TAKING ROOM SERVICE ORDER *Once inside the room, leave the door open unless the guest

m, leave the door open unless the guest orders you to close it.
* Ask the guest where he/ she wants the tray or trolley to be set- up.
Phone rings 3x before lifting the receiver.
Waiter: Where would like me to set- up your table Maam/ Sir? Shall I leave the
Waiter: Room Service Department, this is YOUR NAME. How may I help you? food on the trolley or you want it transferred to your table?
Guest: This is NAME OF GUEST, may I ask for a breakfast tomorrow to be Guest: please set- up her.
delivered in my room?
Waiter: Yes Maam/ Sir. May I know your order Maam/ Sir?
Guest: please deliver to me for a breakfast, a cup of rice, sunny side up and a cup Waiter: May I present the bill?
of black coffee. Guest: Yes please.
Waiter: Would that be all Maam/ Sir? Waiter: How would you like to pay us sir? Cash or have it charged into your
Guest:Yes it is. room?
Waiter: Let me repeat your order Maam/ Sir. You ordered a cup of rice, sunny Guest: I’ll just pay you in cash here.
side up and a cup of black coffee. What time would you like us to deliver your Waiter: I receive 350 pesos cash from you Maam/ Sir.
order Maam/ Sir? Waiter: Is there anything else that I can do for you Maam/ Sir? Would you like
Guest: At 6:00 am please. me to open the curtain to brighten the room Maam/ Sir?
Waiter: May I know your room number Maam/ Sir? Guest: Yes please.
Guest: Room 143.
Waiter: Thank you so much Maam/ Sir. Your order will be delivered on time. *Before leaving, ask the guest when he wants the soiled dishes to be cleared.
Goodnight.
Waiter:Maam/ Sir, when do you want me to come back to clear the soiled dishes?
DELIVERY OF ROOM SERVICE ORDERS Guest: At 9:00 am please.
Waiter: When you are ready, please call us and dial 213. Thank you so much
*Double check the Mise en Place and the food/ beverage order before they are Maam/ Sir, enjoy your meal and have a nice day.
delivered to the guest.
*Make sure the tray or trolley has a complete set- up to include:
● Sidings, garnish and accompaniments
● Cover for food
● Water with glass cover
● Condiments eg. Ketchup, salt and pepper etc.
● Table napkin and other requirements.
*Knock gently or activate the buzzer. When entering the room announce: “
ROOM SERVICE.” Never enter unless you are told to come in.
*Once the door is open, greet the guest by the hour of the day and say:

