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Room Service Sequence

The document provides instructions for room service staff on taking and delivering guest orders. The process involves: 1. Answering the phone politely and taking the guest's order, including confirming their room number and order details. 2. Delivering the order to the guest's room using the proper tray, knocking on the door and greeting the guest before entering. 3. Explaining the items delivered and informing the guest how to call for clearance when finished.

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Jasmyn Agustin
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993 views14 pages

Room Service Sequence

The document provides instructions for room service staff on taking and delivering guest orders. The process involves: 1. Answering the phone politely and taking the guest's order, including confirming their room number and order details. 2. Delivering the order to the guest's room using the proper tray, knocking on the door and greeting the guest before entering. 3. Explaining the items delivered and informing the guest how to call for clearance when finished.

Uploaded by

Jasmyn Agustin
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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ROOM SERVICE

SEQUENCE
1. Taking Order by Phone
● Take a moment before you pick up the phone.
● Make sure you are on “right position”
● Keep on clearly and politely sound
● If you are not sure about the information, always say
“Pardon ma’am / sir, would you mind to repeat?”
Greeting the Guest
● Good Morning/ Afternoon / Evening, This is Room Service,
(your name)________ speaking, how may I assist you?”

● NOTE: Never say Goodnight!


Asking Room Number
● “Excuse me ma’am / sir, may I know your room
number pls?”

● If the Guest ask: “Why?”

● Answer: “Pardon ma’am / sir, because our


extension had no display of room number”
Taking Order
● “All right ma’am/sir, what would you like to
order?”

● “Would you like to try our continental breakfast, it


consist of __________.

● “We also have American Breakfast, it consist of


__________.”

● “And we also have Light Breakfast.”


Taking Order
● If the guest answer: “I would like to have continental breakfast”

● You can ask: “Would you like to have a coffee or tea? ”

● If guest answer: “Do you have any fresh juice?”

● You can answer: “Yes we do. We have fresh orange juice, watermelon juice
and pineapple juice.”

● If guest answer: “I would like to have fresh orange juice”

● You can answer: “Will there be anything else?”

● Guest will answer: “No thank you, that will be all.”


Repeat Order
● “All right ma’am / sir, May I repeat your order?”

● “You order a set of continental breakfast and one fresh orange juice. Is it
right ma’am/sir? What time would you like it to be delivered?”

● Guest answer: “Around 9:00 AM, please.”

● You can answer: “Certainly ma’am/sir, your order will be


served at 9:00 AM.”
Thank you
● “Thank you very much for calling room service, please give us a
moment and I will be there with your order. Have a nice day.”

● The guest must say: “Thank you.”

● You must answer: “My Pleasure.”

(NOTE: Never close the phone first.)


2. Delivery Order
● Always use proper tray based on ordered items.
● Round Tray: If ordered item is only beverage or light snack.
● Square Tray: If ordered item is in large portion.
● Always put heavier item close to your body.
Knock the Door
● Knock the door (3) three times and say: “Room Service!” Clearly and
politely.

● Wait and count to 10 and repeat it again.

● After 3 times knock the door and guest did not answer, DO NOT repeat
again, just call the Front Office to call the room.
Greeting
● Good Morning/ Afternoon/ Evening, ma’am/sir,
this is your order.”

● Never come in to the Guest Room without their permission. Ask


“Excuse me ma’am/sir, may I come in?”

● “Thank you.”
Come In
● “Excuse me ma’am/sir, where should I put this?”

● Explain items 1 by 1.
Clear up Call
● “If you don’t mind ma’am/sir, please call us at (room service number) and we
will clear up after you finish to enjoy your meal”
Thank you
● “Thank you very much ma’am/sir, enjoy your breakfast and have
a nice day!”

● Close the door gently.

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