5.providing Room Service

COMPETENCY BASED LEARNING MATERIAL
Sector: TOURISM
Qualification: FOOD AND BEVERAGE SERVICE NC II
Unit of Competency: PROVIDE ROOM SERVICE
Module Title: PROVIDING ROOM SERVICE
FIRST ASIAN INTERNATIONAL SYSTEMS COLLEGE,INC.

Cabiao,Nueva Ecija
Competency-based Learning Date Developed: Document No.

Material for (Food and June 2017
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Beverage Services NCII) Page 1 of
Developed by: Revision No. 86
Module Title:
Promoting food and beverage
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HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIALS
Welcome to the module in Providing Room Service. This module

contains training materials and activities for you to perform and complete.
The unit of competency “Provide Room Service” contains knowledge,

skills and attitudes required for FOOD AND BEVERAGE SERVICES (FBS)
NC II.
You are required to go through a series of activities in order to

complete each learning outcome of the module. In each learning outcome are
Information Sheets, Self-Checks, Task Sheets and Job Sheets. Follow these
activities on your own. If you have questions, do not hesitate to ask your
facilitator for assistance.
The goal of this course is the development of practical skills. To gain

these, you must learn basic concepts and technologies. For the most part,
you will get this information from the Information Sheets.
This module was prepared to help you achieve the required

competency in “Providing Room Services”.
This will be the source of information for you to acquire knowledge and
skills in this particular competency independently and at your own pace,
with minimum supervision or help from your instructor.
Remember to:
 Work through all information and complete the activities in each

section.
 Read Information Sheets and complete the Self-Checks. Suggested

references are included to supplement the materials provided in this
module.
 Perform the Task Sheets and Job 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 Job Sheets to your facilitator
for evaluation and recording in the Accomplishment Chart. Outputs
shall serve as your portfolio during the Institutional Competency
Evaluation. When you feel confident that you have had sufficient

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practice, ask your Trainer to evaluate you. The results of your
assessment will be recorded in your Progress Chart and/or
Accomplishment Chart.
You must pass the Institutional Competency Evaluation for this

competency before moving to next competency. A Certificate of Achievement
will be awarded to you after passing the evaluation.
You need to complete this module before you can perform the module
on Developing and Updating Food and Beverage Knowledge.

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FOOD AND BEVERAGE SERVICES NCII
320 Hours
List of Competencies
No. Unit of Competency Module Title Code

1 Prepare the dining Preparing the dining TRS512387
room/restaurant area room/restaurant area
for service for service
2 Welcome guests and Welcoming guests and TRS512388
take food and taking food and
beverage orders beverage orders
3 Promote food and Promoting food and TRS512389
beverage products beverage products
4 Provide food and Providing food and TRS512390
beverage services beverage services
to guests to guests
5 Provide room Providing room TRS512391

service service
6 Receive and handle Receiving and TRS512392
guest concerns handling guest
concerns

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https://edoc.pub/cblm-fbsncii-providing-room-servicedocx-pdf-free.html
TABLE OF CONTENTS
Cover page....................................................................................................1
Competency- Based Learning Materials.......................................................2
Acknowledgment ........................................................................................ 3
How to use this Competency-Based Learning Material ...............................4
Food and Beverage NC II CBLM - List of Competencies ............................. 5
Table of Contents .................................................................................... 6-7
Module Content ....................................................................................8 -9-9
Learning Outcome No. 1 ........................................................................... 10
Learning Experiences LO1 ....................................................................... 11
Information Sheet 3.1-1 ........................................................................... 12
Self-Check 3.1-1 ...................................................................................... 13
Answer Key 3.1-1 ................................................................................... 14
Task Sheet 3.1-1 ..................................................................................... 15
Performance Criteria Checklist 3.1-1 ...................................................... 16
Information Sheet………………......................................................17 -18-19
Self-Check 3.1-2 ...................................................................................... 20
Answer Key 3.1-2 ................................................................................... 21
Information Shee.....................................................................22 -23-24-25
Self-Check 3.1-3 ..................................................................................... 26
Answer Key 3.1-3 .................................................................................. 27
Task Sheet 3.1-3 ................................................................................... 28
Performance Criteria Checklist 3.1-3 .................................................... 29
Learning Outcome No. 2 ....................................................................... 30
Learning Experiences LO2 .................................................................... 31
Information Sheet 3.2-1 ................................................................... 32-33
Self-Check 3.2-1 ................................................................................... 34
Answer Key 3.2-1 ................................................................................. 35
Task Sheet 3.2-1 ................................................................................... 36
Performance Criteria Checklist 3.2-1 .................................................... 37
Learning Outcome No. 3 ........................................................................ 38
Learning Experiences LO3 .................................................................... 39
Information Sheet 3.3-1 ................................................................... 40-41
Self-Check 3.3-1 ................................................................................... 42
Answer Key 3.3-1 ................................................................................. 43
Task Sheet 3.3-1 .................................................................................. 44
Performance Criteria Checklist 3.3-1 ................................................... 45
Information Sheet 3.3-2 ....................................................................... 46
Self-Check 3.3-2 .................................................................................. 47

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Answer Key 3.3-2 ................................................................................ 48
Learning Outcome No. 4 ....................................................................... 49
Learning Experiences LO4 ................................................................... 50
Information Sheet 3.4-1 ....................................................................... 51
Self-Check 3.4-1 .................................................................................. 52
Answer Key 3.4-1 ............................................................................... 53
Task Sheet 3.4-1 ................................................................................. 54
Performance Criteria Checklist 3.4-1 ................................................... 55
Learning Outcome No. 5 ...................................................................... 56
Learning Experiences LO5 ...........................................................................
57
Information Sheet 3.5-1 .......................................................................... 58-
59
Self-Check 3.5-1 ...........................................................................................
60
Answer Key 3.5-1 ........................................................................................
61
Task Sheet 3.5-1 .........................................................................................
62
Performance Criteria Checklist 3.5-1 ..........................................................
63
Bibliography ............................................................................................. 64

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MODULE CONTENT
Qualification Title : Food and Beverage Services (FBS) NC II

Unit of Competency : Provide Room Service
Module Title : Providing Room Service
Introduction:
This module deals with the skills and knowledge required to

provide room service in commercial accommodation establishments.
This role is generally undertaken by food and beverage attendants
in large establishments but may also involve front office personnel
and kitchen staff.
Learning Outcomes:
Upon completion of this module, the trainee/ student must be able

to:
1. Take and process room service orders
2. Set-up trays and trolleys
3. Present room service meals and beverages to guest

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4. Present room service accounts
5. Clear room service area
Assessment Criteria:
1. Answer telephone with proper telephone etiquettes.

2. Check name of customer during interaction.
3.Clarifies, repeat and checks details accurately.

4.Uses selling techniques when appropriate.
5.Advise clients of approximate time of delivery.
6.Records service orders according to establishment’s standards
7.Interprets room service orders received from doorknob dockets.
8.Promptly transfer orders in appropriate location for preparation.
9.Prepare food and beverage items in accordance to establishment
standards.
10.Prepare general service equipment according to establishment
standards.
11.Set up trolleys and trays for variety of meals in accordance to set-
up presentation and establishment standards.
12.Selects and checks equipment and materials for cleanliness
and damages.
13.Food and beverages are promptly collected based on
14.Establishment procedures.
15.Checks orders before leaving the kitchen for delivery.

16.Knocks guest’s room courteously.
17.Greets guest upon entry of the room in accordance to
establishment’ standards.
18.Consults guest as to where the tray is laid or where to position
trolley inside the room.
19.Check guest account accurately.
20.Presents account in accordance to establishments’ procedures.
21.Presents cash payment to cashier for processing in
accordance to establishments’ guidelines.
22.Presents charge accounts to guest for signing based
on establishments’ procedures.
23.Checks and clear floors in accordance with establishment’s policy
and guidelines.
24.Returns trays and trolleys to the room service in accordance
to company procedures.
25.Re-stocks food and beverage and equipment in accordance
to establishment’s policy.

