COMPETENCY BASED LEARNING MATERIAL

Sector

:TOURISM

Qualification Title

:FOOD AND BEVERAGE

SERVICES NC- II

Unit of Competency : PROVIDE ROOM SERVICE

Module Title

:PROVIDING ROOM SERVICE

KIWALAN NATIONAL HIGH SCHOOL

P-10, kiwalan, Iligan City

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HOW TO USE THIS COMPETENCY BASED LEARNING

MATERIALS

Welcome!

This unit of competency, Providing Room Service, is one of the

competencies of Provide Room Service, a course which comprises
the knowledge, skills and attitudes required for Food and Beverage
Services NC II it is one of the specialized modules at National
Certificate Level.
In this module, you are required to go to a series of learning
activities in order to complete each learning outcome of the module. In
each learning outcome are the Information Sheets, Self-Checks, Task,
Sheets and Job Sheets. Follow and perform these activities on your
own. If you have questions, do not hesitate to ask for assistance from
your trainer.
Remember to:
Read information sheets and complete the self- checks. Suggested
reference 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.
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When you feel confident that you have had sufficient practice ask your
trainer to assess.

You must pass the institutional Competency Evaluation for this

competency before moving to another competency. A certificate of
Achievement will be awarded to you after passing the evaluation.
Your achievement will be recorded in your Progress Chart and
accomplishment Chart.

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COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No.

Unit of

Module Title

Competency

1.

PREPARE THE
DINING
ROOM/RESTAURAN
T AREA FOR
SERVICE

PREPARING THE
DINING
TRS512387
ROOM/RESTAURAN
T AREA FOR
SERVICE

2.

WELCOME GUESTS
AND TAKE FOOD
AND BEVERAGE
ORDERS

WELCOMING
GUESTS ANDTRS512388
TAKE
FOOD AND
BEVERAGE
ORDERS

3.

PROMOTE FOOD
AND BEVERAGE
PRODUCTS

PROMOTING FOOD
TRS512389
AND BEVERAGE
PRODUCTS

PROVIDE FOOD
AND BEVERAGE

TRS512390
PROVIDING FOOD
AND BEVERAGE

4.

Code

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5.

6.

SERVICES TO
GUESTS

SERVICES TO
GUESTS

PROVIDE ROOM

TRS512391
PROVIDING ROOM

SERVICE

SERVICE

RECEIVE AND
HANDLE GUEST
CONCERNS

RECEIVING TRS512392
AND
HANDLE GUEST
CONCERNS

MODULE CONTENT

Qualification Title : FOOD AND BEVERAGE SERVICES NC II

Unit of Competency
Module Title

: PROVIDE ROOM SERVICE

: PROVIDING ROOM SERVICE

Introduction
This competency standard defines the minimum required stock of
knowledge,
Skills and attitude a person must possess to qualify as Food and
Beverage Services NC II National Certificate are issued when the
prescribed units of competencies have been achieved. The purpose of
competency standard is to upgrade the level of skills of people in the
Tourism Sector service, with the view of coming up with the quality
products, services, optional use of equipment, tools and materials, and
increased productivity. To provide trainees with a structured basis in

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the preparation of the job specification necessary for salary / wage

administration.
To enhance the development of human resources through the
precise assessment or skilled manpower in the Tourism Industry
Sector at large; to serve as a basis in the establishment of competency
assessment and certification system, which can be use for setting and
classified Food and Beverage NC II.
Finally, to reaffirm the governments of professionalizing the
skilled
work force for which role of the Philippines. TVET qualification and
certified system (PTQCs) was composed.
Learning Outcomes:
1. Take and process room service orders
2. Set up trays and trolleys
3. Present and serve food and beverage orders to guests
4. Present room service account
5. Clear away room service equipment

Performance Criteria
1. Answers telephone call promptly and courteously in accordance
with customer service standards
2. Checked guests name and used throughout the interaction
3. Clarified details of orders, repeated and checked with guests for
accuracy
4. Suggestive selling techniques are used.
5. Advise guests of approximate time of delivery
6. Record and checked relevant information in accordance with
establishment policy and procedures
7. Receive orders from room service doorknob dockets are
interpreted accurately.
8. Transfer orders and relayed to appropriate location for
preparation.
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LEARNING OUTCOME # 1

