Elements and Performance Criteria
- Take and process room service orders.
- Answer telephone promptly and courteously according to organisational customer service standards.
- Check guest name and use throughout the interaction.
- Provide information, record room service order and room number and check with guests for accuracy.
- Use suggestive selling techniques to maximise sale.
- Advise guests of approximate time for delivery.
- Interpret room service orders received from doorknob dockets.
- Transfer orders promptly to the appropriate location for preparation.
- Set up trays and trolleys.
- Select and prepare room service equipment and check for cleanliness and damage.
- Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.
- Collect all prepared meals and beverages promptly and in correct service order.
- Check prepared meals against the order and meal items for correct temperature.
- Present room service meals and beverages to guests.
- Present room service accounts.
- Clear room service area.