PRIVATE DINING – PROMPT AND CORRECT DELIVERY OF ORDERS

DELIVERY:

• Use service lift to get to the correct floor as soon as possible

• Move along the corridors silently. Upon reaching the correct room, ring the bell then knock the
door twice. Wait a few moments then announce in a clear voice "Private Dining"
• When the guest opens the room, wish him according to the time of day. Good Morning/ Good
Afternoon/Good Evening. Introduce yourself by name and ask permission to enter the room.
• Guide the guest to the order by saying “Your breakfast/ lunch/ drinks, Mr. Lee.” While walking
into the room, enquire with the guest on where may I place the tray/trolley
• Place the tray/trolley appropriately and offer to open the side compartment of the trolley.
Inform the guest that food is inside the warmer (if using one).
• Wish the guest enjoyable breakfast/coffee/drink and retreat to the door and exit gracefully
while closing the door softly behind you.

Example:

Server: “Good Morning Mr/Ms Lee, here's your breakfast. My name is Amy from Room Service. May i
come in?”

Guest: “Yes please”

Server: “Thank you” Push trolley inside or carry the tray, and ask “where would you want me to set the
trolley/tray?”

Guest: “Just near the sofa”

Server: “Would you like me to open the side extension for more space?”

Guest: “Yes please” or “No we can do that later”.

Server: If yes, pull out the extension and lock the lever. If no, inform the guest that the food is inside the
warmer (pointing to the side compartment) and wish them an enjoyable your breakfast. Bid Goodbye.

CONFIRMATION OF IPTV ORDER

• Call The guest to reconfirm the order.

• Greet the guest warmly (according to the time of the day) (Good morning, Good afternoon or
Good evening) Identify yourself (name and department). My name is _________, from private
dining.
• Inform guest that you called to confirm his/her order from IPTV.
• Politely read the order back to the guest and repeat all details and inform guest the approximate
time it will take for the delivery.
• Thank the guest.
• End the call by waiting for the guest to hang up the phone from the other end, then cut the call.
Example:

1. “Good afternoon Mrs. Tan, this is Amy from Private Dining.”

2. “I called to confirm your order from the IPTV.”
3. “We received your order of 1 Chicken rice. Would you like that to go with our Local inspired
Tea? How about some local desserts to finish your meal?”
4. “Thank you for your order Mrs. Tan, it will be delivered in around 35mins time. Goodbye.”

FOR DND ROOMS

• To call Instant Service, dial 0.

• Inform the Instant Service Team Member to call room number ___ to inform that the server is
outside the door for delivery of the food/items.

TO DELIVER GUEST ADHOC REQUESTS

* Ice consumption, Ice chilling, Cutleries, Plates, Wine opener and wine glasses*

• Ring the bell once, knock on the door twice then announce "Private Dining" Greet the guest
warmly (refer to above examples)”
• “Good (time of day) Sir/Madame, here's you ___ request”
• “I am Cris from Private Dining. Should you require further assistance, please do give us a call.”