COMPETENCY BASED LEARNING MATERIAL
Sect or
: TOURI SM
Qual i fica t i onTi t l e
: FOOD AND BEVERAGE
SE RVI CES NC- I I Uni t ofCompe t ency: PR OVI DE R OOM SE RVI CE Modul e Ti t l e
: PR OVI DI NG ROOM SE RVI CE
KI WALAN ATI N ONAL I H GH SCH OOL P10, ki wal an ,I l i ga n Ci t y
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HOW TO USE TH I S COMPETENCY BASED – LEARNI NG MATER I ALS
el come W!
Thi s uni t ofco mpet en cy, “ Pr ovi di R n oom g Ser vc i ” e ,i s o ne of t he com pet en ci es of ““ Pr ovi de R oomSer vce” i , a cou r se h w i chcom pr i ses t he k now l ed ge, sk i l l s an d at t i t udes equ ri r edf or oo Fd and Bever age Servi ces CNI Ii ti s o ne o ft he sp eci al i zed mod ul es t aNat i on al Cert i fica t e Level . I n t hi s mod ul e,yo u ar er eq ui r edt o got o a seri esofl ea rn i ng act i vi t i es niord ert o com pl et e ea chl ea rn i ng o ut com e o ft he m od ul e.I n each l ear ni ng ou t com e ar eI n h tf e orm at i onShee t s,Sel f Check s,Ta sk ,
Sheet s a nd Job heet S.s Fol l ow and perf ormt hesect a i vi t i es n o you r ow n. I f youhaveuest qi on s,do nothesi t at e o t askf or assi st ance r om f yourt r ai ner .
Remember t o: Readi nf orm ai t onsh eet s an d com pl et e h te sel f - ch eck s.Suggest ed r ef er en ce r a e n i cl udedt o su ppl em en tt he m at eri al s p r ovi dedi n t hi s modul e. Per f or m t he Task Shee t s an d Jo b Shee t s u nt i l youar e con fiden tt hat yourout put sconf or mt ot hePer f or manceCr i t er i aChec kl i s tt hat f ol l ow s h te s heet s. Page
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Whenyouf eelconfidentt haty ouhavehadsuffici entpr act i ceaskyour t r ai ner otasse ss.
Youmus tpasst hei ns t i t ut i onalCompe t encyEval uat i onf ort hi s com pet en cy ef b or e m ovi ng o t a not hercom pet en cy . A cer t i ficat e of Ac hi ev ementwi l lbeawar dedt oyouaf t erpassi ngt heeval uat i on. Yourac hi evementwi l lber ecor dedi nyourPr ogr es s Char t an d
accom pl i shmen t Char t .
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COMPETENCYBASED LEAR NI NG MATER I ALS Li st ofCompet en ci es
No.
Uni tof
Modul e T i t l e
Compe t ency PRE PARETHE
Code
PREPARI NG THE
DI NI NG DI NI NG TR 512387 1. RO OM/REST AURAN RO OM/REST A US RAN TAREAFOR TAREAFOR SE RVI CE SE RVI CE WELCOMI NG WELCOME GUESTS GUEST S AND AKE TRT S 512388 AND TAKE FOOD 2. FOOD AND AND BEVERAGE BEVERAGE ORDERS ORDERS
PROM OTE FOOD 3. AND BEVERAGE PRODUCTS
PRO MOTI NG FOOD T RS512389 AND BEVERA GE PRODUCTS
4. PROV I DE FOOD AND BEVERAGE
TRS512390 PRO VI DI NG FO OD AND BEVERAGE
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SER VI CES TO GUESTS
SER VI CES TO GUESTS
PROVI DE RO OM 5. SER VI CE
TRS512391 PROVI DI NG ROOM SER VI CE
RE CEI VE AN D 6. HAND LE GU EST CONCERNS
RE CEI VI NGTR AN S5 D12392 HANDL E GUES T CONCERNS
MODUL E C ONTE NT
Qua l i ficat i on T i t l e :FOOD AND BEVERAGE SE RVI CES N C I I Un i t ofCo mpet ency Modul eTi t l e
:PRO VI DE RO OM SERVI CE
:PRO VI DI NG RO OM SER VI CE
I nt r oducti on Thi s co mpe t ency s t an dar d defi nest he mi ni mum r equ i r eds t oc k of know l edge , Ski l l s an d at t i t ude a er psonmustpossess o q ut al i f y a s F oo d an d Beve r age erv Si ces CNI I Nat i on al Cer t i ficat e are i ssu edwhent he pr escr i beduni t s of com pet en ci es ave h een b ach i eve d. The p ur pose of co mpet en cy a st ndar d i s o t u pgrad e h te evel l ofsk i l l s of peo pl e n it he Tour i sm Sect orser vi ce,wi t ht hevi e w ofcomi ngupwi t ht hequal i t y pr od uct s,servi ces, op t i on al use f oeq ui pmen t ,t oo l s a nd mat eri al s,and i ncrea sed pr oduct i vi t y . Topr ov i de r t ai nees i t h w a st ru ct ur edbasi s n i
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t he p r ep ar at i on oft he ob j sp eci fica t i onnecessa ry or f sa l ary / age w admi ni st r at i on . Toenh an cet he dev el opm ent ofhumanr es ou r ce st hr ou ght he pr eci se asses sm en t orsk i l l edman pow eri n t he Tou r i sm I ndust ry Sect or at l ar ge; t o serve as basi a s n it he est abl i sh men t ofcom pet en cy assessm en t an d cer t i ficat i onsys t em , whi chcanbe u se or f et s t i ng a nd cl assi fiedFo odan d Bev ea rge CNI I . Fi nal l y ,t or ea ffir m h te govern men t s ofpr of essi on al i zi ng t he ski l l ed wor kf or cef orwhi c hr ol eoft hePhi l i ppi nes.TVETqual i ficat i onand ce r t i fied sy st em ( PTQCs)was om c pose d.
