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QUARTER 4

Overview

Module 4 contains lessons about providing room service as well as

receiving and handling guest concerns. This will help you understand and
value the need of learning the different skills in providing room service.

Room service is the service of food and beverage in guests’ rooms in

hotels and other establishments or other accommodation establishments,
such as motels or serviced apartments. In all-suite hotels, it is often referred
to as “in-suite service”.

Definition of Technical Terms

Condiment – a spice, sauce or other food preparation that is added to food

to food to impart a particular flavor or to enhance its flavor
Par Stock’ – the correct amount or quantity of a product kept in stock as
as decided by management
Room service – the service of food and beverages in guests’ rooms in hotels
or other accommodation establishments, such as motels or
serviced apartments
Tray – a container or receptacle, with slightly raised edges, used for
carrying, holding, or displaying articles

What Do You Already Know?

Let us determine how much you already know about promoting food and
beverage products and providing food and beverage services to guests. Take
this test.

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Pre-Assessment

True or False: Write TRUE if the statement is correct and FALSE if it is

incorrect. Write the answers in your quiz notebook.

___________1. Room service is a great opportunity to increase revenue.

___________2. The acceptable method is to ask open-ended questions to
sell and lead the guests to buy.
___________3. Suggestive selling is anticipating the guest's needs and
making recommendations to match.
___________4. Adapting a hanger device helps the guest to place the
orders the night before or way ahead of time.
___________5. Room service order placed through the telephone is fast
and written down manually or typed into a computer.
___________6. Trays and trolleys must be taken to the wash up area.
___________7. Make sure that the presentation of the setup is attractive,
well balanced and safe.
___________8. Lift the receiver in the second ring if possible.
___________9. Approach the room quietly.
___________10. Check all service equipment to make sure that it is clean
and undamaged.
___________11. Doorknob signages are placed inside the guestrooms by
the room attendant.
___________12. Once inside the room, leave the door open unless the
guest orders you to close it.
___________13. Most room service orders are done by telephone service.
___________14. The telephone must be answered quickly.
___________15. Orders taken from a telephone is written in an order slip.
___________16. Store all beverages in a safe, hygienic, accessible manner.
___________17. Beverage items should be stored safely to reduce the risk
of accidents and breakage.
___________18. Answer the telephone on the third ring.
___________19. The pantry should be fully equipped for quick and efficient
service to the rooms.
__________20. Dirty trays are cleared in accordance with the
establishment's procedure.

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Lesson 5

Take and Process Room Service Orders

Expected Outcomes
Expected Outcomes
At the end of this lesson, you should be able to:
At the end of this lesson, you should be able to:
LO 1 Take and process room service orders
LO 2 Set-up trays and trolleys
LO31Present
LO Take and
and process
serve foodroom service orders
and beverage ordersto guests

LO 2 Set-up trays and trolleys

LO 3 Present and serve food and beverage orders to guests

Learning Outcome 5.1

TAKE AND PROCESS ROOM SERVICE ORDERS

The following skills and knowledge shall be the focus of this module:

• Attend telephone calls promptly and courteously in accordance with

customer service standards

• Check and use guests' names throughout the interaction Clarify, repeat,
and check details of orders with guests for accuracy

• Use suggestive selling techniques when appropriate Advise guests of

appropriate time of delivery

• Record room service orders and check relevant information in

accordance with establishment policy and procedures

• Interpret room service orders received from doorknob dockets Transfer

orders promptly to appropriate location for preparation

• Transfer orders promptly to appropriate location for preparation

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Lesson Information 5.1

Room service, also known as in-room-dining, is a kind of service a hotel or

other accommodation establishment that enables quests to choose menu
items and have it delivered to their rooms.

In establishments of any size, there is usually a service department, which is

usually supervised by the Food and Beverage Manager. The room service
department must work closely with the kitchen and front office
housekeeping departments to make sure that the standard of service
satisfies the guests expectations. Hotels are often judged, as much as
anything else, by the standard of the room service they provide. A five-star
property will be expected to provide room service for at least 18 hours of
the day, if not all hours of the day and night, and that service must at all
times be friendly, quick and efficient.

Preparing room service items for service periods

Most modern hotels have a single central pantry for the room service
department located conveniently near the kitchen and the service lift. This
pantry should be fully equipped for quick and efficient service to the rooms.

Room service catering can involve the delivery of everything from

complimentary items and items for which no charge is made (such as ice
buckets and glasses) through drinks or light snacks to full a la carte meals
with wine.

The items available for service in rooms will normally be listed on a special
room service menu, but in superior hotels, guests will expect any
reasonable request to be met.
The pantry must be stocked with sufficient equipment to ensure that all
orders can be met promptly even at the busiest times. A typical hotel may
take pride on being able to meet all room service orders in less than 30
minutes from the time the order was taken.

To perform efficiently, even at the busiest times, a room service department

must analyze the demand to allow for occupancy levels and special

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circumstances (e.g., the delegates at a major convention all requiring an

early breakfast before a day's outing). Forward planning should provide the
necessary staffing levels and ensure that the right number of trays and
trolleys are prepared for service.

Taking room service orders

1. Most room service orders are requested by guest using a telephone.

2. The person answering the call must have a good knowledge of the
menu and telephone ethics.

Below is an example on how to answer a call:

"Good morning, Mr./Ms. This is Room Service, (name of server) speaking.

How may I help you?"

•Use the guest's name (from the P.O.S. machine)

•The phone should never ring more than 3 times.

•Answer in a calm, cheerful voice using the standard

greeting.

3. If more than one line is ringing, the guest is politely greeted and asked,
"May I put you on hold for a while?" Wait until the guest responds. When
returning to a guest that you have put on hold, say: "Thank you for
waiting/staying in the line. How may I help you?"

