Podcast
Questions and Answers
What does active listening involve in the context of telephone calls?
What does active listening involve in the context of telephone calls?
- Primarily focusing on formulating a quick response.
- Only noting down the key points for later reference.
- Hearing the words spoken and attempting to understand their meaning. (correct)
- Waiting for a pause in the conversation to interject.
What is a doorknob docket primarily used for in a hotel setting?
What is a doorknob docket primarily used for in a hotel setting?
- Allowing guests to place orders for room service. (correct)
- Displaying emergency evacuation procedures.
- Providing information on local tourist attractions.
- Serving as a 'do not disturb' sign.
Why is it important to check all necessary details with guests when attending to telephone calls?
Why is it important to check all necessary details with guests when attending to telephone calls?
- To ensure efficient billing processes.
- To guarantee order accuracy and guest satisfaction. (correct)
- To maintain a record of all guest interactions.
- To avoid potential customer complaints.
When should a telephone be answered in a hotel or establishment?
When should a telephone be answered in a hotel or establishment?
What is an appropriate greeting when answering the telephone in a hotel's room service department?
What is an appropriate greeting when answering the telephone in a hotel's room service department?
Why is it important to adhere to establishment policies when answering the telephone?
Why is it important to adhere to establishment policies when answering the telephone?
What should an employee always convey to guests when answering the telephone?
What should an employee always convey to guests when answering the telephone?
Why is smiling recommended when speaking on the telephone?
Why is smiling recommended when speaking on the telephone?
Besides the guest's order, what other information is crucial to obtain when taking a room service order?
Besides the guest's order, what other information is crucial to obtain when taking a room service order?
How should guests be typically addressed to maintain a formal approach?
How should guests be typically addressed to maintain a formal approach?
What should staff do upon taking a guest's order?
What should staff do upon taking a guest's order?
What details should be verified with the guest when taking a room service order?
What details should be verified with the guest when taking a room service order?
What is the importance of noting linen, crockery, cutlery and condiments in a room service order?
What is the importance of noting linen, crockery, cutlery and condiments in a room service order?
Which of the following personnel might collect room service orders from doorknob dockets?
Which of the following personnel might collect room service orders from doorknob dockets?
Why is 'timing' considered a technical term in the context of providing room service?
Why is 'timing' considered a technical term in the context of providing room service?
What document is hung on the doorknob of guest rooms for ordering food to their rooms?
What document is hung on the doorknob of guest rooms for ordering food to their rooms?
What important qualities are needed when answering telephone inquiries?
What important qualities are needed when answering telephone inquiries?
What are Hotels instructed to do when answering telephone inquiries?
What are Hotels instructed to do when answering telephone inquiries?
What is the appropriate way to address a guest, in a formal scenario?
What is the appropriate way to address a guest, in a formal scenario?
What is the correct practice as part of confirming a guest's order?
What is the correct practice as part of confirming a guest's order?
What is the primary responsibility of a 'Butler' in a hotel?
What is the primary responsibility of a 'Butler' in a hotel?
In a hotel kitchen, what type of food preparation occurs in the 'Hot kitchen'?
In a hotel kitchen, what type of food preparation occurs in the 'Hot kitchen'?
What is the main function of a 'Concierge' in a hotel setting?
What is the main function of a 'Concierge' in a hotel setting?
When transferring a room service order manually, where should it be transferred for preparation?
When transferring a room service order manually, where should it be transferred for preparation?
Why is it important to transfer orders promptly?
Why is it important to transfer orders promptly?
Why is room service a great opportunity
Why is room service a great opportunity
What is the best acceptable expression to sell an item?
What is the best acceptable expression to sell an item?
What is Suggestive selling?
What is Suggestive selling?
How would Guests place their order the night before?
How would Guests place their order the night before?
How would you document a manual order on the phone?
How would you document a manual order on the phone?
Which of the following is NOT a tool or document typically used when attending to telephone calls for room service?
Which of the following is NOT a tool or document typically used when attending to telephone calls for room service?
When taking a detailed room service order over the phone, which of the following details is LEAST critical to verify with the guest?
When taking a detailed room service order over the phone, which of the following details is LEAST critical to verify with the guest?
A guest is asking a question about allergies, what should do you?
A guest is asking a question about allergies, what should do you?
Why is it important to keep a formal title when discussing information?
Why is it important to keep a formal title when discussing information?
