Sasongko N S.ST

1. TAKING ORDER BY PHONE

Take a moment before pick up the phone

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?”

A. GREETING

,”Good ………*, This is Room Service, Your Name’s speaking, how may I assist you?”

* Morning : 00.00 WIB – 12.00 WIB * Afternoon : 12.00 WIB – 18.00 WIB * Evening : 18.00 WIB – 00.00 WIB * Never say : Good NIGHT!!

B. ASKING ROOM NUMBER ,”Excuse me Madam/Sir, may I

know your room number please?”

If the Guest ask : ,”Why?” Please Answer : ,”Pardon

Madam/Sir, because our extention had no display of room number”

C. TAKING ORDER

• ,”Allright Madam/Sir, what would you like to order?”

• If the Guest not order full set up Menu, Please keep Up Selling.

• ,”Today, for Appetizer/Soup/Maincourse/Dessert we have …………., Madam / Sir, It is consist of …….., I think it is very suitable to accompany your Appetizer/Soup/Maincourse/Dessert

• ,”Would you like to try our Appetizer/Soup/Maincourse/Dessert, Madam/Sir ?”

D. REPEAT ORDER• ,”Allright, excuse me

Madam/ Sir, may I repeat your order?”

• ,” For Appetizer, 2 portion of….., for Soup, 1 portion of……etc…. for the Dessert, 3 portion of ….., and your room number is …. Is it right Madam/Sir?”

E. THANK YOU ,”Allright Madam/Sir, thank you very much for

your order, please give us for a moment and I will be there with your order”

The Guest must be say : ,” Thank you” We Must answer : ,”My Pleasure!” NEVER CLOSE THE PHONE FIRST!

2. CAPTAIN ORDER Always write Captain Order correctly, fill

all columns and write specific order as the Guest request detilly.

Give the master of Captain Order to Kitchen by Say: ,” Room Service, …..(Mention its order and its portion specifically)”

Leave its copied for our document

3. BILL

Always make Bill correctly, fill all columns, put the price itemly but not its Grand Total Price.

4. PREPARE EQUIPMENTS Prepare all R/S

Equipments by its order 1 by 1

1 dinner paper napkin for 1 pax order.

1 set cutleries for 1 pax order.

1 Guest Comment Card for 1 Room.

5. FILL ROOM SERVICE ACTIVITIES BOOK

Always write it correctly, fill all columns and keep Room Service Activities Book always open.

6. CONFIRMATION CALL• ,” Good morning/afternoon/evening

Madam/Sir, we are from Room Service, we would like to confirm that your order is ready, may we deliver it now?

• I f the Guest answer : ,”No, Please give me a minute” or, “No, please deliver it later”

We must answer : ,”How many minute Madam/Sir?

And after minutes the Guest asked, please do re-Confirmation Call

• If the Guest answer : ,” Allright…..”

• We must answer : ,”Certainly Madam/Sir,

please give us a minute and we will be there with your order, thank you”

7. FINISHING BILL Account its Tax, Service, and its

Grand Total Price. Write it all to the Bill and fill the

empty columns of price with “Z” sign. Please always remind its Grand

total Price. Put the Bill in to Bill Holder with an

open or ready to use Pen.

8. DELIVERY ORDER

Always use proper tray based on ordered items

Round tray : If ordered item is only beverage or light snack.

Square tray : if item order is large portion.

Always put heavier item close to your body

A. KNOCK THE DOOR Knock the door 3 times and

say : ,”Room Service!” Clearly and Politely

Wait until 10 accountly and repeat it again.

After 3 times knock the door, do not repeat again, just call FO to call the Room.

If the Guest say something, do not answer it, just keep do the “Knock Door Procedure”

B. GREETING

,”Good ……. Madam/Sir,this is your order”

Never come in to the Guest Room without their permition, by ask :,” Excuse me, may I come in Madam/Sir?”

,” Thank you”

C. COME IN ,”Excuse me Madam/Sir, where I should put this?” If its area not enough to put your tray, we may put

its ordered items without its tray. Explain its items 1 by 1.

D. CLEAR UP CALL

,”If you don’t mind, please call us at 310 and we will clear up after you finish to enjoy your meal”

E. PRESENT THE BILL Present the Bill to the host, by open it

and facing to the guest. If Cash:

,”Thank you very much Madam/Sir, 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 full name

Madam/Sir?”

F. THANK YOU

,” Thank you very much and have a nice day Madam/Sir!”

Close the door gently.

If there are reduction of R/S equipments, please sign it in R/S Activites Book.Example : Tray, Dinner Napkin, etc.

9. RE-CONFIRM R/S ACTIVITIES BOOK

10. CLEAR UP / CHECK CORRIDOR

Always bring notes to write all equipments that we clear up and its locations.

Do not take other of our equipments.

Example: Cup, Saucer, Tea Spoon of Housekeeping Department.

11. FINISHING R/S ACTIVITIES BOOK

Move all of notes to R/S Activities Book, include:Welcome Drink, Borrowed Items by Guests and other Department.

If there are no record, please keep write it as its fact, just strightly on its columns needs.

KEEP IT UP...!!!