*Food and Beverage Services NCII*

Delivering and Serving Room Service Orders Make sure there is no DND sign Knock 3 times (gently) Room Service Staff : Room Service! ( Guest will open the door) Room Service Staff : Good morning Ma’am! Here’s your breakfast. May I come in? (Once inside the room. Leave the door open unless the guest orders you to close it.) Room Service Staff : Shall I leave  the food on the trolley or do you want it to be transferred on your                                       table? Guest: Please transfer it on the table. Room Service Staff : ( Set up the table) ( After setting up the table, offer personalized service) Room Service Staff : May I uncover your meal?                                       May I pour in your coffee?                                       May I pull the curtain for you?                                       How’s the room temperature? Would you like me to adjust it for you?                                       Do you have any special

Welcoming Guest Receptionist: Good morning Mam! Welcome to Grand Hotel. I’m Ana I will be happy to serve you. Are we holding a reservation for you Mam? Guest: Yes Receptionist : Under what name please? Guest: Amy Carter. Receptionist : Alright Miss Amy Carter. We have prepared a nice table for you. This way please.                      (open palm, outstretched your hand) Seating the Guest Receptionist: Will this table be alright with you Mam? Guest: Yes, this would be perfect Receptionist: Allow me (pull the chair) Guest will get ready to seat (Please have a seat) Receptionist: May I unfold your table napkin? Guest: Yes you may. Receptionist: (unfold table napkin) Excuse me. Serving Water: Waiter: Excuse me Mam. May I serve your cold water? Guest: Yes, Thank you. (Waiter will get the pitcher and pour the water goblet 2/3 full) Serving Complimentary Bread: Waiter: Excuse me Mam, here’s your complimentary bread roll with butter. Guest

Taking Room Service Order Room Service Staff:   Thank you for calling Room Service! Good morning! This is Ana Speaking. How may                                       how may I help you? Guest: I would like to order breakfast. Room Service Staff: I will be happy to take your order Ma’am. May I have your name and room number                                       please? Guest: Monica Gomez of  Room 101. Room Service Staff : Thank you for that information  Ms Gomez.  (Get your pen and order slip ready)                                      We offer two types of breakfast. We have Continental breakfast and American                                       breakfast. Continental breakfast includes bread rolls, butter , jam and coffee.                                      American breakfast includes beef steak, egg, cereal and milk. Which do you prefer                                       Ms Gomez? Guest: I would like to have the American breakfast. Room Service St