CORE COMPETENCY 5

LEARNING OUTCOME NO.1 – TAKE AND PROCESS ROOM SERVICE ORDERS

LEARNING OUTCOME NO. 1 TAKE AND PROCESS ROOM

SERVICE ORDERS

CONTENTS:

1. Taking Room Service Orders

2. The Door Knob Menu
ASSESSMENT CRITERIA:

1. Telephone call is answered promptly and courteously in accordance

with customer service standards.
2. Guests’ name is checked and used throughout the interaction
3. Details of orders are clarified, repeated and checked with guests for
accuracy
4. Suggestive selling techniques are used.
5. Guests are advised of approximate time of delivery
6. Relevant information are recorded and checked in accordance with
establishment policy and procedures
7. Room service orders received from doorknob dockets are interpreted
accurately.
8. Orders are promptly transferred and relayed to appropriate location
for preparation.
CONDITIONS:

the trainee/students must be provided with the following:

1. WORKPLACE LOCATION
2. EQUIPMENT: Telephone
3. TOOLS, ACCESSORIES AND SUPPLIES: paper and pen, room service
order slip
4. TRAINING MATERIALS: CBLM
ASSESSMENT METHOD:

 Demonstration with questioning of the candidate taking a room

service orders and preparing a room service tray.
 Role play on the whole room service procedure