2. There are several ways to order for a room service:
1) It may be collected by different people in the
establishment;
2) It may be taken by a porter who escorts the guest;
3) It may be given to the housekeeping attendants to
perform turn down services;
4) The guest may also have it delivered to the
reception desk;
5) The guest may also have direct call to the
restaurant or food service department of the hotel.
3. Telephone Calls
• Some food and beverage orders may also be taken
through telephone calls.
• This may also include table reservations.
• Some of the important supplies needed for taking orders
through telephone:
1) Telephone
2) Calendar
3) Clock
4) Pen or pencil
5) Order slip
6) Menu
4. Guidelines for taking orders through
telephone call:
1. Immediately answer the telephone and ask the
guest's concern.
2. Ask the guest's name and room number.
3. Address the guest using his/her name.
4. Listen to what the guest wants.
5. Take the guest's order using notepad.
6. For room service, inform the guest about the
preparation time of his/her order. If table
reservation, inform the guest with the scheduled
time and table assignment.
5. 7. Repeat order.
8. Confirm details.
9. End of conversation.
10. Inform the concerned personnel.
6. Advising the Expected Service Time
• The guest may specify a delivery time.
• Immediately inform the guest if the order can be
delivered at the time he/ she requested.
• The estimation of service time is dependent on
different factors such as the cooking and
assembly time, the distance of the service point
• and the time of the day.
• Before the end of the call, reiterate the expected
service time.
• It is important to remain hospitable and warm
when dealing with the guest.
7. Room Service Orders
• When the room service order has been placed, the
staff must ensure proper documentation of the
order.
• Order can be handwritten or punched directly to
the POS System wherein the order can be
automatically transferred to the concerned
department.
8. Among the information that the room service order
form contains are the following:
1. Date
2. Name of guest
3. Time when the order was taken, and the name of
the server who took the order
4. Date and expected delivery of service
5. Location of Delivery
6. Ordered food items
7. Special request and food specifications
8. Number of table cloths and napkins
9. Number of crockery of cutlery.
9. Room Service Orders From Doorknob Dockets
• The guest may also place his/ her order through a
doorknob docket.
• It provides convenience when the guest lacks time
to call for the order. The guest just needs to mark
the items in the doorknob to order.
• The doorknob dockets for breakfast are usually
collected night before and there is a cut-off time.
• It can be collected by any hotel personnel.
10. Order Transfer
The Room Service order can be automatically
transferred to the service area and printed out or
can be written by the room service attendant on the
manual system. Manually, the room service
attendant must:
1) Hand the docket directly to the person
responsible. It must not be left anywhere.
2) Explain the order thoroughly for preparation to
the service area attendant.
11. 3) Communicate special request to ensure the details
to:
• Head waiter determines if the request can be
accommodated.
• Head chef is responsible for the request related to
food and its preparation.
• Bar manager or nominated bar attendant clarifies
beverage orders.
12. The Room Service order must be transferred to
the appropriate location for preparation:
1. Wine store or service bar
2. Kitchen
3. Conceirge
4. Housekeeping Department
5. Sales and Marketing Area
6. Butler or Valet Service
