1. PROVIDE ROOM SERVICE D1.HBS.CL5.13
Trainer welcomes trainees to class and informs them the topic of the unit is “Provide Room Service”.

2. Subject Elements Take and process room service orders
Prepare for room service
Present room service accounts
Clear room service
Maintain readiness of room service
Trainer introduces how the sessions will run including Training manual.

3. Assessment Assessment for this unit may include: Oral questions
Written questions
Work projects
Observation of practical skills
Practical exercises
Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required.
Trainer indicates the methods of assessment that will be applied to them for this Unit.

4. Element 1: Take and process room service orders
Trainer advises students this element identifies how to take and process room service orders.

5. Room Service Definition
The provision of food and beverage service in a guest room or suite
Other names - In-room dining, in-suite dining
What is Room Service?
Class discussion what experience have students had as either staff or guests or have they only seen it on you tube or in movies?
Definition
The provision of food and beverage service in a guest room or suite
Other names - In- room dining, in suite dining
Identify the different establishments and how room service operates
In Hotels or resorts its full restaurant service in the guests room or other location .
Used in Cruise ships stewards or Cabin attendants serve meals and snacks to guests
Aircraft, first class cabin stewards serve and sometimes cook for their passengers.
Clubs, sporting and private clubs even if they don’t offer accommodation still have Room Service to serve in the various locations.
Hospitals, many hospitals especially maternity hospitals use a room service structure to serve meals, the patient can order and time the meal to best meet their needs .
class activity:- use the internet to look for examples of all these.

6. Room Service The problems of running a room service section
Why do Hotels offer room service?
Problems with Room service:-
High cost of upkeep equipment and crockery and cutlery.
Labour intense it takes room service staff longer to deliver and serve than restaurant staff.
Guest Mini bar bills unpaid and the Perishability of pre-packaged food
Why do Hotels offer room service to Guests?
To offer a service to clients
To increase / maintain reputation such as star rating to be maintained.
As an alternative to public dinning offering Privacy for clients
Clients expect it in luxury accommodation , guests expect to see a Room Service menu even if they don’t use it

7. Organisational Chart Food & Beverage Manager Room Service Manager
Shift Supervisors or Captains
Jobs
Preparing the service area
Setting up food and beverage items for the specific meal period e.g. jams, butter, juices, cereals etc for breakfast.
Prepare equipment for use, such as toasters, hot boxes, coffee machines etc. Also check trays, trolleys, cutlery, crockery etc.
Taking and recording of room service orders
Record orders accurately on manual and computerised systems.
Preparing trays and trolleys
Set up for specific orders
Tray/trolley must have all the items a table would
Delivery of trays and trolleys
Correct procedure, positioning the tray explaining how hot boxes etc. work to guests
Provision of food and beverage in the guest room
Service at the standard of the restaurant, “mini restaurant” in a bedroom
Processing the account
Correct procedure, signature asked for room number and guest name confirmed.
Cleaning the room service area
Trays, trolleys, benches and equipment wiped down. Check dry storage area and workbenches. Follow cleaning instructions
Overview of jobs and organisational chart
Morning Shift
Breakfast set up
Deliver newspapers
Collect trays etc
Clean area
Equipment check and clean
Day Shift
Food and Beverage Service as needed
Mini Bar refills
Room service Stock checks
Clean area detail clean of trolleys, large equipment.
Check special requests and amenities deliveries, VIP set ups & trace reports
Evening Shift Dinner and Overnight.
Evening Service of Meals and Snacks.
Late arrivals
Turn down amenities
Collect / collate Door Knob Menus
Start Breakfast set up
Prep area for breakfast service
Minibar
restockers
Orders received
Night Shift service
Waiters &
Chef
Service Staff,
Waiters & Chefs

