Food and Beverage Services – Senior High School

Alternative Delivery Mode

Quarter 4– Module 5: Provide Room Service
First Edition, 2019

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the Module

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 Senior High School

Food and Beverage

Services
Quarter 4 – Module 5:
Provide Room Service
This instructional material was collaboratively developed and reviewed by
educators from public and private schools, colleges, and/or universities. We
encourage teachers and other education stakeholders to email their feedback,
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 TABLE OF CONTENTS
Page

COVER PAGE i
COPYRIGHT PAGE ii
TABLE OF CONTENTS iii
TITLE PAGE iv

Lesson 1 – Take and Process Room Service Orders 1

Introduction 1
Definition of Terms 2
Pre – Test 3
Taking Room Service Order Procedure 4
Activity 5.2 8
Generalization 9
Application 9

Lesson 2 – Set-Up Trays and Trolleys 11

Activity 2. 1 11
Prepare the tray and trolley 10
Enrichment Activity 17
Generalization 18
Application 18

Lesson 3 – Present and serve food and beverage service orders 20

Present and serve food and beverage service orders 20

Enrichment Activity 22
Generalization 23
Application 23

Lesson 4 – Present Room Service Account 25

Presenting Room Service Account to Guests 25

Enrichment Activity 27
Generalization 24
Application 25

Lesson 4 – Clear Away Service Equipment 28

Clear Away Service Equipment Procedure 29

Enrichment Activity 31
Generalization 31
Application 31

Assessment 33
Reference
 Lesson
FBS: Take and Process Room
1
Service Orders

Welcome to this module! You have come this far in learning about the Food &
Beverage Services. This module is designed for you to reach your highest level of
learning as you go along this journey. We believe that you will have a productive and
enjoyable experience upon exploring this module. Have fun!

What I need to know

In this part, you will learn about the room service which is one of the
competencies in the Food and Beverage Services. You will also learn how to take and
process room service orders, how to set –up trays and trolleys, how to present and
serve food and beverage orders, how to present room service account, also how to
clear away room service equipment. One thing is more exciting in this section is it will
help you more in developing your communication and demonstration skills by following
the given establishment standard procedure.

After going through this module, you are expected to:

1. demonstrate the room service telephone conversation following the

telephone etiquette;
2. master the setting up of trays and trolleys; and
3. perform and serve the food and beverage orders to guest by following the
room service procedure.

In order to achieve the objectives of this module, here are the guide for you:

1. Read and follow the instructions carefully.

2. Answer the pre-test before going through the lessons
3. Take note and record points for clarification.
4. Answer keys are at the last part of the module for reference.

1
 TERMS AND DEFINITION

Terms Definition

Room Service

Also known as “In- room dining”, one of

the offered services in the hotel where
the guest orders will be delivered to
their rooms

Credit card

A small plastic card issued by a bank,

allow the holder to purchase goods and
services on credit.

Trolley

Used in serving guest orders or used in

delivering foods guest to the rooms.

Cutlery

Are the materials used in dinning, like

dinner knife, dinner , fork.

Bill Folder It is the container of the payment of the

guests.

2
 What I know

Directions: Read the items carefully. Encircle the letter of the

correct answer.
1. First thing to do in the room service in telephone conversation.
a. State room service dept. and greet the caller.
b. Answer the telephone on the first ring.
c. Repeat and confirm the order of the guest
d. Thank and bid Goodbye
2. Which skills a room service staff must have?
a. Ability to communicate
b. Imaginative
c. Artistic
d. Writer
3. An order form should have the following Except:
a. Date
b. Name/ room number
c. Time of order
d. Time of delivery
4. The trolley/ tray should then be filled with one of the following:
a. Cabinet
b. Flower vase/ centerpiece
c. Shoebox
d. Soap
5. During the room service telephone conversation, what you should get from
the caller?
a. Room number
b. Television
c. Pillow
d. Favorite pet

3
6. One way to settle the bill of the guest is in ____________
a. Cash
b. promissory note
c. forcing
d. begging
7. Which is not part in taking order of the guest?
a. Listen and write the order of the guest

b. Do the suggestive selling

c. Repeat the order and confirm for the finalization.

d. Do the cleaning

8. In the room service procedure, which of the following is the additional

services?

a. Sleeping outside the door

b. Fill the water goblet

c. Eating together with the guest

d. Using guest’s comfort room.

