In Room Service Standard Manual

General
Room Service is a facility offered by most hotels which provides food & beverage to guest in
their rooms. A guest generally order food & beverage over the telephone from a room service
menu located in his room. The service is convenient to guest, to prefer eating in the privacy of
their rooms for several reasons.

Please remember that we are in the hospitality business. Our business is to ensure satisfaction
and a great dining experience at this hotel. We serve breakfast, lunch and dinner and room
service must be available during the restaurant’s hours of operation.

Taking the Order

Servers should greet the guest by identifying themselves by name and informing the guest that
he/she will be waiting on them this (morning, afternoon or evening) and inform the guest of the
soup of the day and any specials that are available when they are seated. Proceed to take a drink
order and inquire about taking a food order upon delivery of the drink order. If guest are not
ready to place and order yet suggest an appetizer or more time to decide. Room service calls
must be answered within five rings. Calls to Room Service should not be put on hold for more
than thirty (30) seconds. The person taking Room Service orders must ask the Guest’s name and
room number, ask the appropriate food preparation questions, repeat the order back to the Guest
to confirm accuracy, quote an estimated time of arrival, and thank the Guest while using their
name for the order.

Delivering the Order

1. Food delivered to guest should be at right temperature and should have everything
needed for the meal on the plate or already at the table by the time it comes out. Example:
Steak knife should be set at the table after the order is taken and before the food comes
out.
2. Food should be served from the right and retrieved from the right side of the guest when
possible (booths).
3. If a guest orders two items off the menu, they should never come out at the same time
unless specified by the guest.
4. Food delivered to Guest rooms must be delivered at an appropriate temperature.
5. Room service meals must be served with appropriate plate covers.
6. Plastic wrap/foil is not allowed for the entrée.

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 7. When delivering the order, the server must knock on the door and identify him/herself as
“Room Service”, greet the Guest when the door is opened and ask for permission to enter
the room.
8. (If the Guest does not give the server permission to enter the room, the Guest must be
provided with a clean tray and a clean tray liner.
9. Upon receiving permission from the Guest to enter the room, the server must bring the
order into the Guest room and place the tray on an appropriate surface as specified by the
Guest.
10. The server must then review with the Guest: each item of the order and the Guest check
total; and the automatic gratuity added to the Guest check, the server must disclose this
when reviewing the check total.
11. If Room Service is ordered, and a “Do Not Disturb” sign is in place, the Room Service
attendant should follow standard delivery procedures.
12. When the Guest answers the door, the Room Service attendant should acknowledge that
the Room Service request is being honored over the “Do Not Disturb” signage in the
event that the Guest forgot to remove the “Do Not Disturb” sign.

Dish and Tray Removal

Trays will be dropped off in housekeeping closets on each floor to be picked up by the restaurant
servers. There will be a tray run performed by servers before and after each shift. (Breakfast,
Lunch and Dinner)

Section I – Getting Ready

The secret to great Room Service is setting up right! There are two keys to getting ready. It’s
simple, really:
1. Have your “tools” ready
2. Get the Room Service station ready
To help you, we’ve created a Setup list. Review the setup list at the beginning of each shift.
Have your “tools” ready!

Personal Tools
1. Check Presenters
2. Cork Screws, Disposable
3. Small Bottle Openers
4. Pens
5. Door wedge
6. Side Towels
7. Order Pads

Check Presenters

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When you present the guest check to the Guest, you should use a check presenter because the
Guest is often standing when they sign the check, and have nothing to rest the check against for
signing.

Corkscrew
Disposable corkscrews should be left with the guest if they prefer to open the wine themselves.

Bottle Opener
You’ll need bottle openers for bottles of beer, water and soda. Even if the cap is twist-off, always
offer to open the bottle for the Guest, and use the bottle opener – it’s more sanitary.

Pens
Well, this might seem obvious. But the Guest can’t sign the check without it. Be sure to have
some spares handy.

Door Wedges
This is a safety item. The primary reason to have a door pried open while you enter and review
the order with the Guest is your personal safety.
Another reason is convenience, guest room doors are designed to close automatically when
opened and then “let go”. This means it may be difficult to get through the Guest room door
without getting yourself banged up. The “Door Wedge” is the preferred product. The door wedge
allows the server place a plastic ‘wedge’ in between the door and the door jam. The door wedge
is much easier to use than a door stopper. The door wedge allows the server to hold a tray and
insert the wedge into the door jam.

