ROOM SERVICE

STANDARDS
MANUAL

General
Please remember that we are in the hospitality business. Our business is to
ensure satisfaction and a great dining experience at this hotel. We serve
breakfast, lunch and dinner and room service must be available during the
restaurant’s hours of operation.

Taking the Order

Servers should greet the guest by identifying themselves by name and
informing the guest that he/she will be waiting on them this (morning,
afternoon or evening) and inform the guest of the soup of the day and any
specials that are available when they are seated. Proceed to take a drink
order and inquire about taking a food order upon delivery of the drink order.
If guest are not ready to place and order yet suggest an appetizer or more
time to decide. Room service calls must be answered within five rings. Calls
to Room Service should not be put on hold for more than thirty (30) seconds.
The person taking Room Service orders must ask the Guest’s name and
room number, ask the appropriate food preparation questions, repeat the
order back to the Guest to confirm accuracy, quote an estimated time of
arrival, and thank the Guest while using their name for the order.

Delivering the Order

Food delivered to guest should be at temperature and should have
everything needed for the meal on the plate or already at the table by the
time it comes out. Example: Steak knife should be set at the table after the
order is taken and before the food comes out. Food should be served from
the left and retrieved from the right side of the guest when possible (booths).
If a guest orders two items off the menu, they should never come out at the
same time unless specified by the guest.
Food delivered to Guest rooms must be delivered at an appropriate
temperature. Room service meals must be served with appropriate plate
covers. Plastic wrap/foil is not allowed for the entrée.
When delivering the order, the server must knock on the door and identify
him/herself as “Room Service”, greet the Guest when the door is opened and
ask for permission to enter the room. (If the Guest does not give the server
permission to enter the room, the Guest must be provided with a clean tray
and a clean tray liner.
Upon receiving permission from the Guest to enter the room, the server
must bring the order into the Guest room and place the tray on an
appropriate surface as specified by the Guest. The server must then review
with the Guest: each item of the order and the Guest check total; and the
automatic gratuity added to the Guest check, the server must disclose this
when reviewing the check total.
If Room Service is ordered, and a “Do Not Disturb” sign is in place, the Room
Service attendant should follow standard delivery procedures. When the
Guest answers the door, the Room Service attendant should acknowledge
that the Room Service request is being honored over the “Do Not Disturb”
signage in the event that the Guest forgot to remove the “Do Not Disturb”
sign.

Dish and Tray Removal

Trays will be dropped off in housekeeping closets on each floor to be picked
up by the restaurant servers. There will be a tray run performed by servers
before and after each shift. (Breakfast, Lunch and Dinner)

Section I – Getting Ready

The secret to great Room Service is setting up right! There are two keys to
getting ready. It’s simple, really:
1. Have your “tools” ready
2. Get the Room Service station ready
To help you, we’ve created a Setup list. Review the setup list at the
beginning of each shift.
Have your “tools” ready!
Personal Tools
• Check Presenters
• Cork Screws, Disposable
• Small Bottle Openers
• Pens
• Door wedge
• Side Towels
• Order Pads
Check Presenters
When you present the guest check to the Guest, you should use a check
presenter because the Guest is often standing when they sign the check, and
have nothing to rest the check against for signing.
Corkscrew
Disposable corkscrews should be left with the guest if they prefer to open
the wine themselves.
Bottle Opener
You’ll need bottle openers for bottles of beer, water and soda. Even if the cap
is twist-off, always offer to open the bottle for the Guest, and use the bottle
opener – it’s more sanitary.
Pens
Well, this might seem obvious. But the Guest can’t sign the check without it.
Be sure to have some spares handy.
Door Wedges
This is a safety item. The primary reason to have a door pried open while
you enter and review the order with the Guest is your personal safety.
Another reason is convenience, guest room doors are designed to close
automatically when opened and then “let go”. This means it may be difficult
to get through the Guest room door without getting yourself banged up. The
“Door Wedge” is the preferred product. The door wedge allows the server
place a plastic ‘wedge’ in between the door and the door jam. The door
wedge is much easier to use than a door stopper. The door wedge allows the
server to hold a tray and insert the wedge into the door jam.
Order Pad with Pre-Delivery Checklist
Order pads should be available by the phones and the server should carry
one at all times as part of their uniforms.

