1. Food & Beverage S EQUENCE OF S ERVICE – R OOM S ERVICE

2. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE At the end of this session we will learn; All the steps on how to provide a Room Service Service

3. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE Guide Concept Interest / Benefits Steps Feedback

4. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE ConceptThe concept is to achieve one same way to deliver our Service through Consistency to meet our Guest expectations

5. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE Interest / Benefits A job done properly Increase your professional experience Impress the guest through consistency Gain guest satisfaction Better tips

6. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE Steps T AKING THE ORDER 1.- We answer the phone within three rings 2.- We will greet the guest by saying “Very good evening, Room Service, Yasser speaking, how may I help you?” Note: In case we don’t know the name of the guest we will request it by saying “May I have your name please?” 3.- We will take the order leading the conversation and suggesting extra dishes to increase the sales. We will also request for the points of cook and allergies 4.- We will recheck the order with the guest by saying “May I repeat your order please?” 5.- We will inquire if there is anything else we might get for them by saying “Is there anything else we might get for you?”

7. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE Steps T AKING THE ORDER 6.- We will inform the guest about the delivering times (10 min. for single items, 20 min. for cold food and 30 min. for hot food) Note: In case we cannot deliver the order in the “delivery time” promised, we will call the guest before the end of the original delivery time to inform them about it by saying “Mr. Smith due to logistic challenges your order will take 10 min more” 7.- We will confirm and recheck the room number with the guest by saying “Mr. Smith please let me double check your number which is 2330” 8.- We will thank the guest for calling to RS by saying “Mr. Smith, thank you for calling RS, enjoy your meal”

8. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE Steps T AKING THE ORDER Note: At least twice during the interaction we will call the guest by their name but not more then three times. Note: If we must put the call on hold, we should ask first the guest to be put on hold, wait to get his permission and then act. We will never let the guest waiting for longer than 30 sec. Note: The time of the order must be written down in the order

9. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE Steps T ET U P 1.- Read carefully the order 2.- Get all the items and tools we need to set up the table/tray and make sure they are in good shape and clean 3.- Set the drinks (without ice) followed by the food 4.- Cover any food and beverage items 5.- Before departure from outlet verify once again the order

10. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE Steps D ELIVERING 1.- Before entering to the room we must remove all type of paper, plastics, foil paper, etc… 2.- Before knocking the door make sure you are in front of the right room number, 3.- Knock the door three times and repeat the process maximum three times (10 seconds between each time) by saying “Room Service” (also in a moderate tone of voice) Note: Moderate tone of voice means enthusiastic voice full of energy with a clear rate of speech and slight pitch of voice / fluctuation in voice tone. 4.- Welcome the guest with eye contact and a smile by saying “Good evening Mr. Smith, here we go with your dinner. Where would you like me to place it?” Note: Make sure the door stays open

11. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE Steps D ELIVERING 5.- Bring the table/tray to the place where the guest asked you 6.- Make sure you leave the tray in a safe place and the table with the breaks Offer the guest to prepare the table Note: Inform the guest about the hot items also about the items/condiments 7.- Get the chairs close to the table 8.- Recheck with the guest the order 9.- Ask the guest if there are any other requirements by saying “Is there anything else we might get for you?” 10.- Ask the guest to sign the bill Note: The bill must be detailed and broken down by items

12. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE Steps D ELIVERING 11.- Refresh the memory of the guest and tell them where to call to get the table to be picked up or give the potion to leave the table outside the room 12.- Bid farewell the guest by saying “Thank you Mr. Smith, enjoy your dinner and have a nice night” 13.- Make sure you close the door properly when leaving the room Note: At least twice during the interaction mention the name of the guest

13. JAZ Food & Beverage S EQUENCE OF S ERVICE - R OOM S ERVICE Feedback