Food and Beverage Services NCII

Basic Phraseology

ROOM ATTENDANT SERVICING

1 – Taking the Order through Telephone

FA: Good morning! Thank you for calling Room service department, this is __________,
how may I help you?
G: I just want to make an order.
FA: May I know your name and your room no. please?
G: I am __________ of room _______.
FA: Okay sir/ma’am ______, your menu is on your side table, have you seen it?
G: Yes
FA: May I take your orders now?
G: okay please give me a set of American breakfast.

2 – Apply Suggestive Selling

FA: ok mam/sir for your American breakfast, we have some option for you to choose. For
the choice of Freshly Baked bread which do you prefer, croissant, wheat bun, white
bread, Danish pastries, bagel or jam?
G: ok please give me croissant.
FA: ok mam/sir for the choice of cereal, which would you like? We have corn flakes, rice
krispies, coco puff, frosted flakes or oatmeal?
G: do not include any cereals in my order
FA: instead of other choices would you like to try honey cured bacon is one of our best
seller?
G: I rather try salami.
FA: for your salami mam/sir would you like spicy or sweet?
G: I love spicy
FA: alright mam/sir how about for your egg, is it scrambled, sunny side-up, hard boiled or
poached?
G: sunny side up
FA: for the choice of freshly sliced fruits a combination of 2, what do you want mam/sir, the
choices are orange, banana, watermelon, apple, grapes and pineapple.
G: orange and banana
FA: for the choice of fresh juice, which do you prefer orange, apple, pineapple, mango or
lemon?
G: lemon
FA: how about for your coffee, which do you like, hot coffee, hot tea, hot or cold milk or hot
chocolate?
G: I go with hot coffee

3 – Repeating Orders
FA: May I repeat your orders, sir/ma’am? Your orders are croissant, spicy salami, and sunny
side up egg, orange and banana, lemon juice and hot coffee. Did I get your orders
right?
G: Yes
FA: By the way sir ____, may I know how you would like to settle your bill, is it cash, credit
card or charge to your room?
G: Cash
FA: May I know how much will you pay in cash?
G: 1000 pesos.
FA: alright mam/sir your total bill is 700.00 pesos.
FA: Okay sir ____ of room ____, your food will be delivered after 30 minutes; would that be
okay with you?
G: Yes
FA: Okay sir, thank you for calling room service department, goodbye and have a great day.

3 – Delivery of Room Service Orders

TOK! TOK! TOK! ROOM SERVICE!
FA: Good morning sir ___, I am ____ and here is your order of American breakfast. May I
come in?
G: Okay come in.
FA: Sir/ma’am, shall I leave the food on the trolley or would you like me to set them up in
the table?
G: Just leave it as it is.
FA: Excuseme sir/maam here is your order of croissant,spicy salami, slices of orange and
banana, sunny side up egg, lemon juice, hot coffee and a glass of water as well as your
special request of creamery set for your coffee. Did I bring all of your orders right??
G: yes
FA: Sir, do you want me to open your curtain to brighten up your room?
G: No
FA: Would you like to adjust your air condition to your desired temperature?
G: No, thanks.
FA: Sir/ma’am, is there anything else I can do for you?
G: None thank you.

(Present Bill and Room Service Control sheet)

FA: Okay sir/ma’am, may I present the bill? Here is your bill.
FA: I received 1000 pesos; here is your change 300 pesos.
FA: Sir/maam when would you like me to come back to clear your soiled dishes?
G: After 1 hour.
FA: Okay, as of now it’s already 7 o’clock in the morning and I’ll be back at exactly 8 am.
Thank you sir, enjoy your meal. Feel free to call us if you need anything.

4 – Busing out Procedure

TOK! TOK! TOK! ROOM SERVICE!
FA: Good morning sir ____, I’m here to clean up, may I come in?
G: ok, please come in
FA: How would you like your breakfast sir?
G: it’s delicious, I love it.
FA: Thank you for the compliment sir; may I remove now your soiled dishes?
G: yes, please.
FA: thank you sir, have a nice day.

Prepared by: Mrs. Lou Cuenca