The meeting provided a detailed overview of the room service process in hotels, focusing on best practices for order taking, meal preparation, delivery, and follow-up.
Key points included the importance of communication skills, attention to service standards, and the use of technology in guest interactions.
No decisions were made, but operational standards and expectations were thoroughly discussed for staff performance in each step of the guest service journey.
Action Items
None recorded.
Room Service Order Taking: Standards and Best Practices
The first guest contact is through a phone call, typically managed by a trained room service order taker (RSOT).
Calls should be answered within three rings, with a warm greeting that includes the time of day, department, and the RSOT's name.
Use of the guest's name is encouraged for personalization; casual language or slang is prohibited.
The RSOT must listen attentively, ask permission to place guests on hold, and keep hold times under 30 seconds.
Orders are clarified with specific questions to ensure accuracy, and suggestive selling is used to enhance the guest experience.
The RSOT repeats the order for confirmation, provides an accurate delivery time, confirms payment method, and ends the call politely—waiting for the guest to hang up first.
After the call, orders are entered into the POS system, generating a kitchen order ticket for the correct department.
Preparation and Presentation for Delivery
The room service attendant selects a tray for small orders or a trolley for larger, multi-course meals.
Setup includes clean linens, appropriate utensils, and often a touch such as a fresh flower for upscale presentation.
Hot dishes are covered with cloches to maintain temperature and appearance.
The room service captain or supervisor checks each order against standards and special requests before delivery.
Delivery to Guest Rooms: Procedures and Etiquette
Attendants knock and announce "room service" before entry, respecting any do not disturb signs.
Upon entry, attendants confirm where to set up the meal and arrange the setting professionally.
Items are presented and charges explained; payment is processed as preferred by the guest.
Attendants inquire about tray clearance timing and respect the guest’s privacy.
Post-Delivery Follow-Up and Clearance
Approximately 35-45 minutes after delivery, the RSOT follows up with a courtesy call to check meal satisfaction and arrange tray pickup.
Feedback is solicited to gauge guest satisfaction.
Trays and trolleys must be cleared promptly to maintain hallway cleanliness and guest comfort.