CBLM FBS 3 Provide Room Service

COMPETENCY BASED LEARNING
MATERIAL
Sector:
Tourism
Qualification:
Food and Beverage Services NC II
Unit of Competency:
PROVIDE ROOM SERVICE
Module Title:
PROVIDING ROOM SERVICE
CMV TECHNICAL INSTITUTE

ALAMINOS CITY, PANGASINAN
Date Developed: Document No.

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HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the competency based curriculum wherein you utilize the

module containing training materials and activities for you to complete.
The unit of competency “Provide Room Service” with the module title
“Providing Room Service” contains the knowledge, skills and attitudes you
are to gain so as to qualify for National Certificate Level II in Food and
Beverage Services.
You are required to go through a series of learning activities in order

to complete each learning outcome of the module. In each learning outcome
are Information sheets to help you understand the required activities. Follow
the activities on your own and answer the self –check at the end of each
learning outcome. You may remove a blank answer sheet at the end of each
module or get one from your facilitator/trainer to write your answers for
each self-check. If you have questions, don’t hesitate to ask your facilitator
to ask for assistance.
Recognition of Prior Learning (RPL)
You may already have some or most of the knowledge and skills
covered in this learner’s guide because you have:
 Been working for some time
 Already completed training in this area
If you can demonstrate to your trainer that you are already competent
in a particular skill or skills, talk to him/ her about having them formally
recognized so you don’t have to do the same training again. If you have a
qualification of Certificate of Competency from previous trainings, show it to
your trainer. If the skills you acquired are still current and relevant to the
unit/ s of competency they may become part of the evidence you can
present for RPL. If you are not sure about the currency of your skills,
discuss this with your trainer.
This module was prepared to help you achieve required competency in

providing link between kitchen and service area. It will also enhance your
skills in handling and checking of service wares and in carrying plates/trays
according to hotel’s standard. This will be the source of information for you
to acquire knowledge and skills in this particular trade independently and at
your own pace, with minimum supervision or help from your instructor.

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 Talk to your trainer and agree on how you will both
organize the training of this unit. Read through the
module carefully. It is divided into sections, which covers
all skills, and knowledge you need to successfully
complete this module.
 Work through all the information and complete the
activities in each section. Read information sheets and
complete the self-check. Suggested references are
included to supplement the materials provided in this
module.
 Probably your trainer will also be your supervisor or
manager. He/ she is there to support you and show you
the correct way to do things.
 Your trainer will tell you about the important things you
need to consider when completing activities and is
important that you listen and take notes.
 You will be given plenty of opportunities to ask questions
and practice on the lob. Make sure you practice your new
skills during regular work shifts. This way you will
improve both your speed and memory and also your
confidence.
 Talk to more experience work mates and ask for their
guidance.
 Use the self-check questions at the end of each section to
test your progress.
 When you are ready, ask your trainer to watch you
perform the activities outlined in this module.
 As you work through the activities, ask for written
feedback on your progress. Your trainer keeps feedback/
pre-assessment reports for this reason. When you have
successfully completed each element, ask your trainer to
mark on the reports that you are ready fro assessment.
 When you have completed this module (or several
modules) and feel confident that you have sufficient
practice, your trainer will arrange an appointment with
registered assessor to assess you. The results of your
assessment will be recorded in your competency
Achievement Record.

Food and Issued by:
Beverage Services
NC II
Provide Room
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LIST OF COMPETENCIES
NO. UNIT OF CORE MODULE TITLE CODE

COMPETENCY
1 Provide a Link Between Providing a Link Between TRS512316

Kitchen and Service Area Kitchen and Service Area
2 Provide Food and Providing Food and TRS512317

Beverage Service Beverage Service
3 Provide Room Service Providing Room Service TRS51231

8
4 Develop and Update Developing and Updating TRS512321

Industry Knowledge Industry Knowledge
MODULE CONTENT
QUALIFICATION : FOOD AND BEVERAGE SERVICE NC II

Food and Issued by:
Beverage Services
NC II
Provide Room
Service
UNIT OF COMPETENCY : Provide Room Service
MODULE TITLE : Providing Room Service
INTRODUCTION :
This module deals with the knowledge, skills and attitude required to
provide room service in commercial accommodation establishments. It
covers taking and processing room service orders, setting up trays and
trolleys, presenting room service meals and beverages to guest, presenting
room service account and clearing room service area. This role is generally
undertaken by food and beverage attendants in large establishments but
may also involve front office personnel and kitchen staff.
NOMINAL DURATION : 90 Hrs.
CERTIFICATE LEVEL : NC II
SUMMARY OF LEARNING OUTCOMES:
LO 1. Take and process room service orders
LO 2. Set-up trays and trolleys
LO 3. Present room service meals and beverages to guest
LO 4. Present room service accounts
LO 5. Clear room service area
ASSESSMENT CRITERIA:
 Answer telephone with proper telephone etiquettes

 Check name of customer during interaction

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 Clarifies, repeat and checks details accurately
 Uses selling techniques when appropriate
 Advise clients of approximate time of delivery
 Records service orders according to establishment’s standards
 Interprets room service orders received from doorknob dockets
 Promptly transfer orders in appropriate location for preparation
 Prepare food and beverage items in accordance to establishment
standards
 Prepare general service equipments according to establishment
standards
 Set up trolleys and trays for variety of meals in accordance to set-up
presentation and establishment standards
 Selects and checks equipment and materials for cleanliness and
damages
 Food and beverages are promptly collected based on establishment
procedures
 Checks orders before leaving the kitchen for delivery
 Knocks guest’s room courteously
 Greets guest upon entry of the room in accordance to establishment’
standards
 Consults guest as to where the tray is laid or where to position trolley
inside the room
 Check guest account accurately
 Presents account in accordance to establishments’ procedures
 Presents cash payment to cashier for processing in accordance to
establishments’ guidelines
 Presents charge accounts to guest for signing based on
establishments’ procedures
 Checks and clear floors in accordance with establishment’s policy and
guidelines
 Returns trays and trolleys to the room service in accordance to
company procedures
 Re-stocks food and beverage and equipments in accordance to
establishment’s policy
Pre-requisite:
To complete this module , you must have the competency in following the
standard operating procedures in handling the different utensils used in

Food and Issued by:
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food and beverage services . If you still lack this competence meet your
trainer to determine what method you will use to gain such skill.
COMPETENCY SUMMARY
LO1 Take and process room service orders.
Assessment Criteria
1.1 Answer telephone with proper telephone etiquettes
1.2 Check the name of the customer during interaction
1.3 Clarify, clear and check details accurately.
1.4 Uses selling techniques when appropriate.
1.5 Advise clients of approximate time of delivery.
1.6 Record service orders according to establishments standards.
1.7 Interpret room service orders received from doorknob dockets.
1.8 Promptly transfer orders in appropriate location for preparation.
LO2 Set up trays and trolleys
Assessment Criteria
2.1 Prepare food and beverage items in accordance to establishment’s
standards.
2.2Prepare general service equipments according to establishment’s
2.3 Set up trolleys and trays for a variety of meals in accordance to set
up presentation and establishment’s standards.
2.4 Select and check equipment and materials for cleanliness and
damages.
2.5 Food and beverages are promptly collected based on
establishment’s procedures
2.6 Check orders before leaving the kitchen.
LO3 Present room service meals and beverages to guests
Assessment Criteria
3.1 Knock guest’s room courteously.
3.2 Greet the guest upon entry of the room in accordance to
establishment’s standards.

