Demonstration Lesson Plan

In
Food and Beverage Services
“ Providing Room Service “

I. Objectives:
At the end of the lesson, the students should be able to:

a. define Room Service;

b. select the materials needed in providing room service;
c. demonstrate the steps in providing room service; and
d. value the importance of providing room service to the guests.

II. Subject Matter:

Topic: “Providing Room Service”
References: CG, Module, Internet
Materials: Slide decks, Pen and Paper, Tools and Equipment

III. Presentation/Discussion:

Teacher’s Activity Students’ Activity

a. Daily Routine
- Prayer
- Greetings
- Checking of Attendance
- Reminding students on the classroom rules (Students will participate)
b. Review
- Before we go on with our lesson this
afternoon, let us have a review regarding our
lesson last meeting.
Anyone can tell the topic we have discussed
last meeting? - Our lesson last meeting is all about
identifying and satisfying customer’s
needs
- That’s right!
Can you tell some ways how can we identify customer’s
needs? - One way to identify customer’s needs
is to ask them “Is there anything else
you need ma’am/sir?
-That’s correct!
What else? - Conduct 3 minute check ma’am.

-Very good!
Now, can you tell how can you satisfy customer’s
needs? - Respond quickly

-Excellent!
I’m happy to know that you learned the lesson we
have last meeting.
c. Motivation
- This afternoon, I have prepared an interesting lesson
for us to ponder on but before, I have here some pictures.
Who can volunteer to come in front and identify
what are in the pictures and what are those people in the
picture doing? - (One volunteer will come in front
and identify the pictures) These
buildings in the picture are hotels.
 These couples are inside the hotel and
this person is having a call conversation.
-Exactly!
Have you checked in a hotel before? - Yes, ma’am!

-How about ordering food in a hotel restaurant? - Yes, ma’am!

- How did you order your food? - We went to the restaurant and
ordered our food
- How did they serve your food? - The food attendant delivered our food
in our room
- What do you call with what the food attendant
did? Do you know? - The food attendant did is Room
Service ma’am!
- That’s Right!
Do you want to learn how to provide room service
to guests? -Yes, ma’am!

-That’s good!
d. Presentation of the Lesson/Lesson Proper
-Today our lesson is “Providing Room Service”.
What can we learn with this lesson?
Will you read our objectives for today? - a. define Room Service;
b. select the materials needed in
providing room service;
c. demonstrate the steps in providing
room service; and
d. value the importance of
providing room service to the guests.
- Alright! Those are the objectives that you
are expected to learn after our lesson for
today. I hope that you will bear with me as we
discuss and demonstrate together our lesson.

-Let us define Room Service.

Anyone can define room service?
- Room service is one of the services
offered in a hotel where guest’s foods
are delivered in their rooms.
- Exactly!
Room service is a service in a hotel by which meals
or drinks are provided for guests in their rooms.

Why do guests enjoy room service?

Can you read the reasons?
-1. It allows guests to eat in privacy
or outside of regular restaurant
hours
2. Room service saves time
- That’s how important room service to our guests.
Now, let’s have the steps in providing room service.
Will you read the first step? -Taking room service orders

-Thank you!
The first step in taking room service is taking guest’s
orders through phone or in person.
Now, we will be taking room service orders through
phone. What are the materials needed in taking room
service orders? Will you identify them with these
pictures? - Telephone/mobile phone, ball pen
and order slip
- Very good! You identified the needed tools correctly!
Now, let’s have the steps in taking room service orders.
Will you read the first step?
 -Steps in Taking Room Service
Orders
1. Lift the receiver on the first ring, if
possible and greet the guest
- Remember: Courteous greetings express with smiling
voice will certainly make a good impression. That’s why
it is advisable for you to smile first before picking up the
phone.
Let’s have the second step. Will you read?
2. Take the order and write it down in
an order slip
-That’s right!
When taking order, do not forget to write down
and clarify orders as you hear them. Also, ask the
number of orders and the guest’s preferences
regarding the manner of preparation
3. Repeat the order
-Alright!
It is also important to repeat orders to avoid errors.
When repeating orders, do not forget to mention
the order, quantity and manner of preparation
4. Verify the time of delivery and the
room number.
-Always verify the time of delivery and the guest’s
room number to avoid mistake/complaints, and for
you to know when and where to deliver. That’s the
4 steps in taking room service orders
So how to do the procedure? Let me demonstrate it
to you. Please observe carefully so that later on after
my demonstration, you can re-demonstrate it, okay? - Yes, ma’am!

-Who will volunteer to come in front and be my

guest? (Someone will volunteer)

-Alright, this is the phraseology.

