BHMCT 2nd Semester

IDR
In Room Dining Service Flow
Order Taking

Answer the phone within 3 rings 

Greet guest by saying “Good Morning Private Dining, This is Hien,
how may I assist you .(Mr. Michiel)”
Listen to the guest’s order, collect information, write it down and up
selling
Repeat the order and Room No.
“May I repeat your order, please?”
“Mr. Michiel, room 1122 and you would like to have......... Is that
correct?”
Thank guest for ordering and Inform the guest for the approximate
delivery time  SAY: Thank you very much Mr. Michiel, your food
will be serve in 30 minutes, is that fine for you 
Make sure you hang up the phone after the guest had done so.
KEY IN THE ORDER ON MICROS

Sign in the Micros

Press room no
Press No of guest 
Press the items 
Double check before print the bill
Print the bill, and the bill will be put in bill holder with
Hotel pen, make sure it clean and good condition.
Check with kitchen; make sure the kitchen receive the
captain order
PREPARING TRAY
Trays are clean and good condition
Flower vases are cleaned and Flowers are fresh
Salt and Pepper shakers are cleaned and working well
Chop sticks and cover are good condition ( if
applicable or only for local guest )
Cutleries are cleaned  and prepare according to food
ordered and No of guest
All the napkin are folded right shape and well pressed
Prepare sauce and condiments with cover
Conti…
Prepare bread, butter ensure butter and jams are
sealed and up to date
BB plate and butter knife are cleaned and good
condition 
Placemat is clean and well pressed
Ensure food cover is clean
Ensure bread basket is clean and in good condition 
Ensure removal card is clean and good condition 
Prepare the beverage

If bottle of water is not ordered, complimentary of

water is prepared accordingly 
Ensure all drinks serve with garnish, cleaned glass,
straw, stirrer, and right order with bar print out
Soft drink and Juice must accompany ice onside
All drink must serve with glass cover
Prepare the Food

Get all cold food first before hot food, except ice cream
must pick up at last  
Check the correct food item, correct Chinaware and
clean, Garnish, ingredient with the captain order /
kitchen print
Ensure that the cold food is bellow 5 oC and hot food
is above 60 oC
Make sure all the food must covered
Prepare Trolley

Ensure trolley is clean and good condition.

