Room Service Equipment Tools and Supplies

Quality service requires the use of appropriate service equipment and utensils,
thus preparation is needed to ensure cleanliness and stability for guests’ satisfaction.

ROOM SERVICE EQUIPMENT TOOLS AND SUPPLIES

ROOM SERVICE TROLLEYS

It is used when several orders are to be served such

that a tray will not be enough to hold the orders.

TRAYS

Varying sizes are used depending on the volume of

orders to be delivered.

ROOM SERVICE FOLDING TABLES

Used in lieu of trolleys where room service orders

can be set up and served

TRAY TROLLEY

This trolley is commonly used in hospitals and other

areas where several trays of orders are to be served
simultaneously to several individuals. It will save a
lot of time if the foods are in trays and trolleys as
they can be served all at one time.
 ROOM SERVICE MENU

List of dishes placed at the guests’ room

BILL FOLDER

Used for placing bills

BREAD BASKET

Used for serving bread during breakfast

PLATE COVER

A cover for food order as protection from dust and

other contamination

Here are some standards to be observed:

1. All items in the station are clean and in good condition- sanitized, wiped dry, and free of
spots or water marks.
2. Tables and chairs are in their proper position; not shaky or damaged.
3. There are no chipped or broken glasses. Wipe the rim and base; make sure that
hands do not leave finger marks on the glass.
 4. There are no damaged china wares and cutleries. Wipe the rim of the plates,
mouth of the spoon, tines of the fork, and blades of knife and make sure that all
surfaces are dry.
5. Linen is fresh, clean and without spots or stains and not wrinkled.
6. Room service trays and trolleys must be also clean, dry and functional.

Types of Set-Up
Make sure the tray or trolley has a complete set-up to include:

 Sidings, garnish and accompaniments (if required)

 Cover for the food
 Napkin
 Water with glass cover
 Condiments – catsup, salt & pepper, etc (if required)
 Others

TYPES OF SET-UP

1. For breakfast, lunch and dinner, a regular room service tray or trolley should be
covered with a clean cloth. The necessary service materials are placed thereon.
Double check every item placed on thy tray and makes sure it is clean and well-
polished.

For Breakfast, the following items are necessary;

One piece for each of the following:

- Breakfast Plate
- Warm Cup (kept in warmer until ready for service)
- Spoon for the jam or marmalade
- Glass for iced water (should be filled, only ¾ full so water will not
spill while being carried)
- Salt and pepper in shaker
- Coffee, sugar and cream in sachet
- Napkin
- Dessert Plate
- Cup and Saucer

For Lunch, the following items are necessary;

One piece for each of the following:

- Plates
1. Bread Plate
2. Soup Bowl
 3. Salad Plate
4. Dinner Plate
5. Dessert Plate/Bowl
- Silverwares
1. Bread Knife
2. Soup Spoon
3. Salad Fork and Knife
4. Dinner Fork and Knife
5. Dessert Spoon and Fork
- Glass for iced water (should be filled, only ¾ full so water will not
spill while being carried)
- Glass for Red wine and White wine (if it is ordered)
- Salt and pepper in shaker
- Napkin

For Dinner, the following items are necessary;

One piece for each of the following:

- Plates
1. Bread Plate
2. Soup Bowl
3. Salad Plate
4. Dinner Plate
5. Dessert Plate/Bowl
- Silverwares
1. Bread Knife
2. Soup Spoon
3. Salad Fork and Knife
4. Dinner Fork and Knife
5. Dessert Spoon and Fork
- Warm Cup ( kept in warmer until ready for service )
- Glass for iced water (should be filled, only ¾ full so water will not
split while being carried)
- Glass for Red wine and White wine (if it is ordered)
- Salt and Pepper in shaker
- Coffee, Tea, Sugar and Cream in sachet
- Napkin
- Cup and Saucer

2. For snacks, a room service tray or trolley depends on the order which should be
covered with a clean cloth. The necessary service materials are placed thereon.
Double check every item placed on the tray and makes sure it is clean and well-
polished.

