Podcast
Questions and Answers
Which of the following is a common method of settling a room service account?
Which of the following is a common method of settling a room service account?
- Adding the charges to the guest's room account
- Paying with cash or credit card
- Using a gift card or third-party account
- All of the above (correct)
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 sincerely for their payment
- Check that the amount tendered covers the account total
- Inform the customer that change will be returned on the next delivery run
- All of the above (correct)
What happens if a room service docket does not have a customer signature?
What happens if a room service docket does not have a customer signature?
- The account is considered invalid (correct)
- The customer will be asked to sign again
- The cashier will validate the charged amount
- All of the above
When should the customer be asked to check and sign the room service account?
When should the customer be asked to check and sign the room service account?
What should room service staff do if the customer pays cash and requires change?
What should room service staff do if the customer pays cash and requires change?
Which of the following is a valid method of settling a room service account?
Which of the following is a valid method of settling a room service account?
When should room service staff ask the customer to check and sign the room service account?
When should room service staff ask the customer to check and sign the room service account?
What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?
What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?
What should room service staff do if a room service docket does not have a customer signature?
What should room service staff do if a room service docket does not have a customer signature?
When should room service staff advise the customer on where to leave the used tray for collection?
When should room service staff advise the customer on where to leave the used tray for collection?
Which of the following is a valid method of settling a room service account if the guest is using a voucher or gift certificate?
Which of the following is a valid method of settling a room service account if the guest is using a voucher or gift certificate?
What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?
What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?
When should room service staff inform the customer that they will return with the change on the next delivery run?
When should room service staff inform the customer that they will return with the change on the next delivery run?
What should room service staff do if a room service docket does not have a customer signature?
What should room service staff do if a room service docket does not have a customer signature?
When should room service staff advise the customer on where to leave the used tray for collection?
When should room service staff advise the customer on where to leave the used tray for collection?
Which department does Room Service staff work in coordination with?
Which department does Room Service staff work in coordination with?
What might cause a heavy demand on limited resources for Room Service?
What might cause a heavy demand on limited resources for Room Service?
What should Room Service staff do with dirty linen?
What should Room Service staff do with dirty linen?
What additional duties might Room Service staff undertake along with clearing room service items?
What additional duties might Room Service staff undertake along with clearing room service items?
In some resorts, where might Room Service staff be required to set up and serve a meal?
In some resorts, where might Room Service staff be required to set up and serve a meal?
Which of the following is NOT a step in the procedure for returning room service trays and trolleys?
Which of the following is NOT a step in the procedure for returning room service trays and trolleys?
When might speed be essential in returning room service trays and trolleys?
When might speed be essential in returning room service trays and trolleys?
What should be done with dirty linen from room service?
What should be done with dirty linen from room service?
What additional duties might room service staff undertake along with clearing room service items?
What additional duties might room service staff undertake along with clearing room service items?
In some establishments, where might room service staff be required to work during the summer period?
In some establishments, where might room service staff be required to work during the summer period?
Which department might Room Service staff work in coordination with to deliver special items of food or beverage?
Which department might Room Service staff work in coordination with to deliver special items of food or beverage?
What might cause a heavy demand on limited resources for Room Service?
What might cause a heavy demand on limited resources for Room Service?
Where might Room Service staff be required to set up and serve a meal in some resorts?
Where might Room Service staff be required to set up and serve a meal in some resorts?
What additional duties might Room Service staff undertake along with clearing room service items?
What additional duties might Room Service staff undertake along with clearing room service items?
What should Room Service staff do to comply with religious requirements?
What should Room Service staff do to comply with religious requirements?
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 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 saying that most people believe in when it comes to customer complaints?
What is the saying that most people believe in when it comes to customer complaints?
What is the key principle mentioned in the text when it comes to solving guest complaints?
What is the key principle mentioned in the text when it comes to solving guest complaints?
Which type of guest complaint is associated with equipment malfunction?
Which type of guest complaint is associated with equipment malfunction?
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 saying that most people believe in when it comes to customer complaints?
What is the saying that most people believe in when it comes to customer complaints?
Which type of guest complaint occurs when guests feel unwelcome and unimportant?
Which type of guest complaint occurs when guests feel unwelcome and unimportant?
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?
Which type of guest complaint targets the service of the hotel?
Which type of guest complaint targets the service of the hotel?
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 should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?
What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?
Which department might Room Service staff work in coordination with to deliver special items of food or beverage?
Which department might Room Service staff work in coordination with to deliver special items of food or beverage?
What type of guest complaint occurs when guests feel unwelcome and unimportant due to the attitude of the hotel staff?
What type of guest complaint occurs when guests feel unwelcome and unimportant due to the attitude of the hotel staff?
Which of the following is NOT a characteristic that some guests may portray when making complaints?
Which of the following is NOT a characteristic that some guests may portray when making complaints?
What is the correct approach to handling guest complaints?
What is the correct approach to handling guest complaints?
When handling guest complaints, what should be done after apologizing for the mistake?
