*Food and Beverage Services NCII*

Delivering and Serving Room Service Orders Knock 3 times (Make sure there is no DND sign gently) Room Service Staff : Room Service! ( Guest will open the door) (Do not enter the room until the guest gives you the permission to enter.) Room Service Staff : Good morning Ma’am! Here’s your room service order. 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 serve the coffee?                                       Would you like me to open your curtain for                                        you?                    

Preparing /Assembling Room Service Orders Continental breakfast , the following are necessary; One piece of each of the following: - Center piece & salt and pepper shaker - Breakfast plate - Warm cup and saucer (cup is kept in warmer until ready for service - Coffee or tea pot - Colin glass with ¾ water to avoid from spilling and covered to keep from dust) - Pitcher with water wrapped in cloth and covered to keep from dust. - Sugar and Creamer container - Table napkin (Folded in Fancy Fold) - Inserted in the table napkin are: bread knife, butter knife, spoon for the marmalade, teaspoon for the coffee. Continental Breakfast consist of: -           Bread  ( Toasted/plain) -           Butter -           Jam/ honey -           Coffee  (black, with cream) -             American breakfast , the following are necessary; One piece of each of the following: - Center piece & salt and pepper shaker - Breakfast plate - Warm cup and saucer

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  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 Staff : Alright you will have American breakfast which includes beef steak, egg, cereal and  milk. Room Service Staff : How would you like your beef steak be prepared? Rare, medium rare, or well done? Guest: Well done. Room Service Staff : How about

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: Please have a seat Ms Carter while I check our records. (The guest waits at the lounge while the Receptionist checks the reservation record) (The receptionist gets back to the guest.) Receptionist :  Miss Amy Carter we have prepared a nice table for you. (open palm, outstretched your hand)This way please. (Walk a little ahead of the guest to lead her way)                          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: Wait

Taking Telephone Table Reservation Receptionist: Good morning! Thank you for calling Grand Hotel. My name is Ana how may I help you today? Caller:   Hi! I would like to book a table reservation.   Receptionist: I will be happy to assist you with your reservation. May I have your name please? Caller: Yes. My name is Mary Gomez. Receptionist: When would you like to book your reservation Ms Gomez? Caller: Tomorrow February 14, 2022 at 7pm. Receptionist: A table for how many persons please? Caller: A table for 2. Receptionist: Do you have any special request? Caller: No Receptionist: Since it’s Valentines’ Day tomorrow, we offer special heart-shaped cake for only $100 would you like to order one? Caller : Yes please reserve one cake for me. Receptionist: May I have your contact number please? Caller:  Yes, That's 0922-111-2222 Receptionist: May I also have your address please? Caller: Yes, That’s 1 st Avenue, Mountain Village, Angels City