Food and Issued by:
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3.3 Consult guests as where the tray is laid or wherein to position the
trolley inside the room.
LO4 Present room service accounts
Assessment Criteria
4.1 Check guest account accurately
4.2 Present accounts in accordance to establishment’s procedures.
4.3Present cash payment to cashier for processing in accordance to
establishment’s guidelines
4.4 Present charge accounts to guests for signing based on
establishment’s procedures.
LO5 Clear room service area
Assessment Criteria
5.1 Check and clear floors in accordance with establishment’s policy
and guidelines.
5.2 Return trays and trolleys to the room service in accordance to
company procedures.
5.3 Re-stock food and beverage and equipment in accordance to
LEARNING OUTCOME # 1 TAKE AND PROCESS ROOM

SERVICE ORDERS
CONTENTS:

Food and Issued by:
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Taking room service orders
Room service equipment, tools, and utensils.
Interpreting door knob menu
Taking orders through telephone
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. Interprets room service orders received from doorknob dockets
8. Promptly transfer orders in appropriate location for preparation
CONDITIONS:
Students/Trainees must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
• Telephone
3. TOOLS, ACCESSORIES AND SUPPLIES
• Pen and paper
• Guidelines Instructions
4. TRAINING MATERIALS
• Learning Packages
ASSESSMENT METHODS:
1. Demonstration
2. Interview
3. Portfolio
4. Written Test
Learning Experiences
TAKE AND PROCESS ROOM SERVICE ORDERS

Food and Issued by:
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Learning Activities Special Instructions
1. Read Information Sheet

3.1-1 on identifying and
preparing room service
equipment, tools, and
supplies.
2. Answer Self-Check 3.1- Compare your answers with the answer key.
1
3.Read Information Sheet
3.1-2 on types of set up
4.Answer Self-Check 3.2-1 Compare your answers with the answer key.
5.Read Information Sheet
3.1-3 on interpreting door
knob menu
6.Answer self-check 3.2-3 Compare your answers with the answer key
7.Perform Task Sheet Evaluate your own work using the
3.1-1 Performance criteria
Interpret door knob
Present your work to your trainer for
evaluation
Keep a copy of your work for the next

activities
8.Read Information
Sheet 3.1-4 on taking
Room service orders .
9.Answer Self-Check 3.1-4 Compare your answers with the answer key.
10.Perform Task/ Job Evaluate your own work using the
Sheet 3.1-2 Performance criteria
Take room service order
evaluation

activities

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INFORMATION SHEET 3.1-1
Room Service Equipment Tools and Supplies
Learning Objective/s: After reading this INFORMATION SHEET, YOU

MUST be able to identify, prepare and check the cleanliness and
stability of the general room service equipment for use.
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Quality service requires the use of appropriate service equipment and
utensils, thus preparation is needed to ensure cleanliness and stability for
guests’ satisfaction.
ROOM SERVICE EQUIPMENT TOOLS AND SUPPLIES
ROOM SERVICE TROLLEYS

It is used when several orders are to be served
such that a tray will not be enough to hold the
orders.
TRAYS
Varying sizes are used depending on the
volume of orders to be delivered.
ROOM SERVICE FOLDING TABLES

Used in lieu of trolleys where room service
orders can be set up and served
TRAY TROLLEY
This trolley is commonly used in hospitals and
other areas where several trays of orders are to
be served simultaneously to several
individuals. It will save a lot of time if the foods
are in trays and trolleys as they can be served
all at one time.

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ROOM SERVICE MENU
List of dishes placed at the guests’ room
BILL FOLDER
Used for placing bills
BREAD BASKET
Used for serving bread during breakfast
PLATE COVER
A cover for food order as protection from dust
and other contamination
Here are some standards to be observed:

1. All items in the station are clean and in good condition- sanitized, wiped dry,
and free of spots or water marks.
2. Tables and chairs are in their proper position; not shaky or damaged.
3. There are no chipped or broken glasses. Wipe the rim and base; make
sure that hands do not leave finger marks on the glass.
4. There are no damaged china wares and cutleries. Wipe the rim of the
plates, mouth of the spoon, tines of the fork, and blades of knife and
make sure that all surfaces are dry.

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5. Linen is fresh, clean and without spots or stains and not wrinkled.
6. Room service trays and trolleys must be also clean, dry and
functional.

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SELF-CHECK 3.1-1
Instruction: Match items in column A with those of column B. Write your

answer on a separate sheet of paper.
Column A Column B
1. Bread Basket a. used to protect the food from contamination
2. Bill Folder b. contains the list of dishes for the selection of
guest
3. Folding Table c. used in serving only a handful of food or drinks
4. Menu d. serves as container for bread
5. Plate Cover e. used in serving several orders
6. Service Tray f. used for placing bills
7. Service Trolley g. used where several trays of orders to served
8. Tray Trolley h. used in lieu of trolley where orders can be set-

up and served
i. serves as container for drinks
j. used for scooping dessert

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ANSWER TO SELFCHECK
1. d
2. f
3. h
4. b
5. a
6. c
7. g
8. e

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Types of Set-Up

MUST be able to identify and set-up (depending on meal period) trays
and trolleys in accordance with hotel standards.
Make sure the tray or trolley has a complete set-up to include:

 Sidings, garnish and accompaniments (if required)
 Cover for the food
 Napkin
 Water with glass cover
 Condiments – catsup, salt & pepper, etc (if required)
 Others
TYPES OF SET-UP
1. For breakfast, lunch and dinner, a regular room service tray or trolley
should be covered with a clean cloth. The necessary service materials
are placed thereon. Double check every item placed on thy tray and
makes sure it is clean and well polished.
For Breakfast, the following items are necessary;
One piece for each of the following:

- Breakfast Plate
- Warm Cup ( kept in warmer until ready for service )
- Spoon for the jam or marmalade
- Glass for iced water (should be filled, only ¾ full so water
will not spill while being carried)
- Salt and pepper in shaker
- Coffee, sugar and cream in sachet
- Napkin
- Dessert Plate
- Cup and Saucer
For Lunch, the following items are necessary;

- Plates
1. Bread Plate
2. Soup Bowl
3. Salad Plate
4. Dinner Plate
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5. Dessert Plate/Bowl
- Silverwares
1. Bread Knife
2. Soup Spoon
3. Salad Fork and Knife
4. Dinner Fork and Knife
5. Dessert Spoon and Fork
- Glass for Red wine and White wine (if it is ordered)
- Salt and pepper in shaker
- Napkin
For Dinner, the following items are necessary;