Waiter: Good Morning Mr/ Ms. NAME OF GUEST, here is your room service
order, may I come in?
Guest: Yes please.
 WAITERING SCRIPT Hold the menu in 45 degrees angle. Right hand on top and left hand on the
bottom.
Prepare the table in A la Carte: centerpiece, showplate, water goblet, dinner Waiter: Excuse me Maam/ Sir, here is our menu for your food selection.
knife, dinner fork and bread plate. Waiter: Excuse me Maam/ Sir, please call my attention when you are ready to
order. Excuse me for a while.
Welcoming and Greeting the Guest
Taking the Guest’s order
Waiter: Good Morning Maam/ Sir welcome to NAME OF RESTAURANT. How
may I help you? Bring pen and paper. Come forward when the guest calls your attention. Stand on
Guest: I would like to have a table for two please. the guest’s right side.
Waiter: May I suggest a table for you Maam/ Sir? Waiter: Excuse me Maam/ Sir, are you done? May I take your order?
Waiter: Where would you like to be seated Maam/ Sir? Smoking or Non- Guest: Can I have calamares, corn soup, tossed green salad, lamb chops, mango
smoking area? float and orange juice?
Guest:ANSWER Waiter: How about the Maria Clara red wine Maam/ Sir? It’s a good complement
Waiter: Near to the window, near to the door or near to the counter? for you meal Maam/ Sir?
Guest: ANSWER Guest: Yes, give me that also.
Waiter: this way please. Waiter: May I repeat yor order Maam/ Sir? You ordered, one calamares, one corn
soup, one tossed green salad, one lamb chops, one mango float, one orange juice
Sitting the Guest and a bottle of Maria Clara red wine. Did I get your order correct Maam/ Sir?
Guest:yes you did.
Waiter: Is this table okay for you Maam/ Sir? Waiter: Excuse me Maam/ Sir, may I get the menu?
Guest: Yes, this table is okay for me. Waiter: I’ll be back 10- 15 minutes to serve your order Maam/ Sir. Excuse me for
Waiter: Please have a seat. a while.
Stand on the guest’s left side.
Waiter: Excuse me Maam/ Sir, may I lay the table napkin on you lap? Serving the Guest’s order
Get the table napkin, holdin it on the tip and lay it on the guest’s lap
Waiter: By the way Maam/ Sir I am YOUR NAME , your waiter for today. Adjust table appointments according to the guest’s order.
Excuse me for a while Maam/ Sir. Waiter: Excuse me Maam/ Sir, may I adjust your table appointments?
Go to the Mise en Place. Get the water pitcher and return to the guest’s table. Arrange the table appointments on which side of the table you place them. NO
Waiter: Excuse me Maam/ Sir, here is your cold water for you refreshment. CROSS OVER.
Pour water on to the water goblet, fill the goblet at ¾ level. Serve order on guest’s left side and retrieve the dishes on the guest’s right side.
Waiter: Excuse me for a while Maam/ Sir. Beverage should be serve on the guest’s right side.
Return the water pitcher to the Mise en Place. Get the bread thon Although retrieving soiled dishes is on the guest’s right side, the bread plate and
g and bread basket on the table. Stand on the guest’s left side. bread knife and appetizer plate and cocktail fork should be retrieve on the guest’s
Waiter: Excuse me Maam/ Sir, here is your complementary bread. left side. But asking permission to do it, is still on the right side of the guest.
Waiter: Excuse me Maam/ Sir. Here is your calamares appetizer. Enjoy your
Return the bread thong and bread basket to the Mise en Place. Bring the menu food Maam/ Sir. L
and hold it on your side. Waiter: Excuse me Maam/ Sir, are you done? May I get the soiled dishes? R
Waiter: Excuse me Maam/ Sir? Here is your corn soup. Enjoy you soup Maam/ Presenting the wine
Sir. L
Waiter: Excuse me Maam/ Sir, are you done? May I get your soiled dishes? R Prepare the Mise en Place needed: corckscrew, table napkin, wine basket and the
Waiter: Excuse me Maam/ Sir? Here is your tossed green salad. Enjoy your food wine. Place the table napkin on your left arm.
Maam/ Sir. L Stand on the guest’s right side. Hold the wine bottle 45 degrees from the guest at
Waiter: Excuse me Maam/ Sir, are you done? May I get your soiled dishes? R eye level. Right hand on top, bottom of the wine on the arm.
Waiter: Excuse me Maam/ Sir? Here is your lamb chops. Enjoy your meal Waiter: Excuse me Maam/ Sir, here is your Maria Clara red wine. With a good
Maam/ Sir. L vintage of 5 years and has 11% alcohol volume.
Waiter: Excuse me Maam/ Sir, are you done? May I get your soiled dishes? R Waiter: May I open the wine for you Maam/ Sir?
Turn around, open or remove the foil and wire cap or cage. Using a corkscrew
remove the cork slowly from the bottle. Present the cork to the guest.
Waiter: Excuse me Maam/ Sir, here is your cork for your aroma evaluation.
Waiter: Excuse me Maam/ Sir, may I pour the wine on your glass?
Place the bottle neck on your left arm. Do not let the glass and bottle touch one
another. Pour the wine slowly, careful not to spill on the table. Fill the wine glass
on 2/3 level only. With your right hand turn the bottle clockwise while left arm is
lifting the bottle slowly. Wiping the bottle’s mouth on the table napkin.
Waiter: Shall I leave the wine bottle on the table Maam/ Sir?
Place the wine bottle in line with the water goblet. With the label facing the guest.
Waiter: Excuse me for a while Maam/ Sir.
Waiter: Excuse me Maam/ Sir, are you done? May I get the soiled dishes?
Waiter: Excuse me Maam/ Sir, are you done with your wine? May I get the
soiled dishes?
Waiter: Excuse me Maam/ Sir, here is your mango float dessert. Enjoy your
dessert Maam/ Sir.
Waiter: Excuse me Maam/ Sir, here is your orange juice. Enjoy your beverage
Maam/ Sir.
Waiter: Excuse me Maam/ Sir, are you done? May I get the soiled dishes?
Waiter: Excuse me Maam/ Sir, are you done with your beverage? May I get the
soiled dishes?

