COMPETENCY BASED LEARNING MATERIAL

References/Further Reading

Performance Criteria Checklist

Front Page

Front Page

Sector : TOURISM (HOTEL AND RESTAURANT)

Qualification Title : FOOD AND BEVERAGE SERVICES NC II

Unit of Competency : Provide Room Service

Module Title : Providing Room Service

HOW TO USE THIS COMPETENCY – BASED LEARNING

MATERIALS
 Operation/Task/Job Sheet

Self-Check Answer Key

Self-Check
Information Sheet
Front Page
Learning Experiences
Front Page
Learning Outcome Summary
Front Page
Module Content
Front Page
List of Competencies
Front Page
Front Page
In our efforts to standardize CBLM,
the above parts are recommended
Front Page for
use in Competency Based Training
(CBT) in Technical Front Page
Education and
Skills Development Authority (TESDA)
Front Page
Technology Institutions. The next
sections will show you the
components and features of each part.

COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

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No. Unit of Competency Module Title Code

Prepare the dining

TRS512387
1. room/restaurant area
for service

Welcome guests and

TRS512388
2. take food and
beverage orders

Promote food and TRS512389

3.
beverage products

Provide food and

TRS512390
4. beverage services to
guests

TRS512391
5. Provide room service

Receive and handle TRS512392

6.
guest concerns

MODULE CONTENT

Qualification Title : Food and Beverage Services NC II

Unit of Competency : Provide Room Service

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Module Title : Providing Room Service

Introduction : This unit 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.

Learning Outcomes
At the end of this module you MUST be able to:
1. Take and process room service orders
2. Set up trays and trolleys
3. Present and serve food and beverage orders to guests
4. Present room service account
5. Clear away room service equipment

Assessment Criteria
1. Telephone call is answered promptly and courteously in accordance with
customer service standards.
2. Guests’ 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 of approximate time of delivery
6. Relevant information are recorded and checked in accordance with
establishment policy and procedures
7. Room service orders received from doorknob dockets are interpreted accurately.
8. Orders are promptly transferred and relayed to appropriate location for
preparation.

9. Room service equipment and supplies are prepared in accordance with

establishment procedures.
10. Proper room service equipment and supplies are selected and checked for
cleanliness and condition.
11. Trays and trolleys are set up keeping in mind balance, safety and
attractiveness.
12. Room service trays or trolleys are set up according to the food and beverage
ordered
13. Orders are checked before leaving the kitchen for delivery.

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14. Food items are covered during transportation to the room.
15. The guest’s name is verified on the bill before announcing the staff’s presence
outside the door.
16. Guests are greeted politely in accordance with the with establishment’s service
procedures.
17. Guests are asked where they want the tray or trolley positioned.
18. Food orders are delivered on the time desired by the guest.
19. Guests’ accounts are checked for accuracy and presented in accordance with
establishment procedures
20. Cash payments are acknowledged and then presented to the cashier for
processing in accordance with establishment guidelines
21. For charge accounts, guests are asked to sign the bills.
22. Procedure to take away the tray or trolley when the guests have finished their
meal is explained.
23. Floors are checked and cleared in accordance with establishment policy and
guidelines.
24. Dirty trays are cleared in accordance with the establishment’s procedure.
25. Trays and trolleys are cleaned and returned to the room service area.

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LEARNING OUTCOME 01 Take and process room service orders

CONTENTS:
1. Answering Telephone promptly and courteously
2. Checking and using the Guest’s name throughout the interaction
3. Clarifying, repeating and checking of orders
4. Techniques in suggestive selling
5. Approximate time of delivery
6. Recording and checking the relevant information
7. Equipment and supplies in room service
8. Transferring and relaying the orders
ASSESSMENT CRITERIA
1. Telephone call is answered promptly and courteously in accordance
with customer service standards.
2. Guests’ 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 of approximate time of delivery
6. Relevant information are recorded and checked in accordance with
establishment policy and procedures
7. Room service orders received from doorknob dockets are interpreted
accurately.
8. Orders are promptly transferred and relayed to appropriate location
for preparation.
CONDITION
The participants will have access to:
1. Name of the guest
2. Room number
3. Number of persons
4. Detailed food orders
5. Time the order was taken
6. Time for delivery

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ASSESSMENT METHOD
1. Written test
2. Performance test
3. Interview/Questioning

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 Learning Experiences
Learning Outcome 01

Learning Activities Special Instructions

Handouts Read and understand the information sheet

and check yourself by answering the Self-
check. You must answer all questions
correctly before proceeding to the next
activity.
PowerPoint Presentation

Job Sheets will help you practice your

skills. The Performance Criteria Checklist
Learning Guide will guide and help you evaluate your work
as you are practicing your skills. When you
are ready, present your work to your trainer
for final evaluation and recording.

