FBS ROOM SERVICE

Why is it important for Alex to ask for the guest’s name and room number before taking the order?

• To ensure the order is recorded under the correct guest
  
  

• To check if the guest has paid for their stay
  
  

• To verify if the guest is eligible for a discount

• To confirm if the guest has already placed an order

The guest asks, "Do you have anything to offer?" How should Alex respond?

• "Sorry, we only have a few items available."

• "Please check our menu in your room."

• "Ma’am, our menu composes of American breakfast, continental breakfast, and Filipino breakfast. We also have juice, coffee, and tea for beverages."
  
  

• "We are currently out of stock for breakfast items."

Sofia Lee orders "Filipino breakfast, I'll go for tapsilog and coffee as my beverage." What should Alex do next?

• Ask if she wants any additional food items

• Repeat the order to confirm accuracy
  
  

• End the call immediately after taking the order

• Ask her to check the menu again

If the guest had requested an extra order of coffee, what should Alex do?

• Ignore the request since it wasn’t part of the original menu

• Politely take note of the request and confirm it when repeating the order

• Tell the guest that only one coffee is allowed per meal

• Say that additional items require a separate order

Which of the following is the best way for Alex to end the conversation?

• "Okay, bye!"
  
  

• "Your order is on the way. Hope you enjoy it."
  
  

• "Certainly ma’am, your orders will be delivered to your room in 30 minutes. Enjoy your meal!"
  
  

• "Your order is placed, don’t call again."

A guest calls for room service but speaks very fast, making it hard to understand the order. What should the receptionist do?

• Ask the guest to repeat the order politely.

• Guess what the guest wants and place the order.

• Tell the guest to slow down rudely.

• Hang up and wait for them to call again.

If Alex accidentally mentioned the wrong room number when confirming the order, what should they do?

•  Apologize and immediately correct the mistake.
  
  

• Ignore it and continue

• Hang up and hope the guest calls back.

• Guess the correct room number.

A guest calls for breakfast service, but there is a lot of background noise. What should the receptionist do?

• Politely ask the guest to repeat the order and confirm details clearly.

• Hang up the call and wait for them to call back.

• Shout to make sure they hear

• Write down whatever is heard and hope it’s correct

A guest complains that their order is taking too long. What is the best response?

• 
  a.  Apologize for the delay and provide an updated estimated delivery time.
  
  

• Tell them it’s not your problem

• Ignore the complaint.

• Blame the kitchen staff.

A guest calls for room service but speaks very fast, making it hard to understand the order. What should the receptionist do?

• Ask the guest to repeat the order politely.

• Guess what the guest wants and place the order.
  
  

• Tell the guest to slow down rudely.

• hang up and wait for them to call again.