Take and process room

service orders

CONTENTS (1)
1.1 Telephone call is answered promptly and courteously in accordance with customer
service standards.
1.2 Checked guests name and used throughout the interaction
1.3 Clarified details of orders, repeated and checked with guests for accuracy
1.4 Suggestive selling techniques are used.
1.5 Advise guests of approximate time of delivery
1.6 Record and checked relevant information in accordance with establishment
policy and procedures
1.7 Receive orders from room service doorknob dockets are interpreted accurately.
1.8 Transfer orders and relayed to appropriate location for preparation.

ASSESSMENT CRITERIA
1. Answered telephone call promptly and courteously in accordance with
customer service standards.
2. Guests name has checked and used throughout the interaction.
3. Details of orders are clarified, repeated and checked with guests for accuracy.
4. Use suggestive selling techniques.
5. Guests were advised of approximate time of delivery.
6. Relevant information has been checked and recorded in accordance with
establishment policy and procedures.
7.Orders from room service doorknob dockets were received and interpreted
Accurately.
8. Relayed and transferred orders to appropriate location for preparation.

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CONDITION
1. Given a telephone machine, you should be able to operate and answered
telephone call promptly and courteously in accordance with customer service
standards.
2. Information sheets to obtain the topics.
3. Materials and supplies: e.g. modules menu cards, menu booklet, door knob dockets
and slips for door knob
dockets costumer s food order, pen

ASSESSMENT METHOD:
Written Test
Demonstration

Learning Experiences
Learning Outcome # 1.1
Telephone call is answered promptly and courteously in accordance with customer
service standards.

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Learning Activities
Read information sheet 5.1-1
Answer self check 5.1-1
Compare answer to answer key
Do job sheet5. 1-1
Answer performance checklist
Do task sheet 5.1-1
Answer performance checklist

Special Instructions
1. Follow Standard of Procedure
( SOPs)of assisting the guest
concern.
2. Apply courtesy and politeness
Older guest/persons with diaabilities
and special needs must given special
attention and direct assistance in
accordance with costumer service
standard.
3. Observe personal hygiene ,
cleanliness, sanitation and safety.
Safety measures must be given prior
attention in the assigned costumer
service area.

Read information sheet 5.1-2

Answer self check 5.1-2
Compare answer to answer key
5.1-2
Read information sheet 5.1-3
Answer self check 5.1-3
Compare answer to answer key
5.1-3
Read information sheet 5.1-4
Answer self check 5.1-4
Compare answer to answer key
5.1-4

Read information sheet 5.1-5

Answer self check 5.1-5
Compare answer to answer key
5.1-5

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Read information sheet 5.1-6

Answer self check 5.1-6
Compare answer to answer key
5.1-6

Read information sheet 5.1-7

Answer self check 5.1-7
Compare answer to answer key
5.1-7
Read information sheet 5.1-8
Answer self check 5.1-8
Compare answer to answer key
5.1-8

Information Sheet #5.1-1

Learning Objectives: After reading this Information Sheet, you must be able to:
1. Define a telephone machine;
2. Identify proper telephone etiquette in handling costumer service.
3. Describe the ideal room service works.

INTRODUCTION TO ROOM SERVICE

Room service works in similar ways to regular restaurant service. The customer
places an order, the cooks make the food, and the server delivers it. It does,
however, have its significant differences. For one, room service originates, well,
from your hotel room, cabin, or other guest lodging. Secondly, the servers don't

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generally check in on you repeatedly throughout the course of your mean. Lastly,
you simply have to take your dishes out into the hallway, leaving it for hotel staff.
PLACING AN ORDER
Some hotels provide guests with room service menus, and higher-end hotels serve
chef's specials and guest requests. The guest calls room service directly, or calls
the front desk or concierge to be connected to room service. Some guests call the
concierge for recommendations on what to order and what the house specialties
are. Then a room service attendant, a desk attendant or other hotel staff member
takes the meal order via phone.
USING A TELEPHONE MACHINE
Telepnone- a system that converts acoustic vibrations to electrical signals in order to transmit
sound, typically voices, over a distance using wire or radio.

