Room Service

As it is pre defined by its name that, service of food and beverage in guest rooms. It takes place when the guest places their order with Room Service Order taker (RSOT). The waiter receives the order and transmits the same to the kitchen. In the meanwhile he prepares his tray or trolley. He then goes to the cashier to have a cheque prepared to take along with the food order for the guests’ signature or payment. Usually clearance of soiled dishes from the room is done after half an hour or an hour. However, the guest can telephone Room Service for the clearance as and when he has finished with the meal. There are two types of Room Service:Its main advantage is highest guest satisfaction and fewer skills are required. But its main disadvantages includes that, food may get cold, as food has to be transported from kitchen to rooms. Also service may be delayed during peak hours of operation.

Centralized room service

Here all the food orders are processed from the main kitchen and sent to the rooms by a common team of waiters.

Decentralized room service

Each floor or a set of floor may have separate pantries to service them. Orders are taken at a central point by order-takers who in turn convey the order to the respective floor pantry. Only snacks and beverages are served from this place, and other main items are served from the main kitchen only.

 Room Service is very important because the actual service is done without any supervision and if there is anything done wrongly or not brought at the first time, then there are no chances of any correction of the mistake. Therefore everything should be checked in the beginning itself.

In room service department, the task of order taking is most important as:

• The guest is talking to the order taker through phone, not in person.
• This task reflects/improve the image of the hotel.
• This task can increase the revenue sale of food & beverage service dept. by a great margin.
• This task can make the guest a satisfied and delighted guest and thus can convert him in a repeat clientele.

Sequence of order-taking in room Service

Step 1: receive telephone for room service:

• Smile when you talk. A smile helps you sound more relaxed and pleasant.
• Speak clearly to the receiver. Avoid slang (bad words), technical terms, or hospitality words that callers may not understand.
• Use proper grammar and diction. Avoid “yep,” “uh-huh,” and “ok.” Instead, use “yes,” “certainly,” or “absolutely.”
• Answer the phone within three rings. A phone that rings more than three times gives a caller the impression that you don’t want to take the call.
• Always tell your name, and the name of department.
• Give the caller a friendly greeting, such as “Good Morning” or “ good Evening,” and ask how you may help him or her.
• Give the caller your complete attention. Pretend he or she is standing right in front of you.
• Talk only to the person on the phone, not to any one else around you.

Step 2: Get order and enter it into the order taker book or form.

• Ask the person giving the order for:
• Name of the dishes
• Quantity/ portion of the said dish.
• If possible, give details about the dish, i.e. this is made of beef or chicken etc.
• Ask any special request for different preparation or accompaniments etc.
• For difficult or unusual names, refer the room service menu. Repeat all information back to the guests and thank them for giving the order.
• Under the correct spelling of the name of dish, write it the way it sounded when it was pronounced.
• Write your initials next to the order.

Step 3: Make suggestions

• If a caller asks what’s on the menu, describe several entrees.
• Tell them the specialty of the house.
• Describe them the important ingredients of any dish, which may be special for him/her.
• Try to sell more than he orders, inform of best accompaniments with his said order.
• Describe him the alcoholic or non-alcoholic drinks, which can go along with his/her order.

Step 4: Thanks guest for giving the order. Tell him the approx. preparation time required.

Step 5: Give the order slip to the room service boy allotted for the floor.

Step 6: make the guest bills as per house rule and handover it to the concerned room service waiter/waitress.