Professional Documents
Culture Documents
Food and Beverages Sample Script For NCA
Food and Beverages Sample Script For NCA
Receptionist: Good morning! Thank you for calling Grand Hotel. My name is Ana how may
I help you today?
Caller: Hi! I would like to book a table reservation.
Receptionist: I will be happy to assist you with your reservation. May I have your name
please?
Caller: Yes. My name is Mary Gomez.
Receptionist: When would you like to book your reservation Ms Gomez?
Caller: Tomorrow February 14, 2018 at 7pm.
Receptionist: A table for how many persons please?
Caller: A table for 2.
Receptionist: Do you have any special request?
Caller: No
Receptionist: Since it’s Valentines’ Day tomorrow, we offer special heart-shaped cake for
only $100 would you like to order one?
Caller : Yes please reserve one cake for me.
Receptionist: May I have your contact number please?
Caller: That’s 0922-111-2222
Receptionist: May I also have your address please?
Caller: Yes, That’s 1st Avenue, Mountain Village, Angels City.
Receptionist: How would you like to settle your bill tomorrow Ma’am? Are you going to use
check, card or cash?
Caller: Cash payment please.
Receptionist: All right Ma’am. Let me just verify if I got all the information correctly Ma’am. I
have reserved a table for two tomorrow, February 14, 2018 at 7 in the evening. I also
reserved one heart-shaped cake that cost $100. This reservation will be under your name,
Ms. Mary Gomez. Your contact number is 0922-111-2222 and your address is 1st Avenue,
Mountain Village, Angels City.
Caller: That’s correct.
Receptionist: Is there anything else that I may assist you with?
Caller: That would be all. Thanks.
Receptionist: Thank you for having business with us. Have a nice day!
Welcoming Guest
Receptionist: Good morning Mam! Welcome to Grand Hotel. I’m Ana I will be happy to
serve you. Are we holding a reservation for you Mam?
Guest: Yes
Receptionist: Under what name please?
Guest: Amy Carter
Receptionist: Please have a seat Ms Carter while I check our records.
(The guest waits at the lounge while the Receptionist checks the reservation record)
(The receptionist gets back to the guest.)
Receptionist: Miss Amy Carter we have prepared a nice table for you. (open palm,
outstretched your hand)This way please. (Walk a little ahead of the guest to lead her way)
Serving Water:
Offering Apetitif
Waiter: Ma’am, would you like to start with an aperitif? We have chilled sparkling wine and
margarita cocktail. We also have orange juice and iced tea. Which do you prefer?
Guest: No thanks
Waiter: Alright Ma’am, I’ll be back for the menu.
(Buss out the salad plate, salad knife and salad fork)
Waiter: Excuse me Ma’am would you like to have your first red wine Carlo Rossi before we
serve your
main course?
Guest: Yes, please.
Waiter: Shall I serve it now?
Guest: Yes please.
Waiter: Excuse me Ma’am I will be back with your Carlo Rossi red wine.
( Get the wine bottle, cork screw/waiter’s friend, put table napkin on your arm,
another extra
table napkin for wiping the wine bottle)
Serving Wine
Waiter: May I present to you your order of Carlo Rossi red wine, a good vintage of 1999
with alcohol
content of 5% and originated from South Africa. Shall I open the bottle for you?
Guest: Yes please
( Open the bottle using a cork screw, wipe the bottle mouth and get the cork)
Waiter: Here’s the cork Ma’am for your evaluation. Would you like to taste it first?
Guest: Yes please
Waiter: How’s the taste Ma’am?
Guest: It tastes good.
Waiter: May I pour your glass?
Guest: Yes please
( Pour ¾ wine)
Waiter: Enjoy your wine Ma’am . I’ll be back for your main course.
(After few minutes)
Waiter: Excuse me Ma’am, are you ready for your main course?
(Put the dinner plate)
Waiter: Excuse me Ma’am here is your well done beef steak. Enjoy your meal Ma’am.
Crumbling
(Get the table napkin, a small plate and a folded cloth. Remove the crumbs from the table)
Waiter: Excuse me Ma’am, may I clean your table?
Guest: Yes
( Clean the table. Adjust the dessert spoon and fork)
Waiter: Excuse me Ma’am, I’ll be back for your dessert.
Guest: Excuse me Ma’am here is your chocolate cream cake with cherry on top. Enjoy your
dessert
Ma’am.
Room Service Staff: Shall I leave the food on the trolley or do you want it to be transferred
on your
table?
Guest: Please transfer it on the table.
Room Service Staff: ( Set up the table)
( After setting up the table, offer personalized service)
(If the guest wants to eat later, leave the food in the heater)
( Present the bill folder with the figure faced down as you say)
Room Service Staff: May I present the bill.
( It is assumed that the waiter or Room Service Staff has been told beforehand the billing
status of the guest if he has to pay in cash or allowed to sign)
(Before leaving)
( Make sure that the heater is turned off as this may cause fire)
Room Service Staff: Ms Gomez, when would you want me to come back to clear the soiled
dishes?
Guest: After 30 minutes.
Room Service Staff: Alright Ms Gomez. If you have any request please feel free to call
Room Service at
8888 and we’ll be happy to assist you. Enjoy your meal!
1. Door knob menus are placed inside the guestrooms by room attendants.
2. After filling up the door knob menu, the guest will hang it in his door knob to be picked up
by the
room service waiter.
3. Captain must counter check the room number with that indicated in the door knob menu
to prevent
mistakes in the delivery or orders.
4. Collected door knob menus are to be endorsed to captain or order taker for the recording
and
preparation of receipts.
5. Doorknob orders are endorsed to waiter for the mis-en-place preparation.
6. Captain should closely monitor the service time and see to it that the delivery of order is
done on the
time requested, especially for door knob orders.
Clearing Procedures
1. The waiter who serves the food order is required to clear soiled dishes, trays and trolleys
from the
room.
2. Upon pick up, busboy or waiter must check whether all equipment indicated in the control
sheet are
available for pick up.
3. If there are missing items and the waiter is inside the room, he must locate for the
missing item.
If the guest is inside the room, tactfully ask him/her assistance in locating the items.
Report to the
captain any recovered item for proper recording.
4. Captain should assign one busboy or waiter to pick up all soiled dishes, trays and trolley
lying on floors
and hallways.
5. The waiter or busboy who is assigned to pick up trays/trolley should also check pantry
area for un-
cleared items.
6. All collected tray/ trolley are to be bought to the dishwashing area, segregated
according to kinds and
sizes.
7. Segregate linen and bring them to the linen box of the room service.
Date:________________
Ro Gu Ord Equipm Time Ti Wai Rema
om est er ent/ of me ter rks
No. Na Supplie Deliv of
me s ery Pic
Delivere k
d to Up
room
Note: Control Form is a tool for monitoring the movement of supplies in the guestrooms. It
lists down what is delivered to what is delivered to what room and the time of delivery and
pick up. In the “remark” portion, the waiter can indicate if items have been cleared from the
room.