4. If using an automated system, thank the quest for remaining on the line.
5. Verify the guest's name and room number for the delivery.
6. Listen to the guest's order.
7. Make suggestions from each section of the menu.
8. Up-sell if possible beverages; side orders, appetizers and desserts.
9. Obtain the full order including condiments.
10. Write everything down on dedicated pads or dupes.

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When speaking with the guest on the telephone, remember these

guidelines:

•Use the standard greeting.

•Each guest must be given complete attention. Each guest must be

addressed by his/her last name.

•Use the guest's name with a cheerful voice.

•Always use proper language without using slang words.

•Guests must always be given an estimated delivery time.

•The guest must always hang up first.

•Secondary conversations should be carried out in the office while orders

are being taken...

After greeting the guest and confirming his or her name, continue as
follows:

• Write the order down carefully on an order docket as you speak the guest.
Do not forget to record the room number!

• Always seek opportunities to up-sell.

• Be flexible and helpful if the guest request items that are not on the
menu.

• Repeat the order to the guest, clarifying any doubtful details.

• Tell the guest approximately how long it will take for the order to be
delivered. It shouldn't be more than 30 minutes.

• Check that all the details (including the room number) are correctly
recorded on the docket. Include the time that the order was taken.

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• Enter the order in POS.

• Promptly distribute the order to the appropriate personnel, both in the

Room Service Department and in other department if necessary, and most
obviously the kitchen.

•To summarize, taking and processing the room service orders can be put
into a sequence like this:

• Attend telephone calls promptly and courteously in accordance with

customer service standards.

• Check and use guests' names throughout the interaction.

• Clarify, repeat and check details of orders with guests accuracy.

•Use suggestive selling techniques when appropriate.

• Advise guests of appropriate time of delivery.

• Record room service orders and check relevant information in accordance

with establishment policy and procedures.

• Interpret room service orders received from doorknob dockets.

• Transfer orders promptly to appropriate location for preparation

Suggestive Selling Techniques

The most important thing to keep in mind is to never ask open ended
questions. When calling room service, the room service operator typically
asks, "What can I get for you?" or, "What would you like this evening?" If
those types of questions are asked, the opportunity to sell is lost. At this
point you are limited to only what the guests order. Questions have to be
specific and lead the guest to buy.

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The first question to ask the guest is, "How many guests should I set the tray
for?" Usually room service personnel deduce the number based on the
number of entrees ordered or just assume that the order is for one person.
Without knowing how many guests the meal is for, the tray cannot be set
up properly. Once the number of guests is determined, up-selling of more
items can start. Selling is simple. It is about anticipating the guest's needs
and making recommendations to match.

Next, offer the guest an appetizer first. If the guest is convinced and agrees
to order, follow up and introduce the entrée, mentioning the day's specials.
Attend and listen to any questions that the guest may have.

Always make a suggestion or two. However, suggesting must not be forcing

the guest towards an entrée selection. They most likely have already
decided on an entrée before calling. However, up-sell items must be
prepared in advance for every entrée. For example, if the guest orders a
burger, recommend adding bacon. If a salad or pasta is ordered, be sure to
recommend adding shrimp or chicken. In this way, there is still a chance for
additional orders.
More suggestions can be made to match their choices with the beverage
menu or sell them a drink from the bar. If the guest ordered a steak,
recommend a great glass of red wine. It works best if you recommend a
mid-priced glass so they are not surprised by the check total when they see
the bill. If you are preparing a meal for two, recommend a bottle instead of
just a couple of glasses. If the guest orders a more casual meal like a burger,
recommend one of your specialty beers or a mixed drink.

After the beverage order, selling the dessert follows. The great thing about
room service dessert is that the guest orders the dessert before they eat
the meal. They do not know whether they will be too full for dessert and
they are much easier to sell desserts have a high appeal to many people.
When asking the guest for the dessert order, go back to suggestive selling
and take the same approach as with the appetizer. Ask a specific question
such as "Would you like to include a slice of our chef's cheesecake topped
with raspberry and fresh whipped cream?" if the guest orders a dessert, up-
sell a specialty coffee or dessert liquor to go with it. Again, just match the
dessert with the beverage. Even if they said no to the cheesecake, try to

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offer the specialty coffee.

Some other things to keep in mind when selling room service

1. Make sure to compliment the guest on their selection if the guest orders
a great dish. Guests are nervous when ordering a dish, especially if it is
expensive or unusual. Put their mind at ease by saying, "That is a great
selection" or, "The New York Strip is my favorite as well".

2. Make suggestions based on items that are your favorite dishes. Do not
recommend a dish that you have not personally eaten or do not know
about.

3. Use positive words to describe every dish. Instead of saying "You can try
our burger", say "Try our delicious half -pound grade "A" beef burger
cooked to perfection with your choice of toppings."

Storage of equipment and products

1. Room service equipment includes such items as:

• Trays and trolleys

• Cutlery, Crockery, linen and glassware

• Selected food and beverage items

• Printed materials

2. Store all items in a safe, hygienic, orderly and accessible manner

3. Set a 'par stock' level for every item.

4. Store the items safely to reduce the risk of accidents and breakages

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How Much Did You Learn?

Self-Check 5.1

True or False: Write TRUE if the statement is correct and FALSE if it

incorrect. Write answers in your quiz notebook.

__________1. Room service is a great opportunity to increase revenue.

__________2. The acceptable expression is to ask open-ended questions to

sell and lead the guests to buy.

__________3. Suggestive selling is anticipating the guest's needs and km

___________4. Adapting a hanger device helps the guest to place the

orders the night before or way ahead of time.