9. Which of the following is not part in setting up the trays and trolley?

a. Put the flower vase/ centrepiece at the side of the trolley

b. Put the salt and pepper at the side of the flower vase

c. Place the bread plate and butter spreader

d. Put the garbage below the trolley

10. What is the last thing to place in the trolley during the delivery of the room
service?

a. Salad plate

b. Water pitcher

c. Table napkin

d. Flower vase

4
 What’s In

In the previous module you learned about the service sequence from the
guest arrival procedure, order taking procedure also the restaurant technology. In this
of module, you will develop and get new knowledge and skills by learning the room
service following the standard establishment procedure and it also target to develop
your communication skills in this part.

What’s New

Taking Room Service Order Procedure

Have you tried to check in a hotel and restaurant? Where you simply stay
in the room and when you just wait for the waiter and waitreses serve you for your
request? That type of service is what we call a room service. Room Service also
known as “In- room dining”, one of the offered services in the hotel where the guests
orders will be delivered to their rooms. The room service is one of the highlights in the
food and beverages services because guests are given the chances to enjoy
consuming their food while staying in the hotel room which is or that consider as a
unique service in the hotel and restaurant. Room service is also advantage to the
guests because they save their time and effort in going to the dining area especially
those who have a busy schedule.

To explore more about room service, learn about the sequence of the room service
telephone conversation ,the first step in the room service. This is the indication that
room service is requested.

Activity 5.1
Directions: Upon reading, fill up the blanks for the steps of taking up room service
telephone conversation.
1._________________________________________________.
2._________________________________________________
3._________________________________________________

5
 4._________________________________________________
5._________________________________________________
The first thing to take up a room service is to have a call to the receptionist
where the guest have to make the first move for any request. The receptionist will
follow for more inquiries regarding the guest’s orders and request. The receptionist
must make it sure that they get the correct information and must accommodate the
guest in a warm and pleasant manners.

What is It

This is the flow in taking up the room service through telephone conversation.

A. ROOM SERVICE TELEPHONE CONVERSATION:

1.Answer the telephone on the first ring.

2. State room service department and greet the caller

3. Get the caller’s:

a. Room Number

b. Full name of the caller

4. Take the order of the customer (the customer will instantly state hid
order base
from the menu in the room.)

a. Listen and write the order of the guest

b. Do the suggestive selling

c. Repeat the order and confirm for the finalization.

5. Ask the guest for the time of delivery of the food and how the guest
wanted to settle his/her bill (is it in cash, credit card or charge to the
account.)

6. Thank you & bid goodbye.

6
 What’s More

Read and understand the sample script of the room service attendant
on how it is done. Familiarize the procedure, making sure to speak clearly and
fluently to make it understandable to the guest.

Room Service Telephone Conversation Script

Attendant: Hello, good morning room service department. This is (NAME) speaking.
How many I help you?

Guest: Good morning. Can I order for my breakfast?

Attendant: Yes, ma’am/ sir. But before that may I know who’s in the line and your
number please? Or your complete name and your room number please.

Guest: I am (NAME) and my room number is 123.

Attendant: Ma’am, we have 3 types of breakfast: Continental, Traditional and

American breakfast. In traditional breakfast, we offer 2 types of main course. We
have pork adobo with 1 cup of rice and fried chicken with 1 cup of rice. Which one
would you like to have ma’am/ sir?

Guest: Pork Adobo

Attendant: We offer fresh fruits, ma’am/ sir. Would you like to have 2 slices of
mango, 2 slices of melon or 1 piece of banana?

Guest: 2 slices of mango

Attendant: We also offer fresh juice. Mango or pineapple?

Guest: Mango Juice

A: For the bread ma’am/ sir, would you like to have a butter or cheese bread?

G: Cheese bread.

A; How about coffee ma’am/ sir, we have latte, black coffee and cappuccino.

Guest: Latte please.

Attendant: Ok ma’am /sir. What time would you like your foods to be delivered
ma’am/ sir?

G: At exactly 8:00 in the morning.

