Room Service SOP | How To Take An Order
Room service is another important outlet under the Food And Beverages Management, consisting of all the food and drink orders to be delivered to the guest rooms. Room service lets the guests of the hotel, order food and drinks from the hotel’s restaurant or kitchen and have it delivered directly to the room. It’s like having a private dining experience without leaving your room. Every 5-star hotel should have a room service called differently “In room dining” with 24-hour service for all the hotel’s guests. Is important for every team member to know the basic procedures and have the proper training when it comes to how to take an order through the phone.
Just like in a restaurant, there’s a menu provided in all the guest’s rooms, with a variety of options to choose from, including breakfast, lunch, dinner, snacks, and even drinks and guests can order up to their requests. When you take an order in room service might be kind of different from taking an order in a Restaurant, mainly because you are doing this time through the phone and you don’t have visual contact with your guest. In every 5-star hotel there is a Standard Operation Procedure (SOP) created for this particular service, consisting of, the guidance and training of the team members working in room service teaching them and following the standard on how to take an order from room service. Let’s have a look below into the SOP and all steps of how to take an order in room service:
SOP – Order Taking In Room Service
| SOP Name: | Order Taking In Room Service |
| Department: | Food And Beverages |
| Purpose: | To Accurately Take A Guest Order |
| Establishment: | Room Service | In Room Dining |
| Action/Situation | How To Do It |
|---|---|
| Order Taking | • Answer the telephone within three phone rings. • Team member must speak in a clear and pleasant manner. • Identify your department and introduce yourself by name. • Announce: “Good morning / Good afternoon / Good evening, according to the time of the day, this is (name of the order taker), may I assist you Mr./Mrs./Miss” followed by the name of the guest according to the data digitally displayed by the phone system (if available). • Use good telephone etiquette and don’t forget to be very polite and friendly during the call. • Take the order and write down the order clearly in the order book and note the time of the call and the room number. • Order taker should suggest from starters, main course, desserts, drinks. and ask if any allergic food dressing or seasonings from the food guest ordered. • Repeat the order, guest name and room number. Advice delivery time of each food and never exceed. • Explain to the guest how we can clear his/her table by calling room service. • Thank you for ordering with In-room dining. have a wonderful day • Post the order on the POS ( Point of Sale) machine and check the billing instructions entered for this guest by the FO team. |
Additional Tips To Consider:
- Team member taking the order must have good menu knowledge.
- Team member taking the order should have good communication skills.
- Use the time control wisely to follow up the order in order to be delivered on time.
- The environment of room service should be quiet and the background must be free of any noise or disturbances.
Keep in mind that the above SOP is the international standard for most of the 5-star chain hotels on how to take an order, but still depending on the property this SOP might have slight changes depending on the company policies.
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