8. Room Service Staff Skills of the room service staff: Discretion
Diplomacy
Honesty
Perception
Ability to communicate
Local knowledge
Skills
Attributes of a room service attendant.
Apart from waiting skills, room service staff need other skills
Discretion
Room entry, the private sphere of the Hotel guest
Do not talk about what you see and hear
Diplomacy
Shock proof. Discuss some of the situations
Guest wants coffee served in the bath
Guest is naked or just out of the shower
Common sense and politeness and tact
Ignore the guest’s situation or attire and behave as if it was normal
Honesty
As with housekeeping respect for guest possessions
Perception
Irregularities should be reported to a supervisor
Example - Guns or drugs visible in a guest room.
Ability to communicate
Customer relations.
Local knowledge
As with a porter guests may ask for suggestions for sightseeing or tours or ask for direction to a specific location
Skills
Waiting skills needed. Tray carrying, silver service, cooking, wine and beverage skills. These should be equal to a Restaurant waiter
Ability to make the bedroom a dinning room

9. Types of room service available
24 hour room service
Breakfast only
“Do it yourself” Breakfast
Tea and Coffee making facilities
Meal period service only
A limited service, ordered through the Restaurant
Mini Bar
What kinds of Room service are there?
Each type can be linked to a star rating or style of venue
24 hour room service, full room service department with a menu which covers 24 hours. Sometimes its own kitchen and chef. The menu is divide into time zones not meal times often found in 4 star or above
Breakfast only ordered via doorknob menu, or at the front desk the night before or phoning direct. This may be supplied by an out-source kitchen. Found in some 4 star but usually linked to 3 star
“Do it yourself” Breakfast, the venue provides food items such as milk, juice, breads, eggs , bacon etc. and the equipment, toaster, fry pan, or microwave etc. and the guest cooks for themselves, this is common in all suites hotels or apartment rooms which may be 5 star but offer alternatives for long stay guests.
Tea and Coffee making facilities provided so the guest can create and serve themselves This is usually 2 star or below and may be in the guest room or available in a common recreational area.
Meal period service only, when the venue has a waiter from the restaurant allocated to room service and they take the orders , room service guests can choose from a limited restaurant menu. The limited service, ordered through the Restaurant is also available to apartment blocks or time share. Usually applies to some 3 star or below establishments.
Mini Bar is the provision of a selection of miniature beverages and snacks such as chocolate or crisps. The Mini bars are an additional service offered by many venues. The guests expect them in most instances (especially five star venues). Some guests place importance on the existence of a mini bar and therefore it is worth the venues efforts to keep one in each room. However, many small venues, particularly those other than five stars, are removing mini bars from the rooms. Often, the cost of maintaining a mini bar outweighs the value (of keeping it) in terms of guest’s service.
Class discussion – the difference between a mini bar and a tall bar and electronic bar and the honour system.
Check the Ving card company or other electronic key companies for YouTube footage.

10. Taking Orders and Recording them
How a guest orders room service:
Written
Phone
Computer system
Written.
e.g. doorknob or order slip filled in at reception desk.
Phone.
a guest may phone a breakfast order, not always convenient when staff are busy with pre ordered door knob menus
a phone order is either written onto an order form or keyed into a computer system
Some hotels have direct dialling ordering. Guests ring a voice mail type connection and either key in their order or leave a message that is connected to a computer system
In other establishments a call centre acts as the order taker and transfers the order to a computer system
 Computer system.
Electronic order from the internal information site or in-house channel on the guests TV
The Hotels Intranet can take orders and the guest can connect directly to place an order.
Answering the Phone before the third ring
Checking guests name, is the guest the registered guest do they have permission to place the order. Check the room number and the number of serves
Emphasise up sell and voice descriptions, words can make it sound eatable BUT do not misrepresent the kitchen.
e.g. ‘yes Madam that is served with oven fresh bread rolls and creamy butter’ or ‘ our fish of the day is fresh whiting gently pan-fried with lemon juice and fresh herbs and served with a crunchy selection of Asian steamed vegetables or a crisp green salad’
Remember the customer cannot see you as they can at the table of a Restaurant
Discuss other information needed e.g. Time, room number or account name, delivery instructions ‘ door is open guest on O/S phone call’ or ‘ set up on balcony ‘ guest may not be in room but by the pool or in the lobby etc.
always answer the telephone promptly on the 2nd or 3rd ring
Identify yourself and the department.
always be courteous
always answer the telephone in accordance with establishment policies
always be happy to help
always use the standard greeting, being consistent with other colleagues and in line with establishment procedures
try to smile when speaking, as a smile can be heard in the voice

