TIPS OF ROOM SERVICE/ROOM SERVICE

• Taking Orders in Room Service

  1. Pick up the telephone within 3 rings
  2. Greet the guest with “Room service, good morning Mr/s…”
  3. Take down the order on a kitchen order ticket, including the following details

  • Date
  • Time or desired time to serve
  • Room number
  • Number of person
  • Items ordered guest name
  • Special request
  • Order taker
• 4. Repeat the order “May I repeat your order Mr/s…?

  5. Inform the guest on timing “Your order will be ready in approximately 20 minutes Mr/s

  6. Ask the guest if there is anything else “Is there anything else Mr/s?

  7. Thank the guest “Thank you for calling Mr/s”

  8. Hang up

  9. Try to upsell (beverage)
• Arrival and Seating

  • Guest to be greeted or acknowledged within 15 seconds of entering the restaurant
  • Guest to be greeted in a pleasant and friendly manner
  • Ascertain guest name and use it during interaction
  • Check if smoking or non-smoking was preferred
• • Escort the guest to his table
  • Guest should be seated within 1 minute of their arrival
  • Seat the guest at a fully laid table
  • Offer chair assistance with napkins
  • Remove extra covers if necessary
  • Present the menu/wine list
• Suggestive Selling

  Dessert

  • After the customer has completed his/her main course, offer him/her specific dessert by saying “Would you like to try our Chocolate Mud Pie for your dessert”
  • Present the dessert menu with the recommendation for a specific dish e.g. “You should try our Lemon and Pepper Creme Brulee, it is  really delicious”
• Tea/Coffee

  • After the guest has finished his dessert, ask if he would like to have tea/coffee by saying, “we have a large selection of different types of tea, perhaps you would like to try one, we have…”
  • After the guest has ordered coffee suggest some liqueur, port, cognac, along with his/her coffee
• When Caller is Looking for Somebody

  1. If person calls looking for somebody, please use the following phrases when speaking to the guest

  • Whom would you like to speak to Sir/Madam
  • Please hold the line while I look for Mr/s
  • Press hold button and locate guest
• If the guest is found inform him/her

  • Excuse me Mr/s, there is a call for you
  • If you know the name of the caller use it
  • If the guest asks you to take a message to do so

  If the guest is not found inform the caller

  • Thank you for waiting sir/madam, mr/s.. is not in the restaurant, would you like to leave a message?”
• Communicating During Service

  Procedure:

  • When communicating with anyone during service, be brief and to the point. Do not ramble.
  • If guest ask for anything whether it is related to F&B or not, you should never say “that’s not my job” or “please check with the Front Office Assistant for the information”. You should be able to answer, if you do not know say “I will find out for you sir/madam/miss”
• • If a guest asks for a dish, which is not in the menu, say “sir, may I check with the chef and let you know?”
  • Never say “I am sorry I cannot help you”, offer options and alternatives.
  • Do not stand in groups and discuss in the restaurant.
  • Check your body language while in the restaurant. No pointing fingers or awkward gestures.
• Sanitation Standards in Handling Service Equipment

  1. Set up and serve only the clean and sanitized glasses, cutleries, china wares and other service equipment.
• Equipment should not be exposed to contamination. Keep them in closed drawers or cabinets, not exposed to open air and dirt.
• 1. Food delivered for room service must be covered to avoid bacterial contamination.
• 1. All service equipment must be wiped-dry with clean wiping cloth to protect them from watermarks. The cloth used for this purpose must be segregated from other cloths and if possible color coded.
• Handle glasses by the stem or base, cutleries by the handler.
• Underline bowls with a plate and never serve them with the finger touching the rim.
• 1. Avoid touching foods and cutleries with bare hands. Use plastic scooper for serving ice, serving spoon and fork for dishing out foods.
• 1. Never hold/serve the toothpick, straw or napkin with bare hands. Protect them from bacterial contamination by serving them in wrappers or in their respective dispenser.
• 1. When serving additional cutlery or napkins, place them in a small plate to avoid direct contact with the hand.
• 1. The thumb should be kept away from the tip of the plate to avoid touching the sauce, meat, or dish.
• 1. When setting up cutleries and glasses avoid leaving finger marks on them by carrying them in trays or by placing them inside a cloth napkin
• 1. Never serve food and cutleries that have fallen on the floor.
• 1. To protect food from contamination, keep them covered when they are not served immediately.
• 1. Wash hands and wipe dry food containers before using them
  2. Wash hands before and after work.
• 1. Avoid placing foods on top tables or counters.
  2. Check service stations for cleanliness and possible pest infestation. Keep the station neat, clean and free from foul odor.
• Never serve cutleries, glasses, cups, or China wares that are oily or with finger marks, lipstick, or spot. Remove them from the service station and bring them to the dishwashing area for proper washing.
• 1. Use hot water to remove grease.