1. FOOD AND BEVERAGE
SERVICE
ROOMROOM
SERVICESERVICE
By Saeful Anwar

2. Key points and explanation
• “ May I come in? I’ve brought up breakfast from Room Service, sir. “
–
This is the courtesy phrase you have to use when delivering food to
guest’s room.
• “ Thank you “ –
You should always use this magic phrase when allowed by guests to
go ahead with certain things.
• “ Here it is “ –
When you are presenting something to a guest, do use this phrase.
• “ Don’t mention it “ –
When receiving a compliment from guests, do not just keep silent.

3. Key points and explanation Cont.
• “ What’s the problem, sir? Can I be of assistance?” –
Always show your concern and try to help the guests.
• “ It’s all right. “ or “ That’s fine. “ –
Do not use slang like, “It’s O.K.”
• “ I am sure you’ll enjoy it “ “I hear it is very good “ –
Be honest when you recommend something you have
not tried personally.
• “ It’s been my pleasure “ –
When thanked by guests for service given, do use this
phrase in response.

4. Key points and explanation Cont.
• “ Thank you “
Whether the guest compliments you or your Hotel,
or a certain department of the Hotel, you should say
“Thank you” on behalf of the management.
• “ Is there anything else?” –
Always show your courtesy and offer help to the
guests.
• “ Have a good day!” –
This phrase it used when guests depart.

5. Room Service
The waiter knocks on the guest’s room door.
Waiter : Good morning. May I come in? I’ve
brought up breakfast from Room Service.
Guests : Please come in.
Waiter : Thank you, I have brought you a
newspaper to read at breakfast.
Guests : That’s very nice of you, Peter.
Waiter : Don’t mention (1) it, (D) Mrs. Chine.
Guests : By the way, what is the right time, please?
Waiter : By my watch, it’s already half past eight, Mr.
Chine.

6. ContGuests : Oh! It’s so late already: I should
have been up before eight o’clock.
Waiter : What’s the problem, sir? Can I be of
assistance? (E)
Guest : Certainly you can. Would you please tell me
where the Post Office is? I am afraid I have some
urgent (2) letters to mail.
Waiter : That’s simple, Mrs. Chine. You can just
leave them at the Lobby’s Mail and
Information counter. The clerks there will
surely take care of them.
Guests : Perfect! But . . . I don’t have stamps on
the letters yet!
Waiter : It’s all right. (F) The staff will see to it.

7. Cont
Guests : Very good. Ah, I heard that there is a cinema
nearby.
Waiter : It’s the Ocean Theatre you are thinking of.
Just walk toward the Star Ferry, and turn right
at the traffic lights. It’s just along the road.
Guests : I see. Is there a good film (3) on?
Waiter : Yes, an 007, “For You Eyes Only “ .
Guests : Really! I must go and see it.
Waiter : I am sure you’ll enjoy it, (G) Mrs. Chine. I
hear it is very good. (G)
Guests : Thank you, Peter. You’ve been so helpful.

8. Cont
• Waiter : It’s been my pleasure, Mrs. Chine. (H)
• Guests : You make a guest feel most welcome.
• Waiter : Thank you. (I) is there anything else?
• Guests : Nothing at the present moment.
• Waiter : Goodbye, Mrs. Chine. Have a good
day!

9. Time is Yours

10. Time is Yours