TELEPHONE & SERVICE SEQUENCE 1. PICK UP THE PHONE BEFORE THREE RINGS. 2.

SAY “ GOOD MORNING / GOODAFTERNOON / GOOD EVENING “ ROOM SERVICE, HOW MAY I ASSIST YOU? 3. WRITE DOWN THE ROOM NUMBER, THE ORDER, WITH CORRECT PORTION, DISHES NAME, PAX, DATE, TIME ETC. 4. REPEAT THE ORDER, ROOM NUMBER ETC, THANK THE GUEST AND INFORM THE MINIMUM PICK UP TIME. 5. IF POSSIBLE SUGGEST AND SELL HIGH COST ITEMS ON THE MENU. 6. SMILE WHILE YOU TALK ON THE PHONE BECAUSE THE GUEST CAN SENSE YOUR MOOD. 7. PLACE THE ORDER IN THE KITCHEN AND KEEP NECESSARY PORTION DISHES, PLATES, TEAPOT, COFFEE POT ETC AS REQUIRED FOR THE CONCERNED ORDER. 8. MEANWHILE PREPARE THE TRAY WITH CLEAN TRAY MAT, CRUET SETS, CUTLERY, NAPKINS, SAUCES, FOOD COVERS, ETC. 9. RECHECK THE TRAY BEFORE LEAVING THE BACK AREA. GET IT CHECKED BY THE CAPTAIN. 10. PRESENCE OF MIND IS MOST IMPORTANT. COLLECT THE CORRECT DISHES AND BILL IN THE FOLDER. ON THE WAY RECOLLECT THE ROOM NUMBER AND CROSS CHECK IF YOU HAVE FORGOTTEN ANYTHING. 11. ON REACHING THE ROOM, PRESS THE BELL OR KNOCK GENTLY ON THE DOOR ANNOUNCING “ROOM SERVICE”. 12. WISH THE GUEST AND ASK CLEARLY WHERE THE TRAY HAS TO BE PLACED. GET THE BILL SIGNED. DO NOT ANTICIPATE FOR TIPS. 13. ASK THE GUEST WHEN YOU SHOULD RETURN FOR CLEARANCE. 14. THANK THE GUEST AND LEAVE THE ROOM CLOSING THE DOOR SOFTLY BEHIND YOU. 15. RETURN AND CLEAR THE ROOM. ( PREFERABLY WITHIN HALF AN HOUR IF TIME NOT SPECIFIED BY THE GUEST ) 16. RETURN THE SIGNED BILL TO THE R.S.O. T. CHECK IF ANY OTHER PENDING ORDER HAS COME AND REPEAT PROCEDURES AS MENTIONED.

NB; ANY STEWARD NOT ADHERING TO THIS WILL BE DEBITED THE COST OF THE FULL ORDER.

Ask for water preference. 2) Seating the guest. While the guest pays the bill ask them to get the comments card filled. Explain the dishes to the guest. Would you like to have Naan or Roti? Plain or with butter? 5) Ask the guest about the food served. We are having (name) soup in Non Veg & (name) soup in veg. 9) Thank the guest for being with us.GUEST ETIQUETTES 1) Welcoming the guest.Which one would you prefer? 4) After guest finishes the soup accompany them to the buffet take plate & handover to the guest. Unfold the napkin keep in side plate. 8) Present the bill along with comments card & pen. Would you like to have buffet? If yes. 6) Clear the table when the guest finishes main course & goes for dessert. Meanwhile ask for Naan / Roti. Thank you Sir / Madam have a pleasant day / evening. 7) After clearing dessert place mouth freshener & toothpick. Good morning / afternoon / evening Sir / Madam? Are we holding any reservation for you? If the guest is not having any reservations ask how many persons are accompanying them & lead them to the appropriate table. Would you like to have bottled water or filter water? Chilled or Room temperature? 3) After water service introduce buffet to guest. . tell the names of soups in buffet.