Station Readiness
Setting up your station makes your job easier. Make sure you complete the
sidework sheets and you are ready for the day ahead. (It will only make your
day easier)
Station Readiness - General
Let’s begin with the end – what your station will look like when it’s entirely
ready.
Station Readiness
• Pre-set Room Service Trays
• Condiments cleaned & refilled
• Extra silverware rolled
• Glasses polished
Refer to your shifts sidework sheet for shift specific items needed
Pre-set Room Service trays
Make sure your room service trays are clean and stack them in a way that
provides easy access.
• Start with a clean tray
• Add a clean tray liner (required).
• Add silverware rollup
• S&P shakers
Table Top Items
Make sure you have a filled par level of the following items to easy the
preparation of your room service tray for delivery.
• S&P Shakers
• Creamers
• Plate Covers (required for room service)
• Knives
• Forks
• Spoons
• Soup Spoons
• Steak Knives
• Cloth Napkins
• Ramekins for condiments and sauces
• Tray Liners
Beverage Accessories
Beverages include hot or chilled and alcoholic or soft.
• Metal Buckets (usually designed for wine service)
• Bev-Naps (square white paper beverage or bar napkins)
• Stan Caps (round cardboard caps made for glasses)
• Tea Pots
• Coffee Pots
Condiments
• Butter
• Sugar Caddies (filled Equal, Sweet 'n Low, sugar)
• Salt & Pepper
• Ketchup
• Mayo
• Mustard
• Tabasco, A1
• Jellies
• Maple Syrup
Paper and To-Go
Our guest may be in a hurry and request a meal or portions of it served in
disposable dishware. Also, if you are asked to serve anything by the
swimming pool, you should use only paper or plastic items.
Paper/To Go
• To-go Cups & Lids
• Plastic bags
• Stir Sticks
• Disposable flatware packs
• To Go condiments
Section II - Taking the Order
The server should greet the guest by identifying themselves by name. Inform
the guest of the soup of the day and any specials that are available.
Few things in the Room Service process are as vital as taking the order.
Taking the Order is the Guest’s first impression of Room Service.
Nearly everything that follows in the Room Service process depends on
taking the order well. For example, you set the Guest’s expectation for
timeliness when you tell the Guest how long the order will take. Your order-
taking ability also determines the size of the tip, since this is when the size of
the order is determined. This is just about the only opportunity to suggest
items to the Guest.

The key to taking the order is following the six steps of “how to take an
order”.
A successful room service delivery is very simple get the order “right”,
and get it to the room “on time”.
Taking the Order
• Estimating Time of Delivery(room service)
• Telephone Suggestions(room service)
• Suggesting
• Menu knowledge
• Ask the right questions
• Substitutions & special requests
• Standard Abbreviations
How to take an Order: Six Steps
Step 1: Record Guest Information:
• Ask for the Guest’s name and write it on the order pad
• Ask for the Guest’s room number and write on the order pad
• Ask how many Guests the order is for
• Ask method of payment (if charge, check pre-pay list)
Step 2: Take Order Information
Record the order information – for example:
• Size of order (Cup or Bowl/Aptz or Entrée)
• Would they like to add protein to the dish (add chicken, shrimp or
calamari)
• What condiments are required (mustard, steak sauce, dressing)?
• Choice of bread or side
• How should the food (steak, eggs) be cooked?
Step 3: Suggestive Sell
Suggest side orders, larger portions, desserts, and beverages. Suggestive
selling is an opportunity to increase revenues and TIPS! When using
suggestive selling in room service, you must be able to paint a picture in the
guests mind about the product. Sell them value, sell them convenience.

Step 4: Repeat Order

Repeat the order and the key information. (Name, room number and any
special request they may have made)
Step 5: Estimate Time of Delivery (Room Serrvice)
Tell the Guest the estimated time of delivery, and write it on the order pad.
Step 6: Thank You
Thank the Guest (use their name!) for their order.(Room Service)

