Sequence of Service Room Service

1. Sasongko N S.ST

2. 1. TAKING ORDER BY
PHONE
 Take a moment before pick up
the phone
 Make sure you are on “right
position”
 Keep on clearly and politely
sound
 If you are not sure about the
information, always say :
,”Pardon Madam/Sir, would
you mind to repeat?”

3. A. GREETING
 ,”Good ………*, This is Room Service,
Your Name’s speaking, how may I
assist you?”
 * Morning : 00.00 WIB – 12.00 WIB
 * Afternoon : 12.00 WIB – 18.00 WIB
 * Evening : 18.00 WIB – 00.00 WIB
 * Never say : Good NIGHT!!

4. B. ASKING ROOM NUMBER
 ,”Excuse me Madam/Sir, may I
know your room number
please?”
 If the Guest ask : ,”Why?”
 Please Answer : ,”Pardon
Madam/Sir, because our
extention had no display of
room number”

5. C. TAKING ORDER
• ,”Allright Madam/Sir, what would you
like to order?”
• If the Guest not order full set up Menu,
Please keep Up Selling.

6. • ,”Today, for
Appetizer/Soup/Maincourse/Desser
t we have …………., Madam / Sir,
It is consist of …….., I think it is
very suitable to accompany your
Appetizer/Soup/Maincourse/Desser
t
• ,”Would you like to try our
Appetizer/Soup/Maincourse/Dessert,
Madam/Sir ?”

7. D. REPEAT ORDER
• ,”Allright, excuse me
Madam/ Sir, may I repeat
your order?”
• ,” For Appetizer, 2 portion
of….., for Soup, 1 portion
of……etc…. for the
Dessert, 3 portion of …..,
and your room number is
…. Is it right Madam/Sir?”

8. E. THANK YOU
 ,”Allright Madam/Sir, thank you very much for
your order, please give us for a moment and I will
be there with your order”
 The Guest must be say : ,” Thank you”
 We Must answer : ,”My Pleasure!”
 NEVER CLOSE THE PHONE FIRST!

9. 2. CAPTAIN ORDER

Always write Captain Order correctly, fill
all columns and write specific order as
the Guest request detilly.

Give the master of Captain Order to
Kitchen by Say:
,” Room Service, …..(Mention its order
and its portion specifically)”

Leave its copied for our document

10. 3. BILL
Always make Bill correctly, fill all
columns, put the price itemly but
not its Grand Total Price.

11. 4. PREPARE EQUIPMENTS
 Prepare all R/S
Equipments by its order
1 by 1
 1 dinner paper napkin for
1 pax order.
 1 set cutleries for 1 pax
order.
 1 Guest Comment Card
for 1 Room.

12. 5. FILL ROOM SERVICE
ACTIVITIES BOOK

Always write it correctly, fill all columns
and keep Room Service Activities Book
always open.

13. 6. CONFIRMATION CALL
• ,” Good morning/afternoon/evening
Madam/Sir, we are from Room
Service, we would like to confirm
that your order is ready, may we
deliver it now?
• If the Guest answer :
,”No, Please give me a minute” or
, “No, please deliver it later”
We must answer :
,”How many minute Madam/Sir?
And after minutes the Guest asked, please do re-Confirmation
Call

14. • If the Guest answer :
,” Allright…..”
• We must answer :
,”Certainly Madam/Sir,
please give us a minute
and we will be there with
your order, thank you”

15. 7. FINISHING BILL

Account its Tax, Service, and its
Grand Total Price.

Write it all to the Bill and fill the
empty columns of price with “Z” sign.

Please always remind its Grand
total Price.

Put the Bill in to Bill Holder with an
open or ready to use Pen.

16. 8. DELIVERY ORDER

Always use proper tray based on ordered
items
 Round tray : If ordered item is only
beverage or light snack.
 Square tray : if item order is large
portion.

Always put heavier item close to your body

17. A. KNOCK THE DOOR

Knock the door 3 times and
say : ,”Room Service!” Clearly and
Politely

Wait until 10 accountly and repeat it
again.

After 3 times knock the door, do not
repeat again, just call FO to call the
Room.

If the Guest say something, do not
answer it, just keep do the “Knock

18. B. GREETING

,”Good ……. Madam/Sir,this is
your order”

Never come in to the Guest
Room without their permition,
by ask :
,” Excuse me, may I come in
Madam/Sir?”
,” Thank you”

19. C. COME IN

,”Excuse me Madam/Sir, where I should put this?”

If its area not enough to put your tray, we may put
its ordered items without its tray.

Explain its items 1 by 1.

20. D. CLEAR UP CALL

,”If you don’t mind,
please call us at 310
and we will clear up
after you finish to enjoy
your meal”

21. E. PRESENT THE BILL

Present the Bill to the host, by open it
and facing to the guest.

If Cash:
 ,”Thank you very much Madam/Sir, please
wait for a minute and I will be back with the
Bill and its changes”

If Room Charge:
 ,” May I ask your sign with full name
Madam/Sir?”

22. F. THANK YOU

,” Thank you very much and have a
nice day Madam/Sir!”

Close the door gently.

23. 
If there are reduction of R/S
equipments, please sign it
in R/S Activites Book.
Example : Tray, Dinner Napkin, etc.
9. RE-CONFIRM R/S
ACTIVITIES BOOK

24. 10. CLEAR UP / CHECK
CORRIDOR

Always bring notes to write
all equipments that we
clear up and its locations.

Do not take other of our
equipments.
 Example: Cup, Saucer, Tea
Spoon of Housekeeping
Department.

25. 11. FINISHING R/S
ACTIVITIES BOOK

Move all of notes to R/S
Activities Book, include:
Welcome Drink, Borrowed
Items by Guests and other
Department.

If there are no record, please
keep write it as its fact, just
strightly on its columns
needs.

26. KEEP IT UP...!!!