Presenting the bill

Hold the menu on your side. Stand on the guest’s right side of the table.
Waiter: Excuse me Maam/ Sir, do you have any additional order?
Guest: No, I’ll just wait for my bill.
Waiter: Okay Maam/ Sir. Just wait for your bill. Excuse me for a while.
Waiter: excuse me Maam/ Sir, here is your bill.
Put the bill tray on the table and open it.
Waiter: with the total amount of 3,000 pesos. How would you like to pay us
Maam/ Sir? Cash or card?

IF CARD:
Guest: I’ll just pay you in card.
Waiter: I receive your card Maam/ Sir. Please wait for your card and receipt.
Waiter: Excuse me Maam/ Sir. I’m sorry, we found some difficulties in obtaining
your card. Do you have another card or do you want to pay us in cash?

IF CASH:
Guest: I’ll just pay you in cash.
Waiter: I receive 3,000 pesos from you Maam/ Sir. Please wait for your change
and receipt.
Waiter: excuse me Maam/ Sir. Here is your change and receipt.

Bidding goodbye

Waiter: Excuse me Maam/ Sir, we would like to ask some comments and
suggestions regarding our food Maam/ Sir?
Guest: The food was good and delicious.
Waiter: How about our services Maam/ Sir?
Guest: It was good also.
Waiter: Thank you so much Maam/ Sir. We hope to see you on your next visit.
Have a nice day.
Adjust the guest’s chair and lead her/ him to the door.
 additional charge 5,000 pesos for decoration mam. How
would you
like to pay your bill mam cash, check or card? and we have
also a hotel
BANQUET RESERVATION SCRIPT policy 50% down payment.
(For phone call transaction) Customer: I’ll pay it cash. I’ll be there tomorrow.
Telephone rings...(answer after 2nd ring) Reservation Clerk: (Repeat details) Thank you for calling Cafe Amoree
Reservation Clerk: Cafe Amoree Restaurant, Good Morning. How may I Restaurant ,see You tomorrow ma’am. Have a nice day.
help you?
Customer: Can I have a banquet reservation?
Reservation Clerk: Yes maam /sir. May I know when it will be? So I
could check it to my bookings.
Customer: This will be on November 13,2020 3 TYPES OF BREAKFAST
Reservation Clerk: Just a second Ma’am, I’ll check it. (pause) November
13 is available for the whole day Ma’am. AMERICAN BREAKFAST
Customer:Oh that’s great!
Reservation Clerk: May I know your Name, Address and contact number
ma’am?
Customer: Maria Malabo Tacurong City,09303003003 ● Is a heavy breakfast.
Reservation Clerk: Ma’am Maria ,may I know what type of event it is? ● Example are: eggs, meat like bacon and sausages, potato, bread and toast,
Customer: It’s the 25th birthday of my sister. And I want to surprise her. butter, waffle, cereal, coffee, tea, juices and fruits.
Reservation Clerk: Good to hear that Ma’am Maria, we are here to help
you. What
concept would you like to prepare on that day
mam?
CONTINENTAL BREAKFAS
Customer: My sister love flowers so I want you to make the place
beautiful with flowers.
Reservation Clerk: Ma’am Maria. I got it, May I know how many guest do
you have ma’am? ● Is a light morning meal.
Customer: Just prepare good 100 persons. ● Consist of baked goods, jam, fruit and coffee.
Reservation Clerk: For our menu mam, we SET A, SET B, SET C. For
the SET A it has beef broccoli, chop suey, rice dessert and drinks. (Please
make your own for the other set.
Customer: I prefer to have SET A
Reservation Clerk: Okay Ma’am Maria, SET A is cost of 250 pesos per FILIPINO BREAKFAST
head and
multiplied by 100 heads with the total cost of 25,000
pesos. We have
 STATIC MENU
● It is a full meal usually consist of fried rice, tuyo, and egg.
● Example: taspsilog, bangsilog, tocilog etc.
● Is a large menu, typically divided into categories, that doesn’t change
very often.