Some Simple Etiquette in Using Telephone to process Costumer Service:

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Smile while speaking on the phone.

Try to answer within three rings.
A hotel lobby is buzzing with activity on an almost constant basis (or so we hope!).
Picking up a phone in three rings may seem impossible under these
circumstances. To keep this goal, you might consider hiring a phone receptionist if

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your establishment is particularly busy. Or you might have two employees staffing
the lobby desk at all times to ensure that at least one of them can answer
incoming calls.

Give a professional greeting.

Greet a caller with a few kind words, as well as presenting the hotels name. Its
always good to end a greeting by inquiring after the caller. A few options are:

How are you today?

How may I help you?

How can I direct your call?

Introduce yourself prior to asking for a name.

Always identify yourself when you answer the phone and when you call
someone.
Another inquiry you may use in a greeting is asking with whom you are speaking.
However, it can come across as rude to ask for a name prior to giving your own. Be
sure to include your own name in your first communication. For example:

This is Emily. With whom am I speaking?

Speak clearly and at normal volume.

Continue the exchange by addressing them with the name they have given.
Enunciation is even more important over the phone than in person because of how
the phone line may distort sounds. Some receptionists try to make up for this by
increasing the volume of their voices, but this isnt necessary. In fact, speaking too
loudly can annoy the caller and any nearby hotel guests.
Listen attentively, without interrupting.
Some phone etiquette is the same as carrying on a conversation in person. Listen
to the caller and be sure that he or she is done speaking before responding.
Interrupting can cause a potential guest to think you dont have time for him or
her.

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Try to help the person calling by looking up a phone number, transferring

call to the right person
or find out the correct information, versus telling them they have the wrong number or
transferring them to anyone just to get rid of them. Please treat the caller with respect
and courtesy

Please treat the person you call with respect and courtesy
If they dialed you incorrectly.
Don't convey an "I'm an important person" attitude. We are all important people.

Use respectful and considerate words and phrases, such as: "I'm sorry." "Thank
you." "Please." "May I take a message Would you like to leave your number?"

Focus on the call. Dont eat; drink, etc. while on the phone.
If possible, cut out other distractions while on the phone such as eating, drinking,
or carrying on a conversation with a coworker. Those three activities, specifically,
may reveal that your mouth is busy when you are otherwise trying to
communicate.
If you dont have an answer, find someone who does.
Its always better to have the caller wait on hold while you seek out an answer than
to say you dont know and end the conversation. Even if you come back without an
answer, you will have shown your willingness to help. Start great customer service
before a hotel guest ever enters the door!
Use the hold button when leaving the line or phone.
Whether you have multiple incoming calls or need to pursue an answer from an
employee in another room, the protocol should be the same. Dont simply set the
phone on the desk. Know how to hold and recover calls efficiently.
End the call on an up note. Make sure you have a phone number to return
a call.
Saying thank you for the call is the simplest way to end on a positive note, but you
may also ask for further questions or let the caller know that you look forward to
seeing them when they visit. Remember that you speak for the hotel. If the caller

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isnt a potential guest, make certain you record the name and phone number as a
record for any follow-up call.
The first contact made with your hotel might well be over the phone. Begin your
guests positive customer service experience with a polite and genuine welcome.
Listen, answer questions thoroughly, and smile! Even if you are having a bad day,
you have the ability to make someones day better with excellent phone etiquette.
Enriching more your vocabulary:
Door knob -the handle or knob by which a door is opened or closed.
Dockets -a document or label listing the contents of a package or delivery.
File, dossier,booklet.
synonyms:
"he opened a new docket for the account"

Menu Booklets- are imprinted materials where various types of nutritious and
delicious meal are placed for costumers own choice of meal service.