- Plates
1. Bread Plate
2. Soup Bowl
3. Salad Plate
4. Dinner Plate
- Silverwares
1. Bread Knife
2. Soup Spoon
- Warm Cup ( kept in warmer until ready for service )
will not split while being carried)
- Glass for Red wine and White wine (if it is ordered)
- Salt and Pepper in shaker
- Coffee, Tea, Sugar and Cream in sachet
- Napkin
- Cup and Saucer
2. For snacks, a room service tray or trolley depends on the order which
should be covered with a clean cloth. The necessary service materials
are placed thereon. Double check every item placed on the tray and
makes sure it is clean and well polished.
For Snacks, the following items are necessary;

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- Plates (depends on order)
1. Bread Plate
2. Soup Bowl
3. Salad Plate
4. Dinner Plate
- Silverwares (depends on order)
1. Bread Knife
2. Soup Spoon
- Salt and Pepper in shaker
- Napkin
3. Beverage must be prepared as ordered.

- Tea/coffee must be served with a pot of hot water.
- Chocolate is usually placed in a pot with cover and with
large creamer or 4 ounces of hot milk.

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SELF-CHECK 3.1-2
Enumeration: List down at least 5 service wares that are use for the following
types of meal. Write your answer on a separate sheet of paper.
1.
2.
Breakfast 3.
4.
5.
1.
2.
Lunch 3.
4.
5.
1.
2.
Dinner 3.
4.
5.

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ANSWER KEY 3.1-2
Breakfast
1. Napkin
2. Dessert Plate
3. Cup and Saucer
4. Breakfast Plate
5. Spoon for the jam or marmalade
Lunch
1. Soup Bowl
2. Bread Knife
3. Glass for ice water
4. Napkin
5. Salt and pepper shaker
Dinner
1. Glass for red wine

2. Warm cup
3. Bread knife
4. Cup and saucer
5. Napkin

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Interpret Door Knob
MUST be able to interpret correctly (time, quantity of orders, meals
specification, room number, etc.) room service order if information is
right.
In providing food service in a room service, it is different. Orders are

taken through door knob or telephone and then served on the specified time
given.
Door knob menu is a menu hanged at the knob of the door.
Room service menus, consisting of a la carte items are posted right in
each guest room as a reference for the guest in making his selection. Orders
are usually made through the telephone and received by the designated
order taker.
Once the door knob menu is filled out, it is hanged at the door knob
for the waiter to pick it up and to be delivered at the kitchen so the food will
be delivered at the specified time.
Remember, you have to check what is written on the form and, of
course, you have to prepare the same.

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HERE IS A SAMPLE OF A DOOR KNOB MENU:
Door
Knob
Menu
Room No.: _____________ No. of
Persons: ________
Guest’s Name:
____________________________________________
Time of Delivery:
__________________________________________
Breakfast Order
o Continental Breakfast P 200.00
o American Break fast P 150.00
o Pilipino Breakfast P 100.00
o Pan cake P 75.00
o Oats P 75.00
o Others___________________________
Guest’s signature ____________
Please hang this order on your door knob for pick up
In getting orders through telephone you must be able to get all the
information needed accurately. These are the name of the guest, room
number, time of delivery, food orders and its respective ways of preparation
and the process of settling the bill.
It is advised to follow the standard operating procedure which is the
repetition of order to make sure that all complaints will be avoided.
Here is a sample of a Telephone Conversation:
Kring… Kring… Kring
Room Service Personnel: Room Service Department, Good Morning! May

I Know who’s in the line please?
Guest: This Mr. Allison Romano from Room 143, can I make an order for
my breakfast?
Room Service Personnel: Yes Sir Romano, what do you want for your
breakfast?
Guest: I want TAPSILOG for my breakfast, a cup of coffee and 3 slice of

bread.
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Room Service Personnel: Yes sir! What do you want for your bread sir, do
you want to toast it, or just only a plain one.
Guest: Would you mind to toast it with a little butter on it.
Room Service Personnel: Yes Sir Allison, Is there anything else sir?
Guest: Nothing that’s all.
Room Service Personnel: Sir may I know if what time shall I deliver your
order?
Guest: Please deliver at exactly 6:00 o’clock this morning.
Room Service Personnel: Yes sir! Sir Romano can I repeat your order for
your clarification and correction?
Guest: Yes you may.
Room Service Personnel: Sir you have ordered the following food items
for your breakfast, 1 TAPSILOG, 1 cup of coffee and 3 slices of bread,
which will be delivered at exactly 6:00 o’clock this morning at Room 143.
Did I get it right sir?
Guest: Yes, you get it right.
Room Service Personnel: Is there anything else sir?
Guest: Nothing else.
Room Service Personnel: Yes sir thank you for calling!
Guest: Ok bye!
Room Service Personnel: Bye Sir!

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SELF-CHECK 3.1-3
Enumeration:
1. What comprises door knob menus?
2. In getting orders through the telephone what are the information

needed?

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ANSWER KEY 3.1-3
1. Room service menus, consisting of a la carte items.
2. In getting orders through telephone you must be able to get all the
information , these are the name of the guest, room number, time of
delivery, food orders and its respective ways of preparation and the
process of settling the bill.

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TASK SHEET 3.1-1
Title: Interpret door knob

Given the appropriate tools and materials,
Performance
demonstrate to the head how to interpret
Objective:
different door knob menu.
Equipment : Door knob menus, Tables and Chairs
Steps/Procedure:
1. Gather door knob menu.
2. Check the door knob menu individually.
3. Interpret the door knob menu.
Assessment Method:
Performance Criteria Checklist

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Performance Criteria Checklist for
Task Sheet 3.1-1
Trainee’s Name__________________________ Date ________________
Criteria YES NO
1. Are the door knob menu checked promptly and

properly?
2. Are the door knob menu interpreted accurately?
3. Are the list of orders out of the items clearly created

from the door knob menu

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Taking Room Service Orders

MUST be able to take room service order through the telephone
properly and effectively.
In answering and getting the guest’s order through the phone, you
should be courteous in answering telephone calls because this gives a good
impression to the establishment and the staff as well and it shows that the
calls are welcome.
It is not enough to memorize the steps in answering telephone calls. It

is of equal importance to actually practice or perform the task.
TAKING ROOM SERVICE ORDERS
Rationale/
Steps Procedure
Other Information
1. Lift the receiver on The mouthpiece Courteous greetings
the first ring, if should be at least ½ express with smiling
possible. inch from the mouth. voice will certainly
make a good
Identify Room Service impression.
and greet the caller as
you say:
“Room Service, good __

