T.L.E

• Etiquette

  System of rules
• Table manners


  How you execute the action
• Basic Dining Etiquette


  • Don't talk when your mouth is full
  • Don't put your purse on the table
  • Chew with your mouth closed
  • Never chew gum at the table
• Parts of glassware


  • Rim
  • Bowl
  • Stem
  • Base
• Glassware

  • High ball
  • Shot glass
  • Coffee glass
  • Rocks
  • Wine glasses
  • Collins glass
• Room Service


  Part of the hotel operations where they serve food conveniently to their respective guest rooms by just calling the Room Service Department and placing an order of food and drinks to be sent to their room
• Advantages of Room Service

  • Can enjoy meals in privacy
  • Can place an order even at odd hours
  • it saves time
  • Celebrities want privacy away from public attention and the media
  • Some wish to wear casual wear, even night clothes
  • Some guests prefer to have private meetings in their rooms
• Disadvantages of Room Service

  • Room service is more expensive because of the convenience of eating in rooms
  • Guests in a hurry are intolerant to delays
  • The challenge for the hotel is to serve hot food. As food is transported to the main kitchen, food can get cold
  • Room service menus are limited
• Skills of Room Service Staff

  • Discretion
  • Diplomacy
  • Honesty
  • Perception
  • Ability to communicate
  • Local knowledge
  • Skills
• Equipment

  • Trollies
  • Plate warmer
  • Ice machine
  • Tea and coffee trays
  • Ice buckets
  • Champagne or wine trays
  • Hot boxes
• Room Service Pantry


  For keeping crockery, linen, food, beverages, and other equipment that are required in room service operations
• Room Service Pantry Location

  • Close to kitchen
  • Close to service lifts
  • Close to storage areas
• What an order should have

  • Date/Docket number
  • Name/Room number
  • Time of order
  • Time of delivery
  • Special requests
  • What was ordered
  • Extra special requirements
  • Who took the order
• Presenting Room Service Account

  1. Checking service documentation before presenting to the guest

  2. Present room service account to the guest

  3. Process payment of room service account
• Why do customers complain?

  • Their expectations have not been met
  • To help improve the service
• Most Common Complaints


  • Wrong information
  • Poor customer service attitude
  • Overpricing
  • Lack of adequate information
  • Delays
  • Unresponsiveness of service providers
• Types of Customers


  • Aggressive customer - Readily complains, often loudly and at length
  • High-Roller customer - Expects the absolute best and is willing to pay for it. Likely to complain in a reasonable manner
  • Rip off customer - Goal is not to get the complaint satisfied but to win by getting something that is not entitled to be received. "not good enough" response
  • Chronic complainer - Never satisfied, feels there is always something wrong
• Dealing with Difficult Customers

  1. Listen

  2. Build rapport through empathy

  3. Lower your voice

  4. Assume all customers are watching

  5. Know when to give in

  6. Never get angry or upset

  7. Never take it personally