7
Attendant: Alright ma’am /sir. I will repeat the details of your order. You ordered
traditional breakfast and it consists of 1 cup of rice with pork adobo, 2 slices of
mango, mango juice, cheese bread and latte. It will be delivered in your room at
exactly 8:00 am. Did I get your order right ma’am/ sir?

Guest: Yes, that is correct.

Attendant: By the way ma’am/ sir, in what way would you like to settle your bill? Is it
in cash, credit card or charge to your room?

Guest: Charge to my room.

A: Alright ma’am/ sir. Is there anything else you need ma’am/ sir?

Guest: No. / None so far.

A: Ok ma’am /sir. Thank you so much for calling and if you have some inquiries don’t
hesitate to call (NAME OF HOTEL, ROOM SERVICE DEPARTMENT). Have a nice
day.

Activity 5.2 Room Service Telephone Conversation

Perform as the hotel receptionist where a certain guest ask for a room service in the
hotel. Follow the sequence of telephone conversation script you studied.
In this activity, you will be rated based on the rubrics below.

CRITERIA EXCELLENT SATISFACTORILY NEEDS TOTAL

(5) (3) IMPROVEMENT
(1)

Take guest
order for
room service

Use selling
techniques
to optimise
room service
sales

Confirm
guest order
for room
service and
advise of

8
 expected
service time

Record room
service order

What I Have Leaned

Congratulations! You are almost done with the lesson. to assure that you
understand the lesson well, get your activity notebook, write at least 5 sentences on
what you learn about the lesson.

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
__________________________________________________

What I Can Do

You are assigned as the hotel receptionist for today, and one of the guest call the
front desk office asking for a room service for their orders and request because they
said they better take their meal inside the room since they are in a hurry. How will
you cater their request as a receptionist? You are given 10 minutes to finish this
task.
In this activity, you will be rated based on the rubrics below9.

CRITERIA EXCELLENT SATISFACTORILY NEEDS TOTAL

(5) (3) IMPROVEMENT
(1)

Take guest
order for
room service

Use selling
techniques to

9
 optimize
room service
sales

Confirm
guest order
for room
service and
advise of
expected
service time

Record room
service order

10
 Lesson
FBS: Set-Up Trays and Trolleys
2

What I need to know

You are entering on the next lesson, you are amazing! After going through
this lesson, you are expected to:

1. Identify the tools and materials needed for the room service.
2. Familiarize the sequence in delivering the room service
3. Presenting the guest orders and request
4. Following the standard procedure in presenting the room service to guest.

What’s In

On the previous lesson, we had learned on how to take up room service to

guest through telephone conversation, on how to deal the guest’s orders and requests.
And now we walking through the next lesson, let’s discover more, learn new and enjoy.

What’s New

Set –Up Trays and Trolleys

In the hotel and restaurant industry , they filled their customer in a high level
satisfactory convenience for their guests, It is one way of getting the patriotism and
heart of them. Part of the room service is the setting up the trays and trolleys before
heading to the room of their guests.

Activity 2. 1 Setting up the trays and trolleys.

Directions: Below is a table , where you are task to write the materials needed for
setting up trays and trolleys for the room service. Good Luck!

11
 Set up trays and trolleys

1. 2. 3. 4.

5. 6. 7. 8.

9. 10. 11. 12.

What is It

Prepare the tray and trolley

After getting the order and request of the guest , As assigned to be the room
service attendant, plenty of considerations must be follow and prepare before
heading to the guest room.These are the following considerations in setting up tray
and trolley:

1. When the order is now ready immediately go to the kitchen. Look and
Check for correct crockery, cutlery and glassware are in place. Check
items if it is clean
2. Check of the order of the guest and the orders given by the kitchen are
matched.
3. Put the hot food in a warmer and see to it that is has a food cover.
4. Check the food if its presentable and appetizing following the
establishment standard presentation.
5. Check the time expected to deliver. Avoid delay of delivery.

These are the following steps in setting up trays & trolleys:

Put the flower vase/ centerpiece at the side of the trolley.

12
Put the salt and pepper at the side of the flower vase.

Followed by the side plate and cutlery.

