Providing Room Service: Competency-Based Learning Materials

Competency-Based Learning Materials
Providing Room
Service
HOW TO USE THIS COMPETENCY-BASED LEARNING
MATERIALS ( CBLM )
Welcome!
The unit of competency, “Provide Room Service”, is one of the competencies of the
competencies of Food and Beverage NC II, Qualification consists of competencies that a
person must achieve to provide food and beverage service to guests in various food and
beverage service facilities.
The module, Providing Room Service, contains training materials and activities
related to take and process room service orders, set up trays and trolleys, present and serve
food and beverage orders to guests, present room service account, clear away room service
equipment for you to complete.
In this module, you are required to go through a series of learning activities in order
to complete each learning outcome. In each learning outcome are Information Sheets, Self-
Checks, and Task Sheets. Follow and perform the activities on your own. If you have
questions, do not hesitate to ask for assistance from your facilitator.
Remember to:
 Read information sheets and complete the self-checks. Suggested references are
included to supplement the materials provided in this module.
 Perform the Task Sheets until you are confident that your outputs conform to the
Performance Criteria Checklist that follows the sheets.
 Submit outputs of the Task Sheets and Operation Sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall serve as your
portfolio during the Institutional sufficient practice, ask your trainer to evaluate you.
The results of your assessment will be recorded in your Progress Chart and
Accomplishment Chart.
You must pass the Institutional Competency Evaluation for this competency before
moving to another competency. A Certificate of Achievement will be awarded to your
passing the evaluation.
You need to complete this module before you can proceed to Receiving and
handling guest concerns.
Food and Beverage NC II
COMPETENCY-BASED LEARNING MATERIALS
No. Unit of Competency Module Title Code
Prepare the dining Prepare the dining

TRS512387
1. room/restaurant area room/restaurant area
for service for service
Welcome guests and Welcoming guests and

TRS512388
2. take food and taking food and
beverage orders beverage orders
Promote food and TRS512389

Promoting food and
3.
beverage products beverage products
Provide food and Providing food and

TRS512390
4. beverage services to beverage services to
guests guests
Providing roomTRS512391
5. Provide room service
service
Receive and handle Receiving and handling TRS512392

6.
guest concerns guest concerns
MODULE CONTENT
UNIT OF COMPETENCY : Provide Room Service
MODULE TITLE : Providing Room Service
MODULE DESCRIPTOR : This module deals with the knowledge and

skills required in the provision of food and beverage service particularly in
the guest room of a commercial accommodation establishment.
NOMINAL DURATION: 80 Hours
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
LO1: Take and process room service orders
LO2: Set up trays and trolleys
LO3: Present and serve food and beverage orders to guests
LO4: Present room service account
LO5: Clear away room service equipment

LEARNING OUTCOME NO. 1: TAKE AND PROCESS
ROOM SERVICE ORDERS
ASSESSMENT CRITERIA:
1. Telephone call is answered promptly and courteously in accordance
with the customer service standards.
2. Guest’s name is checked and used throughout the interaction.
3. Details of orders are clarified, repeated and checked with guests for
accuracy.
4. Suggestive selling techniques are used.
5. Guests are advised approximate time of delivery.
6. Room service orders received from doorknob dockets are interpreted
accurately.
7. Orders are promptly transferred and relayed to appropriate location
for preparation.
Contents Conditions Methodologies Assessment

Methods
1. Taking and  Informatio  Group study  Oral
processing n Sheet  Video Clips questioning
room service  Multi-Media  Written test
Presentation
order presentation
2.Standard  Informatio  Group Study  Observation

Operating n sheet  Video Clips with oral
Procedure  Multi-media questioning
Presentation
Order taking presentation  Written Test
 Demonstration
tips in Room
 Telephone
Service
 Order pad
 Ball pen
 Menu
LEARNING EXPERIENCES
Learning Outcome 1
Take and process room service orders
Learning Activities Special Instructions