___________5. The room service order placed through the telephone is fast
and written down manually or typed into a compute

Learning Outcome 5.2

SET-UP TRAYS AND TROLLEYS

The following skills and knowledge shall be the focus of this module:

• Prepare room service equipment and supplies in accordance with

establishment procedures.

• Select and check room service equipment and supplies for cleanliness and
condition.

• Set up trays and trolleys keeping in mind balance, safety and

attractiveness.

• Set up room service trays and trolleys according to the food and beverage
order. Check orders before leaving the kitchen for delivery.

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• Cover food items during transportation to the room.

Lesson Information 5.2

Setting up trays and trolleys

• Once the order has been distributed, a suitable present tray or trolley
should be selected and set up appropriately. The setup will depend on:

• the number of covers,

• the food and beverage items ordered, and

• the meal or snack requested.

Tips on trolleys and trays

✓Follow the establishment standards for tray or trolley preparation for the different
meals (breakfast, lunch, dinner) and for complimentary items and special requests.

✓ Check all service equipment to make sure that it is clean and undamaged.

✓ Check to ensure that the trolleys move properly.

✓ Make sure that the presentation of the setup is attractive, well balanced and safe..

✓ Ensure that the necessary condiments are included in the setups.

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Before loading the tray or trolley for delivery, check the following:

Tray -free from nicks, scratches, clean, free from stains and covered with an
appropriate tray liner.

Trolley -free from nicks and scratches, stable, clean (including frame and
wheels), quiet when moved (wheels should not squeak), and covered with a
clean linen tablecloth.

Linen -All linen (tablecloths, table runners, napkins) must be perfectly

clean, starched, well-pressed and free from tears, cigarette burns and
stains.

•preferably white, with tablecloths matching the napkins

•any linen that is not in good condition should be set aside the Room
Service Manager's attention.

Napkin Folds - roll ups for breakfast only; flat fold for all others.

Silverware - stainless steel or silver flatware is the standard in room service.

Disposable may only be used for "To Go" items. Silverware must be:

•clean and spot-free

•in good condition
• placed on trays/table
• positioned in a straight line one inch from the edge of the table/tray

Once preliminary checks have been completed, proceed with setting the
tray or trolley.

A. The trolley or tray should be set up in the following order.

• table cloth or tray liner

• flower vase with fresh flowers
• salt and pepper shakers, sugar bowl and cream dispenser, other
condiment bottles

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• tableware (depending on the guest's order) folded napkin

• silverware (regular set-up plus extra pieces depending on the order)
• glassware (depending on the guest's order)

B. Then add, as they become available:

• salads- with dressings on the side

• cold appetizers and cold entrées desserts (if served at room temperature)
• wine
• bread

C. Finally, when the rest of the order is ready

• place iced water

• place chilled beers and beverages fill hot beverage containers add soup
• pick up hot order (pellet system/disposable containers or hot box)
• add ice cream or frozen desserts

Preparing Room Service Equipment

Different tray and trolley set-ups are dictated by the menu items to

be served and will also include provision for common request for items not
included in the room service menu. The details of the tray or trolley set-up
vary among establishments, but in most instances there will be standard
set-ups for:

• Tea and coffee trays

• Ice buckets
• Breakfast trays and trolleys
• Snacks
• Dinner trays or trolleys, champagne or wine trays
• Fruit basket trays
• Butters

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• Condiments
• Bread baskets Hot boxes

Collection of the orders

When the trays or trolleys have been correctly set up, collect food and
beverage items (when ready) promptly, and in the right order with the
appropriate accompaniments.

Food and beverage items should be checked, with attention to such

details as:

• Food and beverage temperatures Portion sizes

• Visual presentation as per recipe standards
• Wine details, including vintages

Food temperature must be maintained from the time the food is collected
to the time it is delivered to the guest. Plate covers, food warmers and/or
hot boxes should be used to keep food at the right temperature.

Collect the guest's account and confirm that it matches with the order.
When all items have been checked, service equipment, food and beverage
as ordered, and the account, they should be taken to the guest's room
without delay.

How Much Did You Learn?

Self-Check 5.2

True or False: Write T if the statement is CORRECT and F if it is INCORRECT

Write answers in your quiz notebook.

__________1. Trays and trolleys must be taken to the wash area.

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__________2. Make sure that the presentation of the setup is attractive,

well-balanced and safe.
__________3. Lift the receiver in the second ring if possible.
__________4. Approach the room quietly.
__________5. Check all service equipment to make sure that it is clean and
undamaged.

Learning Outcome 5.3

PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO GUESTS

The following skills and knowledge shall be the focus of this module:

• Verify the guest's name on the bill before announcing the staff's presence
outside the door Greet guest politely

• Ask the guest where they want to place the tray or trolley

•Deliver food orders on desired time of the guest

Lesson Information 5.3

Room Service Delivery

After the tray or trolley has been properly prepared and all the food and
beverage items have been loaded, the server proceeds to the guest room to
deliver the Room Service meal. Servers should proceed as quickly as
possible in order to preserve the appearance and temperature of the food,
but must walk cautiously and quietly in the guestroom corridors and give
way to guests.

Approach the room quietly. Upon reaching the guest room:

• Confirm the room number with the guest check.

• Check the door for a DO NOT DISTURB sign. If one is in place, look for a
service area with a telephone and inform the guest of the

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• If a no DND sign is seen, knock firmly and say "Room Service" clearly and
confidently. Remember that your voice must carry through a closed door.
• Listen for the guest's response and press the doorbell or knock the door
accordingly. If there is no response, knock and announce 'Room Service'
again.
•Do not enter until the guest opens the door or you have been asked to
enter.
• Wait 20 seconds for the guest to reply before knocking or ringing the
doorbell again. Do not ring or knock more than three times.
• Stand straight with a smile on the face in front of and facing the peep-hole
with the trolley placed by the wall, not obstructing the passage.
• When the guest opens the door, always greet the guest by saying "Good
morning/afternoon/evening, your room service order, Sir/Madam."

