TLDR;
This video outlines the key steps and best practices involved in providing excellent room service in a hotel setting. It covers everything from taking the initial order to delivering the meal and clearing the tray, emphasising the importance of professionalism, efficiency, and guest satisfaction.
- The room service order taker (RSOT) must answer calls promptly and politely, using the guest's name and offering helpful suggestions.
- The room service attendant prepares the tray or trolley with attention to detail, ensuring everything is clean, polished, and complete.
- Delivery involves a respectful procedure, setting up the meal according to the guest's preferences, and presenting the bill clearly.
- A follow-up call is made to check guest satisfaction and arrange for tray clearance.
Answering the Call: The Room Service Order Taker (RSOT) [0:00]
The room service experience begins with a phone call answered by the Room Service Order Taker (RSOT). This initial contact is crucial for setting a positive tone. The RSOT, often a trained female staff member, must answer within three rings, smile to sound friendly, and use a standard greeting that includes the time of day, department name, and her own name. Using the guest's name, displayed on modern phone systems, creates a personal connection. The RSOT should listen attentively without interruption, ask permission before placing the guest on hold (for no more than 30 seconds), and pose clear questions to avoid order confusion. Suggestive selling, offering helpful suggestions to enhance the guest's experience, is also part of the role. Once the order is complete, the RSOT repeats it back to confirm accuracy, provides a realistic delivery time, confirms the payment method, and ends the call politely, waiting for the guest to hang up first.
From Order to Kitchen: Processing the Request [2:40]
After the call, the RSOT enters the order into the point of sale (POS) system, which sends instructions to the kitchen and generates a kitchen order ticket (KOT). In modern hotels, these orders often appear on digital kitchen screens, known as a kitchen display system (KDS). With clear communication and technology, the order proceeds to the kitchen for preparation.
Setting the Stage: Preparing for Delivery [3:16]
Once the kitchen starts preparing the meal, the room service attendant begins preparing for delivery. The attendant chooses between a tray (for smaller orders) and a trolley (for larger, more complex orders). Trolleys often have hot boxes and fold-out sides. A clean linen or placemat is placed, followed by cutlery, crockery, glassware, and condiments, all clean and polished. Upscale hotels may add a fresh flower. Hot food is covered with a cloche to retain heat and maintain a professional appearance. The room service captain or supervisor checks the setup against the original order, ensuring special requests are met and everything looks fresh and complete.
Knock, Knock: Delivering with Professionalism [5:02]
The delivery phase requires speed, neatness, and professionalism. The attendant knocks firmly three times, announcing "room service," and waits 10-15 seconds before knocking again. They only enter when invited. If there's a "do not disturb" sign, they confirm with the guest. Upon entering, the attendant greets the guest and asks where to set up the tray or trolley. Trolley sides are unfolded and covered with linen. The attendant removes the cloches, confirms the items, and presents the bill in a clean folder, explaining the charges (meal, taxes, and service charge). If charging to the room, a signature is requested. The attendant asks when they may return to clear the tray, showing respect for the guest's privacy.
Following Up: Ensuring Satisfaction and Prompt Clearance [6:50]
After 35-45 minutes, the room service order taker makes a courtesy follow-up call to check if the guest enjoyed the meal and to arrange tray clearance. This call also provides an opportunity to gather feedback and show care. If the guest is ready, the request is passed to an attendant for immediate clearance. Trays and trolleys should not be left in the corridor for long, and staff are responsible for regular checks and prompt pickups to maintain a clean and comfortable environment for all guests.