When handling guest complaints, what should be done after apologizing for the mistake?
Which of the following is a strategy for service recovery mentioned in the text?
Which of the following is a strategy for service recovery mentioned in the text?
Why is empathy important in the hospitality industry?
Why is empathy important in the hospitality industry?
What is the potential result of efficiently and promptly handling a customer complaint, according to the Wharton Business School?
What is the potential result of efficiently and promptly handling a customer complaint, according to the Wharton Business School?
Which of the following is a recommended practice for resolving customer complaints?
Which of the following is a recommended practice for resolving customer complaints?
Why is it important to keep comprehensive records of customer complaints?
Why is it important to keep comprehensive records of customer complaints?
What should customer-facing staff members be trained to do when it comes to complaints?
What should customer-facing staff members be trained to do when it comes to complaints?
Why is it important to give employees some authority when it comes to issuing refunds or other consolatory gestures?
Why is it important to give employees some authority when it comes to issuing refunds or other consolatory gestures?
Which of the following is NOT a recommended approach when handling guest complaints?
Which of the following is NOT a recommended approach when handling guest complaints?
What is the importance of apologizing to the guest when handling complaints?
What is the importance of apologizing to the guest when handling complaints?
What should be done after apologizing for a mistake when handling guest complaints?
What should be done after apologizing for a mistake when handling guest complaints?
What is the first step in the S.T.A.R.S. strategy for service recovery?
What is the first step in the S.T.A.R.S. strategy for service recovery?
Why is empathy important in the hospitality industry?
Why is empathy important in the hospitality industry?
How should customer-facing staff members be trained to handle complaints?
How should customer-facing staff members be trained to handle complaints?
Which of the following is NOT a recommended practice for resolving customer complaints?
Which of the following is NOT a recommended practice for resolving customer complaints?
What is the purpose of keeping comprehensive records of all customer complaints?
What is the purpose of keeping comprehensive records of all customer complaints?
Why is it important to train all customer-facing staff members to deal with complaints?
Why is it important to train all customer-facing staff members to deal with complaints?
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?
Which of the following is NOT a recommended practice when handling guest complaints?
Which of the following is NOT a recommended practice when handling guest complaints?
What should be done after apologizing for a mistake when handling guest complaints?
What should be done after apologizing for a mistake when handling guest complaints?
What is the key to success when approaching a guest with a complaint?
What is the key to success when approaching a guest with a complaint?
Which of the following is NOT a strategy for service recovery mentioned in the text?
Which of the following is NOT a strategy for service recovery mentioned in the text?
What is the potential result of efficiently and promptly handling a customer complaint, according to the Wharton Business School?
What is the potential result of efficiently and promptly handling a customer complaint, according to the Wharton Business School?
Why is empathy important in the hospitality industry?
Why is empathy important in the hospitality industry?
Which of the following is NOT a recommended approach for resolving customer complaints?
Which of the following is NOT a recommended approach for resolving customer complaints?
What is the potential result of a poorly handled complaint according to the text?
What is the potential result of a poorly handled complaint according to the text?
What should room service staff do if a room service docket does not have a customer signature?
What should room service staff do if a room service docket does not have a customer signature?
Why is it important to train all customer-facing staff members to deal with complaints?
Why is it important to train all customer-facing staff members to deal with complaints?
Which of the following is a key component of a point of sale system?
Which of the following is a key component of a point of sale system?
What should staff do when taking a customer's order in a restaurant?
What should staff do when taking a customer's order in a restaurant?
What should room service staff do if a guest pays with cash and requires change?
What should room service staff do if a guest pays with cash and requires change?
What is the correct approach to handling guest complaints?
What is the correct approach to handling guest complaints?
What should be done after apologizing for a mistake when handling guest complaints?
What should be done after apologizing for a mistake when handling guest complaints?
What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?
What should room service staff do if a guest pays with cash and the amount tendered does not cover the account total?
What should room service staff do if the customer pays cash and requires change?
What should room service staff do if the customer pays cash and requires change?
What type of guest complaint occurs when guests feel unwelcome and unimportant due to the attitude of the hotel staff?
What type of guest complaint occurs when guests feel unwelcome and unimportant due to the attitude of the hotel staff?
What is the potential result of a well-handled complaint?
What is the potential result of a well-handled complaint?
Why is empathy important in the hospitality industry?
Why is empathy important in the hospitality industry?
Which of the following is a key component of a point of sale (POS) system?
Which of the following is a key component of a point of sale (POS) system?
What should staff members do when taking a customer's order in a restaurant?
What should staff members do when taking a customer's order in a restaurant?
What is the purpose of presenting the menu openly to guests at their table?
What is the purpose of presenting the menu openly to guests at their table?
What should bar staff do when serving drinks in a restaurant?
What should bar staff do when serving drinks in a restaurant?
What should staff members do to acknowledge and recognize guests in a restaurant?
What should staff members do to acknowledge and recognize guests in a restaurant?
What is the recommended timeframe for payment to be done?
What is the recommended timeframe for payment to be done?