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LEARNING OUTCOME SUMMARY
LEARNING OUTCOME #1 TAKE AND PROCESS ROOM SERVICE ORDERS
CONTENT:
1. Taking Room Service Orders
ASSESSMENT CRITERIA:
1. Answer telephone with proper telephone etiquettes

2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate

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5. Advise clients of approximate time of delivery
6. Records service orders according to establishment’s standards
7. Promptly transfer orders in appropriate location for preparation
CONDITIONS:
Student/ trainee must be provided with the following:
Tools Equipment materials

telephone Pen and paper
instructions
guidelines
BLENDED DELIVERY MODE
Writing materials (pen & paper)
 Laptop/ Desktop
 Mobile Phones/ Tablet
 Internet Connection at least 3mbps
Microphone/ Headset
References (books)
 EBooks
 CBLM
 Manuals
LMS (Moodle, Google classroom, Edmodo)
Virtual/Video Materials
 Videocon App (Google Meet, Zoom, FB Rooms)
 PPE’s / Hygienic Supplies
TEACHING METHODS:
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
 Discussion Forum
 Demonstration/ Video Presentation
 Lecture/Video Conferences
ASSESSMENT METHOD:
 Written test
 Practical/ performance test
 Interview
 Videocon
 Google forms
 Third party report or chat

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 Portfolio/
 Online submission
 Small group discussion
 Demonstration

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LEARNING EXPERIENCES/ACTIVITIES
LEARNING OUTCOME NO. 1 TAKE AND PROCESS ROOM

SERVICE ORDERS
Learning Activities Special Instructions

Read the information sheet and
Read Information Sheet 5.1-1: check yourself by answering
Procedure in handling the self-check. You must answer
telephone call all questions correctly before must
answer all questions correctly
before proceeding to the next
activity.
Answer Self-Check 5.1-1 Compare your answer with the

Check your answer using the answer key.
Answer Key No. 5.1-1 You are required to get all the
Perform Task Sheet 5.1-1 answer correct.
Check performance using If not, read the information sheet
Performance Checklist again in order to answer all the
questions correctly.
Handle telephone calls. Present to
your trainer for evaluation and
recording.
Read Information Sheet 5.1-2: Read the information sheet and

Suggestive selling techniques check yourself by answering the
self-check.
You must answer all questions
correctly before must answer all
questions correctly before
proceeding to the next activity

answer correct.
If not, read the information sheet
again in order to answer all the

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Procedure in taking room service check yourself by
orders answering the self-check.
You must answer all questions
correctly before must answer all
proceeding to the next activity.

Perform Task Sheet 5.1-3 answer correct.
Check performance using If not, read the information sheet
Performance Checklist again in
order to answer all the questions
correctly.
Take room service orders.
Present to your trainer for
evaluation and recording.

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INFORMATION SHEET 5.1-1
Procedure in handling telephone call
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1.1.Familiarize the ways on handling telephone calls.
2.2.Demonstrate on how to answer telephone call.
Telephone Handling
A telephone communication is a two way communication process with
rapport
(relation of mutual understanding or trust between people).
Procedures to make a telephone call

Greetings
E.g. "Very Good Morning"

Identification (two way)
E.g. "I am ABC, Business Coordinator. Can I speak to Mr. ABC or I am
E.g. "I am ABC, Business Coordinator. Can I speak to Mr. ABC or I am
requesting for an appointment with Mr. ABC"
Message taking
Obtaining Confirmation
Providing feedback
Closing the call
Procedures to receiving a telephone call

1.1.Greeting
E.g. "Good Morning, XYZ"
2.2.Caller identification
E.g. "May I know who is on speaking / line"
3.3.Message taking
E.g. "How may I help you"
4.4.Information giving and feedback (collect the contact details of the
caller)
5.5.Closing the call
E.g. "Thanks, for your call" or "Thanks a lot for calling"

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SELF CHECK 5.1-1
Instructions:ENUMERATION.
Enumerate the following. Write your answer on your Answer Sheet.
1.A two way communication process with rapport (relation of

mutual understanding or trust between people).
2.Procedures to make a telephone call.

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ANSWER KEY 5.1-1
1.Telephone communication
2.Procedures to make a telephone call

 Greetings
Identification (two way)
Message taking
Obtaining Confirmation
Providing feedback
Closing the call

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TASK SHEET 5.1-1
Title : Handle telephone calls

Performance objectives: Given the telephone, you should be able to
handle telephone calls following the correct procedure.
Supplies/Materials:
Equipment: Telephone
Steps/Procedure:
1.Greeting
2.Caller Identification
3.Message taking
4.Information giving and feedback (collect the contact details of the caller)
5.Closing the call
Assessment method:
Portfolio assessment using performance criteria checklist

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Performance Criteria Checklist
Task sheet 5.1-1
Criteria Yes No
1.Follow the proper procedure
2.Answer the telephone polite and friendly manner
3.Take note caller identification
4.End up the call in polite and friendly manner

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Suggestive selling techniques
1. Learn and familiarize the Do’s and DON’T’s in selling techniques.

Suggestive Selling & Up Selling. (Ensure that guest have a right
Suggestive Selling & Up Selling. (Ensure that guest have a right
combination of meal & increased revenue).
 “Suggestive Selling” means encouraging guests to buy additional
food & beverages. Suggestive selling requires tact and good
judgment.
 The key to effective suggestive selling is a good knowledge of the menu.
 Here are some tips for more effective suggestive selling :
 Be enthusiastic. It’s easier to sell something you’re excited about.

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 Make food sound appetizing. Use words like “fresh”,
“Popular”, and Make food sound appetizing.
 Ask questions. Find out if guests are really hungry
or just want something light, whether they like chicken or beef,
if they feel like having something hot or cold.
 Suggest specific menu items. Don’t simply ask: “Would you like
soup
with your meal?” Instead, point out: “A cold bowl of borscht would go
well with your salad on all with your salad on a
hot day like this”.
Suggest your favorites. Try as many of the menu ite
ms as you can and tell guests you’ve tried them: ‘You’ll like the Chicken
Kiev. It’s one of my favorites here”. But be honest – don’t say that
something is your favourite when it isn’t.
Offer a choice: “Would you like a slice of our famous cheesecake or our
homemade pecan pie for dessert?”
Suggest the unusual. People dine out to get away from the routine fare
they have at home.
Suggest foods & beverages that naturally go together soups and
sandwiches, coffee & dessert, steak and baked potatoes, and eggs.
The Art of Suggestive Selling. Efficient Tips on improving your Tips

So what is Suggestive Selling?
Suggestive selling is offering an additional or complimentary item to a

guest. By making the suggesting specific, the guest is more likely to say
“yes.”
It is not about being too pushy or too aggressive and giving the guest a
“hard sell.”
Effective suggestive selling begins with a positive attitude.
Suggestive selling has two purposes:

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It helps to educate guests about different products
(by offering them).
It helps increase sales volume of your restaurant (through
increased check size and increased frequency of visits).
Suggestive selling is an integral part of guest service.

