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COMPETENCY-BASED LEARNING

MATERIAL

Sector:

Tourism
(Hotel and Restaurant)

Qualification Title:

Food and Beverage Services (FBS) NC II


Unit of Competency:

Provide Room Services

Module Title:

Providing Room Services

Developed by:

DEO M. BELMONTE
August 26, 2014

HOW TO USE THIS COMPETENCY-BASED LEARNING


MATERIALS
Welcome to the module in Providing Room Service. This module
contains training materials and activities for you to perform and complete.
The unit of competency Provide Room Service contains knowledge,
skills and attitudes required for FOOD AND BEVERAGE SERVICES (FBS) NC
II.
You are required to go through a series of activities in order to complete
each learning outcome of the module. In each learning outcome are Information
Sheets, Self-Checks, Task Sheets and Job Sheets. Follow these activities on your
own. If you have questions, do not hesitate to ask your facilitator for assistance.
The goal of this course is the development of practical skills. To gain
these, you must learn basic concepts and technologies. For the most part, you
will get this information from the Information Sheets.
This module was prepared to help you achieve the required competency
in Providing Room Services.
This will be the source of information for you to acquire knowledge and
skills in this particular competency independently and at your own pace, with
minimum supervision or help from your instructor.
Remember to:

Work through all information and complete the activities in each section.

Read Information Sheets and complete the Self-Checks. Suggested


references are included to supplement the materials provided in this
module.

Perform the Task Sheets and Job Sheets until you are confident that
your outputs conform to the Performance Criteria Checklist that follows
the sheets.

FBS NC II - Providing Room Services

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Submit outputs of the Task Sheets and Job Sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall
serve as your portfolio during the Institutional Competency Evaluation.
When you feel confident that you have had sufficient practice, ask your
Trainer to evaluate you. The results of your assessment will be recorded
in your Progress Chart and/or Accomplishment Chart.

You must pass the Institutional Competency Evaluation for this


competency before moving to next competency. A Certificate of Achievement will
be awarded to you after passing the evaluation.
You need to complete this module before you can perform the module on
Developing and Updating Food and Beverage Knowledge.

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FOOD AND BEVERAGE SERVICES (FBS) NC II


COMPETENCY-BASED LEARNING MATERIALS
List of Competencies

No.

Unit of Competency

Module Title

Code

1.

Provide a Link Between


Kitchen and Service Areas

Providing a Link Between


Kitchen and Service
Areas

TRS512316

2.

Provide Food and Beverage


Services

Providing Food and


Beverage Services

TRS512317

3.

Provide Room Services

Providing Room
Services

TRS51231
8

4.

Develop and Update Food and


Beverage Knowledge

Developing and Updating


Food and Beverage
Knowledge

TRS512321

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MODULE CONTENT
Qualification Title
Unit of Competency
Module Title

: Food and Beverage Services (FBS) NC II


: Provide Room Services
: Providing Room Services

Introduction:
This module deals with the skills and knowledge required to
provide room service in commercial accommodation establishments.
This role is generally undertaken by food and beverage attendants in
large establishments but may also involve front office personnel and
kitchen staff.
Learning Outcomes:
Upon completion of this module, the trainee/ student must be able to:
1. Take and process room service orders
2. Set-up trays and trolleys
3. Present room service meals and beverages to guest
4. Present room service accounts
5. Clear room service area

Assessment Criteria:
1. Appropriate training facilities/resources are prepared based on the
session requirement.
2. Learning stations are prepared and set-up according to learning
activities.
3. Tools and equipments are prepared and set-up according to learning
activities.
4. Pre-assessment instruments are prepared in accordance with the
number of learners.
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5. Contents and procedures of pre-training assessment are explained


according to guidance.
6. Evidence is gathered using the assessment tools specified in the
evidence plan.
7. Evidences are evaluated and feedbacks are discussed based on the
results of the pre-training assessment.

LEARNING
OUTCOME #1

TAKE AND PROCESS ROOM SERVICE


ORDERS

CONTENT:
1. Taking Room Service Orders

ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.
6.

Answer telephone with proper telephone etiquettes


Check name of customer during interaction
Clarifies, repeat and checks details accurately
Uses selling techniques when appropriate
Advise clients of approximate time of delivery
Records service orders according to establishments standards
7. Promptly transfer orders in appropriate location for
preparation

CONDITIONS:
Student/ trainee must be provided with the following:
1. WORKPLACE LOCATION
2. TOOLS, ACCESSORIES AND SUPPLIES
Door Knob Menu
Telephone
Pen and Paper
3. TRAINING RESOURCES
Competency-Based Learning Materials
Audio/Video Materials
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ASSESSMENT METHOD:

Written Test
Performance Test

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LEARNING EXPERIENCES
Learning Outcome No. 1
TAKE AND PROCESS ROOM SERVICE ORDERS
Learning Activities
Read Information Sheet 3.1-1 on
Room Service Orders

Special Instructions
Read and understand the Information
Sheet and check yourself by answering
the Self-Check 3.1-1 on Taking Room
Service Orders. You must answer all
questions correctly before proceeding
to the next activity.
Do not hesitate to ask your trainer
about the use of this module.

