ROOM SERVICE - Equal

Jelly and Preserves – Jelly, preserves and honey may be offered in 1

Although commonly associated with hotels, hospitals also provide
room service for their patients. This type of service differs from others
in one major way, food is moved to and served in the room of the guest
patient.
Room service is not classified as takeout or delivery service. The food
does not leave the premises. It is served in the customer’s room rather
than a traditional dining facility. This type of service is labor intensive,
typically requiring a greater number of servers per meal than other form
of service. Hotels charge higher menu prices, however hotels often
loses money on room service, offering it merely as an accommodation
to guests. The higher the labor cost associated with room service
commonly makes it unprofitable.
Equipment and Tools Used in Room Service
ounce or 1 ½ ounces individual glass containers or using bulk products
in the ramekins covered with plastic cap or wrap. Order taker must ask
what flavor does the guest like. The default flavor is strawberry.
Recommended flavors to carry are strawberry, grapes, and orange
marmalade.
Salt and Pepper Shaker – most commonly used pair of condiments.
Ice Water – mineral water, still, or sparkling, should be suggested to
all guests when they place their order. If they decline, ice water is
automatically served with the order, it must be covered with a plastic
cap or wrap.
Flowers – a fresh flower is recommended. It must be presented in clean
containers or vases and the size must also be in proportion to the tray.

Tray – in perfect condition, free from nicks, scratches, clean, free from Set-up – the tray set-up greatly varies from one establishment to
stains, no foul odor, and covered with an appropriate tray liner. Used another. It depends on the standard said by a particular establishment.
for snacks, beverages (only), simple meals for one person (one course
with beverages).

Tables – in perfect condition, free from nicks and scratches, stable,

clean (including frame and wheels), quiet when moved – wheels should
not squeak and covered with a clean linen tablecloth, white is the
recommended color. Used for complex meals for one person (multiple
courses with beverages), and all meals for more than one person.

Hot Box – the sterno hot box is the recommended specification for
transporting more than a single meal. This type of hot box has proven
to be more effective than an electric. All food transported in hot boxes
should be covered to prevent drying out.

It is possible to transport two or three single orders at one

time using one hot box. In this instance, the individual trays are set on a
cloth-covered Room Service table with the warmer underneath. When
arriving at a room, the server removes appropriate entree and places it
on the tray before knocking on the door. The table is left in the hallway
while each tray is served.

Linens – perfectly clean, starched, well-pressed and free from tears,

cigarette burns, and stains. Par-stocks should be established based on
the level of business.

 Tablecloths – white is recommended color with matching napkins.

All linens has a top (facing the guest) and a bottom (facing the
table) side which can be checked by looking at the hem.

 Napkins – all napkins must be perfectly clean, starched and well-

pressed and free from tears, cigarette burns and stains. The
recommended standard napkin fold for room service is a simple
flat fold. Roll-ups are acceptable for breakfast only.

Silverwares – stainless steel or silver flatware is the standard in room

service. Disposable may only be used for “to go” items. Any bent
silverware should be set aside for the manager’s attention. Silverware
must be clean and spot-free, and in good condition. It is placed one (1)
inch from the edge of the tray, touching only the handles of the utensils.

MEAL Fork Knife Teaspoon

Breakfast 1 1 1

Lunch 1 1 1

Dinner 2 2 1

Snack 1 1 1

Basic set-up guideline (may vary depending on the menu items).

Condiments – serve condiments that will complement the guest’s

order.
- Tomato Ketchup - A-1 Steak Sauce
- Tabasco - Mustard
- Mayonnaise

Syrup
- Regular Maple Syrup - Lite Maple Syrup
- Sugar-free Syrup

Sugar / Sweeteners
- Granulated Sugar - Splenda Room Service Office Tools and Equipment
 3.
Telephone Consoles – all telephones must be equipped with caller ID
display and have a call sequencing function. It should also have a
recorded message that activates when the department is closed or
forwarded to human voice to inform guest that room service is not 4.
available.
Repeat the order. Mention the item ordered, the quantity, and
manner of preparation. This helps prevent errors that can be a
source of complaints.
Ask for the guest’s name and room number, unless this is already
reflected on the phone.