11. Selling
Increased sales can be achieved through the use of selling techniques
Suggestive selling [food knowledge] promote specials, suggest extras such as salads or desserts
Selling techniques that can be used over the telephone are essentially the same for any sales situation, including:
Up selling - A selling technique starting at the lowest priced product or service in a range and progressively moving up the price and quality levels until the guest chooses the level (of price and quality) of product or service that meets their perceived value.
Down selling A selling technique starting at the highest priced product or service in a range and progressively moving down the price and quality levels until the guest chooses the level (of price and quality) of product or service that meets their perceived value.
Cross selling This selling technique requires you to suggest additional products and services from other departments, the guest may like to purchase in addition to the main purchase and that compliments the original purchase.
Suggestive selling The technique of selling products and services by suggesting alternatives and describing features that creates desire in the guests mind.
Why do you think it is important to recognise and take promotional opportunities?
It is important to recognise and take promotional opportunities not only because it is the role but also because it is providing a service to the guest.
How is this helping the guest?
It is helping the guest because it provides the guest with a better basis on which to make their buying decisions. Until you suggest a particular service or item, a guest is not likely to know of its availability or specific benefits to them. Students need to have a comprehensive knowledge of all items of food and beverage and the possibilities of variations.
A dish description (for phone use)
Does it have ingredients not obvious by its name?
Are there any strong flavours?
Is it spicy or hot?
Can it be categorized as Vegetarian, Diabetic, Low Fat or Celiac?
Extra information the person taking the order will need Sauces or accompaniments.
What set up is required; cutlery, crockery and utensils are needed?

12. Confirming the order Check the name and room number are correct
Clarify details, the number of serves, where is service taking place, what the order is and what equipment is needed
Advise guests on dietary needs, if food items have peanuts or meat stock or other items which may cause allergies
Confirm timing and delivery instructions
Because many room service orders are placed over the phone, there is no actual face-to-face interaction, and there is thus the ever-present likelihood of confusion, misunderstanding and mistake.
In some cases the guest may be tired and emotional and this may affect their speech.
In other cases the guest may not be from an English-speaking country and they may have basic language challenges.
The delivery of meals/beverages that are not as ordered (or as intended to be ordered) will cause delay: when the wrong thing is delivered to the guest room and has to be returned and the order re-done. It will also cause negative PR.
In addition, there is the loss of profit caused by supplying the wrong dish and having to discard it.
When taking a room service order you must never be afraid TO ASK QUESTIONS: these questions will help to clarify orders, special requests and delivery requirements.

13. Recording the order Enter the order into the Hotel’s system Accuracy
Information needed
Many hospitality establishments operate an electronic room service order-taking system where information is fed into a cash register and a docket is then printed up: at the same time the order is electronically transferred to/printed out in the kitchen.
Other establishments will use a manual system. This generally involves a docket being written up by hand and then transferred to the kitchen in the same way as a manual food order docket is processed from the dining room/restaurant.
Answering the Phone
Checking guests name & Room Number
Clarify details, location? In room, by the pool or in the lobby? For how many? Time?
Suggestive selling, specials? Descriptions in words to create a picture of the item in the guests mind.
Advise guests, possible allergies e.g. has peanuts or meat stock if a vegetarian.
Describe the taste; Hot, spicy, thick, liquid, etc.
Timing: how long will it take?

14. An Order form should have
Date/Docket Number
Name/Room number
Time of order
Time of delivery
Location of delivery
Special Requests
What was ordered
Any extras special requirements
Who took the order
Order form to include:
Date /Docket Number
Name/Room number
Time of order
Time of delivery
Location of delivery
Special Requests
What was ordered
Any extras special requirements
Who took the order.
Students can observe samples of room service order forms or create them
Using a sample menu students can role play and take orders from each other

