FINAL_-_ROOM_SERVICE_-_SERVICE_EXPRESS

Table of Contents Standard Operating Procedure Room Service – Service Express F&B Hospitality Points 3 Serving Our Guests – Our First and Last Impression 3 Maintaining Professionalism 3 Generally: 3 With Guests: 3 With Associates: 3 Speaking With Guests 4 The 10 and 5 Rule 4 One Stop Shopping 4 Guest Complaint Guidelines 4 Introduction: Room Service 5 Service Express Agent 6 Starting Procedures for Room Service 6 Order Taking Procedures 6 Key Points for Consistent Room Service 6 Order Processing 7 Questions to Ask When Taking the Order 8 Guest Check Process 8 Call Backs 9 Settling Room Service Guest Checks 9 Room Service Agent Check-Out Responsibilities 10 Processing of Voids 11 POS System Failure 11 Basic Tray and Table Setup - Room Service 12 Guidelines: Tray Setup 12 Guidelines: Table/Trolley Setup 13 Tray vs. Table / Trolley 15 Express Breakfast Trays 15 Room Service Order Delivery Sequence 16 Delivery of Multiple Orders 17 Room Service Delivery Techniques 17 Personalized Toast Service 19 Beverage Service - Room Service 20 Liquor Service 21 Beer Service 21 Wine Service 21 Full-Bottle Liquor Sales 21 Side Duties - Room Service 22 Night Owl Side Duties 23 Food Server Assistant Duties 24 General Room Service Clearing Procedures 24 Tray and Table Removal 25 Call Back - Clearing Procedures 25 Locator Boards / Locator Sheets 26 How it Works 27 Amenities - Room Service 28 Definition 28 Hotel Procedure 28 Amenity Procedures 28 Amenity Requests 29 Amenity Procedures 29 Amenity Set-Up & Checklist 30 Agent Duties 30 Morning Shift 30 Afternoon Shift 30 Front Office Interaction 31 Amenity Delivery and Placement 31 Delivery 31 Flower Amenity Procedures 32 PBX Flower Order Procedures 32 Agent Flower Delivery Procedures 32 Flower Amenity Pricing 32 Setup and Maintenance 33 Amenity Tracking 33 Revenue/Cost Tracking 34 Pricing Philosophy 34 Suggestive Selling - Room Service 35 Entice the Guest 35 Merchandising:  Pre-Orders 36 Merchandising:  Doorknob Menus 37 Hospitality Sales 37 Hospitality Suite Sales Promotions 37 Reservations 37 Catering and Convention Services 38 Front Office/Customer Services 38 Follow-up Sales 38 Hospitality Sales Organization Procedures 38 Filing System 38 Reservations 39 Correspondence 39 Booking the Hospitality Party 39 Hospitality Guidelines And Setup 40 Menu 40 Equipment 40 Room Setup 40 Table Setup 40 Serving Hors d’oeuvres 41 F&B Hospitality Points Our primary concern is to provide exemplary and consistent service to all of our food and beverage guests. The following Food and Beverage Hospitality Points have been developed to guide you in offering the best possible service in our food and beverage outlets. Serving Our Guests – Our First and Last Impression The most important element of your job is to make every guest feel important, welcomed and valued by projecting a genuine warmth and friendliness. Your duties should never detract from your efforts to make a positive lasting impression on all our guests. · Greet all guests with a smile and a positive attitude that says, “Welcome, we are happy you’re here.” · Smile, make eye contact and engage in pleasant but brief conversation. · Never allow a guest to leave dissatisfied. Maintaining Professionalism Projecting a positive and professional attitude is vital to providing exemplary service to our guests. This includes the manner in which we conduct ourselves as well as how we interact with our guests and our fellow associates. Generally: · Always remain friendly and professional. · Always smile and make eye contact. · Do not chew gum, eat or drink anything while in public areas. · Do not speak louder than is necessary; maintain a quiet atmosphere for the guests. · Always stand with a straight posture; never lean or slouch. Keep your hands at your sides and never have your arms folded or hands in your pockets. With Guests: · Always be courteous and give the right-of-way. · Always strive to ensure that your guests’ expectations have been exceeded. · Always use a guest’s name whenever possible. · Never stand with your back to a guest. · Do not speak to your guests in a foreign language unless the guest initiates the conversation or cannot speak English (or the local language). With Associates: · Never carry on conversations with fellow associates in a foreign language. · Never make derogatory remarks about your guests or fellow associates. · Never conduct personal conversations in the presence of guests. · Do not stand in groups in public areas. Speaking With Guests Every time you speak with a guest, you have the opportunity to create a positive impression of the Westin. Positive guest interaction increases guest satisfaction and loyalty as well as provides us with vital information we can use to improve our services. · Always use a positive tone that displays genuine concern. · Practice active