D1.HBS.CL5.

13
PROVIDE ROOM SERVICE

Subject Elements

 Take and process room service orders

 Prepare for room service
 Prepare for room service
 Present room service accounts
 Clear room service
 Maintain readiness of room service

Assessment
Assessment for this unit may include:

 Oral questions
 Written questions
 Work projects
 Observation of practical skills
 Practical exercises

Element 1: Take and process room service orders

Room Service
Definition
The provision of food and beverage service in a guest room or suite
Other names - In-room dining, in-suite dining

Room Service
The problems of running a room service section
Why do Hotels offer room service?

Organisational Chart
Food & BeverageManager
Room Service Manager
Shift Supervisors or Captains
Minibar
restockers
Orders received
Night Shift service
Waiters &
Chef
Service Staff,
Waiters & Chefs

Room Service Staff

Skills of the room service staff:

 Discretion
 Diplomacy
 Honesty
 Perception
 Ability to communicate
  Local knowledge
 Skills

Types of room service available

24 hour room service
Breakfast only
“Do it yourself” Breakfast
Tea and Coffee making facilities
Meal period service only
A limited service, ordered through the Restaurant
Mini Bar

Taking Orders and Recording them

How a guest orders room service:

 Written
 Phone
 Computer system

Selling

 Increased sales can be achieved through the use of selling techniques

 Suggestive selling [food knowledge] promote specials, suggest extras such as salads or desserts

Confirming the order

  Check the name and room number are correct
 Clarify details, the number of serves, where is service taking place, what the order is and what equipment is needed
 Advise guests on dietary needs, if food items have peanuts or meat stock or other items which may cause allergies
 Confirm timing and delivery instructions

Recording the order

 Enter the order into the Hotel’s system

o Accuracy
o Information needed

An Order form should have

 Date/Docket Number
 Name/Room number
 Time of order
 Time of delivery
 Location of delivery
 Special Requests
 What was ordered
 Any extras special requirements
 Who took the order

Pre orders
Door Knob menus are designed for the guest to complete and also include ancillary needs as well as time and location
Door Knob menus need to be collected and collated

Order distribution
Distribute the order to the service areas for preparation
  Kitchen
o Main Kitchen
o Cold larder
o Dessert
o Bakery
 Wine store
 Bar
 Room service dry store
 Equipment store
 Ancillary store

Element 2: Prepare for room service

Prepare for room service

For the room service area to function successfully, the area must be set up and equipped with the necessary food and
beverage items

 Portion Pack items

o Food
o Beverage
 Loose stores, coffee beans, bread rolls
 Dairy items

Prepare room service equipment

Distribution system
for multi – tray
trolleys

 Tray covers
 Cutlery
 Crockery
 Glassware
 Beverage service pots etc
 Room Service Trolley
Set up trays and trolleys
The equipment found on individual trays should match the needs of the particular order.
Basic set up for dinner
vase
Butter
Bread
condiments
Ice Bucket
glass

Preparation and setup

When checking equipment for Room Service, check that it is not:

 Damaged
 Unclean
 Unsafe

Collecting the food and beverage order

 Check the item against the guests order

 Hot food in a heated container
 Cold food in a cold container
 Check any special requests
 Visual check

Element 3: Provide room service

Delivery of the order
When positioning items on the tray:

 Weight
 Height
 Balance
 Overcrowding
 Temperature
 Consider the location of hot items

Delivery of the order

 Check delivery route

 Timing
 Care to preserve the appearance

Entry into Guest room

 Knock and announce “Room Service”

 Hotel policy will dictate actions if theguest doesn’t answer
 Verbal contact with guest social dialogue

Entry into Guest room

 Position tray or trolley in normal place

 There is usually a standard position in the room to place the tray but the guest may want it somewhere else
 Re arrange furniture
Position the tray or trolley

 Set the order

 Explain the Items to the guest
 Confirm special requests
 Equipment usage e.g. hot box

Serve the order

Food service:

 Maintain Restaurant standard

 Assemble dishes, add garnishes
 Explain where the tray is to be placed when the guest has finished with it

Serve the order

Beverage service:

 Tall Bar
 Open and pour wine
 Hot Beverages

Element 4: Present Room service accounts

Room service accounts

Method of payment

 Account documentation

Information included

 Room number
 Name
 Account type
 Delivery time /date
 List of items plus cost
 Total cost
 Receipt of order and method of payment

Room service accounts

Presenting the room service account

 Presenting the account

 Asking the guest to sign and confirm
 Payment options

Process room service payment

 Charge to Room account

 Cash
 Credit card or debit card
 Vouchers

Element 5: Clear Room Service

Remove the trays

 On request of guest
 During floor check
 Notification from other departments
 Check all items are returned

Clear room service

Return trays, trolleys and service items

 Unpacking the used items

 Remove disposable rubbish
 Distribute items to cleaning stations
 Store trays and trolleys

Ancillary duties
Room Service interaction with other departments.

 Housekeeping
 Porter
 Security
 Maintenance

Element 6: Maintain readiness of Room Service

Maintain readiness of Room Service

Cleaning Room Service Trolleys

 Cleaning process for trolleys

Hot Boxes

 Storage of Trolleys
 Maintenance of trolleys

Maintain readiness of Room Service

 Cleaning Crockery and Cutlery and all other items used in Room Service
 Cleaning Procedure

Maintain readiness of Room Service

 Re stocking Items
o Equipment
o Stationery
o Linen
o Food and Beverage Items

Conclusion
Room service is an important part of providing a guest with service of food and beverage in their accommodation suite and
creating a special experience for a guest.
In this unit we have explored all the steps involved in:

 Taking and processing room service orders

 Preparing trays ,trolleys and basic food and beverage items for room service
 The transport of trays and trolleys to guest rooms
 How to process and present room service accounts
 Procedures for clearing room services items and the extra duties that may occur in conjunction with clearing
 How to maintain readiness in the room service area for service