It is your responsibility to get the guest to order for the product which is
right for them; but it should be done discreetly!
Suggestive Selling Guidelines
The greeting is the key to a suggestive sell. If the register person has
good eye contact, a sincere smile, etc. the guest will be less likely to be
rude when turning down a suggestive sell.
Sometimes, it is not what is suggested, but how it
is suggested.
Suggesting with a friendly personality will help achieve your goal of
building sales, while not turning off your guests.
Suggestive selling is an art. It requires good training, continual practice
and fine-tuning, combined with a dose of common sense.
SUGGESTIVE SELLING DO’S AND DON’TS
DO
Suggest complimentary items.
Example: “How about some of our fresh fries to go with that
sandwich...”
Suggest combo meals adding a drink and/or fries to a sandwich.
Be aware of your guest. (Are they searching the menu / menu
board
looking to see what you have? Is he or she undecided on what they want
to purchase?)
Get to know your regular guests. Call them by their name. Know your
menu and know what they want. Suggestive selling should be used with
discretion.
Encourage regular guests (who always order the same
thing) to try new items. This may increase frequency of visits.
Suggest items by name.
Example: instead of, “how about a dessert,” say, “how about a slice of our
fresh apple pie with that.”
Try suggesting an item at the beginning of an order
Be creative and use humor.
DONT’S
Suggest to kids (This can make parents angry).

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Suggest more than one item.
Suggest by always asking yes or no questions.
Example: Instead of “Would you like...?” Use statements like “How
about...” or “... (Item) would go great with that.”
Suggest items in general.
Example: “Do you want anything else?”
(Avoid this phrase!)
Suggest to guests who end their order with “and that’s it,” or “that’s all.”
Be too pushy or aggressive. Know when to back off.
Know when suggestive selling is not appropriate (if the guest says, “That’s
all” or is suggestive selling is not appropriate (if the guest obviously in a
hurry).
There’s a difference between suggestive sales between suggestive sales
and being pushy. It may be a fine line, but it’s never been more important!
SELF CHECK 5.1-2
Instructions.ENUMERATION.

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1.1.Suggestive selling DO’s.
2.2.Suggestive selling DONT’s.

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ANSWER KEY 5.1-2
1.DO
Suggest complimentary items.

Suggest combo meals adding a drink and/or fries to a sandwich.
Be aware of your guest. (Are they searching the menu / menu
board
looking to see what you have? Is he or she undecided on what they want
to purchase?)
Get to know your regular guests. Call them by their name. Know your
discretion.
Encourage regular guests (who always order the same thing) to try new
items. This may increase frequency of visits.
Suggest items by name.
Try suggesting an item at the beginning of an order.
Be creative and use humor.
2.DONT’S
Suggest to kids (This can make parents angry).

Suggest more than one item.
Suggest by always asking yes or no questions.
Suggest items in general.
Suggest to guests who end their order with “and that’s it,” or “that’s all.”
Be too pushy or aggressive. Know when to back off.
Know when suggestive selling is not appropriate (if the guest says,
“That’s all” or is obviously in a hurry).

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Procedure in taking room service orders
1. Perform on how to take room service orders.
Top 10 Tips for Successful Hotel Room Service
Hotels offer guests a wide range of accommodations and special features

to
make their stay comfortable. One standard marking a great hotel is
exceptional make their stay comfortable. One standard marking a
great hotel is exceptional room service. For guests, convenience, speed
and quality are all important aspects to having a stand-out experience.
Make your hotel room service first-aspects to having a stand-out
experience. Make your hotel room service first-class with these ten tips
featuring groundbreaking technology ideas and inventive personal
touches.
1.Make the small things count.If a customer asks for extra lemon for
their tea or no ice in their water, make sure these preferences are met
with every meal service. It will ensure a happy guest and make
deliverymore efficient.
2.Take transportation into consideration.Food preparation must be
tweaked to account for the amount of food steaming on the plate and
topped with a cover. For room service, a kitchen must change timing and
perhaps even preparation methods in order to prevent over cooking to
occur in the delivery process.
3.Presentation is key.The same care that goes in to setting a table in the
hotel’s restaurant should be applied when arranging the eating area for a
room service order. Table linens, flatware, glassware and china should
reflect the upscale nature of restaurant dining.
4.Speed up service.
Some hotels are offering meal delivery in less than 20 minutes.
And if not delivered on time, in some instances, the meal is free.
Bagged lunches with familiar favorites are perfect for busy on-the-go
business travelers.

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5.Use technology for added efficiency.Use technology for added
efficiency.
Think of how a Smartphone, iPod or other tablet device in rooms could
remove errors from the ordering in rooms could remove errors from
the ordering process and add convenience to the guest experience
. The Hotel Bell-Air process and add convenience to the guest experience
is already using such technology in every room.
6.Be Prompt.If a guest expects to get his morning coffee at 7
a.m., he should receive a fresh brew at 7 a.m. Any delay is
a major inconvenience,which is difficult for a hotel to overcome. If there is
a problem in the kitchen, always contact the guest and assure them of
when service will come.
7.Set Your Room Service Apart.What can you offer that other hotels in
the area cannot? Late-night room service? Complimentary breakfast in
bed? A welcome cocktail? Think of a specialty item or offering that will
keep guests coming back.
8.Offer alternatives.If your kitchen does not stay open 24-hours or only
offers a small selection of menu items after midnight, consider offering a
service whereby the hotel delivers nearby take-out.
The guest will service whereby the hotel delivers nearby take-out
appreciate the extra effort.
9.9.In-Room Cooking.Step up room service by offering guests the chance
to watch the chef prepare their dinner in the room.If your hotel has
suites with kitchens, in-room culinary service can be a wonderful
experience for the guest and an exciting way to make a lasting
impression.
10.Cleanup is just as important as delivery.Guests should not see carts
and trays with meal left and trays with meal left over’s in hallways.
Establish a system that in hallways.Establish a system that ensures
room service dishes will be removed within a short time after a guest has
finished their meal.
Breakfast order by telephone:
1.Answer the telephone within three rings;

“Good morning this is the Lara
Restaurant,Liza speaking, how may I assist you?”
speaking, how may I assist you?”
Guest indicates to order breakfast and did never order breakfast before;
“We have a nice selection of 6 different breakfast sets for you to choose
from” Explain all six types of sets. “May I recommend our
traditional from”
Continental breakfast?”

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Guest indicates to order breakfast and did order breakfast before;
“Today, may I recommend our health Spa breakfast Mr. Brown?”
2.Follow the breakfast set menu to ensure the guest has all contents
chosen
from the respective breakfast set:
The Continental Breakfast Set
1st:
One glass of fruit juice “What kind of juice would
you like to have? We have...”
2nd:
Fruit Selection “How about a small selection of fresh fruits Mr. Brown?”
3rd:
Freshly baked breads; “Today may I recommend Butter croissants
and
Blueberry muffins, or maybe toast? We do also have...”
4th:
Condiments: “What would you prefer to go with your croissants, honey or
butter, strawberry jam or bitter-orange marmalade?”
5th:
Coffee or Tea: “Would you like to have coffee, tea oreven a hot chocolate?”

Order taker post’s the respective order into POS or Captain Order
by
repeating the order: “May I repeat your order that would be...”, “Is
there anything else Mr. Brown?”

Offer today’s newspaper: “Would you like to have the Bangkok Post
or
The Nation for your reading pleasure”
Yes/ No

Confirm room number, name and time of delivery: “Your room number is
234, Mrs. & Mrs. Brown, and you order will be delivered within 20
minutes”


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If the guest stays in the Superior or Spa Villa room category, inform of the
applicable sur-charge: “I may inform you Mr. Brown that there will be a
sur-charge of 15 USD posted to your room.”
Yes/ No

Thank the guest for his/her order:
“Thank you for your order and I wish you a very nice day”

Enter the guest’s name and room number on the order form

Prepare tray & tray stand with equipment
End of “breakfast order by telephone”
Order Taking Procedures. (Picking up the order promptly and

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

2.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?”
3.Politely ask the guests about preferences.
4.Use up selling techniques by suggesting soups, star
ters, drinks or desserts.
5.Where ever appropriate mention the approximate time for delivery.
6.Repeat the order back to the guest.
7.Thank the guest for ordering through in room dining and big farewell
“Thank You for calling Room Service,Have a good day”.
8.Clearly write out the order in the Kitchen Order Ticket (KOT) mentioning
the names of the items, time of ordering, Room number, Name of the
Guest, Portions, Etc,.
9.Complete the Kitchen Order Ticket (KOT) and hand over the supervisor
for execution.