15. Pre orders
Door Knob menus are designed for the guest to complete and also include ancillary needs as well as time and location
Door Knob menus need to be collected and collated
Door Knob Menus are designed for the guest to complete and also include; time, name, room number & sometimes newspaper needs. There is generally a cut off time for the evening collection of door knob dockets
Guests are encouraged to pre order breakfast, the busiest time for room service.
How are doorknob Menus collected ?
Once collected, the order should be transferred from the door knob docket and processed as if the order had come via the telephone.
Door knob dockets are stored in order of delivery request time, from the earliest to the latest, grouping them also by location and then divided into groups, for example Continental or fully cooked.
The docket should then be transferred to the appropriate location for preparation, which may take place the following morning if the docket was checked and processed the evening before.
Once taken, the orders should be immediately transferred manually or electronically to the appropriate locations: this location may be the bottle shop, a bar, a servery/dispense area, the kitchen, the pizza café, the still room or a retail outlet within the complex.
If the order is to be made up straightaway and delivered to the room within the required time (or the shortest possible time), then it should be taken directly to the location for preparation.
The room service attendant must check this area for orders at the beginning on any room service shift.
However, if the order is to be prepared during another shift, such as a breakfast order being logged the night before, then the order will be transferred to the order holding area.
Class activity can include some mock door knob menus and students can collate the details.
Kitchen
Main Kitchen – hot items main courses, hot snacks and entrees
Cold larder – cold appetizers and entrees, salads and sandwiches, cheese board or fruit basket.
Dessert- sweet items, cakes, confectionary items
Bakery. Breads, bread rolls, sweet pastries and fruits.
Wine store, wines and bottled drinks
Bar- dispensed drinks and soft drinks. May include hot beverages
Room service dry store – all dry foods, portion items and condiments
Equipment store – all small equipment such as toaster, coffee maker, pizza oven etc.
Ancillary store – all the paper goods and bud vases, flowers, marketing tent cards etc.

16. Order distribution
Distribute the order to the service areas for preparation
Kitchen
Main Kitchen
Cold larder
Dessert
Bakery
Wine store
Bar
Room service dry store
Equipment store
Ancillary store
Once taken, the orders should be immediately transferred manually or electronically to the appropriate locations: this location may be the bottle shop, a bar, a servery/dispense area, the kitchen, the pizza café, the still room or a retail outlet within the complex.
If the order is to be made up straightaway and delivered to the room within the required time (or the shortest possible time), then it should be taken directly to the location for preparation.
However, if the order is to be prepared during another shift, such as a breakfast order being logged the night before, then the order will be transferred to the order holding area.
The room service attendant must check this area for orders at the beginning on any room service shift.
Class activity can include some mock door knob menus and students can collate the details.
Kitchen
Main Kitchen – hot items main courses, hot snacks and entrees
Cold larder – cold appetizers and entrees, salads and sandwiches, cheese board or fruit basket.
Dessert- sweet items, cakes, confectionary items
Bakery. Breads, bread rolls, sweet pastries and fruits.
Wine store, wines and bottled drinks
Bar- dispensed drinks and soft drinks. May include hot beverages
Room service dry store – all dry foods, portion items and condiments
Equipment store – all small equipment such as toaster, coffee maker, pizza oven etc.
Ancillary store – all the paper goods and bud vases, flowers, marketing tent cards etc.

17. Element 2: Prepare for room service
Trainer advises students this element identifies how to prepare for room service.

18. Prepare for room service
For the room service area to function successfully, the area must be set up and equipped with the necessary food and beverage items
Portion Pack items
Food
Beverage
Loose stores, coffee beans, bread rolls
Dairy items
For the room service area to function successfully, the area must be set up and equipped with the necessary food and beverage items.
Portion pack items are used to save wastage and costs. Some of those items may include:
• jams and breakfast spreads
• dairy products – butter, milk and cream
• sauces
• boxed cereals
• cold fruits
• salt and pepper sachets or in bulk
• coffee and tea sachets
• sliced bread & bread rolls
• packaged sweet or dry biscuits
• alcoholic and non-alcoholic beverages – wine, beer, juices, coffee and tea.
In order to be effective in room service you should spend some time familiarising yourself with the items that are available, and how they are packed and presented.
Some items are specifically bought-in for room service use, and the use of portion-control packs/units (known as PCs), is usual.
Check with colleagues or management to find out where replacement stocks are kept, and if it part of your job to re-order stock: if you are responsible for re-ordering – find out how it’s done.
In addition, the exact nature of preparation done by room service staff will vary between properties: some establishments will require room service staff to provide basic food preparation, while others insist that kitchen staff do all the food preparation.