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This is ___ speaking.
May I help you?”
2.Take the order and Write down and clarify This is important to
write it down in an orders as you hear ensure that guest’s
order slip (triplicate them. Ask the number preferences and
copies) of orders and the requirements are
guest’s preferences followed in the
(one copy of the order regarding the manner preparation. Thus,
slips goes to the of preparation like complaints can be
kitchen, one for the salad dressing, etc. avoided.
cashier and the last
one is for the waiter) For eggs - whether Get other serving
boiled poached, instructions like
scrambled, etc. additional butter, etc.
For steaks - whether Be a good salesman.

rare medium rare, Make appropriate
well-done. suggestions.
Whether bread be Offer the appropriate

served toasted or drinks or wine that
plain. best complement the
meal.
Preferred salad
dressing, French, If the item is out of
Vinaigrette or stock, Inform the
Thousand Islands. guest immediately and
suggest an appropriate
If the guest is substitute.
undecided, Suggest
menu specialties or
chefs daily specials.
Before closing say,

“Will that be all
Sir/Madam”
3. Repeat the order. Mention the order, Repeating the order
quantity and manner helps prevent errors
of preparation. that can be a source of
complaints.

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SELF-CHECK 3.1-4
Rating sheet for Written/Oral Questioning
QUESTIONS: Satisfactory
Response
YES NO
The candidate should answer the following questions:
1. What are the procedures for taking a room
service order?
2. What is room service?
3. Why should room service staff use guest’s
name when speaking to them?

The candidate underpinning knowledge was:
Satisfactory Not Satisfactory
Feedback to candidate:
Candidate’s Name: Date:

Instructor’s Name: Date:
ANSWER KEY 3.1-4

1. Steps in taking room service orders through the telephone
A. Lift the receiver on the first ring, if possible.
 The mouthpiece should be at least ½ inch from the mouth
 Make courteous greetings express with smiling voice will certainly
make a good impression.
B. Take the order and write it down in an order slip (triplicate copies)

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(one copy of the order slips goes to the kitchen, one for the cashier and the
last one is for the waiter)
 Write down and clarify orders as you hear them. Ask the number of
orders and the guest’s preferences regarding the manner of
preparation like salad dressing, etc.
 This is important to ensure that guest’s preferences and requirements
are followed in the preparation. Thus, complaints can be avoided.
 Be a good salesman. Make appropriate suggestions.
 Offer the appropriate drinks or wine that best complement the meal.
 If the item is out of stock, Inform the guest immediately and suggest
an appropriate substitute.
C.Repeat the order.

 Mention the order, quantity and manner of preparation
 Repeating the order helps prevent errors that can be a source of
complaints
2. Room Service – is the service of food and beverage in guests’ room in

hotels or other establishment.
3.Room service staff use guest’s name when speaking to them so that guest
feel that they are special and they are very much welcome.

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TASK SHEET 3.1-2
Title: Take Room Service Order

Act as call receiver for room service. Answer
Performance
phone calls promptly and courteously, and use
Objective:
the guest’s name throughout the conversation.
 Telephone
 Order Slip
Supplies :
 Menu Book
 Ball pen
Steps/Procedure:
1. Answer the phone.

2. Talk to the guest.
3. Get information.
4. Jot down information and orders.
Assessment Method:

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Task Sheet 3.1-2
Criteria YES NO
1. Is the phone answered promptly?
2. Is talking to the guest properly was observed?
3. Are the information gathered accurately?
4. Are the standard operating procedures in talking to a

guest while taking orders through phone applied?
5. Does speaking clearly and straight to the point was

performed?
6. Does suggestive selling suited to the needs of the

guest performed?

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LEARNING OUTCOME # 2 SET-UP TRAYS AND TROLLEYS
CONTENTS:
Equipment and material selection and set-up.
Checking guest order.
1. Prepare food and beverage items in accordance to establishment
standards
2. Prepare general service equipments according to establishment
standards
3. Set up trolleys and trays for variety of meals in accordance to set-up
4. Selects and checks equipment and materials for cleanliness and
damages
5. Food and beverages are promptly collected based on establishment
procedures
6. Checks orders before leaving the kitchen for delivery
CONDITIONS:
2. EQUIPMENT
• Table
• Chairs
• Trolley
• Service Wares
• hand towels
• pen and paper
5.
ASSESSMENT METHODS:
1. Demonstration
2. Interview
3. Portfolio
4.Written Test

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SET UP TRAYS AND TROLLEYS

3.2-1 on set-up trays and
trolleys.
2. Answer Self-check 3.2-1 Compare your answers with the answer
key.
3. Perform Task Sheet 3.2-1 Evaluate your own work using the
Setup trays and trolleys Performance criteria

evaluation

activities

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Setting Up Trays and Trolleys

MUST be able to set up tray and trolleys.
It is really very important to check the orders before leaving the

kitchen or before giving the food to your guest to avoid complaints. You have
to be very careful with your task as a waiter, especially in giving room
service.
PREPARING MIS-EN-PLACE
1. Assemble the order
Review the order and assemble all needed cutleries, glasses, linen and other
equipment. Place needed equipment/supplies in a tray or room service
trolley.
 For beverage orders, use the bar tray and have coaster and
paper napkins ready. For food orders, use a rectangular or oval
tray.
 Check whether the required garnish for all ingredients and
juices are provided for.
 For cocktails, place a stirrer.
 Have appropriate glasses ready: fill the glass with ice if needed.
 If there is an order of wine, provide wine basket/wine stand.
 Have food covered, ready to be delivered to the guest.
2. Fill out the control sheet (see sample next page). (This form will be used to
monitor the movement of supplies and equipment so that loses can be easily
traced.)
 Get a copy from the cashier.
 Jot down all needed equipment on the sheet.
 Insert the sheet at the tray for the captain waiter’s reference
when checking.
3. Pick up the food order from the kitchen.
 Set up the food/beverage on the tray (if only a handful will be
transported) or trolley (when there is a large number of items to
be transported) together with the corresponding equipment
needed.
4. Captain waiter shall check the mis-en-place.
 Pay attention to the following:
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- Whether the food tallies with the items specified in the
guest check
- If all equipment that are specified in the control sheet are
available and in good condition
- Whether the standard garnish, sidings and
accompaniments are provided for
SETTING UP TRAYS AND TROLLEYS
Once the order has been distributed a suitable preset tray or trolley
should be selected and set up appropriately depending on the number of
covers, the food and beverage items ordered, and the meal or snack
requested. There should be enterprise standards for tray or trolley
preparation for the different meal ( breakfast, lunch, dinner) and for
complimentary and special requests.
All service equipment should be checked to make sure that it is clean

and undamaged. Trolleys should be checked to make sure that they move
properly.
Set - ups should be checked to make sure that the presentation is

attractive, and that they are well balanced and safe. Make sure that the
necessary condiments are included in the set - up.

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SELFCHECK 3.2-1
1. What is meant by “par stock for room service equipment?”
2. What are the things you need in preparing food and beverage for service?
3. How to dismantle room service trolley?

