Q3-WEEK-2.docx

Q3-WEEK-2.docx

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  FOOD & BEVERAGE SERVICES Quarter3 WEEK 2 PROVIDE ROOM SERVICE (RS) LO 3. Present and Serve Food and Beverage Orders to Guests LO 4. Present Room Service Account LO 5. Clear Away Room Service Equipment
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  PRETEST Direction. Write Tif the statement is correct and F if it is incorrect. Write your answers on the space provided before each number. 1. Once inside the room, leave the door open unless the guest orders you to close it. 2. Most room service orders are given by telephone. 3. Beverage items should be stored safely to reduce the risk of accidents and breakage. 4. Present the bill with a folder with figures faced down. 5. You may place the bill at the center of the table. RECAP In the previous lesson, you learned about Setting Up and Preparing trays and trolleys. Read each item below and complete the sentences by choosing the answers from the box. Write your answers on the space provided. Cover Spouts Guests Cold Kitchen Topmost Condiments Food Beverage 1. Salads are collected from the . 2. When setting up a tray trolley, the first room service order to be served should be placed on the layer of the tray trolley. 3. The of hot beverage pots or jugs should face inwards, to avoid spillages, which may cause scalding to the server or slippages on wet floors. 4. Ensure that the necessary are included in the set up. 5. The try and trolley set up will be depending on the number of and food and beverage items ordered. LESSON When you have completed setting up the tray or the trolley, it must be delivered safely to the right room. Before a room service order is transported, you should check it to make sure that:  Room service items that might stick out such as sharp edges of cutleries are taken care of.  Hot items such as sauces and beverages are properly covered.  The tray should be set properly and presented attractively.  All accessories and ornaments such as bud vases, placemats, and napkins, complimentary items are included. Carrying the Tray When orders are ready for delivery, items can now be carried through the following procedures. 1. Conduct a final visual check of the tray or the trolley. 2. Bend your knees near the counter or the table where the tray was set-up.
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  3. Slide thetray towards you. Be careful not to get out of balance 4. Lift the tray with your hand. Rest the tray on your shoulder to support the weight. If the tray is too heavy, you may use your other hand to help carry the load. 5. Deliver the food. Walk confidently and observe proper posture. Keep your back straight. Be careful not to bump into anyone. Some establishment may require the use of the service elevator when delivering room service orders. Transporting the Order The following are some tips on how to avoid accidents when delivering room service orders:  Always look where you are going. There might be some unexpected bumps ahead that you might miss that will cause you to drop the tray or spill the beverage all over the trolley.  Be careful when turning on hallways especially on sharp turns.  Handle the tray with steady hands. Most of the time, you will be carrying beverages which might spill when trays shake.  Observed establishment policy in using the service elevator.  Deliver the room service order as fast as possible. Avoid hallway talks and other distractions. Entering the Room After the tray or trolley has been prepared and all food and drinks have been loaded, the server proceeds to the guest room to deliver the Room Service Meal. Servers should proceed as quickly as possible in order to preserve the temperature and appearance of the food, but must walk cautiously and quietly in the guest room corridors and give way to the guests. When you have reached the room of the guest, the following procedures should be undertaken: 1. Confirm the room number by checking it against the order slip. 2. Check the door for a DO NOT DISTURB sign. If one is in place, look for a service area with a telephone and inform the guest of the food service ordered. 3. If no DND sign is seen, knock three (3) times and announce “Room Service.” 4. Wait for 5 to 10 seconds before knocking again. When guests open the door, greet the guest, introduce yourself and request permission to enter. Respect for a guest’s privacy is the primary considerationwhen entering the room so, never enter a room unless permission has been granted or wait until the guest invites you to come in. Setting Up the Order Upon entering the guest room, ask the guest where he/she would prefer the tray to be placed. Then, ask the guest whether he/she wants the food to be left on the tray or to set up on the table. The following are the guidelines when setting up the room service order:  Always ask the guest where they want the tray or the trolley to be placed.  Once identified place the tray in a safe position avoiding any chance of falling or being knocked over.  Trolley should be placed out of the way from the obvious traffic routes within the room.
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   Orders deliveredin small trays are usually left in the room. However, if oval trays are used, you should lay the orders on the table because the tray should be removed. When laying orders on the table, follow the procedures for the traditional table setting within the confines of available space.  Be careful not to spill anything when setting up.  Confirm the order to make sure that it is correct and complete. In an event of an incomplete order, make an effort to deliver the remaining items immediately.  When you have finished setting up, always offer extended service such as opening the curtains or pouring coffee. Presenting the Room Service Bill Guests commonly charge their room service bill to their room account or guest folio. However, guests may also choose to pay for their room service separately by cash or credit card. Follow establishment procedures when processing credit cards, vouchers or gift certificate. The following are the procedures for presenting the bill: 1. Be alert that the guest wants their bill 2. Do not present the bills until they are asked for. 3. When presenting the bill at the table, place it in front of the host (probably the person who asked for the bill) on a small plate from the right. Either the bill is folded so that the amount of the bill cannot be seen by other guests or it is served in a billfold that serves the same purpose. 4. If there is no inquisitive host, you may place the bill in the center of the table. 5. Don’t hover around waiting for your guests to pay; leave them alone to pay in their own time. 6. Inform the guest of the collection of soiled items. Guests can call the room service or the housekeeping department when they want the room service items to be cleared. 7. Offer extended service and leave the room. Once done settling the bill, offer extended service such as opening the curtains or turning the lights on. Afterward, leave the room quietly. Clearing Soiled Items Used trays and trolleys need to be collected after room service orders have been provided. Room service items should be personally collected by room service attendants. This is in order to make sure that guest comfort is maintained during his/her stay in the room and that no room service tableware is missing. 1. Make sure to have a tray or trolley when collecting soiled dishes in the guest room. 2. Gently knock three (3) times and announce “Room Service.” Wait for 5 to 10 seconds before knocking again. 3. When the guest opens the door, smile and offer greetings. Inform the guest that you are there to collect the room service items and wait until the guest lets you in. “Good morning Ma’am/Sir, I’m here to collect the room service tray, may I come in?” Never enter a guest room unless permission has been granted. 4. Once the guest lets you in, proceed with the collection of all the service ware. Stack them properly on a tray.
