Inn Room Dining Service is one of the guest dining service facilities outside the restaurant area; can be in the room (room service), in the lobby room, pool area, garden area, and other public areas. The existence of the IRDS Department is able to extend the length of stay of guests in hotels, which of course will increase revenue for the hotel industry, even in hospitals.

1. IN ROOM
DINING
SERVICE

2. INTRODUCTION
1. Room Service (in-Room Dining Service) :
bagian dari fasilitas hotel berfungsi u/ melayani
kebutuhan makan dan minum tamu (menginap
atau tidak) di dalam kamar atau tempat lain
disekitar hotel.
2. Fungsi Room Service
- fasilitas pelengkap bagi Tamu untuk dapat tinggal
lebih lama
- meningkatkan pendapatan (revenue) dan
- memposisikan status (bintang) Hotel

3. In Room Dinning Service

4. KARAKTERISTIK ROOM SERVICE
Karakteristik Pelayanannya :
- penerimaan pesanan o/ Room Service Operator
(Order Taker)
- menggunakan menu khusus Door Knob Menu
- jam operasional 24 jam, melayani 6 kesempatan/
waktu makan
- makanan dikirim bersama peralatan dan tanda
pembayaran ke kamar/ruang/tempat yang
dikehendaki tamu.
- pembayaran melalui “front office cashier”

5. Door Knob
Menu

6. Room Service Organization
Chart
RS Head Waiter
(Manager)
RS Captain
RS Operator
(Order Taker)
RS Waiter/s
RS Captain
Night Duties

7. Guest call by phone

8. Room Service
Communication System

9. Room Service Location

10. Room Service Materials &
Equipment
1. Room Service Materials
- Chinaware, Tableware, & Glassware
2. Room Service Equipment
- Food Cover, Plate Cover
- Large Tray : Rectangular & Round
- Thermos, Food Warmer/Burner/Sterno
- Car/Mobile Trolley, Folding Table Trolley
3. Guest Supplies
- Tea bag, Coffee Sachet, Sugar &Cream Sachet
- Salt & Pepper Sachet, Chili & Tomato Sachet
- Plastic Wrap, Aluminum Foil, Paper Doily
- Drink Coaster, Straw, Paper Napkin, Tooth Pick
- Guest Napkin

12. Room Service Mise-en Place
1. Order Taker : Food & Beverage List, Order Book, Guest
Check, Telephone, Guest List, Stationaries.
2. Waiter/ss : Service Materials & Equipment
Lay-out for Tray Set-up (Basic or A’la Carte Cover)
Tea Cup
Plate CoverDinner Knife
Dinner fork
& Tea spoon

13. Order Taking Procedures

14. Information for Order Taker
1. Product Knowledge
- penjelasan produk, menu special, dan jumlah porsinya
2. Order Clarification
- ‘degree of cooking’ atau ‘accompaniment’
3. Call Back
- sebaiknya dihindari, jika terpaksa lakukan dengan segera
hanya u/ hal-hal penting saja; spt hidangan yg dipesan habis
atau lupa ‘order clarification’.
4. Pre Orders “order now serve later”
prinsip yg diingat agar lebih teliti dalam menerima pesanan.
5. Timing the Check
pertimbangkan jumlah waktu u/ persiapan, pengolahan,
‘rush hours service’, tenaga pengirim, & hambatan fasilitas.

15. ‘Telephone Courtesy’
• Jawablah telpon dengan cepat dan tepat
• konsentrasi pada pembicaraan
• berbicara dengan menyenangkan
• berbicara dengan jelas
• berbicara langsung kepada tujuan
• berbicara tidak tergesa-gesa
• bersikap menolong
• menyapa tamu dengan namanya
• meminta maaf untuk kesalahan dan keterlambatan
• mengucapkan terimakasih sebelum mengucapkan
selamat tinggal

16. Handling the Order
Procedures

17. Ready for Delivery

18. Delivery Procedures

19. Where should I put your order, Madam/Sir ?

20. Clearing-up Procedures

21. Useful Expressions in
Room Service (Dialogue)
O.Taker: Goodafternoon/evening,roomservice,
Soniaspeaking,MayI helpyou?
O.Taker: MayI knowyourroomnumberplease.
O.Taker: Alright,Sir!Whatwouldyouliketo haveforyourappetizer/
soup/maincourse/dessert?Todaywehavechoicesof ………….!
Forappt./soup/maincourse/dessertwe havechoicesof ……?
O.Taker: Wouldyou pleaselookat our menuinyourroom,Sir/Mdm?
O.Take : ExcusemeSir/Mdmcouldyou repeatit please?
(I’msorrySir/Mdmtodaywedon’thaveany…………)
I’msorrythe………………..issoldout.
O.Taker: Howwouldyoulikeyoursteak,Sir!Rare,Medium,or Welldone.
O.Taker: AlrightMr./Ms/…………..mayI repeatyourorder?
Yourorderis………?IsthereanythingelseSir/Mdm?
O.Taker: AlrightMr./Ms………Whattimeyourlunch/dinnershouldbe
deliveredto yourroom?(Forwhattime, Sir/Mdm)