Dinner knife & fork, demitasse

Bread plate and butter spreader

Salad Plate

13
Cup and saucer

Coffee creamer

Teapot

Water Pitcher

14
Water goblet

High ball Glass with cover

Main course ( Dinner Plate)

15
Food Cover

Placemat

Bill Folder

16
Table Napkin

What’s More

Directions: Match Column A with Column B. Write only the letter of your answer.
Write the letter of your choice on the space provided.

COLUMN A COLUMN B

________1. Food Cover a.

________2. Water goblet b.

________3. Teapot c.

________4. Bread plate and butter spreader d.

_________5. High ball glass with cover

e.

17
 What I Have Leaned

Congratulations! You are almost done with the lesson. to assure that you
understand the lesson well, get your activity notebook, write at least 5 sentences on
what you learn about the lesson.

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

What I can Do

Are you excited to try it to yourself in setting up of the trays and trolley
for the room service? Okay. You just have to familiarize every step and
master it through application. You are given 25 minutes to master it before
the final demonstration.
In this activity, you will be rated using the rubrics below.

CRITERIA EXCELLENT SATISFACTORILY NEEDS TOTAL

(5) (3) IMPROVEMENT
(1)
Prepare basic
food and
beverage
items for room
service

Set up trays,
trolleys and
equipment for
room service
in accordance
with enterprise
standards and
orders
received

Collect food
and beverage
items from

18
 kitchen and
bars for room
service
delivery

Verify food
and beverage
items prior to
delivery to
room

19
 Lesson
FBS: Present and serve food
3
and beverage service orders

What I need to know

Welcome to the next lesson! After going through this lesson,

you are expected to:

1. transport trays and trolleys to the guest room;

2. present and serve the food and beverage orders to your guest;
3. communicate in a fluent speaking and confidence; and
4. to perform a hospitable accommodation to guest.

What’s In

On the previous lesson, you had learned on how to cclassify the tools and
materials needed for the room service. Familiarize the sequence in delivering the room
service, presenting the guest orders and request, following the standard procedure in
presenting the room service to guest. And now we are here to the next lesson, let’s
discover more, learn new and enjoy.

What’s New

Present and serve food and beverage service orders

Bringing the food orders and other request of the guest must be done well and
assuring the on-time delivery as expected by the t to avoid disappointment feedback
from the guest. Most especially it aims to create an excellent satisfactory dining
experience to the guest.

20
 These are the following procedure in presenting and serving the food and
beverage service orders to the guest:

7. Offer amenities.
1. Knock the door.

2. Once the door is open 8. Present the bill

introduce yourself. of the guest

3. Confirm the name of the

9. Ask the time of
person ordering the food.
cleaning the soiled
State the name of the guest
dishes.
and the kind of food he/ she
ordered.

4. Once you are inside the 10. Return on the time

room, ask the guest where he expected.
wanted to be set up.

5. Inform the guest that the set- 10. Clear the table
up is ready (if the guest (Use the 3'S in
prefers it to be set up on the cleaning
table) .Segregate, Stock,
Scrape).

6. Offer the additional services 11. Thank you and bid

goodbye.
• Fill the water goblet
• Offer fruits
•Serve coffee or tea
(If ordered)

21
 What’s More
After you have learned about taking and process room service orders, set –up
trays and trolleys, this time you will learn to perform the presenting and serving the
food and beverage orders to guest. You are given 25 minutes of time to master the
task. Have fun!

In this activity, you will be rated using the rubrics below.

CRITERIA EXCELLENT SATISFACTORILY NEEDS REMARKS

IMPROVEMENT
(5) (3)
(2)

Transport room
service trays and
trolleys to guest
room
Enter guest room
and prepare for
in-room service in
accordance with
guest
requirements or
preferences,
where applicable
Identify room
service items that
have been
supplied and
confirm order with
guest
Serve food items
in accordance
with enterprise
standards and
guest
requirements

22
 What I Have Leaned

Congratulations! You are almost done with the lesson. To measure that you
understand the lesson well, get your activity notebook, write at least 5 sentences on
what you learn about the lesson.