19. Prepare room service equipment
Tray covers
Cutlery
Crockery
Glassware
Beverage service pots etc
Room Service Trolley
Distribution system
for multi – tray
trolleys
Various pieces of equipment are used in the room service area and your role may require you to be involved in its preparation.
Some of those items may include:
• trolleys and hot boxes
• food trays
• tray covers – generally a linen cloth or paper cloth (non-slip type)
• cutlery – entrée and main knives and forks, soup and dessert spoons, teaspoons
• specialist cutlery – fish knife and fork, steak knife, etc.
• crockery – various plates, bowls and jugs
• glassware – for juices, water, beer, wine and champagne
• tea and coffee pots
hot water pots
• plate warmer/covers
• salt and pepper shakers
• bud vases
• bread baskets
• pen and order forms (always have two pens)
• ice buckets
• newspaper holders
• serviettes
• copies of menus and beverage listings
• toasters.
In addition, there may be items of fixed equipment in the still room that you will be required to prepare, such as espresso machines, hot water urns, toasters and coffee machines.
Demonstrate the equipment and how it is stored

20. Set up trays and trolleys
The equipment found on individual trays should match the needs of the particular order. Basic set up for dinner
vase
Butter
Bread
condiments
Ice Bucket
glass
The exact procedure to take when setting up trays can vary according to the type and extent of the order being prepared.
The equipment found on individual trays should, of course, exactly match the needs of the particular order: if a tray is delivered that is missing a certain item it is very embarrassing, highly inconvenient and takes quite a bit of time to rectify.
Trays can be set up for 4 to 6
Example of The dinner tray
• cutlery – knife, fork, soup spoon , teaspoon
• serviette
• side plate
• glasses for non-alcoholic and/or alcoholic beverages
• coffee or tea cup and saucer
• milk jug
• bud vase
• ice bucket
• salt and pepper.
With actual food service items students to set up trays and /or trolleys in standard settings.
The breakfast tray
• cutlery – knife, fork, dessert spoon, teaspoon
• bowl
• juice or milk glass
• bread basket
• newspaper holder
Note: Breakfasts are commonly selected from one of 3 types – Continental, American or full à la carte – and the type of breakfast chosen by the guest has a major effect on how the tray is set.
A Continental breakfast is a small, light breakfast usually comprising croissants, Danish pastries, butter and jam, tea and coffee, and perhaps fruit juice.

21. Preparation and setup
When checking equipment for Room Service, check that it is not:
Damaged
Unclean
Unsafe
When selecting service equipment for room service you must always be on the look out for equipment that is:
• damaged
• unclean
• Unsafe.
If a piece of equipment falls into one of the three categories above, it should be removed from the service area immediately.
The next step to take will depend on the actual problem, and house policy.
Examples of what to do in some situations:
If a piece of crockery was found to be chipped or cracked it should be wrapped up in newspaper and disposed of.
If a piece of glassware was found to be dirty, it should be returned to the bar for cleaning.
If a toaster was found to have a frayed cord, it should be immediately removed from service

22. Collecting the food and beverage order
Check the item against the guests order
Hot food in a heated container
Cold food in a cold container
Check any special requests
Visual check
Check the items on the tray against the order that has been put in. This can be advisable as the person who serves the order may not be one the guest spoke to. Detailed checking against the full order can prevent confusion over the order or avoid disputes.
It is unlikely that a deliberate error has been made, but human error can occur, and it is too late to realise this mistake when you are upstairs and in the guest’s room.
Much of the food plated for room service will have a cover over it and it is part of your job to remove that cover and visually check the dish to ensure it is what was ordered.
In addition, your check should ensure:
• special requests have been complied with – if “no chilli” was part of the order, check to see it has been done
• vegetables have been served how ordered, and not sauced or salted
• that the bread rolls and the butter are there, remember room service has to provide the same standard as a restaurant.
• that all the courses are present
• that the dishes look presentable – no sauce/spatter marks on the plates, no cracked crockery
• that hot dishes are hot, cold dishes are cold, and frozen dishes are frozen
• that appropriate garnishes have been added or provided separately for addition on delivery.
Where there is any deviation from perfection – it must be quickly brought to the notice of the chef (or other person responsible) and rectified. Remember that the hot food is cooling down and the cold food heating up – so speed is critical given that it will take an additional couple of minutes to get it to the guest’s room: naturally you will have to be diplomatic when pointing out shortcomings with the dishes, but in establishments where room service is common, the kitchen staff should be aware of the nature of your problems and respond accordingly.

