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Take and process room service orders. 1.1.Answer telephone promptly and courteously according to organisational customer service standards.

01 / 02 / 2019 Essays & Coursework

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Unit Sector

Hospitality

Elements and Performance Criteria

ELEMENTS  

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Take and process room service orders.

1.1.Answer telephone promptly and courteously according to organisational customer service standards.

1.2.Check guest name and use throughout the interaction.

1.3.Provide information, record room service order and room number and check with guests for accuracy.

1.4.Use suggestive selling techniques to maximise sale.

1.5.Advise guests of approximate time for delivery.

1.6.Interpret room service orders received from doorknob dockets.

1.7.Transfer orders promptly to the appropriate location for preparation.

2. Set up trays and trolleys.

2.1.Select and prepare room service equipment and check for cleanliness and damage.

2.2.Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.

2.3.Collect all prepared meals and beverages promptly and in correct service order.

2.4.Check prepared meals against the order and meal items for correct temperature.

3. Present room service meals and beverages to guests.

3.1.Request entry to guest room according to organisational procedures.

3.2.Consult guests about their preferences for placement of meals.

3.3.Explain the meal and place according to organisational procedures and guest preferences.

4. Present room service accounts.

4.1.Check guest accounts for accuracy and present according to organisational procedures.

4.2.Obtain signature and charge meals to room account or accept cash payment.

4.3.Promptly present cash payments to the cashier for processing.

5. Clear room service area.

5.1.Check and clear floors promptly for used room service trolleys and trays.

5.2.Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.

5.3.Restock station with equipment, food and beverage according to organisational procedures.


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