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
__________________________________________________

What I can Do

Scenario: Guest from room number 113 ask for a room service expecting
delivery of order after 20 minutes. Perform the presenting and serving the food and
beverage service order to guest. in this activity you will be rated in the rubrics below:

CRITERIA EXCELLENT SATISFACTORILY NEEDS REMARKS

IMPROVEMENT
(5) (3)
(2)

Transport room
service trays and
trolleys to guest
room
Enter guest room
and prepare for
in-room service in
accordance with
guest
requirements or
preferences,
where applicable

23
Identify room
service items that
have been
supplied and
confirm order with
guest

Serve food items

in accordance
with enterprise
standards and
guest
requirements

POST TEST

24
 Lesson Present Room Service
4 Account

What I need to know

Welcome to the next lesson! After going through this lesson, you are expected
to:
1. Checking service documentation before presenting to the guest.
2. Present room service account to the guest.
3. Process payment of room service account

What’s In

On the previous lesson, you had learned on how to classify the tools and
materials needed for the room service. Familiarize the sequence in delivering the room
service, presenting the guest orders and request, following the standard procedure in
presenting the room service to guest. And now we are here to the next lesson, let’s
discover more, learn new and enjoy.

What’s New

25
Presenting the room service account is one of the steps providing the room service
to guest, and it is one of the major important aspect of it because it is where you
verify guest order and receive the payment from them. To achieve that task there are
some steps and consideration to follow in achieving the presenting room service
account.

1. Checking service documentation before presenting to the guest.

Before presenting the guest bill, the receptionist / room service staff must
verify and confirm the information to those guest who are asking for their bill
in the room service. Information needed such as registered guest name,
room number, delivery time, account type, is it in cash basis, credit card or
charge to the account, and total account.
2. Present room service account to the guest.
The room service staff will proceed to the registered guest name , present and
explain the bill, provide a pen and politely ask for confirmation of the bill.
There are some guest who uses their credit card or charge to the account,
this time the room service must get again the right documentation for
confirmation of details. And when the guest pay for cash basis, the staff must
check again the total amount for verification
4. Process payment of room service account
Before leaving the room double check again the the account or bill.and don’t
forget to ask signature for verification before processing the account,
especially in a cash basis where sometimes the staff must return to give back
the change for the registered guest in the room.
This is an example for the room service script:
Room Service Staff: Good morning ma’am /sir, this _________ your room
service attendant earlier, may I present to your bill., how would you like to settle your
bill , is it in cash, credit card or charge to your room?
Guest: Charge to my room.
Room Service Staff I will be back with your receipt and change.
Room Service Staff: Excuse here is your receipt and change, is there
anything else I could do for you?
Guest: No
Room Service Staff : Thank you for staying in our hotel, we are looking
forward for your next visit.

26
 What’s More

After you have learned about taking and process room service orders,
set –up trays and trolleys, presenting and serving the food and beverage
orders to guest. This time you have to practice the presentation of the room
service account You are given a 10 minutes of time to master the task. Have
fun!
In this activity, you will be rated using the rubrics below.

CRITERIA EXCELLENT SATISFACTORILY NEEDS REMARKS

IMPROVEMENT
(5) (3)
(2)

Deliver the
account or bill to
guest promptly

Provide clear
information and
details of account
to guest
Process payment
of guest.

What I Have Leaned

Congratulations! You are almost done with the lesson. To measure that you
understand the lesson well, get your activity notebook, write at least 5 sentences on
what you learn about the lesson.

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
__________________________________________________

27
 What I can Do
In a given situation, you are tasked as a room service attendant, and
it’s about time to present the room service account to guest. You are given a
10 minutes of time to master the task. Have fun!
In this activity, you will be rated using the rubrics below.

CRITERIA EXCELLENT SATISFACTORILY NEEDS REMARKS

IMPROVEMENT
(5) (3)
(2)

Deliver the
account or bill to
guest promptly

Provide clear
information and
details of account
to guest
Process payment
of guest.

Lesson
FBS: Clear Away Service
5
Equipment

28
 What I need to know

Amazing you have come this far! Welcome to the next lesson! After
going through this lesson, you are expected to:

1.Clear the room service trays, trolleys and service items from guest.

