This document outlines the procedures for in-room dining (IRD) service, including taking food orders by phone, inputting orders into the computer system, preparing trays and trolleys, transporting and delivering orders to guest rooms, serving guests, and removing used items. It discusses key areas of the IRD department like the order taking office, preparation area, refrigerator, and trolley area. The document also notes that most hotel room service menus have a limited selection versus a full restaurant menu due to the extra costs involved in serving guests in their rooms.

1. 1. IRD CYCLE OF SERVICE,
SCHEDULING AND STAFFING
2. ROOM SERVICE MENU PLANNING
3. FORMS AND FORMATS
Food and beverages
Sem 2 - assignment 1

2.  IN ROOM-DINING SERVICE FLOW
•
ORDER TAKING
1. Answer the phone within 3 rings
2. Greet the guest
3. Listen to the guest’s order, collect
information, write it down and up selling
4. Repeat the order and Room No.
5. Thank guest for ordering and Inform the
guest for the approximate delivery time
6. Make sure you hang up the phone after
the guest had done so.

3. • KEY IN THE ORDER ON MICROS
9. Sign in the Micros
10. Press room no
11. Press No of guest
12. Press the items
13. Double check before print the bill
14. Print the bill, and the bill will be put in bill holder with Hotel pen,
make sure it clean and good condition.
15. Check with kitchen; make sure the kitchen receive the captain
order

4. • PREPARING TRAY
16. Trays are clean and good condition
17. Flower vases are cleaned and Flowers are fresh
18. Salt and Pepper shakers are cleaned and working well
19. Chop sticks and cover are good condition ( if applicable or only for local
guest )
20. Cutleries are cleaned and prepare according to food ordered and No of
guest
21. All the napkin are folded right shape and well pressed
22. Prepare sauce and condiments with cover
23. Prepare bread, butter ensure butter and jams are sealed and up to date
24. BB plate and butter knife are cleaned and good condition
25. Placemat is clean and well pressed
26. Ensure food cover is clean
27. Ensure bread basket is clean and in good condition
28. Ensure removal card is clean and good condition

5. • prepare the beverage
29. If bottle of water is not ordered, complimentary of water is
prepared accordingly
30. Ensure all drinks serve with garnish, cleaned glass, straw,
stirrer, and right order with bar print out
31. Soft drink and Juice must accompany ice onside
32. All drink must serve with glass cover
Prepare the Food
33. Get all cold food first before hot food, except ice cream must
pick up at last
34. Check the correct food item, correct Chinaware and clean,
Garnish, ingredient with the captain order / kitchen print
35. Ensure that the cold food is bellow 5 oC and hot food is above
60 oC
36. Make sure all the food must covered

6. • prepare Trolley
37. Ensure trolley is clean and good condition.
38. Turn on the electric warmer.
39. Flower vases are cleaned and Flowers are fresh
40. Salt and Pepper shakers are cleaned and working well
41. Cutleries are cleaned and prepare according to food ordered
and No of guest
42. Chop sticks and cover are good condition ( if applicable or only
for local guest )
43. All the napkin are folded right shape and well pressed
44. Prepare sauce and condiments with cover
45. Prepare bread, butter ensure butter and jams are sealed and
up to date
46. BB plate and butter knife are cleaned and good condition
47. Table cloth is clean and well pressed
48. Ensure food cover is clean
49. Ensure bread basket is clean
50. Ensure the removal card is clean and good condition
51. Double check any missing before to transport.

7. • TRANSPORTING
Trolley Service:
62. Push the trolley with both hands gently from Private Dining area
, when reach to any door
Always pull not push avoid accident.
63. Use the service elevators for guest room dining delivery
64. When loading the trolley always pull; never push the trolley over
the elevator avoid accident
a. After loading the trolley into the lift cabin, release the stop
button to normal operation and then press the floor
number of the room to be served
b. When the lift door opens, push the stop button, turn your
back against the door, step back slowly and pull the trolley with both
hands and be aware of the floor level is some time different from the
service lift .
c. After wheeling the trolley out of the lift, release the stop
button to normal operation
d. Make sure that you are on the right floor while proceeding
to the guest room
e. Check the room number on the guest check