Estimating Time of Delivery

Few things are more important than estimating time of the delivery to the
Guest. Why?
Your estimate will affect…
• Guest satisfaction
• YOUR tips
• Hotel profits
What is a good time estimate?
A good time estimate is “time of delivery +5” – the exact time of delivery
plus five minutes. For example, you estimate delivery in 35 minutes, actual
delivery occurs in 30 minutes.
Why “+5”?
• It allows you to exceed the Guest’s expectations. Five minutes early is
probably not too early to inconvenience the Guest
o an order that comes 15 minutes prior to the expected time may
find the Guest doing other things
 partially dressed, or otherwise inconvenienced; and if you
exaggerate the time, you may lose the sale! Plus, It gives
you a “fudge factor” of 5 minutes to allow for unexpected
delays.
A good time estimate should be expressed in minutes rather than “time of
day” because the guest’s clock or watch may not show the same time your
clock or watch shows.
Importance of good estimates
Guest satisfaction. Simply put, Guests are “dissatisfied” when we fail to
deliver what or when they expect. Supposing it takes 30 minutes to deliver a
Room Service order, from the time of the call. If the Guest gets the order in
45 minutes they are likely to be unhappy. If they receive that same order in
25 minutes they are likely to be delighted. What changed? The 30 minute
delivery time didn’t. Just the Guest expectation. YOU set that expectation
when the Guest calls.

Things to Know to Make a Good Estimate

Some of the things you should know to make a good estimate of delivery
time:
• Food preparation times – there some items that take an especially
long time?
• Is the order “simple” and “cold”? For example, a “continental
breakfast” requires no cook time
• Distance to the rooms – sometimes the elevators are busy (check in
or out times)
• Business and staffing levels – is the department “swamped” with
orders, or is the staff available to run the order immediately when
it’s up
• Which meal period – breakfast or dinner? Breakfast is usually
quicker because its generally a shorter cooking time and we are
better staffed.
If you are new at taking Room Service orders, this may be difficult at first.
Seek guidance. Ask your supervisor. Ask an experienced server.

SERVING Tips
You never get a second chance to make a first impression. The way you
approach the table, speak to guest, answer and conduct yourself on the
phone when taking the room service order will be the only impression of OUR
service operation on our guest. We should strive to make every guest feel
important by being friendly, polite, and professional in every interaction. Use
the following techniques to leave a good impression with each caller.
• Smile when you talk. A smile helps you sound more relaxed and
pleasant.
• Stop all conversations before answering the phone.
• Answer all calls in less than 3 rings. If more rings occur, thank the
Guest for waiting.
 • Speak clearly into the receiver. Avoid slang, technical terms, or
hospitality words that the caller may not understand. Avoid yep, uh-
huh, and ok. Instead, use yes sir/maam, certainly, my pleasure or
absolutely.
• Use our standard phrase when answering (i.e. good morning, Avenue
Grill, (first name) speaking how may I help you?)
• Use the caller’s name whenever possible.
• Verify that the room number given by the guest is the number
displayed on the caller ID.
• Allow the caller to hang up first then gently replace the receiver.
• If it’s necessary to interrupt a conversation, explain why.
You will often be very busy when the phone rings. To make callers feel
welcome, catch your breath before picking up the phone. If you sound stress
or hurried, the guest will also feel rushed.
On-Hold Courtesy
Sometime, to take care of a request, you will have to put callers on hold.
Providing professional Guest service means:
• Always ask callers permission to put them on hold. Never place
them on hold until they acknowledge.
• Take care of the request quickly. Show a sense of urgency.
• Thank the caller for waiting when you return to the line.

Suggesting
Your income may be increased, along with Guest satisfaction, by practicing
the art of suggestive selling! Simply put, the more sales you have, the more
tips you make. But did you know that guests appreciate appropriate
suggestions, and may tip a higher percentage when pleased by them?
For example:
• Beverages other than water
• Appetizers
• Sautéed mushrooms or onions on a steak or burger
• Desserts
Paint the Picture
Use words that enhance, that build a picture in the guests mind. For
example:
• Would you like to add some of our grilled shrimp to your New York Strip
Steak?
• How about our Prosciutto, fresh mozzarella, tomato and basil aioli
Panini?
Remember to suggest and not push! You’re not actually “selling” the Guest –
they’ve already decided to buy, that’s why they are here!
It is important to offer suggestions while the Guest are ordering. Guests who
order Room Service are inclined to be more receptive to suggestions. Verbal
suggestions can make items sound more appealing than the written listing,
especially if you are enthusiastic, courteous and sincerely interested. Positive
attitudes, good menu knowledge and enthusiastic descriptions are all it takes
to make a successful suggestion.