Order Pad with Pre-Delivery Checklist

Order pads should be available by the phones and the server should carry one at all times as part
of their uniforms.

Station Readiness
Setting up your station makes your job easier. Make sure you complete the sidework sheets and
you are ready for the day ahead. (It will only make your day easier)
Station Readiness - General
Let’s begin with the end – what your station will look like when it’s entirely ready.

Station Readiness
1. Pre-set Room Service Trays
2. Condiments cleaned & refilled

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 3. Extra silverware rolled
4. Glasses polished

Refer to your shifts sidework sheet for shift specific items needed

Pre-set Room Service trays

Make sure your room service trays are clean and stack them in a way that provides easy access.
1. Start with a clean tray
2. Add a clean tray liner (required).
3. Add silverware rollup
4. S&P shakers

Table Top Items

Make sure you have a filled par level of the following items to easy the preparation of your room
service tray for delivery.
1. S&P Shakers
2. Creamers
3. Plate Covers (required for room service)
4. Knives
5. Forks
6. Spoons
7. Soup Spoons
8. Steak Knives
9. Cloth Napkins
10. Ramekins for condiments and sauces
11. Tray Liners

Beverage Accessories
Beverages include hot or chilled and alcoholic or soft.
1. Metal Buckets (usually designed for wine service)
2. Bev-Naps (square white paper beverage or bar napkins)
3. Stan Caps (round cardboard caps made for glasses)
4. Tea Pots
5. Coffee Pots

Condiments
1. Butter
2. Sugar Caddies (filled Equal, Sweet 'n Low, sugar)
3. Salt & Pepper
4. Ketchup
5. Mayo
6. Mustard
7. Tabasco, A1

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 8. Jellies
9. Maple Syrup

Paper and To-Go

Our guest may be in a hurry and request a meal or portions of it served in disposable dishware.
Also, if you are asked to serve anything by the swimming pool, you should use only paper or
plastic items.

Paper/To Go
1. To-go Cups & Lids
2. Plastic bags
3. Stir Sticks
4. Disposable flatware packs
5. To Go condiments

Section II - Taking the Order

1. The server should greet the guest by identifying themselves by name.
2. Inform the guest of the soup of the day and any specials that are available.
3. Few things in the Room Service process are as vital as taking the order.
4. Taking the Order is the Guest’s first impression of Room Service.
5. Nearly everything that follows in the Room Service process depends on taking the order
well. For example, you set the Guest’s expectation for timeliness when you tell the Guest
how long the order will take.
6. Your order-taking ability also determines the size of the tip, since this is when the size of
the order is determined. This is just about the only opportunity to suggest items to the
Guest.
7. The key to taking the order is following the six steps of “how to take an order”.
8. A successful room service delivery is very simple get the order “right”, and get it to the
room “on time”.

Taking the Order

1. Estimating Time of Delivery(room service)
2. Telephone Suggestions(room service)
3. Suggesting
4. Menu knowledge

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 5. Ask the right questions
6. Substitutions & special requests
7. Standard Abbreviations

How to take an Order: Six Steps

Step 1: Record Guest Information:

1. Ask for the Guest’s name and write it on the order pad
2. Ask for the Guest’s room number and write on the order pad
3. Ask how many Guests the order is for
4. Ask method of payment (if charge, check pre-pay list)

Step 2: Take Order Information

Record the order information – for example:
1. Size of order (Cup or Bowl/Aptz or Entrée)
2. Would they like to add protein to the dish (add chicken, shrimp or calamari)
3. What condiments are required (mustard, steak sauce, dressing)?
4. Choice of bread or side
5. How should the food (steak, eggs) be cooked?

Step 3: Suggestive Sell

Suggest side orders, larger portions, desserts, and beverages. Suggestive selling is an opportunity
to increase revenues and TIPS! When using suggestive selling in room service, you must be able
to paint a picture in the guests mind about the product. Sell them value, sell them convenience.

Step 4: Repeat Order

Repeat the order and the key information. (Name, room number and any special request they
may have made)
Step 5: Estimate Time of Delivery (Room Serrvice)
Tell the Guest the estimated time of delivery, and write it on the order pad.