2. Return the room service trays, trolleys and service items to the proper
location.

What’s In

On the previous lesson, you had learned on how to classify the tools and
materials needed for the room service. Familiarize the sequence in delivering
the room service, presenting the guest orders and request, following the
standard procedure in presenting the room service to guest, present room
service account. And now we are here to the next lesson, let’s discover more,
learn new and enjoy.

What’s New
Clear away room service equipment is the last part of the room service
offered by a certain hotel, the room service staff are obligated to immediately respond
the need of collecting the items for guest convenience. It must be done by following
the standard operating procedure by the industry.

Remove room service trays , trolleys and service items.

After the room service has been delivered, it s one of the task of the room
service staff to collect immediately the use trays and trolleys especially if the
housekeeping reported for a left out items inside the registered guest in the room. The
room service staff must collect all the items used for the orders of the guest , making
it sure that everything is compiled well to avoid breakage of items, For the trays and
trolleys are left out ,they will have to conduct a floor check for avoiding guest risk and

29
preventing untidy corridors. Checking the trays and trolleys is one of the standard
duties that must be follow. Make sure nothing left behind as getting up all the items .

Return room service trays , trolleys and service items to appropriate location.

After collecting the trays and trolleys from the rooms , it is necessary to return
to the room to keep the standard maintenance of the items, also considering that other
guest might be requesting for another room service, it will assure for the fast service
for the room service staff. The general procedure would be to unload all trays from the
trolley. Begin from emptying the soiled food , when the trolley is empty check the
condition and safety of it and wipe off any dirt and clean, sanitize for immediate use
on it. Put all the soiled linen to a dirty linen basket or bag, and the supplies of salt and
pepper are refilled and put it on the room service dry store, the vases or centrepiece
must be located on ta safety area to avoid of breaking glasses.

What’s More

After you have learned about taking and process room service orders,
set –up trays and trolleys, presenting and serving the food and beverage
orders to guest, presentation of the room service account. This time you have
to practice the clear away room service equipment, You are given a 15 minutes
of time to master the task. Have fun!

In this activity, you will be rated using the rubrics below.

CRITERIA EXCELLENT SATISFACTORILY NEEDS REMARKS

IMPROVEMENT
(5) (3)
(2)

Remove the room

service trays,
trolleys and
service according
to the standard
procedure

30
 Deliver the items
to the appropriate
location

Manage well the

process of
clearing away the
room equipment

What I Have Leaned

Congratulations! You are almost done with the lesson. To measure that you
understand the lesson well, get your activity notebook, write at least 5 sentences on
what you learn about the lesson.

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
________________________________________________

What I can Do
You are assigned as a room service staff and your task is to
collect and clear away room service equipment from your guest room, you are given
15 minutes to conduct this activity
In this activity, you will be rated using the rubrics below.

CRITERIA EXCELLENT SATISFACTORILY NEEDS REMARKS

IMPROVEMENT
(5) (3)
(2)

Remove the room

service trays,
trolleys and
service according
to the standard
procedure

31
Deliver the items
to the appropriate
location

Manage well the

process of
clearing away the
room equipment

32
 Assessment

Directions: Read the question carefully. Encircle the letter of the correct
answer.

1. First thing to do in the room service telephone conversation.

a. State room service dept. and greet the caller.
b. Answer the telephone on the first ring.
c. Repeat and confirm the order of the guest
d. Thank and bid Goodbye

2. Which skills a room service staff must have?

a. Ability to communicate
b.Imaginative
c. Artistic
d. Writer
3. An order form should have the following Except:
a.Date
b. Name/ room number
a. Time of order
b. Guest hobbies

4.The trolley/ tray should then be filled with one of the following:
a. Cabinet
b. Flower vase/ centrepiece
c. Shoebox
d. Soap

33
5.During the room service telephone conversation, what you should get from
the caller?
a.Room number
b.Television
c.Pillow
d.Favourite pet

6. One way to settle the bill of the guest is? ____________

a.In cash
b.In promisory note
c.In forcing
d.In begging

7. Which is not part in taking order of the guest?

a. Listen and write the order of the guest

b. Do the suggestive selling

c. Repeat the order and confirm for the finalization.

d. Do the cleaning

8. In the room service procedure, which of the following is the additional

service?

a. Sleeping outside the door

b. Fill the water goblet

c. Eating together with the guest

d. Using guest’s comfort room.

