17 Aug What did Rick (Order Taker) do wrong during the order process?
SCENARIO: IN-ROOM DINING ORDER TAKING
This is an interaction between Rick, the room service order taker and a hotel guest, who is complaining about his order.
Order Taker: In-Room Dining this is Rick, how may I help you?
Guest: Yes, I ordered room service about 45 minutes ago, and I am wondering when I’ll get it here.
Order Taker: Oh!, is it scrambled eggs with a white toast?
Guest: No, this is Mr.Roberts, but that is what I have ordered.
Order Taker: Oh!, I am sorry for the delay, but you hang up before I get your name and room number.
Guest: Mmmhhhhmmm………..
Order Taker: Listen, your order is all set, I’ll be there soon. Thank you Mr.Guest.
Rick, the order taker went to the kitchen to pickup the order.
Order Taker: Chef, the guest’s name is Mr.Roberts, give me his order right away.
Chef: What is the room number?
Order Taker: Hmmmm……..
Instructions:
- Read the scenario above and answer the following questions:
- What did Rick (Order Taker) do wrong during the order process?
- How can you prevent his mistake?
