Sequence of Room Service..............pptx

1. Taking Order by Phone
 Don’t let the phone ringing more
than three times
 Take a moment before pick up
 Make sure you are on right position
 Keep on clearly and politely sound
 If you are not sure about the
information, always say ,”pardon
madam / sir, would you
mind to repeat ?”

Taking Order by Phone
 “ Good morning / afternoon /
evening, this is room service, ( your
name ) speaking, how may assist
you ? “
 Morning : 00 – 11.59 am
 Afternoon : 12 – 5.59 pm
 Evening : 6 – 11.59 pm
 Never say GOOD NIGHT
Greeting

 Make sure the room number based
on digital telephone display
Asking the
room number

 “ Allright madam / sir, what would
you like to order ?”
 Upselling special food and beverage
on this periode
 “ Today for appetizer / soup / main
course / dessert we have ..., it is
consist of ... , i think it is very suitable
to accompany your appetizer / soup /
main course / dessert
Taking Order

 “ Allright madam / sir, may i repeat
your order ?, for appetizer, 2 portion
of ... , for soup, 1 portion of ..., for
main course, 2 portion of ..., for
dessert, 2 portion of ... , and the last,
for drink, 2 portion of ... And your
room number is ... , it is allright
madam / sir ?. “
Repeat order

 “ Allright madam / sir, thank you very
much to your order, please give
us about ... minutes and we will be
there with your order.”
 Never close the phone first
Asking thanks &
time estimation

Captain Order
 Always write captain order correctly,
fill all columns and write specific as the
guest request detilly
 Give the master of captain order to
kitchen and bar by say : “ Room
Service, ... ( mention its order and
portion specifically )”
 Leaved its copied for our document

Captain Order
Correct Incorrect

Billing
 Always make bill correctly
 Don’t forget to input SIP number
when the guest are member
 All transaction in this outlet must be
setlled to room even the guest
paid by cash or card
 Never write the guest name on the
column by your self

Prepare Equipment and
Supplies
 Prepare tray and all equipment
needed and adjustment with
order
 1 set cutlery for 1 pax order, and etc
 Make sure all equipment is complete
and must be clean

Prepare Equipment and
Supplies

Filling Room Service
Expedition Book
 Always write correctly based on how
much and kind of equipment will send
to the room, including vip
treatment or borrowed items

Delivery Order
 Make sure the order is complete
based on captain order, if any
specific item or special request,
must be checked
 Always use proper tray based on
ordered items. Use Round tray if
ordered only beverage or easy
bites. Used Square tray if ordered
much items or large portion
 Always put heavier item close to your
body
 Use trolley when the order more than

Delivery Order
 Knock the door three times and say “
Room Service “ clearly and
politely.
 Wait until 10 second and repeat it
again
 After three times knocked the door,
don’t repeat again, call the room by
telephone in pantry. ( this procedure is
applied when the room is
privacy status )
 If the guest say something, don’t
answer, just keep going.
Knock the door

Delivery Order
 “ Good morning / afternoon / evening
sir / madam ( better when you
call the name ) this is your order,
may i come in ? “
 Never come in without their
permition
Greeting

Delivery Order
 Never look around the guest room
 “ Excuse me madam / sir, where i
should put this ? “
 Explain the items one by one with
specificly as the guest requested
 If everything is correct, you can
suggest to upselling another
Come in

Delivery Order
 “ if you don’t mind, please call us at
ext.4 and we will clear up after you
finish to enjoy your meal, or you
can put this tray infont of the door ”
Clear up
courtesy

Delivery Order
 Preset the bill by open and facing to
the guest
 If cash , check the money first, “
thank you madam / sir, i
accept ... rupiah, please wait for a
minute and i will be back with
the bill and its changes
 If room charge , “ may i ask your sign
with fullname madam / sir ? “
Presenting Bill

Delivery Order
 “ Thank you madam / sir, please enjoy
your meal and have a nice day “
 Close the door gently and always
facing with the guest
Bid Farewell

Courtesy Call
 After a half an hour until an hour
from delivering the order, you must
call the room to make sure the
guest is finishing the meal and
permit for clear up.
“ Good morning / afternoon / evening
madam / sir, this calling from
room service, i am ( your name )
you was ordered about a half an
hour ago, are you finished? may
we come in to clear up ?”

Check Floor
 Sweeping all corridor room by floor
 Always bring notes to write
equipment that we clear up and
locations

Reconfirm Room Service
Expedition Book
 Checklist and correcting with actual
equipment was collected with send
items before

Sequence of Room Service..............pptx

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Sequence of Room Service..............pptx