Entering a guest room

Respect for a guest's privacy is the primary consideration when entering a

room. The following procedures will usually apply:

• When you have entered, address the guest by name. "Good morning,
__________. Here is your breakfast"-or whatever is appropriate.

Continue to use the guest's surname while making polite conversation

throughout the room service procedure.

• Wait until the guest invites the waiter to come in

Presentation of room service food and beverages

The exact location of where trays are placed and trolleys are set up will vary
according to circumstances, depending on the equipment being used, the
design of the room, the position of the furniture and the guest's particular
wishes. The service should be fast and discreet.

Here are the appropriate steps:

•Ask the guest where he would like the food service table to be placed. If

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the guest does not reply, select a suitable location that does not interfere
with the guest's movement within the room while allowing the guest to
watch television while dining, if desired.
•Confirm placement of the tray or trolley depending upon the location of
the guest, i.e., where the dining area is, or at the bed side.
•Set them up where directed, bearing safety in mind. Advise the guest of
any potential hazard.
•Raise the trolley wings and arrange the tableware and food in their proper
places.
•Position the furniture properly.
• Light a candle if needed.
•Remove plastic films from the food.
• When the table has been arranged, present the food to the guest by
removing each lid and describe the item. Take any extra lids with you when
you leave.
If the order was delivered on a tray, make sure the food is stacked on the
tray in the order a guest would eat appetizer on top and entree on the
bottom.

Serve the food and beverage following company procedures.

• Pour any bottled or canned beverages for the guest. Whether it is a soda,
bottled or mineral water, or wine, nothing should be in the glass before
entering the room. Bring ice in a separate ice bucket with ice tongs.

Leaving a guest room

• Ask the guest whether anything else is required.

• Present the account for signature.
•Explain the clearing procedure. Guests may either call when they are
finished with their meal for it to be cleared or just leave the trays or trolleys
outside their room.
• Say goodbye to the guest in a friendly but courteous manner and leave
the room quietly.
• Check the floor or passage outside the room and remove any used trays
or trolleys that may have been deposited there.

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•Present the signed charge account to the cashier.

• Inform the guest as to how to have the tray or trolley removed. Whether
you want them to call or just place it outside the room, they need to know.
Be sure to have the trays removed immediately.

How Much Did You Learn?

Self-Check 5.3

True or False: Write T if the statement is correct and F if it is incorrect. Write

the answers in your notebook.

__________1. Doorknob dockets are placed inside the guestrooms by room

attendant.
__________2. Once inside the room, leave the door open unless the guest
orders you to close it.
__________3. Most room service orders are given by telephone. must be
answered quickly.
__________4. The telephone must be answered quickly.
__________5. Take the order and write it down on the order slip.

Learning Outcome 5.4

PRESENT ROOM SERVICE ACCOUNT

The following skills and knowledge shall be the focus of this module

•Check and present guest's accounts for accuracy in accordance with

establishment procedure.

•Present cash payments to the cashier for processing in accordance with

establishment guidelines

•Present charge accounts to guests for signing based on establishment

policy and procedure

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Lesson Information 5.4

Presenting the Bill

The methods by which bills are prepared range from handwritten dockets to
high tech computerized systems. The two purpose of a guest's bill are to
inform the guest of the amount to be paid (giving details of what is charged
for) and to act as a control system for the establishment.

Guest's bills may be presented at the table, at the bar and other
establishment including the cashier desk. No matter where it is presented.
the bill should be kept up to date at all times. Where possible, the bill
should be kept ready for presentation as soon as the guest requires. This
may not always be possible, particularly when beverages are being served
right up to the time of the guests' departure.

Here are some considerations when presenting the bill:

•Be alert that guests may want their bill.

•Do not present the bills until they are asked for.
•When presenting the bill at the table, place it in front of the host (probably
the person who has asked for the bill) on a small plate from the right.
•Either the bill is folded so that the amount to be paid cannot be seen by
the other guests, or it is placed in a billfold that serves the same purpose.
•If there is no inquisitive host, you may place the bill in the center of the
table.
•Bills presented at bars should be presented on a plate, folded or in a
billfold.
•If the establishment requires guests to pay at a cashier's desk as they are
leaving, make this clear to the guests to avoid confusion and delay.
•Don't hover around waiting for your guests to pay: leave them alone to
pay in their own time.
•Remain alert, though, so that when they have paid or signed for their
meal, there is no unnecessary delay while they kept waiting for you to
collect the payment.

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Methods and Procedures for Payment

Common payment methods include cash, credit cards, the Electronic Fund
Transfer at Point of Sales (EFTPOS) system, vouchers, and charge accounts.
Be familiar with the procedure for these various methods of payment and
know which methods of payment are acceptable to the establishment.

For credit card payments, check for the following:

•the establishment accepts the kind of card presented

•the charge is to be billed to a credit or savings account
•The card's expiry date
•That it has been signed

Room service is different from other food and beverage outlets in that the
guest check is presented upon delivery of the meal, as opposed to being
presented after the meal is finished by the guest.

Once the tray or trolley has been set up and all food items have been
arranged for the guest, the server presents the check in a check folder and
secures the guest's name and signature on the check.

Before leaving, the server should make sure the guest does not need
anything else, and explain how the guest can have the tray or trolley
cleared. The server may ask what time the guest would like to have the
equipment cleared, and note the time on the check.