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  5. Check forthe completeness of the service ware. Take note of missing items and make an effort to locate them. 6. Pick up the tray carefully. Bid the guest goodbye and close the door behind you quietly. Cleaning and Storing Room Service Items Trays and trolleys should be taken to the wash up area after collecting. The following are the procedures for cleaning and storing room service items: Cleaning Trays and Trolleys  Unload all items from the tray or the trolley.  Check the operational condition of the tray or trolley.  Wipe of visible dirt and sanitize the tray or the trolley.  Wash the tray or trolley if necessary.  When cleaning trolleys, pay specific attention to the wheels or other exposed parts for food spillage and food scraps which might have been caught in the moving parts of the trolley. Cleaning Soiled Tableware  Throw food rubbish into the appropriate receptacle or trash bin.  Segregate the tableware for dishwashing.  Place linen in the dirty linen basket or bag to be sent to the laundry.  Store clean and dried tableware in their designated location. Storing Room Service Items  Store the trays and trolleys or re-set them for immediate reuse.  Store trolleys according to the manufacturer’s manual. Never store trolleys in walkways, doorways, and passages. ACTIVITIES A. You Got Served. Give the appropriate actions for the following room service scenarios. Write your answers on the space provided. 1. Scene #1: Clyde is a Room Service Attendant who’s about to deliver an order for Mrs. Bautista, a guest who is checked in at Room 1703. Upon arriving at the door, Clyde knocked three times and announce “Room Service.” Mrs. Bautista did not answer. Clyde waited for 10 seconds and knocked again but still no one is answering nor opening the door. What should he do?
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  2. Miggy isa server in La Maricel Hotel. During his shift today, he will delivera Room Service Order for Mr. Cruz and his friends in a Suite Room at the 20th floor. He already set up the order and everything is laid on the table. The guests started eating. He was waiting for Mr. Cruz or one of his friends to ask for the bill but they were too busy enjoying the food.What should Miggy do with the bill? B. Essay Writing. Write a short essay answering the following questions: 1. As a server, what do you think are the reason why you are not allowed to enter the guest room unless the guest permits you to? 2. As a room service attendant, why is it important to collect soiled room service items personally? 3. What is the best thing to do when you come across a guest in a hallway while delivering a room service order?
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  WRAP-UP To sum upwhat you have learned today, write about your significant learnings. Complete the sentence below: Today, I have learned that VALUING 1. What eco-friendly policy would you suggest to implement in your hotel in relation to recycling of items cleared from room service? 2. Why is it important to familiarizing oneself with the right way of serving food and beverages according to enterprise standards? __________________________________________________________________________ _________________________________________________________________________ ASSESSMENT Multiple choice. Read each question and choose the best answer. Encircle the letter of the correct answer. 1. Room service items should be returned to the room service area for the following reasons EXCEPT: a. Items should be sorted and counted. b. Room service items should be placed in their designated storage location. c. Food scraps should be removed to prepare the items for use. d. Soiled items should be checked to know if all orders were consumed. 2. Arrange the following procedures for presenting the bill in the proper order. 1. Inform the guests on how soiled items will be collected. 2. Ask the guests to confirm the bill. 3. Check the accuracy of the bill. 4. Offer extended service. 5. Leave the room. a. 1, 3, 2, 4 and 5 b. 1, 2, 3, 4 and 5 c. 3, 2, 1, 4 and 5 d. 5, 4, 3, 2 and 1
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  3. Why isit important to ask the guests where they want the tray or trolley to be placed? a. It is your duty as a room service attendant to observe the policy of the establishment. b. The guests might be doing confidential business using the table or other parts of the room. c. Asking the guest guarantees that the order will be delivered completely in time. d. It is not necessary to ask guests where the trays or trolleys are to be placed. 4. Why is it important that you ask the guest before entering the room to collect the soiled tableware? a. It is not important since the guests have already given you a permission to enter the room when they called you to collect the soiled tableware. b. To confirm the identity of the guests as registered in the guest-folio. c. To protect and maintain the privacy of the guests in their rooms. d. To confirm that you are entering the right room. 3. Which of the following step is best to do when the guests do not answer thedoor? e. Ask the security or housekeeping staff to open the room using a pass key. f. Go back to the room service counter and wait until the guests call for their order. g. Leave the order outside the room and just come back for the bill. h. Contact the guest directly through the telephone or ask the reception to do so.