For Snacks, the following items are necessary;

One piece for each of the following:

 - Plates (depends on order)
1. Bread Plate
2. Soup Bowl
3. Salad Plate
4. Dinner Plate
5. Dessert Plate/Bowl
- Silverwares (depends on order)
1. Bread Knife
2. Soup Spoon
3. Salad Fork and Knife
4. Dinner Fork and Knife
5. Dessert Spoon and Fork
- Glass for iced water (should be filled, only ¾ full so water will not
spill while being carried)
- Salt and Pepper in shaker
- Napkin

3. Beverage must be prepared as ordered.

- Tea/coffee must be served with a pot of hot water.
- Chocolate is usually placed in a pot with cover and with large
creamer or 4 ounces of hot milk.

Interpret Door Knob

In providing food service in a room service, it is different. Orders are taken
through door knob or telephone and then served on the specified time given.

Door knob menu is a menu hanged at the knob of the door.

Room service menus, consisting of a la carte items are posted right in each guest
room as a reference for the guest in making his selection. Orders are usually made
through the telephone and received by the designated order taker.

Once the door knob menu is filled out, it is hanged at the door knob for the waiter
to pick it up and to be delivered at the kitchen so the food will be delivered at the
specified time.

Remember, you have to check what is written on the form and, of course, you
have to prepare the same.

In getting orders through telephone you must be able to get all the information
needed accurately. These are the name of the guest, room number, time of delivery,
food orders and its respective ways of preparation and the process of settling the bill.

It is advised to follow the standard operating procedure which is the repetition of

order to make sure that all complaints will be avoided.
Steps in taking room service orders through the telephone
A. Lift the receiver on the first ring, if possible.

 The mouthpiece should be at least ½ inch from the mouth

 Make courteous greetings express with smiling voice will certainly make a good
impression.

B. Take the order and write it down in an order slip (triplicate copies)

(one copy of the order slips 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 guest’s preferences regarding the manner of preparation like salad dressing,
etc.
 This is important to ensure that guest’s preferences and requirements are
followed in the preparation. Thus, complaints can be avoided.
 Be a good salesman. Make appropriate suggestions.
 Offer the appropriate drinks or wine that best complement the meal.
 If the item is out of stock, Inform the guest immediately and suggest an
appropriate substitute.

Repeat the order.

 Mention the order, quantity and manner of preparation

 Repeating the order helps prevent errors that can be a source of complaints

2. Room Service – is the service of food and beverage in guests’ room in hotels or other
establishment.

3.Room service staff use guest’s name when speaking to them so that guest feel that
they are special and they are very much welcome.

It is really very important to check the orders before leaving the kitchen or before
giving the food to your guest to avoid complaints. You have to be very careful with your
task as a waiter, especially in giving room service.

PREPARING MIS-EN-PLACE

1. Assemble the order

Review the order and assemble all needed cutleries, glasses, linen and other equipment.
Place needed equipment/supplies in a tray or room service trolley.

 For beverage orders, use the bar tray and have coaster and paper napkins
ready. For food orders, use a rectangular or oval tray.
  Check whether the required garnish for all ingredients and juices are
provided for.
 For cocktails, place a stirrer.
 Have appropriate glasses ready: fill the glass with ice if needed.
 If there is an order of wine, provide wine basket/wine stand.
 Have food covered, ready to be delivered to the guest.
2. Fill out the control sheet (see sample next page). (This form will be used to monitor
the movement of supplies and equipment so that loses can be easily traced.)

 Get a copy from the cashier.

 Jot down all needed equipment on the sheet.
 Insert the sheet at the tray for the captain waiter’s reference when
checking.
3. Pick up the food order from the kitchen.

 Set up the food/beverage on the tray (if only a handful will be transported)
or trolley (when there is a large number of items to be transported) together
with the corresponding equipment needed.
4. Captain waiter shall check the mis-en-place.

 Pay attention to the following:

- Whether the food tallies with the items specified in the guest check
- If all equipment that are specified in the control sheet are available
and in good condition
- Whether the standard garnish, sidings and accompaniments are
provided for

It is really very important to check the orders before leaving the kitchen or before
giving the food to your guest to avoid complaints. You have to be very careful with your
task as a waiter, especially in giving room service.

