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Phraseology: Step Phraseologies: Pick The Phone Before The 3 Ring As You Say
Phraseology: Step Phraseologies: Pick The Phone Before The 3 Ring As You Say
Phraseology: Step Phraseologies: Pick The Phone Before The 3 Ring As You Say
Some information that may be confirmed with the customer may include:
Status of the reservation – confirmed or cancelled
Name of booking
Number of persons
Expected time of arrival
Any special requests
Confirm existing requests.
2. Ask the expected date and time of “When will be the date of your reservation
reservation. Sir/Maam? May I know the time of your
reservation Sir/Maam?”
3. Ask the name who will use the “May I know your name Sir/Maam? (Spell
reservation and the customer’s out the name or you may ask the spelling of
contact number. the name)
6. Ask the customer’s order. “Do you want to have a pre-order Sir/Maam;
or you will just order upon your arrival?”
7. Ask for special requirements. “Do you have any special requirements
Sir/Maam?”
Receptionist: (Assist the customer in seating.) This is Juff, he will be your waiter for the
rest of your service Sir/Maam.
Waiter: Good morning Sir/Maam. May I open the table napkin for you Sir/Maam?
Guest: Ok. Thanks!
Waiter: (Do the water service). May I serve you a glass of water Sir/Maam?
Guest: Ok!
Waiter: Excuse me for a while Sir/Maam, I’ll just get the menu for you.
Guest: (Nodded)
Waiter: Here is the menu Sir/Maam for your selection. You may call my attention once
you are ready for your orders Sir/Maam.
Guest: No problem. Thank you!
Waiter: May I now take your order Sir/Maam?
Guest: Can I have this…..?
Waiter: Ok Sir/Maam. (Do suggestive selling.)
Guest: (Depends on the customer’s response.)
Waiter: You have order the following Sir/Maam, …………. (Repeat the order)
Guest: Ok! That’s all!
Waiter: May I get back the menu Sir/Maam?
Waiter: (Place the orders in the kitchen and bar. Announce it to notify the staff on-post.)
Waiter: Excuse me Sir/Maam, May I just adjust the set-up? (Correct the table set-up
according to the orders of the customer. Either your adjust or add table appointments in
each cover.)
Guest: (Nodded.)
Waiter: (Do the Wine Service.)
Waiter: Here is your appetizer Sir/Maam, a fresh serving of Prawn and Mango Cocktail.
Enjoy! (Serve food according to the sequence standard.)
Guest: Ok! Thanks!
Waiter: (Once the guest is done, clear the customer’s table.) Are you done with your dish
Sir/Maam? How was the food Sir/Maam? May I know clear your soiled dishes Sir/Maam?
Guest: Ok! Thanks!
-(continue the service until the last order is served. Serve the beverage before the service
of the main course.)
Waiter: Do you like to end your meal with a cup of coffee or tea Sir/Maam?
Guest: Yes, please! Can I have a cup of coffee?
Waiter: What type of coffee do you prefer Sir/Maam? Brewed coffee, Cappuccino,
Macchiato or Iced coffee?
Guest: Brewed coffee, please.
Waiter: Ok Sir/Maam.
(Do the crumbling/brushing down method)
Waiter: (Serve the after-dinner drinks.)
Waiter: May I accompany you to the door Sir/Maam? Thank you for your patronage. I
hope of seeing you soon. Good day!
Receptionist: (Assist the customer in seating.) This is Juff, he will be your waiter for the
rest of your service Sir/Maam.
Waiter: Good morning Sir/Maam. May I open the table napkin for you Sir/Maam?
Guest: Ok. Thanks!
Waiter: (Do the water service). May I serve you a glass of water Sir/Maam?
Guest: Ok!
Waiter: Excuse me for a while Sir/Maam, I’ll just get the menu for you.
Guest: (Nodded)
Waiter: Here is the menu Sir/Maam for your selection. You may call my attention once
you are ready for your orders Sir/Maam.
Guest: No problem. Thank you!
Waiter: May I now take your order Sir/Maam?
Guest: Can I have this…..?
Waiter: Ok Sir/Maam. (Do suggestive selling.)
Guest: (Depends on the customer’s response.)
Waiter: You have order the following Sir/Maam, …………. (Repeat the order)
Guest: Ok! That’s all!
Waiter: May I get back the menu Sir/Maam?
Waiter: (Place the orders in the kitchen and bar. Announce it to notify the staff on-post.)
Waiter: Excuse me Sir/Maam, May I just adjust the set-up? (Correct the table set-up
according to the orders of the customer. Either your adjust or add table appointments in
each cover.)
Guest: (Nodded.)
Waiter: (Do the Wine Service.)
Waiter: Here is your appetizer Sir/Maam, a fresh serving of Prawn and Mango Cocktail.
Enjoy! (Serve food according to the sequence standard.)
Guest: Ok! Thanks!
Waiter: (Once the guest is done, clear the customer’s table.) Are you done with your dish
Sir/Maam? How was the food Sir/Maam? May I know clear your soiled dishes Sir/Maam?
Guest: Ok! Thanks!
-(continue the service until the last order is served. Serve the beverage before the service
of the main course.)
Waiter: Do you like to end your meal with a cup of coffee or tea Sir/Maam?
Guest: Yes, please! Can I have a cup of coffee?
Waiter: What type of coffee do you prefer Sir/Maam? Brewed coffee, Cappuccino,
Macchiato or Iced coffee?
Guest: Brewed coffee, please.
Waiter: Ok Sir/Maam? (Serve the after-dinner drinks.)
Waiter: May I accompany you to the door Sir/Maam? Thank you for your patronage. I
hope of seeing you soon. Good day!
2. Ask the room service order. “May I have your orders Ma’am/Sir?”
3. Ask the name who is asking “May I know your name Sir/Maam? (Spell out
for a room service and the the name or you may ask the spelling of the
room he/she is staying at. name)
4. Ask the time of delivery. “What time we will deliver your orders
Ma’am/Sir?”
5. Ask for special requirements. “Do you have any special requirements
Sir/Maam?”
7. End the call and thank the “Thank you for calling us Mr./Ms.
customer. ______________. Have a nice day. Good bye.”
Clearing service:
PHRASEOLOGIES
*RSW- Room Service Waiter
*G- Guest
RSW: (Knock 3 times) Room Service!
(Once the door is open) Good morning! I am (name of the room service waiter) your
room service waiter, here are your room service orders. May I now clear your soiled dishes
Maam/Sir?
G: Ok!
RSW: (Arrange the things in the tray) Is there anything else I can do for you Maam/Sir?
G: On the table please!
RSW: (Set it on the table) May I set it on the table Ma’am/Sir?
G: None
RSW: Ok Maam/Sir. Have a nice day. Goodbye.