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SELF CHECK 5.1-3
Instructions. ENUMERATION.
1. Order Taking Procedures. (Picking up the order promptly and

efficiently).

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ANSWER KEY 3.1-3
1. Order Taking Procedures. (Picking up the order p

romptly and efficiently).

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Pick up the Telephone within 3 rings or 15 seconds
whichever is less.
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 may I
assist you?”
Politely ask the guests about preferences.
Use up selling techniques by suggesting soups, starters, drinks or
desserts.
Where ever appropriate mention the approximate time for delivery.
Repeat the order back to the guest.
Thank the guest for ordering through in room dinning and big farewell.
“Thank You for calling Room Service, Have a good day’’.
Clearly write out the order in the Kitchen Order Ticket (KOT)
mentioning the names of the items, time of ordering, Room
number,Name of the Guest, Portions, Etc,.
Complete the Kitchen Order Ticket (KOT) and hand over the supervisor
for execution.
TASK SHEET 5.1-3

Performance Objectives: Given providing room services, you should

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be able to take room service orders following the correct procedure.
Supplies/Materials: Pen and Paper
Equipment: Telephone
Steps/Procedure:
1. Pick up the Telephone within 3 rings or 15 seconds whichever is less.
2. Greet the guest with appropriate greeting using for E.g.
“Good Morning, This is Captain Name or Order Taker’s Name.how may
I assist you?”
3. Politely ask the guests about preferences.
4. Use up selling techniques by suggesting soups, starters, drinks or
desserts.
5. Where ever appropriate mention the approximate time for delivery.
6. Repeat the order back to the guest.
7. Thank the guest for ordering through in room dinning and big
farewell.
“Thank You for calling Room Service, Have a good day”.
8. Clearly write out the order in the Kitchen Order Ticket (KOT)
mentioning the names of the items, time of ordering, Room number,
Name of the Guest,Portions, Etc,.
9. Complete the Kitchen Order Ticket (KOT) and hand over the supervisor
for
Execution.
Assessment Method:
Portfolio Assessment using Performance Criteria Checklist,Questioning

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Peformance Criteria Checklist 5.1-3
CRITERIA Yes No
1.Follow the proper procedure.
2.Answer the call in polite and friendly manner.
3.Use upselling techniques.
4.Mention the approximate time for delivery.
5.Repeat the order back to the guest.
6.Thank the guest.
7.Clearly write out the order in the kitchen order ticket
(KOT)
Mentioning the names of the item time of ordering,Room
number,Name of the guest,Portions.

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LEARNING OUTCOME #2 SET UP TRAYS AND TROLLEYS
CONTENT:
1.Equipment and material selection and set up
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
CONDITIONS:
Tools Equipment Materials/ Supplies
butlers Trolley hand towels

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condiments pen and paper
cutlery beverages
glassware

 Laptop/ Desktop
Microphone/ Headset
References (books)
 EBooks
 CBLM
 Manuals
TEACHING METHODS:
 Demonstration
 Film-viewing
ASSESSMENT METHOD:
 Written test
 Interview
 Videocon
 Google forms
 Portfolio/
 Demonstration

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LEARNING OUTCOME NO. 2 SET UP TRAYS AND TROLLEYS

Set-up trays and trolleys check yourself by answering the
selfcheck.You must answer all

answer key.
Check your answer using the
answer correct.
Perform Task Sheet 3.2-1 If not, read the information sheet
Check performance using questions correctly.
Performance Checklist
Set up trays and trolleys. Present to
your trainer for evaluation and
recording.

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Information Sheet 5.2-1
Set-up trays and trolleys
1. Demonstrate on how to set up trays and trolleys.
trays and trolleys.
Trolley is ready with neat and clean table cloth. Set up the trolley
with following things:
Flower vase on the middle

Salt &Pepper
Sugar bowl (white sugar, brown sugar, sweet low and
candelas)
Preserves and butter before you pick up the food
B&B plate.
Cutlery folder ready with bread and butter knife and dessert spoon.
Hot box ready and recharged.
Coffee cup with underline and tea spoon
Milk creamer with the coffee or tea orders as per the guest requirements.
Juice glass.
All hot and cold food should be covered with the plate cover as soon as
picked from the kitchen.
New table cloth on the top of the hot box to set up the dining table inside
the room.
Service napkins to be used for placing hot food or for other services
Setting up of Tray / Trolley with correct crockery & cutlery.
The second copy of the Kitchen Order Ticket (KOT) is placed on the
tray /Trolley.
Ensure the tray corners / trolley base is free of grease, grime and dirt.
Place cruet sets, bud vase and Bon Appetite card for all meal orders.
Check the tray mat / trolley cloth to be stain free and in good repair.
A final Check may be made to match the order and in good repair.
Pick the order from the respective kitchens on the tray or trolley directly.

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Carry the correct accompaniments / condiments (Pickle / Pap pad
for Indian orders and Rolls and butter for continental orders)
As a final step, show the tray to the supervisor, on the way to
the
elevator, who will check again for correctness.
Pick up the bill in the folder and check for correctness.
Prepare the Tray / Trolley for delivery.
As soon as the order is ready, collect from kitchen / bar.

Check order against Kitchen Order Ticket (KOT).
Check for correct crockery, cutlery and glassware are in place.
Place hot food in warmer, wherever appropriate.
Cover all open food with cloche.
Collect the bill from Order taker in a folder and check account against
food ordered.
Inform the order taker about the order moving before proceeding to the
floor.
Executive / Supervisor should check the tray before the delivery (Room
Orders).

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SELF CHECK 5.2-1
1. Give at least five (5) items that will be place in the trolley in room
service.
2. Procedure in setting up of Tray / Trolley with correct crockery &
cutlery.
3. Procedure in preparing the Tray / Trolley for delivery.

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ANSWER KEY 5.2-1
1.Give at least five (5) items that will be place in the trolley in
room service.
Flower vase on the middle
Salt &Pepper
Sugar bowl (white sugar, brown sugar, sweet low and
candelas)
Preserves and butter before you pick up the food
Cutlery folder ready with bread and butter knife Main course fork and
knife and dessert spoon.
2. Procedure in setting up of Tray / Trolley with c

orrect crockery & cutlery.
The second copy of the Kitchen Order Ticket (KOT)is placed on the
tray /Trolley.
Ensure the tray corners / trolley base is free of grease, grime and dirt.
Place cruet sets, bud vase and Bon Appetite card for all meal orders.
Check the tray mat / trolley cloth to be stain free and in good repair.
A final Check may be made to match the order and in
good repair.
Pick the order from the respective kitchens on the tray or trolley directly.
Carry the correct accompaniments / condiments (Pickle / Pap pad
for

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Indian orders and Rolls and butter for continental orders)
As a final step, show the tray to the supervisor, on the way to
the
elevator, who will check again for correctness.
Pick up the bill in the folder and check for correctness.
3. Procedure in prepare the Tray / Trolley for delivery.

