CHAPTER-3 Food and Beverages Services
CHAPTER-3 Food and Beverages Services
CHAPTER-3 Food and Beverages Services
The arrival list serves as basis for forecasting room service orders, enabling room
service and kitchen to adjust preparations for the day.
Also get copy of the Guests List. This contains information on the names of
registered guests, their room number and billing status-whether they are allowed
to sign or not. This list serves as reference in preparing bills. A notation of ‟cash
basis” means that cash or valid credit card payment must be made upon delivery-
no changes. If natation is guaranteed or charged, it means that guest is allowed to
sign under his room account and the bill is covered in the guest folio, for payment
upon check out or bill can be forewarded to guarantor after the check out.
Sample Arrival List ABC HOTEL(partial list only)
Arrivals 22 Jan._
Name of Guest RM Type Rate Billing Status Departure
No.
MM Jones, Michael 201 Double-Std P 2500 Guaranteed-BPI 23 Jan
2. Ask for the guests name and room number if you are not
using a digital telephone system that displays the guest’s
name and room number. Address the guest by his/her name
for a more personalized service.
Write down and clarity orders as you hear them. Ask the
number of orders and the guest’s preferences regarding the
manner of preparation, salad dressing, etc.
How would you like your steak done sir-rare, medium rare
or well done?
What dressing would you prefer for your salad-thousand
island, vinaigrette dressing or Italian dressing?
For breakfast order, ask guest’s preference- whether
Continental, American or Filipino breakfast. Or he might
prefer a la carte of Egg Benedict, pancake, French Toast, or
cereals.
For your American breakfast, would you go for sausage, ham, bacon
or corned beef?
Would you like the eggs to be prepared over easy, sunny side up,
scrambled, poached na bangus (milkfish)?
Would you like the eggs to be prepared over easy, sunny side up,
scrambled, poached or boiled?
For cold weather like this, would you like to consider a hot
steaming soup like a bowl of minestrone soup or a cream
of mushroom?
May I also bring you a Caesars salad to complement your
steak? Its one of our best sellers.
We are known our pasta. Would you like to try one of
them? You have a choice of Chicken Penne pesto, Linguine
with shrimps or Mixed ravioli.
Suggest red wine for an order of red meat like beef steak, white
wine if the order is fish like steak tanigue.
Find out if there are kids in the room and offer some items for
kids like pastries, lasagna, pasta, fried chicken.
6. Check whether there are other guests with whom the guest
will dine with so that you can prepare extra glass or plate, etc.
May I know how many diners are excepted to dine with you so
that the waiter can bring enough plates and glasses..
7. Thank the guest. Tell him the estimated time for the
delivery of his order.
‘’Thank you for calling Room Service. Your order will be
delivered to you as soon as possible, may be within 15-20
minutes.
• Requested extra items like additional rice, extra French fries, etc,
• napkin
American breakfast consists of:
Two eggs (fried or poached, boiled or scramble) sliced
bacon, ham or sausages, or corned beef sliced bread or
toast with jam/jelly/butter, pancakes with syrup, cornflakes
or other cereal coffee/tea, orange/grapefruit juice may
include slice of fruit or piece of banana
Beverage must be prepared as ordered.
• Tea/ coffee must be served with pot of hot water.
2. Knock gently or activate the buzzer when entering the room and
announce Room Service. Never enter unless told to come in.
Knock should be gentle and not too loud to avoid irritating sound.
Allow few second in between knocks and sound off: Room Service.
Do not enter the room until the guest gives you the permission.
Once the door is opened, greet the guest by the hour of the day and say;
‘‘Good morning Sir/Ma’am (or mention the guest name if known) say;
‘’here’s your room service order.’’ then say: May I come in?”
Once inside the room, leave the door open unless the guests order you to
close it.
4. Ask where the guest wants the trays or trolley to be set up. “Where
would you like me to set-up your table sir/ma’am?”
‘’Shall I leave the food on the trolley (if in a trolley) or you want if
transferred to your table?”
5. After setting up the food on the table as requested, offer additional
service like setting up table, opening bottles, serving the food, etc.
