bill ? .This your bill. Please check
your bill, (after guest sign bill) say “thanks you
Guest : you’re welcome
Waiter : alright, I will be back in one hour. Please enjoy your breakfast. Thank you
Guest : thank you
Waiter : Knock door and say “Room service at twice or three time. Excuse me
miss,
may I clean your plate?
Guest : yes please
 PICK UP MEAL TO ROOM
Waiter
DIALOGUE
: How’s the food, Miss?
Guest : it’s very nice. I love it
Waiter : alright thank you, is there anything else I can Help?
Guest : No, thank you
Waiter : alright miss thank you. Have a nice day
Guest : yaa, you too
PICK UP MEAL TO ROOM
DIALOGUE