COMPETENCY - BASED LEARNING

MATERIAL

Sector
TOURISM
Qualification Title

FOOD & BEVERAGE SERVICES NCII

Unit of Competency
Provide room service

Module Title

Providing room service

 HOW TO USE THIS COMPETENCY-BASED LEARNING
MATERIALS
Welcome to the module in Providing Room Service. This module
contains training materials and activities for you to perform and complete.

The unit of competency “Provide Room Service” contains knowledge,

skills and attitudes required for FOOD AND BEVERAGE SERVICES (FBS) NC
II.

You are required to go through a series of activities in order to complete

each learning outcome of the module. In each learning outcome are Information
Sheets, Self-Checks, Task Sheets and Job Sheets. Follow these activities on
your own. If you have questions, do not hesitate to ask your facilitator for
assistance.

The goal of this course is the development of practical skills. To gain

these, you must learn basic concepts and technologies. For the most part, you
will get this information from the Information Sheets.

This module was prepared to help you achieve the required competency
in “Providing Room Services”.

This will be the source of information for you to acquire knowledge and
skills in this particular competency independently and at your own pace, with
minimum supervision or help from your instructor.

Remember to:

 Work through all information and complete the activities in each section.

 Read Information Sheets and complete the Self-Checks. Suggested

references are included to supplement the materials provided in this
module.

 Perform the Task Sheets and Job Sheets until you are confident that
your outputs conform to the Performance Criteria Checklist that follows
the sheets.

 Submit outputs of the Task Sheets and Job Sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall
serve as your portfolio during the Institutional Competency Evaluation.
When you feel confident that you have had sufficient practice, ask your
Trainer to evaluate you. The results of your assessment will be recorded
in your Progress Chart and/or Accomplishment Chart.

FBS NC II - Providing Room Services Page 2

 You must pass the Institutional Competency Evaluation for this
competency before moving to next competency. A Certificate of Achievement
will be awarded to you after passing the evaluation.

You need to complete this module before you can perform the module on
Developing and Updating Food and Beverage Knowledge.

FBS NC II - Providing Room Services Page 3

 FOOD AND BEVERAGE SERVICES (FBS) NC II
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No. Unit of Competency Module Title Code

1 Prepare the dining Preparing the dining TRS512387
room/restaurant area room/restaurant area
for service for service
2 Welcome guests and Welcoming guests and TRS512388
take food and taking food and
beverage orders beverage orders
3 Promote food and Promoting food and TRS512389
beverage products beverage products
4 Provide food and Providing food and TRS512390
beverage services beverage services
to guests to guests

5 Provide room Providing room TRS512391

service service
6 Receive and handle Receiving and TRS512392
guest concerns handling guest
concerns

FBS NC II - Providing Room Services Page 4

 MODULE CONTENT

Qualification Title : Food and Beverage Services (FBS) NC II

Unit of Competency : Provide Room Services
Module Title : Providing Room Services

Introduction:

This module deals with the skills and knowledge required to

provide room service in commercial accommodation establishments.
This role is generally undertaken by food and beverage attendants in
large establishments but may also involve front office personnel and
kitchen staff.

Learning Outcomes:

Upon completion of this module, the trainee/ student must be able to:

1. Take and process room service orders

2. Set-up trays and trolleys

3. Present room service meals and beverages to guest

4. Present room service accounts

5. Clear room service area

Assessment Criteria:

1. Appropriate training facilities/resources are prepared based on the

session requirement.
2. Learning stations are prepared and set-up according to learning
activities.
3. Tools and equipments are prepared and set-up according to learning
activities.
4. Pre-assessment instruments are prepared in accordance with the
number of learners.
5. Contents and procedures of pre-training assessment are explained
according to guidance.
6. Evidence is gathered using the assessment tools specified in the
evidence plan.
7. Evidences are evaluated and feedbacks are discussed based on the
results of the pre-training assessment.

FBS NC II - Providing Room Services Page 5

 LEARNING TAKE AND PROCESS ROOM SERVICE
OUTCOME #1 ORDERS

CONTENT:

1. Taking Room Service Orders

ASSESSMENT CRITERIA:

1. Answer telephone with proper telephone etiquettes

2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate
5. Advise clients of approximate time of delivery
6. Records service orders according to establishment’s standards
7. Promptly transfer orders in appropriate location for
preparation

CONDITIONS:
Student/ trainee must be provided with the following:
1. WORKPLACE LOCATION
2. TOOLS, ACCESSORIES AND SUPPLIES
Door Knob Menu
Telephone
Pen and Paper
3. TRAINING RESOURCES
Competency-Based Learning Materials
Audio/Video Materials

ASSESSMENT METHOD:

 Written Test
 Performance Test

FBS NC II - Providing Room Services Page 6

 LEARNING EXPERIENCES
Learning Outcome No. 1
TAKE AND PROCESS ROOM SERVICE ORDERS
Learning Activities
Read Information Sheet 3.1-1 on
Room Service Orders
Answer Self Check 3.1-1 on Room
Service Orders
View film on “How to Take Room
Service Orders”
Perform Job Sheet 3.1-1 on Take
Room Service Orders
FBS NC II - Providing Room Services
Special Instructions
Read and understand the Information
Sheet and check yourself by
answering the Self-Check 3.1-1 on
Taking Room Service Orders. You
must answer all questions correctly
before proceeding to the next activity.
Do not hesitate to ask your trainer
about the use of this module.
Observe the telephone courtesies and
other necessary information presented
in the film.
You may browse the internet for
additional information on different
room service standards per
institution, procedures in taking
orders, selling techniques, verifying
procedures, telephone
courtesy/manners, etc.
After performing the Job sheet,
evaluate your own performance using
the Performance Criteria Checklist.
Make the necessary corrections or
improvements.
Present your work to your trainer for
final evaluation and recording.
Upon completion of these activities,
you may proceed to the next LO on
Set-up Trays and Trolleys.
Page 7
 INFORMATION SHEET 3.1-1
Room Service Orders

Learning Objectives:
After reading this INFORMATION SHEET, you must be able to:
1. Define room service
2. Differentiate room service menu from door knob menu
3. Enumerate and explain the steps in taking room service orders
through telephone
4. Interpret door knob menu

In Provide Food and Beverage Services, you learned how to set-up tables
and prepare dining/restaurant area for service. You also learned how to
welcome customers, take and process orders, serve and clear food and drinks,
and close down restaurant/dining area. In this module, you will learn the skills
and knowledge required to provide room service in commercial accommodation
establishments.

ROOM SERVICE

The room service unit is tasked to attend to the delivery of food and
beverage orders to guest rooms. In big hotels, room service operates as a
separate unit, headed by a room service supervisor assisted by a captain
waiter. In small hotels, the usual practice is to incorporate room service as part
of the coffee shop operations. The coffee shop personnel are also authorized to
perform room services.

Room Service Menus

Room service menus, consisting of a la carte items are posted right in

each guestroom as reference for guests in making a selection. Orders are
usually made through the telephone and received by designated order taker.

Steps in Taking Room Service Orders Made through Telephone

Steps Procedures Rationale/Other

Information

1. Lift the receiver of the The mouthpiece should Courteous greetings said
telephone on the first be at least ½ inch from with a smiling voice will

FBS NC II - Providing Room Services Page 8

ring if possible or within
the first three (3) rings.
Check the name of the
guest and the room
number during the
interaction.
2. Take the order and
write it down in an order
slip
(triplicate copies; one
copy of the order slip
goes to the kitchen, one
for the cashier and the
last one is for the waiter)
FBS NC II - Providing Room Services
the mouth. certainly make a good
impression.
Identify room service and
greet the caller as you
say:
“Room Service, good
______. This is _________
speaking. May I know
your name and your
room number
sir/madam?”
Write down and clarify This is important to
orders as you hear them. ensure that the guest’s
preferences and
Ask the number of requirements are
orders and the guest’s followed in the
preferences regarding preparation. Thus,
the manner of complaints can be
preparation, salad avoided.
dressing, etc.
Get other serving
For eggs, whether boiled, instructions like
poached, scrambled, etc. additional butter, plates,
etc.
Whether breads should
be served toasted or Be a good salesman.
plain. Make appropriate
suggestions.
If the guest is undecided,
suggest menu specialties Offer the appropriate
or chef’s daily specials. drinks or wine that best
complement the meal.
Before closing, say “Will
that be all sir/madam?” If the items or one of the
items is out of stock,
inform the guest
immediately and suggest
an appropriate
substitute.
Page 9
3. Repeat the order.
Clarify the order as you
hear them.
Mention the order Repeating the orders
quantity and manner of helps to prevent errors
preparation. that can be sources of
complaints.
“May I repeat your order
sir/madam? You’ll have: Advise the guest of
2 orders of cornflakes approximate time of
cereals with cold milk delivery.
2 scrambled egg with
bacon
2 pancakes with
buttermilk
2 freshly squeezed
orange juice
2 orders of brewed coffee
Did I get your order right
sir/madam? Your order
will be delivered in 15
minutes. Thank you!”

4. Place the order to the Give the copy of the

kitchen. order slip to the food
checker and another one
for billing purposes.

Door Knob Menus

Many hotels make use of door knob menus for breakfast orders. Said
menu is also provided in each room and the guests fill it out with their order,
indicating the exact time they want their order to be delivered. Then they hang
it on the door knob to be picked up by room service waiters in the evening or at
about 3:00 AM. The order is then endorsed to the kitchen and prepared in
advance. It is delivered on the exact time indicated in the order form. Thus the
guests are spared from waiting for their orders especially when they are
scheduled to leave early in the morning.

1. Door knob menus are placed inside the guestrooms by room

attendants.
2. After filing out the door knob menu, guests will hang it in his door
knob to be picked up by the room service waiter.