TYPES OF MENU

A LA CARTE MENU TABLE D’ HOTE MENU

● Is a French word that translates “by the card” or “according to the menu.” ● A menu that offers a choice of appetizer, entrée and dessert all at a fixed
● Items are separately/ individually priced. total price.
● Have more flexible prices.

STEPS/ SEQUENCE IN TABLE SERVICE

DU JOUR MENU

● French phrase that means “of the day.” ● Welcoming and greeting the guests.
● Menus are change daily, depending on what’s available or what the ● Sitting the guests.
chef’s prepared. ● Taking beverage/ water order.
● Present the menu.
● Taking food order.
● Correcting food covers
CYCLE MENU ● Serving the food order.
● Brushing and crumbling the table.
● Present the bill.
● Offers specific food items which repeat in a cycle for a set period of ● Receiving the payment.
time. ● Bidding the guest goodbye.
● Prepare again the table. ● Room temperature, 2/3 level only

WHAT ARE THE COMMON INCIDENTS THAT MAY OCCUR IN THE RESTAURANT?
WHAT WILL YOU DO WHEN THE RECEPTIONIST SITTED THE GUEST AT THE TABLE
WHICH IS NOT YET CLEARED?
● Spoilage
● Return of food
● Greet the guest - Taste
● Ask permission to clear and set up the table - Poor presentation
- Under cooked
- Wrong order
● Lost of property
● Alcohol over consumption
WHAT ARE THE STEPS TO OPEN THE WINE BOTTLE? ● Allergy to the food
● Dealing with children

● Prepare the Mise en Place

- Cork screw
- Table napkin WHAT IS THE FIRST THING TO DO WHEN INCIDENTS HAPPEN?
- Wine basket
● Hold the bottle 45 degrees, pointed away from the guest.
● Open / remove the foil and wire cap or cage.
● Remove the cork slowly. ● Acknowledge the complaint and get a solution.
● Pour the wine on the wine goblet.
● Place the wine bottle near the wine goblet.

WHAT TO DO WHEN GUESTS COMPLAINTS?

WHAT IS THE RIGHT TEMPERATURE FOR THE RED WINE?

● Listen attentively to the complaints ● These are pamphlets or special menu that are placed in the door knob or
● Apologize inside the room.
● Restate the problem
● Offer solution
● Follow up the guest
WHAT ARE THE STANDARD AMENITY SET ON THE TRAY OR TROLLEY?

● Coffee, sugar, and cream

● Bread, jam, marmalade or butter
HOW WILL YOU HANDLE GUESTS WITH RESTRICTIONS TO ALLERGIES?
● Folded table napkin
● Silver wares
● Cup and saucer
● Inquire specific allergies
● Suggest alternative food

WHAT TO DO DURING ROOM SERVICE?

WHAT ARE THE RELEVANT INFORMATION TO CHECK TO AVOID MISTAKE?

● Knock three times
● Declare room service
● Repeat the orders ● Greet the guest
● Check for the availability of order ● Introduce yourself
● Clearly state the quantity and price ● Set up the table accordingly
● Ask for additional service
● Say “Thank you” and “Goodbye”

WHAT IS A DOOR KNOB MENU?

WHAT WILL YOU DO AFTER PLACING THE TROLLEY INSIDE THE ROOM?
 HOW TO MAKE GUEST FEEL COMFORTABLE?

● Let the guest acknowledge or sign the delivery slip.

● Smile
● Know particular reservation
● Ask for the name
● Always address Maam/ Sir
WHAT COMPRISES THE MISE EN PLACE ● Always give extra attention by asking “Is there anything else that you
need Maam/ Sir?”
● Get feedback
● Check the tables and chair condition ● Always bid goodbye
● Check the linens
● Check if table appointments are clean and sanitize
● Check menu cards
● Fill condiments WHEN IS THE WINE LIST OFFER?

WHAT DO YOU CALL A “WAITER’S BESTFRIEND”? ● After they have ordered the food/ main course, so you will know what
compliments their meal and should be presented to the guest.

● CORKSCREW OR WINE OPENER, because it’s small and can be

carried in the waiters pocket.

WHAT ARE THE COMMON ELECTRICAL APPLIANCES FOUND IN WAITER’S

STATION?

● Tea or coffee warmer

● Bread warmer