Professional Documents
Culture Documents
MATERIAL
Sector:
Tourism
(Hotel and Restaurant)
Qualification Title:
Module Title:
Developed by:
DEO M. BELMONTE
August 26, 2014
Work through all information and complete the activities in each section.
Perform the Task Sheets and Job Sheets until you are confident that
your outputs conform to the Performance Criteria Checklist that follows
the sheets.
Page 2
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.
Page 3
No.
Unit of Competency
Module Title
Code
1.
TRS512316
2.
TRS512317
3.
Providing Room
Services
TRS51231
8
4.
TRS512321
Page 4
MODULE CONTENT
Qualification Title
Unit of Competency
Module Title
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.
FBS NC II - Providing Room Services
Page 5
LEARNING
OUTCOME #1
CONTENT:
1. Taking Room Service Orders
ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.
6.
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
FBS NC II - Providing Room Services
Page 6
ASSESSMENT METHOD:
Written Test
Performance Test
Page 7
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.
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
Page 9
Procedures
Rationale/Other
Information
Page 10
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,
etc.
Be a good salesman.
Make appropriate
suggestions.
Page 11
Mayumi
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
Page 12
FBS NC II - Providing
Mayumi
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
Form
Items
Pancakes with
Page 13 Blueberry
Egg Omelet
Brewed Coffee
Page 14
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.
Page 15
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
Page 16
C
C
A
D
D
Page 17
Title:
Performance Objective:
Given the needed materials and a partner, you should be able to take
room service orders according to establishments standards.
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
Page 18
Page 19
Criteria
Did you . . .
Answer the telephone with proper telephone etiquettes?
Page 20
Yes
No