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Self Check _# 5.1-1

Multiple Choice
Instructions: Choose the letter of the best answer. Write only the letter
of your choice on your answer sheet
1. A system that converts acoustic vibrations to electrical signals in order to transmit sound,
typically voices, over a distance using wire or radio.
A. telephone
B. computer
C. calculator
D.door knob dockets
2. In greeting the guest through telephone, it should also be important to practice
politeness and courtiousness through
A. expressing anger using your facial expression
B. shows unattentive to the guest
C. dishonor his/her request
D. welcoming the guest with a smile.
3. When leaving the line or phone, you should
A. hold the button
B. hold the button of the phone
C. end the call
D. look for another person to accommodate the call.

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4.What is the correct way of greeting the guest?

A. Good afteroon Sir, welcome to Alejandros hotel and restaurant, Im Miss Ellen
Garcia at your service.How may I help you?
B. Good afternoon Sir, Welcome to our Hotel and Restaurant, How can I help you?
C.Hi, how may I help you?
D.Hello,Mr. Presiden! Please come in our hotel and restaurant
5. Always good to end a greeting by inquiring after the caller. A few options are:

Except one that does not belong to the following

A.How are you today?
B. Oh. yeah..Here we are again.
C.How may I help you?
D.How can I direct your call?

Answer Key _# 5.1-1

1. A
2. D
3. B
4. A
5. B

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TASK SHEET #_5.1-1

Title:

Taking and processing room service orders

Performance Objective: Given telephone machine, ball pen menu cards and menu
booklets door knobs dockets slip and brochures you should
be able to process room service costumers food and
beverage order by following the establishment standard of
procedures given. ( SOPs)
Supplies/Materials
: Menu cards/ booklets,ball pen, door knob dockets card
and slip,record book/guest book.
Equipment

Telephone

Steps/Procedure:

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Follow the proper ways and procedure of taking and processing room
service orders
1. Properly answer telephone call promptly and courteously in accordance
with customer service standards.
2. Accurately check guests name and used throughout the interaction.
3. Properly clarify details of orders, repeated and checked with guests for
accuracy.
4.

Properly use suggestive selling techniques

5.

Courteously advise guests of approximate time of delivery

6. Accurately record and check relevant information in accordance with

establishment policy and procedures
7. Accurately receive orders from room service doorknob dockets
8. Appropriately transfer orders and relayed to kitchen in-charge for
preparation.

Assessment Method:
Written
Demonstration

Performance Criteria Checklist #5.1-1

CRITERIA

Did you.
1. Properly answer telephone call promptly and
courteously in accordance with customer service
standards.
2. Accurately check guests name and used throughout the
interaction.
3. Properly clarify details of orders, repeated and checked

YES

NO

P a g e | 19

with guests for accuracy.

4. Properly use suggestive selling techniques
5. Courteously advise guests of approximate time of
delivery
6. Accurately record and check relevant information in
accordance with establishment policy and procedures
7. Accurately receive orders from room service doorknob
dockets
8 Appropriately transfer orders and relayed to kitchen
in-charge for preparation.

OPERATION SHEET #5.1-1

Title:

Operating Telephone Machine

Performance Objective: You should be able to properly answer telephone call

promptly and courteously in accordance with customer
service standards.
Supplies/Materials

Record book/Guest Book,order slip,pen,brochure/

Menu booklet

Equipment

Telephone Machine

Steps/Procedure:
1.Properly check and clean telephone machine before using
2. Properly handle the machine in a correct manner and procedure as per
standard procedure .
3.Actively shows professionalism in handling the phone as well as extending the
costumer service

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4. Properly answer telephone call promptly and courteously in accordance with

customer service standards.

Assessment Method:
Demonstration

Performance Criteria Checklist #5.1-1

CRITERIA
Did you.

YES

NO

1. Properly check and clean telephone machine

before using?
2. Properly handle the machine in a correct
manner and procedure as per standard
procedure given?
3. Actively shows professionalism in handling
the phone as well as extending the costumer
service?
4. Properly answer telephone call promptly and

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courteously in accordance with customer service

standards?