(Kring…Kring…Kring…)
RS: Room service department, good morning!
This is Debbie speaking, how may I help you? -G: Can I make an order for my
breakfast?
-RS:Yes, ma’am! May I know your name please?
- G: I’m Jennifer
-RS:Yes ma’am Jennifer, may I know your room
number? -G: I’m at room number 102
- RS: Alright ma’am, what breakfast do you want?
Is it Continental, American or Traditional?
-G: I want a continental breakfast
-RS: Alright ma’am, our continental breakfast
consist of starter, bread and beverage. What
would you like to start with? Chilled fruit juice or
fresh fruit? -G: I want fruit juice

- RS: What fruit juice do you want ma’am? We have

pineapple, lemon and apple juice, Which do you
prefer? -G: give me one pineapple juice

-RS: Alright, how about your bread ma’am?

Do you want it toasted or just plain? -G: just plain

-RS: What accompaniment do you want for your

bread ma’am? Is it butter, mayonnaise or cheese?
-G: I want cheese
-RS: Alright ma’am, how about your beverage?
Coffee, milk or hot chocolate? -G: Give me a glass of milk

-RS: Alright, would that be all ma’am? -G: yes, that’s all

-RS: Then may I repeat your order ma’am, 1

Chilled pineapple juice, 1 plain bread with cheese and a
glass of hot milk for your beverage. Did I get your order
right ma’am? -G: yes!
- RS: How do you want to settle your bill ma’am? Is
it cash or charge to your room? -G: I will pay it cash

-RS: Alright ma’am! What time do you want me to

deliver your breakfast ma’am? - G: Please deliver it at 8:00am

-RS: Alright ma’am Jennifer, your breakfast will be

delivered at exactly 8:00 this morning. -G: yes, thank you!

- RS: Is there anything else you want ma’am? -G: nothing that’s all

-RS: Alright ma’am, thank you for calling room

service department. Have a great day!

-Thank you Jennifer for your participation.

That’s the first step of in providing room service.
Now, let’s move on to the next step. Will you read? - Delivering Room Service Orders

-That’s right! Make sure to check guest’s orders

before delivering. After checking, then you are ready
to deliver. The question is: How does guest’s orders
be delivered?
May I request you class to please read the procedures
and I will be demonstrating it. Again, please listen
attentively and observe carefully so you will
understand how to do it. Okay? - Yes ma’am!

- Alright! Then, let’s have the first procedure.

Will you read?
- Steps in delivering room service
orders
1. Knock at the door
-How do you knock doors at home?
- we knock our doors many times until
someone will open it ma’am

- Alright, may I know why do you need to knock your

doors many times - So that the one who is inside will hear
it and open it hurriedly
-Do you think knocking at home like that can also be
applied on our hotel guest’s doors? - No ma’am!

-You are right!

Respect for a guest’s privacy is the primary
consideration when entering a room.
How should we enter guest’s room with respect
for their privacy? Will you read?
 Approach the room quietly
Knock firmly and say “Room
Service” clearly and
confidently, remembering that
your voice must carry through
a close door.
  Listen for the guest’s response
and react accordingly, waiting
outside or entering the room. If
there are no responses, knock
and announce “room service”
again.
-That’s how it is!
Once the door opened, what should we do next?
Do you have any idea? - Greet the guest, ma’am!

-Exactly!
Will you read the next step? -2. Greet the guest by
the hour of the day, introduce yourself
and tell the guest the reason of coming
into their room
-Alright! So how will we do it?
Say; “good morning/ afternoon sir/ ma’am;
I’m Debbie, and I am here to deliver your breakfast.
May I come in?”
Do not go in until the guest opens the door or you
have been asked to enter.
Once inside the room, what should the next thing to
do? Will you read? - 3. Ask whether the guest wants the
food to be set up on the table or just on
the tray or trolley. Say, “would you like
me to set-up your breakfast on the
table ma’am/sir or I’ll just leave it on
the tray/trolley
- If the guest wants her/his food to be set-up, then
set it up as requested. After setting up, offer
additional services like serving coffee, opening their
curtains or switching on their television. Then after,
proceed to the next step. Will you read?
- 4. Presenting the bill. Say,
“excuse me
ma’am/sir, may I present your bill?
- How should we present the bill?
- The bill should be presented facedown
-Very good!
After presenting the bill, what is the next step?
Will you read? - 5. Get the Payment

- That’s right!
Upon getting the payment, do not forget to repeat
the amount you received. If the guest wants to charge
the bill to his room, get his signature but make sure he
is authorized to sign.
What if the guest has a change? What will you do?
- Tell the guest that you will come back
immediately for his change
- Excellent!
After giving the change to the guest, proceed to the
next step. What it is? Will you read?
- 6. Thank the guest and Bid Goodbye
- That’s correct! But before leaving do not forget
to ask what time the guest wants his soiled dishes
to be cleared or picked up.
If the guest is not sure for the time, ask him to call
room service department whenever he/she is ready.
- Now let us proceed to the last step in providing room
service to the guest. What it is? Will you read?
Clearing soiled dishes
- How do you clear soiled dishes at home?
 - our soiled dishes can be cleared right
away after everybody is done eating
- You are right! At home we can wait on the table
until all the members of our family to be done eating
and then the soiled dishes can be cleared.
Do you think we can also wait for our guest inside the
Room until they finish eating? - No ma’am!

