#1 : ROOM SERVICE

ROOM SERVICE
- The Room Service Unit is tasked to attend to the delivery of food and beverage
orders to the guest’s room.
- Room service or in-room dining is a hotel service enabling guests to choose
items of food and drink for delivery to their hotel room for consumption.

Room Service in Big and Small Hotels

1. Big Hotels
• Room Service operate as a separate unit, headed by a Room Service
Supervisor, assisted by a Captain waiter.
• Designated room service waiters are the only ones allowed to render Room
Service.
• This section usually operated round the clock 24 hours, serving breakfast,
lunch, dinner and snacks.
2. Small Hotels
• They incorporate Room Service as part of the Coffee Shop operations.
• The Coffee Shop personnel are also authorized to perform room service.
• Limit the room service operations from 6:00 o’clock in the morning till ten
o’clock in the evening.

Room Service Menus

- Orders are usually made through the telephone and received by a designated
order taker.
- Consisting of a la carte items are posted right in each guestroom as reference for
the guests in making a selection.

1. A la Carte
is the practice of ordering individual dishes from a menu in a restaurant, as
opposed to table d'hô te, where a set menu is offered.

2. Door Knob Menu

• Many hotels make use of door knob menus for breakfast orders.
• Provided in each room and the guests fills it up with their order and the exact
time they want the breakfast order to be delivered.
• The order is then prepared in advance and delivered on the exact time
indicated in the order form.
• The door knob menus are usually collected by room service waiters or
busboys at about 3:00 o’clock in the morning or even earlier.
 • It is immediately endorsed to the kitchen for the order to be prepared in
advance. The waiter picks up the order on the exact time indicated in the
menu.
#2 : SEQUENCE OF ROOM SERVICE

TERMS AND 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, and fork.
• Bill Folder – It is the container of the payment of the guests.
• Room Service Supervisor – Responsible for the room service operation
• Captain Waiter – Assisted the room service supervisor
• Cashier – Responsible for billing and taking payments
• Waiter – Responsible for taking orders and serving food and beverages to
guests
• Order Taker – Answer Room Service telephones and respond to guest
requests in a timely, friendly and efficient manner

Room service, also known as in-room-dining, is a kind of service by hotel or

other accommodation establishment that enables guests to choose menu items and
have it delivered to their rooms.

In establishment of any size, there usually a service department, which is

usually supervised by the Food and Beverage Manager. The room service
department must work closely with the kitchen and front office and housekeeping
department to make sure that the standard of service satisfies the guests’
expectations. Hotels are often judged, as much as anything else, by the standard of
the room service they provide. A five-star property will be expected to provide
room service for at least 18 hours of the day, if not all hours of the day and night,
and that service must at all times be friendly, quick and efficient.

SEQUENCE OF ROOM SERVICE

ACTIVITIES PERSON INVOLVED
1. TAKING ROOM SERVICE ORDER Designated Order Taker
2. PLACING ORDER TO THE KITCHEN Captain or Waiter
3. POSTING THE ORDER FOR BILLING Cashier
4. ASSEMBLING ROOM SERVICE ORDER Waiter Checked by the
 Captain
5. LOGGING DOWN THE ORDER ON THE CONTROL
Captain Waiter
SHEET
6. DOUBLE CHECKING MISE EN PLACE, FOOD Supervisor / Captain
PREPARATION / PRESENTATION Waiter
7. PREPARATION OF THE BILL Cashier
8. PICK UP AND DELIVERY OF THE ORDER Waiter
9. OFFERING OR EXTENDING PERSONALIZED
Waiter
SERVICE TO THE GUEST
10. SETTLING THE BILL; BIDDING GOODBYE Waiter
11. FORWARDING PAYMENT OR SIGNED BILL TO
Waiter
THE CASHIER
12. FORWARDING PAYMENT OR SIGNED BILL TO
Cashier
THE FRONT OFFICE