“Shall I serve coffee/tea?’’
“Shall open the soft drinks for you?”
“Would you like me to open your curtain to brighten the room?’’
Noted: If the guest wants to eat later, leave the food on the heater (if
used). If not place it on the table.
BILL SETTLEMENT
1.Order taker or cashier (whoever is assigned) prepares the bill
to be carried by the room service waiter.
2. Waiter shall present the bill in a bill folder with figures faced
down saying: May I present the bill?’’
3. For cash payment, immediately count the cash payment in
view of the guest and the announce the amount received,’’ I
received P1000.
4. If the money received is short of the payable amount, inform
the guest outright for him to settle before you leave.
If card is used for payment, also announce what card is received.
“I received Citibank master card.’’
5. Thank the guest upon receiving payment and wish him a
pleasant meal. “Thank you very much. Enjoy your meal and
have a nice day.’’
6. Don’t forget to ask the guest to sign to acknowledge receipt of
order. “May I request for your signature mam/sir?’’
7. Ask the guest if there is anything else you can do for him/her.
“Is there anything else I can do for you?’’
8. Before leaving the room, make sure the heater (if used) is put
off as this can cause fire.
9. Ask the guest when he wants soiled dishes to be cleared. “Sir/
Madam, when do you want me to come back to clear the soil
dishes?’’
“When you are ready please call us and dial_______’’
10. Leave the room gracefully while silently closing the door.
11. Fill up the Errand Card/Control sheet (whichever is used) after
the order is delivered.
SERVING ORDERS FROM DOOR KNOCB MENUS
1.Door knob menus are placed inside the guestrooms by room
attendants.
2. After filling up the door knob menu, the guest will hang it in his
door knob to be picked up by the room service waiter during the
graveyard shift.
3.Room service sets up a cut off time for the evening collection of
door knob orders.
Once collected, the orders are to be
collated and transferred from the door
knob to a docket and processed in the
same manner as those orders made via
the telephone.
4. Captain must counter check the room number with that
indicated in the door knob menu to prevent mistakes in the
delivery or orders.
5. Door knob orders are endorsed to the kitchen for the
preparation.
6. The cashier or order taker prepares the bill to be attached to
the tray or trolley during the delivery.
7. Captain should closely monitor the service time and see to it
that delivery of order is done on the time requested.
DELIVERY AND SERVICE OF VIP AMENITIES
Room service waiters may also
be requested by Front Office to
deliver special amenities to special
guests, usually labeled as VIPs
(very important person) or VVIPs
(very, very important person).
For this purpose, the following procedures shall apply:
1. Secure a request slip from the front desk.
Endorse the request to the kitchen or whoever will prepare it.
3. Pick up the requested order.
4. For fruit basket or platter, set up the tray and take the
assigned basket or platter to be placed in the room.
5. Have the item delivered to the room, following same
procedure as in delivering food order.
6. After delivery, inform the duty supervisor and the front
desk of mission accomplished.
CLEARING PROCEDURES
1. The waiter who serve the food order is required to clear soil
dishes trays.
2. Upon pick up, busboy or waiter must check whether all
equipment indicated in the control sheet have picked up.
3. The waiter or busboy who is assigned to pick up trays/
trolley should also check the pantry area and corridors for un-
cleared items and have them picked up.
4. All collected trays area to be brought to the dishwashing
area.
5. Leftovers are placed in their designated containers.
6. Glasses are placed on divider racks.
7. Soiled linen are also segregated according to kind and
bundled, then brought to the linen box of the Room Service
unit.
8. For Clearing a trolley, cover soiled dishes with the table
cloth.
9. The accomplished control sheet is sent to the duty
supervisor or captain who will in turn double check
completeness of equipment written on the control slip and also
to take efforts to retrieve missing items.
10. For breakfast service, wherein the guest does not call for
cleaning, the removal is to be performed systematically 45
minutes after the serving time.
THANK YOU AND
GODBLESS!
GROUP OF
MAY-ANN DAYAG
DEXTER GUITERING