What is the key principle mentioned in the text when it comes to solving guest complaints?
What is the key principle mentioned in the text when it comes to solving guest complaints?
What is the potential result of efficiently and promptly handling a customer complaint, according to the Wharton Business School?
What is the potential result of efficiently and promptly handling a customer complaint, according to the Wharton Business School?
What is the importance of apologizing to the guest when handling complaints?
What is the importance of apologizing to the guest when handling complaints?
What should room service staff do if a room service docket does not have a customer signature?
What should room service staff do if a room service docket does not have a customer signature?
Which of the following is NOT a step in the procedure for handling customer complaints?
Which of the following is NOT a step in the procedure for handling customer complaints?
What is the recommended time frame for payment to be done when handling bills and final settlement?
What is the recommended time frame for payment to be done when handling bills and final settlement?
What should customer-facing staff members aim for when it comes to customer satisfaction?
What should customer-facing staff members aim for when it comes to customer satisfaction?
What is the potential cost of gaining a new customer compared to keeping an existing one?
What is the potential cost of gaining a new customer compared to keeping an existing one?
What is the recommended approach to solving problems when handling customer complaints?
What is the recommended approach to solving problems when handling customer complaints?
Which of the following is NOT a step in the Point of Sale Key in Procedure?
Which of the following is NOT a step in the Point of Sale Key in Procedure?
What is the purpose of the Point of Sale Key?
What is the purpose of the Point of Sale Key?
What should staff members do during the Order Taking Service Standards?
What should staff members do during the Order Taking Service Standards?
What should be done during the Menu Presentation Service Standards?
What should be done during the Menu Presentation Service Standards?
What is the purpose of the Food and Beverage Service Sequence Greeting and Seating?
What is the purpose of the Food and Beverage Service Sequence Greeting and Seating?
Flashcards
Settling a Room Service Account
Settling a Room Service Account
Cash, credit card, room account, voucher or gift certificate.
Cash Payment Change
Cash Payment Change
Inform the customer the change will be given on the next delivery run.
Missing Signature
Missing Signature
Consider the docket invalid.
Account Check & Sign
Account Check & Sign
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Cash Shortage Procedure
Cash Shortage Procedure
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Tray Collection Advice
Tray Collection Advice
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Voucher Payment Method
Voucher Payment Method
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Room Service Coordination
Room Service Coordination
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Heavy Demand Causes
Heavy Demand Causes
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Dirty Linen Handling
Dirty Linen Handling
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Additional Room Service Duties
Additional Room Service Duties
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Remote Meal Setup
Remote Meal Setup
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Incorrect Trolley Handling
Incorrect Trolley Handling
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Speedy Tray Return
Speedy Tray Return
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Special Food/Beverage Coordination
Special Food/Beverage Coordination
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Religious Requirements
Religious Requirements
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Poorly Handled Complaint Result
Poorly Handled Complaint Result
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Customer Complaint Belief
Customer Complaint Belief
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Complaint Solving Principle
Complaint Solving Principle
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Well-Handled Complaint Result
Well-Handled Complaint Result
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Equipment Malfunction Complaint
Equipment Malfunction Complaint
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Attitudinal Complaint
Attitudinal Complaint
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Complaint against service
Complaint against service
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Hotel Staff Attitude
Hotel Staff Attitude
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Correct Complaint Approach
Correct Complaint Approach
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Complaint apologies
Complaint apologies
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Service Recovery
Service Recovery
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Hospitality Empathy
Hospitality Empathy
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What strains resources?
What strains resources?
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Unwelcomed Guest
Unwelcomed Guest
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Study Notes
Room Service Operations
- Room service staff should present the bill to the guest on a tray with a pen for signature, and obtain a signature on the docket before leaving the room.
- If a guest pays with cash, room service staff should check the amount tendered, count out the change, and provide a receipt.
- If a room service docket does not have a customer signature, room service staff should return to the room to obtain a signature.
- Room service staff should advise the customer on where to leave the used tray for collection.
Handling Guest Complaints
- A well-handled complaint can lead to customer loyalty and positive word-of-mouth.
- A poorly handled complaint can lead to negative word-of-mouth and loss of business.
- The key principle in solving guest complaints is to listen, empathize, apologize, and solve the problem.
- Empathy is important in the hospitality industry as it shows understanding and care for the customer's concerns.
- Customer-facing staff members should be trained to handle complaints efficiently and promptly.
- Comprehensive records of customer complaints should be kept to identify patterns and areas for improvement.
Point of Sale Systems
- A key component of a point of sale (POS) system is the ability to manage and process payments efficiently.
- Staff should take orders clearly and accurately, and handle payments promptly.
- The recommended timeframe for payment to be done is at the time of presentation of the bill.
Customer Satisfaction
- Customer-facing staff members should aim to exceed customer expectations and provide a high level of satisfaction.
- The cost of gaining a new customer is higher than keeping an existing one, making customer retention important.
- The recommended approach to solving problems when handling customer complaints is to listen, empathize, apologize, and solve the problem.
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