PREPARING MIS-EN-PLACE

1. Assemble the order

Review the order and assemble all needed cutleries, glasses, linen and other equipment.
Place needed equipment/supplies in a tray or room service trolley.

 For beverage orders, use the bar tray and have coaster and paper napkins
ready. For food orders, use a rectangular or oval tray.
 Check whether the required garnish for all ingredients and juices are
provided for.
 For cocktails, place a stirrer.
 Have appropriate glasses ready: fill the glass with ice if needed.
 If there is an order of wine, provide wine basket/wine stand.
 Have food covered, ready to be delivered to the guest.
2. Fill out the control sheet (see sample next page). (This form will be used to monitor
the movement of supplies and equipment so that loses can be easily traced.)

 Get a copy from the cashier.

  Jot down all needed equipment on the sheet.
 Insert the sheet at the tray for the captain waiter’s reference when
checking.
3. Pick up the food order from the kitchen.

 Set up the food/beverage on the tray (if only a handful will be transported)
or trolley (when there is a large number of items to be transported) together
with the corresponding equipment needed.
4. Captain waiter shall check the mis-en-place.

 Pay attention to the following:

- Whether the food tallies with the items specified in the guest check
- If all equipment that are specified in the control sheet are available
and in good condition
- Whether the standard garnish, sidings and accompaniments are
provided for

Possible Question

1. What is meant by “par stock for room service equipment?”

2. What are the things you need in preparing food and beverage for service? 3. How to

dismantle room service trolley?

Answer

1. Par-stock – the correct amount or quantity of a product keep in stock (sufficient

to meet demand but not too much) as decided by management.
2. Glass wares, silverwares, condiments, china wares, bill folder, guest check,
linen, table napkin, tray/trolley,

3. Unloading of soiled dishes to the kitchen and wash ready for the next service

STEPS IN DELIVERING ROOM SERVICE ORDERS

 Knock at the door.

Respect for a guest’s privacy is the primary consideration when entering a room.
These will probably be particular establishment procedure for this, as for all other
aspects of room service but the following will usually apply.

 Approach the room quietly

  Knock firmly and say “Room Service” clearly and confidently,
remembering that your voice must carry through a close door.
 Listen for the guest’s response and react accordingly, waiting outside
or entering the room. If there are no responses knock and announce
“room service” again. Do not go in until the guest opens the door or
you have been asked to enter.
 Use the knuckles or activate the door bell. Knock should be
gentle and not too loud to avoid irritating sound. Allow few
seconds in between knocks and sound off, “Room Service”.

2.Once the door opened.

Greet guest by the hour of the day and say “good morning/ afternoon sir/ ma’am
(or mention the guest name if known)

Say; “Here’s your room service order. May I come in?”

 Do not enter the room until the guests give you the permission.
 Leave the door open unless the guests’ orders you to close it.

3. Once inside the room.

 Ask where the guest wants the trays or trolley to be set up.

“Where would you like me to set up your table sir/ma’am?

‘Shall I leave the food on the trolley or you want it transferred on your table?”

 After setting up the food on the table as requested, offer additional service:
‘If you are ready to eat, shall I serve the food for you?”

“Shall I serve the coffee?”

“Shall I open the soft drinks for you?”

“Would you like me to open your curtain to brighten the room?”

(Note: If the guest wants to eat later, leave the food on the table)

 Before presenting the bill ask:

“Is there anything else I can do for you?”

4. Present the bill.

Present the bill on a bill folder with the figured facedown as you say;
“May I present the bill?”

5. Get the payment. Get the payment. If the guest wants to charge to his room, get
his signature but make sure he is authorized to sign.

(Some guest’s account is labeled “cash basis” and so are not allowed to sign for
charges. This should be checked with the Front Office).

6. Thank the guest and bid goodbye.

Before leaving the room, make sure the heater is put off as this can cause fire.

Ask the guest when he wants soiled dishes to be cleared.

“Sir/ ma’am, when do you want me to come back to clear the soiled dishes?”

‘When you are ready, please call us dial____”

Say; “Thank you very much, enjoy your meal and have a nice day”.