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ANSWER KEY 3.2-1
1. Par-stock – the correct amount or quantity of a product keep in stock

(sufficient to meet demand but not too much) as decided by
management.
2. Glass wares, silverwares, condiments, china wares, bill folder, guest

check, linen, table napkin, tray/trolley,
3. Unloading of soiled dishes to the kitchen and wash ready for the next
service

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TASK SHEET 3.2-1
Title: Set up trays and trolleys

Given the order slip and plated food and glassed
Performance
beverages, check orders before leaving the
Objective:
kitchen
 Service wares
Supplies :  Plated foods
 Glassed Drinks
Steps/Procedure:
1. Hold the order slip.
2. Check the orders if they are complete.
3. Check the presentation and garnishes of the orders.
Assessment Method:

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Task Sheet 3.2-1
-1
Criteria YES NO
1. Are the orders collected promptly?
2. Are the orders check based on the order slip keenly?
3. Are the presentation of the food check based on the

standards properly?
4. Are the service wares handled properly?
5. Performs Does the 5s performed?
6. Are the service wares checked for completeness

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PRESENT ROOM SERVICE MEALS AND
LEARNING OUTCOME # 3
BEVERAGES TO GUESTS and ROOM
SERVICE ACCOUNTS
CONTENTS:
1. Room service meal delivery and serving
2. Billing of guest
1. Knocks guest’s room courteously
2. Greets guest upon entry of the room in accordance to establishment’
standards
3. Consults guest as to where the tray is laid or where to position trolley
inside the room
4. Check guest account accurately
5. Presents account in accordance to establishments’ procedures
6. Presents cash payment to cashier for processing in accordance to
7. Presents charge accounts to guest for signing based on
CONDITIONS:
2. EQUIPMENT
• Table
• Chairs
• Trolleys
• Toasters
• warming equipment/ lids
• Service Wares
• Cashier’s receipt
• Pen and paper
ASSESSMENT METHODS:
Demonstration, Interview, Portfolio, Written Test

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PRESENT ROOM SERVICE MEALS AND BEVERAGES TO GUESTS and

ROOM SERVICE ACCOUNTS

3.3-1 the delivery of room
service orders.
2. Answer Self-check 3.3-1 Compare your answers with the answer
key
3. Perform Task Sheet 3.3-1 Evaluate your own work using the
Delivery of Room Service Performance criteria
Orders
evaluation

activities.

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DELIVERY OF ROOM SERVICE ORDERS

MUST be able to deliver room service order.
STEPS IN DELIVERING ROOM SERVICE ORDERS
 Knock at the door.
Respect for a guest’s privacy is the primary consideration when

entering a room. These will probably be particular establishment procedure
for this, as for all other aspects of room service but the following will usually
apply.
 Approach the room quietly
 Knock firmly and say “Room Service” clearly and
confidently, remembering that your voice must carry
through a close door.
 Listen for the guest’s response and react accordingly,
waiting outside or entering the room. If there are no
responses knock and announce “room service” again. Do
not go in until the guest opens the door or you have been
asked to enter.

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Use the knuckles or activate the door bell. Knock should be gentle and not
too loud to avoid irritating sound. Allow few seconds in between knocks and
sound off, “Room Service”.
2. Once the door opened.
Greet guest by the hour of the day and say “good morning/ afternoon sir/
ma’am (or mention the guest name if known)
Say; “Here’s your room service order. May I come in?”
 Do not enter the room until the guests give you the permission.
 Leave the door open unless the guests’ orders you to close it.
3. Once inside the room.
 Ask where the guest wants the trays or trolley to be set up.

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“Where would you like me to set up your table sir/ma’am?
‘Shall I leave the food on the trolley or you want it transferred on
your table?”
 After setting up the food on the table as requested, offer additional

service:
‘If you are ready to eat, shall I serve the food for you?”
“Shall I serve the coffee?”
“Shall I open the soft drinks for you?”
“Would you like me to open your curtain to brighten the room?”
(Note: If the guest wants to eat later, leave the food on the table)
 Before presenting the bill ask:

“Is there anything else I can do for you?”
4. Present the bill.
Present the bill on a bill folder with the figured facedown as you say;
“May I present the bill?”
5. Get the payment. Get the payment. If the guest wants to charge to his
room, get his signature but make sure he is authorized to sign.
(Some guest’s account are labeled “cash basis” and so are not allowed to
sign for charges. This should be checked with the Front Office).
6. Thank the guest and bid goodbye.
Before leaving the room, make sure the heater is put off as this can cause
fire.
Ask the guest when he wants soiled dishes to be cleared.

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“Sir/ ma’am, when do you want me to come back to clear the soiled
dishes?”
‘When you are ready, please call us dial____”
Say; “Thank you very much, enjoy your meal and have a nice day”.

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SELF CHECK 3.3-1
Answer the following questions:
1. How do you enter in a guest room?

2. Identify the steps in the delivery of room service order?

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ANSWER KEY 3.3-1
1. There are three factors to consider in entering guest room.

 Knock the door
 Greet the guest
 Ask permission to enter
2. Steps in delivery of room service order

a. Knock at the door. Use the knuckles or
activate the doorbell. Knock should be
gentle and not too loud to avoid
irritating sound. Allow few seconds in
between knocks and sound off. “Room
Service.”
B.Once the door is opened, greet the guest by the hour of the day and
say: “ Good morning/afternoon
Sir/Ma’am (or mention the guest name
if known)
Say: “ Here’s your room service order.”
Then say: “ May I come in?”
Do not enter the room until the guest

gives you the permission.
C.Once inside the room, leave the door open unless the guest orders
you to
close it.
Ask where the guest wants the trays or

trolley be set up.
“Where would you like me to set – up

your table sir/ma’am?”
“Shall I leave the food on the trolley or

you want it transferred to your table?”

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After setting up the food on the table as
requested, offer additional service.
“If you’re ready to eat, shall I serve the

food for you?”
“Shall I serve the coffee/tea?”
“Shall I open the soft drinks for you?”
“Would you like me to open your

curtain to brighten the room?”
(Note: If the guest wants to eat later,

leave the food on the heater (if used). If
not place it on the table.
“Is there anything else I can do for

you?”
D.Present the bill. Present the bill in a bill folder with the
figures
Faced down as you say:
“May I present the bill?”
E.Get the payment. Get the payment. If the guest

wants to charge to his
Room, get his signature but make sure
he is authorized to sign.
In hotels, some guests are booked

under an account “ cash basis”,
meaning all their payments should be
in cash or by credit card. They are not
allowed to sign for charges, unless
allowed by the duty manager.
F. Thank the guest and bid goodbye Before leaving the room, make
sure the heater
Is put off as this can cause fire.

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Ask the guest when he wants soiled
dishes to be cleared.
“When you are ready please call us and

dial _____”.
Thank the guest and wish him a

pleasant meal.
Say: “ Thank you very much. Enjoy

your meal and have a nice day.”