23. Useful Expressions in Room
Service Delivery (Dialogue)
Waiter : (tink……..tonk…)……RoomService….?
Waiter : MayI cameinMadam/Sir?
WhereshouldI putyourorder,Madam/Sir?
ShouldI set-upyourlunch/dinner?
Waiter : Signplease?
Waiter : I willclear-upinonehourafternow,or youcancallroomservice office.(I willbe backforclearup
yourlunch/dinnerinone hour!)
Waiter : If you needsomethingpleasecallme.Wouldyoupleasedial ……… for……….
Waiter : Pleaseenjoyyourlunch!!!
Waiter : Goodafternoon,haveyou finishedyourlunch?
Waiter : MayI clear-upyourlunch/dinner. Howaboutyourbreakfast/
lunch/dinner?
(Ihopeyou enjoyyourB’fast/Lunch/Dinner)

24. May I clear-up your dinner?!?

25. Room Service Record & Control
1. Room Service Form
a. Order Book : mencatat pesanan tamu (3 copy)
b. Menu (Food List) : pedoman tamu pilih makanan
c. Beverage & Wine List : pedoman tamu pilih minuman
d. Daily Guest List : mengetahui tamu yg menginap
e. Guest Slip : sumber data tamu yg menginap
f. Requisition Form : permintaan harian ke store
2. Room Service Report
a. Log Book : laporan operasional tiap shift
b. Waiter Individual Card : laporan aktivitas waiter
c. RS Equip. Control Sheet : pedoman clear-up bagi waiter
d. Room Service Tent Card : informasi clear-up bagi tamu
e. Collection Returned Form : merekap aktivitas waiter
f. Room Service Sales Report : laporan penjualan per-shift

26. DATE ROOM NO. TIME SERVER HOUSEKEEPING
Feb 26 08 322 07.00 Ronny Siti
Qtty I T E M Qtty E Q U I P M E N T REMARK
1 Orange Juice 2 Juice Glass V
1 Tomato Juice
2 Nasi Goreng Spesial 2 Dinner Plate, Spoon & Fork V
1 Bubur Ayam 1 Cereal Bowl, underliner, dessert spoon V
2 Tea 3 Tea Cup, Saucer, tea spoon 1 spoon (lost)
1 Coffee 1 Tea Pot, Coffee Pot V
1 Tray.Place Mats V
2 Plate Cover V
3 Guest Napkin V
1 Flower vas V
PICK-UP TIME B Y : CAPTAIN HOUSEKEEPING
08.15 Budi Donny Yanti

27. DATE ROOM NO. TIME SERVER HOUSEKEEPING
Feb 26 08 322 07.00 Ronny Siti
Qtty I T E M Qtty E Q U I P M E N T REMARK
2 Tempe Mendoan 2 Dessert Plate & Fork
2 Sup Ayam Jamur 2 Soup Cup/Saucer/Spoon
2 Gurame Goreng Acar Kuning 2 Dinner Plate, Fish Knife & Fork
2 Sup Buah 2 Compote Bowl & Tea Spoon
1 Tray.Place Mats
1 Plate Cover
1 Guest Napkin
PICK-UP TIME B Y : CAPTAIN HOUSEKEEPING
08.15 Budi Donny Yanti

28. ROOM SERVICE INDIVIDUAL CARD ROOM SERVICECOLLECTIONRETURNEDFORM
WAITER: RECORDOFTABLE/TRAYRETURNED DATE: SERVEDANDRETURNED
…………………….. ………………………
CHECKNO ROOM NO TIMEOF NO.OF TIMEFOR WAITER NO ROOM NO TIME TIME
DELIVERY TRAY/ TABLE CLEAR-UP DELIVERED RETURNED

29. ROOM SERVICE ORDER FORM
DATE ROOM NO OF WAITER NO TIME OF CHECK NO
NO : PERSON SERVING
QUANTITY I T E M

30. Captain’s Report Form
Date : Captain in Charge:
Shitft :
No. Room No. Time Delivery Server : Pick-up time Server : Remarks

31. Hal-hal Penting Bagi
RoomService Supervisor
Kegiatan Room Service sangat sulit dikontrol, maka dituntut :
1. Mise-en place (persiapan) yg lengkap,
2. Service Staff yg cekatan dan trampil,
3. Order Taker yg penuh inisiatif dan teliti dalam bekerja
4. Penjelasan rincian order kpd service staff sebelum ke dapur.
5. Periksa setiap pesanan sebelum dibawa ke kamar tamu :
- set-up sudah betul & lengkap dg lay-out yg tepat?
- hidangan sesuai pesanan berikut pelengkapnya?
- apakah peralatan yg digunakan bersih dan tepat fungsi?
- kondisi hidangan sesuai suhu standar?
- penataan sudah dilengkapi ‘food cover’ atau ‘plastic wrap’
- guest bill yg dibawa sudah di ‘charge’ dg harga yg tepat?
- tray dilengkapi ‘tent card’ dan ‘form’ clear-up
- petugas dg uniform lengkap dan rapih.