Objectives of the Study
Following the completion of this unit, students will be able to:
- Take and deliver room service orders accurately and efficiently.
- Address customer preferences and dietary needs with professionalism.
- Resolve any issues related to room service with tact and courtesy.
A. Vocabulary Building
The following activities are designed to build your vocabulary mastery, especially in handling room service.
Jumble Letters
Please arrange the following letters into the correct words!
| Jumble Letters | Words | Meaning |
| RSIECVEE | Service | Layanan |
| ROORM | Room | Kamar |
| EENMU | Menu | Menu |
| LIERVDEY | Delivery | Pengantaran |
| ODERDR | Order | Pesanan |
| EFIRESSHHMNT | Refreshment | Penyegaran |
| MIPORTCROM | Compromise | Kesepakatan |
| ITIMGENS | Settings | Pengaturan |
| EIVWEW | Review | Tinjauan |
| TSRDAAINDR | Standard | Standar |
Listening and Pronouncing Practice
Play the audio of the following words by scanning the QR Code. Then, practice pronouncing them correctly as you heard from the audio.
- Room: /ruːm/
- Service: /ˈsɜːrvɪs/
- Menu: /ˈmenjuː/
- Order: /ˈɔːrdər/
- Delivery: /dɪˈlɪvəri/
- Refreshment: /rɪˈfreʃmənt/
- Request: /rɪˈkwest/
- Tray: /treɪ/
- On-time: /ɒn ˈtaɪm/
- Apologize: /əˈpɒlədʒaɪz/
B. Procedure in Handling Payments
| Procedure | Language Function |
| Taking the order | Greeting the guest, asking for preferences |
| Confirming the order | Repeating the order details, ensuring accuracy |
| Delivering the service | Announcing arrival, presenting the service with politeness |
C. Manner
RULES OF MANNERS
When handling room service, it is essential to maintain professionalism and attentiveness to ensure a pleasant guest experience. Below are some key rules of manners:
- Greet guests warmly when delivering room service.
- Ensure the order is accurate and complete before leaving the kitchen.
- Knock on the door politely and announce your arrival:
“Room service!” - Place items neatly in the room or as per the guest’s preference.
- Respect the guest’s privacy and leave the room promptly after delivery.
- Apologize sincerely for any mistakes or delays in the service.
- Thank the guest and wish them a pleasant day.
DURING DELIVERY
- Confirm the order politely:
“Here’s your grilled salmon with steamed vegetables. Would you like anything else?” - Handle requests professionally:
“I’ll bring extra napkins right away, sir.”
HANDLING ISSUES
- Apologize and resolve problems quickly:
“I’m so sorry about the delay. I’ll have your meal reheated and delivered immediately.” - Offer alternatives when necessary:
“Unfortunately, we’re out of sparkling water. Would you like still water or juice instead?”
FOLLOWING UP
- Check on guest satisfaction:
“Is everything to your liking? Please let us know if you need anything else.” - Thank the guest for using the service:
“Thank you for ordering room service. Enjoy your meal!”
- Samples of Dialogues
Sample 1
Room Service Attendant : Good evening! This is room service. How can I assist you?
Guest : Hi, I’d like to order dinner for my cabin, please.
Room Service Attendant : Certainly! Would you like to hear the chef’s specials for tonight?
Guest : Sure, why not?
Room Service Attendant : We have a grilled sea bass with lemon butter sauce and a side of asparagus, or a filet mignon with roasted potatoes and seasonal vegetables.
Guest : The sea bass sounds great. I’ll have that.
Room Service Attendant : Great choice! Would you like any beverages with your meal?
Guest : A bottle of sparkling water, please.
Room Service Attendant : Absolutely. Your order will be delivered to your cabin in about 30 minutes. Enjoy your evening!
Questions
- What meal did the guest order?
- How did the attendant suggest the chef’s specials?
- What beverage did the guest request?
- How did the attendant handle the room service request?
Sample 2
Room Service Attendant : Hello, room service here. What can I get for you today?
Guest : Hi, I’d like to order breakfast for tomorrow morning.
Room Service Attendant : Sure thing! We have a continental breakfast with pastries, fruit, and coffee, or a full English breakfast with eggs, bacon, sausage, and toast.
Guest : I’ll go for the full English breakfast, please.
Room Service Attendant : Excellent choice! What time should we deliver it?
Guest : Around 8:00 a.m. would be great.
Room Service Attendant : Noted. And would you like tea or coffee with that?
Guest : Coffee, please.
Room Service Attendant : Got it! Your breakfast will be delivered right on time. Have a great day ahead!
Questions
- What breakfast option did the guest choose?
- What time was the breakfast requested to be delivered?
- What drink did the guest select with their breakfast?
- How did the attendant confirm the order details?
Check your Understanding
Please do the following exercises to confirm your understanding. When you have difficulties, please ask your teacher.
Create your conversation
Please create a conversation based on the following situations:
- A guest orders breakfast to be delivered to their cabin at 8:00 a.m., specifying that they need gluten-free options.
- A guest requests a bottle of champagne to be delivered to their cabin at 10:00 p.m. to celebrate an anniversary.
- A family orders dinner for their cabin, requesting that the meal be delivered in two separate servings.
F. Summary
| Language Function | Language Expression |
| Taking an order | What would you like for breakfast? Any dietary restrictions we should know about? |
| Confirming details | So, you’d like your meal delivered at 8 a.m., correct? |
| Handling special requests | Absolutely! We’ll make sure the meal is gluten-free. |
| Apologizing for delays | I’m so sorry for the delay. I’ll check on your order right away. |
| Closing the service | Thank you for ordering with us! Enjoy your meal. Let us know if you need anything else. |