JOB SHEET _5.1-1

Title: Taking Guest information
Performance Objective:
Given telephone machine, ball pen menu cards and
menu booklets door knobs dockets slip and brochures you
should be able to process room service costumers food
and beverage order by following the establishment
standard of procedures given. ( SOPs)
Supplies/Materials
: Ball pen menu cards and menu booklets door knobs
dockets slip and brochures
Equipment

Telephone

Steps/Procedure:
1. Accurately check guests name and used throughout the interaction.

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2.
Properly clarify details of orders, repeated and checked with guests for
accuracy.
3.

Courteously advise guests of approximate time of delivery

4. Accurately record and check relevant information in accordance with

establishment policy and procedures

Assessment Method:
Discussion

Performance Criteria Checklist #5.1-1

CRITERIA

Did you.
Accurately check guests name and used
throughout the interaction?.

YES

NO

Courteously ask the room number of the guest ?

Properly note number of persons properly?

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Properly clarify details of orders, repeated and

checked with guests for accuracy.
Accurately state the time the order would taken
?
Accurately state the time for delivery?
Properly process room service orders?
Properly apply suggestive selling techniques
properly?
Properly provide room service menu?
Promptly relay menu orders to kitchen in
charge for preparation?

Information Sheet #5.1-2

Learning Objectives:
Accurately check guests name and used throughout the interaction

Know where and whom you are calling. Have the correct number.
Identify yourself; e.g. "Hello, my name is Liz Smith. I am the .Be prepared. If
you have several items to discuss, make a list beforehand so you will not forget
anything important. Have any necessary information nearby, and get to the point
of your call. If the person you are calling sounds busy, ask if you may call back
at a more convenient time.

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Make use of available technology such as answering machines and voice

mail if no one is available to speak with. Suggestions for Dealing with Angry
Callers Demonstrate sincere sympathy and understanding. Say something like,
"Im sorry about that; tell me what happened." Express a willingness to help
Listen. Take notes to help you remember important details.
Make a commitment to help, and then keep your promise
Identify yourself by announcing your name or the name of your
department, instead of just "hello". Speak directly into the mouthpieceone inch
from your mouthso that your voice will be clear and you can be understood.
Speak clearly and enunciate your words. Use your hold button. Unless you cover
both ends of the handset, your voice is still transmitted and you will be heard..
Before you put a caller on hold, ask for permission to do so. Do not leave the
phone for more than 1 minute. Speak with enthusiasm smile into the receiver,
because your voice will reflect your attitude. 55% of communication is nonverbal. For this reason, it is important to develop good listening and verbal skills
to compensate for the lack of eye contact, facial expressions, and gestures. Use
the other person's name often. People like to hear their name. Use good grammar
and diction; avoid slang. Gum chewing destroys good diction. Speak slowly
enough to be easily understood.

Self Check 5.1-2

Instruction: Choose the letter that describes the best answer:
1.2-1.How would you check the name of your guest?
A. By asking the guest politly and courteously
B. By looking at the guest book without checking the guest personally?

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1.2-2.How do we use the name of our guest?

A. Throughout the interaction
B. After he finish taking dinner

1.2.3. How do we address guest?

A. Address the guest professionally
B.Address in his neckname

Answer key 5.1-2

1.2-1.A
1.2-2.A

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1.2-3.A

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Information Sheets #5.1-3

Learning Objective:
After reading this information sheet the trainees must be able:
1. Clarify details of orders, repeated and checked with guests for

accuracy
Another inquiry you may use in a greeting is asking with whom you are speaking.
However, it can come across as rude to ask for a name prior to giving your own. Be
sure to include your own name in your first communication. For example:

This is Emily. With whom am I speaking?

Speak clearly and at normal volume.

Continue the exchange by addressing them with the name they have given.
Enunciation is even more important over the phone than in person because of how
the phone line may distort sounds. Some receptionists try to make up for this by
increasing the volume of their voices, but this isnt necessary. In fact, speaking too
loudly can annoy the caller and any nearby hotel guests.
Listen attentively, without interrupting.
Some phone etiquette is the same as carrying on a conversation in person. Listen
to the caller and be sure that he or she is done speaking before responding.
Interrupting can cause a potential guest to think you dont have time for him or
her.
Although probing is not a technique that may come naturally to everyone, it is a required
skills for anyone serving customers over the phone. Keep it simple and remember the basic
open questions Who What When Where How. I have found the phrase: Tell
me more aboutworks miracles when trying to discover information.
Ex: If the customer is unwilling to wait any longer, then offer to have the sales rep return the
call at a time that is most convenient for the CUSTOMER. Make the commitment, and
follow up with the Sales rep to insure the commitment is met. If not, your company just lost
credibility and possible additional referrals!

