Previou

s
lesson?
“Guess the Picture”
“Guess the Picture”
“Guess the Picture”
Taking Room Service
Order
Learning Objectives:
At the end of the lesson, the students should be able to:

1. Discuss the procedure in taking room service orders;

2. Demonstrate procedures by attending to telephone calls promptly and
courteously;
3. Give the importance of proper order taking in a room service.
Questions:

● What do you think the video is all about?

● Have you tried to check in at the

hotel/restaurant?

● Based on the video, how did the room service

attendant communicate with the guest?

● Why do people take for room service?

What is a Room Service?
Why Room Service?

❏Can enjoy meals in the privacy of own room.

❏Can place order even at odd hours.
❏Food is delivered to room, therefore it saves time.
 TAKE AND PROCESS ROOM SERVICE ORDER

1.Identify the range of room service products that are

available in the enterprise.
Different establishments including Hotels, Resorts, from 5 or 6 star
to 1 star, serviced apartments or Villas and residential clubs offer
different types of room service ranging from a full compendium
Menu with 24-hour service to Breakfast only served in the room
and ordered by door Knob menu
 TAKE AND PROCESS ROOM SERVICE ORDER

2. Take guest for room service

The first thing to take up a room service is to have a call to the
receptionist where the guest have to make the first move for any request.
The receptionist will follow for more inquiries regarding the guest’s orders
and request. The receptionist must make it sure that they get the correct
information and must accommodate the guest in a warm and pleasant
manners
 TAKE AND PROCESS ROOM SERVICE ORDER

3. Use selling techniques to optimize room service

sales

When talking with the customer, Room Service staff may

need to advise and to assist the customer in making their
selection by suggesting or explaining menu items.
 TAKE AND PROCESS ROOM SERVICE ORDER

4. Confirm guest order for room service an advice of

expected service time
Once the order has been taken from the customer,
you must clarify the details of the order. To do this, repeat
the order back to the customer to check for accuracy,
and amend where necessary, room service orders are
frequently placed over the phone or by text and there is no
actual face-to-face interaction, which can lead to
confusion, misunderstanding and mistake.
TAKE AND PROCESS ROOM SERVICE ORDER

5. Record room service order

Room Service orders are commonly recorded in

conjunction with a discussion with the Guest. The
order may be written either by hand or recorded
electronically
 TAKE AND PROCESS ROOM SERVICE ORDER

6. Action the room service order according to enterprise

procedures

Once taken, the orders should be immediately transferred to

the appropriate locations: this location may be the wine
store or service bar, a servery or food storage area in room
service, the Kitchen, the Bistro or Café, the bar or beverage
dispense or a retail outlet within the complex.
Attendant: Hello, good morning room service department. This is Niriza speaking. How many I help
you?
Guest: Good morning. Can I order for my breakfast?
Attendant: Yes, ma’am/ sir. But before that may I know who’s in the line and your number please? Or
your complete name and your room number please.
Guest: I am Jane and my room number is 123.
Attendant: Ma’am Jane, we have 3 types of breakfast: Continental, Traditional and American breakfast.
In traditional breakfast, we offer 2 types of main course. We have pork adobo with 1 cup of rice and
fried chicken with 1 cup of rice. Which one would you like to have ma’am?
Guest: Pork Adobo
Attendant: We also offer fresh fruits, ma’am. Would you like to have 2 slices of mango, 2 slices of
melon or 1 piece of banana?
Guest: 2 slices of mango
Attendant: We also offer fresh juice. Mango or pineapple?
Guest: Mango Juice
A: For the bread ma’am, would you like to have a butter or cheese bread?
G: Cheese bread.
A: How about coffee ma’am? we have latte, black coffee and cappuccino.
Guest: Latte please.
Attendant: Ok ma’am. What time would you like your foods to be delivered ma’am?
G: At exactly 8:00 in the morning.
Attendant: Alright ma’am. I will repeat the details of your order. You ordered traditional breakfast and it
consists of 1 cup of rice with pork adobo, 2 slices of mango, mango juice, cheese bread and latte. It will be
delivered in your room at exactly 8:00 am. Did I get your order right ma’am?
Guest: Yes, that is correct.A
attendant: By the way ma’am/ sir, in what way would you like to settle your bill? Is it incash, credit card or
charge to your room?
Guest: Charge to my room.
A: Alright ma’am Jane. Is there anything else you need ma’am?
Guest: None so far.
A: Ok ma’am. Thank you so much for calling and if you have some inquiries don’t hesitate to call room
service department. Have a nice day!
Any questions??
APPLICATION
I will group you into two groups and each group will pick their task.
Group 1 : Create a telephone conversation script. Make sure that you follow the procedure in
taking room service order.
Group 2: Enact a scenario of a front desk attendant receiving an order request from a hotel
guest. The telephone conversation must include the given order details.
Performance of the learners will be rated using the rubric below
GENERALIZATION
❑ What have you learned from our lesson?
❑ Why do you think it is important to understand
the correct process in taking room service orders?
❑ What are the values that you have learned from
our lesson this morning?
 ASSESSMENT

Direction: Read each item carefully. Take this test and find out how much you know about the lesson.
True or False: Write TRUE if the statement is correct and FALSE if it is incorrect.
____________ 1. Room service is a great opportunity to increase revenue.
____________ 2. Room service order placed through the telephone is fast and written down manually or typed into a
computer.
____________ 3. Lift the receiver in the second ring if possible.
____________ 4. Doorknob signages are placed inside the guestroom by the room attendant.
____________ 5. Most room service orders are done by telephone service.
____________ 6. The telephone must be answered quickly.
____________ 7. Orders taken from a telephone is written in an order slip.
____________ 8. Suggestive selling is anticipating the guest’s needs and making recommendations to match.
____________ 9. Never give the guest an estimated delivery time.
____________ 10. Check and use guest's names throughout the interaction.
Essay: Explain the following question.
1. Why is it important to follow the procedure in taking room service order?