Pantry

READY FOR EXCELLENCE PROGRAMME
READY FOR EXCELLENCE HOUSEKEEPING

ROOM SERVICE: PANTRY
Ready for Excellence

DAY MODULE
SUB TOPIC STAGES Pantry Layout and Function

Cleaning Operations and Master Cleaning Schedule COMFORT BREAK Cutlery and Room Service Menus LUNCH BREAK Breakfast Trays Set-up Breakfast Trays Set-up Practical COMFORT BREAK Fruit Basket, Table Setup, Birthday Package Minibar Operations Flower Delivery in Public Area Consolidation Practical Session
TIME 1:00
1:00 0:15 2:00 1:00 1:00 1:00 0:15 0:15 0:30 0:15 0:30 2:00 11:00
Room Service: Pantry
TOTAL

OBJECTIVES:
Identify pantry functions and layouts. Identify the breakfast tray items and set up. Learn the procedure of charging mini bar items to guests. Identify the items needed for the fruit basket, birthday package & breakfast table set-up. Classify where to set up flowers in the guest areas.
At the end of this session you will be able to:
RANGE:-
Familiarization of Room Service pantry. Breakfast tray organization. The mini bar procedure. Fruit basket and birthday package set up and delivery. Flower delivery giudelines
TIME: 11 hours including lunch and comfort breaks. NEED: It is significant to identify and practice breakfast service efficiently. Presentation of service
rules are fundamental in Room Service. up food items in the cabin.
leaves an impression to our guest. Sanitation Therefore, Room Service must show an impeccable attitude on sanitation towards setting
INTEREST: Room service can either make or break a guests day through the breakfast service they
avail in the cabin and by the friendliness of Housekeeping personnel who is likely the first crew on board whom they will meet as they wake up. Mini bar is another area in Housekeeping that generates revenue. Hence, the comfort in consuming the mini bar items must be highlighted to our guests.
PANTRY LAYOUT AND FUNCTION

Room Service is a service provided 24 hours to the Guests onboard the ship.
The Room Services primary functions relate to: Food and Beverages Assistance in cabin service Delivery Service

Room service pantries are located in strategic areas throughout the ship and hold all equipment required for the preparation and service of any in-room F&B requests. Identify the top 10 equipment located inside the pantry.

The top 10 equipment located inside the pantry are:
Coffee machines Toasters Cutlery, flatware and hollow-ware. Open gas rings Refrigerators Storage space for shelves and cupboards Gueridon trolleys Sink units Hand wash area Cutting boards Tray trolleys

With the aid of the below pictures, describe the pantry layout in terms of its conformity with sanitation standards its efficiency to ensure fast service.
2
4
5 Mins
3 2 6
1) Hand wash sink located for easy

access.
2) Food and beverage equipment

are divided to make the operation easier and faster.
3 2
3) Pantry areas are divided between