Read Information Sheet 5.1-1 Read the information sheet and check
1.Taking and processing room service yourself by answering the self-check. You
orders must answer all questions correctly before
proceeding to the next activity
Answer Self-Check 5.1-1 Compare your answer with the answer key.
Check your answer using the answer key You are required to get all the answer
No. 5.1-1 correct. If not, read the information sheet
again in order to answer all the questions
correctly.
Read Information Sheet 5.1-2 Read the information sheet and check
Standard Operating Procedure Order taking yourself by answering the self-check. You
tips in Room Service must answer all questions correctly before
proceeding to the next activity.
Answer Self-Check 5.1-2 Compare your answer with the answer key.
Check your answer using the Answer Key You are required to get all the answer
No. 5.1-2 correct. If not, read the information sheet
again in order to answer all the questions
correctly.
Perform Task Sheet 5.1-1
Perform Taking Room Service Order Perform Taking Room Service Order
Through Telephone Through Telephone.
Present to your trainer for evaluation and
recording.
Check performance using Performance

Checklist
INFORMATION SHEET 5.1-1
Taking and Processing Room Service Orders
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Define what is room service
2. Explain the reason why some guest wanted to have room service and why others not.
Introduction:
Room service or “in-room dining” is a hotel service enabling guests to choose menu
items for delivery to their hotel room for
consumption there, served by staff. Room service
is organized as a subdivision within the Food &
Beverage Department of high-end hotel and
resort properties. It is uncommon for room
service to be offered in hotels that are not high-
end, or in motels. Room service has to be very
familiar with the menu in order to successfully
handle a room service order.
A similar room service may be provided for guest’s onboard cruise ships. Room
service may be provided on a 24-hour basis or be late night service.
Reasons behind Offering Room Service
Nowadays almost all big hotels offer room service. There are some reasons
behind offering room service such as:
 Many hotels make significant amount of profit out of room service.

 Well managed room service gives a competitive advantage in market.
 As room service is personalized service so if it is performed properly then it
helps to gain ultimate guest satisfaction.
 In some cases, it is matter of great prestige as well. All big hotels provide
room service facility and those who don’t have such are lacking behind others.
 It helps to target different group of guests who need room service most like busy
corporate guest, celebrities, disabled people, etc.
Why Guest Prefers Room Service
Different guests have different needs and tastes. There few reasons behind choosing
room service:
 It helps to attract business travelers as they are very concerned about their privacy
and time.
 Some group travelers prefer eating together.
 Honeymoon couple usually love to eat in room to make things more away from
general people.
 Room service is highly appreciable by celebrities who generally escape away from
general people.
 Many guests want to have in casual way by wearing normal cloth, watching TV, etc.
 Many guests want to start day with a bed tea. For them room service is the only
option.
 Women who travel alone are generally conscious more about their privacy. They
tend to choose room service more.
 Some guests have important private discussion that’s why they don’t want to go
outside. For them room service works best.
Why Some Guests Don’t Want Room Service
It’s not true that all guests prefer room service. There are few reasons behind not
choosing room service even though it is offered:
 Generally, room service is priced high. Budget guests normally do not prefer to pay
extra for having food in room.
In rush hour, especially in the morning, sometimes it takes time to deliver service in
time which makes guest unhappy.
 One of the biggest challenges for well managed room service is to offer food and
beverage in proper temperature. Many guest become annoyed for that.
 In most of the hotels room service is not provided for 24 hours a day.
 Generally, room service menus are very limited in order to provide fast service.
Self-Check 5.1-1
Instructions: ENUMERATION. Enumerate the following. Write your answer

on your Answer Sheet.
1. Define what is Room Service?
2. Give and explain at least two reasons of the following:

 Why suggest prefers room service?
 Why some guests don’t want room service?
SELF-CHECK
ANSWER KEY 5.1-1
1. Room service or “in-room dining” is a hotel service enabling guests to choose menu items
for delivery to their hotel room for consumption there, served by staff.
2. Why Guest prefers Room Service?

 It helps to attract business travelers as they are very concerned about their privacy
and time.
 Some group travelers prefer eating together.
Why Some Guests Don’t Want Room Service?