There are certain general rules and helpful reminders which make it easier to
practice suggesting:
• Understand Your Menu - In order to successfully suggest items (not to
mention answering questions), you need to know the product(s). Read
the menus. Ask questions.
• Be prepared to answer questions about item preparation, ingredients
used and what accompanies each item. This is particularly important
for Guest selections and what items are available for substitutions.
• Suggest Your Favorites - This technique is successful because it is
easier to be enthusiastic about items of personal preference. The
enthusiasm will be reflected in the confident manner in which you
describe them.
• Find Positive Things to Say - It is important to keep in mind that
everyone has different tastes and what you may not like-someone else
may love.
You can use phrases like these to help you describe items you may not like:
• “…it is a very popular item”
• “we sell a lot of it”
• “it looks very good today”
• “The fish and chips are great, but my personal favorite is the
Crabcake.” In this instance you have not lost a sale, but you have
reinforced your opinion on another menu item. It is possible to be
honest without being negative. Guest will appreciate the approach.

Take Guest Cues

Knowing when and what to suggest is just as important as the act of
suggesting. Although suggesting can be helpful, too much of anything can be
annoying. The following are some cues to lookout for:
• For Guests who ask, “What’s good today” or “what do you
recommended?” It is important to reply with definite answers instead
of saying “Everything”. (Answering “everything” sends a negative
impression to the Guest, telling them you’re just not interested – even
though it may actually be true!)
A good technique is to pick one or two items from every menu section that is
your favorite. For example, since the menu is broken down into three
categories – Appetizers or Salads & Soups, Sandwiches, and Entrees - pick an
item or two from each that you feel extremely comfortable with in selling
and serving. Do not necessarily pick the most expensive or least expensive
items. Use the cues from your guests to help determine this.
Other examples:
• When Guests are taking unusually long to order or are having a
hard time making choices, specific suggestions are appreciated. In
this case it is important to pinpoint a category of taste preference,
such as meat or chicken, white or red wine, sweet or tart cocktail,
etc. Then a recommendation of one or two items in that category
can be made.
• For Guests in a hurry, items taking the least preparation time or fast
pickup items should be suggested.
• Be cautious of only suggesting higher-priced items. Careful
discretion should be used since many Guest may feel pressured and
feel you are only pushing high-priced foods.
Paint a Mental Picture: The way suggestions are phrased very often
determines the success of your pitch. When describing items, use descriptive
adjectives, such as
• crisp salad, chilled melon, and fresh brewed coffee to add extra
interest.
For Example: “Our Sizzling Steak Quesadilla is very popular but I really
like our cheese steak springrolls.”
Know Your Menu! Know Your Menu! Know Your Menu!
You should be familiar with what is on your menu. You should work on
knowing your menu until it becomes second nature. Knowing your menu will
only make it…
• Easier to answer Guest questions
• Easier to suggest items to the Guest
• Easier to deliver orders to the Guest room without forgetting anything
• Easier to time your orders and deliveries (Room Service)
Simply put, knowing your menu makes your job Easier.
As a professional, you’ll want to know these things to know about your
menus…
• Accompaniments
• Portion sizes (10oz NY Strip, 8oz Chicken Breast, 6oz Ciabatta roll, 3pcs
bacon, 2 4oz Crabcakes, etc.) Why is portion size important to
you?
o You want to know that the order is “right” when you pick it up
from the line
o A Guest might ask when placing, or even receiving the order
• Condiments
• Preparation times (10min-MW Burger, 12 min-Crabcake, 8min-panini)
• Beverage brands (miller light, corona, Chivas Regal, JW Black,
Sycamore Lane House Wine)
• Garnishes (diet coke-Lemon, Gin & Tonic-Lime, Shirley Temple-Cherry)
Accompaniments
An accompaniment is an item that comes with an entrée. Example:
• French Fries with the “Fish and Chips”
• Broccoli and wild rice with the “Crabcakes”
• Cup of soup with the “Grill cheese Sandwich”
• Brioche Roll with the “Chicken Parm”, “Burger” and “crabcake
Sandwich
The easiest way to learn about accompaniments is to read the menu!
Condiments
Certain foods are traditionally accompanied by certain items. Like fried foods
and ketchup. It’s your job to learn the right condiments for the items on the
menu.
Why do you need to know this?
• If you forget the condiment, you’ll have to go back to the kitchen to
get it. which will make it seem like you don’t know what you are doing
or even worst during this time the Guest’s food may get cold, so you’ll
have to OFFER to re-cook the food(Room service).
• If you put the wrong condiments on a tray, you’ll waste money and
make the Room Service order less profitable. Some condiments such
as mini-jars of ketchup and mustard may cost as much as the sandwich
itself!
Note: Since your aprons have pockets, place a couple small single service
jars of condiments in the front pocket. It may save you a trip.