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TASK SHEET 3.3-1
Title: Delivery of Room Service Orders

Given the food ordered, perform delivery of
Performance
room service orders and knock at the guest
Objective:
room properly.
 Room service trolley
 Service Trays
 Room service folding tables
 Tray trolleys
 Bill folder
Supplies :
 Bread basket
 Plate cover
 Plates
 Silverwares
 Glassware
Steps/Procedure:
1. Knock at the door.
2. Recognize yourself.
3. Greet the guest
4. Ask where the food to be set up
5. Check guest account
6. Present account
7. Present charge account to guest for signing
Assessment Method:

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Task Sheet 3.3-1
Criteria YES NO
1. Does knocking at guest’s room courteously was

observed?
2. Does the guest was asked permission to enter to the

room?
3. Does recognizes oneself clearly stated?
4. Does the guest greeted upon entry of the room in

accordance to establishment’ standards?
5. Does the guest consulted as to where the tray is laid

or where to position trolley inside the room?
6. Does the guest account checked accurately?
7. Are the accounts in accordance to establishments’

guidelines presented?
8. Are the charge accounts to guest for signing based on

establishments’ procedures was presented?

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PRESENT ROOM SERVICE
ACCOUNTS
CONTENTS:
Present room service accounts
Assessment Criteria:

2. Present accounts in accordance to establishment’s procedures.
3.Present cash payment to cashier for processing in accordance to
establishment’s guidelines
4.Present charge accounts to guests for signing based on
establishment’s procedures.
CONDITIONS:
2. EQUIPMENT
• Table
• Chairs
• Trolleys
• Toasters
• warming equipments
• Service Wares
• Linens
• table appointments
ASSESSMENT METHODS:
1. Demonstration
2. Interview
3. Portfolio
4. Written Test

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CLEAR ROOM SERVICE AREA

3.4-1 on checking and
clearing room service area.
2. Answer Self-Check 3.4-1 Compare answer with answer key 3.4-1

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Learning Objectives: at the end of the activity the learner must be able
to: Perform presenting of the bill to the guest.
PRESENTATION OF THE BILL
1. Present the bill in a bill folder with

the figures faced down as you say:
Present
“May present the bill?”
the bill
2. Get Get the payment. If the guest wants
the to charge to his room, get his
payment signature but make sure he is
authorized to sign.
(Some guest account are labeled
“cash basis” and so they are not
allowed to sign for charges. This
should be checked with Front
Office.
3. Thank Before leaving the room, make sure
the heater is put off as this can
the guest cause fire.
and bid
Ask the guest when he wants soiled
goodbye dishes to be cleared.

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“Sir/Madam, When do you want me
to come back to clear the soiled
dishes?”
“When you are ready please call us

and dial _____”
Thank the guest and wish him

pleasant meals.
Say: “Thank you sir. Enjoy your

meal
and have a nice day”

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SELF-CHECK 3.4-1
True or False:
Write true if the statement is correct and false if the statement is
wrong
1. If the guest wants to charge to his room, get his signature

but make sure he is authorize to sign.
2. Present the bill in a bill folder with the figures faced down
3. If the guest has a signing privilege, let the guest sign the bill
4. Do not thank the guest
5. Turn over the payment to the cashier.

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ANSWER KEY
1. True
2. True
3. True
4. False
5. True

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CONTENTS:
Clean room service area
1. Checks and clear floors in accordance with establishment’s policy and
guidelines
2. Returns trays and trolleys to the room service in accordance to
company procedures
3. Re-stocks food and beverage and equipments in accordance to
CONDITIONS:
6. EQUIPMENT
• Table
• Chairs
• Trolleys
• Toasters
• warming equipments
• Service Wares
• Linens
• table appointments
ASSESSMENT METHODS:
5. Demonstration
6. Interview
7. Portfolio
8. Written Test

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3.5-1 on checking and
clearing room service area.
4. Answer Self-Check 3.5-1
5. Perform Job Sheet 3.5-1 Evaluate your own work using the
Performance criteria

evaluation

activities.

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Checking and Clearing Room Service Area.

MUST be able to check and clear rooms and floor areas.
When a room or floor has been cleared after room service, the
room service - order taker must be informed.
Floors must be cleared quickly and quietly, but while doing so staff
must take care the equipment is securely placed so that it can be move
safely.
CLEANING PROCEDURES
1. The waiter who serves the food order is required to clear soiled dishes.
2. Upon pick up, buss boy or waiter must check whether all equipment
indicated in the control sheet are available for picked up.
3. If there are missing items and the waiter is inside the room, he must
locate for the missing item.
4. Captain should assign one busboy or waiter to pick up all soiled
dishes, trays and trolley lying on floors or hallways.
5. The waiter or busboy who is assigned to pick up trays/trolley should
also check the pantry area for un-cleared items.
6. All collected trays/trolley are to be brought to the dishwashing area,
segregated according to kinds and sizes.
7. Segregate linen and bring them to the linen box of the room service.
CLEANING ROOM SERVICE AREAS
As noted, trays and trolleys will usually be placed outside the rooms
by guest. It is important that they are cleared promptly as messy and untidy
floors or passages reflect very badly on the establishments. Good working

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relations and good communication channels between the housekeeping and
room service departments must be maintained to make sure that floors are
cleared quickly. This requires a combination of good system and procedures
with the common sense and initiative of individual staff members.
Different establishment will have slightly different procedure but

typically, the procedure will be for the Room Service order-taker to record
the following on a dispatch sheet or checklist.
o The date
o Room number
o Whether tray or trolley taken
o Time and order was taken
o Time delivered
o Person delivering the order
o Time ordered cleared
The Room Service - order taker will usually be the person responsible
for controlling floor service procedures and for directing staff to clear rooms
and floors and in addition there should be regular floor checks, at least
hourly, to ensure that used trays and trolleys and miscellaneous items are
quickly removed. Housekeeping staff must notify Room Service if and when
used items need to be cleared from rooms or floors, so close coordination
between room service and housekeeping is essential.
When a room or floor has been cleared after room service, the room
service - order taker must be informed.
Floors must be cleared quickly and quietly, but while doing so staff
must take care the equipment is securely placed so that it can be move
safely.

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Once cleared from the floors, unconsumed food and beverages, food
service equipment, trays and trolleys must be returned to Room Service via
the service lift.
CLEANING AND STORAGE
Trays and trolleys should be taken to the wash-up area. Waste items
will be removed and food service equipments will be washed.
Trays and trolleys must be cleaned and dismantle safely and

hygienically following enterprise procedures. These will include procedures
for:
 Stacking equipment
 Dirty linen
 Storing useable items
Clean trays and properly dismantled trolleys must be correctly replace

with other useable items in the room service pantry.
Stock of all items should be check against “par stock” and requisition
for restocking as required to meet the establishment’s standards.
The waiter who serves the food ordered is required to clear soiled
dishes, trays and trolleys from the room. He should see to it that the pantry
areas where room service trolleys and trays are stored are cleaned and
sanitized. Of course, trolleys and trays must be thoroughly cleaned and
sanitized, also ready for the next service before storing. Don’t forget to check
your trolley for threads that might have twirled around the wheels. These
threads will make it hard for the cart to be pulled thereby causing injury.
Check also the rubber bumper if they are worn out and or sharp edge that

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could catch your clothing and could cause cuts. Always remember,
sanitation must be high in the service area.