 Generally, room service is priced high. Budget guests normally do not prefer to
pay extra for having food in room.
 In rush hour, especially in the morning, sometimes it takes time to deliver in time
which makes guest unhappy.
INFORMATION SHEET 5.1-2
Standard Operating Procedure
Order taking tips in Room Service
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Define suggestive selling and its importance.
2. Enumerate the standard operating procedure in taking room service order through
telephone.
Introduction:
Room service is one of the important parts of Hotel Business. Without a good room
service, no hotel can improve their Hotel business. Taking order for room service is very
sensitive and for the reason a waiter have to be sensitive also when he/she is going to take
order from the guests for room service.
Therefore, every Waiter / Waitress has to be conscious and skill to take room service
order from guests.
Great Callers Warmly:

 Pick up the Telephone within 3 rings or 15
seconds whichever is less.
 Use good telephone etiquette.
 Greet the guest with appropriate greeting
using the guest name and by giving your
name for E.g “Good Morning, This is
Captain Name or Order Taker’s Name how
I may assist you?
 Politely ask the guests about preferences.
 Use up selling techniques by suggesting
soups, starters, drinks or desserts.
 Wherever appropriate mention the
approximate time for delivery.
 Repeat the order back to the guest.
CBLM on Food and Date Developed: Document No: TSR512391

Beverage NC II August 2021 Issued by: NMSF
Developed by: Revision: #00 11 of 20
Providing Room Service Jean C. Buque
 Thank the guest for ordering through in room dining and big farewell “Thank you for
calling Room Service, Have a good day”.
 Clearly write out the order in the KOT mentioning the names of the items, ordering,
Room number, Name of the Guest, Portions, Etc,.
Ask the guest for their names and Room number:

 Even if your digital telephone system displays the guest’s name and room number,
confirm that you are talking to the registered guest.
 Write down the order clearly in the order book and note the time of call and the
room number.
Check the billing instructions of the guest:

 Do a room inquiry on the POS (Point of Sale) machine and check the billing
instructions entered for this guest by the front team.
 If the guest is on Cash Only list, then politely explain that the guest will have to pay
for order when it is delivered.
 If the guest is not on cash list, then take the order without discussing the method of
payment.
Use Suggestive Selling:

“Suggestive Selling” means encouraging guests to buy additional food & beverages.
Suggestive selling requires tact and good judgment. The key to effective selling is a good
knowledge of the menu.
 Always update your knowledge of the hotel’s activities & promotions, both current
and upcoming.
 Study the menu thoroughly: you must learn and remember the contents by heart.
 Double check with the kitchen what the daily specials are.
 Check with accompaniments are available and appropriate.
 If the guest seems hesitant or needs suggestions, try to find out what type of food
she/he likes, e.g., beef, pork, poultry or seafood.
 If the guest announces only main dishes, try to suggest a starter and ask: “May I
suggest our special avocado cocktail as your starter, Madam/Sir?” and/or “Would
you care for any wine to go with your meal?” (the possible combinations for any
eventual suggestion are to be provided by the Executive Sous Chef)
 Suggest the most popular and profitable dishes, according to the menu Engineering
Report.
Take Orders:

 Pay attention to orders, and to know the menu thoroughly.
 Ask questions to find out the guest’s choice or preferences for service, such as how
he or she would like an item cooked or prepared (e.g: medium rare, “on the rocks
etc.)
 Ask the guest for his or her choice of salad dressings and for any special requests
such as fat free preparation. Etc.
 Write down all the information’s clearly. Highlight special requests.
 Ask how many guests will be eating and note down the number on the guest check.
As this will help the waiter to set the tray/cart with the appropriate numbers of
cutleries and crockeries.
Time control system:

 A time control system takes place as soon as the telephone order has been taken.
 Approximate delivery time is given to the guest according to this time evaluation
system established by the Outlet Manager and the Executive Chef.
 A timer is set for the given amount of time. If the order has not been sent up by this
time, a call must be placed to the guest to apologies and re-evaluate the delivery
time. Similar follow-ups must be systematically performed.
Reconfirm the order:
 Politely read the order back to guests and repeat all details.
 Tell guests the approximately how much time it will take to deliver the order.
 Thanks the guest and only disconnect the line after the guest had hanged up the
phone on the other side.