As soon as the order is ready, collect from kitchen / bar.
Check order against Kitchen Order Ticket (KOT).
 Check for correct crockery, cutlery and glassware are in place.
Place hot food in warmer, where ever appropriate.
Cover all open food with cloche.
Collect the bill from Order taker in a folder and c
heck account against food ordered.
Inform the order taker about the order moving before proceeding to the
floor.
Executive / Supervisor should check the tray before the delivery (Room
Orders).
Task Sheet 5.2-1

Title: Set up trays and trolleys
Performance Objectives:
Given providing room services, you should be able to set up trays and
trolleys following the correct procedure.
Supplies/Materials:
Butlers, trolley, hand towels, condiments, pen and
paper,cutlery, beverages, glassware and trays.
Equipment: None
Steps/Procedure:
1.The Second copy of the Kitchen Order Ticket (KOT) is placed on the
tray /Trolley.
2.Ensure the tray corners / trolley base is free of grease, grime and dirt.
3.Place cruet sets, bud vase and Bon Appetite card for all meal orders.
4.Check the tray mat / trolley cloth to be stain free and in good repair.
5.A final Check may be made to match the order and in good repair.

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6.Pick the order from the respective kitchens on the tray or trolley
directly.
7.Carry the correct accompaniments / condiments (Pick
le / Pap pad for Indian orders and Rolls and butter for continental orders)
8.As a final step, show the tray to the supervisor, on the way to the
elevator,
who will check again for correctness.
9.Pick up the bill in the folder and check for correctness.
Assessment Method:
Portfolio Assessment using Performance Criteria Checklist, Questioning

Task Sheet 5.2-1
CRITERIA Yes No
1.Follow the proper procedure.
2. Set up trays and trolleys properly.
3. Observe cleanliness in the set up.
4. All equipment, materials, and tools needed and present.
5.Ensure the tray corners / trolley base is free of grease,
grime and dirt.
6.Carry the correct accompaniments / condiments (Pick

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le / Pap pad for Indian orders and Rolls and butter for
continental orders)
LEARNING OUTCOME #3 PRESENT ROOM SERVICE MEALS AND

BEVERAGES TO GUEST
CONTENT:
1.Room service meal delivery and serving.

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1.Knocks guest’s room courteously.

2.Greets guest upon entry of the room in accordance to establishment’
Standards.
3.Consults guest as to where the tray is laid or where to position trolley
inside the room.
CONDITIONS:
trays Trolley linen
toasters glasswares
Warming equipment Table appointments
/lids

 Laptop/ Desktop
Microphone/ Headset
References (books)
 EBooks
 CBLM
 Manuals
TEACHING METHODS:
 Demonstration
 Film-viewing

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ASSESSMENT METHOD:
 Written test
 Interview
 Videocon
 Google forms
 Portfolio/
 Demonstration

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LEARNING OUTCOME NO. 3 PRESENT ROOM SERVICE MEALS

AND BEVERAGES TO GUEST

check yourself by answering the
Procedure in presenting room self-check. You must answer all
service meals and beverages to questions correctly before
guests proceeding to the next activity.

answer key.
Check your answer using the You are required to get all the
Answer Key No. 5.3-1 answer correct.
Perform Task Sheet 5.3-1 again in order to answer all the
Check performance using Present room service meals and
Performance Checklist. beverages to Present room service
meals and beverages to
guests.Present to your trainer for

Serve and place meals and check yourself by answering the
beverages correctly. self-check.You must answer all

answer key.

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Procedure in presenting room service meals and beverages to guests
After reading this INFORMATION SHEET, YOU MUST be a
ble to:
1. Demonstrate on how to present room service.
service.
Delivering the order Quickly & Promptly in Room.
Use Service lift to get to the correct floor as soon as possible.

When on correct floor, take the shortest route to get to the room.
Move along the corridors silently and briskly.
Upon reaching the correct room, ring the bell / knock firmly on the door
twice and announce in a loud and clear voice “Room Service”.
 When the guest opens the room, wish him according to the time of the
day.
Announce the order by saying “Your Coffee / Tea / Lunch / Drinks” Sir.
Introducing yourself by the name to the guest while entering the room.
While walking into the room, enquire with the guest on where May
I place the tray.
Place the tray appropriately and offer to serve him.
If the order is in the Morning, offer to open the curtain.
If you are serving the meal, lay a proper cover in
the table or in the trolley and start the service.
After service find out with the guest about his proffered time for
clearance or if he would prefer to call back in room dinning for clearance.
Wish the guest an enjoyable meal / drink / coffee.
Retreat to the door and exit gracefully while closing the door
softly
behind you.
Fill up the Errant Card once after the order is delivered.
If the room is on Do Not Disturb (DND), immediately inform the order
taker.
May I take your signature Sir / Madam.
Breakfast delivery to the room:
Knock the door and announce: “Room Service” (Wait 10 seconds before
you knock again if there is no answer).

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Greet the guest by his/her name
(noted on the order form); “Good morning, my name is Liza from room
service, may I enter your room?”
Offer to setup breakfast on the dining table or on the balcony. “Excuse
me Mr. Brown, where would you like to have your breakfast, shall I set it
up on the table or would you like to eat outside?”
If the guest wishes to sit outside, setup the tray on the balcony
table.
If the guest wishes to sit inside setup the tray on the dining table.
Offer to open the curtains and to switch on the light: “May I open the
curtains for you?”, “Would you like to me to switch on the light?”
At this point, associate starts at least one attempt to have a small

conversation: “What are your plans today Mr. Brown?”, “Are you going for
an excursion?”, “Did you try our Dara Pirom Spa already?”
Place the tray on the tray jack and set up the table.
Lay down the place mat and set up cutlery, also salt & pepper
shaker,flower vase, condiments etc.
Verify back that the order is complete: “That would be two Continental
breakfasts with...” Ask guest whether you may assist in pouring
any hot beverages: “Would you like me to serve you the two hot coffees?”
The guest does not need any assistance and will pour thew beverage by
him/herself.
Pour hot beverages in its respective equipment

Ask the guest to sign the bill: “This would be your bill Mr. Brown,may I
have your signature please?”
Offer to remove any used room service items: “I have noticed that you
have finished your fruit basket, may I clear it for you?”
Inform the guest when the tray will be collected: “
When would you like me to clear your breakfast? Is
me to clear your breakfast? Is 45 minutes fine with you?”
Leave the guest room by using his/her name: “Have a wonderful
breakfast and enjoy you day Mrs./Mr. Brown”
Visit all room pantries in the hotel by collecting all used equipment by
checking the room pantry list.

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SELF CHECK 5.3-1
1. Delivering the order quickly & promptly in room

procedure.

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ANSWER KEY 5.3-1
1. Delivering the order quickly & promptly in room procedure.
Use Service lift to get to the correct floor as soon as possible.

When on correct floor, take the shortest route to get to the room.
Move along the corridors silently and briskly.
Upon reaching the correct room, ring the bell / knock firmly on the door
twice and announce in a loud and clear voice “Room Service”.
 When the guest opens the room, wish him according to
the time of the day.
Announce the order by saying “Your Coffee / Tea / Lunch / Drinks” Sir.
Introducing you by the name to the guest while entering the room.
While walking into the room, enquire with the guest on where May
I place the tray.
Place the tray appropriately and offer to serve him.
If the order is in the Morning, offer to open the curtain.
If you are serving the meal, lay a proper cover in the table or in
the trolley and start the service.
After service find out with the guest about his proffered time for
clearance or if he would prefer to call back in room dinning for clearance.
Wish the guest an enjoyable meal / drink / coffee.
Retreat to the door and exit gracefully while closing the door
softly behind you.
Fill up the Errant Card once after the order is delivered.