When obtaining information from the guest after they have ordered. What is the best way to receive it?
When obtaining information from the guest after they have ordered. What is the best way to receive it?
What type of dishes would be typically prepared in the Cold Lard Section?
What type of dishes would be typically prepared in the Cold Lard Section?
Flashcards
Active listening
Active listening
Mindfully hearing and comprehending the meaning of spoken words.
Doorknob docket
Doorknob docket
A menu hung on a doorknob for guests to place room service orders.
Room service
Room service
Service in a hotel providing food and drinks to guest's rooms.
Timing
Timing
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Answering phone calls
Answering phone calls
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Answering promptly
Answering promptly
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Courteous greeting
Courteous greeting
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Addressing the guest
Addressing the guest
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Confirm Guest's Order
Confirm Guest's Order
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Details to verify
Details to verify
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Butler
Butler
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Cold Larder
Cold Larder
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Concierge
Concierge
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Hot kitchen
Hot kitchen
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Valet
Valet
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Study Notes
- This lesson covers telephone calls and room service orders.
Technical Terms
- Active Listening involves mindfully hearing and attempting to comprehend the meaning of words spoken by another in conversation or speech.
- A doorknob docket is a menu hung on the doorknob to allow guests to place room service orders.
- Room service is a service that hotels provide that allows guests to order food and drinks to be brought to their rooms.
- Timing is the judgment or control of when something should be done.
Attending Telephone Calls
- When attending to telephone, necessary equipment and documents are required: telephone, calendar, clock, pen or pencil, an order slip, and a menu.
- Answering calls requires courtesy and active listening skills.
- Answer the telephone promptly, ideally on the second or third ring.
- Greet courteously, and identify yourself and the department or establishment.
- If there is a room service department, greetings can be similar to "Good morning. Room service, Jen speaking. How may I assist you?" followed by "Good afternoon. RAMS hotel room service, may I have your room number, please?"
- If the establishment does not have a room service department that is connected to the main restaurant, the telephone greeting could be similar to "Good evening, RAMS Restaurant, Jen speaking." or "Good day! RAMS Restaurant, how may I help you?"
- Always refer to the policies of the establishment.
- To make the guests feel welcome, let them know you are happy to help.
- Always use the standard greeting consistent with other colleagues.
- Smile when speaking so it can be heard in your voice. An example could be, “Thank you for calling RAMS cafe .This is Jen. How can I provide you with outstanding service today?”
Getting Information and Addressing Guests
- Inquiries about the guest's name and room number should come directly after greeting the guest.
- This information can be noted on the docket or enter into the cash register.
- Guests should be addressed with their name for more personalized service.
- To maintain a formal approach, use titles and surnames, such as Mr., Ms., or Mrs., unless otherwise instructed.
Samples of Phraseology
- "Yes, Mr. Santos. We can accommodate your request."
- "Dr. Cruz, would you like to add a slice of apple pie for dessert?"
- “Ms. Garcia, is it okay if I place you on hold for two minutes? I will just ask the chef if he can do something about your request."
- Confirm the guest's order - “Let me just confirm your order, Mrs. Duterte. That would be one serving of chocolate chip pancake, one Salisbury steak meal, & two cups of brewed coffee."
- Verify the time room service is needed, the number of guests to be served, the area where the room service will be delivered such as guest's room, poolside, and lounge area, and food specifications according to guest's requests of sizes of meal.
Room Service Orders from Doorknob Dockets
- Room service orders from doorknob dockets can be collected by a server assigned to the room service department, porters escorting other guests to their rooms, security staff, etc.
Recording Information
- Aside from information included in the list above, the server must also take note and record extra requirements needed in the service such as the following: linen, crockery or cutlery, and condiments.
Order Transfers - Technical Terms
- Butler - A hotel employee responsible for assisting guests in bookings, reservation, complaints and problems, and for paying attention to minute details so that guest satisfaction is ensured.
- Cold larder section - Responsible for the preparation of Hors d'oeuvres, appetizers, salads, entrée, cocktail receptions, dinners, conference, and salad bars.
- Concierge - A hotel employee whose job is provide information and help the guests staying at the hotel.
- Hot kitchen – The part of the kitchen where all baking, roasting, boiling, and steaming of food is done.
- Valet - A hotel employee who tends to the needs of the guests.
Transferring
- Room service orders should be transferred to the appropriate location for preparation and can be manually transferred.
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