ROOM SERVICE CONVERSATION STANDARD
HOW TO TAKE A FOOD ORDER
PHONE Good morning, afternoon, evening, room service (employee's name) how can I help you?
TIP Answer the phone within 3 rings, always identifying dept.and giving assistance
PHONE Good morning, afternoon, evening (use guest's name) what would you like today?
TIP Use telephone's display to recognize guest's name
PHONE Mr.Mrs.Miss (use guest's name) for how many people will be the order?
TIP Once you obtain number of people dining it will be easier follow the order
PHONE In addition of the R/S menu we have daily menu available. Would you like me to read it to you?
TIP Giving the option sometimes puts the guest in difficulty so be careful, let him/her decide
PHONE Mr.Mrs.Miss (use guest's name) may I suggest an appetizer to start with?
TIP During interaction use guest's name and give them assistance, the best you can do!
PHONE The chef today recommends…(locate a dish). Do you think will match you taste?
TIP Having the chef's recommendation give to the guest more confidence in any choice
PHONE What would you prefer today, fish, meat or vegetarian?
TIP Recognizing guest's taste will help you to go through the order
PHONE Because you do not find anything that satisfied your request would you like something off the menu?
TIP Try to accommodate any reasonable off menu requests
PHONE Would you like any cheese or dessert with your meal?
TIP Cheese and dessert are always accepted if there are offered
PHONE Would you like your dessert to be delivered after your main meal?
TIP Offering a post-meal dessert gives to the guest an idea of excellent service
HOW TO TAKE A BEVERAGE ORDER
FOLLOW THE FIRST FOUR STEPS DESCRIBED ABOVE
PHONE What would you like to drink (use guest's name) ?
TIP Try to recognize guest's needs
PHONE May I recommend a bottle of wine with your meal?
TIP Check if guest has already choose the wine to combine with his/her meal
PHONE May I tempt you with a bottle of (use wine's name), that goes really well with your meal ordered?
TIP Use wine logbook to decide which wine goes accordingly with the guest's meal
PHONE Seems to be a special occasion may I suggest a sweet wine or Champagne to be delivered
with your dessert Mr.Mrs.Miss (use guest's name)
TIP Up-selling is not very easy please use discretion when offering something extra
HOW TO COMPLETE A ORDER
PHONE May I check with you if the order is correct?
TIP Remember to double check the order just to avoid any mistake
PHONE The room service will be delivered in (approximate time) in your room (ask room #) confirmation
TIP Do not forget to give an approximate time and to confirm to guest room number
PHONE Thanks for calling the room service Mr.Mrs.Miss (use guest's name)
TIP Always thanks the guest before conversation ending