WorksheetsFBS - Room Service Reviewer
Total questions: 35
Worksheet time: 18mins
A young lady entered the restaurant, but all tables are occupied. What will you say?
I am sorry, Miss. All seats are occupied at the moment. Would you mind waiting at the lounge?
I am sorry, Ma’am. All seats are occupied at the moment. Would you mind waiting at the lounge for about five minutes?
I am sorry, Ma’am. All seat is occupied at the moment. Would you mind waiting at the lounge for about five minutes?
I am sorry, Miss. All seats are occupied at the moment. Would you want to wait or not?
From the figures below, what is the best set-up for a conference type of meeting?
A
B
C
D
First step before the arrival of the guest:
Find out how many people are dining
Greet them with a smile and welcome them
Be aware as guests approach
Keep track of each station
In room service procedure, which is the additional service?
Sleeping outside the door
Fill the water goblet
Eating together with guest
Using guest’s comfort room
Why lead two customers to a two-seater table?
No space for four customers
Could be space enough for them
May affect profit
Because they are only two
Proper way to greet a guest over the phone:
Hello, what do you want?
Good day, this is [hotel name], how may I assist you?
Yes, room service speaking.
Hi, pick your order now.
Which is important when taking a room service order?
Speak quickly to save time
Listen carefully and repeat the order to confirm
Ask for the payment first
Write the order from memory
Correct placement of cutlery on a tray:
All cutlery stacked in one pile
Fork on the left, knife on the right, spoon on outer right
Knife on left, fork on right
Placed randomly
When delivering hot food, which should be done?
Hold tray with both hands and serve immediately
Let food cool for 10 minutes
Place it on the floor first
Ask guest to pick it up
Why is suggestive selling important in room service?
Increases guest satisfaction and revenue
Reduces staff needed
Avoids mistakes in orders
Allows faster billing
If a guest requests an unavailable menu item:
Ignore the request
Offer an alternative politely
Tell guest it’s not possible
Call the chef immediately
Which item is not typically on a room service tray?
Complimentary napkin
Tray card
Guest’s personal belongings
Condiments
When collecting soiled items, why knock before entering?
To check payment
To maintain privacy and avoid intrusion
To confirm identity
To speed up service
Proper way to serve a beverage to a guest:
Place beverage anywhere on table
Hold tray in one hand and pour with the other
Serve from the right side, holding glass by base
Pour first, then approach guest
Example of upselling:
Offering same item again
Suggest higher-priced dessert or beverage
Serving order quickly
Ignoring guest preference
Before leaving guest room, what should the attendant do?
Confirm if guest needs anything else
Leave tray immediately
Take a break
Close door quietly
Why check trolley/tray for stability before delivery?
Avoid spilling food or drinks
Make it heavier
Impress guest
Reduce walking distance
Example of extended room service:
Refilling water or coffee during guest’s meal
Taking order
Delivering tray
Presenting the bill
When serving multiple guests, proper sequence:
Serve youngest first
Serve ladies first, then gentlemen, then seniors
Serve randomly
Serve person closest to kitchen
How to handle complaint about missing/incorrect order?
Apologize politely and correct immediately
Ignore it
Blame kitchen
Ask guest to wait indefinitely
Which is good customer service?
Take orders quickly without greeting
Smile, be polite, offer assistance
Only serve VIP guests
Avoid communication
Why should room service attendant know hotel layout?
Serve food faster and efficiently
Avoid seeing guests
Make more trips
Clean rooms
The first step after answering a phone call from guest:
Ask for room number
Ask for order
Greet politely and identify yourself
Take payment
How to present a bill correctly:
Leave it on table
Ask guest to verify
Deliver verbally
Ignore mistakes
Which is an important aspect of tray setup?
Random placement of items
Items arranged neatly and logically
Items mixed together
Place heavy items on top
What should be done when guests do not answer the door?
Go back and wait
Leave order outside
Contact guest via phone or reception
Ask security to enter room
Best practice when storing room service items:
Notify person-in-charge when items fall below required
Stack wet trays properly
Ignore storage rules
Leave items in random place
Before room service delivery, check everything except:
Trolley is sturdy
Room service items that might stick out
Tray is properly set and presented
All accessories and ornaments included
Steps for presenting the bill in proper order:
Inform guest how soiled items will be collected
Ask guest to confirm the bill
Check accuracy of bill
Offer extended service
Leave the room
Why ask guests where to place tray/trolley?
Observe policy
Guarantee timely delivery
Not necessary
Guests may be doing confidential business
Why ask guests to sign the bill whether paying cash or room account?
Allows verification of details
Makes service personal
Proves delivery as ordered
None
Why collect soiled items personally?
Guarantee service concluded properly
Make sure all tableware returned
Develop connection with guests
Ensure billing transactions done
Why ask before entering room to collect soiled tableware?
Confirm identity of guest
Confirm correct room
Protect and maintain guest privacy
Not important
Best action when encountering guest in hallway while delivering order:
Greet and make way
Walk quickly past
Stop and greet to avoid bumping
Try to avoid guest
Last action when completing room service:
Collect soiled items
Verify room charge
Thank guest and leave
Update records