Intercom Radios – room service can benefit in inexpensive radio 5. Check whether there are other guests with whom the guest will
technology. Forgotten items, changes in orders, or requests to pick up dine with so that you can prepare extra glass or plate, etc.
trays while server is delivering other orders can be quickly
communicated. 6. Thank the guest. Tell him the estimated time for the delivery of his
order. “Thank you sir. Your order will be delivered to you as soon
Kitchen Hotline – this phone is a dedicated phone used only by the as possible, maybe within 15 minutes.”
order taker. Kitchen personnel know that if this telephone rings, it is to
communicate important information regarding current order or special 7. Transfer the order from the slip to the P.O.S. system.
requirements.
Preparing/ Assembling the Order
Resources – should be available to the order taker and the manager.
 VIP Listing 1. After getting the order from the order taker, the room service
 Cash in Advance Listing waiter shall:
 Daily Event Sheet
1.1. Review the order and assemble all need cutleries, glasses,
Micros or Point-Of-Sale (P.O.S.) System – all orders must be placed linen and other equipment.
through the P.O.S. system. In current times, some P.O.S. systems are 1.2. Place needed equipment/ supplies in a tray or room service
able to print out copies of the encoded order to other stations resulting trolley.
to faster service.  For beverage orders, use bar tray and have coaster and
paper napkins ready.
Taking Room Service Order  For, cocktails, place a stirrer.
 Have appropriate glasses ready. Fill the glass with ice
1. When the phone rings, lift the receiver on the first ring if possible. if needed.
Never let the phone ring more than three times. Mouthpiece  If there is an order of wine, provide wine basket or
should be ½ inch from the mouth. Identify room service and greet stand.
the caller as you say:  For food orders, use a rectangular or oval tray. Have food
covered, ready to be delivered to the guest.
“Good (time of day). Room service, this is (first name) speaking,
how may I help you?” 2. Fill up the control sheet. This form will be used to monitor the
movement of supplies and equipment so that losses can be easily
Courteous greeting with smiling voice will certainly make a good traced.
impression.  Get a copy from the cashier, jot down all needed
equipment on the sheet.
2. Take the order and write it down in an order slip. Write down and  Insert the sheet at the tray for the captain’s reference when
clarify orders as you hear them. Ask the number of orders and the checking.
guest’s preferences regarding the manner of preparation, salad
dressing, etc. Date: ___________
Equipment/ Time of
Rm. Supplies Time of
Guest Name Order Delivered to Deliver Waiter Remarks
No. Pick up
Order Questions to Ask Room y

Salad Choice of dressing (varieties

offered)
Hamburger/ Steak Doneness: rare/ medium/
medium well/ well done
Sandwiches Choice of bread
Choice of dressing/ sauces/
spreads
Fried seafood Cocktail or tartar sauce
Broiled or Grilled Seafood Method of preparation
Which butter/ sauce
Baked Potato Chives/ sour cream/ butter,
other topping as available
Coffee Decaf/ cream/ milk/ sugar
Tea Lemon/ milk/ flavors
Breakfast
Juice What type? Large or small
Egg Orders Method of cooking:
Fried, over easy, scrambled
Simmered – how long
Poached – in a cup or on toast
Breakfast Steak Doneness: rare/ medium/
medium well/ well done
Bacon/ Sausage/ Ham How many strips, links or
patties/ bacon, sausage, or
ham
Cereal – hot/ cold ½ and ½, skim or 2%
Which fruit if choices are
available
Jelly Preserves and Honey Flavor, type of toast, biscuit
or muffin
If the guest is undecided, suggest menu specialties or chefs daily
specials. Be a good salesman, make appropriate suggestions. Offer
appropriate drinks or wine that best complement the meal.
Control Form
3. Pick up the food order from the kitchen. Use a tray only handful
will be transported. Use trolley when there are several dishes to be
transported.
4. Captain shall check the mis-en-place. Pay attention to the
following:
 Make sure food tallies with the items specified in the guest
check.
 All equipment specified in the control sheet must be
available and in good condition.
 Standard garnish, sidings and accompaniments must be
provided for.
5. Food orders for patients needed special attention. Dieticians
instructions have to be followed literally or a bid problem can
occur when wrong orders are served or instructions are not
followed. Trays for each guest are carefully labeled with their
names and room number.
6. For conferences, all meals of one type are produced at the same
time. They are assembled and carried to the function area in a
trolley.

Before hanging-up, say: “Will that be all sir/ ma’am?” 7. Pick up bill from the cashier.
8. In a hotel, it is important to check in advance the billing status of 6. All collected trays/ trolley are to be brought to the dishwashing
the guest whether he is on cash basis (meaning he cannot sign for area, segregated according to kinds and sizes.
charges) or he is on a guaranteed booking that his sponsor or
guarantor will guarantee for his room service payments. 7. Segregate linen and bring them to the linen box of the room
service.
Delivering the Order

Prompt, efficient and courteous service is the rule in the delivery of

room service. Most guests are in a hurry for a trip or an appointment
that they cannot afford to wait for a long time for their orders. One can
imagine the irritation of a guest who has to defer his meal and wait for
more minutes because of a missing item.

