Title Page
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Conducted on
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Prepared by
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Location
Service Standard
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Telephone etiquette
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Call guests by their last name at least three times.
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Be warm and cordial during the call
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Smile while you talk on the phone
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Answer the phone before it rings for the third time.
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Speak clearly and audibly. Be polite, kind, and focused on service towards the guest, always with a smile.
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Communications should never be interrupted by background noise or disturbances.
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Display vast knowledge of the Room Service menu, as well as the ingredients of every dish.
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Offer personalized service always anticipating, but sensibly, the guest’s needs.
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Display genuine willingness and interest in accommodating guests’ requests, and honoring all reasonable requests outside the menu.
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Before the start of the shift, go over the products not available in the menu and all missing supplies; soup and dessert of the day, and all information that might be useful to make appropriate suggestions to guests at the start of the order-taking process.
Sequences of Service
ODER TAKING
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Phone rings, Order Taker answers within 3 rings:
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“Good morning/afternoon/evening, thank you for calling Room Service, my name is …….…, how may I assist you?” (Guest will respond that they would like to order from Room Service).
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Order Taker will continue by saying: “Certainly Mr./Mrs. …………..! How many people will be dining with you this morning/afternoon/evening?”
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Record the number of people dining. This is important because there may be extra chinaware, silverware of glassware needed.
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Next, ask the guest if he/she has any food allergies or special dietary requirements we need to know about before taking the order.
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Lead the conversation when taking the order and give specific recommendations. For example: “Would you like some coffee or tea with that?” or “Would you like some cereals or oatmeal today?”
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When the guest has completed giving the order, ask: “May I repeat the order Mr./Mrs. …………. ?”
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Then proceed by repeating the order in detail.
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State the current time and give an appropriate delivery time: “It is now 8:00 AM and your order should take no longer than 40 minutes, so your order will be delivered no later than 8.40 AM”.
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Order should never take more than 40 minutes.
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End the call by saying: "Thank you and have a pleasant morning/afternoon/evening, Mr./Mrs. …”.
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Pass the order off to a Server. Log the service on the form titled Daily Services Control F-PR-A-10-3- 1-2.
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Before delivery, the Order Taker will call the guests in their room to let them know their order is on its way and make mention of the DND sign: “Good morning/ afternoon/ evening Mr./Mrs. (...) , this is (...) from Room Service calling you to inform you that your order is on its way now and just as a reminder, please remove your Do Not Disturb sign if you have it on”.
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Call back 30 minutes after delivery saying: “Good morning/afternoon/evening Mr./Mrs. ………. , this is ………… from Room Service. I am just calling to ensure your meal was to your satisfaction and see if you require anything further.”
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Record and deliver anything else ordered.
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Thank the guest and explain the tray pick up procedures: “When you have finished, please call extension (…) to request a tray pick up, or simply place your tray outside your door”.
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Wish them a pleasant morning/afternoon/evening. Call backs must not be done after 9:00 PM.
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In the event that an order is delayed, the customer should be called and informed of the delay. The phone call, with the standard greeting: “Good morning/afternoon/evening Mr./Mrs. (…) , this is (…) from Room Service. Your order will take a little longer than expected, but we will have it up to you in (…) minutes. We apologize for the inconvenience”.