If you have questions about the use of the

matrix, please ask your trainer.

You must finish and accomplish

all the activities/tasks of tis LO
before you proceed on the next
LO – title.

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 Information Sheet 1.1.1
Answering Telephone Promptly and Courteously

Learning Objectives:
After reading this Information Sheet, you must be able to:
1. Analyze how to answer telephone
2. Show positive attitude when answering telephone
3. Demonstrate answering telephone promptly and courteously

Guests may have several options to place a room service order Intranet
within their room, completing a door knob menu or using the telephone. The
telephone is the most common method. The precise telephone procedure used to
take room service orders can vary from establishment to establishment. This is
because some establishments may operate a room service department staffed by
room service attendants at all times. In establishments where the demand for
room service is not very high, a restaurant waiter may be required to take and
process room service orders. In cases where there is a room service department,
the room service orders may come via a telephone or in house intranet order,
which may or may not feature a room identification feature.
The room service order taker is responsible for taking inbound calls for room
service. He or she should knowledgeable on all the food items listed in the menu
book. He or she should also be familiar with service times and all other food
related services offered by the hotel. He or she should also be a good suggestive
seller as well. Courtesy is a must for an order taker for he or she directly
converses with guests over the telephone.

When answering this type of telephone the greeting could be similar to the
following:
 “Good morning, Room Service, Van speaking, may I have your room number,
please?
Or
 “Good morning, thank you for calling room service, frank speaking, how may I
help you?” In cases where waiters may take and process room service orders,
waiters may even deliver the order to the room. When answering a telephone that
is linked to the main restaurant operations, and not solely used for room service
orders, the waiter may use a type of greeting that is similar to one of the following:
 “Good evening, Raffles Restaurant, Jackie speaking.”
Or
 “Good morning, Turtle Restaurant, This Frank speaking, how may I help you?”

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Whatever the greeting, it must be in accordance with the following
guidelines:
 Always answer the telephone promptly on the 2nd or 3rd ring
 Identify yourself and the department
 Always be courteous, guests may be tired or unsure of the procedure
 Always answer the telephone in accordance with establishment policies.
Your supervisor will have
 Always be happy to help
 Always use the standard greeting, being consistent with other colleagues
and in line with the establishment procedures
 Try to smile when speaking, as a smile can be heard in the voice.
As soon as you have delivered the appropriate telephone greeting, you should ask
for the customer’s name and room number.

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 Self Check 1.1.1
CHRONOLOGICAL ORDER: Arrange the following procedures in taking and
processing room service in chronological order. Write number 1 -5 in the space
provided.

_______ Take guest order for room service

_______ Action the room service order according to enterprise procedures
_______ Record room service order
_______ Confirm guest order for room service and advice of expected service time
_______ Use selling techniques to optimize room service sales

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 Answer Key ___________

1. 1
2. 5
3. 3
4. 4
5. 2

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 Task Sheet 1.1.1
Title: TAKE AND PROCESS ROOM SERVICE ORDERS

Performance Objective: It is a requirement of this Unit you complete Work

Projects as advised by your Trainer. You must submit
documentation, suitable evidence or other relevant proof
of completion of the project to your Trainer by the agreed
date.

Supplies/Materials: 1. Suitable evidence or other relevant proof of completion.

Equipment : TELEPHONE, BALLPEN, PAPER, COMPUTER

Steps/Procedure:
1. Research and Identify
2. Guests request
3. How to provide

Assessment Method:

Use the Performance Criteria Checklist

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 Performance Criteria Checklist 1.1.1

CRITERIA
YES NO
Did you….
1. Why do hotels and resorts have Room Service?

Research the types of room services available in 3 hotels

2. Design an order docket sheet that could be used to take
a room service order.
3. From a web site locate 3 hotel menus and select dishes
suitable for a room service menu and why you think
this dish would be suitable for Room service complete
the following.
 Name the hotel and restaurant
 Analysis what guest need to know or what
questions the guest might ask
 Menu Item: Spicy and sour vegetable soup with
Grouper fillets
 E.g. how spicy is this or is this hot?
4. Using the room service order below calculate how long
the items would take to cook.

