PROVIDE ROOM SERVICE

D1.HBS.CL5.13

Slide 1
Subject Elements
1. Take and process room service orders

2. Prepare for room service

3. Prepare for room service

4. Present room service accounts

5. Clear room service

6. Maintain readiness of room service

Slide 2
Assessment
Assessment for this unit may include:

 Oral questions

 Written questions

 Work projects

 Observation of practical skills

 Practical exercises

Slide 3
Element 1: Take and process room
service orders

Slide 4
Room Service
Definition

 The provision of food and beverage service in a guest

room or suite
 Other names - In-room dining, in-suite dining

Slide 5
Room Service

 The problems of running a room service section

 Why do Hotels offer room service?

Slide 6
Organisational Chart
Food & Beverage
Manager

Room Service
Manager

Shift Supervisors
or
Captains

Service Staff, Night Shift service

Minibar
Waiters Orders received Waiters &
restockers
& Chefs Chef

Slide 7
Room Service Staff
Skills of the room service staff:

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

Slide 8
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

Slide 9
Taking Orders and Recording them

How a guest orders room service:

 Written
 Phone
 Computer system

Slide 10
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

Slide 11
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

Slide 12
Recording the order
 Enter the order into the Hotel’s system

 Accuracy

 Information needed

Slide 13
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

Slide 14
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

Slide 15
Order distribution
Distribute the order to the service areas for preparation
 Kitchen
 Main Kitchen
 Cold larder
 Dessert
 Bakery
 Wine store
 Bar
 Room service dry store
 Equipment store
 Ancillary store

Slide 16
Element 2: Prepare for room
service

Slide 17
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

 Food
 Beverage
 Loose stores, coffee beans, bread rolls

 Dairy items

Slide 18
Prepare room service equipment
 Tray covers Distribution system
for multi – tray
trolleys
 Cutlery
 Crockery
 Glassware
 Beverage service pots etc
 Room Service Trolley

Slide 19
 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

Slide 20
Preparation and setup
When checking equipment for Room Service, check that it
is not:

 Damaged

 Unclean

 Unsafe

Slide 21
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

Slide 22
Element 3: Provide room service

Slide 23
Delivery of the order
When positioning items on the tray:

 Weight

 Height

 Balance

 Overcrowding

 Temperature

 Consider the location of hot items

Slide 24
Delivery of the order
 Check delivery route

 Timing

 Care to preserve the appearance

Slide 25
Entry into Guest room
 Knock and announce “Room Service”
 Hotel policy will dictate actions if the guest doesn’t
answer
 Verbal contact with guest social dialogue

Slide 26
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

Slide 27
Position the tray or trolley

 Set the order

 Explain the Items to the guest

 Confirm special requests

 Equipment usage e.g. hot box

Slide 28
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

Slide 29
Serve the order
Beverage service:

 Tall Bar

 Open and pour wine

 Hot Beverages

Slide 30
Element 4: Present Room service
accounts

Slide 31
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

Slide 32
Room service accounts
Presenting the room service account

 Presenting the account

 Asking the guest to sign and confirm

 Payment options

Slide 33
Process room service payment
 Charge to Room account

 Cash

 Credit card or debit card

 Vouchers

Slide 34
Element 5: Clear Room Service

Slide 35
Remove the trays
 On request of guest

 During floor check

 Notification from other departments

 Check all items are returned

Slide 36
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

Slide 37
Ancillary duties
Room Service interaction with other departments.

 Housekeeping

 Porter

 Security

 Maintenance

Slide 38
Element 6: Maintain readiness of
Room Service

Slide 39
Maintain readiness of Room
Service
Cleaning Room Service Trolleys

 Cleaning process for trolleys

Hot Boxes

 Storage of Trolleys

 Maintenance of trolleys

Slide 40
Maintain readiness of Room
Service
 Cleaning Crockery and Cutlery and all other items used
in Room Service

 Cleaning Procedure

Slide 41
Maintain readiness of Room
Service
 Re stocking Items
 Equipment
 Stationery
 Linen
 Food and Beverage Items

Slide 42
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

Slide 43