-So how should we clear soiled dishes?

Let's have the first step.
- Receiving a call from a guest requesting
his/her soiled dishes to be picked up

- Alright! Receiving a call from a guest requesting his/

her soiled dishes to be picked up is just like how we
received a call during the taking of room service the only
difference is the information that you will be getting
from them. Let me demonstrate it to you. Who will
volunteer to be my guest? Read the line of the guest, okay?
- Yes, ma’am.
Here is the phraseology:

FA: Room service department good

Morning! this is Debbie speaking, how may I
help you?
G: may you please pick up our soiled
dishes?
FA: May I know who’s in the line please?
G: I’m Jennifer
FA: May I know your room number ma'am?
G: I’m at room number 102
FA: Alright ma’am, just a few minutes time I’ll be there
to pick up your soiled dishes. Thank you for calling room
service department, have a nice day!

- That's how the first step be done. Have you followed? -Yes, ma’am!
- Alright! Then, let's proceed to the next step. Will you
read?
- Knock the door
- Approaching or knocking the guest’s door when clearing
soiled dishes is the same as how to approach it when
delivering foods to guests.
How many times do we knock the door again?
-3 times ma'am
- Very good!
What if there is no response?
- Knock again ma'am
- That's correct!
How many seconds should be the interval?
- 5 seconds ma'am!
- That's right!
Once the door open, proceed to the next step.
Will you read?
- Greet the guest, introduce yourself and
tell the guest your purpose of being there.
- How will you do it?
- Smile and say: good morning ma'am/sir!
I'm Jennifer and I am here to clear your
Soiled dishes, may I come in?
- Exactly!
Wait for the guest’s response and act accordingly.
If the guest allowed you to come in, then come in
and collect the soiled the dishes, if not, get the soiled
dishes from him/her.
Let's proceed to the next step, will you read?
- Gather comments and suggestions about
the food you served and your service
 - Alright! While collecting it is your time to gather guest's
comments and suggestions about your service and do
it by asking: how did you find your meal sir/ma'am?
How about our service?
If the guest gives you compliment, what will you do?
- Thank the guest
- Precisely!
What if he/she is not happy from the food you served and
the service you rendered?
What will you do?
- Thank the guest for bringing the matter
to your attention, ask the guest the reason
why he/she is not happy with the food and
service you gave, apologize and assure
that it won't happen again next time.
-Excellent!
After that step, let’s proceed to the next, will you read?
- Thank the guest and bid goodbye.
- How to do it?
- Do it by saying thank you and wishing
the
guest to have a great day
- That’s correct!
Now, I will group you into two.
I have here the phraseology in providing room
Service to the guest, and the steps to be followed.
Each group should classify the phrases which of the steps
they are belong. Put the phrases below the steps.
First group to classify the phrases correctly will be given
20 points for today’s performance.
Are you ready? - Yes, ma’am!

- Let’s begin!

- Congratulations to the group that won! You now have

20 points for today’s performance

e. Generalization
- Now, we are about to finish our lesson. Again, what is
room service? - Room service is a service in a hotel by
which meals or drinks are provided for
guests in their rooms

what are the steps in providing room service?
- Very good!
How about the steps in taking room service orders?
- The steps in providing room service are
taking room service orders, delivering
room service orders and clearing soiled
dishes
1. Lift the receiver on the first ring, if
possible and greet the guest
2. Take the order and write it down in
an order slip
3. Repeat the order
4. Verify the time of delivery and the
room number.

- That’s right!
What are the extra service that you can be offered after
setting up the foods of the guest?
- serving guest’s foods, opening the
curtains and switching on the tv
- Exactly!
How do you present bill?
- present the bill facedown
- Precisely!
What is the last step in providing room service?
 - Clearing soiled dishes

f. Application
- Choose your partner and perform the steps in providing room service. 1 will act the food attendant
and the other as the guest. Rate your partner using the criteria given below.
Excellent Very Good Fair Poor
(5) Good (3) (2) (1)
(4)
1. Take Room Service
> Good Telephone Communication
> Clarify details of orders
> Asked mode of payment
> Prepare room service order slip
2. Set-Up Trays and Trolleys
> Prepare room service equipment and supplies
> Set-up trays and trolleys keeping in mind balance, safety and
attractiveness
3. Present and Serve F&B to guests
> Verify guest’s name on the bill before announcing the staff’s
presence outside the door
> Greet guests politely
> Ask guests where they want the tray or trolley to be
positioned
> Service is fast and discrete
4. Bill Settlement
> Accept payment based on the guest’s preferred mode of
payment
> Provide change if necessary
> Ask guest to sign
5. Clear Away Room Service Equipment
> Clear soiled dishes
> Check equipment if complete

6. Offering Extended Service

TOTAL SCORE

ESSAY. Answer the following questions.

1. What is room service?

2. What are the different steps in taking Room Service Orders?
3. What do you think are the importance of being courteous and polite to guests?