1. Answer the phone within 3 rings 2. Greet guest by saying “Good Morning Private Dining, This is Hien, how may I assist you .(Mr. Michiel)” 3. Listen to the guest’s order, collect information, write it down and up selling 4. Repeat the order and Room No. 5. “May I repeat your order, please?” 6. “Mr. Michiel, room 1122 and you would like to have......... Is that correct?” 7. Thank guest for ordering and Inform the guest for the approximate delivery time SAY: Thank you very much Mr. Michiel, your food will be serve in 30 minutes, is that fine for you 8. Make sure you hang up the phone after the guest had done so.
KEY IN THE ORDER ON MICROS 9. Sign in the Micros 10. Press room no 11. Press No of guest 12. Press the items 13. Double check before print the bill 14. Print the bill, and the bill will be put in bill holder with Hotel pen, make sure it clean and good condition. 15. Check with kitchen; make sure the kitchen receive the captain order PREPARING TRAY 16. Trays are clean and good condition 17. Flower vases are cleaned and Flowers are fresh 18. Salt and Pepper shakers are cleaned and working well 19. Chop sticks and cover are good condition ( if applicable or only for local guest ) 20. Cutleries are cleaned and prepare according to food ordered and No of guest 21. All the napkin are folded right shape and well pressed 22. Prepare sauce and condiments with cover 23. Prepare bread, butter ensure butter and jams are sealed and up to date 24. BB plate and butter knife are cleaned and good condition 25. Placemat is clean and well pressed 26. Ensure food cover is clean 27. Ensure bread basket is clean and in good condition 28. Ensure removal card is clean and good condition
Prepare the beverage 29. If bottle of water is not ordered, complimentary of water is prepared accordingly 30. Ensure all drinks serve with garnish, cleaned glass, straw, stirrer, and right order with bar print out 31. Soft drink and Juice must accompany ice onside 32. All drink must serve with glass cover Prepare the Food 33. Get all cold food first before hot food, except ice cream must pick up at last 34. Check the correct food item, correct Chinaware and clean, Garnish, ingredient with the captain order / kitchen print 35. Ensure that the cold food is bellow 5 oC and hot food is above 60 oC 36. Make sure all the food must covered Prepare Trolley 37. Ensure trolley is clean and good condition. 38. Turn on the electric warmer. 39. Flower vases are cleaned and Flowers are fresh 40. Salt and Pepper shakers are cleaned and working well 41. Cutleries are cleaned and prepare according to food ordered and No of guest 42. Chop sticks and cover are good condition ( if applicable or only for local guest ) 43. All the napkin are folded right shape and well pressed 44. Prepare sauce and condiments with cover 45. Prepare bread, butter ensure butter and jams are sealed and up to date 46. BB plate and butter knife are cleaned and good condition 47. Table cloth is clean and well pressed 48. Ensure food cover is clean 49. Ensure bread basket is clean 50. Ensure the removal card is clean and good condition 51. Double check any missing before to transport. Prepare the beverage 52. If bottle of water is not ordered, complimentary of water is prepared accordingly 53. Ensure all drinks serve with garnish, cleaned glass, straw, stirrer, and right order wih bar print out 54. Soft drink and Juice must accompany ice onside 55. All drink must serve with glass cover Prepare the Food 56. Get all cold food first before hot food, except ice cream must pick up at last 57. Check the correct food item, correct Chinaware and clean, Garnish, ingredient with the captain order / kitchen print 58. Ensure that the cold food is bellow 5 oC and hot food is above 60 oC 59. Make sure all the food must covered 60. Ensure hot food put in warmer. 61. Double check any missing before to transport. TRANSPORTING Trolley Service: 62. Push the trolley with both hands gently from Private Dining area , when reach to any door Always pull not push avoid accident. 63. Use the service elevators for guest room dining delivery 64. When loading the trolley always pull; never push the trolley over the elevator avoid accident a. After loading the trolley into the lift cabin, release the stop button to normal operation and then press the floor number of the room to be served b. When the lift door opens, push the stop button, turn your back against the door, step back slowly and pull the trolley with both hands and be aware of the floor level is some time different from the service lift . c. After wheeling the trolley out of the lift, release the stop button to normal operation d. Make sure that you are on the right floor while proceeding to the guest room e. Check the room number on the guest check SERVING IN GUEST ROOM Enter Guest’s Room 65. Knock firmly three times on the guest’s door (Door bell ) a. Announce yourself b. Speak quietly, especially in the early morning hours or late at night. c. Wait 10 seconds for guest to respond. d. If there is no response then press the door bell gain and wait. e. If there is still no answer, use the floor pantry phone to call Private Dining to check the room number. 