Lear ni ng O ut com es : 1.T ake an d p r ocess r oo m ser vi ce or der s 2.Setup t r aysnd at r ol l eys 3.Pr ese nt an d ser ve ood f an d bev ea rge order s o t gu es t s 4.Pr es en tr oomse r vi ce acc ou nt 5.Cl ear aw ay oom r se r vi ceeq ui pment
Perf or man ce r C i t er i a 1.Answ er s el tep hon e cal l pr om pt l y an d cou r t eou sl y n i accor dan ce wi t hcus t omerser vi ces t andar ds 2.Chec ked gu es t s’ name an d usedhr t ou gh ou tt he n i t er act i on 3.Cl ari fieddet ai l s of ord er s,r ep ea t edand ch eck edwi t h gu est s or f accu r acy 4.Sugge st i ve sel l i ng ech t ni ques r a e u sed . 5.Advi segues t sofappr oxi mat et i meofdel i v er y r el eva nt i nf orm at i on 6.Recor d an dc hec ked i n accor dan ce i w t h est ab l i sh men t pol i cy an d pr oced ur es 7.Rece i ve or der s r f om r oomser vi ce oor d knobdocket s ar e i nt erp r et edacc ur at el y. 8. Tr ansf eror der sandr el ayedt oappr opr i at el ocat i onf or pr ep ar at i on .
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LEARNING OUTCOME # 1
Take and process room service orders
CONTENTS (1) 1.1
1.2 1.3 1.# 1.& 1. 1., 1.-
Telephone call is answered promptly and courteously in accordance with customer service standards. Checked guests’ name and used throughout the interaction Claried details o! orders" repeated and checked with guests !or accuracy $uggestive selling techni%ues are used. 'dvise guests o! appro(imate time o! delivery *ecord and checked relevant information in accordance with esta+lishment policy and procedures *eceive orders !rom room service doorkno+ dockets are interpreted accurately. Trans!er orders and relayed to appropriate location !or preparation.
ASSESSMENT CRITERIA 1. 'nswered telephone call promptly and courteously in accordance with
customer service standards. uests’ name has checked and used throughout the interaction. /etails o! orders are claried" repeated and checked with guests !or accuracy. 0se suggestive selling techni%ues. uests were advised o! appro(imate time o! delivery. . Relevant information has +een checked and recorded in accordance with esta+lishment policy and procedures. ,.rders !rom room service doorkno+ dockets were received and interpreted 'ccurately. 2. 3. 4. 5.
-. *elayed and trans!erred orders to appropriate location !or preparation.
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CONDITION 1. iven a telephone machine" you should +e a+le to operate and answered telephone call promptly and courteously in accordance with customer service standards. 2. n!ormation sheets to o+tain the topics. 3. aterials and supplies4 e.g. modules menu cards" menu +ooklet" door kno+ dockets and slips !or door kno+ docket’s costumer 5s !ood order" pen
ASSESSMENT METHOD: W!""$ T%" D&'$%""!'$
L$!$) E*+!$,%
L$!$) O-",'& # 1.1 Telephone call is answered promptly and courteously in accordance with customer service standards.
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L$!$) A,"!/!"!% R !$'&"!'$ %" 5.11 A$% %0 ,, 5.11 C'&+ $% "' $% D' 8'9 %"5. 11 A$% +'&$, ,,0!%" D' "% %" 5.11 A$% +'&$, ,,0!%"
S+,!0 I$%"-,"!'$% 1. 6ollow $tandard o! Procedure 7 $P’s)o! assisting the guest concern. 2. 'pply courtesy and politeness lder guest8persons with diaa+ilities and special needs must given special attention and direct assistance in accordance with costumer service standard. 3. +serve personal hygiene " cleanliness" sanitation and sa!ety. $a!ety measures must +e given prior attention in the assigned costumer service area.
R !$'&"!'$ %" 5.12 A$% %0 ,, 5.12 C'&+ $% "' $% 5.12 R !$'&"!'$ %" 5.13 A$% %0 ,, 5.13 C'&+ $% "' $% 5.13 R !$'&"!'$ %" 5.14 A$% %0 ,, 5.14 C'&+ $% "' $% 5.14
R !$'&"!'$ %" 5.15 A$% %0 ,, 5.15 C'&+ $% "' $% 5.15
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R !$'&"!'$ %" 5.16 A$% %0 ,, 5.16 C'&+ $% "' $% 5.16
R !$'&"!'$ %" 5.17 A$% %0 ,, 5.17 C'&+ $% "' $% 5.17 R !$'&"!'$ %" 5.1 A$% %0 ,, 5.1 C'&+ $% "' $% 5.1
I$'&"!'$ S" #5.11 L$!$) O98,"!/%: '!ter reading this n!ormation $heet" you must +e a+le to4 1. /ene a telephone machine9 2. denti!y proper telephone eti%uette in handling costu mer service. 3. /escri+e the ideal room service works.