clean and dirty to prevent crosscontamination. 4) Refrigerators are placed to save space and separate food and beverage items.
PANTRY LAYOUT STANDARDS
5) Multi-purpose storage stands and shelves are strategically located for mise en place items.
6) Heavy duty multi-purpose room service trolleys are readily available.
CLEANING OPERATIONS
1) The Juice and Coffee machines inside the pantry should be cleaned on a weekly basis to ensure good quality product. 2) The 3 bucket system is used in order to wash, clean, and sanitize the concentrate juice machine. 3) You should NOT remove the concentrate juice container before cleaning. 4) Remove juice residue by running clean water through the pipes and using a special brush provided by the machines manufacturer. 5) Outside components should be removed, washed, rinsed, and sanitized and then placed back. 6) All cutlery, plates, glasses, chinaware, plastic trays and food containers should be pre-washed with cold water in the prewash compatment sink before being placed into the dishwash machine. 7) Prewashing takes place as per U.S.P.H procedures in order to remove heavy leftovers and in order to have better cleaning results from the dishwash machine. 8) Water drain covers should be removed and sanitized in order to prevent diseases that may occur from water concentration and food residue.
8 Mins
CLEANING OPERATIONS
Proper cleaning procedures of pantry machines and items:
1) FALSE - The Juice and Coffee machines inside the pantry should be cleaned on a daily basis to ensure good quality product.
2) TRUE - The 3 bucket system is used in order to wash, clean, and sanitize the conce ntrate juice machine.
CLEANING OPERATIONS
3) FALSE - You should remove the concentrate juicer container before cleaning.
4) TRUE - Remove juice residue by running clean water through the pipes and using a special brush provided by the machines manufacturer.
5) TRUE - Outside components should be removed, washed, rinsed, and sanitized and then placed back.
CLEANING OPERATIONS
6) FALSE - All cutlery, plates, glasses, chinaware, plastic trays and food containers should be pre-washed with hot water in the prewash compatment sink before being placed into the dishwash machine.
7) TRUE - Prewashing takes place as per U.S.P.H procedures in order to remove heavy leftovers and in order to have better cleaning results from the dishwash machine.
8) TRUE - Water drain covers should be removed and sanitized in order to prevent diseases that may occur from water concentration and food residue.
CLEANING OPERATIONS
Sanitizing the refrigerators is very important in order to prevent cross-contamination as well as for better cooling performance. Place in proper order the steps of cleaning the refrigerators: ?) ?) ?) Place items inside refrigarator using F.I.F.O. Remove all items inside the refrigerator. With the sanitizing bucket ONLY sanitize the inside and outside of the refrigerator as quickly as possible in order to maintain temperature on acceptable level. Sanitize the shelves and place them back. Sanitize the doors rubber insulators since food residue may be present. Remove all shelves from the refrigerator.
?) ?) ?)
3 Mins
CLEANING OPERATIONS
1) 2) Remove all items inside the refrigerator. Remove all shelves from the refrigerator.
3)
With the sanitizing bucket ONLY sanitize the inside and outside of the refrigerator as quickly as possible in order to maintain temperature on acceptable level.
Sanitize the shelves and place them back. Sanitize the doors rubber insulators since food residue may be present.
4) 5)
6)
After sanitizing place items inside refrigarator using F.I.F.O.
CLEANING OPERATIONS
Floors should be cleaned and sanitized regularly for cleaning as well as to prevent accidents from water residue. Identify the important considerations to make when cleaning the floors.
CLEANING OPERATIONS
The important considerations to make when cleaning the floors: a) b) c) d) Mopping should take place after sweeping the floor. Place a Wet Floor safety sign before mopping the area in order to warn guests and crew that the operation is in process. If you have a large area to mop make sure to change water frequently fo r better results. The operation should be done properly and fast. The safety sign can be removed only when the floor is completely dry.
MASTER CLEANING SCHEDULE

Besides the service provided to the guests, in order to clean high standards of cleaning the HK Manager formulates a Master cleaning schedule for all Housekeeping areas. Using the below pantry cleaning schedule identify when and how cleaning in each pantry area is performed:
WHAT 1 2 3 4 5 6 7 8 9 10 11 12 Floors Hand wash sink Trash bins Coffee machines Juice machines Refrigerators Glasses Water drains Counters Cleaning materials lockers Ceilings Trolleys WHEN HOW

WHAT 1 2 3 4 5 6 7 8 9 10 11 12 Floors Hand wash sink Trash bins Coffee machines Juice machines Refrigerators Glasses Water drains Counters Cleaning materials lockers Ceilings Trolleys WHEN Daily Daily Daily Daily Daily Weekly Daily Weekly Daily Daily Weekly Daily Mop floor after sweeping 3- Bucket Method 3- Bucket Method Dismantle and sanitize external parts Dismantle and sanitize internal parts, and juice pipes Remove all items and sanitize inside and out Prewash and place to dishwash machine Remove covers, wash sink and sanitize Use ecolab "Virkon" to disinfect Ensure that all cleaning materials are placed accorndigly. Any damaged item must be removed and replaced 3-Bucket method Use ecolab "Virkon" to disinfect HOW

INSPECTIONS At the end of each cruise or before reaching American ports the Housekeeping Manager inpects pantries to ensure that the cleaning condition is up to the Vessels Sanitation program standards. A weekly schedule is performed including the staff responsible for cleaning the pantries. The cleaning is performed the previous night and inspected at the presence of the staff responsible for cleaning in order to take immediate corrective action when needed. What are the responsibilities of the Housekeeping Manager relating to the Master Cleaning schedule?