Answer Self Check 3.1-1 on Room


Service Orders

View film on How to Take Room


Service Orders

Observe the telephone courtesies and


other necessary information presented
in the film.
You may browse the internet for
additional information on different
room service standards per
institution, procedures in taking
orders, selling techniques, verifying
procedures, telephone
courtesy/manners, etc.
After performing the Job sheet,
evaluate your own performance using
the Performance Criteria Checklist.
Make the necessary corrections or
improvements.

Perform Job Sheet 3.1-1 on Take


Room Service Orders

FBS NC II - Providing Room Services

Present your work to your trainer for


final evaluation and recording.
Upon completion of these activities,
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you may proceed to the next LO on


Set-up Trays and Trolleys.

INFORMATION SHEET 3.1-1


Room Service Orders
Learning Objectives:
After reading this INFORMATION SHEET, you must be able to:
1. Define room service
2. Differentiate room service menu from door knob menu
3. Enumerate and explain the steps in taking room service orders
through telephone
4. Interpret door knob menu

In Provide Food and Beverage Services, you learned how to set-up tables
and prepare dining/restaurant area for service. You also learned how to
welcome customers, take and process orders, serve and clear food and drinks,
and close down restaurant/dining area. In this module, you will learn the skills
and knowledge required to provide room service in commercial accommodation
establishments.
ROOM SERVICE
The room service unit is tasked to attend to the delivery of food and
beverage orders to guest rooms. In big hotels, room service operates as a
separate unit, headed by a room service supervisor assisted by a captain
waiter. In small hotels, the usual practice is to incorporate room service as part
of the coffee shop operations. The coffee shop personnel are also authorized to
perform room services.
Room Service Menus

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Room service menus, consisting of a la carte items are posted right in


each guestroom as reference for guests in making a selection. Orders are
usually made through the telephone and received by designated order taker.
Steps in Taking Room Service Orders Made through Telephone
Steps

Procedures

Rationale/Other
Information

1. Lift the receiver of the


telephone on the first
ring if possible or within
the first three (3) rings.
Check the name of the
guest and the room
number during the
interaction.

The mouthpiece should


be at least inch from
the mouth.

Courteous greetings said


with a smiling voice will
certainly make a good
impression.

Identify room service


and greet the caller as
you say:
Room Service, good
______. This is _________
speaking. May I know
your name and your
room number
sir/madam?

2. Take the order and


write it down in an order
slip
(triplicate copies; one
copy of the order slip
goes to the kitchen, one
for the cashier and the
last one is for the waiter)

Write down and clarify


orders as you hear them.
Ask the number of
orders and the guests
preferences regarding
the manner of
preparation, salad
dressing, etc.
For eggs, whether boiled,
poached, scrambled, etc.

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This is important to
ensure that the guests
preferences and
requirements are
followed in the
preparation. Thus,
complaints can be
avoided.
Get other serving
instructions like
additional butter, plates,

Whether breads should


be served toasted or
plain.

etc.
Be a good salesman.
Make appropriate
suggestions.

If the guest is undecided,


suggest menu specialties Offer the appropriate
or chefs daily specials.
drinks or wine that best
complement the meal.
Before closing, say Will
that be all sir/madam?
If the items or one of the
items is out of stock,
inform the guest
immediately and suggest
an appropriate
substitute.

3. Repeat the order.


Clarify the order as you
hear them.

Mention the order


quantity and manner of
preparation.
May I repeat your order
sir/madam? Youll have:
2 orders of cornflakes
cereals with cold milk
2 scrambled egg with
bacon
2 pancakes with
buttermilk
2 freshly squeezed
orange juice
2 orders of brewed coffee
Did I get your order right
sir/madam? Your order
will be delivered in 15
minutes. Thank you!

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Repeating the orders


helps to prevent errors
that can be sources of
complaints.
Advise the guest of
approximate time of
delivery.

4. Place the order to the


kitchen.

Give the copy of the


order slip to the food
checker and another one
for billing purposes.

Door Knob Menus


Many hotels make use of door knob menus for breakfast orders. Said
menu is also provided in each room and the guests fill it out with their order,
indicating the exact time they want their order to be delivered. Then they hang
it on the door knob to be picked up by room service waiters in the evening or at
about 3:00 AM. The order is then endorsed to the kitchen and prepared in
advance. It is delivered on the exact time indicated in the order form. Thus the
guests are spared from waiting for their orders especially when they are
scheduled to leave early in the morning.

Mayumi

Inn, Bar and Restaurant


DOOR
KNOBinside
MENUthe guestrooms by room
1. Door knob menus are
placed

2.
3.

