3 WELL-MANAGED ROOM SERVICE: Prompt & courteous response to callsCorrectly filled ordersEfficient & quick delivery of ordersTactful & courteous staff to deliverStaff adhere to safety rulesHot & cold f & b delivered at correct temperaturePrompt removal of trays & equipment
4 WHY DON’T WE LIKE ROOM SERVICE? We don’t make money & we have to have itLabor cost is high – always on the readyKitchen & production: not the main priorityTransporting food is a painRetrieving equipment is a painEquipment is expensiveTableware commonly disappears or goes missing for long periods of time
5 WHY? CONT’DCommunication problems with guests; language, misunderstandingOrder taking problemsNo up-selling possibleWithin-guest room service challengesWe might have to do it 24/7
6 ROOM SERVICE DEPARTMENT STAFFING: Room Service ManagerAssistant Room Service ManagerRoom Service Captain – in charge of order takers, attendants, buspersons; supervise suites; inventory; attend to VIP’sRoom Service Order Taker – guest contact personRoom Service Attendants – checks & delivers orders; station set-up;Buspersons – set up station in production area, assemble orders, pick up, clean equipment, set up suites, etc.
8 ROOMSERVICE PROCEDURES: Pre-Prep ProceduresTake the Order – manual/electronic; phone skills of order takerRoute the order to station for preparation; timingPrepare the order; timingDeliver the order in approximate sequence received; timing
9 TAKING THE ORDER: ALL STAFF SHOULD KNOW: Proper pronunciation of menu itemsMenu specials of daySignature/feature itemsMenu items in/out of seasonIngredients/methods of prepPricesAlcohol & other beverages that compliment items
12 DELIVERING THE ORDER HOW TO GET IT THERE: Transport on cart DumbwaitersDesignated elevatorsFlying kitchen – well equipped elevators moving between floorsService attendants assigned to a floor; carts are dropped and they deliverSERVICE PERSONNEL & TRAINING:Set up meal when it is delivered; tableside prep/serviceExplain procedures to retrieve itemsPresent guest check & secure paymentOpen & serve wineProvide “hospitality” attitude versus rushing back out the door
14 OTHER ROOM SERVICE DEPARTMENT DUTIES: Uncork & serve both sparkling & non-sparkling wineArrange & deliver special “amenities”Courtesy cards – placementSpecial “equipment” needed with a meal; tableware, napkins, etc.Welcome cardsDeliver bar set-upsVIP coffee serviceSet up Hospitality Suites for group business
15 ROOM SERVICE MENU OPTIONS Offer fewer items that cost more than dining room item counterpartOffer items from restaurant menu that will hold up in transport & deliveryFeature items not on standard menuUse dining room menu + other types of desired menu items; coffee shop menu
16 WHAT ABOUT THAT MENU? Readily available in room or video ordering (TV) Multiple languages if appropriateMenu design can influence purchasesTent cardsProvide breakfast menu with turn-down serviceDoornob menuPhone number easily identifiedHours: 24/7 or ???
19 EQUIPMENT Carts to transport Special heating/transport equipment for hot foodsSpecial cooling/transport equipment for cold foodsSanitation VIPLids, etc., for drinks/spillagePlacemats, tray “décor” (flowers)
22 FORECASTING & EMPLOYEE SCHEDULING - FACTORS Occupancy rates create a derived demand# of guests traveling with an expense account# of convention & business groups in-house# of guests who receive continental breakfast with room rate
23 WHICH FAMOUS HOTEL WAS FIRST TO OFFER ROOM SERVICE?