23. Element 3: Provide room service
Trainer advises students this element identifies how to provide for room service.

24. Delivery of the order When positioning items on the tray: Weight
Height
Balance
Overcrowding
Temperature
Consider the location of hot items
Trays and trolleys must also be set up so that they are:
• balanced
• safe
• attractive.
When stacking a room service tray you have to bear in mind that you – or someone else – will have to carry it, either up to the room or into the guest room.
This means that it must be balanced to avoid the likelihood of dropping it, or of its over-balancing: given that room service is a special service for most guests there is an expectation that we deliver it professionally, and spilling the contents of the tray all over the floor is not part of their expectations!
Safety in all aspects of the job is a necessity and the provision of room service is no exception: trays should be stacked and trolleys loaded so that no injury can be sustained by staff or guests.
Be on the look out for protruding items, and take special care with hot items – especially hot liquids – as well as sharp utensils and glassware.
It is often said that “eye appeal is buy appeal” and this definitely applies to room service. The tray presentation must be attractive – that is to say, it needs to be ordered, uncluttered, clean and professional looking.
Where you believe that there is too much on a tray, you should use a second tray.
The actual arrangement of food on the plate may be
the responsibility of the kitchen, but everything else is down to you – and remember that guests are paying a premium for room service so they expect a little bit extra for their money.
Add those little extras that make room service special – they will be specified by your establishment, but may include flowers/bud vase, doilies and napkins, a newspaper, and complimentary after-dinner mints or petit fours.
And finally, trays should be able to be carried in one hand if hand delivered individually, leaving the other hand free to push lift buttons, knockout doors, etc.

25. Delivery of the order Check delivery route Timing
Care to preserve the appearance
Check delivery route
Room service may have to share lifts and corridors with other departments care has to be taken top ensure smooth passage.
Timing
Take the quickest most efficient route
Care to preserve the appearance
Try not to bump or spill the items
Students should be able to practice carrying trays. Trays set up with liquid and plates with food or substitutes such as dried peas or rice

26. Entry into Guest room Knock and announce “Room Service”
Hotel policy will dictate actions if the guest doesn’t answer
Verbal contact with guest social dialogue
Before entry
Correct food and beverage
Cutlery, glassware and crockery
Ancillaries sweetener or tray card
Any special instructions
1]Knock & announce “Room Service”
Wait for an answer.
Try again
What actions to take if the guest does not answer ??
[Hotel policy will dictate actions]
2] Verbal contact with guest.
“Good *******Sir or Mr. Withers How are you today? May I leave your meal here?”

27. Entry into Guest room Position tray or trolley in normal place
There is usually a standard position in the room to place the tray but the guest may want it somewhere else
Re arrange furniture
Position tray/ trolley in normal place.
[do you leave the food on the tray or trolley or unpack it?]
There is usually a standard position in the room to place the tray but the guest may want it
somewhere else.
After being granted permission to enter the guest’s room, you may enter.
The guest should be thanked, and greeted politely: perhaps a comment about the weather would be appropriate given the circumstances and the nature of the person.
When entering a room it should be borne in mind that you are entering a room for which the guest is paying money - it is, in reality, their room.
Therefore you should do the job you came to do and nothing else.
Do not stare at anything you may see in the room – this includes people, items and paperwork.
Do not offer unsolicited comments on anything you may see, hear or be exposed to.
Deliver the tray, serve it, clear up (where necessary), and leave: keep yourself to yourself unless the guest wishes to engage you in conversation, ask questions or otherwise pass the time of day.
It goes without saying that your presence must be “appropriate” in all circumstances, as widely different as those circumstances are likely to be: essentially, you should aim to spend the minimum amount of time in the room, without being rude.
Re arrange furniture staff may need to move items to better accommodate the room service equipment