Step 6: Thank You

Thank the Guest (use their name!) for their order.(Room Service)

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Estimating Time of Delivery
Few things are more important than estimating time of the delivery to the Guest. Why?
Your estimate will affect…
 Guest satisfaction
 YOUR tips
 Hotel profits
What is a good time estimate?
A good time estimate is “time of delivery +5” – the exact time of delivery plus five minutes. For
example, you estimate delivery in 35 minutes, actual delivery occurs in 30 minutes.
Why “+5”?
It allows you to exceed the Guest’s expectations. Five minutes early is probably not too early to
inconvenience the Guest
An order that comes 15 minutes prior to the expected time may find the Guest doing other things
partially dressed, or otherwise inconvenienced; and if you exaggerate the time, you may lose the
sale! Plus, It gives you a “fudge factor” of 5 minutes to allow for unexpected delays.
A good time estimate should be expressed in minutes rather than “time of day” because the
guest’s clock or watch may not show the same time your clock or watch shows.

Importance of good estimates

Guest satisfaction. Simply put, Guests are “dissatisfied” when we fail to deliver what or when
they expect. Supposing it takes 30 minutes to deliver a Room Service order, from the time of the
call. If the Guest gets the order in 45 minutes they are likely to be unhappy. If they receive that
same order in 25 minutes they are likely to be delighted. What changed? The 30 minute delivery
time didn’t. Just the Guest expectation. YOU set that expectation when the Guest calls.

Things to Know to Make a Good Estimate

Some of the things you should know to make a good estimate of delivery time:
 Food preparation times – there some items that take an especially long time?
 Is the order “simple” and “cold”? For example, a “continental breakfast” requires no
cook time

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  Distance to the rooms – sometimes the elevators are busy (check in or out times)
 Business and staffing levels – is the department “swamped” with orders, or is the staff
available to run the order immediately when it’s up
 Which meal period – breakfast or dinner? Breakfast is usually quicker because its
generally a shorter cooking time and we are better staffed.
If you are new at taking Room Service orders, this may be difficult at first. Seek guidance. Ask
your supervisor. Ask an experienced server.

SERVING Tips
You never get a second chance to make a first impression. The way you approach the table,
speak to guest, answer and conduct yourself on the phone when taking the room service order
will be the only impression of OUR service operation on our guest. We should strive to make
every guest feel important by being friendly, polite, and professional in every interaction. Use
the following techniques to leave a good impression with each caller.
1. Smile when you talk. A smile helps you sound more relaxed and pleasant.
2. Stop all conversations before answering the phone.
3. Answer all calls in less than 3 rings. If more rings occur, thank the Guest for waiting.
4. Speak clearly into the receiver. Avoid slang, technical terms, or hospitality words that the
caller may not understand. Avoid yep, uh-huh, and ok. Instead, use yes sir/maam,
certainly, my pleasure or absolutely.
5. Use our standard phrase when answering (i.e. good morning, Avenue Grill, (first name)
speaking how may I help you?)
6. Use the caller’s name whenever possible.
7. Verify that the room number given by the guest is the number displayed on the caller ID.
8. Allow the caller to hang up first then gently replace the receiver.
9. If it’s necessary to interrupt a conversation, explain why.

You will often be very busy when the phone rings. To make callers feel welcome, catch your
breath before picking up the phone. If you sound stress or hurried, the guest will also feel rushed.

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On-Hold Courtesy
Sometime, to take care of a request, you will have to put callers on hold. Providing professional
Guest service means:
1. Always ask callers permission to put them on hold. Never place them on hold until
they acknowledge.
2. Take care of the request quickly. Show a sense of urgency.
3. Thank the caller for waiting when you return to the line.

Suggesting
Your income may be increased, along with Guest satisfaction, by practicing the art of suggestive
selling! Simply put, the more sales you have, the more tips you make. But did you know that
guests appreciate appropriate suggestions, and may tip a higher percentage when pleased by
them?
For example:
1. Beverages other than water
2. Appetizers
3. Sautéed mushrooms or onions on a steak or burger
4. Desserts

Paint the Picture

Use words that enhance, that build a picture in the guests mind. For example:
 Would you like to add some of our grilled shrimp to your New York Strip Steak?
 How about our Prosciutto, fresh mozzarella, tomato and basil aioli Panini?
Remember to suggest and not push! You’re not actually “selling” the Guest – they’ve already
decided to buy, that’s why they are here!
It is important to offer suggestions while the Guest are ordering. Guests who order Room Service
are inclined to be more receptive to suggestions. Verbal suggestions can make items sound more
appealing than the written listing, especially if you are enthusiastic, courteous and sincerely
interested. Positive attitudes, good menu knowledge and enthusiastic descriptions are all it takes
to make a successful suggestion.

