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  • Room Service Script: Telephone Operator Guest Operator Guest Operator Guest Operator Guest Operator

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    Kristine Lopez
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    The document outlines the process for taking and fulfilling room service orders at a hotel. It describes the steps the operator and room attendant take to take food and drink orders from guests over the phone or at their door, confirm the orders and payment, deliver the items to the guest's room, and later collect any dirty dishes. The script provides guidance for polite communication with guests at each stage to ensure a positive customer experience.

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    ROOM-SERVICE-SCRIPT-3

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    The document outlines the process for taking and fulfilling room service orders at a hotel. It describes the steps the operator and room attendant take to take food and drink orders from guests over the phone or at their door, confirm the orders and payment, deliver the items to the guest's room, and later collect any dirty dishes. The script provides guidance for polite communication with guests at each stage to ensure a positive customer experience.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    54 views3 pages

    Room Service Script: Telephone Operator Guest Operator Guest Operator Guest Operator Guest Operator

    Uploaded by

    Kristine Lopez
    The document outlines the process for taking and fulfilling room service orders at a hotel. It describes the steps the operator and room attendant take to take food and drink orders from guests over the phone or at their door, confirm the orders and payment, deliver the items to the guest's room, and later collect any dirty dishes. The script provides guidance for polite communication with guests at each stage to ensure a positive customer experience.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 3

    ROOM SERVICE SCRIPT

    TAKING ROOM SERVICE ORDERS THRU TELEPHONE

    TELEPHONE: Ring!!! Ring!!! Ring!!!

    OPERATOR: “Good Morning, Room Service Department I Am (Your Name), May I Help
    You?

    GUEST: Yes (Name Of Operator) I Would Like To Order A Filipino Breakfast.

    OPERATOR: Before I Take Your Orders, May I Know Your Name And Your Room
    Number Please?

    GUEST: Alright! I Am (Name of Guest) and My Room Number Is _____

    OPERATOR: Your Name Is (State the Name of Guest) and Your Room Number Is
    Room ________ Did I Get It Right Ma’am/ Sir?

    GUEST: Yes

    OPERATOR: Alright Ma’am/Sir Can I Take Your Orders?

    GUEST: Dictating the Orders

    OPERATOR: After Suggestive Selling, Repeat the Orders

    May I Repeat Your Order?

    GUEST: Yes

    OPERATOR: Ma’am /Sir Your Orders Are (Dictate His/her Orders) Did I Get It Right
    Ma’am/Sir?

    GUEST: Yes, May I know my total bill ?

    OPERATOR: By The Way Ma’am/Sir Your Total Bill Is ______ How Would You Like To
    settle Your Bill Ma’am/Sir Is It In Cash, Credit Card Or Charge To Your Account?

    GUEST: I Prefer In Cash

    OPERATOR: May I Know Your Cash So That I Can Prepare Your Change Ma’am/Sir?

    GUEST: Exactly ________ (Amount of Cash)

    OPERATOR: By The Way Ma’am/Sir What Time Would You Like Me To Deliver Your
    Order Ma’am / Sir?

    GUEST: At Exactly 10:00 Am

    OPERATOR: Ok Ma’am/Sir Thank You Very Much for Calling Room Service We Will
    Deliver Your Order Exactly 10:00 Am, Goodbye!!
    CATERING ROOM SERVICE ORDERS

    ROOM ATTENDANT: Knock 3 Times On The Door Or Active The Door Bell and Say
    Room Service!!

    GUEST: Opening the Door

    ROOM ATTENDANT: Good Morning Ma’am/Sir, Room Service For (State The Name Of
    Guest) May I Come In?

    GUEST: Yes

    ROOM ATTENDANT: Where Do You Want Me To Put Your Orders Ma’am/Sir?

    GUEST: Just Leave It on the Tray

    ROOM ATTENDANT: By The Way Ma’am/Sir Here Is Your Order (Present the Order to
    Guest)

    GUEST: Ok

    ROOM ATTENDANT: Would You Like Me To Open The Curtain To Brighten Up Your
    Room And For You To Have A Nice View While Having Your Meal?

    GUEST: Sure!!

    ROOM ATTENDANT: Is There Anything Else That You Would Like Me To Do Ma’am
    /Sir?

    GUEST: None

    ROOM ATTENDANT: May I Present To You Your Bill Ma’am/Sir?

    GUEST: Yes

    ROOM ATTENDANT: Ma’am/Sir I Receive (State The Amount)

    ROOM ATTENDANT: By The Way Ma’am/Sir What Time Would You Like Us To Collect
    The Soiled Dishes?

    GUEST: Perhaps 11:00 Am

    ROOM ATTENDANT: Alright Ma’am/Sir Your Soiled Dishes Will Be Collected By 11:00
    Am If You Have Any Concerns Don’t Hesitate To Call Us. Thank You And Enjoy Your
    Meal.
    COLLECTING SOILED DISHES

    ROOM ATTENDANT: Knock 3 Times on the Door and Say Room Service

    GUEST: Opening the Door

    ROOM ATTENDANT: Good Morning Ma’am/Sir I Am (State You’re Name) From Room
    Service Department I Am the One Assign to Collect the Soiled Dishes May I Come In?

    GUEST: Yes

    ROOM ATTENDANT: After Collecting the Soiled Dishes

    ROOM ATTENDANT: By The Way Ma’am/Sir how’s Your Meal?

    GUEST: Good!

    ROOM ATTENDANT: If You Have Free Time Ma’am/Sir You Can Visit Our Salon
    Located At The Ground Floor And Our Bar At The Side. For More Information And
    Assistance, Feel Free To Call Front Office.

    GUEST: Yes, Sure Maybe Later I May Go There

    ROOM ATTENDANT: Thank You Ma’am/Sir Enjoy Your Stay

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