Preparation Times
How long does it take to prepare a steak? A grilled salmon? An omelet? A
piece of prime rib? A martini? Knowing your preparation times makes your
job easier whether taking or delivering the order.
Why Are Preparation Times important?
• It helps you give an accurate time quote to the Guest when they order
room service.
• It enables you to get your beverages ready at the right time. For
example, if you order a steak well done and then order a cocktail or
get a soda ready immediately, the ice in your cocktail or soda will be
melted, and the soda will be flat.
“86” items – items that your kitchen is temporarily out of. It’s important to
know any items that you are out of or running out of, so you know how many
you can sell and avoid the embarrassment of having to go back to the Guest
and explain.
• 86 TIP: don’t say that you “ran out” of an item, tell the Guest you
“Sold Out” – remember to talk in positive phrases.
Ask the “Right” Questions When Taking the Order
You don’t want to call the Guest back and ask “Sir, how did you want that
steak prepared?”
Guest Order Information Needed
Breakfast
Steak & Eggs Steak – Rare, medium or well
done
Breakfast Meat Bacon or sausage
Egg Order How would you like them
cooked? Over-easy, medium,
hard. Scrambled
Fried Up or over easy, medium or hard
Scramble Soft or hard
Boiled How long
Poached In a cup or on toast
Bread type ( if not biscuit) What type of toast? White?
Wheat?
Lunch/Dinner
Salads Type of salad? Choice of dressing
 Hamburger & Steaks Degree of doneness? R, MR, M,
MW, W and sides?
Sandwiches Choice of bread and Sides?
Cocktails
Martini Olives or twist? Gin or Vodka?
Scotch “Rocks or straight up?”

Section III –Setting Up the Order

Setting up the order: Tableside
Setting up your condiments and table top items is the key to quick and easy
service. Make sure you have all of the additional items for the order before it
leaves the kitchen.
Setting up the order: Tray Service
The secret of effective tray service is simple: pre-set trays. Set your tray as
soon as you put the order in the system or as soon as you get it in the
morning. This will allow you free time to do other things and to run the order
up as soon as it’s ready.
Pre-set Trays
Pre-set trays must be clean and must have a clean under-liner.
Additional Items for Order
Before picking up the hot food, place the additional items on the tray/plate
needed for this specific order – for example:
• Salad and Salad Dressings
• Half & Half/creamers, sugar caddy for coffee if ordered
• Condiments such as ketchup for any fried foods, or a hamburger
• Additional service-ware as needed – example soup spoon (steak
knife should be on table already)
• Rolls & Butter
• Sauces or any guest Special Requests
Assemble the beverage order
• Bev-naps
• Accompaniments needed for soft beverages (such as lemon & sugar
caddy)
 • Ice buckets if needed (for 2 or more bottles of beer(room service)
and/or service of full bottles of white or blush wine, Champagne)
NOTE: Always open wine or beer bottles in the presence of the Guest, unless
otherwise requested by the Guest.
• Make sure you have your “beverage tools” like bottle opener and cork
screws.
Hot Items
Make sure you have a clean rag or napkin handy to handle the hot food
coming off the line.
Pick-up the hot food from kitchen service line and place matching plate cover
on top –place on tray.
Review the order
Using the Order Pad with which you took the order to ensure the Guest’s
order is complete and ready for delivery.
Importance of Timing
It is very important that the guest are ready for the food you are about to
deliver.
• Make sure they are finished with their appetizer and it has been
cleared from the table before you come out with the entrée.
As you may have noticed in Taking the Order, timing is critical.
• When the order was taken, the Guest’s expectation for delivery was
set. If the order arrives later than that expectation, the Guest will be
disappointed. If the order arrives earlier, the Guest will be pleased, it is
that simple.