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There are certain general rules and helpful reminders which make it easier to practice suggesting:
1. Understand Your Menu - In order to successfully suggest items (not to mention
answering questions), you need to know the product(s). Read the menus. Ask questions.
2. Be prepared to answer questions about item preparation, ingredients used and what
accompanies each item. This is particularly important for Guest selections and what items
are available for substitutions.
3. Suggest Your Favorites - This technique is successful because it is easier to be
enthusiastic about items of personal preference. The enthusiasm will be reflected in the
confident manner in which you describe them.
4. Find Positive Things to Say - It is important to keep in mind that everyone has different
tastes and what you may not like-someone else may love.
You can use phrases like these to help you describe items you may not like:
1. “…it is a very popular item”
2. “we sell a lot of it”
3. “it looks very good today”
4. “The fish and chips are great, but my personal favorite is the Crabcake.” In this
instance you have not lost a sale, but you have reinforced your opinion on another
menu item. It is possible to be honest without being negative. Guest will appreciate
the approach.

Take Guest Cues

Knowing when and what to suggest is just as important as the act of suggesting. Although
suggesting can be helpful, too much of anything can be annoying. The following are some cues
to lookout for:
1. For Guests who ask, “What’s good today” or “what do you recommended?” It is
important to reply with definite answers instead of saying “Everything”. (Answering
“everything” sends a negative impression to the Guest, telling them you’re just not
interested – even though it may actually be true!)
2. A good technique is to pick one or two items from every menu section that is your
favorite. For example, since the menu is broken down into three categories – Appetizers

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 or Salads & Soups, Sandwiches, and Entrees - pick an item or two from each that you
feel extremely comfortable with in selling and serving. Do not necessarily pick the most
expensive or least expensive items. Use the cues from your guests to help determine this.

Other examples:
1. When Guests are taking unusually long to order or are having a hard time making
choices, specific suggestions are appreciated. In this case it is important to pinpoint a
category of taste preference, such as meat or chicken, white or red wine, sweet or tart
cocktail, etc. Then a recommendation of one or two items in that category can be
made.
2. For Guests in a hurry, items taking the least preparation time or fast pickup items
should be suggested.
3. Be cautious of only suggesting higher-priced items. Careful discretion should be used
since many Guest may feel pressured and feel you are only pushing high-priced
foods.
4. Paint a Mental Picture: The way suggestions are phrased very often determines the
success of your pitch.
5. When describing items, use descriptive adjectives, such as
crisp salad, chilled melon, and fresh brewed coffee to add extra interest.
For Example: “Our Sizzling Steak Quesadilla is very popular but I really like our
cheese steak springrolls.”

Know Your Menu! Know Your Menu! Know Your Menu!

You should be familiar with what is on your menu. You should work on knowing your menu
until it becomes second nature. Knowing your menu will only make it…
1. Easier to answer Guest questions
2. Easier to suggest items to the Guest
3. Easier to deliver orders to the Guest room without forgetting anything
4. Easier to time your orders and deliveries (Room Service)
Simply put, knowing your menu makes your job Easier.

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As a professional, you’ll want to know these things to know about your menus…
1. Accompaniments
2. Portion sizes (10oz NY Strip, 8oz Chicken Breast, 6oz Ciabatta roll, 3pcs bacon, 2 4oz
Crabcakes, etc.) Why is portion size important to you?
a. You want to know that the order is “right” when you pick it up from the line
b. A Guest might ask when placing, or even receiving the order
3. Condiments
4. Preparation times (10min-MW Burger, 12 min-Crabcake, 8min-panini)
5. Beverage brands (miller light, corona, Chivas Regal, JW Black, Sycamore Lane House
Wine)
6. Garnishes (diet coke-Lemon, Gin & Tonic-Lime, Shirley Temple-Cherry)

Accompaniments
An accompaniment is an item that comes with an entrée. Example:
1. French Fries with the “Fish and Chips”
2. Broccoli and wild rice with the “Crabcakes”
3. Cup of soup with the “Grill cheese Sandwich”
4. Brioche Roll with the “Chicken Parm”, “Burger” and “crabcake Sandwich
The easiest way to learn about accompaniments is to read the menu!