66. If guest is in, wait until guest opens the door and be prepared to call the guest by name ["Good morning (afternoon/evening), Mr. Michiel "]. 67. Introduce yourself: “Good morning Mr. Michiel. My name is Hien, this is your breakfast order/lunch or dinner. May I enter and serve your breakfast.” 68. Hand the guest the newspaper (if applicable) as the guest is greeted. 69. Use door stops if necessary to keep the door open while wheeling in a table. 70. Enter carefully with your tray or trolley, do not let the door slam Serving Food in the Guest Room 71. Place the table and tray in the predetermined area unless otherwise specified by the guest. 72. You should always ask “Where may I setup your order Mr. Michiel?” 73. Do not setup the tray, table and chair facing the wall. 74. Place the setting toward the TV if the guest is watching TV, or toward the window view. 75. Carefully open the second flap on the table and rearrange the place settings. 76. Help the guest move any furniture, if necessary, to accommodate the chair at the place settings. 77. If order is delivered with a tray it should always be set up off the tray and the tray left in the room for ease of removal. 1. Arrange the set-up per cover and seat the guest(s). a. Open the trolley's wing b. Move the equipment a bit lower for a good presentation to the guest c. Invite the guest(s) to sit down by saying "Take a seat, please" d. Ladies shall be seated first facing the window view, gentlemen shall be seated last 2. Serve the food. a. Cold food shall be placed on the trolley b. Offer to serve Sauces or dressings over the guest’s food items. c. Arrange the space according to the trained procedure d. Take the hot food out of the warmer. If the guest prefers to keep her/his hot food in the warmer, she/he will take it out her/himself : thus, instruct her/him how to operate the warmer e. Identify every dish to the guest by saying "This is your... and this is..., Mr. Michiel" f. Offer to pour coffee, serve cereals and open and serve packaged foods. g. Offer to open and pour the guest’s wine. Bring along a high quality wine opener and a wine towel 3. Utilize suggestive selling while in the guest room. If wine is not ordered, proceed with suggestive selling If dessert is not ordered, suggest dessert and bring to the guest room as soon as possible. ( if guest preferred) In the evening, suggest that the doorknob menu be used to pre-order breakfast. 78. Offer further assistance to the guest. After having served the guest, politely ask if she/he needs any further assistance by saying: "Would you care for anything else, Mr.Michiel?" 79. Present the bill for signature, present the bill in the folder with the pen in order for the guest to sign 80. Thank guest and inform for trolley removal SAY: thank you very much Mr. Michiel, please enjoy your meal, and kindly let us know for trolley removal, have a nice day. 81. Close the door carefully do not slam the door Posting the bill 82. Associate make sure that all the guest bill must be posted immediately. (Avoid guest check out & missing the bill) Record 83. Associate must record in master control sheet whatever they have served to guest room. Tray &Trolley Removal 84. A checklist of meals delivered to the guestrooms must be checked often to make sure trays and trolleys are collected after delivery. 85. The Private Dining associate must check the floor corridors regularly in case guest has put the tray or trolley outside the room. 86. If the guest calls for removal the tray or trolley, the tray or trolley to be remove within 15 minutes after the guest call. 87. Before entering the guestroom, knock the door firmly first then greet the guest in a proper tone: 88. Knock firmly three times on the guest’s door 1. Announce yourself, “Good morning/Afternoon/Evening, Private Dining”. 2. Speak quietly 3. Wait 10 seconds for guest to respond. 4. If there is no response then knock again and wait. 89. Greeting guest SAY: Good morning Mr. Michiel, May I enter your room and collect the tray/ trolley 90. Ask guest for food satisfaction SAY: Mr.Michiel how was your Breakfast /Lunch / Dinner ? 91. Pick up the tray or trolley carefully from the guestroom and try not to disturb the guest. 92. Before leaving the room, thank guest and wishing guest have nice day SAY: “Thank Mr. Michiel, have a nice day” 93. Close the door carefully do not slam the door **NOTE*** 94. If the guest is not in his room after calling, Private Dining associate should notify Housekeeping to open the door and collect trays/trolleys. 95. After clearing, check the cutlery according to the list, then make a record in the clearing check list send soiled cutlery to the stewarding area.