The Housekeeper Manager must ensure : The P.H regulations are followed by all staff.
Sanitation logs are neatly filled out, records are kept and updated daily.
He/she is available to advise relating to cleaning schedule problems that may arise.
CUTLERY
Cutlery is used in the room service pantry in order to accompany all Food orders and other food requirements placed in the guests cabins. Identify in which room service operations cutlery should be used. 1) 2) 3) 4) 5) V___TY __SK f_ r_ U I T b_ a_ S K e_ T R o_o _ M S e r_ v_i _c _e _ _ B R _e a_ k_ F a_ s_ t_ __BIN B_FF__ S__-_P _ OO_ _ERV___ SN___S
6)
__OM SE__ICE __NN__
3 Mins
CUTLERY
1) 2) Vanity Desk Fruit Basket
3)
4) 5) 6)
Room Service Breakfast

Cabin Buffet Set-up Room Service Snacks Room Service Dinner
CUTLERY
Cutlery preparation is done before service (mise en place) and in all cases they should be wrapped in white cotton napkin.
ROOM SERVICE MENU

The room service menu is primarily a selling aid. A menu is not only a very important marketing tool in that it tells guests about products and prices, but it also dictates many back-of-house management activities.
What are the 5 objectives of Costas Room service menus?
ROOM SERVICE MENU

5 Objectives of Costas Room Service Menus: 1. The menu must satisfy guests expectations. Guest satisfaction is very important for Costa. All menus must above all reflect the guests tastes and preferences. 2. The menu must attain marketing objectives. The menu provides guests needs at convenient locations and times and prices that they are willing and able to pay. 3. The menu helps achieve quality objectives. 4. The menu must be cost-effective. 5. The menu must be accurate.
ROOM SERVICE MENU

Identify the 5 items that a continental breakfast consists of.
ROOM SERVICE MENU

A Continental Breakfast consists of : 1) 2) 3) 4) 5) Croissants/Brioches Danish rolls Butter Preserves Coffee/Tea
ROOM SERVICE MENU

1) Breakfast is served from 7am to 10am (except on disembarkation day). 2) The breakfast tray is delivered by a Room Service Attendant or a Cabin Steward/ess (according to the number of deliveries). 3) Breakfast is always served to disembarking Guests. 4) Breakfast is served for Guests in transit. 5) When an urgent delivery occurs at the same time, breakfast can be delivered to the cabin 10 minutes after. 6) 7) 8) 9) Breakfast service is always free of charge. Food preparation is handled according to USPH regulations. Lunch and Dinner meals are always served to all Guests. Snacks on the snack menu are available with extra charge.
ROOM SERVICE MENU

1) TRUE - Breakfast is served from 7am to 10am (except on disembarkation day). 2) FALSE - The breakfast tray is delivered by a Room Service Attendant or a Waiter (according to the number of deliveries). 3) FALSE - Breakfast is usually not served to disembarking guests. In case though that there are less than 10 orders, the Room Service Supervisor instructs to deliver the orders and contacts the guests by phone to explain them we are exceptionally serving breakfast to them. In case that there are more than 10 orders the Room Service Supervisor explains politely by phone that breakfast is not served in the cabins and suggests them to go to the Buffet or the Dining Room. 4) TRUE - Breakfast is served for Guests in transit. 5) FALSE - When an urgent delivery occurs at the same time, breakfast can be delivered to the cabin 10 minutes ahead.
ROOM SERVICE MENU

6) TRUE - Breakfast service is always free of charge. 7) TRUE - Food preparation is handled according to USPH regulations.
8) FALSE - Lunch and Dinner meals are served only to Suite Guests.
9) TRUE - Snacks on the snack menu are available with extra charge.
ROOM SERVICE MENU

BEVERAGES The room service owns a selection of drinks. Drinks are on payment as per Room Service Menu information. Name the beverages included in the beverage service menu.
ROOM SERVICE MENU

The Beverage Service Menu includes: Coffees Fruit juices Soft drinks
Wines
Sparkling wine and champagne properly served with ice bucket
ROOM SERVICE MENU