I NTRODUCTI ON TO R OOM SERVI CE Roo m serv i ce or wks n i si mi l ar ays w o tre gu l ar est rau r an t serv i ce. The cu st om er pl acesnaord er ,t he co oks m ake h te oo fd, and t he server el i vers dt .I i t doe s, how ever , have i t s si gn i fica nt di fferen ces. For n o e,r oo m servi ce ri o gi nat es, wel l , f r om you r h ot elr oo m, ca bi n, or h ot er gu est l od gi ng.Secon dl y ,t he server s d on ' t
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gen er al l y ch eck i n onyour ep eat ed l y h tr ou gh ou tt he cou r se of you r m ean . La st l y , y ousi mpl yhav et ot akey ourdi shesouti nt ot hehal l way ,l eavi ngi tf orhot els t aff.
PLA CI NG AN O RDER Som e h ot el s p r ovi de gu es t s w i t h r oomser vi ce m en us,an d hi gh er en d hot es l ser ve ch ef ' s sp eci al s a nd gu est requ est s.The g uest ca l l s roo m servi ce i rect d l y,or cal l s t he r f on t desk or con ci er ge otbe con nect edt or oomserv i ce. Som e gu est s ca l lt he con ci er ge or fr ecom men dat i on s onwhatt o order an d whatt he h ou se speci al t i es ar e.Thena r oomser vi ce at t en dan t ,a d eskt t en a dan t orot herhot elst aff mem ber t ak es ht e m eal or dervi a p hon e. USI NG A T ELEP HONE M ACH I NE
Telepnone: a system that converts acoustic vibrations to electrical signals in order to transmit sound, typically voices, over a distance using wire or radio.
Some Simple Etiquette in Using Telephone to process Costumer Service:
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Smi l e w hi l e speaki ng ont he ph on e. Tryt oanswerwi t hi nt hr eer i ngs. Ahot ell obbyi sbuz z i ngwi t hact i vi t yonanal mo s tcons t antbasi s( orsowehope! ) . Pi cki ng u pa p hon e n it hr ee i n r gs m ay se em i mpossi bl e u ndert hes e ci r cu mst ances. Tokeep t hi s go al , youmi gh t con si der i ri hng aphon e e rcep t i on i sti f
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y oures t abl i shme nti spar t i cul ar l ybusy .Ory oumi ghthav et woempl oy eess t affing t he ob lby d esk atal lt i mes ot en su r e h tatatl east on e of t hem canan sw er i ncom i ng ca l l s.
Gi vea pr of essi onalgreeti ng. Gr eet a ca l l er i w t h af ew ki nd word s,as w el l as p r esen t i ng h te h ot el ’ s n ame.I t ’ s al ways go odt o e nd a greet i ng b y n i qu i ri ng a f t er ht e ca l l er .A f ew op t i on s a r e: •
“ How ar e y out od ay? ”
•
“ How mayI hel p you?”
•
“ How ca n I di r ect you r cal l ?”
I nt r od uceyo ur sel f pr i or t o ask i ng or f a am ne. Al waysi dent i f yyour sel fwhenyouanswert hephoneandwhenyoucal l someone . Anot heri nqui r yy oumayusei nagr ee t i ngi saski ngwi t hwhom youar espeaki ng. How ev e, ri t cancom e acr oss asde ru o t a skf ora n ame p r i ort o gi vi ng you r ow n. Be su r e o t n i cl ude y ou r ow n name n i you r fir stcom muni cat i on . Fo r exam pl e: •
“ Thi s s i E mi l y . Wi t h whom am I speaki ng?”
Speak cl ear l y an d at nor malvol ume. Con t i nue h te e xcha ngeby ad dr es sn i g h tem wi t h t he n ame h teyhave gi ve n. Enunci at i oni s ev enmor e mp i or t an t ove rt he ph on e h tani n per sonbec au se of how t he p hon e i l ne m ay i dort st sou nds.Som e e rcept i on i st s ry t ot m ak e u p f or ht i s by i ncrea si ng th e vo l ume o ft hei r voi ces , but t hi s sn i’ t nece ssa ry. I n f act , sp ea ki ng o t o l ou dl y can an noy ht e cal l eran d an y n earby ot eh lgu est s.
Li st en att en t i ve l y,wi t hout i nt erru pt i ng. Som e p hon e et i qu et t e s i h te sam e as carryi ng ona con ver sat i oni n per son . Li st en t ot he cal l eran d be su r e h tathe or e sh s i d on e sp eak i ng b ef or e e rsp on di ng. I nt err upt i ng ca n ca use a ot p en t i al gu est t o h ti nk youdon ’ t havei me t or f i m h or her .
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Tryt ohel pt heper son cal l i ngbyl ooki ngupaphonenumber ,t r ansf er r i ng ca l lt o th e ri gh t perso n or nd out the correct in!ormation" versus telling them they have the wrong num+er or trans!erring them to anyone ;ust to get rid o! them. Please treat the caller with respect and courtesy
Pl easeeat trhe t p er sonyo u cal l wi t h r esp ect d an co ur t esy I f th eydi al ed you i nco rr ec .t l y /one are all important people.
Use espect r f ul an d con si der at e w or ds an d phr " ases such as4 =ould you like to leave your num+er@=
Focu s ont he ca l l . Don’ t ea t ; dr i nk, et c.whi l e o n t he p hone. I f pos sb i l e,cu t ou t ot herdi st ract i on s w hi l e ont he p hon e su chas ea t i ng,dri nki ng, or ca rryi ng on a con versat i onwi t h a cow orke r . Thos e h tr ee ct ai vi t i es, sp eci fica l l y, may ev real t hatyou r mou t h i s bu sy h wenyouar e ot her wi se r yi tng o t com muni cat e.
