The precise telephone procedure used to take room service orders can vary from hotel to hotel. This is because some hotels may operate a room service department staffed by room service attendants at all times. In the hotel where the demand for room service is not very high, a restaurant waiter may be required to take and process room service orders.

In cases where there is a room service department, the room service orders may come via a telephone or in house intranet order, which may or may not feature a room identification feature.

When answering this type of telephone the greeting could be similar to the following:

• Good morning, Room Service, Van speaking, may I have your room number, please?” or;
• “Good afternoon, River Hotel Room Service, Mai speaking, how may I help you?”

In cases where waiters may take and process room service orders, waiters may even deliver the order to the room. 

When answering a telephone that is linked to the main restaurant operations, and not solely used for room service orders, the waiter may use a type of greeting that is similar to one of the following:

• “Good evening, Raffles Restaurant, Jackie speaking.” or;
• “Good morning, Turtle Restaurant, how may I help you?”

Whatever the greeting, it must be in accordance with the following guidelines:

• Always answer the telephone promptly on the 2nd or 3rd ring
• Identify yourself and the department
• Always be courteous, guests may be tired or unsure of the procedure
• Always answer the telephone in accordance with hotel policies. Your supervisor will have
• Always be happy to help
• Always use the standard greeting, being consistent with other colleagues and in line with the
• hotel procedures
• Try to smile when speaking, as a smile can be heard in the voice.

As soon as you have delivered the appropriate telephone greeting, you should ask for the customer’s name and room number. This information will be either written onto the docket or punched into the cash register. From the moment you receive the customer’s name, you should use it as much as possible during the conversation.

Examples:

• “Yes, we do, Ms. Zhang The chef makes a wonderful noodle soup.”
• “Please hold the line, Mr. Pham. I’ll just check with the chef to see if the Seafood dish can be served without the sauce.”
• "Can I just confirm your order, Mr. Ly? That will be three dozen natural oysters, three serves of pork ribs and you will be calling back later with a dessert order, if required.”

By using the customer’s name, you provide personalized service. Be guided by hotel policy and procedure about the use of Titles and first names of guests. Customers like to be known, though not all on a first-name basis so it’s best to keep the conversation on a “Mr”, “Ms” or “Mrs” level, until the customer has become a regular and it would be deemed appropriate to speak on a first name basis (or until they specifically request it). It is common in Four- and five-star hotels to maintain a formal approach, always using a title and surname.

Source: https://www.ajar.id/en/post/how-to-take-guest-order-for-room-service retrieved February 10, 2021