Providing Room Service: Competency-Based Learning Materials
Providing Room Service: Competency-Based Learning Materials
Providing Room Service: Competency-Based Learning Materials
Providing Room
Service
HOW TO USE THIS COMPETENCY-BASED LEARNING
MATERIALS ( CBLM )
Welcome!
The unit of competency, “Provide Room Service”, is one of the competencies of the
competencies of Food and Beverage NC II, Qualification consists of competencies that a
person must achieve to provide food and beverage service to guests in various food and
beverage service facilities.
The module, Providing Room Service, contains training materials and activities
related to take and process room service orders, set up trays and trolleys, present and serve
food and beverage orders to guests, present room service account, clear away room service
equipment for you to complete.
In this module, you are required to go through a series of learning activities in order
to complete each learning outcome. In each learning outcome are Information Sheets, Self-
Checks, and Task Sheets. Follow and perform the activities on your own. If you have
questions, do not hesitate to ask for assistance from your facilitator.
Remember to:
Read information sheets and complete the self-checks. Suggested references are
included to supplement the materials provided in this module.
Perform the Task 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 Operation Sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall serve as your
portfolio during the Institutional sufficient practice, ask your trainer to evaluate you.
The results of your assessment will be recorded in your Progress Chart and
Accomplishment Chart.
You must pass the Institutional Competency Evaluation for this competency before
moving to another competency. A Certificate of Achievement will be awarded to your
passing the evaluation.
You need to complete this module before you can proceed to Receiving and
handling guest concerns.
Food and Beverage NC II
COMPETENCY-BASED LEARNING MATERIALS
Providing roomTRS512391
5. Provide room service
service
LEARNING OUTCOMES:
ASSESSMENT CRITERIA:
1. Telephone call is answered promptly and courteously in accordance
with the customer service standards.
2. Guest’s name is checked and used throughout the interaction.
3. Details of orders are clarified, repeated and checked with guests for
accuracy.
4. Suggestive selling techniques are used.
5. Guests are advised approximate time of delivery.
6. Room service orders received from doorknob dockets are interpreted
accurately.
7. Orders are promptly transferred and relayed to appropriate location
for preparation.
Answer Self-Check 5.1-2 Compare your answer with the answer key.
Check your answer using the Answer Key You are required to get all the answer
No. 5.1-2 correct. If not, read the information sheet
again in order to answer all the questions
correctly.
Perform Task Sheet 5.1-1
Perform Taking Room Service Order Perform Taking Room Service Order
Through Telephone Through Telephone.
Present to your trainer for evaluation and
recording.
Learning Objectives:
2. Explain the reason why some guest wanted to have room service and why others not.
Introduction:
Room service or “in-room dining” is a hotel service enabling guests to choose menu
items for delivery to their hotel room for
consumption there, served by staff. Room service
is organized as a subdivision within the Food &
Beverage Department of high-end hotel and
resort properties. It is uncommon for room
service to be offered in hotels that are not high-
end, or in motels. Room service has to be very
familiar with the menu in order to successfully
handle a room service order.
A similar room service may be provided for guest’s onboard cruise ships. Room
service may be provided on a 24-hour basis or be late night service.
Nowadays almost all big hotels offer room service. There are some reasons
behind offering room service such as:
Different guests have different needs and tastes. There few reasons behind choosing
room service:
It helps to attract business travelers as they are very concerned about their privacy
and time.
Some group travelers prefer eating together.
Honeymoon couple usually love to eat in room to make things more away from
general people.
Room service is highly appreciable by celebrities who generally escape away from
general people.
Many guests want to have in casual way by wearing normal cloth, watching TV, etc.
Many guests want to start day with a bed tea. For them room service is the only
option.
Women who travel alone are generally conscious more about their privacy. They
tend to choose room service more.
Some guests have important private discussion that’s why they don’t want to go
outside. For them room service works best.
Why Some Guests Don’t Want Room Service
It’s not true that all guests prefer room service. There are few reasons behind not
choosing room service even though it is offered:
Generally, room service is priced high. Budget guests normally do not prefer to pay
extra for having food in room.
In rush hour, especially in the morning, sometimes it takes time to deliver service in
time which makes guest unhappy.
One of the biggest challenges for well managed room service is to offer food and
beverage in proper temperature. Many guest become annoyed for that.
In most of the hotels room service is not provided for 24 hours a day.
Generally, room service menus are very limited in order to provide fast service.
Self-Check 5.1-1
1. Room service or “in-room dining” is a hotel service enabling guests to choose menu items
for delivery to their hotel room for consumption there, served by staff.
Learning Objectives:
2. Enumerate the standard operating procedure in taking room service order through
telephone.
Introduction:
Room service is one of the important parts of Hotel Business. Without a good room
service, no hotel can improve their Hotel business. Taking order for room service is very
sensitive and for the reason a waiter have to be sensitive also when he/she is going to take
order from the guests for room service.
Therefore, every Waiter / Waitress has to be conscious and skill to take room service
order from guests.
Write down the order clearly in the order book and note the time of call and the
room number.
Take Orders:
Politely read the order back to guests and repeat all details.
Tell guests the approximately how much time it will take to deliver the order.
Thanks the guest and only disconnect the line after the guest had hanged up the
phone on the other side.
If there are any hot items to be served, then the fire up heating plate or oven.
Then take food from kitchen. Must ensure all ordered items are available
there. Put cold foods first then go for hot items.
Check all orders closely for the last time in order to avoid inconvenience.
Use service elevators to reach at guest room.
In order to avoid collision never push your tray. Always pull.
Delivery Time:
When the order is made, the order taker shall post
it immediately in the POS (Point of Sale) terminal.
The time displayed on the print-out slip shall be
considered for any further reference.
The order taker shall accurately estimate the time
required for the food preparation and the specific
mise-en-place related to the food order.
The order taker shall set the time on the especially
designed alarm clock in order to control the
duration of each order preparation control the
duration of each order preparation.
The order taker shall politely inform the guest by
telephone about any delivery delay.
Consequently, the order taker shall say the
following: “Good morning/afternoon/ evening,
Mr. / Mrs./ Ms. (the correct family name of the
guest), I am calling from IN ROOM DINING to inform you that we are experiencing a
slight delay with your food delivery. It will take about (time to be defined by the
kitchen team) more minutes. We sincerely apologies for the inconvenience”.
Steps/Procedure:
Look for a partner and perform the standard operating procedure in taking
room service orders. By following this steps;
CRITERIA
YES NO
Did you….
1. Demonstration taking telephone orders for room
service following the establishment’s standard
operating procedure
2. Answer telephone call promptly and courteously
in accordance with customer service standards.
3. Check and use guests’ name throughout the
interaction
4. Clarify details of orders, repeat and check with
guests for accuracy
5. Use suggestive selling techniques
Bibliography
http://www.hospitality-school.com/hotel-room-service-procedure
http://aboutfoodbeverage.blogspot.com/2012/09sop-standard-
operating-procedures-f.html
http://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-
hotels/f-and-b-service-sop/227-order-taking.html
http://wenku.baidu.com/view/4fc319ee5ef7ba0d4a733b54.html
http://www.trainingscope.com/wp-content/uploads/shopp/files/IRD-
Trolley%20Tray%20Setup.pdf
http://www.pearhighered.com/assets/hip/us/hip_us_pearsonhighered/
samplechapter/0132724545.pdf
http://fandfood.com/how-to-take-order-for-room-service