I f youdon ’ t have naansw er , find someon e w ho d oes . I t ’ s a l wayset b t ert o h avehe t ca l l erwai t onhol d whi l e you seek ou t an answ ert han t o say you don ’ t know an d en d t he con ve r sat i on . Eve n i f youcom e b ack wi t hou t an answ er , youwi l l have ow sh n you r wi l l i ngn esso th el p. St artgreat cu st om erservi ce bef or eahot elgues te v erent er st hedoor !
Use t he h ol d bu t t on whenl eavi ng t he i l ne or on ph e. Whe t hery ouhav emul t i pl ei ncomi ngcal l sorneedt opur sueananswerf r om an em pl oyee n an i ot herr oom ,t he p r ot ocol sh ou l d be h te sam e.Don ’ t si mpl y set t he phon e ont he d es k. Know how t o h ol d an dr ec ov ercal l s effi cen it l y .
End t he cal l on an“up”ot n e.Make sur e you have a ph on e n umber t o r et ur n a cal l . Sayi ng h tank youf or ht e ca l li s h te si mpl est way ot en d on a p osi t i ve ot ne,but you may l so a sk a f or urt fherqu est i on s oret l t he ca l l erknow t hat youl oo k f orw ar d t o seei ng h tem whent hey si vi t . Rem em bert hatyousp ea k f or ht e h ot el .I ft he cal l er
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i sn’ ta p ot en t i algu es t , mak e ce r t ai n your ec or dt he n ame an d phon e n umberas a r eco rdf or an yf ol l ow up ca l l . Thefir s tcont actmadewi t hy ourhot elmi ghtwel lbeov ert hephone.Begi ny our gu est ’ s p osi t i ve cu st om erservi ce exp eri en ce i w t h a pol i t e a nd gen ui ne w el com e. Li st en , an sw erqu est i on s h tor ou gh l y , an d sm i l e!Even i f youareavi hng abadday , y ouhav et heabi l i t yt omakesome one’ sdaybe t t erwi t he xcel l entphonee t i que t t e.
:y Enr i ch i ng mor e you r vocabu l ar t he h an dl e knob or bywhi c hadoor i s op en edor osed cl . Door knob Dockets -a document or label listing the contents of a package or delivery. 6ile" dossier"+ooklet. "he opened a new docket for the account"
synonyms:
- ar e mp i ri nt edmat eri al s w her e vari ou s yp t es of nut ri t i ou s an d MenuBookl et s del i ci ou s m ea l ar e p l aced f or cost umer ’ s ow n ch oi ce of mea l servi ce.
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S0 C, <# 5.11
M-0"!+0 C'!, I$%"-,"!'$%: C''% " 0"" ' " 9%" $%. W!" '$0 " 0"" ' '- ,'!, '$ '- $% %" 1. A system that converts acoustic vibrations to electrical signals in order to transmit sound, typically voices, over a distance using wire or radio.
'. telephone A. computer C. calculator /.door kno+ dockets 2. n greeting the guest through telephone" it should also +e important to practice politeness and courtiousness through '. e(pressing anger using your !acial e(pression A. shows unattentive to the guest C. dishonor his8her re%uest /. welcoming the guest with a smile. 3. >hen leaving the line or phone" you should '. hold the +utton A. hold the +utton o! the phone C. end the call /. look !or another person to accommodate the call.
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#.>hat is the correct way o! greeting the guest@ '. ? ood a!teroon $ir" welcome to 'le;andro’s hotel and restaurantB"B ’m iss llen arcia at your service.Dow may help you@B A. ? ood a!ternoon $ir" >elcome to our Dotel and *estaurantB" Dow can help you@ ? C.BDi" how may help you@B /.Dello"r. PresidenE Please come in our hotel and restaurant &. Al waysgoodt oendagr ee t i ngbyi nqui r i ngaf t ert hecal l er .Af e w opt i onsar e:
Excep t on e h tat does ot nbel on g o t h te ol fl ow i ng A. “ How ar ey out oday?” B. ” Oh. yeah . . Her e w e are agai n” . C. “ How mayI hel p you ?” D. “ How ca n I di r ect you r ca l l ?”
A$% = <# 5.11 1. ' 2. / 3. A 4. ' 5. A
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TASK SHEET #_5. 11
Ti t l e:
Taki ngandpr ocessi ng r oom ser vi ce or der s
: Gi ven ,ba Per f orm an ce bj Oect i ve t el eph on e m ac hi ne l l penmenuc ar dand s menu youshoul d boo kl et s d oo r knob s d ocke t s and s l i p brochures beabl et opr ocessr oom ser vi cecos t umer ’ sf oodand be v er ageor derbyf ol l owi ngt hees t abl i shme nts t andar dof pr oced ur es ven gi. ( SOP’ s) : Men u car ds/book l et s, bal l pen , door ob kndocket s car d Suppl i es/M at eri al s an d s l i p, r ec od r book/gu es t book.
Equi pment
Tel ephone
Steps/Procedure:
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Fol l ow ht e pr op erways nd a pr ocedu r e oft ak i ng an d pr oces si ng r oom serv i ce r oers d op er l y a nsw ert el ep hon e cal l pr om pt l y a nd cou r t eou sl y n i acco r dan ce 1.Pr wi t hcus t ome rser vi ces t andar ds. 2.Accur at el yc hec kgues t s ’nameandusedt hr oughoutt hei nt er act i on. 3.Pr op er l y cl ari f y det ai l s o f ord ers, r ep ea t edand ch eck edwi t h gu est s or f
accu r acy . 4.
Pr op er l y usesu gge st i vesel l i ng t ech ni qu es
5.