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Self Check 5.1-3

Instruction:
Explain the best manner of asking details to guest order for room
service.

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Answer key 5.1-3

1.3-1. Properly clarify details of orders, repeated and checked with

guests for accuracy.

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Information Sheet 5.1-4

Learning Objective: Properly use suggestive selling
techniques.
Here are the suggestive selling techniques in a hotel or
establishment:
1. Slow moving but highly profitable items are suggested to increase
guest check.
2. Second servings of items ordered are offered.
3. Food portion or size is mentioned for possible adjustments with
the orders.
4. New items are recommended to regular guests to encourage them
to try other items in the menu.

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Self Check 5.1-4

Instruction: Enumerates the suggestive selling techniques

in a hotel or establishment.

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Answer key 5.1-4

1.4-1. Slow moving but highly profitable items are suggested to
increase guest check.
1.4-2. Second servings of items ordered are offered.
1.4-3. Food portion or size is mentioned for possible adjustments
with the orders.
1.4-4. New items are recommended to regular guests to encourage
them to try other items in the menu.

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Information sheet # 5.1-5

Learning Objective:
Courteously advise guests of approximate time of delivery
RECEIVING YOUR MEAL
These orders are delivered to the kitchen staff and the meal is prepared as per the
guest's specifications. The meals are then topped with lids or other covers and
placed on special room service carts or trays to be delivered. The room service
attendant prepares the cart, making sure the guest has everything she may need,
and delivers the cart to the hotel room.

When the waiter arrives with the meal, the guest may dismiss him, or ask him to
set up and serve the meal. Dont forget to courteously advise guests of

approximate time of delivery.

PLACING AN ORDER
Some hotels provide guests with room service menus, and higher-end hotels serve
chef's specials and guest requests. The guest calls room service directly, or calls
the front desk or concierge to be connected to room service. Some guests call the
concierge for recommendations on what to order and what the house specialties

P a g e | 34

are. Then a room service attendant, a desk attendant or other hotel staff member
takes the meal order via phone.

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Self check #5.1-5

Instruction:
Give the proper sequence of delivering the food to the guest:
1.5-1.Actively relay the order to the kitchen incharge for proer
1.5-2.preparation.
1.5-3.Courteously inform the guest the approximate time of delivery.
1.5-4.Follow up food orders and check .
1.5-5.Deliver the food promptly to the costumer.
A.12354
B.32145
C.1234

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Answer key 5.1-5

1.5.1 .C

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Information sheet # 5.1-6

Learning objective:
Accurately record and check relevant information in
accordance with establishment policy and procedures.
The following procedures are best practice for the Hotel room service
or in any food establishment.
1. Courteously ask the name of the guest.
2. Be polite in asking the room number.
3. Ask number of persons occupying the room.

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Instruction:

Self Check #5.1-6

Enumerate the 3 best practice procedures of recording and

checking relevant information from the guest based on the
establishment standard of procedure.

P a g e | 39

Answer key #5.1-6

1.6-1. Courteously ask the name of the guest.

1.6-2. be polite in asking the room number.
1.6-3. Ask number of persons occupying the room.

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Information sheet # 5.1-7

Learning objective:
Accurately receive orders from room service doorknob
dockets.

Delivering guest orders in Room Service

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Double Check the order to make sure nothing is missing, damages or soiled.
Check everything carefully before leaving the kitchen to save unnecessary
return trips to pick up items that were missed.
Check the following:

Service ware

Linens, napkins, tablecloths are appropriate.

Condiments.

Bread and butter.

Cold food ( Salad, cold appetizers etc. )

Hot food.