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If the room is on Do Not Disturb (DND), immediately inform the order
taker.
May I take your signature Sir / Madam?
Task sheet 5.3-1

Title: Present room service meals and beverages to guests
Performance Objectives: Given providing room services, you should
be able to presenting room service meals and beverages to guests
following the correct procedure.
Supplies/Materials:
Trays, trolleys, linen, toasters, glassware, warming equipment/ lids, table
appointment.
Equipment:
Steps/Procedure:
1. Use Service lift to get to the correct floor as soon as possible.
2. When on correct floor, take the shortest route to get to the room.
3. Move along the corridors silently and briskly.
4. Upon reaching the correct room, ring the bell / knock firmly on the
door
twice and announce in a loud voice “Room Service”.
5. When the guest opens the room, wish him according to the time of the
day.
day.
6.Announce the order by saying “Your Coffee / Tea / Lunch / Drinks” Sir.

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7. Introducing you by the name to the guest while entering the room.
8. While walking into the room, enquire with the guest on where May I
place the Tray.
9. Place the tray appropriately and offer to serve him.
10. If the order is in the Morning, offer to open the curtain.
11. If you are serving the meal, lay a proper cover in the table or in the
trolley and start the service.
12. After service find out with the guest about his proffered time for
clearance or If he would prefer to call back in room dinning for clearance.
13. Wish the guest an enjoyable meal / drink / coffee.
14. Retreat to the door and exit gracefully while closing the door softly
behind
You.
15. Fill up the Errant Card once after the order is delivered.
16. If the room is on Do Not Disturb (DND), immediately inform the order
taker.
17. May I take your signature Sir / Madam?
Assessment Method:

Task sheet 5.3-1
CRITERIA Yes No
1. Follow the proper procedure.
2. Knock the door appropriately.
3. Introduce yourself.
4. Place the tray appropriately and offer to serve him.
5. Lay a proper cover in the table or in the trolley and start
the service.
6. Wish the guest an enjoyable meal / drink / coffee.
7. Exit gracefully while closing the door softly behind you.
8. Fill up the Errant Card once after the order is delivered.

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Serve and place meals and beverages correctly
1. Familiarize the proper positioning of meals and beverages in room
service
Tea / Coffee Service. (Serve the hot Beverages in the approved

manner)

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Pick up the appropriate order following the standard tray set-up.
Once the order is ready to leave the Room Service area inform the order
taker on the room number being serviced.
Upon reaching the Room, ring the bell and announce in a loud and clear
voice “Room Service”.
When the guest opens the room, wish him according to the time of the
day, using his name “Good Morning Mr./Ms._________.
I am Captain_________ from Room Service”.
Announce the order by saying “Your Coffee / Tea / Drink sir”.
If it is in the morning take the paper from the door and place it in the
rack or in the writing table neatly.
While walking into the room, enquire with the guest on where to place
the tray and place it accordingly.
After laying the tray in an appropriate area offer to mix the Coffee /
Tea /drink for the guest.
Wish the guest enjoyable Coffee / Drink and retreat to the door and exit
gracefully while closing the door softly behind you.
SELF CHECK 5.3-2

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1. Give at least five (5) steps in serving the hot beverages.
ANSWER KEY 5.3-2

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1. Steps in serving the hot beverages
Pick up the appropriate order following the standard tray set-up.

Once the order is ready to leave the Room Service area inform the order
taker on the room number being serviced.
Upon reaching the Room, ring the bell and announce in a loud and clear
voice “Room Service”.
When the guest opens the room, wish him according to the time of the
day, using his name “Good Morning Mr./Ms._________.
I am Captain _________ from Room Service”.
Announce the order by saying “Your Coffee / Tea / Drink sir”.

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LEARNING OUTCOME #4 PRESENT ROOM SERVICE ACCOUNTS
CONTENT:
1.Billing of guest
1.Check guest account accurately

2.Presents account in accordance to establishments’ procedures
3.Presents cash payment to cashier for processing in accordance to
establishments’ guidelines
4.Presents charge accounts to guest for signing based on establishments’
procedures
CONDITIONS:
Pen and paper
Cashier’s receipt
guidelines
instructions

 Laptop/ Desktop
Microphone/ Headset
References (books)
 EBooks
 CBLM
 Manuals

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TEACHING METHODS:
 Demonstration
 Film-viewing
ASSESSMENT METHOD:
 Written test
 Interview
 Videocon
 Google forms
 Portfolio/
 Demonstration

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LEARNING OUTCOME NO. 4 PRESENT ROOM SERVICE

ACCOUNTS

Procedure in presenting guest self-check.You must answer all
account questions correctly before

answer key.
Check performance using
Performance Checklist Presenting room service accounts.
Present to your trainer for

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Procedure in presenting guest accounts
1. Learn on how to present guest accounts.
Presenting the Bill– Make the Bill Accurately.
 Present the bill to the guest only after required service.

 The Bill should be presented in a clean folder along with a hotel
pen.
 Politely request the guest to sign the bill.
 When guests have signed the bill, thank them, wish them a
pleasant meal and enquire about the clearance as mentioned
in Standard Operating Procedure (SOP).
 Leave the room gracefully taking away any unwanted items and
close the door gently.
 Return the bill to the Order Taker who will settle it in the Computer.

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SELF CHECK 5.4-1
1. Steps in presenting the bill.

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ANSWER KEY 5.4-1
1.Steps in presenting the bill.
 Present the bill to the guest only after required service.

 The Bill should be presented in a clean folder along with a hotel
pen.
 Politely request the guest to sign the bill.
 When guests have signed the bill, thank them, wish them a
pleasant meal and enquire about the clearance as mentioned
in standard operating procedure (SOP).
 Leave the room gracefully taking away any unwanted items and
close the door gently.
 Return the bill to the Order Taker who will settle it in the Computer.

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Task sheet 5.4-1
Title: Present guest accounts
Performance Objectives:Given providing room services, you should
be able to present guest accounts following the correct procedure.
Supplies/Materials:
Pen and paper,Cashier’s receipt, guidelines and instructions
Equipment: None
Steps/Procedure:
1. Present the bill to the guest only after required service.
2. The Bill should be presented in a clean folder along with a hotel pen.
3. Politely request the guest to sign the bill.
4. When guests have signed the bill, thank them, wish them a pleasant
meal
and enquire about the clearance as mentioned in Standard Operating
Procedure (SOP).
5.Leave the room gracefully taking away any unwanted items and close
the
door gently.
6. Return the bill to the Order Taker who will settle it in the Computer.
Assessment Method:

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Task Sheet 5.4-1
CRITERIA Yes No
1. Follow the proper procedure.
2. Present the bill in a clean folder.
3. Politely request the guest to sign the bill.
4. Thanks the guest.
5. Leave the room gracefully.
6. Return the bill to the order taker.

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LEARNING OUTCOME #5 CLEAR ROOM SERVICE AREA
CONTENT:
1.Clear room service area
1.Checks and clear floors in accordance with establishment’s policy and

guidelines.
2.Returns trays and trolleys to the room service in accordance to company
procedures.
3.Re-stocks food and beverage and equipment in accordance to
establishment’s policy

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CONDITIONS:
trays trolleys linens
toasters Table appointment
Warming equipment glassware

 Laptop/ Desktop
Microphone/ Headset
References (books)
 EBooks
 CBLM
 Manuals
TEACHING METHODS:
 Demonstration
 Film-viewing
ASSESSMENT METHOD:
 Written test
 Interview
 Videocon
 Google forms
 Portfolio/
 Demonstration

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LEARNING OUTCOME NO. 5 CLEAR ROOM SERVICE AREA

Procedure in clearing room self-check.You must answer all
service are questions correctly before

answer key.
Check performance using
Performance Checklist Clear the room service area. Present
to your trainer for evaluation and
recording.

