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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Using the guest’s last name at least three times during interaction with him.
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Wear complete uniform as per the corresponding policy.
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Be polite and make eye contact with guests at all times.
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Be empathetic, polite, and focused with guests; always with a smile.
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Offer personalized service always anticipating the needs of guests.
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If guests give permission for you to enter the room, be polite and make eye contact with guests at all times.
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After setting up the service, in the case of breakfast, offer to draw the curtains in the room.
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Point out the condiments accompanying the food, if these are not easy to identify.
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When an order contains fried, hot dishes, tell guests which dishes are hot so they won’t burn their fingers.
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Ask if they would like food to be kept in a food warmer while they enjoy their cold dishes,
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If the guest accepts, point out that the box is hot and plates must be removed with care. Leave an extra napkin for them to handle hot plates.
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In breakfast service, always offer to pour coffee, letting guests know that it is hot.
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In lunch and dinner service, offer to pour drinks in advance (if applicable). If beverages were not ordered, offer to pour those available in the mini bar.
Operating Sequence
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Before knocking on the door, the waiter must stand before the door, making his name tag visible to guests through the peephole.
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If newspapers were left at the door, remove them from their plastic wrapping and place it on the table to give it to the guests when entering the room.
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If guest has requested a service and the Do Not Disturb sign is on the door, follow the above procedure and inform the guest that if the “Do Not Disturb” sign remains on the door, they will not be disturbed.
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If the “Do not disturb” sign is not on the door, the waiter will knock 3 times on the door, announce “Room Service”, and wait 10 seconds for a response. If guest does not respond, the Server will knock 3 times again and announce, a little louder this time, “Room Service” in a clear voice. Again listen for the guest’s response. If no one answers the door after the second attempt, the server should go to the nearest house phone to call the guest.
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If the guests do not answer after 2 attempts and a phone call, take the order back to Room Service and log the event in the log-book. The Order Taker will send a message through the guest’s TV to explain that Room Service attempted to deliver their order, however the DND sign did not allow them to enter the room. When guest calls back, remake the order (when applicable) and repeat the delivery standards.
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When the guest opens the door, he/she is to be greeted with a smile and warm greeting, such as “Good morning/afternoon/evening Mr./Mrs. ………… , how are you doing today?” The Server may then introduce him or herself and ask the guest “May I come in?”
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Before entering the room, the Server will tell the guest “I have the door for you” and flip the security hasp over so that the door does not close all the way. Then the Server will ask “Where
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would you like me to place your meal?” and follow the guest’s instructions.
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Before uncovering and presenting the service, the waiter must stand at the middle of the table, just behind the location of the condiments, in order to get the guest’s attention.
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After the guest indicates to the Server that he is ready to be served, the Server will follow delivery procedures either for Tray Service or Table Service
Tray Service
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All items are left on the tray. Appropriate items may be moved to the table when space is needed.
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All plastic wraps and beverage lids removed and held for later disposal. All plate covers will be removed and taken with the Server when leaving the room. The tray should be left in the room.
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Order is reviewed with guest as food items are displayed. For breakfast, the Server will pour the first cup of coffee for the guest.
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Ask the guest, “Is everything as you ordered? May I bring you anything else at all?”
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Before leaving, the Server will tell the guest: “Please dial extension ……………. or press the Room Service button when you are finished to have your tray/table picked up. Enjoy your meal and have a pleasant morning/afternoon/evening”.
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Do side work and go on tray/table runs. Advise the Room Service Order Taker when the tray/table has been picked up so that it can be noted in the log-book. Also advise him or her of any comments you or the guest may have about the experience.
Table Service
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Ask the guest if you can set up the table for them.
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Place the tablecloth properly on the table.
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Place the folded linen napkins at the place setting(s).
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Position the silverware properly.
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Place the vase with flower in the middle of the table along with condiments.
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Offer to seat the guests (pull the chair out when possible).
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All beverage lids removed and held for later disposal. Serve the beverage(s). All plate covers will be removed and taken with the Server when leaving the room.
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Serve the food without the lids, appetizer first. If guests would like everything on the table, serve it. Otherwise, leave everything in the hot box and give the guest instructions as how to remove the food.
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Order(s) is reviewed with guest as food items are displayed.
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Ask the guest, “Is everything as you ordered? May I bring you anything else at all?”
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Discreetly inform guests about the service removal card so we may know at what time to remove the service table or tray. Or, if they prefer, they may leave the service tray outside the room.
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Before leaving, the Server will tell the guest: “Please dial extension … or press the Room Service button when you are finished to have your tray/table picked up. Enjoy your meal and have a pleasant morning/afternoon/evening”.
Service Removal
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The service tray or table must be removed from the room within 5 minutes of the request.
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To remove the service, follow the same procedure as to enter the room. When service is removed, the service is over.
Product/ Supply Standard
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Carry the service tray and/or cart already set up.