Condiments
Certain foods are traditionally accompanied by certain items. Like fried foods and ketchup. It’s
your job to learn the right condiments for the items on the menu.
Why do you need to know this?
1. If you forget the condiment, you’ll have to go back to the kitchen to get it. which will
make it seem like you don’t know what you are doing or even worst during this time the
Guest’s food may get cold, so you’ll have to OFFER to re-cook the food(Room service).
2. If you put the wrong condiments on a tray, you’ll waste money and make the Room
Service order less profitable. Some condiments such as mini-jars of ketchup and mustard
may cost as much as the sandwich itself!

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 3.
Note: Since your aprons have pockets, place a couple small single service jars of condiments in
the front pocket. It may save you a trip.

Preparation Times
How long does it take to prepare a steak? A grilled salmon? An omelet? A piece of prime rib? A
martini? Knowing your preparation times makes your job easier whether taking or delivering the
order.
Why Are Preparation Times important?
1. It helps you give an accurate time quote to the Guest when they order room service.
2. It enables you to get your beverages ready at the right time. For example, if you order a
steak well done and then order a cocktail or get a soda ready immediately, the ice in your
cocktail or soda will be melted, and the soda will be flat.
Guest Order Information Needed
Breakfast
Steak & Eggs Steak – Rare, medium or well done
Breakfast Meat Bacon or sausage
Egg Order How would you like them cooked? Over-
easy, medium, hard. Scrambled
Fried Up or over easy, medium or hard
Scramble Soft or hard
Boiled How long
Poached In a cup or on toast
Bread type ( if not biscuit) What type of toast? White? Wheat?
Lunch/Dinner
Salads Type of salad? Choice of dressing
Hamburger & Steaks Degree of doneness? R, MR, M, MW, W
and sides?
Sandwiches Choice of bread and Sides?
Cocktails
Martini Olives or twist? Gin or Vodka?
Scotch “Rocks or straight up?”

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“86” items – items that your kitchen is temporarily out of. It’s important to know any items that
you are out of or running out of, so you know how many you can sell and avoid the
embarrassment of having to go back to the Guest and explain.
 86 TIP: don’t say that you “ran out” of an item, tell the Guest you “Sold Out” –
remember to talk in positive phrases.

Ask the “Right” Questions When Taking the Order

You don’t want to call the Guest back and ask “Sir, how did you want that steak prepared?”

Section III –Setting Up the Order

Setting up the order: Tableside

Setting up your condiments and table top items is the key to quick and easy service. Make sure
you have all of the additional items for the order before it leaves the kitchen.

Setting up the order: Tray Service

The secret of effective tray service is simple: pre-set trays. Set your tray as soon as you put the
order in the system or as soon as you get it in the morning. This will allow you free time to do
other things and to run the order up as soon as it’s ready.
Pre-set Trays
Pre-set trays must be clean and must have a clean under-liner.
Additional Items for Order
Before picking up the hot food, place the additional items on the tray/plate needed for this
specific order – for example:
1. Salad and Salad Dressings
2. Half & Half/creamers, sugar caddy for coffee if ordered
3. Condiments such as ketchup for any fried foods, or a hamburger

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 4. Additional service-ware as needed – example soup spoon (steak knife should be on
table already)
5. Rolls & Butter
6. Sauces or any guest Special Requests

Assemble the beverage order

 Bev-naps
 Accompaniments needed for soft beverages (such as lemon & sugar caddy)
 Ice buckets if needed (for 2 or more bottles of beer(room service) and/or service of full
bottles of white or blush wine, Champagne)
NOTE: Always open wine or beer bottles in the presence of the Guest, unless otherwise
requested by the Guest.
 Make sure you have your “beverage tools” like bottle opener and cork screws.

Hot Items
Make sure you have a clean rag or napkin handy to handle the hot food coming off the line.
Pick-up the hot food from kitchen service line and place matching plate cover on top –place on
tray.

Review the order

Using the Order Pad with which you took the order to ensure the Guest’s order is complete and
ready for delivery.

Importance of Timing
It is very important that the guest are ready for the food you are about to deliver.