Processing Room Service Order
After taking order successfully now it’s time to process

the orders. Here are some key points:
 Print out the guest check and give the check to room
service attendant to send it into the kitchen from
where order will be delivered. If the order taker use
automated POS system then aware kitchen staff about
the new order who will then print out the check.
 Set up tray and table properly. Here is basic layout:
Figure 1: Sample Hotel Room Service Table Set-up
 If there are any hot items to be served, then the fire up heating plate or oven.
 Then take food from kitchen. Must ensure all ordered items are available
there. Put cold foods first then go for hot items.
 Check all orders closely for the last time in order to avoid inconvenience.
 Use service elevators to reach at guest room.
 In order to avoid collision never push your tray. Always pull.

Door knob breakfast menu order collection:
 The overnight Supervisor shall assign a waiter to collect all door knob breakfast
menu orders every night, according to the schedule.
 Use the service lift to get to the top floor and collect
the door knob breakfast menu orders floor by floor,
working downwards.
 Write down the room number on each door knob
breakfast menu order.
 The assigned waiter must write down the room number
when collecting the door knob breakfast menu order.
 Preparing the bill for the breakfast service.
 The overnight Supervisor shall prepare all the breakfast
bills according to the guests’ door knob breakfast menu
orders.
 Sort out all the prepared bills according to the time of
service, starting from the earliest one, with priority
given to the VIP rooms.
Delivery Time:
 When the order is made, the order taker shall post
it immediately in the POS (Point of Sale) terminal.
The time displayed on the print-out slip shall be
considered for any further reference.
 The order taker shall accurately estimate the time
required for the food preparation and the specific
mise-en-place related to the food order.
 The order taker shall set the time on the especially
designed alarm clock in order to control the
duration of each order preparation control the
duration of each order preparation.
 The order taker shall politely inform the guest by
telephone about any delivery delay.
 Consequently, the order taker shall say the
following: “Good morning/afternoon/ evening,
Mr. / Mrs./ Ms. (the correct family name of the
guest), I am calling from IN ROOM DINING to inform you that we are experiencing a
slight delay with your food delivery. It will take about (time to be defined by the
kitchen team) more minutes. We sincerely apologies for the inconvenience”.

SELF CHECK 5.1-2
Instructions: ESSAY. Answer the following questions. Write your answer on

your Answer Sheet.
1. What is suggestive selling and why is it important?
2. What is the standard operating procedure in taking room service orders

on phone”
ANSWER KEY 5.1-2

1. Suggestive selling is a sales technique where the employee asks the
customer if they would like to include an additional purchase or
recommends a product which might suit the client. Suggestive selling is
used to increase the purchase amount of the client and revenues of the
business.
2. Standard operating procedure in taking room service orders

 Pick up the Telephone within 3 rings or 15 seconds whichever is less.
 Use good telephone etiquette.
 Greet the guest with appropriate greeting using the guest name and
by giving your name for E.g. “Good Morning, This is Captain Name
or Order Taker’s Name how I may assist you?
 Politely ask the guests about the preferences.
 Use up selling techniques by suggesting soups, starters, drinks or
desserts.
 Wherever appropriate mention the approximate time for delivery.
 Repeat the order back to the guest.
 Thank the guest for ordering through in room dining and big farewell
“Thank you for calling Room Service, Have a good day”.

TASK SHEET 5.1-2
Title: Perform Taking Room Service Order Through Telephone
Performance Objective: Given room service and telephone, you should be

able to perform Taking Telephone Orders for Breakfast following the
establishment’s standard operating procedure.
Supplies/Materials : Guest information list, Room service logbook,
Pen, Menu, Order slip/pad
Equipment : Telephone
Steps/Procedure:
Look for a partner and perform the standard operating procedure in taking
room service orders. By following this steps;
1. Pick up the Telephone within 3 rings or 15 seconds whichever is

less.
2. Use good telephone etiquette.
3. Greet the guest with appropriate greeting using the guest name
and giving your name for E.g “Good Morning, This is Captain
Name or Order Taker’s Name how I may assist you?
4. Politely ask the guests about preferences.
5. Use up selling techniques by suggesting soups, starters, drinks
or desserts.
6. Wherever appropriate mention the approximate time for delivery.
7. Repeat the order back to the guest.
8. Thank the guest for ordering through in room dining and big
farewell “Thank You for calling Room Service, Have a good day”.
9. Clearly write out the order in the KOT mentioning the names of
the items, time of ordering, Room number, Name of the Guest,
Portions, Etc.,
10. Complete the KOT (kitchen order ticket) and hand over the
supervisor for execution.
Assessment Method:
Demonstration using Performance Criteria Checklist, Questioning