28. Position the tray or trolley
Set the order
Explain the Items to the guest
Confirm special requests
Equipment usage e.g. hot box
Having entered the room place the tray/s down, in consultation with the guest, asking the guest where they would prefer things put. All hotels or resort rooms will have a preferred place to position the tray a standard position, a coffee table or ledge or a place in the room which accommodates the trolley best.
Positioning will depend to a very great extent on the layout of the room, and the in-room furniture – remember that some rooms have balconies, and that some open out onto the pool or other leisure areas.
The guest may prefer the tray to be placed on the dining table, or on the office desk, or coffee table.
The room service attendant should place the tray in accordance with the guest’s requests, without showing any disapproving signs – after all, it is the guest who is paying!
Where a trolley is used, the guest should again be asked where they would prefer it to be positioned.
In many instances, the guest will reply along the lines, “Oh, just put it anywhere!” in which case you must be prepared to determine quickly where it should go, all other things considered.
If the guest has articles all over the table, perhaps the desk is the best option, and so on.
If there is a balcony complete with table and chairs - and the weather is fine – you could enquire as to whether that would be suitable.

29. Serve the order Food service: Maintain Restaurant standard
Assemble dishes, add garnishes
Explain where the tray is to be placed when the guest has finished with it
Room service food and beverages should be served with the same level of skill as food and beverage is served in the dining room and restaurant.
If you are required to set the table for the meal, you should do so in the same way as in the restaurant, and to the same standard: many room service staff believe that because their work is confined within a closed guest room,
All normal table setting items should be set – crockery, cutlery, salt and pepper, flowers, ice bucket, glasses, and napkins. Care should be taken to ensure the cleanliness of all items, and a final check given to the table to see that it is in balance, and has an overall appeal.
Hot Dishes with cold garnishes /adding salad dressing / carving smoked salmon
List of dishes and identify what and which ones would need assembly or carving
advise the guest on where to leave the used tray for collection. Some establishments prefer guests to ring room service, some prefer to have the tray/trolley left outside the room: in some cases room service will return and clear the room the next day.

30. Serve the order Beverage service: Tall Bar Open and pour wine
Hot Beverages
Room service staff may have to set up long bars and work dispensing mixed drinks and wine.
Room service of beverages should be served with the same level of skill as food and beverage is served in the bar or restaurant.
The sequencing of the drinks service should be the same as a restaurant meal.
Staff to open wine bottles and pour wine
Organise ice buckets or wine bottle coolers.
When staff leave they should check the guest can reach the wine to re-pour.
Room Service staff may need to serve hot beverages , such as tea or coffee, if they are in a pot or dispenser. With new technology espresso coffee may be brewed in the guests room or Butlers pantry. The service of hot beverages requires attention to detail with appropriate milk, sugar or sugar substitutes.

31. Element 4: Present Room service accounts
Trainer advises students this element identifies how to present room service accounts.

32. Room service accounts Method of payment Account documentation
Information included
Room number
Name
Account type
Delivery time /date
List of items plus cost
Total cost
Receipt of order and method of payment
Checking account documentation is usually done prior to delivering the tray/trolley.
It involves:
checking to ensure that only what is delivered is charged for
items that are advertised as being “free of charge” are not charged for
ensuring that any special deals that may apply via package deals have been factored in
checking that correct prices have been used
making sure that all “extras” that can ethically be charged for, have been included
ensuring the accuracy of all extensions and additions
Check how the guest will pay, charge to room account or pay on receipt and by cash or card
checking the room number and guest name are as recorded on your guest sheet
The use of a calculator for checking extensions and additions is recommended.
Account Docket/bill should include:
• Room Number
• Name
• Account type
• Delivery time /date
• List of items + cost
• Total cost
• Receipt of order and method of payment option
Show students some samples of cash register dockets or accounts

33. Room service accounts Presenting the room service account
Presenting the account
Asking the guest to sign and confirm
Payment options
Most room service deliveries will require a signature from the guest for the items delivered.
the room service docket is the only record the cashier has to validate that the charged amount has been paid.
The docket could be considered invalid if it does not have a signature
Etiquette of conversing with the guest, offering a pen asking for the signature
Payment option Charge to room
Cash payment on delivery
Credit card payment
Voucher payment or third party payment.

34. Process room service payment
Charge to Room account
Cash
Credit card or debit card
Vouchers
Payment option Charge to room
Enter amount onto guests room accounts
Cash payment on delivery,
Most room service deliveries will require a signature from the guest for the items delivered. Cash taken to cashier and a receipt and any change returned to the guest as promptly as possible.
Credit card payment
Take details of the card and process or staff may have a portable EFTPOS machine.
Voucher payment or third party payment.
Verify the vouchers date and entitlements.