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SELF CHECK 3.5-1
Answer the following questions:
1. Identify the procedure in cleaning.

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ANSWER KEY 3.5-1
CLEANING PROCEDURES
1. The waiter who serves the food order is required to clear soiled dishes.
2. Upon pick up, buss boy or waiter must check whether all equipment
indicated in the control sheet are available for picked up.
3. If there are missing items and the waiter is inside the room, he must
locate for the missing item.
4. Captain should assign one busboy or waiter to pick up all soiled
dishes, trays and trolley lying on floors or hallways.
5. The waiter or busboy who is assigned to pick up trays/trolley should
also check the pantry area for un-cleared items.
6. All collected trays/trolley are to be brought to the dishwashing area,
segregated according to kinds and sizes.
7. Segregate linen and bring them to the linen box of the room service.

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JOB SHEET 3.5-1
CHECKING AND CLEARING ROOM SERVICE

Title: AREA.
Given different cleaning tools, materials and

Performance agents, you must be able to check and clear
Objective: floors promptly for the use of room service
trolleys and trays.
 Cleaning Materials
Supplies :  Cleaning tools
 Cleaning agents
Steps/Procedure:
1. Gather all cleaning materials and tools.
2. Clear the floor.
3. Clean the floor.
Assessment Method:

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Job Sheet 3.5-1
Criteria YES NO
1. Are the materials, tools and agents for cleaning

gathered correctly?
2. Are the right tools, materials and agent for cleaning

used correctly?
3. Performs Are the standard procedures in cleaning was

performed?
4. Does the 5s was observed and performed?
5. Are the cleaning materials, tools and agents stored in

the appropriate place after use?

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EVIDENCE PLAN
Competency
Standards
Unit of Provide food and beverage service
Competency
Ways in which evidence Demonstration Written Interview
will be collected examination /Questioning
The evidence must show

that the candidate….
 Promptly and √
courteously attended √ √
to telephone calls in
accordance with
customer service
standards
 Checked guest’s √
name and used it √
through out the
interaction.
 Clarified, repeated √ √ √
and checked details
of orders with guests
accuracy
 Used suggestive √ √ √
selling techniques
when appropriate
 Advised guests of the √ √
approximate time of √
delivery
 Recorded room √
service orders and √
checked relevant
information in
accordance with
establishment policy
and procedures.
 Interpreted received √
room service orders
from door knob
dockets
 Orders are promptly
Food and Issued by:
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transferred to the √
appropriate location
for preparation
 Prepared food and √ √
beverage items for
service periods in
accordance to
establishment’s
procedures
 Prepared general √ √
room service
equipment for used
in accordance to
establishment’s
procedures
 Set up trays and √ √ √
trolleys in accordance
with establishment’s
procedures for a
variety of meal
including
 American Breakfast
 Continental
Breakfast
 Selected service √ √ √
equipments and
materials and
checked for
cleanliness and
damages
 Set up trays and √
trolleys in accordance
with setting up and
presentation
techniques
 Promptly collected √
food items and
beverages based on
establishment
procedures
 Checked orders √ √
before leaving the
kitchen for delivery
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 Requested entry to √ √ √
the guest’s room by
knocking firmly on
the door in
accordance with
establishment’s
procedures
 Entered guest’s room √√√ √ √
upon appropriate
response from guests
and greeted them
politely in accordance
with establishment
procedures.
 Consulted with the √ √ √
guests about
preferences for
positioning trays or
trolleys in the room
in accordance with
establishment’s
procedures
 Positioned furniture √ √
correctly when
required.
 Offered meals to √ √ √
guests when
appropriate in
accordance with
 Served and placed √ √
meals and beverages
correctly in
accordance with
establishment
procedures
 Checked guest’s √ √ √
accounts for
accuracy and
presented in
accordance with
establishment
procedures
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 Presented cash √
payments to the
cashier for
processing in
accordance with
establishment
guidelines
 Presented charge √
accounts to guests √
for signing based on
and procedures
 Checked and cleared √
floors in accordance √
with establishment’s
policy and
procedures
 Dismantled, cleaned √
and returned trays √
and trolleys to the
room service area in
accordance with
room service
procedures
 Re- stocked food, √
beverage an
equipments in
accordance with
Prepared LEONIDA P. BARTOLOME Date:
by:
Checked Date:
by:

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WRITTEN TEST
TEST I: MULTIPLE CHOICE: CHOOSE THE CORRECT ANSWER AND
ENCIRCLE THE LETTER OF YOUR CHOICE:
1. Lift the receiver in the ______ ring if possible.

a. First b. second c. third d. fourth
2. Take the order and write it down in ________.
a. bill slip b. bill folder c. order slip d. menu
3. Once inside the room, leave the ______ open unless the guest orders
you to close it.
a. order b. door c. window d. tray
4. Present the bill in a bill folder with the figures ________.
a. Open up b. faced down c. bold d. a & b
5. Door knobs ______ are placed inside the guestrooms by room
attendant.
a. menus b. closet
c. chart d. none of the above
6. The ______ is the first point of contact with room service staff.
a. téléphone b. mail c. fax d. Internet
7. Trays and trolleys must be
a. cleaned and dismantle safely and hygienically
b. correctly replaced with other reusable items
c. taken to the wash up area
d. all of the above
8. In a hotel pantry is
a. located near the kitchen and the service lift
b. fully equipped for quick and efficient service to room
c. where cold dishes is prepared
d. all of the above

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9. To perform efficiently ________ must analyze demand to allow for
occupancy levels and special circumstances.
a. waiter b. supervisor
c. room service department d. none of the above
10. ______ must be maintained from the time the food is collected to
the time it is delivered to the guest.
a. Food tray b. covers c. Food warmer d. hot warmer

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ANSWER KEY
1. c
2. c
3. b
4. b
5. a
6. a
7. d
8. a
9. a
10.c

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Demonstration Checklist for Room Service
Candidate Name:
Instructions for Demonstration:
Given the necessary materials, tools and equipment, the candidate must be
able to_________________________________________________________________________
In ___________hours.
Materials and Equipment