4.
5.
6.

attendants.
After filing out the door knob menu, guests will hang it in his door
knob to be picked up by the room service waiter.
Captain waiter must counter check the room number with that
indicated in the door knob menus to prevent mistakes in the
delivery of orders.
Collected door knob menus are to be endorsed to captain waiters
or order takers for the recording and preparation of receipts.
Room
No. _____orders are endorsed to the waiters for the mis-enDoor knob
menu
No. of Persons: _____
Guests Name:
place preparation.
___________________________________________________________
Captain waiters should closely monitor the service time and see to
Time of Delivery: _________________
it that the delivery of orders is done on the time requested,
especially for the doorBREAKFAST
knob menu
ORDER orders.
_____ Continental Breakfast ---------------------------------- P170.00
_____ American Breakfast ------------------------------------ P200.00
_____ Filipino Breakfast ---------------------------------------- P150.00
_____ Pancake --------------------------------------------------------P150.00
_____Buttermilk ______ Blueberry
_____ Eggs --------------------------------------------------------------P100.00
_____ Omelet
_____ Boiled
_____ Poached
_____Beverages ------------------------------------------------------P100.00
_____ Brewed Coffee
_____ Decaffeinated
_____ Iced Tea
_____ Fresh Milk
_____ Soda
Room Services
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Sample Door Knob Menu

FBS NC II - Providing

>>>>>>>>>>>>>PLEASE HANG THIS CARD ON YOUR


DOORKNOB TO BE COLLECTED AT 3:00 AM.<<<<<<<<

Interpreting Door Knob Menu


After collecting the door knob menu by the room service waiters, review
and write all order in an order slip in triplicate copies.

Mayumi

Inn, Bar and Restaurant

Do not forget to write the date, guests name, room number and number
ORDER SLIP FORM
of persons, service time and dishes ordered together with the quantity and
Order Slip No. 005
themes of desired preparations.
Date
: August 25, 2014
Room No.
: 308
Guests Name
: Loreto
Chavez
Jr.
Sample
Order
Slip
Service Time
: 6:30 AM

Quantity
2

FBS NC II - Providing Room Services


2
2

Form

Items
Pancakes with
Page 13 Blueberry
Egg Omelet
Brewed Coffee

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SELF CHECK 3.1-1


Directions: Select the correct answers from the choices listed below each item.
Write the letter of your choice in your answer sheet.
1.

It is the unit of a commercial accommodation establishment that is


tasked to attend to the delivery of food and beverage orders to guest
rooms.
A. Kitchen
B. Front Desk
C. Room Service Unit
D. Housekeeping Unit

2.

If room service menus consist of a la carte items are posted right in each
guestroom and orders are made through telephone, where should the
door knob menus be placed after filling it out by the guest?
A. Trolley
B. Window
C. Door Knob
D. Coffee Table

3.

What are the correct steps involved in taking room service orders
through telephone?
A. Answering the telephone; checking the name of the guest and the
room number; taking the order; repeating the order and placing
the order to the kitchen.
B. Answering the telephone; checking the name of the guest and the
room number; taking the order; repeating the order and placing
the order to the information desk.
C. Answering the questions; checking the answers of the guest and
the room number; taking the order; repeating the order and
placing the order to the kitchen.
D. Placing the order to the kitchen; checking the name of the guest
and the room number; Taking the order; repeating the order and
answering the telephone on the first ring if possible.

4.

What is the reason behind repeating the orders to the guests?


A. To be a good salesman
B. To make a good impression

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C. To provide the kitchen, the cashier and the waiter their own copy
D. To clarify the guests order and prevent errors that can be sources
of complaints

5.

What are the important details that should be indicated in the order slip
when interpreting door knob menu?
A. Date, guests name, number of persons and room number
B. Quantity and themes of desired preparations
C. Service time and dishes ordered
D. All of the above

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ANSWER KEY 3.1-1


1.
2.
3.
4.
5.

C
C
A
D
D

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JOB SHEET 3.1-1

Title:

Take Room Service Orders

Performance Objective:
Given the needed materials and a partner, you should be able to take
room service orders according to establishments standards.

Time Allotment: 2 hours

Supplies/Materials:
CBLM
Telephone
Room Service Menu
Pen and paper

Steps:
1. Work on a script following the steps in taking room service orders,
2. Rehearse the script that you created.
3. If you feel that you are confident enough, call the attention of your
trainer for your demonstration.
4. Switch your roles after and demonstrate again.

Assessment Method:
Demonstration using Performance Criteria Checklist

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Performance Criteria Checklist 3.1-1

Criteria
Did you . . .
Answer the telephone with proper telephone etiquettes?

Check the name of the customer during interaction?

Clarify, repeat and check the details accurately?

Use selling techniques when appropriate?

Advise the clients of approximate time of delivery?

Record the service orders according to establishments


standards?

Promptly transfer the orders in appropriate location for


preparation?

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Yes

No