35. Element 5: Clear Room Service
Trainer advises students this element identifies how to clear room service.

36. Remove the trays On request of guest During floor check
Notification from other departments
Check all items are returned
On request of guest- guests ring or message room service they have finished their meal.
During floor check – room service staff walk the corridors to systematically collect trays and trolleys left outside guest rooms.
Notification from other departments- housekeeping, porters, security or maintenance even management staff may communicate the need to collect trays and trolleys.
Check all items are returned- check all items delivered are collected.
Once the trays and trolleys have been collected from the rooms and floors, they need to be returned to the room service area for dismantling and cleaning.

37. Clear room service Return trays, trolleys and service items
Unpacking the used items
Remove disposable rubbish
Distribute items to cleaning stations
Store trays and trolleys
Sometimes speed is essential, especially where there is a heavy demand on limited resources.
House rules will vary between establishments, but the following is a guide:
• unload all trays from the trolley
• empty rubbish into bin
• check operational condition and safety of trolley
• clean and sanitise trolley
• store trolley, or forward to kitchen for immediate re-use
• unpack trays – it is usual to group activities/items in order to save time and walking:
• empty waste direct into rubbish bin – this includes all food returned on the trays without exception

38. Ancillary duties Room Service interaction with other departments.
Housekeeping
Porter
Security
Maintenance
Housekeeping- special food requests, minibar refills, advise on dirty trays or trolleys, dirty linen and clean linen supply.
Porter – mail or messages, newspapers, advise on dirty trays or trolleys.
Security -advise on dirty trays or trolleys, assist with payment.
Maintenance -advise on dirty trays or trolleys assist with guest requests, such as special equipment.

39. Element 6: Maintain readiness of Room Service
Trainer advises students this element identifies how to maintain readiness of room service.

40. Maintain readiness of Room Service
Cleaning Room Service Trolleys
Cleaning process for trolleys
Hot Boxes
Storage of Trolleys
Maintenance of trolleys
Cleaning trolleys
Removal of food dirt and scraps, equipment needed, detergents, cloths and brushes.
Different surfaces and analysis of any maintenance needs.
Storage of trolleys
When storing trolleys, Don’t store trolleys in walkways, doorways or passages.
Prevent damage by storing and cleaning the trolleys according to the manufacturer instructions.
Practical activity
Using a trolley demonstrate the process of cleaning and storing or collapsing trolleys ready for storage.

41. Maintain readiness of Room Service
Cleaning Crockery and Cutlery and all other items used in Room Service
Cleaning Procedure
Stack dirty/used crockery and cutlery together for future removal to dishwashing area, or unload directly to dishwasher trays or ready for hand washing.
Some items need to be soaked or polished.
• stack or group glassware for future removal to bar
• remove and replenish condiments – clean as required
• remove and store other items – bud vases, etc
• clean and sanitise trays
• store trays for next use.
• fill in maintenance report where any items require attention, and forward as appropriate.

42. Maintain readiness of Room Service
Re stocking Items
Equipment
Stationery
Linen
Food and Beverage Items
everything must have a place, and everything must be in its place: the nature of room service (sometimes 24 hours-a-day) means that this state of readiness has to be maintained at all times to cater to Guests requests.
This preparation involves re-stocking equipment, as well as food and beverage items, including:
• trays
• crockery, cutlery and glassware
• linen
• condiments, sugar, sugar substitutes, coffee crystals, tea bags, coffee sachets
• bud vases and other table items
• paper products
• portion control food items
• beverages
Linen and stationary items.

43. Conclusion
Room service is an important part of providing a guest with service of food and beverage in their accommodation suite and creating a special experience for a guest.
In this unit we have explored all the steps involved in:
Taking and processing room service orders
Preparing trays ,trolleys and basic food and beverage items for room service
The transport of trays and trolleys to guest rooms
How to process and present room service accounts
Procedures for clearing room services items and the extra duties that may occur in conjunction with clearing
How to maintain readiness in the room service area for service
Class Activity – Discussion
The Trainer may want to summarise the steps in the slide to end the formal training.