PARK HYATT DUBAI

ROOM SERVICE – All day

PHRASEOLOGY

Answering the phone /

Hotel Operator

“Good morning, Room Service, may I help you?

Phone etiquette /
All

Taking an Order /
Hotel Operator

“Good morning, room service, may I help you?”

“Certainly (Mr Smith)”
“Would you like some juice with your order of scrambled eggs?” or, “would
you like a plate of freshly cut fruit with your order of cereals?”
“Mr Smith, you have ordered pork sausage with your eggs, correct?”
“Green tea is usually drunk plain, but would you like some milk or lemon?”
“Would you like a dessert Mr. Smith? May I recommend you our fruit
salad? It is slightly spiced with star anis, cinnamon and ginger.”
“Mr. Smith have you already chosen your beverage or may I make some
suggestions?”, or, “May I recommend the Chianti Classico, which is fruity
and light? It will go very well with your cheeseburger…”
“May I repeat your order Mr. Smith? “One Caesar Salad, one cheeseburger,
medium, with an extra portion of Emmental cheese, and a fruit salad. To
drink, a bottle of sparkling water, and a glass of Chianti Classico”
” Mr Smith we will deliver your order within 30 minutes”
“Thank you”

Informing the Guest that the Order is delayed/

Order Taker/ Manager

“This is John from room service. I am sorry to inform you that your order is
a bit delayed Mr Smith. It will be delivered to you at 20:30 instead of 20:20. I
sincerely apologize for the inconvenience.”
“Is there anything else you would like, Mr Smith?”

Entering the Room/ Waiter

“Room service”.
”Good morning / afternoon / evening Mr. Smith may I come in?”
“Mr Smith, where would you like me to place the trolley?” and do as
ordered.

Wine Service/
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 PARK HYATT DUBAI
ROOM SERVICE – All day
PHRASEOLOGY

Waiter

“You're Barolo Riserva”

“Enjoy your wine”

Explaining the food order /

Waiter

“Mr Smith, I will plug the toaster here so that you can make your toasts hot.
To make toast, please just push the handle down”
“Here you have the spring salad, the steak and the red wine sauce are in the
hot box. Shall I leave it inside or would you like me to take it out? Here is the
French mustard.”
“Please use this napkin to remove the dishes from the hot box”

Enquiring about any Additional Request/

Waiter

“Is there anything else I can do for you Mr. Smith?”

Presenting the Check/

Waiter

“Here is your bill, Mr Smith. May I have your signature please?”

Up-selling of desserts, coffees, liquors/cigars in the room/

Waiter

“Will you wish dessert later Mr Smith?”

“Our tiramisu is delicious. I can bring it with a macchiato coffee”
“Shall I bring you the dessert and coffee in about 30 minutes?”
“Feel free to call us by dialling 3 when you are ready for your dessert!”

Exiting the Room/

Waiter

“Please call room service when you would like us to clear the tray/trolley, or
you can place the trolley outside the door and we will pick it up later.”
“Enjoy your meal, Mr. Smith.”

Check on Guest Satisfaction/

Waiter

“How was your meal Mr Smith? Did you enjoy your cheeseburger?”
“Thank you, Mr Smith, I will pass your comments to the Chef”
“I can understand how you feel…”
“I can understand how this incident must have upset you.”
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 PARK HYATT DUBAI
ROOM SERVICE – All day
PHRASEOLOGY

“I apologize for the inconvenience, this should not have happened.”

Remarks:

 Once you know the name of a guest use it. “Thank you for calling / letting us
know / the feedback / etc. Mr. Smith.”

 We need to talk more to our guests. We need to explain the menu, the specials,
what wine would go with the main course, give the option of serving the coffee
with or after the dessert, offer liqueurs, cigars, etc. The above “sentences in
bold” are minimum standard to be used for training all employees.

 Do not hesitate to ask the guest to repeat or clarify his order if you did not
understand it fully. Do not walk away from a table with a doubt.

 If you do not know the answer to a question, do not make it up. Apologise to the
guest and follow up by either checking it or by requesting the assistance of your
supervisor.

 At Park Hyatt Dubai we will all strive to provide a high level of service to every
guest, focussing it on personalized attention and friendliness.

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