The server should thank the guest before leaving, and take the plate covers
and any other unnecessary items as he leaves.

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How Much Did You Learn?

Self-Check 5.4

True or False: Write T if the statement is correct and F if it is incorrect.

Write the answers in your notebook.

__________1. Present the bill in a bill folder with the figures faced down.
__________2. Be alert to sign that guests may want their bill.
__________3. Do not hold the plate just under the edge of the table with
your left hand
__________4. Do not present the bill until they are asked for.
__________5. You may place the bill in the center of the table.

Learning Outcome 5.5

CLEAR OUT ROOM SERVICE EQUIPMENT

The following skills and knowledge shall be the focus of this module:

•Check and present guest's accounts for accuracy in accordance with

establishment procedure.
•Explain the procedures in taking out the tray and trolley after the guest
have finished their meal
•Check and clear the floors in accordance with establishment policy and
guidelines
•Clear dirty trays in accordance with the establishment's procedure
•Clean and return trays and trolleys to the room service area

Lesson Information 5.4

Clearing Room Service Equipment It is the room service's responsibility to

clear away the tray when the guests have finished, either by asking them to
place their tray outside of their room when they have finished, and to clear
it 20 minutes after the service or by asking the guest to call them to come

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clear away the tray. It is often the object of conflict between housekeeping
and the room service departments. In fact, there is nothing worse than a
floor where there are dirty trays lying on the floor. One should consider that
the job of the room service is finished only when all trays have been cleared
away.

Clearing room service areas

It is important that trays and trolleys placed outside the room are cleaned
promptly, as messy and untidy floors or passages reflect badly on the
establishment. Good working relations and good communication channels
between the housekeeping and room service department must be
maintained to ensure that floors are cleared quickly.

Typically, a room service order is required to get the following information

on a dispatch sheet or checklist:

•Date
•Room number
•Whether tray or trolley has been taken (an agreed code may be used, such
as 'T' for trolley' and 'O' for 'tray')
•Time the order was taken Time the order was delivered
•Person delivering the order
•Time the order was cleared

The room boy is responsible for controlling floor service procedures and for
directing staff to clear rooms and floors. In addition, there should be regular
floor checks, at least hourly, to ensure that used trays and trolleys and
miscellaneous items are quickly removed.

When a room or floor has been cleared after room service, the room
service taker must be informed.

Floors must be cleared quickly and take care that equipment is securely
placed Unconsumed food and beverages, food service securely placed.

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equipment, trays and trolleys must be returned to food service area or to

the kitchen via service lift.

Not all room service orders are taken over the phone. Breakfast orders, for
example, are frequently in the form of a doorknob docket completed by
guests before they go to bed and left on their doors for collection. These
orders must be checked, clarified if necessary, and correctly distributed.

Cleaning and Storing Trays and Trolleys

Trays and trolleys should be taken to the wash-up area. Waste items will be
removed and food service equipment will be washed.

Tray and trolleys must be cleaned and dismantled safely and hygienically,
following enterprise procedures. The procedure includes the stocking of
equipment, placement of dirty linens and storage of usable items.

Clean trays and dismantle trolleys done correctly and replace with other
usable items in the Room Service pantry.

Stock of all items should be checked against per stock and requisitioned for
restocking as required to meet the establishment's standards

How Much Did You Learn?

Self-Check 5.5

True or False: Write T if the statement is correct and F if it is incorrect. Write

the answers in your notebook.

__________1. Store all items in a safe, hygienic, orderly and accessible

manner.
__________2. Beverage items should be stored safely to reduce the risk of
accidents and breakage.

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__________3. Answer the telephone when it rings more than two times
before it is answered.
__________4. The pantry should be fully equipped for quick and efficient
service to the rooms.
__________5. Dirty trays are cleared in establishment's procedure.

Lesson 6

Receive and Handle Guest Concerns

Expected Outcomes

At the end of this lesson, you should be able to:

LO 1 Listen and evaluate customer's complaint

LO 2 Apologize to the Guest
LO 3 Take proper action on the complaint
LO 4 Record complaint

Learning Outcome 6.1

LISTEN AND EVALUATE CUSTOMER'S COMPLAINT

The following skills and knowledge shall be the focus of this module:

•Request for the issues or concern from the guest. Note the details of the
guest complain or concern
•Give full attention to the complaining guest
•Paraphrase guest complain to determine if the concern is correctly
understood.

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Lesson Information 6.1

Consider customer problems or unique situations as "opportunities" that

will help you provide excellent service, which will make a good lasting
impression on your guests.

Handle irate customers by listening attentively to their complaints and

summarizing the issue to them afterwards. Defuse an upset customer by
using superior customer service skills.

When do customers complain?

•The customer's business is not valued.

•The customer is not appreciated.
•No one serves the customer.
•The customer is ignored while staff works or talks.
•Staff talks to others when serving a customer.
•Staff shows no interest in the customer.
•No help or alternatives are offered.
•Not enough information is given.
• Managers are seen unwilling to serve customers.

Solutions:

• Set standards for each of the above issues.

• Write the standards into your staff training program, and ensure that all
your staff members follow.
• Managers must accept responsibility for seeing that the standards are not
only defined, but also constantly enforced.
• Communications that build customer goodwill and loyalty need to
become part of the culture of the business.

Handling Guest Complaints

The first thing to remember about complaining customers is that while their
behavior is directed at you (and it can be personally insulting), the real
source of the anger is elsewhere. The angry person is

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not usually angry at you as a person. He or she is usually angry at you as an

employee of an organization that is perceived as cold and unhelpful.

Since it is difficult to yell or abuse an entire organization, the angry

customer will direct anger towards you.