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Procedure in clearing room service area
1. Demonstrate on how to clear the room service area
Clearing the Tray from the Room-Promptly on Time.
The time of clearance is known by asking the guest during service or

from the order taker if the guests call back Room Service for his clearance.
Upon reaching the rooms follow the same procedure a
s in SOP for opening the door.
After the guest opens the door announce intention of clearing the
tray/trolley.
Arrange all the clearance on the tray and get guest feedback.
Arrange the guest room as appropriately.
Find out if the guest would like anything else “Is
there anything that we could assist you Mr./Ms._____________”.
If nothing, exit from the room gracefully while wishing the guest a
wonderful day / night.
Carry the tray back from the Room to Room Service pick up any other
tray that you may find in the Corridor / Pantry.
Be careful not to drop anything on the way.
Inform the Order Taker about the clearance.
Clearing of Room Service Delivery:
Room Service Associate checks the room service schedule with the
indicated time of delivery to the guest room
Room Maids/ Public Cleaner will immediately clear any room
service trays which are placed outside the guest door and remark
the tray and room number in the form, in order to indicate the
room service associate which room has been cleared.
Guest courtesy call to the room: 5 Minutes before 45 minutes
associate makes a phone call to the room by saying:
“Good morning/ afternoon/ evening Mr. Brown, I apologize
to disturb,have you finish your breakfast/ lunch/ dinner, may I clear
your

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tray?”
The guest does need more time, do not disturb them anymore,wait ten
more minutes.
Immediately make your way to the guest room to collect the tray.
If the tray is not outside the corridor, proceed to the room pantries to
collect the tray.
If the tray from the guest room is not in the room
pantry, collect the tray by visiting the room pantry during the next
scheduled round.
Clearing of Floors & Room Pantries:
After any room service delivery, check all floors & pantries for
empty trays, fruit baskets etc.
After receiving a phone call from the guest room or the room
maid,proceed to the pantries and collect all used items.
Every 60 minutes, the room service associate proceeds with the tray or
trolley to collect all used items in the corridors and pantries.
In the room pantry complete the “Removal of room service order”
forms for recording purposes.
After every room service shift end the person in charge will collect all
forms by visiting all pantries, replacing of new form and collecting of
used items.

Issued by:
Module Title:
products
SELF CHECK 5.5-1
1. Give at least five (5) steps in:
 Clearing the tray from the room--promptly on time.

 Clearing of room service delivery.
 Clearing of floors & room pantries.

Issued by:
Module Title:
products
ANSWER KEY 5.5-1
Clearing the Tray from the Room– – Promptly on Time.
 The time of clearance is known by asking the guest during the

service or from the order taker if the guests call back Room Service
for his clearance.
 Upon reaching the rooms follow the same procedure as in SOP for
opening the door.
 After the guest opens the door announce intention of clearing the
tray / trolley.
 Arrange all the clearance on the tray and get guest
feedback.
 Arrange the guest room as appropriately.
Clearing of Room Service Delivery:
 Room Service Associate checks the room service sche

dule with the indicated time of delivery to the guest room
 Room Maids/ Public Cleaner will immediately clear any room
service trays which are placed outside the guest door and remark
the tray and room number in the form, in order to indicate
the room service associate which room has been cleared.
 Guest courtesy call to the room: 5 Minutes before 45 minutes
associate makes a phone call to the room by saying: “Good
morning/ afternoon/ evening Mr. Brown, I apologize
to disturb,have you finish your breakfast/ lunch/ dinner, may
I clear your tray?”

Issued by:
Module Title:
products
 The guest does need more time do not disturb them anymore,wait
ten more minutes.
 Immediately make your way to the guest room to collect the tray. If
the tray is not outside the corridor, proceed to the room pantries to
collect the tray.
Clearing of Floors & Room Pantries:
 After any room service delivery, check all floors &

pantries for empty trays, fruit baskets etc.
 After receiving a phone call from the guest room or
the room maid,proceed to the pantries and collect all used items.
 Every 60 minutes, the room service associate proceeds with the tray
or trolley to collect all used items in the corridors and pantries.
 In the room pantry complete the “Removal of room service
order” forms for recording purposes.
 After every room service shift end the person in ch
arge will collect all forms by visiting all pantries, replacing of
new form and collecting of used items.
TASK SHEET 5.5-1

Title: Clear the room service area
Performance Objectives: Given providing room services, you
should be able to clear the room service area following the correct
procedure.
Supplies/Materials:
Trays, Trolleys, Linen, Toasters, Glassware, warming equipment/
lids, table appointment.
Equipment: None
Steps/Procedure:
1.Room Service Associate checks the room service schedule with the
indicated time of delivery to the guest room
2.Room Maids/ Public Cleaner will immediately clear any room
service trays which are placed outside the guest door and
remark
the tray and room number in the form, in order to indicate the
room
service associate which room has been cleared.
3.Guest courtesy call to the room: 5 Minutes before 45
minutes associate makes a phone call to the room by saying:
“Good mor
ning/ afternoon/evening Mr. Brown, I apologize to disturb, have
you
finish your breakfast/lunch/ dinner, may I clear your tray?”

Issued by:
Module Title:
products
4.The guest does need more time,do not disturb them anymore,wait
10 more mimnutes.
5.Immediately make your way to the guest room to coll
ect the tray. If the tray is not outside the corridor, proceed to the
room pantries to collect the tray.
6.If the tray from the guest room is not in the room pantry, collect
the tray by visiting the room pantry during the next scheduled
round.
Assessment Method:
Portfolio Assessment using Performance Criteria Checklist,
Questioning
Performance Criteria Checklist for

Task sheet 5.5-1
CRITERIA Yes No
1.Follow the proper procedure
2.Clear room service trays
3.Use Standard Operating Procedure (SOP) in clearing the
room
service area.

Issued by:
Module Title:
products
Bibliography
http://ezinearticles.com/?Telephone-Handling&id=417032
http://bizguy.tv/the-art-of-suggestive-selling-efficient-tips-on-improving-
your-tips/#
http://www.rwsmithco.com/community/hotel/top-10-tips-for-successful-
hotel-room-service/

Issued by:
Module Title:
products
http://www.danielgfuchs.com/public/uploadfile/daniel/file/DHR-CO-
FBS-SOP-101%20Room%20Service%20-%20Process%20Diagram.pdf
http://aboutfoodbeverage.blogspot.com/2012/09/sop-standard-
operating-
procedures-f.html
http://hospitalitynu.blogspot.com/2012/08/room-service-room-service-
it-implies_4.html
http://www.fordham.edu/images/Facilities/food/pdfs/etiquette2.pdf
COMPETENCY ASSESSMENT TOOL

Evidence Plan

Issued by:
Module Title:
products
Competency FOOD & BEVERAGE SERVICES NC II
standard:
Unit of PROVIDE ROOM SERVICE
competency:
Ways in which evidence will be collected:
&
[tick the column]
Third party Report

Demonstration&
Observation
Questioning
Questioning
Portfolio
Written
The evidence must show that the trainee…
 The trainee must know how to deliver food items and
cleaning food service areas according to
establishment standards.
 The trainee must know to communicate and
interpersonal skills according to establishment
standards.
 The trainee must know the roles and responsibilities of
the food service team according to establishment
standards.
 The trainee must know how hygienic and appropriate
personal presentation according to establishment
standards.
 The trainee must know legislative on OH & S.
NOTE: *Critical aspects of competency

Issued by:
Module Title:
products
Demonstration with Questioning Checklist
Trainee name:
Trainer name:
Qualification: FOOD & BEVERAGE SERVICES NC II
Unit of competency: PROVIDE ROOM SERVICE
Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools, the candidate will be able to demonstrate,
Taking and process room service orders following standard procedures
within 15 minutes.
 to show if
DEMONSTRATION evidence is
demonstrated
During the demonstration of skills, did the Yes No N/A

candidate:
 Demonstrated ability in communication skills
according to establishment standards and   
procedures.
 Demonstrated ability plate carrying and clearing

techniques in accordance with establishment   
standards and procedures.
 Demonstrated ability to establishment’s recycling

requirements standards and procedures.   
 Demonstrated ability in ordering and service

procedures for establishment’s standards and
procedures.
 Demonstrated application of hygiene and safety

principles according to established standards and
  
procedures.
The candidate’s demonstration was:
Satisfactory  Not Satisfactory 

Issued by:
Module Title:
products
Issued by:
Module Title:
products
Trainee Evaluation Sheet
The following statements are about the competency you have just
completed.
Do Does
Don’t
Please tick the appropriate box Agree Not Not
Know
Agree Apply
There was too much in this competency to cover

without rushing.
Most of the competency seemed relevant to me.
The competency was at the right level for me.
I got enough help from my trainer.
The amount of activities was sufficient.
The competency allowed me to use my own

initiative.
My training was well-organised.
My trainer had time to answer my questions.
I understood how I was going to be assessed.
I was given enough time to practice.
My trainer feedback was useful.
Enough equipment was available and it worked well.
The activities were too hard for me.