Based on your judgment, rank the room service elements by their importance with number 5 as most important and 1 as least important: ELEMENT 1 2 3 4 5 6 7 8 Prompt answering of telephone when guests are calling Attention to detail of all guests' orders Quick delivery of all orders Items are of correct temperature Food presentation up to the standards Courtesy when delivering orders Prompt removal of trays and equipment when guests are finished with their meal Strict adherence to rules of safety relating to equipment and accident prevention 5 4 3 2 1
Note to trainer : Open discussion emphasizing the importance of each element and give examples.
ROOM SERVICE MENU

ELEMENT 1 2 3 4 5 6 7 8 Prompt answering of telephone when guests are calling Attention to detail of all guests' orders Quick delivery of all orders Items are of correct temperature Food presentation up to the standards Courtesy when delivering orders Prompt removal of trays and equipment when guests are finished with their meal Strict adherence to rules of safety relating to equipment and accident prevention 5 4 3 2 X X X X X X X X 1
BREAKFAST TRAY SETUP

Breakfast Room Service is the busiest room service operation. Room Service Attendants should complete preparation work during slow times or prior to the start of breakfast service to maximize efficiency. Identify the most important room service supplies needed for breakfast tray set-up and service.

1. 2. 3. 4. 5. Service trays Mobile tables Tablecloths Cloth napkins Paper napkins
6.
7. 8. 9.
Bread baskets
Placemats Coffee cups Saucers
10.
11.
Juice glasses
Cutlery

With standing orders for room service breakfast, trays should be laid the night before, placed in the pantry and covered with clean cloth. The layout of a breakfast tray involves the same procedure with few exceptions as when laying up a table for breakfast in the restaurant.
What are the 3 main differences between laying a breakfast tray and a table for service in the restaurant?
3 Mins

A tray cloth replaces a table cloth. Under plates are usually not placed due to space and to reduce weight. There is no table number nor vase on the tray (except in some cases a vase with a flower may be placed).
Identify the items placed on a breakfast tray:
2 3
8
6 7 5
10
6 Mins
1. 2. 3.
Tray cloth Milk Jug Individual Sugar
2 3
8
6 7 5
4.
Lemon slices
Croissants with plastic cover Breakfast Menu Tea spoon
10
5. 6. 7.
8.
9. 10.
Tea cup with saucer

Butter and Marmelade Fruit Juice

Match the following breakfast tray items to the correct position.
ITEM 1 2 3 4 5 Tray cloth Milk jug Individual sugar sachets Lemon slices Main plate with cover Upper right Upper left
POSITION
On top of saucer cup On top of main plate cover On top of main plate cover
6
7 8 9 10
6 Mins
Room service menu

Tea spoon Coffee/Tea cup with saucer Butter and marmelade Fruit juice
Middle center
Lower left Cover breakfast tray Center right Center left

ITEM
1 2 3 4 5 Tray cloth Milk jug Individual sugar sachets Lemon slices Main plate with cover Cover breakfast tray Upper left Center left On top of main plate cover Lower left
POSITION
6
7 8 9 10
Room service menu

Tea spoon Coffee/Tea cup with saucer Butter and marmelade Fruit juice
On top of main plate cover

On top of saucer cup Upper right Center right Middle center

Identify 2 major reasons why the positioning of items on the tray is very important.

1. 2. Items should be placed properly for easy access and handing to the Guests, ie beverage and breakfast cup, saucer and teaspoon are placed towards the top center of the tray. Items should be placed in such a way in order to maintain balance of the tray while carrying it and for pouring beverages.
Cabin setup practical
BREAKFAST TRAY SETUP: PRACTICAL

OBJECTIVE: Show practically an understanding of breakfast tray set-up and delivery to Guest cabin.
1 Hour
FRUIT BASKET
Fruit baskets are refreshed daily, and are not delivered to the Guests unless required with a Company instruction or authorized by the Hotel Director. With the indicative help of the following picture describe how a fruit basket is set-up.
3 Mins
FRUIT BASKET
The fruit basket is set-up following these considerations: A paper napkin showing logo is placed at the bottom of the basket; The fruits are properly washed as per USPH regulations; The fruits are not covered (only sliced fruits are covered with food film); 1 dessert plate per Guest, 1 knife per Guest (wrapped in paper napkin); 1 tea spoon per Guest (when kiwi fruit is in the basket);
TABLE SET-UP
With the indicative help of the following picture identify the items placed for table set-up.
5 Mins
TABLE SET-UP
Plates Cutlery
Glasses
Tea cups and saucers Napkins A plate with small bowls of jams
Individual sugars: white, brown and

