O Flashcards
What knowledge must a Room Service order taker have?
A very good knowledge of all food and beverage items on the Room Service menu.
What skills are essential for a Room Service order taker?
The skills of talking on the phone in a confident and persuasive manner.
What must the order taker clarify before taking an order?
The name and room number of the guest.
What should the order taker do after taking the order?
Repeat the order to the guest to confirm it.
What factors determine the selection of a tray or trolley?
The number of items in the order and the number of persons to be served.
What is essential regarding service equipment?
All service equipment should be clean and in proper working order to ensure proper hygiene.
What should the server present to the kitchen and dispense bar?
The KOT to the kitchen barker and the BOT to the Room Service dispense bar.
What must the server ensure when collecting the order?
That the items are picked from the kitchen and the dispense bar as per the order, including all required sauces and accompaniments.
What should the server do when entering the guest room?
Knock firmly or press the doorbell and announce ‘Room Service’ in a confident, loud voice.
What should the server do if the guest takes time to respond?
Repeat the sequence of knocking and announcing.
What should the server do before entering the room?
Wait for the guest to open the door or ask the server to enter.
What greeting should the server use upon entering the room?
Wish the guest as per the time of the day and preferably use the guest’s name throughout the conversation.
Where should the tray or trolley be placed in the room?
Where the guest desires.
What should the server advise the guest about the food items?
If any item is too hot or cold.
What should the server explain to the guest?
The contents of the tray or trolley and that service is done as per company procedures.
What should the server ask the guest after presenting the order?
If anything else is required.
What is the final step in the room service process?
Presenting the bill to the guest for signature or cash/credit card settlement.