The best things about this unit were:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
The worst things about this unit were:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
The things you should change in this unit are:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

Issued by:
Module Title:
products
______________________________________________________________________

Issued by:
Module Title:
products
Demonstration with Oral Questioning Checklist
PROVIDE ROOM SERVICE Yes No*
Take and process room service orders

Identify the range of room service products that are
1.1
available within the enterprise
1.2 Take guest order for room service
1.3 Use selling techniques to optimise room service sales

Confirm guest order for room service and advise of
1.4
expected service time
1.5 Record room service order
Action the room service order according to enterprise
1.6
procedures
Prepare for room service
Prepare basic food and beverage items for room
2.1
service
Set up trays, trolleys and equipment for room service
2.2 in accordance with enterprise standards and orders
received
Collect food and beverage items from kitchen and bars
2.3
for room service delivery
Verify food and beverage items prior to delivery to
2.4
room
Provide room service
Transport room service trays and trolleys to guest
3.1
room
Request entry to guest room in accordance with
3.2
enterprise standards
Enter guest room and prepare for in-room service in
3.3 accordance with guest requirements or preferences,
where applicable
Identify room service items that have been supplied
3.4
and confirm order with guest
Serve food items in accordance with enterprise
3.5
standards and guest requirements
Serve beverage items in accordance with enterprise
3.6
standards and guest requirements
Present room service accounts
Verify room service documentation prior to
4.1
presentation to guest
4.2 Present room service account to guest
Competency-based Learning
Material for (Food and Developed and
Beverage Services NCII) Issued by:
Date Developed:
Page 83 of 86
FIRST ASIAN
Module Title: INTERNATIONAL
Providing Room Service SYSTEMS
COLLEGE, INC.
PROVIDE ROOM SERVICE Yes No*
4.3 Process payment of room service account
Clear room service

Remove room service trays, trolleys and service items
5.1
from guest rooms and floors
Return room service trays, trolleys and service items
5.2
to appropriate location
Undertake ancillary dutiesin conjunction with clearing
5.3
of room service items
Present room service accounts
6.1 Clean and maintain-room service trolleys
6.2 Clean room service crockery, cutlery and other items

Re-stock room service area to facilitate on-going
6.3
readiness for action
The trainee’s underpinning knowledge was:
Satisfactory o Not Satisfactory o

Feedback to trainee:
The trainee’s overall performance was:
Satisfactory o Not Satisfactory o
Assessor’s signature: Date:
Date Developed: Document No.

Competency-based Learning June 2017
Material for (Food and Issued by:
Page 84 of
Beverage Services NCII) Developed by: Revision No. 86
Module Title:
Providing Room Service
THIRD PARTY REPORT
Candidate
name:
Name of third Contact
party: no.
Position:
Relationship □ employer □ supervisor □ colleague □ other
with candidate: Please specify
________________________________________________
Please do not complete the form if you are a relative, close
friend or have a conflict of interest]
Dates the candidate worked From: To:
with you
Competency FOOD AND BEVERAGE SERVICE NCII

Standards:
Unit of Provide Room Service
Competency:
The candidate is being assessed against the competency standards for
We are seeking your support in the judgment of this candidate’s competence.

Please answer these questions honestly as a record of the candidate’s
performance while working with you. Thank you for your time.
Comments regarding candidate performance and experience
I can verify the candidate’s ability Yes No Comments to support
to: Not my responses:
(tick the correct response]
sure
 Check the availability of all
□ □ □
resources required for training.
 Identify alternative resources for
□ □ □
contingency measures.
 Identify and arrange appropriate
training locations according to □ □ □
training needs.
 □ □ □
 □ □ □

Page 85 of
Module Title:
Third party signature: Date:
Send to:

Page 86 of
Module Title:

5.providing Room Service

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COMPETENCY BASED LEARNING MATERIAL

Qualification: FOOD AND BEVERAGE SERVICE NC II

Unit of Competency: PROVIDE ROOM SERVICE

Module Title: PROVIDING ROOM SERVICE

FIRST ASIAN INTERNATIONAL SYSTEMS COLLEGE,INC.

Competency-based Learning Date Developed: Document No.

Welcome to the module in Providing Room Service. This module

The unit of competency “Provide Room Service” contains knowledge,

You are required to go through a series of activities in order to

The goal of this course is the development of practical skills. To gain

This module was prepared to help you achieve the required

 Work through all information and complete the activities in each

 Read Information Sheets and complete the Self-Checks. Suggested

Competency-based Learning Date Developed: Document No.

You must pass the Institutional Competency Evaluation for this

Competency-based Learning Date Developed: Document No.

No. Unit of Competency Module Title Code

5 Provide room Providing room TRS512391

Competency-based Learning Date Developed: Document No.

Competency-based Learning Date Developed: Document No.

Competency-based Learning Date Developed: Document No.

Qualification Title : Food and Beverage Services (FBS) NC II

This module deals with the skills and knowledge required to

Upon completion of this module, the trainee/ student must be able

1. Take and process room service orders

2. Set-up trays and trolleys

3. Present room service meals and beverages to guest

Competency-based Learning Date Developed: Document No.

5. Clear room service area

1. Answer telephone with proper telephone etiquettes.

3.Clarifies, repeat and checks details accurately.

15.Checks orders before leaving the kitchen for delivery.

Competency-based Learning Date Developed: Document No.

LEARNING OUTCOME #1 TAKE AND PROCESS ROOM SERVICE ORDERS

1. Taking Room Service Orders

1. Answer telephone with proper telephone etiquettes

Competency-based Learning Date Developed: Document No.

Tools Equipment materials

Competency-based Learning Date Developed: Document No.

Competency-based Learning Date Developed: Document No.

LEARNING OUTCOME NO. 1 TAKE AND PROCESS ROOM

Learning Activities Special Instructions

Answer Self-Check 5.1-1 Compare your answer with the

Read Information Sheet 5.1-2: Read the information sheet and

Answer Self-Check 5.1-2 Compare your answer with the

Competency-based Learning Date Developed: Document No.

Answer Self-Check 5.1-3 Compare your answer with the

Competency-based Learning Date Developed: Document No.

Procedures to receiving a telephone call

Competency-based Learning Date Developed: Document No.

1.A two way communication process with rapport (relation of

2.Procedures to make a telephone call.

Competency-based Learning Date Developed: Document No.

2.Procedures to make a telephone call

Competency-based Learning Date Developed: Document No.

Title : Handle telephone calls

Competency-based Learning Date Developed: Document No.

Competency-based Learning Date Developed: Document No.

1. Learn and familiarize the Do’s and DON’T’s in selling techniques.

Competency-based Learning Date Developed: Document No.

The Art of Suggestive Selling. Efficient Tips on improving your Tips

Suggestive selling is offering an additional or complimentary item to a

Suggestive selling has two purposes: