Sector Tourism

Qualification Title FOOD AND BEVERAGE SERVICES NC II

Unit of Competency Provide Room Services

Module Title Providing Room Services

FBS Trainer ROWENA R. DE LEON

Date Developed: Document No. NTTA-TM1-01

April 2019 Issued by:
CBLM
Date Revised:
Food and Page 1 of 65
Beverages PLP
Services NC II Developed by:
Rowena R. De Leon
Revision # 01
 Competency Based Learning Materials

Providing Room Service

Competency-Based Learning Materials

HOW TO USE THIS COMPETENCY- BASED LEARNING

MATERIALS
 Welcome!

The unit of competency, “Provide Room Services", is one of the

competencies of Food and Beverage NC II, a course which comprises the
knowledge, skills and attitudes required for a TVET trainer to possess.

The module, providing room services, contains training materials and

activities related to Take and process room service orders, set up trays and
trolleys, present room service meals and beverages to guests, present room
service accounts and clear room service area for you to complete.
In this module, you are required to go through a series of learning
activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Self-Checks, and Task Sheets. Follow and
perform the activities on your own. If you have questions, do not hesitate to
ask for assistance from your facilitator.

Remember to:

 Read information sheets and complete the self-checks. Suggested

references are included to supplement the materials provided in this
module.
 Perform the Task Sheets until you are confident that your outputs
conform to the Performance Criteria Checklist that follows the sheets.
 Submit outputs of the Task Sheets and Operation Sheets to your
facilitator for evaluation and recording in the Accomplishment
Chart. Outputs shall serve as your portfolio during the Institutional
Competency Evaluation. When you feel confident that you have had
sufficient practice, ask your trainer to evaluate you. The results of
your assessment will be recorded in your Progress Chart and
Accomplishment Chart.

You must pass the Institutional Competency Evaluation for this

competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation.

You need to complete this module before you can perform the module
On Developing and Updating Food and Beverage Knowledge.

Food and Beverage NC II

COMPETENCY-BASED LEARNING MATERIALS

List of Competencies
 No. Unit of Competency Module Title Code
Provide Link Between Providing Link Between
Kitchen and Service Kitchen and Service TRS512316
1.
Area Area
Provide Food and Providing Food and
2. Beverage Service Beverage Service TRS512317
Provide Room Providing Room
3. Service Service TRS512318
Develop and Update Developing and
Food and Beverage Updating Food and TRS512321
4.
Knowledge Beverage Knowledge

Table of Contents

Cover
page…………………………………………………………………………………..1
Competency-Based Learning Materials……………………………………………….2
Acknowledgment...............................................................................................3
How to use this Competency-Based Learning Material...................................4
Food and Beverage NC II CBLM - List of Competencies....................................5
Table of Contents...........................................................................................6-7
Module Content………………………………………………………………………….8-9
Learning Outcome No. 1..................................................................................10
Learning Experiences LO1..............................................................................11
Information Sheet 3.1-1...................................................................................12
Self-Check 3.1-1.............................................................................................. 13
Answer Key 3.1-1........................................................................................... 14
Task Sheet 3.1-1............................................................................................. 15
Performance Criteria Checklist 3.1-1..............................................................16
Information Sheet ……………………………………………………………….17-18-19
Self-Check 3.1-2.............................................................................................. 20
Answer Key 3.1-2........................................................................................... 21
Information Sheet 3.1-3…………………………………………………….22-23-24-25
Self-Check 3.1-3.............................................................................................. 26
Answer Key 3.1-3........................................................................................... 27
Task Sheet 3.1-3............................................................................................. 28
Performance Criteria Checklist 3.1-3..............................................................29
Learning Outcome No. 2..................................................................................30
Learning Experiences LO2..............................................................................31
Information Sheet 3.2-1.............................................................................32-33
Self-Check 3.2-1.............................................................................................. 34
Answer Key 3.2-1........................................................................................... 35
Task Sheet 3.2-1............................................................................................. 36
Performance Criteria Checklist 3.2-1..............................................................37
Learning Outcome No. 3..................................................................................38
Learning Experiences LO3..............................................................................39
Information Sheet 3.3-1.............................................................................40-41
Self-Check 3.3-1.............................................................................................. 42
Answer Key 3.3-1........................................................................................... 43
Task Sheet 3.3-1............................................................................................. 44
Performance Criteria Checklist 3.3-1..............................................................45
Information Sheet 3.3-2...................................................................................46
Self-Check 3.3-2.............................................................................................. 47
Answer Key 3.3-2........................................................................................... 48
Learning Outcome No. 4..................................................................................49
Learning Experiences LO4..............................................................................50
Information Sheet 3.4-1...................................................................................51
Self-Check 3.4-1.............................................................................................. 52
Answer Key 3.4-1........................................................................................... 53
Task Sheet 3.4-1............................................................................................. 54
Performance Criteria Checklist 3.4-1..............................................................55
Learning Outcome No. 5..................................................................................56
Learning Experiences LO5..............................................................................57
Information Sheet 3.5-1.............................................................................58-59
Self-Check 3.5-1.............................................................................................. 60
Answer Key 3.5-1........................................................................................... 61
Task Sheet 3.5-1............................................................................................. 62
Performance Criteria Checklist 3.5-1..............................................................63
Bibliography.................................................................................................... 64

MODULE CONTENT

UNIT OF COMPETENCY : Provide Room Services

MODULE TITLE : Providing Room Services
MODULE DESCRIPTOR : This module covers the knowledge, skills
and attitude required in providing room
service in commercial accommodation
establishments.
NOMINAL DURATION : 80hrs.

LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1. Take and process room service orders.
2. Set up trays and trolleys.
3. Present room service meals and beverages to guests.
 4. Present room service accounts.
5. Clear room service area.

ASSESSMENT CRITERIA:
1. Answer telephone with proper telephone etiquettes.
2. Check name of customer during interaction.
3. Clarifies, repeat and checks details accurately.
4. Uses selling techniques when appropriate.
5. Advise clients of approximate time of delivery.
6. Records service orders according to establishment’s standards.
7. Interprets room service orders received from doorknob dockets.
8. Promptly transfer orders in appropriate location for preparation.
9. Prepare food and beverage items in accordance to establishment
standards.
Prepare general service equipment according to establishment
standards.
10. Set up trolleys and trays for variety of meals in accordance to set-up
presentation and establishment standards.
11. Selects and checks equipment and materials for cleanliness and
damages.
12. Food and beverages are promptly collected based on establishment
procedures.
13. Checks orders before leaving the kitchen for delivery.
14. Knocks guest’s room courteously.
15. Greets guest upon entry of the room in accordance to establishment’
standards.
16. Consults guest as to where the tray is laid or where to position trolley
inside the room.
17. Check guest account accurately.
18. Presents account in accordance to establishments’ procedures.
19. Presents cash payment to cashier for processing in accordance to
establishments’ guidelines.
20. Presents charge accounts to guest for signing based on
establishments’ procedures.
21. Checks and clear floors in accordance with establishment’s policy
and guidelines.
22. Returns trays and trolleys to the room service in accordance to
company procedures.
23. Re-stocks food and beverage and equipment in accordance to
establishment’s policy.

Prerequisite
LEARNING OUTCOME NO. 1: TAKE AND PROCESS
ROOM SERVICE ORDERS

Contents:

1. Taking room service orders

Assessment Criteria

1. Answer telephone with proper telephone etiquettes

2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate
5. Advise clients of approximate time of delivery
6. Records service orders according to establishment’s standards
7. Interprets room service orders received from doorknob dockets
8. Promptly transfer orders in appropriate location for preparation

Conditions

The participants will have access to:

Tools Equipment Materials/ Supplies

Telephone Pen and paper
Guidelines
Instructions

Assessment Method:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination

LEARNING EXPERIENCES
Learning Outcome 1
 Take and process room service orders
Learning Activities
Read Information Sheet 3.1-1:
Procedure in handling
telephone call
Answer Self-Check 3.1-1
Check your answer using the
Answer Key No. 3.1-1
Perform Task Sheet 3.1-1
Check performance using
Performance Checklist
Read Information Sheet 3.1-2:
Suggestive selling techniques
Answer Self-Check 3.1-2
Check your answer using the
Answer Key No. 3.1-2
Read Information Sheet 3.1-3:
Procedure in taking room
service orders
Answer Self-Check 3.1-3
Check your answer using the
Answer Key No. 3.1-3
Perform Task Sheet 3.1-3
Check performance using
Performance Checklist
INFORMATION SHEET 3.1-1
Procedure in handling telephone call
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
Special Instructions
Read the information sheet and check
yourself by answering the self-check. You
must answer all questions correctly before
proceeding to the next activity.
Compare your answer with the answer key.
You are required to get all the answer
correct. If not, read the information sheet
again in order to answer all the questions
correctly.
Handle telephone calls. Present to your trainer
for evaluation and recording.
Read the information sheet and check
yourself by answering the self-check. You
must answer all questions correctly before
proceeding to the next activity.
Compare your answer with the answer key.
You are required to get all the answer
correct. If not, read the information sheet
again in order to answer all the questions
correctly.
Read the information sheet and check
yourself by answering the self-check. You
must answer all questions correctly before
proceeding to the next activity.
Compare your answer with the answer key.
You are required to get all the answer
correct. If not, read the information sheet
again in order to answer all the questions
correctly.
Take room service orders. Present to your
trainer for evaluation and recording.
 1. Familiarize the ways on handling telephone calls.
2. Demonstrate on how to answer telephone call.

Telephone Handling
A telephone communication is a two way communication process with rapport
(relation of mutual understanding or trust between people).

Procedures to make a telephone call

 Greetings
o E.g. "Very Good Morning"
 Identification (two way)

o E.g. "I am ABC, Business Coordinator. Can I speak to Mr. ABC or I

am requesting for an appointment with Mr. ABC"
 Message taking
 Obtaining Confirmation
 Providing feedback
 Closing the call

Procedures to receiving a telephone call

1. Greeting
o E.g. "Good Morning, XYZ"
2. Caller identification
o E.g. "May I know who is on speaking / line"
3. Message taking
o E.g. "How may I help you"
4. Information giving and feedback (collect the contact details of the caller)
5. Closing the call
o E.g. "Thanks, for your call" or "Thanks a lot for calling"

SELF CHECK 3.1-1

Instructions: ENUMERATION. Enumerate the following. Write your answer on

your Answer Sheet.

1. A two way communication process with rapport (relation of mutual

understanding or trust between people).
2. Procedures to make a telephone call.
 ANSWER KEY 3.1-1

1. Telephone communication
2. Procedures to make a telephone call
 Greetings
 Identification (two way)
 Message taking
 Obtaining Confirmation
 Providing feedback
 Closing the call
 TASK SHEET 3.1-1
Title: Handle telephone calls.
Performance Objectives: Given the telephone, you should be able to handle
telephone calls following the correct procedure.
Supplies/Materials:
Equipment: Telephone
Steps/Procedure:

1. Greeting
2. Caller identification
3. Message taking
4. Information giving and feedback (collect the contact details of the
caller)
5. Closing the call
Assessment Method:
 Portfolio Assessment using Performance Criteria Checklist, Questioning

Performance Criteria Checklist

Task Sheet 3.1-1

CRITERIA Ye No
s
1. Follow the proper procedure.
2. Answer the call in polite and friendly manner.
3. Take note caller identification.
4. End up the call in polite and friendly manner.
 INFORMATION SHEET 3.1-2
Suggestive selling techniques

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:

1. Learn and familiarize the Do’s and DON’T’s in selling techniques.

Suggestive Selling & Up Selling. (Ensure that guest have a right

combination of meal &  increased revenue).
 “Suggestive Selling” means encouraging guests to buy additional food &
beverages. Suggestive selling requires tact and good judgment.
 The key to effective suggestive selling is a good knowledge of the menu.
 Here are some tips for more effective suggestive selling :
 Be enthusiastic. It’s easier to sell something you’re excited about.
 Make food sound appetizing. Use words like “fresh”, “Popular”, and
“generous” when describing menu items.
 Ask questions. Find out if guests are really hungry or just want
something light, whether they like chicken or beef, if they feel like having
something hot or cold.
  Suggest specific menu items. Don’t simply ask: “Would you like soup
with your meal?” Instead, point out: “A cold bowl of borscht would go
well with your salad on a hot day like this”.
 Suggest your favorites. Try as many of the menu items as you can and
tell guests you’ve tried them: ‘You’ll like the Chicken Kiev. It’s one of my
favorites here”. But be honest – don’t say that something is your favorite
when it isn’t.
 Offer a choice: “Would you like a slice of our famous cheesecake or our
homemade pecan pie for dessert?”
 Suggest the unusual. People dine out to get away from the routine fare
they have at home.
 Suggest foods & beverages that naturally go together soups and
sandwiches, coffee & dessert, steak and baked potatoes, and eggs.

The Art of Suggestive Selling. Efficient Tips on improving your Tips

So what is Suggestive Selling?

 Suggestive selling is offering an additional or complimentary item to a

guest. By making the suggesting specific, the guest is more likely to say
“yes.”
 It is not about being too pushy or too aggressive and giving the guest a
“hard sell.”
 Effective suggestive selling begins with a positive attitude.
Suggestive selling has two purposes:
 It helps to educate guests about different products (by offering them).
 It helps increase sales volume of your restaurant (through increased
check size and increased frequency of visits).
Suggestive selling is an integral part of guest service.

It is your responsibility to get the guest to order for the product which is right
for them; but it should be done discreetly!

Suggestive Selling Guidelines

 The greeting is the key to a suggestive sell. If the register person has
good eye contact, a sincere smile, etc. the guest will be less likely to be
rude when turning down a suggestive sell.
  Sometimes, it is not what is suggested, but how it is suggested.
Suggesting with a friendly personality will help achieve your goal of
building sales, while not turning off your guests.
 Suggestive selling is an art. It requires good training, continual practice
and fine-tuning, combined with a dose of common sense.

SUGGESTIVE SELLING DO’S AND DON’TS

DO

 Suggest complimentary items.

o Example: “How about some of our fresh fries to go with that
sandwich…”
 Suggest combo meals adding a drink and/or fries to a sandwich.
 Be aware of your guest. (Are they searching the menu / menu board
looking to see what you have? Is he or she undecided on what they want
to purchase?)
 Get to know your regular guests. Call them by their name. Know your
menu and know what they want. Suggestive selling should be used with
discretion.
 Encourage regular guests (who always order the same thing) to try new
items. This may increase frequency of visits.
 Suggest items by name.
o Example: instead of, “how about a dessert,” say, “how about a slice
of our fresh apple pie with that.”
 Try suggesting an item at the beginning of an order.
Be creative and use humor.
DONT’S

 Suggest to kids (This can make parents angry).

 Suggest more than one item.
Suggest by always asking yes or no questions.
o Example: Instead of “Would you like…?” Use statements like “How
about…” or “… (Item) would go great with that.”
 Suggest items in general.
o Example: “Do you want anything else?” (Avoid this phrase!)
 Suggest to guests who end their order with “and that’s it,” or “that’s all.”
 Be too pushy or aggressive. Know when to back off. Know when
suggestive selling is not appropriate (if the guest says, “That’s all” or is
obviously in a hurry).
There’s a difference between suggestive sales and being pushy. It may be a fine
line, but it’s never been more important!

SELF CHECK 3.1-2

Instructions. ENUMERATION. Enumerate the following. Write your answer on

your Answer Sheet.

1. Suggestive selling DO’s.

2. Suggestive selling DONT’s.
 ANSWER KEY 3.1-2

1. DO

 Suggest complimentary items.

 Suggest combo meals adding a drink and/or fries to a sandwich.
 Be aware of your guest. (Are they searching the menu / menu board
looking to see what you have? Is he or she undecided on what they want
to purchase?)
 Get to know your regular guests. Call them by their name. Know your
menu and know what they want. Suggestive selling should be used with
discretion.
 Encourage regular guests (who always order the same thing) to try new
items. This may increase frequency of visits.
 Suggest items by name.
 Try suggesting an item at the beginning of an order.
Be creative and use humor.

2. DONT’S

 Suggest to kids (This can make parents angry).

 Suggest more than one item.
Suggest by always asking yes or no questions.
 Suggest items in general.
 Suggest to guests who end their order with “and that’s it,” or “that’s all.”
 Be too pushy or aggressive. Know when to back off. Know when
suggestive selling is not appropriate (if the guest says, “That’s all” or is
obviously in a hurry).
 INFORMATION SHEET 3.1-3
Procedure in taking room service orders

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:

1. Perform on how to take room service orders.

Top 10 Tips for Successful Hotel Room Service

Hotels offer guests a wide range of accommodations and special features to
make their stay comfortable. One standard marking a great hotel is exceptional
room service. For guests, convenience, speed and quality are all important
aspects to having a stand-out experience. Make your hotel room service first-
class with these ten tips featuring groundbreaking technology ideas and
inventive personal touches.

1. Make the small things count. If a customer asks for extra lemon for
their tea or no ice in their water, make sure these preferences are met
with every meal service. It will ensure a happy guest and make delivery
more efficient.
2. Take transportation into consideration. Food preparation must be
tweaked to account for the amount of food steaming on the plate and
topped with a cover. For room service, a kitchen must change timing and
perhaps even preparation methods in order to prevent over cooking to
occur in the delivery process.
3. Presentation is key. The same care that goes in to setting a table in the
hotel’s restaurant should be applied when arranging the eating area for a
room service order. Table linens, flatware, glassware and china should
reflect the upscale nature of restaurant dining.
4. Speed up service. Some hotels are offering meal delivery in less than 20
minutes. And if not delivered on time, in some instances, the meal is
free.  Bagged lunches with familiar favorites are perfect for busy on-the-
go business travelers.
5. Use technology for added efficiency. Think of how a Smartphone, iPod
or other tablet device in rooms could remove errors from the ordering
 process and add convenience to the guest experience. The Hotel Bell-Air
is already using such technology in every room.
6. Be Prompt. If a guest expects to get his morning coffee at 7 a.m., he
should receive a fresh brew at 7 a.m. Any delay is a major inconvenience,
which is difficult for a hotel to overcome. If there is a problem in the
kitchen, always contact the guest and assure them of when service will
come.
7. Set Your Room Service Apart. What can you offer that other hotels in
the area cannot? Late-night room service? Complimentary breakfast in
bed? A welcome cocktail? Think of a specialty item or offering that will
keep guests coming back.
8. Offer alternatives. If your kitchen does not stay open 24-hours or only
offers a small selection of menu items after midnight, consider offering a
service whereby the hotel delivers nearby take-out. The guest will
appreciate the extra effort.
9. In-Room Cooking. Step up room service by offering guests the chance
to watch the chef prepare their dinner in the room. If your hotel has
suites with kitchens, in-room culinary service can be a wonderful
experience for the guest and an exciting way to make a lasting
impression.
10. Cleanup is just as important as delivery. Guests should not see carts
and trays with meal left over’s in hallways. Establish a system that
ensures room service dishes will be removed within a short time after a
guest has finished their meal.

Breakfast order by telephone:

1. Answer the telephone within three rings; “Good morning this is the Lara
Restaurant, Liza speaking, how may I assist you?”
 Guest indicates to order breakfast and did never order breakfast before;
“We have a nice selection of 6 different breakfast sets for you to choose
from” Explain all six types of sets. “May I recommend our traditional
Continental breakfast?”
 Guest indicates to order breakfast and did order breakfast before;
“Today, may I recommend our health Spa breakfast Mr. Brown?”
2. Follow the breakfast set menu to ensure the guest has all contents chosen
from the respective breakfast set:
The Continental Breakfast Set
1st: One glass of fruit juice “What kind of juice would you like to have? We
have…”
2nd: Fruit Selection “How about a small selection of fresh fruits Mr. Brown?”
3rd: Freshly baked breads; “Today may I recommend Butter croissants and
Blueberry muffins, or maybe toast? We do also have…”
4th: Condiments: “What would you prefer to go with your croissants, honey or
butter, strawberry jam or bitter-orange marmalade?”
5th: Coffee or Tea: “Would you like to have coffee, tea or even a hot chocolate?”

 Order taker post’s the respective order into POS or Captain Order by
repeating the order: “May I repeat your order that would be…”, “Is there
anything else Mr. Brown?”
 Offer today’s newspaper: “Would you like to have the Bangkok Post or
The Nation for your reading pleasure”
Yes/ No
 Confirm room number, name and time of delivery: “Your room number is
234, Mrs. & Mrs. Brown, and you order will be delivered within 20
minutes”
 If the guest stays in the Superior or Spa Villa room category, inform of
the applicable sur-charge: “I may inform you Mr. Brown that there will be
a sur-charge of 15 USD posted to your room.”
Yes/ No
 Thank the guest for his/her order: “Thank you for your order and I wish
you a very nice day”
 Enter the guest’s name and room number on the order form
 Prepare tray & tray stand with equipment
End of “breakfast order by telephone”

Order Taking Procedures. (Picking up the order promptly and efficiently).