PRESENTATION OF THE BILL

1. Present the bill Present the bill in a bill folder with the figures faced down as you
say:

“May present the bill?”

2. Get the payment Get the payment. If the guest wants to charge to his room, get his

signature but make sure he is authorized to sign.

(Some guest account are labeled “cash basis” and so they are not

allowed to sign for charges. This should be checked with Front

Office.
3. Thank the guest Before leaving the room, make sure the heater is put off as this
can cause fire.
and bid goodbye
Ask the guest when he wants soiled dishes to be cleared.

“Sir/Madam, When do you want me to come back to clear the

soiled dishes?”

“When you are ready please call us and dial _____”

Thank the guest and wish him pleasant meals.

Say: “Thank you sir. Enjoy your meal

and have a nice day”

Checking and Clearing Room Service Area.

When a room or floor has been cleared after room service, the room service - order
taker must be informed.

Floors must be cleared quickly and quietly, but while doing so staff must take
care the equipment is securely placed so that it can be move safely.

CLEANING PROCEDURES

1. The waiter who serves the food order is required to clear soiled dishes.
2. Upon pick up, busboy or waiter must check whether all equipment in the control
sheet are available for picked up.
3. If there are missing items and the waiter is inside the room, he must locate for
the missing item.
4. Captain should assign one busboy or waiter to pick up all soiled dishes, trays
and trolley lying on floors or hallways.
5. The waiter or busboy who is assigned to pick up trays/trolley should also check
the pantry area for un-cleared items.
6. All collected trays/trolley are to be brought to the dishwashing area, segregated
according to kinds and sizes.
 7. Segregate linen and bring them to the linen box of the room service.

CLEANING ROOM SERVICE AREAS

As noted, trays and trolleys will usually be placed outside the rooms by guest. It
is important that they are cleared promptly as messy and untidy floors or passages
reflect very badly on the establishments. Good working relations and good
communication channels between the housekeeping and room service departments
must be maintained to make sure that floors are cleared quickly. This requires a
combination of good system and procedures with the common sense and initiative of
individual staff members.

Different establishment will have slightly different procedure but typically, the
procedure will be for the Room Service order-taker to record the following on a dispatch
sheet or checklist.

o The date
o Room number
o Whether tray or trolley taken
o Time and order was taken
o Time delivered
o Person delivering the order
o Time ordered cleared

The Room Service - order taker will usually be the person responsible for
controlling floor service procedures and for directing staff to clear rooms and floors and
in addition there should be regular floor checks, at least hourly, to ensure that used
trays and trolleys and miscellaneous items are quickly removed. Housekeeping staff
must notify Room Service if and when used items need to be cleared from rooms or
floors, so close coordination between room service and housekeeping is essential.
 When a room or floor has been cleared after room service, the room service - order
taker must be informed.

Floors must be cleared quickly and quietly, but while doing so staff must take
care the equipment is securely placed so that it can be move safely.

Once cleared from the floors, unconsumed food and beverages, food service
equipment, trays and trolleys must be returned to Room Service via the service lift.

CLEANING AND STORAGE

Trays and trolleys should be taken to the wash-up area. Waste items will be
removed and food service equipments will be washed.

Trays and trolleys must be cleaned and dismantle safely and hygienically
following enterprise procedures. These will include procedures for:

 Stacking equipment
 Dirty linen
 Storing useable items
Clean trays and properly dismantled trolleys must be correctly replaced with
other useable items in the room service pantry.

Stock of all items should be check against “par stock” and requisition for
restocking as required to meet the establishment’s standards.

The waiter who serves the food ordered is required to clear soiled dishes, trays
and trolleys from the room. He should see to it that the pantry areas where room service
trolleys and trays are stored are cleaned and sanitized. Of course, trolleys and trays
must be thoroughly cleaned and sanitized, also ready for the next service before storing.
Don’t forget to check your trolley for threads that might have twirled around the wheels.
These threads will make it hard for the cart to be pulled thereby causing injury. Check
also the rubber bumper if they are worn out and or sharp edge that could catch your
clothing and could cause cuts. Always remember, sanitation must be high in the service
area.