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 1. Make sure they are finished with their appetizer and it has been cleared from the table
before you come out with the entrée.
2. As you may have noticed in Taking the Order, timing is critical.
3. When the order was taken, the Guest’s expectation for delivery was set. If the order
arrives later than that expectation, the Guest will be disappointed. If the order arrives
earlier, the Guest will be pleased, it is that simple.

“In the Weeds”

OK, so it’s not your fault, or the Guest’s fault, but you find yourself “in the weeds”, with an
onslaught of orders you can’t fill in a reasonable time. What do you do? Here are the steps that
will get you – and the Guest - through this experience.
1. Call for Help!
2. Tell the Kitchen
3. Set or Re-Set the Guest Expectations

Call for Help!

You can’t get help unless you ask. Sure, other parts of the hotel are likely to be busy. Your
supervisor or your MOD will know where to find help. Call them, RIGHT AWAY!

Tell the Kitchen

There are many reasons that the cooks need to know that you’re backed up, not the least of
which is that they might be able to help.
 If they can’t help, they must at least be informed of the approximate length of the delay,
so they don’t prepare the food orders too quickly, resulting in the food sitting under a
heat lamp too long before delivery.

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Set or Re-set the Guest Expectation
This is the most difficult – and probably the most important - part. There are two different
circumstances in which you must inform the Guest of delays:
 A Guest has already placed an order, you realize that it has been a while:
1. Check with the kitchen and get an ETA before you speak to the guest so you can
make an educated estimate of when the food will be ready.
2. EXPLAINTHE DELAY, APOLOGIZE, and let the guest know approximately
how long it is going to be.

 A Guest has called an order in, and you realize the delivery will not be made on or before
the time promised.
1. CALL THE GUEST, EXPLAINTHE DELAY, APOLOGIZE, and STATE THE
“NEW” TIME OF EXPECTED DELIVERY.

Your manager may instruct you to take additional steps, such as offer a complimentary dessert,
or tell the Guest that there will be no charge for the meal.

When taking the order it is important to APOLOGIZE and tell the Guest you are experiencing
delays. As always, UNDER-PROMISE AND OVER-DELIVER in your time commitment, even
when you’re experiencing delays.

Section IV – Delivering the Order

The required Standards for Room Service call for some very specific delivery procedures,
including:
1. Asking the Guest for permission to enter the room
2. Reviewing the order with the Guest
3. Propping the door open when you enter the room for delivery

Greeting the Guest (Room Service)

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 1. Knock firmly on door and identify yourself as “Room Service”. (Please knock with your
fist)
2. Greet the Guest with the time of day, for example “Good Morning”. Use the Guest’s name
as it is written on the check, to verify that you’re at the correct room.
3. Ask for permission to enter the room; upon entering, ask where they would like their meal
to be served.
4. If a "Do Not Disturb" (DND) sign is in place, you should first double-check your order
slip or guest check, making sure you’re at the correct room. Assuming that you are at the
correct room, follow standard delivery procedures. When the Guest answers the door, the
Room Service attendant should acknowledge that the Room Service request is being
honored over the "Do Not Disturb" signage in the event that the Guest forgot to remove
the "Do Not Disturb" sign.
5. For safety reasons upon entering the room, use a door wedge to hold the door open. Never
allow the Guest room door to close/lock once you have entered the room. If you do not
have a doorstop or wedge with you, turn the deadbolt so as to prevent the door from
closing and locking.

“Delivering” and reviewing the order

1. Enter the room & simply place the tray where directed.
2. Review the order with the Guest - read each item on the guest check back to Guest
while pointing to or displaying (by removing lid) each item, to confirm the order is
complete.
3. Ask if there is anything else the Guest would like.
4. The tip and delivery charge posted to the guest check must be pointed out to the
Guest
5. Present the guest check for settlement. Ensure that the guest print and sign their name.

Leaving the Guest room

1. Thank the Guest by name and just before leaving, see if any dishes or trays are in the
room from previous orders – if so, offer to take them back.

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 2. When leaving the Guest room, remove the door wedge or release the deadbolt and close
the door firmly.

