PHRASEOLOGY

Room Service

Point of
Situation Posture Standard phrase
contact
Answering the
Guest calls to order
phone order Answer withing 3 rings Good morning Room service may i help you?
room service
taker
May i repeat your order?
Mr Smith you ordered pork sausage with scrambled eggs,correct?
Clear voice with
Repeating the order One Caesar Salad, one cheeseburger, medium, with an extra portion of Emmental cheese, and
positive personality
a fruit salad.
Taking the To drink, a bottle of sparkling water, and a glass of Chianti Classico”
order
Mr. Smith have you already chosen your beverage or may I make some suggestions?
Clear voice with
Upselling teqniques Would you like some juice with your order of scrambled eggs?
positive personality
Would you like a plate of freshly cut fruit with your order of cereals?”

Clear voice with

Mr Smith we will deliver your order within 20 minutes
positive personality

Good evening Sir.

Calling the Clear voice with This is Olga from room service.
Delay of order
guestr positive personality I am sorry to inform you that your order will be delayed Mr Smith.
It will be delivered to you at 20:30 instead of 20:20. I sincerely apologize for the inconvenience.

Greeting and entering Room Service.

Knock 3 times, smile
the room Good M/A/E mr/mrs (NAME), may I come in?

Mr Smith would you like me to open the curtain?

Look at guest, eye Where can I place your Lunch/Dinner?
Serving in the room
contact, smile Where can I place the trolley/tray? Your order is (STATE ITEMS).
Mr Smith here is your newspaper I will place it on this table

May I set the table for you?

May I take the dishes out of the hot box?
Look at guest, eye May I poor the beverages for you?
Additional Services
contact, smile May I open the wine?
May I brew the tea for you?
Is there anything else i can do for you Mr Smith?

Would you like dessert later Mr Smith?

Our tiramisu is delicious.
Look at guest, eye
Upselling Services I can bring it with a macchiato coffee
contact, smile
Shall I bring you the dessert and coffee in about 30 minutes?
Room service Feel free to call us by dialing 1 when you are ready for your dessert!

Here is your bill, Mr Smith.

Look at guest, eye
Presenting the check May I have your signature please
contact, smile
Could you please sign your check? Thank you.

Would there be anything else?

Look at guest, eye
Departing the room Mr/mrs (NAME), can you please call Room Service to pick up your tray/trolley.
contact, smile
Enjoy your meal and have a nice day/evening!
 Look at guest, eye Please call room service when you would like us to clear the tray/trolley.
Exiting the room
contact, smile You can place the trolley outside the door and we will pick it up later.

Room Service.
Good M/A/E mr/mrs (NAME), may I clear your tray?
Clearing the tray/trolley Look at guest, eye
Did you enjoy your meal?
contact, smile
Is there anything else I can do for you, sir/Mam?
Have a nice M/A/E.

How was your meal?

Did you enjoy your cheeseburger?
Checking guest Look at guest, eye
Room Service Thank you, Mr Smith, I will pass your comments to the Chef( if positive comment).
satisfaction contact, smile
I can understand how you feel.. or I can understand how this incident must have upset you.
I apologize for the inconvenience, this should not have happened.( if negative comment)