Milk jug A pot with fresh flowers
diet
BIRTHDAY PACKAGE
With the indicative help of the following picture identify the items included in the Birthday Package.
5 Mins
BIRTHDAY PACKAGE
Birthday Cake Birthday Card Bottle of Prosecco with flute glasses Dessert forks Dessert plates 1 knife Paper napkins with Costa logo
MINIBAR OPERATIONS
Identify the top 7 functions of the room service staff relating to mini bar operations.
4 Mins
MINIBAR OPERATIONS
1. 2. 3. 4. 5. 6. 7. Provide the drinks to the cabin stewards. Manage the stock of the mini bars. Make inventory of the mini bars stocks weekly. Print the guests checks. Control expiration dates. Control cleaning of the mini bars. Check breakage.
MINIBAR OPERATIONS
Identify the items placed inside the mini bar.
3 Mins
MINIBAR OPERATIONS
Prosecco 20 cl Cognac VSOP 5 cl
Whisky 5 cl
Gin 5 cl Vodka 5 cl Rum 5 cl
Soft Drinks
Red Bull Beer Carlsberg Mineral Water l.
Snacks
MINIBAR OPERATIONS
Match the following mini bar items to their correct positions inside the refrigerator.
POSITION 1 2 3 4 5 6 7 8 9 10 11 5 Mins Upper shelf Lower left shelf Lower middle shelf at the back Lower middle shelf in the front Lower middle right Lower right shelf Lower door shelf Left Upper Door shelf Left Lower door shelf Right Upper Door shelf Right Lower door shelf Center A B C D E F G H I J K Soft drinks
ITEM Mineral water lt Cognac VSOP 5 cl Snacks Gin 5 cl Rum 5 cl Vodka 5 cl Prosecco 20 cl Beer Whisky 5 cl Red Bull
MINIBAR OPERATIONS
POSITION ITEM
1
2 3 4
Upper shelf
Lower left shelf Lower middle shelf at the back Lower middle shelf in the front
D
A K H
Snacks
Soft drinks Red Bull Prosecco 20 cl
5
6 7 8 9 10 11
Lower middle right

Lower right shelf Lower door shelf Left Upper Door shelf Left Lower door shelf Right Upper Door shelf Right Lower door shelf Center
I
B J G F E C
Beer
Mineral water lt Whisky 5 cl Vodka 5 cl Rum 5 cl Gin 5 cl Cognac VSOP 5 cl
FLOWER DELIVERY IN PUBLIC AREAS

The Housekeeping Department partakes in the beautification of the public areas through flower arrangements. What do you think are the reponsibilities of the Housekeeping Staff with regard to flower arrangements?
FLOWER DELIVERY IN PUBLIC AREAS

The Housekeeping staff are responsible for:
1)
2) 3) 4) 5)
Picking up the flower boxes by the crew gangway.

Distributing flowers throughout the public areas and cabins by kind and as per instructions o f the HK Manager and the ships interior design specifications. Changing flowers at the end of each cruise (according to the cruise duration) Watering flowers in the public areas and cabins. Removing any faded flowers.
FLOWER ARRANGEMENTS IN PUBLIC AREAS

Identify the public areas onboard the Costa vessels in which we do flower arrangements: 1) 2) 3) 4) 5) 6) 7) 8) 9) I N _ _ _ _ _ T I O N O_ _ I C E _X_U___ON ____CE _TR__M ___PEL __RS _OUN___ _P_ __Y R___AUR__T M__TE_S O_____
5 Mins
FLOWER ARRANGEMENTS IN PUBLIC AREAS
1)
INFORMATION OFFICE
2)
3) 4) 5) 6) 7) 8) 9)
EXCURSION OFFICE
ATRIUM CHAPEL BARS LOUNGES SPA PAY RESTAURANT MASTERS OFFICE
ONSOLIDATION
Ready for Excellence