FBS NC II - Providing Room Services Page 10

 3. Captain waiter must counter check the room number with that
indicated in the door knob menus to prevent mistakes in the
delivery of orders.
4. Collected door knob menus are to be endorsed to captain waiters
or order takers for the recording and preparation of receipts.
5. Door knob menu orders are endorsed to the waiters for the mis-en-
place preparation.
6. Captain waiters should closely monitor the service time and see to
it that the delivery of orders is done on the time requested,
especially for the door knob menu orders.

Sample Door Knob Menu

Mayumi Inn, Bar and Restaurant

DOOR KNOB MENU

Room No. _____

No. of Persons: _____
Guest’s Name:
___________________________________________________________

Time of Delivery: _________________

BREAKFAST ORDER

_____ Continental Breakfast ---------------------------------- P170.00

_____ American Breakfast ------------------------------------ P200.00
_____ Filipino Breakfast ---------------------------------------- P150.00
_____ Pancake --------------------------------------------------------- P150.00
_____Buttermilk ______ Blueberry
_____ Eggs --------------------------------------------------------------- P100.00
_____ Omelet
_____ Boiled
_____ Poached
_____Beverages ------------------------------------------------------- P100.00
_____ Brewed Coffee
_____ Decaffeinated
_____ Iced Tea
_____ Fresh Milk
_____ Soda

>>>>>>>>>>>>>PLEASE HANG THIS CARD ON YOUR

DOORKNOB TO BE COLLECTED AT 3:00 AM.<<<<<<<<

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Interpreting Door Knob Menu

After collecting the door knob menu by the room service waiters, review
and write all order in an order slip in triplicate copies.

Do not forget to write the date, guest’s name, room number and number
of persons, service time and dishes ordered together with the quantity and
themes of desired preparations.

Sample Order Slip Form

Mayumi Inn, Bar and Restaurant

ORDER SLIP FORM

Order Slip No. 005

Date : August 25, 2014
Room No. : 308
Guest’s Name : Loreto Chavez Jr.
Service Time : 6:30 AM

Quantity Items
2 Pancakes with
Blueberry
2 Egg Omelet
2 Brewed Coffee

FBS NC II - Providing Room Services Page 12

 SELF CHECK 3.1-1

Directions: Select the correct answers from the choices listed below each item.
Write the letter of your choice in your answer sheet.

1. It is the unit of a commercial accommodation establishment that is

tasked to attend to the delivery of food and beverage orders to guest
rooms.
A. Kitchen
B. Front Desk
C. Room Service Unit
D. Housekeeping Unit

2. If room service menus consist of a la carte items are posted right in each
guestroom and orders are made through telephone, where should the
door knob menus be placed after filling it out by the guest?
A. Trolley
B. Window
C. Door Knob
D. Coffee Table

3. What are the correct steps involved in taking room service orders
through telephone?

A. Answering the telephone; checking the name of the guest and the
room number; taking the order; repeating the order and placing
the order to the kitchen.
B. Answering the telephone; checking the name of the guest and the
room number; taking the order; repeating the order and placing
the order to the information desk.
C. Answering the questions; checking the answers of the guest and
the room number; taking the order; repeating the order and
placing the order to the kitchen.
D. Placing the order to the kitchen; checking the name of the guest
and the room number; Taking the order; repeating the order and
answering the telephone on the first ring if possible.

4. What is the reason behind repeating the orders to the guests?

A. To be a good salesman
B. To make a good impression
C. To provide the kitchen, the cashier and the waiter their own copy
D. To clarify the guests’ order and prevent errors that can be sources
of complaints

FBS NC II - Providing Room Services Page 13

5. What are the important details that should be indicated in the order slip
when interpreting door knob menu?
A. Date, guest’s name, number of persons and room number
B. Quantity and themes of desired preparations
C. Service time and dishes ordered
D. All of the above

FBS NC II - Providing Room Services Page 14

 ANSWER KEY 3.1-1

1. C
2. C
3. A
4. D
5. D

FBS NC II - Providing Room Services Page 15

 JOB SHEET 3.1-1

Title:
Take Room Service Orders

Performance Objective:

Given the needed materials and a partner, you should be able to take
room service orders according to establishment’s standards.

Time Allotment: 2 hours

Supplies/Materials:
CBLM
Telephone
Room Service Menu
Pen and paper

Steps:

1. Work on a script following the steps in taking room service orders,

2. Rehearse the script that you created.
3. If you feel that you are confident enough, call the attention of your
trainer for your demonstration.
4. Switch your roles after and demonstrate again.

Assessment Method:
Demonstration using Performance Criteria Checklist

FBS NC II - Providing Room Services Page 16

 Performance Criteria Checklist 3.1-1

Criteria Yes No
Did you . . .

Answer the telephone with proper telephone etiquettes?

Check the name of the customer during interaction?

Clarify, repeat and check the details accurately?

Use selling techniques when appropriate?

Advise the clients of approximate time of delivery?

Record the service orders according to establishment’s

standards?

Promptly transfer the orders in appropriate location for

preparation?

FBS NC II - Providing Room Services Page 17