Turn on the electric warmer.
Flower vases are cleaned and Flowers are fresh
Salt and Pepper shakers are cleaned and working well
Cutleries are cleaned  and prepare according to food
ordered and No of guest
Chop sticks and cover are good condition ( if applicable
or only for local guest )
All the napkin are folded right shape and well pressed
Prepare sauce and condiments with cover
Conti…
 Prepare bread, butter ensure butter and jams are
sealed and up to date 
BB plate and butter knife are cleaned and good
condition 
Table cloth is clean and well pressed
Ensure food cover is clean
Ensure bread basket is clean
Ensure the removal card is clean and good condition
Double check any missing before to transport.
TRANSPORTING: - Trolley Service:
Push the trolley with both hands gently from Private Dining area , when
reach to any door Always pull not push avoid accident.
Use the service elevators for guest room dining delivery
When loading the trolley always pull; never push the trolley over the
elevator avoid accident 
        a.  After loading the trolley into the lift cabin, release the stop button to
normal operation and then press the floor number of the room to be served
        b.  When the lift door opens, push the stop button, turn your back
against the door, step back slowly and pull the trolley with both hands and
be aware of the floor level is some time different from the service lift .
        c.  After wheeling the trolley out of the lift, release the stop button to
normal operation
        d.   Make sure that you are on the right floor while proceeding to the
guest room
        e.   Check the room number on the guest check
 SERVING IN GUEST ROOM- Enter in Guest Room
Knock firmly three times on the guest’s door (Door
bell )
       a.  Announce yourself 
       b.  Speak quietly, especially in the early morning
hours or late at night. 
       c.  Wait 10 seconds for guest to respond.
       d.  If there is no response then press the door bell
gain and wait.
       e.  If there is still no answer, use the floor pantry
phone to call Private Dining to   check the room
number. 
Conti…
If guest is in, wait until guest opens the door and be
prepared to call the guest by name ["Good morning
(afternoon/evening), Mr. Michiel "].
Introduce yourself:  “Good morning Mr. Michiel. My
name is Hien, this is your breakfast order/lunch or
dinner. May I enter and serve your breakfast.”
Hand the guest the newspaper (if applicable) as the
guest is greeted.
Use door stops if necessary to keep the door open
while wheeling in a table.
Enter carefully with your tray or trolley, do not let the
door slam
Serving Food in the Guest Room
Place the table and tray in the predetermined area unless
otherwise specified by the guest.
You should always ask “Where may I setup your order Mr.
Michiel?” 
Do not setup the tray, table and chair facing the wall. 
Place the setting toward the TV if the guest is watching TV, or
toward the window view. 
Carefully open the second flap on the table and rearrange the
place settings.
Help the guest move any furniture, if necessary, to
accommodate the chair at the place settings. 
If order is delivered with a tray it should always be set up off
the tray and the tray left in the room for ease of removal.
Conti…
Arrange the set-up per cover and seat the guest(s).
        a. Open the trolley's wing
        b. Move the equipment a bit lower for a good
presentation to the guest
        c. Invite the guest(s) to sit down by saying "Take a
seat, please"
        d. Ladies shall be seated first facing the window
view, gentlemen shall be seated last        
Serve the food.
        a. Cold food shall be placed on the trolley
        b. Offer to serve Sauces or dressings over the guest’s food
items. 
        c.  Arrange the space according to the trained procedure
        d. Take the hot food out of the warmer. If the guest
prefers to keep her/his hot food in the warmer, she/he will
take it out her/himself : thus, instruct her/him how to
operate the warmer
         e. Identify every dish to the guest by saying "This is
your... and this is..., Mr. Michiel"
         f. Offer to pour coffee, serve cereals and open and serve
packaged foods. 
         g. Offer to open and pour the guest’s wine. 
           Bring along a high quality wine opener and a wine
towel  
Conti…
Utilize suggestive selling while in the guest room. 
          a. If wine is not ordered, proceed with suggestive
selling 
          b. If dessert is not ordered, suggest dessert and
bring to the guest room as soon as possible. ( if guest
preferred)
          c. In the evening, suggest that the doorknob
menu be used to pre-order breakfast. 
Conti..
Offer further assistance to the guest: After having served the guest,
politely ask if she/he needs any further assistance by saying:
"Would you care for anything else, Mr.Michiel?“
Present the bill for signature, present the bill in the folder with the
pen in order for the guest to sign
Thank guest and inform for trolley removal SAY: thank you very
much Mr. Michiel, please enjoy your meal, and kindly let us know
for trolley removal, have a nice day.
Close the door carefully do not slam the door
Posting the bill
Associate make sure that all the guest bill must be posted
immediately. (Avoid guest check out & missing the bill)
Record
Associate must record in master control sheet whatever they have
served to guest room.
Tray &Trolley Removal
A checklist of meals delivered to the guestrooms must be checked
often to make sure trays and trolleys are collected after delivery.
The Private Dining associate must check the floor corridors
regularly in case guest has put the tray or trolley outside the
room. 
If the guest calls for removal the tray or trolley, the tray or trolley
to be remove within 15 minutes after the guest call. 
Before entering the guestroom, knock the door firmly first then
greet the guest in a proper tone: 
Knock firmly three times on the guest’s door
       1.      Announce yourself, “Good morning/Afternoon/Evening,
Private Dining”.
       2.      Speak quietly
       3.      Wait 10 seconds for guest to respond.
       4.      If there is no response then knock again and wait.
Conti…
Greeting guest SAY: Good morning Mr. Michiel, May I
enter your room and collect the tray/ trolley
Ask guest for food satisfaction SAY: Mr.Michiel how
was your Breakfast /Lunch / Dinner ?  
Pick up the tray or trolley carefully from the
guestroom and try not to disturb the guest. 
Before leaving the room, thank guest and wishing
guest have nice day SAY: “Thank Mr. Michiel, have a
nice day”
Close the door carefully do not slam the door 
Conti…
**NOTE***
If the guest is not in his room after calling, Private
Dining associate should notify Housekeeping to open
the door and collect trays/trolleys.
After clearing, check the cutlery according to the list,
then make a record in the clearing check list send
soiled cutlery to the stewarding area.
 In Room Dining
Presentation
Preparing
Transporting
Serving In Room Guest
Record and Collect
Preparing
Turn on The Warmer
Sign In Micros
Billing
Trolley Preparation
Placing Crockery and Cutlery
Placing the Glassware
Condiments Placing
Bread Basket Placing
Preparation for Tea
Placing the Mineral Water
Pick the food
Warmer Setting
Placing Bread
Pickup Cold Dish
Pickup Hot Dish
Dessert Pickup