Podcast
Questions and Answers
Which of the following is NOT included in the account docket/bill for room service?
Which of the following is NOT included in the account docket/bill for room service?
- Number of guests (correct)
- Registered guest name
- Delivery time/date
- Room number
What is the purpose of checking the room number and guest name against the list of In-House guests?
What is the purpose of checking the room number and guest name against the list of In-House guests?
- To determine the delivery fee
- To confirm the payment method
- To ensure accurate delivery of the order (correct)
- To calculate any surcharges
What should room service staff do if a guest pays with cash?
What should room service staff do if a guest pays with cash?
- Thank the guest for their payment
- Check the amount tendered covers the account total
- Record the payment and issue a receipt
- All of the above (correct)
When presenting the account, why is it important to ask the customer for their signature?
When presenting the account, why is it important to ask the customer for their signature?
What should room service staff do if the customer pays with cash and requires change?
What should room service staff do if the customer pays with cash and requires change?
Which of the following is NOT included in the room service account docket/bill?
Which of the following is NOT included in the room service account docket/bill?
What is the purpose of checking the details of the account in the kitchen before delivering the tray/trolley?
What is the purpose of checking the details of the account in the kitchen before delivering the tray/trolley?
What should room service staff do if a customer decides they don't want a dish after seeing it?
What should room service staff do if a customer decides they don't want a dish after seeing it?
Why is it important to ask the customer for their signature when presenting the account?
Why is it important to ask the customer for their signature when presenting the account?
What should room service staff do if a customer pays with cash and requires change?
What should room service staff do if a customer pays with cash and requires change?
Which of the following is NOT a step in the process of presenting a room service account to a guest?
Which of the following is NOT a step in the process of presenting a room service account to a guest?
What should room service staff do if a customer decides they don't want a dish after seeing it?
What should room service staff do if a customer decides they don't want a dish after seeing it?
Why is it important to ask the customer for their signature when presenting the account?
Why is it important to ask the customer for their signature when presenting the account?
Which department does Room Service staff work in coordination with?
Which department does Room Service staff work in coordination with?
What should Room Service staff do if the items delivered are not there when clearing a tray/trolley?
What should Room Service staff do if the items delivered are not there when clearing a tray/trolley?
In addition to clearing room service trays and trolleys, what other duties may Room Service staff have?
In addition to clearing room service trays and trolleys, what other duties may Room Service staff have?
What should Room Service staff do with dirty linen?
What should Room Service staff do with dirty linen?
Why is it important for Room Service staff to coordinate with other departments?
Why is it important for Room Service staff to coordinate with other departments?
Which of the following is NOT a task that Room Service staff may have in addition to clearing room service trays and trolleys?
Which of the following is NOT a task that Room Service staff may have in addition to clearing room service trays and trolleys?
What is the recommended practice if the items delivered are not there when clearing a tray/trolley?
What is the recommended practice if the items delivered are not there when clearing a tray/trolley?
When should Room Service staff return the trays and trolleys to the room service area?
When should Room Service staff return the trays and trolleys to the room service area?
In addition to coordinating with other departments, when might Room Service staff be required to staff a Poolside bar and food service area?
In addition to coordinating with other departments, when might Room Service staff be required to staff a Poolside bar and food service area?
Why might Room Service staff need to remove alcoholic beverages from the room?
Why might Room Service staff need to remove alcoholic beverages from the room?
Which of the following is NOT a task that Room Service staff may have in addition to clearing room service trays and trolleys?
Which of the following is NOT a task that Room Service staff may have in addition to clearing room service trays and trolleys?
What is the recommended practice if the items delivered are not there when clearing a tray/trolley?
What is the recommended practice if the items delivered are not there when clearing a tray/trolley?
When should Room Service staff return the trays and trolleys to the room service area?
When should Room Service staff return the trays and trolleys to the room service area?
Which of the following is NOT a type of guest complaint mentioned in the text?
Which of the following is NOT a type of guest complaint mentioned in the text?
What percentage of unhappy customers' complaints are received by the firm, according to the text?
What percentage of unhappy customers' complaints are received by the firm, according to the text?
What is the potential result of a well-handled complaint, according to the text?
What is the potential result of a well-handled complaint, according to the text?
What is the potential result of a poor-handled complaint, according to the text?
What is the potential result of a poor-handled complaint, according to the text?
What is the main takeaway about customer complaints from the text?
What is the main takeaway about customer complaints from the text?
Which of the following is NOT a common reason for guest complaints mentioned in the text?
Which of the following is NOT a common reason for guest complaints mentioned in the text?
What percentage of unhappy customers' complaints are received by the firm, according to the text?
What percentage of unhappy customers' complaints are received by the firm, according to the text?
Which of the following is NOT a potential result of a well-handled complaint, according to the text?
Which of the following is NOT a potential result of a well-handled complaint, according to the text?
Which type of guest complaint is associated with equipment malfunction, according to the text?
Which type of guest complaint is associated with equipment malfunction, according to the text?
What is the main takeaway about customer complaints from the text?
What is the main takeaway about customer complaints from the text?
Which of the following is NOT a type of guest complaint mentioned in the text?
Which of the following is NOT a type of guest complaint mentioned in the text?
What is the main reason why some unhappy customers do not bother to complain, according to the text?
What is the main reason why some unhappy customers do not bother to complain, according to the text?
What is the potential result of a well-handled complaint, according to the text?
What is the potential result of a well-handled complaint, according to the text?
Flashcards are hidden until you start studying
