PROVIDE ROOM SERVICE D 1 HBS CL 5

PROVIDE ROOM SERVICE D 1. HBS. CL 5. 13 Slide 1

Subject Elements 1. Take and process room service orders 2. Prepare for room service 3. Prepare for room service 4. Present room service accounts 5. Clear room service 6. Maintain readiness of room service Slide 2

Assessment for this unit may include: � Oral questions � Written questions � Work projects � Observation of practical skills � Practical exercises Slide 3

Element 1: Take and process room service orders Slide 4

Room Service Definition � The provision of food and beverage service in a guest room or suite � Other names - In-room dining, in-suite dining Slide 5

Room Service � The problems of running a room service section � Why do Hotels offer room service? Slide 6

Organisational Chart Food & Beverage Manager Room Service Manager Shift Supervisors or Captains Service Staff, Waiters & Chefs Minibar restockers Orders received Night Shift service Waiters & Chef Slide 7

Room Service Staff Skills of the room service staff: � Discretion � Diplomacy � Honesty � Perception � Ability to communicate � Local knowledge � Skills Slide 8

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 Slide 9

Taking Orders and Recording them How a guest orders room service: � Written � Phone � Computer system Slide 10

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 Slide 11

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 Slide 12

Recording the order � Enter the order into the Hotel’s system § Accuracy § Information needed Slide 13

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 Slide 14

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 Slide 15

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 Slide 16

Element 2: Prepare for room service Slide 17

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 Slide 18

Prepare room service equipment � Tray covers � Cutlery � Crockery � Glassware � Beverage service pots etc � Room Service Trolley Distribution system for multi – tray trolleys Slide 19

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 Slide 20

Preparation and setup When checking equipment for Room Service, check that it is not: � Damaged � Unclean � Unsafe Slide 21

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 Slide 22

Element 3: Provide room service Slide 23

Delivery of the order When positioning items on the tray: � Weight � Height � Balance � Overcrowding � Temperature � Consider the location of hot items Slide 24

Delivery of the order � Check delivery route � Timing � Care to preserve the appearance Slide 25

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 Slide 26

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 Slide 27

Position the tray or trolley � Set the order � Explain the Items to the guest � Confirm special requests � Equipment usage e. g. hot box Slide 28

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 Slide 29

Serve the order Beverage service: � Tall Bar � Open and pour wine � Hot Beverages Slide 30

Element 4: Present Room service accounts Slide 31

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 Slide 32

Room service accounts Presenting the room service account � Presenting the account � Asking the guest to sign and confirm � Payment options Slide 33

Process room service payment � Charge to Room account � Cash � Credit card or debit card � Vouchers Slide 34

Element 5: Clear Room Service Slide 35

Remove the trays � On request of guest � During floor check � Notification from other departments � Check all items are returned Slide 36

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 Slide 37

Ancillary duties Room Service interaction with other departments. � Housekeeping � Porter � Security � Maintenance Slide 38

Element 6: Maintain readiness of Room Service Slide 39

Maintain readiness of Room Service Cleaning Room Service Trolleys � Cleaning process for trolleys Hot Boxes � Storage of Trolleys � Maintenance of trolleys Slide 40

Maintain readiness of Room Service � Cleaning Crockery and Cutlery and all other items used in Room Service � Cleaning Procedure Slide 41

Maintain readiness of Room Service � Re stocking Items § § Equipment Stationery Linen Food and Beverage Items Slide 42

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 Slide 43