Cou rt eou sl y advi segu est s ofappr ox i mat et i me ofdel i very
6. A ccu r at ey lr ecor d an d ch eck i n accor dan ce i w t h r el eva nt i nf orm at i on est abl i sh men t pol i cy an d p r oced ur es 7. Accu r at ey lr ecei veorders f r om r oomserv i cedoo r knobdock et s 8. Appr opri at el yt r ansf erord ers and r el aye d t o ki t ch en i nch ar ge f or pr ep ar at i on .
AssessmentMet hod: Wr i t t en Dem on s t r at i on
Perf or man ce r C i t eri a C heck l i st#5. 11 CRI TE RI A
YES Di d y ou …. 1.Pr op er l y an sw ert el eph on e cal l pr om pt l y an d cou rt eou sl y n i accorda nce i w t h cu st om erserv i ce standards. 2.Acc ur at ey l c hec k gu es t s ’name an d use dt hr ou gh ou tt he i nt era ct i on. 3.Pr op er l y cl ari f y d et ai l s of ord ers, r ep ea t edand ch eck ed
NO
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wi t hgues t sf oraccur acy . 4.Pr op er l y u se su ggest i ve sel l i ng e tch ni qu es 5.Cou r t eou sl y a dvi se gu es t s of ap pr oxi mat e i t me of del i ve ry 6.Acc ur at ey l e rc or d a nd ch ec r k el eva nt i nf orm at i on i n accor dan ce i w t h est ab l i sh men t pol i cy an d pr oced ur es 7.Accu r at ey l e rce i ve or der s r f om r oomser vi ce do or knob dockets 8 Appr op ri at el yt r ansf erorders and r el ayed t o ki t ch en i nch ar gef or r p ep ar at i on .
OPE RATI ON SHEET # 5. 11
Ti t l e:
Oper at i ng Tel eph on e M achi ne
: Yo u sh ou l d be ab l e o t p r op er l y a nsw ert el ep hon e cal l Per f orm an ce bj Oect i ve pr om pt l y a nd cou r t eou sl y n i accor dan ce i w t h cu st om er servi ce a st ndar ds.
Suppl i es/M at eri al s
:
Recor d book/G ues t Boo k, od rer sl i p, pen, br oc hur e/
Menubook l e t
Equi pment
:
Tel epho neMac hi ne
Steps/Procedure: 1. Pr op er l y ch eckan d cl eant el ep hon e m ach i ne bef or e u si ng 2. Pr op er l y h an dl e h te m ach i ne n i a corr ect man neran d pr ocedu r e as er p st an dar d pr ocedu r e . 3. Act i vel y sh ow s p r of essi on al i sm i n han dl i ng h te p hon e a s w el l asext en di ng h te cost umerserv i ce
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4. Pr op er l y a nsw ert el ep hon e cal l pr om pt l y a nd cou rt eou sl y n i accord an ce i w t h cu st om erser vi ce an st dar ds.
AssessmentMet hod: Demon st r at i on
Perf or man ce r C i t eri a C hec kl i st#5. 11 CRI TERI A Di d y ou….
YES
NO
1. Pr op er l y ch ec k an d cl eant el ep hon e mach i ne bef or eusi ng?
2. Pr op er l y h andl e h te m ach i ne n i a corr ect man neran d p r oc edu r e aspers t an dar d pr oced ur e gi ven ? 3. Act i vel y sh ow s p r of essi on al i sm i n handl i ng t he p hon e as el w l as ext en di ng h te cost umer service? 4. Pr op er l y a nsw ert el ep hon e cal l pr om pt l y a nd
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cou rt eou sl y n i acco r dan ce i w t h cu st om erserv i ce standards?
FA $DT G&.1:1 Ti t l e:Taki ngGuesti nf or mat i on : Gi ven ,ba Per f orm an ce bj Oect i ve t el eph on e m ac hi ne l l penmenuc ar dand s you men u book l et s d oor knob s d ocket s and sl i pbrochures sh ou l d be ab l e o t p r ocess oom rserv i ce cost umer ’ s ood f an d bever age or der by ol l ow fi ng h te est ab l i sh men t st andar d ofpr oced ur es ven gi. ( SOP’ s)
Suppl i es/M at eri al s
: Bal and lpen menuc ar d s men u b ookl et s door kn obs
dock es t sl i pand brochures
Equi pment
Tel ephone
Steps/Procedure: 1.Accu r at ey l ch eck es gu t s’ name an d u sedhr t ou gh ou tt he n i t er act i on .
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2. Pr op er l y cl ari f y d ea t i l s oford ers, r ep ea t ed n a d ch eck ed i w t h gu est sf or accu r acy . 3.
Cou rt eou sl y advi segu est s ofappr oxi mat et i me ofdel i very
4. A ccu r at ey lr ecor d an d ch eck i n accor dan ce i w t h r el eva nt i nf orm at i on est abl i sh men t pol i cy an d p r oced ur es
AssessmentMet hod: Di scu ssi on
P'&$, C!"! C,0!%" #5.11
CRI TERI A Di d y ou…. Accur at el yc hec kgues t s ’nameandused t hr ou gh ou tt he n i t er act i on ?.
YES
NO
Cou r t eou sl y ask heto romnumberoft he g ues t?
Pr op er l y n ot e n umberofper son s p r op er l y?
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Pr operl y cl ari f y det ai l s o f or ders, r ep ea t edand ch ecked wi t h gu est s or f accu r acy . Accur at el ys t at et he t i met heor derwoul dt aken ? Accur at el ys t at et het i mef ordel i v er y? Pr op er l y p r ocess oo mrservi ce d or er s? P r oper l y a ppl y su gg est i ve sel l i ng ech t ni ques pr oper l y? Pr op er l y pr ovi de r oomser vi cemen u? Pr om pt l yr el ay men u or der st o ki t ch en i n ch ar ge or f r p ep ar at i on ?