Garnishes.

Hot Beverages.

Cold Beverages.

Beer or wine.

Cocktails.

Guest check in a check folder.

Pen.

Cork Screw. ( If needed)

Ice Bucket. ( If needed)

Matches.

Extra napkin for cleaning up spills.

Lift and carry the room service tray:

Lift the tray carefully, using your legs for leverage.

Bend at the knees to pick up the tray. Pull the tray with one hand onto the
palm of your other hand.

P a g e | 42

Balance the tray on your palm or fingertips at shoulder height.

Use your free hand to steady the tray as you stand.

Keep your back straight as you stand.

Watch where you are going. Be aware of opening doors and wet spots on
the floor.

Use correct entrance and exit doors and pass to the left of people walking
towards you.

Carefully move room service carts:

Ease carts over uneven surfaces, such as where carpets meet tile floors.

Pull carts into and out of elevators. This allows you to see where you are
proceeding.

Proceed towards the room:

When arriving at the guests room, Knock on the door gently three (3)
times

Identify yourself by saying IN ROOM DINING / Room Service.

Wait for the guest to open the door.

Enter carefully with your tray or trolley, do not hit or scratch the wall

Always leave the door open after entering a guest room.

Greet the guest:

From 00.00 to 11.59, say : Good morning Mr./Mrs./Ms. XXX

From 12.00 to 15.59, say : Good afternoon Mr./Mrs./Ms. XXX

From 16.00 to 23.59. say : Good evening Mr./Mrs./Ms. XXX

Note : Try to learn the guests name before serving

Ask where the guest wants the meal to be served.

Breakfast Service:

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For breakfast service, some guests want their breakfast in bed or at the
bed side

The guest shall be asked in a polite manner: Where should I place the
tray Mr./Mrs./Miss. XXX or Sir/Madam?

Lunch & Dinner Service:

For lunch and dinner service, the sitting area is usually used.

Move away the coffee table

Arrange the space for the trolley and chair(s)

Arrange the set-up per cover and seat the guest(s).

Open the trolleys wing

Move the equipment a bit lower for a good presentation to the guest

Invite the guest(s) to sit down by saying Take a seat, please

Ladies shall be seated first facing the window view, gentlemen shall be
seated last.

http://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels/f-and-bservice-sop/225-deliverorder.html

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Self check #5.1-7

Instruction:
Multiple choice: Choose the letter of the best answer. Write only
the letter of your choice on your answer sheet
1.7-1.Which of the following is hot beverage?
A. Hot Chocolate
B.Coffee
C. Tea
D. cocktail mix drink
1.7-2. Which of the following belong to safety and insurity?

A. Double check the order

B. Use tray and trolley in serving dish
C. serve in appropriate tools and utensils
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D. All of the above

Answer key 5.1-7

1.7-1 D
1.7-2. D

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Information Sheet #5.1-8

Learning objective:
Appropriately transfer orders and relayed to kitchen
in-charge for preparation.

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Here is the suggestive procedure in conveying orders to

kitchen incharge for preparation:
1.8-1. Orders are placed and sent to the kitchen promptly.
1.8-2. Quality of food is checked in accordance with establishment
standards.
1.8-3.Tableware is checked for chips, marks, cleanliness, spills, and
drips.
1.8-4.Plates and/or trays are carried out safely.
1.8.5.Colleagues are advised promptly regarding readiness of items for
service.
1.8-6.Information about special requests, dietary or cultural
requirements is relayed accurately to kitchen where appropriate.
1.8-7. Work technology are observed according to establishment
standard policy and procedures

Self check #5.1-8

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Instruction: True or False: Write TRUE if the statement is

correct,and write FALSE if the statement is incorrect.

1.8-1.Quality of food is checked in accordance with establishment

standards
1.8-2.Information about special requests, dietary or cultural
1.8-3.requirements is relayed accurately to kitchen where appropriate.
1.8-4.Orders are placed and sent to the kitchen promptly.

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Answer key#5.1-8
1.8-1. TRUE
1.8-2. TRUE
1.8-3. TRUE
1.8-4. TRUE

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