“In the Weeds”

OK, so it’s not your fault, or the Guest’s fault, but you find yourself “in the
weeds”, with an onslaught of orders you can’t fill in a reasonable time. What
do you do? Here are the steps that will get you – and the Guest - through this
experience.
• Call for Help!
• Tell the Kitchen
• Set or Re-Set the Guest Expectations
Call for Help!
You can’t get help unless you ask. Sure, other parts of the hotel are likely to
be busy. Your supervisor or your MOD will know where to find help. Call
them, RIGHT AWAY!
Tell the Kitchen
There are many reasons that the cooks need to know that you’re backed up,
not the least of which is that they might be able to help.
• If they can’t help, they must at least be informed of the approximate
length of the delay, so they don’t prepare the food orders too quickly,
resulting in the food sitting under a heat lamp too long before delivery.
Set or Re-set the Guest Expectation
This is the most difficult – and probably the most important - part. There are
two different circumstances in which you must inform the Guest of delays:
• A Guest has already placed an order, you realize that it has been a
while:
o Check with the kitchen and get an ETA before you speak to the
guest so you can make an educated estimate of when the food
will be ready.
o EXPLAINTHE DELAY, APOLOGIZE, and let the guest know
approximately how long it is going to be.
• A Guest has called an order in, and you realize the delivery will not be
made on or before the time promised.
o CALL THE GUEST, EXPLAINTHE DELAY, APOLOGIZE, and STATE
THE “NEW” TIME OF EXPECTED DELIVERY.
Your manager may instruct you to take additional steps, such as offer a
complimentary dessert, or tell the Guest that there will be no charge for the
meal.

When taking the order it is important to APOLOGIZE and tell the Guest you
are experiencing delays. As always, UNDER-PROMISE AND OVER-DELIVER in
your time commitment, even when you’re experiencing delays.

Section IV – Delivering the Order

The required Standards for Room Service call for some very specific delivery
procedures, including:
• Asking the Guest for permission to enter the room
• Reviewing the order with the Guest
• Propping the door open when you enter the room for delivery
Greeting the Guest (Room Service)
1. Knock firmly on door and identify yourself as “Room Service”. (Please
knock with your fist)
2. Greet the Guest with the time of day, for example “Good Morning”. Use
the Guest’s name as it is written on the check, to verify that you’re at
the correct room.
 3. Ask for permission to enter the room; upon entering, ask where they
would like their meal to be served.
4. If a "Do Not Disturb" (DND) sign is in place, you should first double-
check your order slip or guest check, making sure you’re at the correct
room. Assuming that you are at the correct room, follow standard
delivery procedures. When the Guest answers the door, the Room
Service attendant should acknowledge that the Room Service request
is being honored over the "Do Not Disturb" signage in the event that
the Guest forgot to remove the "Do Not Disturb" sign.
5. For safety reasons upon entering the room, use a door wedge to hold
the door open. Never allow the Guest room door to close/lock once you
have entered the room. If you do not have a doorstop or wedge with
you, turn the deadbolt so as to prevent the door from closing and
locking.
“Delivering” and reviewing the order
6. Enter the room & simply place the tray where directed.
7. Review the order with the Guest - read each item on the guest check
back to Guest while pointing to or displaying (by removing lid) each
item, to confirm the order is complete.
8. Ask if there is anything else the Guest would like.
9. The tip and delivery charge posted to the guest check must be pointed
out to the Guest
10. Present the guest check for settlement. Ensure that the guest print
and sign their name.
Leaving the Guest room
11. Thank the Guest by name and just before leaving, see if any dishes or
trays are in the room from previous orders – if so, offer to take them
back.
12. When leaving the Guest room, remove the door wedge or release the
deadbolt and close the door firmly.