I$'&"!'$ S" #5.12 Lea r ni ng O bj ec t i ve s: Accur at el ycheckguest s’nameandusedt hr oughoutt hei nt er act i on
Know wher e an d whom y ouar e cal l i ng.Hav et he co r r ec t number . I den t i f y you r sel f ; e. g." Hel l o,my name i s Li z S mi t h. I am t he …. Be pr ep ared. I f y ouhav esev er ali t emst odi scuss,makeal i s tbef or ehandsoy ouwi l lnotf or ge t an yh ti ng mp i ort an t . Have y ann ecessary nf orm ai i t onnearby, an d get t o h te po i nt ofyou r ca l l . I ft he p er sonyouar e ca l l i ng so unds b usy , aski f youmay ca l l back ata m or e con ven i en tt i me.
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Makeuseofav al i ab l e t ec hnol ogysu c h asan sw er i ng machi nesan d voi ce mai li f no on e i s avai l ab l e t o sp eakwi t h. Sugges t i on s f or e Dal i ng wi t h Angry Cal l er s D em on st r at e si ncer e sym pat hy a nd under s t an di ng.Say som et hi ng l i ke, " I ’ m sorryou t ab t hat ;t el l me w hat happen ed . " Exp r ess ai l l i w ngn esso th el p Li st en . Ta ke n ot es ot h el p your em em beri mport an t det ai l s. Make aom c mi t ment t o h el p,an d t hen keep ou ry pr om i se I den t i f y your se l f by an nou nci ng you r name ort he name ofyou r dep art men t ,i nst ea d ofj ust" hel l o" . Spea k di r ect l y n i t o h te m ou t hpi ece— on e n i ch f r om you r mou t h—so h t atyou rv oi ce i w l l be cl ear an d youcanbe under s t ood . Speakcl ear l y an d en unci at e you r wor ds.Use ou yr hol d but t on . Unl essou y cove r bot h endsoft hehandse t ,yourv oi cei ss t i l lt r ansmi t t ed and y ou wi l lbehear d. . Bef or e youput a cal l er on hol d, askf or er pmi ssi on t o do so. Do notl eave het phon e or f o mr e h tan 1 mi nut e.Speakwi t h en t husi asm– sm i l e n it o t he r ec eve ir , because y our v oi ce wi l lr eflecty our at t i t ude.55% ofcommuni cat i on i s nonv er bal .Fort hi sr eason,i ti si mpor t antt ode v el opgoodl i s t eni ngandv er balski l l s t o com pen sa t e or f ht e a l ck ofeye n co t act ,f aci al exp r essi on s,and gest ur es. Use t he ot herper son ' s n ame of t en . Peop l e i l ke ot h ear t hei r name.Use good gr ammar an d di ct i on ; av oi d sl an g. u Gm c he wi ng dest r oysgood di ci t on . S peaksl ow l y en ou ght o b e easi l y u nder sood t .
Sel f Check5. 12 I nst r ucti on: Choose h t e et lt er ht at de scr i be s h te b est an sw er : 1. 21H .ow wou l d you check he tna me of your ues g t ? A.Byaski ngt hegues tpol i t l yandcour t eousl y B.By ook l i ng at t he gu es t bookwi t hou t ch ecki ng h te gu es t per son al l y?
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1. 22H .ow do e w u set he name of ou r gu es t ? A.Thr oughoutt hei nt er act i on B.Af t erhe fi ni sht ak i ng d i nner
1. 2. 3.H ow dowe add r es s g ues t ? A. Addr ess t he gu est pr of essi on al l y B. Add r es si n hi s nec kn ame
A$% 5.12
1. 21. A 1. 22. A
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1. 23. A
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I$'&"!'$ S"% #5.13 L$!$) O98,"!/4 '!ter reading this in!ormation sheet the trainees must +e a+le4 1.Cl ari f y detai l s of or ders, r ep ea t edan d ch ec kedwi t h gu est s o f r
accuracy
Anot heri nqui r yy oumayusei nagr ee t i ngi saski ngwi t hwhom youar espeaki ng. How ev e, ri t cancom e acr oss asde ru o t a skf ora n ame p r i ort o gi vi ng you r ow n. Be su r e o t n i cl ude y ou r ow n name n i you r fir stcom muni cat i on . Fo r exam pl e: •
“ Thi s s i E mi l y . Wi t h whom am I speaki ng?”
Speak cl ear l y an d at nor malvol ume. Con t i nue h te e xcha ngeby ad dr es sn i g h tem wi t h t he n ame h teyhave gi ve n. Enunci at i oni s ev enmor e mp i or t an t ove rt he ph on e h tani n per sonbec au se of how t he p hon e i l ne m ay i dort st sou nds.Som e e rcept i on i st s ry t ot m ak e u p f or ht i s by i ncrea si ng th e vo l ume o ft hei r voi ces , but t hi s sn i’ t nece ssa ry. I n f act , sp ea ki ng o t o l ou dl y can an noy ht e cal l eran d an y n earby ot eh lgu est s.