Performance Criteria Checklist
Task Sheet 5.1-2
CRITERIA
YES NO
Did you….
1. Demonstration taking telephone orders for room
service following the establishment’s standard
operating procedure
2. Answer telephone call promptly and courteously
in accordance with customer service standards.
3. Check and use guests’ name throughout the
interaction
4. Clarify details of orders, repeat and check with
guests for accuracy
5. Use suggestive selling techniques
6. Advise guests of approximate time of delivery
7. Transfer and relay orders promptly to appropriate

location for preparation
8. Build rapport in the whole performance
Bibliography

http://en.wikipedia.org/wiki/Room.service
http://www.hospitality-school.com/hotel-room-service-procedure
http://aboutfoodbeverage.blogspot.com/2012/09sop-standard-
operating-procedures-f.html
http://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-
hotels/f-and-b-service-sop/227-order-taking.html
http://wenku.baidu.com/view/4fc319ee5ef7ba0d4a733b54.html
http://www.trainingscope.com/wp-content/uploads/shopp/files/IRD-
Trolley%20Tray%20Setup.pdf
http://www.pearhighered.com/assets/hip/us/hip_us_pearsonhighered/
samplechapter/0132724545.pdf
http://fandfood.com/how-to-take-order-for-room-service


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Competency-Based Learning Materials

No. Unit of Competency Module Title Code

Prepare the dining Prepare the dining

Welcome guests and Welcoming guests and

Promote food and TRS512389

Provide food and Providing food and

Receive and handle Receiving and handling TRS512392

UNIT OF COMPETENCY : Provide Room Service

MODULE TITLE : Providing Room Service

MODULE DESCRIPTOR : This module deals with the knowledge and

NOMINAL DURATION: 80 Hours

At the end of this module you MUST be able to:

LO1: Take and process room service orders

LO2: Set up trays and trolleys

LO3: Present and serve food and beverage orders to guests

LO4: Present room service account

LO5: Clear away room service equipment

Contents Conditions Methodologies Assessment

2.Standard  Informatio  Group Study  Observation

Learning Activities Special Instructions

Check performance using Performance

After reading this INFORMATION SHEET, YOU MUST be able to:

1. Define what is room service

Reasons behind Offering Room Service

 Many hotels make significant amount of profit out of room service.

Instructions: ENUMERATION. Enumerate the following. Write your answer

1. Define what is Room Service?

2. Give and explain at least two reasons of the following:

2. Why Guest prefers Room Service?

Why Some Guests Don’t Want Room Service?

After reading this INFORMATION SHEET, YOU MUST be able to:

1. Define suggestive selling and its importance.

Great Callers Warmly:

CBLM on Food and Date Developed: Document No: TSR512391

Ask the guest for their names and Room number:

Check the billing instructions of the guest:

Use Suggestive Selling:

CBLM on Food and Date Developed: Document No: TSR512391

Time control system:

Reconfirm the order:

CBLM on Food and Date Developed: Document No: TSR512391

After taking order successfully now it’s time to process

 Set up tray and table properly. Here is basic layout:

Figure 1: Sample Hotel Room Service Table Set-up

CBLM on Food and Date Developed: Document No: TSR512391

CBLM on Food and Date Developed: Document No: TSR512391

Instructions: ESSAY. Answer the following questions. Write your answer on

1. What is suggestive selling and why is it important?

2. What is the standard operating procedure in taking room service orders

ANSWER KEY 5.1-2

CBLM on Food and Date Developed: Document No: TSR512391

2. Standard operating procedure in taking room service orders

CBLM on Food and Date Developed: Document No: TSR512391

Performance Objective: Given room service and telephone, you should be

1. Pick up the Telephone within 3 rings or 15 seconds whichever is

CBLM on Food and Date Developed: Document No: TSR512391

6. Advise guests of approximate time of delivery

7. Transfer and relay orders promptly to appropriate

CBLM on Food and Date Developed: Document No: TSR512391

CBLM on Food and Date Developed: Document No: TSR512391

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