Food & Beverage

SEQUENCE OF SERVICE – ROOM SERVICE

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

At the end of this session we will learn;

All the steps on how to provide a Room Service Service

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

Guide •Concept

•Interest / Benefits

•Steps

•Feedback

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

Concept The concept is to achieve one same way to deliver our Service through Consistency to meet our Guest expectations

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

Interest / Benefits •A job done properly

•Increase your professional experience

•Impress the guest through consistency

•Gain guest satisfaction

•Better tips

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

StepsTAKING THE ORDER

 1.- We answer the phone within three rings2.- We will greet the guest by saying “Very good evening, Room Service, Yasser speaking, how may I help you?”Note: In case we don’t know the name of the guest we will request it by saying “May I have your name please?”3.- We will take the order leading the conversation and suggesting extra dishes to increase the sales. We will also request for the points of cook and allergies4.- We will recheck the order with the guest by saying “May I repeat your order please?”5.- We will inquire if there is anything else we might get for them by saying “Is there anything else we might get for you?”

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

StepsTAKING THE ORDER

 6.- We will inform the guest about the delivering times (10 min. for single items, 20 min. for cold food and 30 min. for hot food)Note: In case we cannot deliver the order in the “delivery time” promised, we will call the guest before the end of the original delivery time to inform them about it by saying “Mr. Smith due to logistic challenges your order will take 10 min more”7.- We will confirm and recheck the room number with the guest by saying “Mr. Smith please let me double check your number which is 2330”8.- We will thank the guest for calling to RS by saying “Mr. Smith, thank you for calling RS, enjoy your meal”

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

StepsTAKING THE ORDER

 Note: At least twice during the interaction we will call the guest by their name but not more then three times. Note: If we must put the call on hold, we should ask first the guest to be put on hold, wait to get his permission and then act. We will never let the guest waiting for longer than 30 sec.Note: The time of the order must be written down in the order

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

StepsTET UP 1.- Read carefully the order

2.- Get all the items and tools we need to set up the table/tray and make sure they are in good shape and clean3.- Set the drinks (without ice) followed by the food4.- Cover any food and beverage items5.- Before departure from outlet verify once again the order

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

StepsDELIVERING 1.- Before entering to the room we must remove all

type of paper, plastics, foil paper, etc…2.- Before knocking the door make sure you are in front of the right room number, 3.- Knock the door three times and repeat the process maximum three times (10 seconds between each time) by saying “Room Service” (also in a moderate tone of voice)Note: Moderate tone of voice means enthusiastic voice full of energy with a clear rate of speech and slight pitch of voice / fluctuation in voice tone.4.- Welcome the guest with eye contact and a smile by saying “Good evening Mr. Smith, here we go with your dinner. Where would you like me to place it?”Note: Make sure the door stays open

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

StepsDELIVERING 5.- Bring the table/tray to the place where the guest

asked you6.- Make sure you leave the tray in a safe place and the table with the breaksOffer the guest to prepare the tableNote: Inform the guest about the hot items also about the items/condiments7.- Get the chairs close to the table8.- Recheck with the guest the order9.- Ask the guest if there are any other requirements by saying “Is there anything else we might get for you?”10.- Ask the guest to sign the billNote: The bill must be detailed and broken down by items

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

StepsDELIVERING 11.- Refresh the memory of the guest and tell them

where to call to get the table to be picked up or give the potion to leave the table outside the room12.- Bid farewell the guest by saying “Thank you Mr. Smith, enjoy your dinner and have a nice night”13.- Make sure you close the door properly when leaving the roomNote: At least twice during the interaction mention the name of the guest

JAZ Food & Beverage

SEQUENCE OF SERVICE - ROOM SERVICE

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