Proper Handling of Service Pieces

 • Cups and mugs are picked up by their handles, glasses by their steam
or base, never with the palm of the hand over the open mouth of the
glass, silverware by the handles and dishes by the rim. Special care
should be exercised to insure the fingers are kept away from the food
contact area.
• Guest should always be warned when hot plates or hot beverages are
about to be served. The server should use a clean, dry napkin when
handling hot items.
• When pouring additional coffee or wine, the cup or glass should be
filled on the tabletop, rather than lifting them, which will decrease the
risk of spills. Water glasses may be lifted and filled away from the table
because of the risk of splashing. Turning a water pitcher sideways is
never encouraged, but may be necessary, in order to get ice into the
glass.
• All items with under-liners, and cups with saucers are to be served as a
single unit. Liquids and their under-liners should be carried separately
on the tray then assembled and served as a single unit once the server
reaches the table.
• All china, glass, and silver should be handled with a minimum of noise.
• Chipped glasses or plates should be shown to the manger and then
discarded.
• Hot Soup should be delivered in a soup cup/bowl as soon as it is
poured at the line(it should not sit under the heat lamp)
• The check back. Visit the table within 5 minutes of serving a any item
or call the guest within 30 minutes after room service has been
delivered, to verify satisfaction with the meal.
• Ask guest if it is acceptable to pick up the tray. If so, have the guest
place the tray in the corridor. (Keep in mind that this is your last
opportunity for a sale, i.e. dessert, coffee.)
Beverage Service
Two keys to great beverage service: “ice” and “tools”.
Beer (if more than one is ordered) should be served in an ice bucket. White
wine, pink (or “rose” or “blush”) wine and sparkling wine (like Champagne)
should be served in a bucket of ice.
You should have two types of corkscrews. One for opening bottles yourself
and a disposable one for leaving with the Guest who wants to open their
own.
Beer gets flat once it’s opened. So you should always have a bottle opener
you can leave with the Guest, if two or more beers are ordered. And you
should open that first beer yourself, in front of the Guest. Use the opener
even if the bottle is a “twist-off”.
Cocktail Service
Pick up all drinks and garnishes from the bar. All drinks are served with a
paper beverage napkin. Napkins are to be carried separately and then
placed under the cocktail in the Guest room.
Beer Service
Bottle is served with beer glass and paper beverage napkins. Open bottles
upon service. TWO beers or more are served in an ice bucket filled with ice.
When Guests ask you the type of beers you carry, recite the names of
bottled beers only because draft beer will probably be flat or warm by the
time it reaches the room. Paper beverage napkins (“bev-naps”) should be
provided, as should a bottle opener (regardless if the beer is twist off or not)

Wine Opening Service & Procedures

Never open a bottle of wine before delivering. Wine must be opened in the
presence of the Guest.
The following is the proper way to open a bottle of still wine:
• Present the bottle to the Guest, so they can verify that it’s wine
ordered
• Remove the capsule (enclosure) over the cork. Put it in your pocket.
• Uncork the wine using your corkscrew.
• When the cork is removed, offer it to the host – some Guests like to
see this to ensure that the wine is not spoiled (a bad wine will produce
a bad cork smell).
• Wipe mouth of bottle with cloth napkin to remove cork residue.
• Pour from the right, approximately 1oz. for host to taste. Twist the
bottle as you lift it to avoid dripping. Wait for approval.
• Fill Guest’s glass first and then finish the host’s glass. Just about half
way, never fill the glass to the top.
• The remainder of the bottle is placed in the ice bucket or left on the
table.
The following is the proper way to open a bottle of sparkling wine
(“champagne”):
• Present the bottle to the Guest, so they can verify that it’s wine
ordered
• Remove the top of the foil covering.
• Untwist and loosen the wire hood that covers the cork.
• Hold the cork under a cloth napkin and the bottom of the bottle in the
other hand. Holding the bottle at a 45-degree angle will minimize the
wine’s foaming out of the top of the bottle.
• Twist the bottle and ease the cork out slowly to subdue the popping.
Hold cork firmly to prevent it from flying.
• Wipe mouth of the bottle with cloth napkin to remove cork residue.
 • Pour from the right, approximately 1oz. for host to taste. Pour
champagne slowly so not to cause excessive foaming. Twist the bottle
as you lift it to avoid dripping. Wait for approval.
• The remainder of the bottle is placed in the ice bucket.
Red wine is served at room temperature without a wine bottle holder. Bottle
opening procedures are the same as for chilled wines, with the option of
letting the opened red wine “breathe” (develop flavor) before pouring. If
Guest prefer to let the bottle stand for awhile, they will pour for themselves.
They should be asked their preference.