TELEPHONE GUIDELINES WHEN RECEIVING CALLS

a. Designated Order Taker, must answer the telephone

b. Answer the phone after the second ring but before the third ring
c. Before answering the phone; Pause Take a deep breathe and Smile
d. Answer call pleasantly by using pattern:
1. Greeting
2. Identify section/ department
3. identify self
4. Offering help

Example ; GOOD MORNING , Room Service , Althea speaking , how may I

help you ?

e. Answer the telephone by using the English Language and right phraseologies
Avoid plain ‘’ HELLO ‘’
IF Caller is speaking VERNACULAR, adjust to the caller and speak the same
language
f. Be friendly and show respect even before you know your caller is
g. Never cradle the telephone on your shoulder
h. Make sure to have writing pen and pad by your phone so you can take and pass
the message
i. Do not be RUDE when receiving a RUDE CALLER
- apologize to the caller to show empathy for having reached a wrong number.
- offer help if needed.

DELIVERY OF ROOM SERVICE ORDERS

1. Knock at the door
Use the knuckles or activate the doorbell. Knock should be gentle not too
loud to avoid irritating sound. Allow few seconds in between knocks and
sound off: “Room Service”
2. Once the door is opened
Greet the guest by the hour of the day and say: “Good
morning/afternoon, Sir/Madam (mention the guest name if known).”
State your name and department before saying the following:
• “Here's your room service order”
• “May I come in?”
Do not enter the room until the guest gives the permission.
3. Once inside the room:
Leave the door open unless the guest orders you to close it
Ask where the guest wants the trays or trolley to be set up. Say: "Where
would you like me to set-up your table sir/madam?"
After setting up the food on the table as requested, offer additional
service:
• "Shall I serve the coffee/tea?"
• "Shall I open the bottle of water for you?"
• "Would you like me to open your curtain to brighten your room?"
Before presenting the bill, ask: “Is there anything else I can do for you?"
4. Present the bill
Present the bill in a bill folder with the figures faced down as you say:
"May I present the bill?"
5. Get the payment
If the guest wants to charge to his room, get his signature but make sure
he is authorized to sign. (Some guests account is labeled "cash basis" and
so they are not allowed to sign for charges.) This should be checked with
Front Office.
6. Thank the guest and bid goodbye
Remind the guest where to put the trolley or the tray with soiled dishes.
And say: “Ma’am/Sir once you are done eating you can put the tray at
the table outside so that the room service can get it from you”.
Thank the guest and wish him a pleasant meal
Say: “Thank you very much. Enjoy the meal and have a nice day"
 TAKING THE ROOM SERVICE ORDERS
Rationale
Steps Procedures
Other Information
1. Lift receiver on the Procedures: Courteous greetings said
first ring if possible. 1. The mouth piece should with a smiling voice will
at least be 1/2 inch from certainly make a good
the mouth. impression.
2. Identify Room Service
and greet the caller as
you say:
“Good Morning, Room
Service Department. This is
Althea speaking. How may I
help you?”
2. Take the order and Procedures: • Get other serving
write it down in an order 1. Write down and clarify instructions like
slip (triplicate copies). orders as you hear additional butter, etc.
them. • Be a good salesman.
• Make appropriate
One copy for the kitchen 2. Ask the number of
orders and the guest’s suggestions.
One for the cashier • Offer the appropriate
preferences regarding
One for the waiter the manner of drinks or wine that best
preparation, salad complement the meal.
dressing, etc. • If the item is out of
stock. Inform the guest
For eggs – whether boiled, immediately and suggest
poached, scrambled, etc. an appropriate
substitute.
For steaks – whether rare
medium well, well done.

Whether bread be served

toasted or plain.

Preferred salad dressing, it

can be French, Vinaigrette
or Thousand Island.

Before closing say: “Will

that be all sir/ma’am?”
3. Repeat the order. Procedure: Rationale Information:
Mention the order, quantity • Repeating the order
and manner of preparation. helps to prevent errors
that can be a source of
complaints.