8. • SERVING IN GUEST ROOM
Enter Guest’s Room
65. Knock firmly three times on the guest’s door (Door bell )
a. Announce yourself
b. Speak quietly, especially in the early morning hours or late at night.
c. Wait 10 seconds for guest to respond.
d. If there is no response then press the door bell gain and wait.
e. If there is still no answer, use the floor pantry phone to call Private
Dining to check the room number.
66. If guest is in, wait until guest opens the door and be prepared to call the
guest by name ["Good morning (afternoon/evening), Mr. Michiel "].
67. Introduce yourself: “Good morning Mr. Michiel. My name is Hien, this is
your breakfast order/lunch or dinner. May I enter and serve your breakfast.”
68. Hand the guest the newspaper (if applicable) as the guest is greeted.
69. Use door stops if necessary to keep the door open while wheeling in a
table.
70. Enter carefully with your tray or trolley, do not let the door slam

9. • Serving Food in the Guest Room
71. Place the table and tray in the predetermined area unless
otherwise specified by the guest.
72. You should always ask “Where may I setup your order Mr.
Michiel?”
73. Do not setup the tray, table and chair facing the wall.
74. Place the setting toward the TV if the guest is watching TV, or
toward the window view.
75. Carefully open the second flap on the table and rearrange the
place settings.
76. Help the guest move any furniture, if necessary, to
accommodate the chair at the place settings.
77. If order is delivered with a tray it should always be set up off the
tray and the tray left in the room for ease of removal.

10. • Tray &Trolley Removal
84. A checklist of meals delivered to the guestrooms must be checked often to make
sure trays and trolleys are collected after delivery.
85. The Private Dining associate must check the floor corridors regularly in case guest
has put the tray or trolley outside the room.
86. If the guest calls for removal the tray or trolley, the tray or trolley to be remove within
15 minutes after the guest call.
87. Before entering the guestroom, knock the door firmly first then greet the guest in a
proper tone:
88. Knock firmly three times on the guest’s door
1. Announce yourself, “Good morning/Afternoon/Evening, Private Dining”.
2. Speak quietly
3. Wait 10 seconds for guest to respond.
4. If there is no response then knock again and wait.
89. Greeting guest SAY: Good morning Mr. Michiel, May I enter your room and collect
the tray/ trolley
90. Ask guest for food satisfaction SAY: Mr.Michiel how was your Breakfast /Lunch /
Dinner ?
91. Pick up the tray or trolley carefully from the guestroom and try not to disturb the
guest.
92. Before leaving the room, thank guest and wishing guest have nice day SAY: “Thank
Mr. Michiel, have a nice day”
93. Close the door carefully do not slam the door

11.  SCHEDUING AND STAFFING

12.  ROOM SERVICE MENU PLANNING
• Majority of the lodging properties provide
their guest with the opportunity to order and enjoy
food in the privacy of their own rooms. It is one of
the most popular types of food service and
also very expensive for the hotel to provide this
type of service, because of the fact that a great
deal of time and cost is involved in serving
customers in their rooms, particularly if a full meal
service is offered, for this reason, most hotels only
offer room service with a limited menu selection
instead of the full menu choice

13. • There IRD menu offered is normally a mix of items served in
the hotels coffee shop or any other speciality restaurant. The
ordered food or beverage reaches the guest room either in a
tray or on a room service trolley. The soiled cutlery and
crockery are cleared from the room after either the guest calls
up the Room Service and asks them to do so or the steward
checks with the guest at the time of serving the order. This
type of service is preferred by the guests who do not want to
visit the restaurant or any other outlet for having his meals.
• The Room Service is often situated next to the kitchen and
with easy access to the service elevator. In this way, hot
preparations can be served as fast as possible

14. . Inside the room service department, the
following main areas or sections are found;
Also, find below diagram which represents
the standard layout of Room Service or In-
room Dining Department
• IRD Manager Cabin
• Order Taking Office/ Desk
• Order Preparation or Tray setup area
• Working station
• Toaster
• Sink
• Coffee / Tea machine
• Products shelves (cereals, sugar,
costers, liners straws etc.)
• Tray shelf
• Trolly Area
• Refrigerator

16.  FORMS AND FORMATS

17. THANK YOU
DONE BY
KAREEB
ABISHEK
ANAND