9. Which of the following is not part in setting up the trays and trolley?

a. Put the flower vase/ centrepiece at the side of the trolley

b. Put the salt and pepper at the side of the flower vase

34
 c . Place the bread plate and butter spreader

d. Put the garbage below the trolley

10.What is the last thing to place in the trolley during the delivery of the
room service?

a. Salad plate

b. Water pitcher

c. Table napkin

d. Flower vase

35
 36
Attendant: Hello, good morning room service department. This is (NAME) speaking. How many I help you?
Guest: Good morning. Can I order for my breakfast?
Attendant: Yes, ma’am/ sir. But before that may I know who’s in the line and your number please? Or your complete name and your room number please.
Guest: I am (NAME) and my room number is 123.
Attendant: Ma’am, we have 3 types of breakfast: Continental, Traditional and American breakfast. In traditional breakfast, we offer 2 types of main course. We have pork adobo with 1 cup of rice and fried chicken with
1 cup of rice. Which one would you like to have ma’am/ sir?
Guest: Pork Adobo
Attendant: We offer fresh fruits, ma’am/ sir. Would you like to have 2 slices of mango, 2 slices of melon or 1 piece of banana?
Guest: 2 slices of mango
Attendant: We also offer fresh juice. Mango or pineapple?
Guest: Mango Juice
A: For the bread ma’am/ sir, would you like to have a butter or cheese bread?
G: Cheese bread.
A; How about coffee ma’am/ sir, we have latte, black coffee and cappuccino.
Guest: Latte please.
Attendant: Ok ma’am /sir. What time would you like your foods to be delivered ma’am/ sir?
G: At exactly 8:00 in the morning.
Attendant: Alright ma’am /sir. I will repeat the details of your order. You ordered traditional breakfast and it consists of 1 cup of rice with pork adobo, 2 slices of mango, mango juice, cheese bread and latte. It will be
delivered in your room at exactly 8:00 am. Did I get your order right ma’am/ sir?
Guest: Yes, that is correct.
Attendant: By the way ma’am/ sir, in what way would you like to settle your bill? Is it in cash, credit card or charge to your room?
Guest: Charge to my room.
A: Alright ma’am/ sir. Is there anything else you need ma’am/ sir?
Guest: No. / None so far.
A: Ok ma’am /sir. Thank you so much for calling and if you have some inquiries don’t hesitate to call (NAME OF HOTEL, ROOM SERVICE DEPARTMENT). Have a nice day.
Room Service Telephone Conversation Script
Lesson 1: Performance Task
C 10 C 10
D 9 D 9
B 8 B 8
D 7 D 7
A 6 A 6
A 5 A 5
B 4 B 4
B 3 B 3
B 2 B 2
B 1 B 1
Post-Test Pre –Test
Answer Key
 37
https://annastasyaindah.wordpress.com/2015/06/10/halo-dunia/ •
https://www.slideshare.net/ampta/sequence-of-room-service •
http://fandbfood.com/how-to-take-order-for-room-service/ •
https://sschm.com/wp-content/uploads/2018/04/Room-Service-1.pdf •
Setup
https://www.scribd.com/doc/133539467/Standard-Room-Service-Tray- •
hotels/f-and-b-service-sop/225-deliver-order.html
https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in- •
Asean Tool Box. •
REFERRENCES:
These are the following procedures in presenting and serving food and
beverage order.
1. Knock the door.
2. Once the door is open introduce yourself.
3. Confirm the name of the person ordering the food. State the name of the guest and the kind of food he/ she order
4. Once you are inside the room, ask the guest where he wanted to be set up.
5. Inform the guest that the set up is ready( if the guest prefers it to be set up on the table)
6. Offer the additional services
a. Fill the water goblet.
b. Offer fruits
c. Serve coffee or tea ( if ordered)
7. Offer amenities
8. Present the bill of the guest.
9. Ask the time of clearing the soiled dishes
10. Return on the time expected
11. Clear the table ( Use the 3’S in cleaning, Segregate, Stock, Scrape)
12. Thank you and bid goodbye.
Lesson 3: Performance Task
C 5
A 4
B 3
D 2
E 1
Lesson 2: Matching Type