1. Double check the mis-en-place and the food/ beverage order

before they are delivered to the guest.

2. Knock gently and announce: “Room Service.” Knock should be

gentle and not too loud to avoid irritating sound. Allow few
seconds in between knocks and sound off: “Room Service.” Do
not enter the room until the guest gave you the permission.

3. Once the door is opened, greet the guest by the hour of the day and
say: “Good morning Sir/ Ma’am (or mention the guest name if
known).

Say: “Here’s your room service order. May come in?” Once inside
the room, leave the door open unless the guest orders you to close
it.

4. Ask where the guest want the tray/ trolley to 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?”

5. After setting up the food on the table as requested, offer additional

service like opening bottles, serving the food, etc.

(Note: If the guest want to eat later, leave the food on the heater (if
used).

6. Present the bill in a bill folder with figures faced down, as you
say: “May I present the bill?”

If the guest wish to charge his bill and want to sign for it, make
sure he has a signing privilege. This is usually allowed for hotel
guests whose bills are covered by a guarantee from companies or
individuals who are given a credit privilege by the hotel. Guests
who are classified as “cash basis” are not allowed to sign for
charges, they have to pay in cash or credit card upon delivery.

7. Thank the guest upon receiving the payment and wish him a
pleasant meal. “Thank you very much. Enjoy your meal and have
a nice day.”

8. Before leaving, ask the guest if there is anything else you can do
for him. “Is there anything else I can do for you?”

9. Before leaving the room, make sure the heater is put off as this can
cause fire. Ask the guest when he wants the soiled dishes to be
cleared. “When you are ready, please call us and dial __.”