Write questions to identify how you would confirm the

details of the order with the guest.

List variables that would influence the timing of this

order.
5. Using the following conversation put the relevant
information into your order form from 1.2:
“Hi, my name is Mai Lee I would like to order some
Ms. Mai Lee dinner.”

Room 1214 “Yes I am in room 1214.”

“Can I have it at 7.30pm please?”

Dinner
“I would like a serve of prawn salad with some
1. Mango Juice extra Tabasco sauce.
2. Prawn salad with some And for main course a grilled beef steak with
extra Tabasco sauce steamed vegetables.”
3. Grilled beef steak with “Sorry no wine but can I have a glass of mango
steamed vegetables juice?”
4. Lemon pancakes with “For dessert I would like lemon pancakes with Ice
Ice cream cream.”
5. Cup of espresso coffee “Can I also get a cup of espresso coffee please?”

“I am in my room but would like to eat on the table

on my balcony.”

“Yes that will be charged to my Room account.”

“Thank you.”

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LEARNING OUTCOME 02 Set - Up Trays and Trolleys
CONTENTS:
1. Equipment and material selection and set-up
ASSESSMENT CRITERIA
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 presentation and
establishment standards
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
CONDITION
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies
butlers Trolley hand towels
condiments pen and paper
cutlery beverages
glassware
ASSESSMENT METHOD
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination

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 Learning Experiences
Learning Outcome 02
Learning Activities
Read: Information Sheet 5.2-1
“Relay information in a clear
and concise manner using
appropriate communication
techniques ”
Answer: Self Check 5.2-1
Perform: Task Sheet 5.2-1
Special Instructions
This Learning Outcome deals with the
development of the Institutional
Competency Evaluation Tool which trainers
use in evaluating their trainees after
finishing a competency of the qualification.
Go through the learning activities outlined
for you on the left column to gain the
necessary information or knowledge before
doing the tasks to practice on performing
the requirements of the evaluation tool.
The output of this LO is a complete
Institutional Competency Evaluation
Package for one Competency of Food and
Beverage Services NCII. Your output shall
serve as one of your portfolio for your
Institutional Competency Evaluation for
Provide Room Service.
Feel free to show your outputs to your
trainer as you accomplish them for
guidance and evaluation. This Learning
Outcome deals with the development of the
Institutional Competency Evaluation Tool
which trainers use in evaluating their
trainees after finishing a competency of the
qualification.
Go through the learning activities outlined
for you on the left column to gain the
necessary information or knowledge before
doing the tasks to practice on performing
the requirements of the evaluation tool.
After doing all the activities for this LO2:
Set – Up trays and trolleys; you are ready to
proceed to the next LO3: Present Room
Service Meals and Beverages to Guest.
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 Information Sheet 1.2.1
PRPEPARE FOR ROOM SERVICE

Learning Objective:
After reading this module, the learner must be able to prepare basic food and
beverage items 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 required or requested for all
meal periods. Room Service needs to serve a variety of food items to meet guest’s
needs some items will require room Service staff to prepare such as cutting fruit,
slicing meat for example ham or salmon. Room Service staff will require knife
skills and basic cooking and food arrangement skills.

Portion pack items are used to save wastage and costs. Portion packs or control
packaged items are foods or beverages prepackaged in pre-set amounts considered
to be a single portion.

Some of those items may include:

 Jams and breakfast spreads
 Dairy products – butter, milk and cream
 Sauces and dressings
 Boxed breakfast cereals such as Coco pops or Cornflakes
 Cold stewed or cooked fruit compote
 Salt and pepper sachets, instant coffee, chocolate and
 tea sachets
 Sliced bread, bread rolls or pastries, packaged sweet or dry biscuits
 Alcoholic and non-alcoholic beverages – wine, beer, juices, mixed drinks, dairy
products such as long life milk.

In order to be effective in room service staff should spend some time familiarizing
themselves with the items that are available, and how they are packed and
presented. Staff need to understand the normal use, are they breakfast items or
are they served at other meal times or with specific dishes. Check with colleagues
or management to find out where replacement stocks are kept, and who is
responsible for the re-order of stock. Room service staff needs to read the policies
and procedures for the order and supply of all Items Room service uses.

