Room service

is a hotel amenity that allows guests to order food and drink to their
rooms. Hotel staff arrange the meal with the appropriate dishware and
condiments on a room service tray. It’s an in-room dining best practice
to offer guests a rolling room service table in case they don’t want to
eat in bed.

Order taking procedure in room service

Guest may directly place an order to the room service department through telephone.
The telephone systems of today display the room number when a guest calls up.

 The phone should be answered within three rings by the room service order taker
saying good morning/afternoon/evening room service how may I help you
sir/madam?
 The order taker must verify the room number from the display and may address the guest
by his name given in the room list
 Confirm the order by repeating all the dishes ordered by the guest
 End the conversation saying 'Than you sir/madam, have a nice day.

The following information must be taken down while taking the order through
phone

 Room number
 Portion
 Order (preference of the guest)
 Time (when he/she wants to have the order

Duties and responsibilities of room service order taker

. Attend briefing at the beginning of each shift.
. Keep the room service area clean.
. Attend to the room service telephone promptly, courteously and standards set by
management.
. Be familiar thoroughly with the room service menu.
. Update oneself daily with non-available food and beverage items.
. Takedown food and beverage orders as per guest requirements and up-sell the menu to
generate more revenue.
. Note down the KOT accurately and pass it on to the captain. follow-up on orders if
reminded by guests and inform the guest status.
. Fill in the sales summary sheet.
. Maintain and enter a logbook for any complaints, delays, and suggestions.
. update the guest rack or computer with the latest arrivals and departures.
. Update the VIP board.
. Assist the banquets and restaurants by taking reservations and booking after their
closing hours.
. Make KOT/checks of breakfast orders.
. Ensure utmost courtesy manners when dealing with guests.
. Manage guest complaints

Reference:

Saswata (2021) Room Service in a Hotel. Retrieved from:

https://www.foodandbeverageknowledge.com/2021/02/room-service-in-
hotel.html