Clearing Procedures

1. The waiter who serves the food order is required to clear the soiled
dishes, trays and trolleys from the room.

2. Upon pick up, waiter must check whether all equipment indicated
in the control sheet are available for pick up.
QUIZ
3. If there are missing items and the waiter is inside the room, he
must locate for the missing item. Test I: Chronological Order. Arrange the following procedure
If the guest is inside the room, tactfully ask his assistance in according to their proper sequence.
looking for the item. Report to the captain any recovered item for
Choices:
proper recording.
A B C D E
4. Captain should assign one waiter to pick up all soiled dishes, trays 1st 2nd 3rd 4th 5th
and trolleys lying on floors or hallways.
6th 7th 8th 9th 10th
5. The waiter who is assigned to pick up trays/ trolley should also
check the pantry area for un-cleared items. Taking Room Service Order
_____ 1. Take the order and write it down in an order slip.
_____ 2. Ask for the guest’s name and room number.
_____ 3. Transfer the order from the slip to the POS system.
_____ 4. Check whether there are other guests with whom the guest
will dine with.
_____ 5. Lift the receiver after first ring, if possible.
_____ 6. Thank the guest. Tell the estimated time.
_____ 7. Repeat the order.
Preparing/ Assembling the Order
_____ 8.Pick up bill from cashier.
_____ 9. Fill up the control sheet.
_____ 10. Captain shall check mis-en-place.
_____ 11. All meals of one type are produced at the same time.
_____ 12. Food orders for patients needed special attention.
_____ 13. In a hotel, it is important to check in advance the billing
status of the guest.
_____ 14. Review the order and assemble all cutleries needed.
_____ 15. Pick up the food order from the kitchen.
Delivering the Order
_____ 16. Ask the guest when he wants the soiled dishes to be cleared.
_____ 17. Ask the guest if there is anything else you can do for him.
_____ 18. Thank the guest upon receiving the payment.
_____ 19. Present the bill in a bill folder.
_____ 20. Offer additional service.
_____ 21. Ask where the guest want the tray/ trolley to be set-up.
_____ 22. Once the door is open, greet the guest by the hour of the day.
_____ 23. Knock gently and announce: “Room Service.”
_____ 24. Double check mis-en-place and the food/ beverage order.
Clearing Procedures
_____ 25. If there are missing items, waiter must locate the missing
item.
_____ 26. Waiter must check whether all equipment indicated in the
control sheet are available for pick up.
_____ 27. The waiter who serves the food order is required to clear
soiled dishes.
_____ 28. Segregate linen.
_____ 29. All collected trays are to be brought to the dishwashing area.
_____ 30. The waiter who is assigned to pick up trays should also
check the pantry for un-cleared items.
_____ 31. Captain should assign one waiter to pick up all soiled dishes,
trays and trolleys on the floors or hallways
Test II: Identification. Identify the following.
__________ 32. Par-stocks should be on the level of the business.
__________ 33. All orders must be place through this system.
__________ 34. Most commonly used pair of condiments.
__________ 35. This type of hot box is proven to be more effective
than the electric one.
__________ 36. It must be equipped with caller ID display.
__________ 37. It is used for snacks and simple meals.
__________ 38. The standard is stainless steel or silver flatware.
__________ 39. With this, changes or requests can be quickly
communicated.
__________ 40. The recommended fold is simple flat fold.
Test III: True or False. Tell whether the statement given is true or
false.
__________ 41. Guests that are cash basis have signing privilege.
__________ 42. Disposable spoon and fork may be used in room
service.
__________ 43. White is the recommended color for tablecloths.
__________ 44. Room service is profitable because of the low labor
cost.
__________ 45. You can bill your charges if you have a credit
privilege.
__________ 46. If there is an order of wine, provide wine basket.
__________ 47. Wheels and frames of the table must also be clean.
__________ 48. Ice water is served with the order upon request.
__________ 49. Plastic flowers are recommended.
__________ 50. Do not knock in order to avoid irritating sounds.
QUIZ
Test I: Chronological Order. Arrange the following procedure
according to their proper sequence.
Choices:
A B C D E
1st 2nd 3rd 4th 5th
6th 7th 8th 9th 10th
Taking Room Service Order
_____ 1. Take the order and write it down in an order slip.
_____ 2. Ask for the guest’s name and room number.
_____ 3. Transfer the order from the slip to the POS system.
_____ 4. Check whether there are other guests with whom the guest
will dine with.
_____ 5. Lift the receiver after first ring, if possible.
_____ 6. Thank the guest. Tell the estimated time.
_____ 7. Repeat the order.
Preparing/ Assembling the Order
_____ 8.Pick up bill from cashier.
_____ 9. Fill up the control sheet.
_____ 10. Captain shall check mis-en-place.
_____ 11. All meals of one type are produced at the same time.
_____ 12. Food orders for patients needed special attention.
_____ 13. In a hotel, it is important to check in advance the billing
status of the guest.
_____ 14. Review the order and assemble all cutleries needed.
_____ 15. Pick up the food order from the kitchen.
Delivering the Order
_____ 16. Ask the guest when he wants the soiled dishes to be cleared.
_____ 17. Ask the guest if there is anything else you can do for him.
_____ 18. Thank the guest upon receiving the payment.
_____ 19. Present the bill in a bill folder.
_____ 20. Offer additional service.
_____ 21. Ask where the guest want the tray/ trolley to be set-up.
_____ 22. Once the door is open, greet the guest by the hour of the day.
_____ 23. Knock gently and announce: “Room Service.”
_____ 24. Double check mis-en-place and the food/ beverage order.
Clearing Procedures
_____ 25. If there are missing items, waiter must locate the missing
item.
_____ 26. Waiter must check whether all equipment indicated in the
control sheet are available for pick up.
_____ 27. The waiter who serves the food order is required to clear
soiled dishes.
_____ 28. Segregate linen.
_____ 29. All collected trays are to be brought to the dishwashing area.
_____ 30. The waiter who is assigned to pick up trays should also
check the pantry for un-cleared items.
_____ 31. Captain should assign one waiter to pick up all soiled dishes,
trays and trolleys on the floors or hallways
Test II: Identification. Identify the following.
__________ 32. Par-stocks should be on the level of the business.
__________ 33. All orders must be place through this system.
__________ 34. Most commonly used pair of condiments.
__________ 35. This type of hot box is proven to be more effective
than the electric one.
__________ 36. It must be equipped with caller ID display.
__________ 37. It is used for snacks and simple meals.
__________ 38. The standard is stainless steel or silver flatware.
__________ 39. With this, changes or requests can be quickly
communicated.
__________ 40. The recommended fold is simple flat fold.
Test III: True or False. Tell whether the statement given is true or
false.
__________ 41. Guests that are cash basis have signing privilege.
__________ 42. Disposable spoon and fork may be used in room
service.
__________ 43. White is the recommended color for tablecloths.
__________ 44. Room service is profitable because of the low labor
cost.
__________ 45. You can bill your charges if you have a credit
privilege.
__________ 46. If there is an order of wine, provide wine basket.
__________ 47. Wheels and frames of the table must also be clean.
__________ 48. Ice water is served with the order upon request.
__________ 49. Plastic flowers are recommended.
__________ 50. Do not knock in order to avoid irritating sounds.