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STARTER KIT | Help Desk
Task 15 : Take orders for In- Room Dining
STEP(s) STANDARD(s)
1. Write down accurately the order as you speak to the guest. 1. Always repeat the orders to guest to avoid mistakes.
2. Repeat the order to the guest and inform the standard 2. Make sure that the order will be finished within the
delivery time by saying: committed delivery time.
“Let me repeat your order Ma’am, you ordered 1
Binagoongang Bagnet, 1 Cup of plain Rice and 1 Mango 3. Standard Delivery time is 30-40 minutes. The kitchen
Shake for room 502.” “Our standard delivery time is 30-40 will advise for any changes/ delay especially for peak
minutes.” hours.
3. Mode of payment should also be noted if it’s to be charged
to room or to be paid upon delivery:
“Will your order be charged to your room or to be paid upon
delivery, Ma’am?”
4. End the call by a closing greeting:
“Thank you Ma’am/ Sir. Have a nice day.”
5. Record the order in the e-helpdesk system and monitor
the delivery time.
6. After the order was delivered, call the guest to confirm if
they need anything else:
“Good evening Ma’am, we would just like to confirm if
your order is complete?”
7. Call back after one hour to check if they would like to let
us dish out the used wares:
“Good evening Ma’am, we would just like to confirm if you
would like us to dish out your used plates from the In
Room Dining?”
Task 15: Keep record of Lost and Found Items
STEP(s) STANDARD(s)
1. Record the left behind item in the e-helpdesk system once
it is reported. If it was left in a checked-out room, call or
inform the guest immediately. The time when it was found
and place where it was found should always be recorded.
The Lost and Found form should also be filled up for filing.
2. Unclaimed left behind items must be surrendered to the
Linen Room, while for valuable items, it must be endorsed
to the Duty Manager and be safe kept in the SDB.
3. The Lost and Found form should be signed by the one
who retrieved the left behind item.
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