This document outlines the key elements of providing room service in a hotel, including taking and processing room service orders, preparing equipment and food items, delivering orders to guest rooms, presenting bills to guests, clearing used items, and maintaining readiness of the room service area. The 6 main elements covered are: 1) taking and processing orders, 2) preparing for service, 3) providing service, 4) presenting accounts, 5) clearing items, and 6) maintaining readiness. Various procedures within each element are described in detail over 43 slides.

1. PROVIDE ROOM SERVICE
D1.HBS.CL5.13
Slide 1

2. Subject Elements
1. Take and process room service orders
2. Prepare for room service
3. Prepare for room service
4. Present room service accounts
5. Clear room service
6. Maintain readiness of room service
Slide 2

3. Assessment
Assessment for this unit may include:
 Oral questions
 Written questions
 Work projects
 Observation of practical skills
 Practical exercises
Slide 3

4. Element 1: Take and process room
service orders
Slide 4

5. Room Service
Definition
 The provision of food and beverage service in a guest
room or suite
 Other names - In-room dining, in-suite dining
Slide 5

6. Room Service
 The problems of running a room service section
 Why do Hotels offer room service?
Slide 6

7. Organisational Chart
Room Service
Manager
Food & Beverage
Manager
Shift Supervisors
or
Captains
Minibar
restockers
Orders received
Night Shift service
Waiters &
Chef
Service Staff,
Waiters
& Chefs
Slide 7

8. Room Service Staff
Skills of the room service staff:
 Discretion
 Diplomacy
 Honesty
 Perception
 Ability to communicate
 Local knowledge
 Skills
Slide 8

9. Types of room service available
 24 hour room service
 Breakfast only
 “Do it yourself” Breakfast
 Tea and Coffee making facilities
 Meal period service only
 A limited service, ordered through the Restaurant
 Mini Bar
Slide 9

10. How a guest orders room service:
 Written
 Phone
 Computer system
Taking Orders and Recording them
Slide 10

11. Selling
 Increased sales can be achieved through the use of
selling techniques
 Suggestive selling [food knowledge] promote specials,
suggest extras such as salads or desserts
Slide 11

12. Confirming the order
 Check the name and room number are correct
 Clarify details, the number of serves, where is service
taking place, what the order is and what equipment is
needed
 Advise guests on dietary needs, if food items have
peanuts or meat stock or other items which may cause
allergies
 Confirm timing and delivery instructions
Slide 12

13. Recording the order
 Enter the order into the Hotel’s system
 Accuracy
 Information needed
Slide 13

14. An Order form should have
 Date/Docket Number
 Name/Room number
 Time of order
 Time of delivery
 Location of delivery
 Special Requests
 What was ordered
 Any extras special requirements
 Who took the order
Slide 14

15. Pre orders
Slide 15
 Door Knob menus are designed for the guest to complete and
also include ancillary needs as well as time and location
 Door Knob menus need to be collected and collated

16. Order distribution
Distribute the order to the service areas for preparation
 Kitchen
 Main Kitchen
 Cold larder
 Dessert
 Bakery
 Wine store
 Bar
 Room service dry store
 Equipment store
 Ancillary store
Slide 16

17. Element 2: Prepare for room
service
Slide 17

18. Prepare for room service
For the room service area to function successfully, the
area must be set up and equipped with the necessary food
and beverage items
 Portion Pack items
 Food
 Beverage
 Loose stores, coffee beans, bread rolls
 Dairy items
Slide 18

19. Prepare room service equipment
Distribution system
for multi – tray
trolleys
 Tray covers
 Cutlery
 Crockery
 Glassware
 Beverage service pots etc
 Room Service Trolley
Slide 19

20. Set up trays and trolleys
The equipment found on individual trays should match the
needs of the particular order.
Basic set up for dinner
Slide 20
vase
condiments
glass
Bread
Ice Bucket
Butter

21. Preparation and setup
When checking equipment for Room Service, check that it
is not:
 Damaged
 Unclean
 Unsafe
Slide 21

22. Collecting the food and beverage
order
 Check the item against the guests order
 Hot food in a heated container
 Cold food in a cold container
 Check any special requests
 Visual check
Slide 22

23. Element 3: Provide room service
Slide 23

24. Delivery of the order
When positioning items on the tray:
 Weight
 Height
 Balance
 Overcrowding
 Temperature
 Consider the location of hot items
Slide 24

25. Delivery of the order
 Check delivery route
 Timing
 Care to preserve the appearance
Slide 25

26. Entry into Guest room
 Knock and announce “Room Service”
 Hotel policy will dictate actions if the guest doesn’t
answer
 Verbal contact with guest social dialogue
Slide 26

27. Entry into Guest room
 Position tray or trolley in normal place
 There is usually a standard position in the room to
place the tray but the guest may want it somewhere
else
 Re arrange furniture
Slide 27

28. Position the tray or trolley
 Set the order
 Explain the Items to the guest
 Confirm special requests
 Equipment usage e.g. hot box
Slide 28

29. Serve the order
Food service:
 Maintain Restaurant standard
 Assemble dishes, add garnishes
 Explain where the tray is to be placed when the guest
has finished with it
Slide 29

30. Serve the order
Beverage service:
 Tall Bar
 Open and pour wine
 Hot Beverages
Slide 30

31. Element 4: Present Room service
accounts
Slide 31

32. Room service accounts
Method of payment
 Account documentation
Information included
 Room number
 Name
 Account type
 Delivery time /date
 List of items plus cost
 Total cost
 Receipt of order and method of payment
Slide 32

33. Room service accounts
Presenting the room service account
 Presenting the account
 Asking the guest to sign and confirm
 Payment options
Slide 33

34. Process room service payment
 Charge to Room account
 Cash
 Credit card or debit card
 Vouchers
Slide 34

35. Element 5: Clear Room Service
Slide 35

36. Remove the trays
 On request of guest
 During floor check
 Notification from other departments
 Check all items are returned
Slide 36

37. Clear room service
Return trays, trolleys and service items
 Unpacking the used items
 Remove disposable rubbish
 Distribute items to cleaning stations
 Store trays and trolleys
Slide 37

38. Ancillary duties
Room Service interaction with other departments.
 Housekeeping
 Porter
 Security
 Maintenance
Slide 38

39. Element 6: Maintain readiness of
Room Service
Slide 39

40. Maintain readiness of Room
Service
Cleaning Room Service Trolleys
 Cleaning process for trolleys
Hot Boxes
 Storage of Trolleys
 Maintenance of trolleys
Slide 40

41. Maintain readiness of Room
Service
 Cleaning Crockery and Cutlery and all other items used
in Room Service
 Cleaning Procedure
Slide 41

42. Maintain readiness of Room
Service
 Re stocking Items
 Equipment
 Stationery
 Linen
 Food and Beverage Items
Slide 42

43. Conclusion
Room service is an important part of providing a guest with service of
food and beverage in their accommodation suite and creating a
special experience for a guest.
In this unit we have explored all the steps involved in:
 Taking and processing room service orders
 Preparing trays ,trolleys and basic food and beverage items for
room service
 The transport of trays and trolleys to guest rooms
 How to process and present room service accounts
 Procedures for clearing room services items and the extra duties
that may occur in conjunction with clearing
 How to maintain readiness in the room service area for service
Slide 43