1) Which of the following tasks does NOT form part of Room Service primary functions? a. Food and Beverages b. Assistance in cabin service c. Laundry delivery service 2) Which of the following equipment is NOT found in the pantry? a. Open gas rings b. Amenities lockers c. Gueridon trolleys 3) Why is the pantry divided between dirty and clean areas? a. For aesthetic purposes b. So as not to confuse the staff c. To prevent cross-contamination

4) Which Ecolab chemical should you use to disinfect the counters and trolleys? a. Virkon
b. Vikron
c. Kivron 5) What should you use to wrap cutlery with? a. Napkin with Costa logo b. Paper napkin c. White cotton napkin 6) Which of the following does NOT form part of a continental breakfast? a. Preserves and Brioches b. Juice and Lime slices c. Croissants and Coffee

7) Where on the breakfast tray should you position the sugar sachets? a. Lower left
b. Upper right
c. Center left 8) When should you place the tea spoon in the fruit basket? a. Only when kiwi fruit is served b. At all times c. Never 9) Which of the following items does NOT form part of the birthday package set-up? a. 1 knife per dessert plate b. Bottle of Prosecco c. Paper napkins with Costa logo

10) Which mini bar item can you find on the lower middle right? a. Mineral water
b. Beer
c. Cognac
1) c. Laundry delivery service

2) b. Amenities lockers 3) c. To prevent cross-contamination 4) a. Virkon 5) c. White cotton napkin 6) b. Juice and Lime slices 7) c. Center left 8) a. Only when kiwi fruit is served 9) a. 1 knife per dessert plate 10) b. Beer
OBJECTIVE: Show practically an understanding of the 360 process of Room Service concerning the
Pantries.
2 Hours

Pantry

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READY FOR EXCELLENCE PROGRAMME

READY FOR EXCELLENCE HOUSEKEEPING

Ready for Excellence

ROOM SERVICE: PANTRY

SUB TOPIC STAGES Pantry Layout and Function

Room Service: Pantry

ROOM SERVICE: PANTRY

At the end of this session you will be able to:

ROOM SERVICE: PANTRY

PANTRY LAYOUT AND FUNCTION

ROOM SERVICE: PANTRY

PANTRY LAYOUT AND FUNCTION

ROOM SERVICE: PANTRY

PANTRY LAYOUT AND FUNCTION

ROOM SERVICE: PANTRY

PANTRY LAYOUT AND FUNCTION

ROOM SERVICE: PANTRY

PANTRY LAYOUT AND FUNCTION

1) Hand wash sink located for easy

2) Food and beverage equipment

3) Pantry areas are divided between

ROOM SERVICE: PANTRY

PANTRY LAYOUT STANDARDS

6) Heavy duty multi-purpose room service trolleys are readily available.

ROOM SERVICE: PANTRY

ROOM SERVICE: PANTRY

ROOM SERVICE: PANTRY

ROOM SERVICE: PANTRY

ROOM SERVICE: PANTRY

ROOM SERVICE: PANTRY

After sanitizing place items inside refrigarator using F.I.F.O.

ROOM SERVICE: PANTRY

ROOM SERVICE: PANTRY

ROOM SERVICE: PANTRY

MASTER CLEANING SCHEDULE

ROOM SERVICE: PANTRY

MASTER CLEANING SCHEDULE

ROOM SERVICE: PANTRY

MASTER CLEANING SCHEDULE

ROOM SERVICE: PANTRY

MASTER CLEANING SCHEDULE

ROOM SERVICE: PANTRY

__OM SE__ICE __NN__

ROOM SERVICE: PANTRY

Room Service Breakfast

ROOM SERVICE: PANTRY

ROOM SERVICE: PANTRY

ROOM SERVICE MENU

What are the 5 objectives of Costas Room service menus?

ROOM SERVICE: PANTRY

ROOM SERVICE MENU

ROOM SERVICE: PANTRY

ROOM SERVICE MENU

ROOM SERVICE: PANTRY

ROOM SERVICE MENU

ROOM SERVICE: PANTRY

ROOM SERVICE MENU

ROOM SERVICE: PANTRY

ROOM SERVICE MENU

ROOM SERVICE: PANTRY

ROOM SERVICE MENU

ROOM SERVICE: PANTRY

ROOM SERVICE MENU

OM SEICE NN