In my previous role, I encountered a guest who was extremely upset because their room service order was delayed. I immediately apologized for the inconvenience and offered a complimentary dessert to make up for the delay. I then personally checked on the status of their order and kept them updated every few minutes until it was delivered. By maintaining a calm and empathetic demeanor, I was able to turn a potentially negative experience into a positive one, and the guest left a glowing review.

I prioritize tasks based on urgency and guest needs. For example, if a guest has a medical condition and requires immediate assistance, that takes precedence. I also consider the time sensitivity of the orders; breakfast orders for early risers are prioritized over late-night orders. I use a checklist to ensure nothing is overlooked and communicate effectively with the kitchen and delivery staff to coordinate timely service.

To ensure accuracy, I always double-check the order details with the guest before placing it in the system. I also use a standardized order form that highlights special requests or dietary restrictions. During peak times, I may assign a secondary team member to cross-check orders before they are sent to the kitchen. Finally, I follow up with guests after delivery to confirm their satisfaction and address any discrepancies immediately.

When a guest requests an unavailable item, I first apologize for the inconvenience and explain the situation clearly. I then offer alternative options that are similar in taste or nutritional value. If the guest is still unsatisfied, I escalate the request to the chef to see if any creative substitutions can be made. My goal is to ensure the guest feels heard and satisfied, even if their initial request cannot be fulfilled.

Maintaining cleanliness and hygiene is paramount in room service. I ensure that all serving trays, utensils, and dishes are thoroughly cleaned and sanitized before use. I also wear gloves during food handling and delivery to prevent contamination. Additionally, I follow the hotel's specific guidelines for food storage and preparation areas to maintain a high standard of cleanliness. Regular training on hygiene practices is also a part of my routine to stay updated on best practices.