39 Questions
Which of the following is NOT included in the account docket/bill for room service?
Number of guests
What is the purpose of checking the room number and guest name against the list of In-House guests?
To ensure accurate delivery of the order
What should room service staff do if a guest pays with cash?
All of the above
When presenting the account, why is it important to ask the customer for their signature?
To validate that the charged amount has been paid
What should room service staff do if the customer pays with cash and requires change?
Return to the customer's room with the change
Which of the following is NOT included in the room service account docket/bill?
Number of guests
What is the purpose of checking the details of the account in the kitchen before delivering the tray/trolley?
To ensure only what is delivered is charged for
What should room service staff do if a customer decides they don't want a dish after seeing it?
Deduct the cost of the dish from the account
Why is it important to ask the customer for their signature when presenting the account?
To verify that the food and beverage were received
What should room service staff do if a customer pays with cash and requires change?
Inform the customer that change will be returned on the next delivery run
Which of the following is NOT a step in the process of presenting a room service account to a guest?
Checking the accuracy of the account in the kitchen
What should room service staff do if a customer decides they don't want a dish after seeing it?
Deduct the cost of the dish from the account
Why is it important to ask the customer for their signature when presenting the account?
To verify that the charged amount has been paid
Which department does Room Service staff work in coordination with?
Housekeeping
What should Room Service staff do if the items delivered are not there when clearing a tray/trolley?
Report it to housekeeping
In addition to clearing room service trays and trolleys, what other duties may Room Service staff have?
Collecting breakfast menus from doorknobs
What should Room Service staff do with dirty linen?
Send it to the laundry department
Why is it important for Room Service staff to coordinate with other departments?
To ensure efficient service delivery
Which of the following is NOT a task that Room Service staff may have in addition to clearing room service trays and trolleys?
Delivering special items of food or beverage
What is the recommended practice if the items delivered are not there when clearing a tray/trolley?
Leave the tray/trolley as is and report it to housekeeping
When should Room Service staff return the trays and trolleys to the room service area?
After dismantling, cleaning, and resetting
In addition to coordinating with other departments, when might Room Service staff be required to staff a Poolside bar and food service area?
During summer period in resorts
Why might Room Service staff need to remove alcoholic beverages from the room?
To comply with religious requirements
Which of the following is NOT a task that Room Service staff may have in addition to clearing room service trays and trolleys?
Coordinating with Porters in the delivery of mail
What is the recommended practice if the items delivered are not there when clearing a tray/trolley?
Report to housekeeping staff
When should Room Service staff return the trays and trolleys to the room service area?
Immediately after clearing the items
Which of the following is NOT a type of guest complaint mentioned in the text?
Product-Related Complaints
What percentage of unhappy customers' complaints are received by the firm, according to the text?
37%
What is the potential result of a well-handled complaint, according to the text?
Increase in the possibility of the guest coming back in the future
What is the potential result of a poor-handled complaint, according to the text?
Loss of customers
What is the main takeaway about customer complaints from the text?
Solving the problem is more important than knowing who is right
Which of the following is NOT a common reason for guest complaints mentioned in the text?
Too much noise
What percentage of unhappy customers' complaints are received by the firm, according to the text?
9% to 37%
Which of the following is NOT a potential result of a well-handled complaint, according to the text?
Increase in the number of complaints received
Which type of guest complaint is associated with equipment malfunction, according to the text?
Mechanical Complaints
What is the main takeaway about customer complaints from the text?
Customer complaints can drive customers away
Which of the following is NOT a type of guest complaint mentioned in the text?
Product-Related Complaints
What is the main reason why some unhappy customers do not bother to complain, according to the text?
They think no one will give them concern and time to take action on their complaint
What is the potential result of a well-handled complaint, according to the text?
Increase in knowledge regarding the guest's needs
Test your knowledge and skills in room service accounts with this quiz! From preparing the dining area to providing exceptional food and beverage services, this quiz covers topics such as welcoming guests, promoting products, handling guest concerns, and more. Put your expertise to the test and see how well you perform in this specialization course!
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