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 SELF CHECK 1.2.1

Direction: Write T if the statement is correct and F if the statement is wrong.

______ 1. Tray covers – generally a linen cloth or paper cloth (non-slip type) table
linen for trolleys, and serviettes

______ 2. Always check all items are clean and where needed polished. If items
appear unclean they should be changed if the items are damaged they should be
sent for repair or disposed of as unsafe.

______ 3. Trays can be set up for 1 to 4 people, depending on the order type and
the safety and balance of items.

______ 4. When collecting an order check you have your order form to confirm the
order, it may be you who takes the order and delivers the order or someone else

______ 5. Room service may have their own production kitchen or share with a
Restaurant or other dining area, there may be a chef solely allocated to room
service orders or staff may have to take their turn with Restaurant staff.

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 ANSWER SELF CHECK 1.2.1
1. T
2. T
3. T
4. T
5. T

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 Task Sheet 1.2.1
Title: PREPARE FOR ROOM SERVICE

Performance Objective: It is a requirement of this Unit you complete Work

Projects as advised by your Trainer. You must submit
documentation, suitable evidence or other relevant proof
of completion of the project to your Trainer by the agreed
date.

Supplies/Materials :
2. Suitable evidence or other relevant proof of completion.

Equipment : ORDERED MENUS

Steps/Procedure:
4. Research and Identify
5. Guests request
6. How to provide

Assessment Method:
Use the Performance Criteria Checklist

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 Performance Criteria Checklist ______

CRITERIA
YES NO
Did you….
1. Research 2 brand names and the portion size available for the
following products.
 Jam
 Breakfast spreads
 Dairy products
 Boxed cereals
 Fruit juice
 Coffee
 Tea
 Packaged biscuits.
2. We are a 5 star international resort complex set in an exotic
beachfront location.

Using the tray outlines below draw and explain a tray set up for
fully cooked breakfast for one and a continental breakfast for
one.

Explain the different requirements for each type of breakfast.

3. Indicate where you will collect each of the following items from.
Food item Hot Cold Baker Beverag Room
Kitche kitche y e Bar Servic
n n e
Store
 Eggs and
Bacon
 Croissant
 Cheese

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 platter
Biscuits
 Bottle of
wine
 Chocolate
Milk Shake
 BLT in pita
bread
 Scone
 Jam
 Cream
 Grilled
Steak
[Rare]
 Salad
 Mustard
 Martini
 A fresh
orchid
4. Prepare a check list to Verify what s on the tray or trolley prior
to delivery.

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 Job Sheet 1.3.1
Title: PROVIDE ROOM SERVICE
WORK PROJECT

Performance Objective: It is a requirement of this Unit you complete Work

Projects as advised by your Trainer. You must submit
documentation, suitable evidence or other relevant proof
of completion of the project to your Trainer by the agreed
date.

Supplies/Materials :
3. Suitable evidence or other relevant proof of completion.

Equipment : ROOM SERVICE OVAL TRAY, PLATES,CUTLERIES

Steps/Procedure:
2. Research and Identify
3. Guests request
4. How to provide

Assessment Method:
Use the Performance Criteria Checklist

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 Performance Criteria Checklist 1.3.1

CRITERIA
YES NO
Did you….
1. Choose one of the orders below and create a check list of
the safety requirements
2. How would the route you take impact on the way you set
up the tray/trolley?
3. Write a Script for a role play incorporating requesting
permission to enter the guest's room
4. Add to your script communication with the guest to
establish where they want to eat and how you can
rearrange items and any safety requirements
5. Add a conversation script confirming the items and some
explanation as to what is being served
6. Describe the actions you would take to serve the food
items
7. Describe the actions you would take to serve the beverage
items:
Guest/Room Meal Order
number/Timing
Ms. Wiseman Room  Chicken Broth
515 Lunch at 1200  Roast Pork and green
hours steamed vegetables
 One [1] pot of Tea
Mr. McDonald Room  Seafood chowder
412 Dinner at 2000  Grilled Flounder with
hours garden salad
 Chicken and Vegetables
with steamed rice
 Hot Chocolate Pie &
Cream Pot of Coffee
 House Riesling 1 glass
Mr. Wilson Room 319  Tomato Juice
Breakfast at 0800  Toasted Muesli & cold
hours Milk
 Ham & Cheese Omelette
with toast
 Crispy Bacon
 Breakfast pastries &

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 spreads
 Coffee X 1 pot

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