Proper Handling of Service Pieces

1. Cups and mugs are picked up by their handles, glasses by their steam or base, never with
the palm of the hand over the open mouth of the glass, silverware by the handles and
dishes by the rim. Special care should be exercised to insure the fingers are kept away
from the food contact area.
2. Guest should always be warned when hot plates or hot beverages are about to be served.
The server should use a clean, dry napkin when handling hot items.
3. When pouring additional coffee or wine, the cup or glass should be filled on the tabletop,
rather than lifting them, which will decrease the risk of spills. Water glasses may be lifted
and filled away from the table because of the risk of splashing. Turning a water pitcher
sideways is never encouraged, but may be necessary, in order to get ice into the glass.
4. All items with under-liners, and cups with saucers are to be served as a single unit.
Liquids and their under-liners should be carried separately on the tray then assembled and
served as a single unit once the server reaches the table.
5. All china, glass, and silver should be handled with a minimum of noise.
6. Chipped glasses or plates should be shown to the manger and then discarded.
7. Hot Soup should be delivered in a soup cup/bowl as soon as it is poured at the line(it
should not sit under the heat lamp)
8. The check back. Visit the table within 5 minutes of serving a any item or call the guest
within 30 minutes after room service has been delivered, to verify satisfaction with the
meal.
9. Ask guest if it is acceptable to pick up the tray. If so, have the guest place the tray in the
corridor. (Keep in mind that this is your last opportunity for a sale, i.e. dessert, coffee.)

Beverage Service
Two keys to great beverage service: “ice” and “tools”.
Beer (if more than one is ordered) should be served in an ice bucket.

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White wine, pink (or “rose” or “blush”) wine and sparkling wine (like Champagne) should be
served in a bucket of ice.
You should have two types of corkscrews. One for opening bottles yourself and a disposable one
for leaving with the Guest who wants to open their own.
Beer gets flat once it’s opened. So you should always have a bottle opener you can leave with the
Guest, if two or more beers are ordered. And you should open that first beer yourself, in front of
the Guest. Use the opener even if the bottle is a “twist-off”.

Cocktail Service
Pick up all drinks and garnishes from the bar. All drinks are served with a paper beverage
napkin. Napkins are to be carried separately and then placed under the cocktail in the Guest
room.

Beer Service
Bottle is served with beer glass and paper beverage napkins. Open bottles upon service. TWO
beers or more are served in an ice bucket filled with ice.
When Guests ask you the type of beers you carry, recite the names of bottled beers only because
draft beer will probably be flat or warm by the time it reaches the room.
Paper beverage napkins (“bev-naps”) should be provided, as should a bottle opener (regardless if
the beer is twist off or not)

Wine Opening Service & Procedures

Never open a bottle of wine before delivering. Wine must be opened in the presence of the
Guest.

The following is the proper way to open a bottle of still wine:

1. Present the bottle to the Guest, so they can verify that it’s wine ordered
2. Remove the capsule (enclosure) over the cork. Put it in your pocket.
3. Uncork the wine using your corkscrew.

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 4. When the cork is removed, offer it to the host – some Guests like to see this to ensure
that the wine is not spoiled (a bad wine will produce a bad cork smell).
5. Wipe mouth of bottle with cloth napkin to remove cork residue.
6. Pour from the right, approximately 1oz. for host to taste. Twist the bottle as you lift it to
avoid dripping. Wait for approval.
7. Fill Guest’s glass first and then finish the host’s glass. Just about half way, never fill the
glass to the top.
8. The remainder of the bottle is placed in the ice bucket or left on the table.

The following is the proper way to open a bottle of sparkling wine (“champagne”):
1. Present the bottle to the Guest, so they can verify that it’s wine ordered
2. Remove the top of the foil covering.
3. Untwist and loosen the wire hood that covers the cork.
4. Hold the cork under a cloth napkin and the bottom of the bottle in the other hand.
Holding the bottle at a 45-degree angle will minimize the wine’s foaming out of the top
of the bottle.
5. Twist the bottle and ease the cork out slowly to subdue the popping. Hold cork firmly to
prevent it from flying.
6. Wipe mouth of the bottle with cloth napkin to remove cork residue.
7. Pour from the right, approximately 1oz. for host to taste. Pour champagne slowly so not
to cause excessive foaming. Twist the bottle as you lift it to avoid dripping. Wait for
approval.
8. The remainder of the bottle is placed in the ice bucket.

Red wine is served at room temperature without a wine bottle holder. Bottle opening
procedures are the same as for chilled wines, with the option of letting the opened red wine
“breathe” (develop flavor) before pouring. If Guest prefer to let the bottle stand for awhile,
they will pour for themselves. They should be asked their preference.

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