Li st en att en t i ve l y,wi t hout i nt erru pt i ng. Som e p hon e et i qu et t e s i h te sam e as carryi ng ona con ver sat i oni n per son . Li st en t ot he cal l eran d be su r e h tathe or e sh s i d on e sp eak i ng b ef or e e rsp on di ng. I nt err upt i ng ca n ca use a ot p en t i al gu est t o h ti nk youdon ’ t havei me t or f i m h or her . Although probing is not a technique that may come naturally to everyone, it is a required skills for anyone serving customers over the phone. Keep it simple and remember the basic open questions … ho… hat… hen… here… !ow. " have found the phrase# $ell me more about…works miracles when trying to discover information. %&# "f the customer is unwilling to wait any longer, then offer to have the sales rep return the call at a time that is most convenient for the '()$*+%. +ake the commitment, and follow up with the )ales rep to insure the commitment is met. "f not, your company ust lost credibility and possible additional referrals
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Sel f Check5. 13 I nst ru cti on: Exp l ai n t he be stman nerof ask i ng d et ai l s o t gu est order orf oo rm service.
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Answerkey5. 13
1. 31. Pr oper l y cl ari f y d et ai l s o f or ders, r ep ea t edand ch eck edwi t h gu est s or f accu r acy.
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I$'&"!'$ S" 5.14 L$!$) O98,"!/: P'+0 -% %-))%"!/ %00!$) ",$!>-%.
Dere are the suggestive selling techni%ues in a hotel or esta+lishment4 1. $low moving +ut highly prota+le items are suggested to increase guest check. 2. $econd servings o! items ordered are oHered. 3. 6ood portion or siIe is mentioned !or possi+le ad;ustments with the orders. #. Jew items are recommended to regular guests to encourage them to try other items in the menu.
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Sel f Check5. 14 I nst r ucti on: Enumerat es h t e su gge st i ve sel l i ng t ech ni qu es
!$ '"0 ' %"90!%&$".
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A$% 5.14
1.#:1. $low moving +ut highly prota+le items are suggested to increase guest check. 1.#:2. $econd servings o! items ordered are oHered. 1.#:3. 6ood portion or siIe is mentioned !or possi+le ad;ustments with the orders. 1.#:#. Jew items are recommended to regular guests to encourage them to try other items in the menu.
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I$'&"!'$ %" # 5.15
Lea r ni ng O bj ec t i ve: Cour t eo usl y ad vi segu est s of ap pr ox i mat et i me of del i ve r y RECEI VI NG YOUR MEAL Theseor der sar edel i v er edt ot heki t c hens t affandt hemeali spr epar edaspert he gu est ' s sp eci fica t i on s.The m ea l s are hen tt op pedwi t h l i ds or ot hercovers and pl aced onsp eci al r oo m servi ce ca rt s o r r t ays t o be d el i ver ed . The room servi ce at t en dan t pr epa r es ht e cart , mak i ng su r e h te gu est has ever yt hi ng sh e m ay eed, n and del i ver s h te ca rtt o h te h ot elr oo m.
Whent hewai t erar r i v eswi t ht heme al ,t hegues tma ydi smi sshi m,oraskhi mt o set up an d serve he t m eal . Don ’ tf orget t o cou rt eou sl y gu a d vi se est s o f
appr ox i mat e i t me of del i very . PLA CI NG AN O RDER Som e h ot el s p r ovi de gu es t s w i t h r oomser vi ce m en us,an d hi gh er en d hot es l ser ve ch ef ' s sp eci al s a nd gu est requ est s.The g uest ca l l s roo m servi ce i rect d l y,or cal l s t he r f on t desk or con ci er ge otbe con nect edt or oomserv i ce. Som e gu est s ca l lt he con ci er ge or fr ecom men dat i on s onwhatt o order an d whatt he h ou se speci al t i es
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ar e.Thena r oomser vi ce at t en dan t ,a d eskt t en a dan t orot herhot elst aff mem ber t ak es ht e m eal or dervi a p hon e.
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Sel f ch ec k #5. 15 I nst r ucti on: Gi vet he p r opersequ en ce f odel i ve r i ng t he o fod t o t he gu est : 1. 51. Act i vel y rel ayt he o r dert o h te k i t ch eni nch ar ge f or pr oer 1. 52. pr ep ar at i on. 1. 53. Cou rt eou sl y n i f ormt he gu est t he a ppr ox i mat e i t me of del i very . 1. 54. Fol l ow up f oodor der s a nd ch ec k . 1. 55. Del i ver t he oo fd pr om pt l y o tt he co st umer . A. 12354 B. 321 45 C. 12 34
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Answerkey5. 15 1. 5. 1. C
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I nf or mat i on sh eet # 5. 16 L$!$) '98,"!/: A,,-"0 ,' $ ,, relevant information !$ ,,'$, !" %"90!%&$" +'0!, $ +',-%.
The !ollowing procedures are +est practice !or the Dotel room service or in any !ood esta+lishment. 1. Courteously ask the name o! the guest. 2. Ae polite in asking the room num+er. 3. 'sk num+er o! persons occupying the room.
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Sel f Check#5. 16 I nst r ucti on: Enumer at e t he 3best pr act i ce r p oced ur es of r ecor di ng an d ch eck i ng r el evan ti nf or mat i on f r om t he gu es t based on t he est abl i sh men t st an dar d of pr oc ed ur e.
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Answerkey#5. 16
1.:1. Courteously ask the name o! the guest. 1.:2. +e polite in asking the room num+er. 1.:3. 'sk num+er o! persons occupying the room.
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I nf or mat i on sh eet # 5. 17 Lea r ni ng o bj ec t i ve : Accu r at el yr ecei veor der sf r om r oo m ser vi cedoo r knob dockets.
Del i ver i ng gu est or der s n i Roo m Servi ce
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Double Check the order to make sure nothing is missing, damages or soiled. Check everything carefully before leaving the kitchen to save unnecessary return trips to pick up items that were missed. Check the following: •
Service ware
•
•
Linens, napkins, tablecloths are appropriate. Condiments.