Should a problem arise and the customer makes a complaint, the following
steps should be taken:

• Do not interrupt the customer while they are expressing their complaint.
Listen attentively:
• Apologize- but only for the specific problem or complaint.
• Restate the complaint briefly back to the customer to show you have
listened and understood.
• Agree by thanking the customer for bringing the matter to your attention.
This shows you are looking at the problem from the customer's perspective.
• Act quickly, quietly and professionally.

Never:

• lose your temper

• take it personally
• argue
• blame another member of staff or another department

Valid complaints provide important feedback for a food service operation

and should be used to improve service.

Steps in Handling Complaints

• Verify what the guest had just said; restate his/her remarks in your own
words
• Ask if your understanding is correct.
• Show empathy for the guest's situation.
• Never allude to the guest's problem as a common occurrence.
• Always offer an apology.
• Make the apology specific to the situation.

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• Do not offer excuses or blame others. Communicate a desire to satisfy.

Here are some tips to help you handle other complaints and send your
customer home with a smile.

• Listen Intently to what the customer has say. Even if you can't solve the
problem, you still need to listen. Do not interrupt them. They need to tell
their story and feel that they have been heard.

• Body Language: The way you stand and look at a customer can speak
more than words. Maintain eye contact and don't cross your arms over your
chest, if you are feeling defensive. Avoid the urge to nod and smile instead,
no matter how irritated you may feel. This shows you value their opinion
and the business.

Why You Need To Listen to Customer Complaints

When a customer complains, then it is vital that you, as part of the

establishment, listen attentively. There are several reasons for listening to
and responding to the complaints of your customers, as enumerated in the
next page.
✓ Development

The most important reason why you should listen to complaints is very
simple. If someone is complaining, chances are, a problem in your product
or service is causing it. Listening to complaints allows you to find out what
the problems are with your business and help you find the right solutions
for them.

Fixing the immediate problem once will help you keep the customer who
made the complaint. However, by getting to the root cause of the problem
and fixing it permanently will help keep your customers satisfied, and
maybe even help bring in some new ones.

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✓ Loyalty

Records from employers show that guests who complained and were
satisfied on how the problem was handled are generally much more loyal
than those who are simply happy with the business.

If you can fix a complaint quickly, it shows not only that your business
respects the customer and wishes to provide a good service but also that
you can be relied upon when things go wrong. It can provide a customer
with a sense of security in your business, making them much less likely to
go to your competitors.

✓ Lost Customers

You only have 2 choices when dealing dissatisfied customers:

either let them complain and try to solve their problems, or watch them go
to your competitors.

Again, and for this reason, you should encourage dissatisfied customers to
complain. Although there are few proven figures, most experts believe that
you are up to 10 times more likely to keep a complaining customer (whose
problem you try to solve) than you are one who says nothing.

You should also remember that it costs up to five times as much to win a
new customer than to keep an old one, even if keeping a dissatisfied
customer costs, you now, in the long run, it will almost certainly save you
money.

If a customer complains, it gives you a chance to make them satisfied with

your business.

Employees

If a complaint is the result of a mistake by an employee, a complaint will

help you to know where problems lie. Minor problems can be fixed by

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reminding employees of certain information processes, major problems can

be looked at over a period of time, with the aim of long term
improvements. In repeated cases of employee fault, you should consider
giving verbal warnings.

Front line employees can often bear the complaints caused by other
employee's mistakes, but attempting to solve all problems that have been
raised from the complaints made will help you keep your customers happy.
Training and empowering employees on how to deal with complaints or
problems will also help improve matters.

Tips on Valuing Customers

• Make sure the focus of your manager and staff is on the customer and not
only the process of running the business.

• Run your entire business to suit customer.

• Make sure that the concept of "moment of opportunity is understood and
implemented by every staff member whether they directly serve customers
or work behind the scenes.
• Reward staff for excellent customer service.
• Ensure that every person you employ understands that it is the customer
who pays their wages.

Listening and evaluating a customer's complaint may be summarized into

the following:

• Politely ask for the issues or concern from the guest.

• Note the details of the guest complain or concern
• Give full attention to the complaining guest
• Repeat a list of the complaint to the guest to determine if the concern is
correctly understood.

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How Much Did You Learn?

Self-Check 6.1

True or False: Write T if the statement is correct and F if it is incorrect. Write

the answers in your notebook.

_________1. Full attention is given to the complaining guest.

_________2. Excuses or blaming others are avoided.
_________3. Food orders are delivered on time as desired by the guest.
_________4. Do not take offense when guests complain.
_________5. Do not thank the guest.

Learning Outcome 6.2

APOLOGIZE TO THE GUEST

The following skills and knowledge shall be the focus of this module:

• Offer a sincere apology for the disservice

• Show empathy with genuine concern and consideration to the guest
• Avoid excuses or blaming others
• Express gratitude to the guest for bringing the matter up for attention

Lesson Information 6.2

All restaurants will inevitably have to deal with customer complaints. No

matter how hard you try to please your customers, something will got
wrong that is beyond your control. Innocent mistakes happen. Some
customers are hard to please and will complain if they are not 100%
satisfied. Unfortunately, restaurants have to deal with these complaints
whether it is their fault or not.

If anything, wrong happened in the restaurant even if it is not your fault,

always be ready to apologize. Customers believe that they have the right to
complain and they expect an apology. In a situation like this, it is important
for the management to consider communicating with the customer
essential. Be ready to show concern and empathy to their situation. Words

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like "I understand how you feel", "I see, "I apologize", "I am sorry", "I can
see how you might feel that way." "I understand that you are not happy
about the wait, sir, but we are working as fast as we can to get you a table."
"We really appreciate your patience and willingness to wait" "Perhaps you
would like to have a drink at the bar until your table is ready." It is not right
to put the blame on the customer. Let them feel that you are ready to listen
and address their concerns. Thank and acknowledge them. By this, you are
putting your company on the side of the customer.