Service wares( China wares, flat wares, cutleries, glasses, condiments, trays
and trolleys, telephone, linens, table cloth, napkins,)
Put a √ to show if the evidence is demonstrated
During the demonstration of skills, did the Yes No N/A

candidate:
 Promptly and courteously attended to telephone

calls in accordance with customer service
standards
 Checked guest’s name and used it throughout
the interaction.
 Clarified, repeated and checked details of
orders with guests accuracy
 Used suggestive selling techniques when
appropriate
 Advised guests of the approximate time of
delivery
 Recorded room service orders and checked
relevant information in accordance with
establishment policy and procedures.
 Interpreted received room service orders from
door knob dockets
 Orders are promptly transferred to the
appropriate location for preparation
 Prepared food and beverage items for service
periods in accordance to establishment’s

Food and Issued by:
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procedures
 Prepared general room service equipment for
used in accordance to establishment’s
procedures
 Set up trays and trolleys in accordance with
establishment’s procedures for a variety of meal
including
 American Breakfast
 Continental Breakfast
 Selected service equipments and materials and
checked for cleanliness and damages
 Set up trays and trolleys in accordance with
setting up and presentation techniques
 Promptly collected food items and beverages
based on establishment procedures
 Checked orders before leaving the kitchen for
delivery
 Requested entry to the guest’s room by
knocking firmly on the door in accordance with
 Entered guest’s room upon appropriate
response from guests and greeted them politely
in accordance with establishment procedures.
 Consulted with the guests about preferences for
positioning trays or trolleys in the room in
accordance with establishment’s procedures
 Positioned furniture correctly when required.
 Offered meals to guests when appropriate in
accordance with establishment policy
 Served and placed meals and beverages
correctly in accordance with establishment
procedures
 Checked guest’s accounts for accuracy and
presented in accordance with establishment
procedures
 Presented cash payments to the cashier for
processing in accordance with establishment
guidelines
 Presented charge accounts to guests for signing
based on establishment policy and procedures
 Checked and cleared floors in accordance with
establishment’s policy and procedures
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 Dismantled, cleaned and returned trays and
trolleys to the room service area in accordance
with room service procedures
 Re- stocked food, beverage an equipments in
accordance with establishment policy
Candidate’s Demonstration was:
Satisfactory Not Satisfactory

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RECORDS OF ACHIEVEMENT
Module: Provide Room Service
Learning Outcome # 1 : Take and process room service orders
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. Interprets room service orders received from doorknob dockets
8. Promptly transfer orders in appropriate location for preparation
COMMENTS :
________________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________
Learners have satisfied the above performance criteria.
Learner’s signature : ______________________
Trainer’s signature: _______________________
Date: ___________________________________

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Learning Outcome # 2 : Set up trays and trolleys
1. Prepare food and beverage items in accordance to establishment
standards
2. Prepare general service equipments according to establishment
standards
3. Set up trolleys and trays for variety of meals in accordance to set-up
4. Selects and checks equipment and materials for cleanliness and
damages
5. Food and beverages are promptly collected based on establishment
procedures
6. Checks orders before leaving the kitchen for delivery
COMMENTS :
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________
Date: ___________________________________

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Learning Outcome # 3 : Present room service meals and beverages to
guests
1. Knocks guest’s room courteously
2. Greets guest upon entry of the room in accordance to establishment’
standards
3. Consults guest as to where the tray is laid or where to position trolley
inside the room
COMMENTS :
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________
Date: ___________________________________

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Learning Outcome # 4 : Present room service accounts
2. Presents account in accordance to establishments’ procedures
3. Presents cash payment to cashier for processing in accordance to
4. Presents charge accounts to guest for signing based on
COMMENTS :
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________
Date: ___________________________________

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Learning Outcome # 5 : Clear room service area
1. Checks and clear floors in accordance with establishment’s policy and
guidelines
2. Returns trays and trolleys to the room service in accordance to
company procedures
3. Re-stocks food and beverage and equipments in accordance to
COMMENTS :
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________
Date: ___________________________________

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REFERENCES
Claudio, Virginia Serrano. MEAL MANAGEMENT & TABLE SERVICE
Costas, Katsignis, Mary Porter, Chris Tomas. THE BAR AND BEVERAGE
BOOK
Erdigon, Grace. FOOD SERVICE MANAGEMENT IN THE PHILIINES
Roldan, Amenila S. FOOD SERVICE AND BARTENDING
Gapuz, Christielynda. WORKBOOK IN WAITERING
Ditan, Joseph Linford. FUNDAMENTALS OF FOOD & BEVERAGE
SERVICE OPERATION
Brown, Graham. THE WAITER’S HANDBOOK
Buted, DEXTER R. BASIC RESTAURANT SERVICE

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NC II
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COMPETENCY BASED LEARNING

CMV TECHNICAL INSTITUTE

Date Developed: Document No.

Welcome to the competency based curriculum wherein you utilize the

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

Recognition of Prior Learning (RPL)

This module was prepared to help you achieve required competency in

Date Developed: Document No.

Date Developed: Document No.

NO. UNIT OF CORE MODULE TITLE CODE

1 Provide a Link Between Providing a Link Between TRS512316

2 Provide Food and Providing Food and TRS512317

3 Provide Room Service Providing Room Service TRS51231

4 Develop and Update Developing and Updating TRS512321

Date Developed: Document No.

MODULE TITLE : Providing Room Service

NOMINAL DURATION : 90 Hrs.

SUMMARY OF LEARNING OUTCOMES:

LO 1. Take and process room service orders

LO 2. Set-up trays and trolleys

LO 3. Present room service meals and beverages to guest

LO 4. Present room service accounts

LO 5. Clear room service area

 Answer telephone with proper telephone etiquettes

Date Developed: Document No.

Date Developed: Document No.

LO1 Take and process room service orders.

LO2 Set up trays and trolleys

LO3 Present room service meals and beverages to guests

Date Developed: Document No.

LO4 Present room service accounts

LO5 Clear room service area

LEARNING OUTCOME # 1 TAKE AND PROCESS ROOM

Date Developed: Document No.

TAKE AND PROCESS ROOM SERVICE ORDERS

Date Developed: Document No.

1. Read Information Sheet

Keep a copy of your work for the next

Keep a copy of your work for the next

Date Developed: Document No.

Learning Objective/s: After reading this INFORMATION SHEET, YOU

ROOM SERVICE EQUIPMENT TOOLS AND SUPPLIES

ROOM SERVICE TROLLEYS

ROOM SERVICE FOLDING TABLES

Date Developed: Document No.

Here are some standards to be observed:

Date Developed: Document No.

Date Developed: Document No.

Instruction: Match items in column A with those of column B. Write your

1. Bread Basket a. used to protect the food from contamination

2. Bill Folder b. contains the list of dishes for the selection of

3. Folding Table c. used in serving only a handful of food or drinks

4. Menu d. serves as container for bread

5. Plate Cover e. used in serving several orders

6. Service Tray f. used for placing bills

7. Service Trolley g. used where several trays of orders to served

8. Tray Trolley h. used in lieu of trolley where orders can be set-

i. serves as container for drinks

Trainee’s Name__________ Date

Trainee’s Name__________ Date