•
Bread and butter.
•
Cold food ( Salad, cold appetiers etc. !
•
"ot food.
•
#arnishes.
•
"ot Beverages.
•
Cold Beverages.
•
Beer or wine.
•
Cocktails.
•
#uest check in a check folder.
•
$en.
•
Cork Screw. ( %f needed!
•
%ce Bucket. ( %f needed!
•
&atches.
•
'tra napkin for cleaning up spills.
Lift and carry the room service tray: •
•
Lift the tray carefully, using your legs for leverage. Bend at the knees to pick up the tray. $ull the tray with one hand onto the palm of your other hand.
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•
Balance the tray on your palm or fingertips at shoulder height.
•
)se your free hand to steady the tray as you stand.
•
*eep your back straight as you stand.
•
•
+atch where you are going. Be aware of opening doors and wet spots on the floor. )se correct entrance and eit doors and pass to the left of people walking towards you.
Carefully move room service carts: •
•
'ase carts over uneven surfaces, such as where carpets meet tile floors. $ull carts into and out of elevators. his allows you to see where you are proceeding.
Proceed towards the room: •
+hen arriving at the guest-s room, *nock on the door gently three (! times
•
%dentify yourself by saying /%0 122& D%0%0#3 4 /1oom Service3.
•
+ait for the guest to open the door.
•
'nter carefully with your tray or trolley, do not hit or scratch the wall
•
5lways leave the door open after entering a guest room.
Greet the guest: •
6rom 77.77 to 88.9:, say ; /#ood morning &r.4&rs.4&s. <<<3
•
6rom 8=.77 to 89.9:, say ; /#ood afternoon &r.4&rs.4&s. <<<3
•
6rom 8>.77 to =.9:. say ; /#ood evening &r.4&rs.4&s. <<<3
Note : ry to learn the guest-s name before serving •
5sk where the guest wants the meal to be served.
•
Breakfast Service:
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•
•
6or breakfast service, some guests want their breakfast in bed or at the bed side he guest shall be asked in a polite manner; /+here should % place the tray &r.4&rs.4&iss. <<<3 or /Sir4&adam?3
Lunch & Dinner Service: •
6or lunch and dinner service, the sitting area is usually used.
•
&ove away the coffee table
•
5rrange the space for the trolley and chair(s!
•
5rrange the set@up per cover and seat the guest(s!.
•
2pen the trolley-s wing
•
&ove the eAuipment a bit lower for a good presentation to the guest
•
%nvite the guest(s! to sit down by saying /ake a seat, please3
•
Ladies shall be seated first facing the window view, gentlemen shall be seated last.
http488setupmyhotel.com8train:my:hotel:staH8how:to:dene:sop:in:hotels8!:and:+: service:sop822&:deliver: order.html
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Sel f ch ec k #5. 17 I nst r ucti on: Mul t i pl e ch oi ce : Choose h t e et lt erof t he be stan sw er . Wr i t e o nl y t he et lt erof yo ur ch oi ce n o yo ur an sw ersh eet 1. 71. Whi choft he ol fl ow i ng s i h otbever age? 5. "ot Chocolate B.Coffee C. ea D. cocktail mi drink 8.@=. +hich of the following belong to safety and insurity?
A.Doubl echec kt heor der B. Use r ay t and t r ol l ey niservi ng d i sh C. serve n ap i pr op ri at e o t ol s a nd ut en si l s Page
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D. Al l of t he a bove
Answerkey5. 17 1. 71 D 1. 72. D
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I nf or mat i on Sheet #5. 18
L$!$) '98,"!/: A++'+!"0 "$% '% $ 0 "' !",$ !$,) ' ++"!'$.
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H !% " %-))%"!/ +',- !$ ,'$/!$) '% "' !",$ !$,) ' ++"!'$: 1 . 81. Or der s a r e p l aced an d sen tt o h te k i t ch enpr om pt l y . 1. 82. Qual i t y o ff oo d i s ch eck edi n accord ance i w t h est abl i sh men t standards. 1 . 83. Ta bl ew ar e s i ch eck edf or ch i ps,mar ks,cl ea nl i ness , sp i l l s,and dri ps. 1. 84. Pl at es n a d/or r t ay s a r e ca rr i edout sa f el y. 1. 8. 5. Col l ea gu es r a e a dvi sed pr om pt l y e rga r di ng e ra di nessfo i t em s or f service. 1. 86. I nf orm at i on abou t sp eci al r eq uest s,di et aryor cu l t ur al r equ i r em en t s s i e rayed l accu r at el y o t ki t ch enwher e a ppr op ri at e. k t ec hnol ogy 1. 87.Wor a r e ob serv edaccor di ng o t est abl i sh men t st an dar d pol i cy an d pr oced ur es
Sel f ch ec k #5. 18
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I nst r uct i on: Tr ue o r Fal se: Wr i t e T RUE i ft he st at emen ti s co r r ect , an d wr i t e F ALSE i ft he st at emen ti s n ico r r ect.
1. 81. Qual i t y o ff oo d i s ch eck edi n accord ance i w t h est abl i sh men t standards 1. 82. I nf orm at i on abou t sp eci al r eq uest s,di et aryor cu l t ur al 1. 83. r eq ui r em en t s s i e rayed l accu r at el y o t k i t ch enwher e ap pr op ri at e.
1. 84. Or der s a r e p l aced an d sen tt o h te k i t ch enpr om pt l y .
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Answerkey#5. 18 1. 81. TRUE 1. 82. TRUE 1. 83. TRUE 1. 84. TRUE
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