This of course will not prevent you from becoming angry if even despite
your best efforts, the customers are still hostile. But just the same, you can
still send them some courteous notes.

How Much Did You Learn?

Self-Check 6.2

True or False: Write TRUE if the statement is correct and FALSE if it is

incorrect. Write the answers in your answer sheet.

_______1. A sincere apology is offered for the disservice.

_______2. Excuses or blaming others are avoided.

_______3. Empathy is shown to the guest to show genuine concern and

consideration.

_______4. Gratitude is expressed to the guest for bringing the matter up for
attention.

________5. Apology should be made to the customer for any inconvenience

caused.

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Activity 6.2

Interview with the Manager

Interview a manager of any restaurant or hotel establishment. Consider the

following questions and report to class.

1. Why is it wise to adopt "the guest is always right" attitude?

2. Why is it important to thank and acknowledge the guest for letting you know
that something is not right in your establishment?

Learning Outcome 6.3

TAKE PROPER ACTION ON THE COMPLAINT

The following skills and knowledge shall be the focus of this module:

• Take appropriate action regarding guest's concerns

• Inform the right person or department for proper action

• Elevate or refer difficult situation or serious concerns to higher authority

• Follow up and check if the problem is solved or not

Lesson Information 6.3

After apologizing to the guest, concrete action must be done to resolve a

complaint. Below are the procedures on how to take proper action on a
complaint and how to resolve it.

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Listen to the Guest

• Follow the sequence of events leading to the guest's complaint

• Try to understand the guest's point of view.

• Determine the guest's overriding concerns.

• Use eye contact and open body language.

• Allow the guest plenty of time to explain.

• Determine a Solution

• Go over all available options in your mind.

• Consider the facts and the guidelines of the restaurant.

• Select the two best possible solutions and present them to the guest.

• Possible solutions to guest problems:

✓ Re-make the order.

✓ Re-order new item.

✓ Remove the item from the check.

Agree to a solution

• Ask the guest to choose the solution that best accommodates his/her
needs.

• Check if the solution preferred by the guest is feasible for you to agree on.

• Make sure the guest is pleased with the solution.

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• Remain calm and pleasant.

Take action

• Prioritize and expedite action to rectify the problem.

• Ensure that the situation is clearly explained. Stress its importance and
urgency.

Follow up

Once the action has been completed, follow up with the guest. Make sure
he/she is satisfied with the solution. If unhappy guests do not complain,
they do not come back. If guests' complaints go unresolved, they do not
come back. But if guests' complaints are resolved quickly, there is a 95%
chance that they will come back again. The true test of an organization can
only be measured in the face of adversity. Handle problems well and you
will earn the respect of guests and the organization.
Prompt Action is a Must
It is important that you deal immediately with a disgruntled restaurant
guest. Delaying your response and keeping the angry customer waiting will
only complicate the situation. Complaining guests, who are not attended to
immediately, have the tendency to find more things to complain about. The
initial response of the manager should be to defuse the situation by
showing that someone is efficiently handling the situation.

Some guest complaints are quite simply a case of exerting the "the
customer is always right" attitude, to try and impress others at his or her
table. These customers just need a little coddling. Other problems could be
simple food preparation problems that you need to address immediately so
you can fix and limit the damage. Nonetheless, a quick response is essential
to correcting the guest complaint. Act immediately. A customer problem is
priority number one and not to be written in the "to do's" list for the day.

Get Your Facts Straight

Before you approach the complaining guest, get a quick run down from the
server or other restaurant personnel involved in the restaurant guest

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complaint. A little knowledge beforehand will give you not only the
information you need so you are not left shocked, but it also gives you a few
moments to think about possible corrective measures.

The following are some ways of taking action on the complaint:

• Promise to do all you can to rectify the problem. It is often better to

refund, retreat, and restore guest confidence than to have that guest tell all
their friends (and others) about their bad experience.

• Follow through on your promise to act. In most cases, consumers want to

see that their feedback will make a difference and improve the experience
for others.

• Explain to the customer all the steps and/or actions you can do to resolve
the problem. Agree on how, where, and how often updates will be given
during the whole process.

• Ask the customer how he would like his problem to be solved. If it's in
your hands, do it. Otherwise, request authorization. Do not worry, in most
cases customer demands are much less than we imagine. What most
customers want is a fair deal.

• If the solution is beyond your capabilities, refer it to the manager or to a

supervisor, but never disown the problem. Make a close follow-up and keep
the customer informed.

• If the customer's request is not feasible, offer him other alternate

solutions to the problem. Not all people settle for the same solution.

• Embrace the complaint. Do not ask yourself if it has to do with your job
function. The customer complained to you, so this complaint is "yours" and
it's your responsibility to solve it.

• Go the extra mile. Offer freebies if possible. Offer the customer some kind
of additional retribution for his bad experience. It doesn't need to be
monetary, but it has to be valuable. For example, an airline could offer an

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upgrade; a hotel could offer a free day of Internet access from the
customer's room, etc. If you are not authorized to offer compensations, do
something special to surprise the customer and exceed his expectations. For
example, when a customer's brand new car broke down while driving to the
airport, the service manager at the car dealer sent over an employee to pick
him up and take him to the terminal, and a few days later, he showed up in
person at the arrival's gate to meet the customer with his car fixed and a
box of chocolates.

Here are some quick freebies that you can give customers that will not cost
you much money, but will go a long way to assure future business:

1. Free round of drinks

2. Free dessert

3. Gift certificate for a future visit

4. Merchandise, such as a beer glass or tee-shirt

5. Take a certain percent off their meal

Make sure to contact the customer to inform them that the problem has
been solved.

How Much Did You Learn?

Self-Check 6.3

A. True or False: Write TRUE if the statement is correct and FALSE if it is

incorrect. Write the answers in your answer sheet.

________1. Do not take offense when a guest complains.

________2. Thank the guest for bringing up the matter.

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________3. The problem should be followed-up to check whether it solved

or not.

________4. Complaints are documented according to the establishment

standard procedures.

________5. Persons concerned are recognized and actions taken are

recorded.

B. Essay Writing. Write a short essay answering the following

questions.

1. Why is it important to deal with a disgruntled guest immediately?

2. Why do you mean by going the extra mile? Give examples.

3. In your own words, explain the procedures in handling guest complaints.

Learning Outcome 6.4

RECORD COMPLAINTS

The following skills and knowledge shall be the focus of this module:

• Document complaints according to establishment standard procedures

• Recognize persons concern and record actions taken

• Log and collate feedback received from the guests

Lesson Information 6.4

Use Your Restaurant Guest Complaints

We all hate restaurant guest complaints but unfortunately, they are part of

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the business. When an issue with the guest complaint has been corrected
so that they are once again happy and loyal customers, it is time to deal
with the another side of the issue: was this an isolated incident or just one
of many? Whatever the problem was, you need to realize one thing right
off; that for every person who complains about something, there are more
guests who have had the same experience. but just haven't said anything.

To address the complaints of an establishment, one must be familiar with

the types of complaining guests. Below are some types of complaining
guests.

Types of Complaining Guests/Customers

The Volcano
• Erupts suddenly
• Insults you personally
• Eager to pick a fight with you

The Know-it-all
• Acts as if he knows everything in terms of food and service.
• Threatens by name dropping on famous people and politicians.

The Foreigner
• Very difficult to communicate with
• Cannot explain their problem fully and cannot understand the solution
you are suggesting

The Rambler
• Relishes the chance to speak to someone or anyone.
• Refuses to get to the point but talks on and on about irrelevancies.

The Clam
• Will not talk, but is obviously dissatisfied and problematic
• You have to work extra hard to be able to tell what they need because
they will not talk

The Free-loader

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• Will complain so as to get freebies

• Will usually complain about even the smallest details or will make up
complaints
• Will definitely demand that their meal be on the house

Although you may feel that the complaining guest was a pain, they just did
you a huge favor! You need to now correct the problem immediately if it is
an operational issue and even quicker if it is a safety or health issue. You
may see, much to your disbelief, most guest complaints do not come from
those who are looking to get something free, but from people that care.

Make sure you care too. Correcting the problem promptly and
professionally will show them that their concern was not unfounded. These
customers will become loyal guests and you can save many more dining
experiences.

Monitor Final Satisfaction

Some establishments contact the customer who made a complaint a few

days later to make sure they are satisfied with the way the problem was
solved and ask them if there's anything else the company can do for them.

Monitoring satisfaction can be a good reference to develop your own

complaint and problem management policies that would best suit the
characteristics of your business. This could be a guideline to train all your
staff so as to implement it properly. The complaint and problem
management policy may not lower your rate of mistakes, but it will at least
ensure that when your service fails, customer satisfaction won't be affected
and that the image of your company may even end up strengthened.

Log, record, and collate all complaints and feedback received. Establish a
continuous guest feedback system. Encourage guest to express their
impressions and tell you about their experience. Look for trends and
patterns. This will help you improve your service for others. Act on practical
suggestions.

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Handling Customer Complaints:

Patrol Customers' Conversations on the Web

In today's digital age, there's no way of knowing exactly where a customer

will choose to voice a complaint. From traditional hot-line numbers and
online feedback forms to social media sites like Facebook, Twitter, and user-
review sites such as Yelp, the Internet is the customer's oyster as far as
retaliation is concerned.

Customer service clientele should monitor as many media as possible to

make sure all the bases are covered and no complaint goes unnoticed.
Consider the case of Comcast, whose employees are authorized to use
Twitter to respond to customers' complaints online. "It shows the public
that you're listening," says Morgan, who encourages employees to take
advantage of these public forums and post responses on message boards.

Of course, direct communication is always ideal, and if a customer's contact

information is given, the issue should be dealt with on a persona basis.

Once the complaint is resolved, it is worth asking the customer to post

again on the original message board and update readers and potential
customers who may visit the site in the future.

How Much Did You Learn?

Self-Check 6.4

Essay: Write an essay answering the following questions. Make an oral

presentation in class afterwards.

1. What is the importance of guest complaints to a business?

2. Explain the importance of recording and monitoring guest complaints.

How Much Did You Learn?

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Post-Assessment

True or False: Write T if the statement is correct and F if it is incorrect. Write

the answers in your notebook.

__________1. Room service is a great opportunity to increase revenue.

__________2. The acceptable expression is to ask open-ended questions to

sell and lead the guests to buy.

__________3. Suggestive selling is anticipating the guest's needs and

making recommendations to match.

__________4. Adapting a hanger device helps guests to place the orders

the night before or way ahead of time.
__________5. A room service order placed through the telephone is faster
than on that is written down manually or typed into a computer.

__________6. Trays and trolleys must be taken to the wash up area.

__________7. Make sure that the presentation of the setup is attractive,

well balanced and safe.

__________8. Lift the receiver at the second ring if possible.

__________9. Approach the guest room quietly.

__________10. Check all service equipment to make sure that it is clean

and undamaged.

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