1. Pick up the Telephone within 3 rings or 15 seconds whichever is less.

2. Greet the guest with appropriate greeting using the guest name and by
giving your name for E.g. “Good Morning, This is Captain Name or
Order Taker’s Name  how I may assist you?”
3. Politely ask the guests about preferences.
4. Use up selling techniques by suggesting soups, starters, drinks or
desserts.
5. Where ever appropriate mention the approximate time for delivery.
6. Repeat the order back to the guest.
7. Thank the guest for ordering through in room dinning and big farewell
“Thank You for calling Room Service, Have a good day”.
8. Clearly write out the order in the Kitchen Order Ticket (KOT) mentioning
the names of the items, time of ordering, Room number, Name of the
Guest, Portions, Etc,.
 9. Complete the Kitchen Order Ticket (KOT) and hand over the supervisor
for execution.

SELF CHECK 3.1-3

Instructions. ENUMERATION. Enumerate the following. Write your answer on

your Answer Sheet.

1. Order Taking Procedures. (Picking up the order promptly and efficiently).

 ANSWER KEY 3.1-3

1. Order Taking Procedures. (Picking up the order promptly and

efficiently).

 Pick up the Telephone within 3 rings or 15 seconds whichever is less.

 Greet the guest with appropriate greeting using the guest name and by
giving your name for E.g. “Good Morning, This is Captain Name or Order
Taker’s Name how may I assist you?”
 Politely ask the guests about preferences.
  Use up selling techniques by suggesting soups, starters, drinks or
desserts.
 Where ever appropriate mention the approximate time for delivery.
 Repeat the order back to the guest.
 Thank the guest for ordering through in room dinning and big farewell
“Thank You for calling Room Service, Have a good day”.
 Clearly write out the order in the Kitchen Order Ticket (KOT)
mentioning the names of the items, time of ordering, Room number,
Name of the Guest, Portions, Etc,.
 Complete the Kitchen Order Ticket (KOT) and hand over the supervisor
for execution.

TASK SHEET 3.1-3

Title: Take room service orders
Performance Objectives: Given providing room services, you should be able
to take room service orders following the correct procedure.
Supplies/Materials: Pen and Paper
Equipment: Telephone
Steps/Procedure:

1. Pick up the Telephone within 3 rings or 15 seconds whichever is less.

2. Greet the guest with appropriate greeting using the guest name and by
giving your name for E.g. “Good Morning, This is Captain Name or
Order Taker’s Name how may I assist you?”
3. Politely ask the guests about preferences.
4. Use up selling techniques by suggesting soups, starters, drinks or
desserts.
 5. Where ever appropriate mention the approximate time for delivery.
6. Repeat the order back to the guest.
7. Thank the guest for ordering through in room dinning and big farewell
“Thank You for calling Room Service, Have a good day”.
8. Clearly write out the order in the Kitchen Order Ticket (KOT)
mentioning the names of the items, time of ordering, Room number,
Name of the Guest, Portions, Etc,.
9. Complete the Kitchen Order Ticket (KOT) and hand over the supervisor
for execution.
Assessment Method:
Portfolio Assessment using Performance Criteria Checklist, Questioning

Performance Criteria Checklist

Task Sheet 3.1-3

CRITERIA Ye No
s
1. Follow the proper procedure.
2. Answer the call in polite and friendly manner.
3. Use up selling techniques.
4. Mention the approximate time for delivery.
5. Repeat the order back to the guest.
6. Thank the guest.
7. Clearly write out the order in the Kitchen Order Ticket (KOT)
mentioning the names of the items, time of ordering, Room
number, Name of the Guest, Portions.
LEARNING OUTCOME NO. 2: SET UP TRAYS AND
TROLLEYS

Contents:

1. Equipment and material selection and set-up

Assessment Criteria

1. Prepare food and beverage items in accordance to establishment

standards
2. Prepare general service equipment according to establishment standards
3. Set up trolleys and trays for variety of meals in accordance to set-up
presentation and establishment standards
4. Selects and checks equipment and materials for cleanliness and
damages
5. Food and beverages are promptly collected based on establishment
procedures
6. Checks orders before leaving the kitchen for delivery

Conditions

The participants will have access to:

Tools Equipment Materials/ Supplies

butlers Trolley hand towels
condiments pen and paper
 cutlery beverages
glassware

Assessment Method:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination

LEARNING EXPERIENCES
Learning Outcome 2
Set up trays and trolleys

Learning Activities Special Instructions

Read the information sheet and check

Read Information Sheet 3.2-1:
Set-up trays and trolleys
Answer Self-Check 3.2-1
Check your answer using the
Answer Key No. 3.2-1
Perform Task Sheet 3.2-1
Check performance using
Performance Checklist
yourself by answering the self-check. You
must answer all questions correctly before
proceeding to the next activity.
Compare your answer with the answer key.
You are required to get all the answer
correct. If not, read the information sheet
again in order to answer all the questions
correctly.
Set up trays and trolleys. Present to your
trainer for evaluation and recording.
 INFORMATION SHEET 3.2-1
Set-up trays and trolleys
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:

1. Demonstrate on how to set up trays and trolleys.

Trolley is ready with neat and clean table cloth. Set up the trolley with
following things:

 Flower vase on the middle

 Salt &Pepper
 Sugar bowl (white sugar, brown sugar, sweet low and candelas)
 Preserves and butter before you pick up the food
 B&B plate.
 Cutlery folder ready with bread and butter knife Main course fork and
knife and dessert spoon.
 Hot box ready and recharged.
 Coffee cup with underline and tea spoon
 Milk creamer with the coffee or tea orders as per the guest
requirements.
 Juice glass.
 All hot and cold food should be covered with the plate cover as soon
as picked from the kitchen.
 New table cloth on the top of the hot box to set up the dining table
inside the room.
 Service napkins to be used for placing hot food or for other services

Setting up of Tray / Trolley with correct crockery & cutlery.

 The second copy of the Kitchen Order Ticket (KOT) is placed on the tray /
Trolley.
 Ensure the tray corners / trolley base is free of grease, grime and dirt.
 Place cruet sets, bud vase and Bon Appetite card for all meal orders.
 Check the tray mat / trolley cloth to be stain free and in good repair.
  A final Check may be made to match the order and in good repair.
 Pick the order from the respective kitchens on the tray or trolley directly.
 Carry the correct accompaniments / condiments (Pickle / Pap pad for
Indian orders and Rolls and butter for continental orders)
 As a final step, show the tray to the supervisor, on the way to the
elevator, who will check again for correctness.
 Pick up the bill in the folder and check for correctness.
Prepare the Tray / Trolley for delivery.
 As soon as the order is ready, collect from kitchen / bar.
 Check order against Kitchen Order Ticket (KOT).
 Check for correct crockery, cutlery and glassware are in place.
 Place hot food in warmer, where ever appropriate.
 Cover all open food with cloche.
 Collect the bill from Order taker in a folder and check account against
food ordered.
 Inform the order taker about the order moving before proceeding to the
floor.
 Executive / Supervisor should check the tray before the delivery (Room
Orders).
 SELF CHECK 3.2-1

Instructions. ENUMERATION. Enumerate the following. Write your answer on

your Answer Sheet.

1. Give at least five (5) items that will be place in the trolley in room service.
2. Procedure in setting up of Tray / Trolley with correct crockery & cutlery.
3. Procedure in preparing the Tray / Trolley for delivery.

ANSWER KEY 3.2-1

1. Give at least five (5) items that will be place in the trolley in room
service.
 Flower vase on the middle
 Salt &Pepper
 Sugar bowl (white sugar, brown sugar, sweet low and candelas)
 Preserves and butter before you pick up the food
 Cutlery folder ready with bread and butter knife Main course fork and
knife and dessert spoon.

2. Procedure in setting up of Tray / Trolley with correct crockery &

cutlery.
 The second copy of the Kitchen Order Ticket (KOT) is placed on the tray /
Trolley.
 Ensure the tray corners / trolley base is free of grease, grime and dirt.
 Place cruet sets, bud vase and Bon Appetite card for all meal orders.
 Check the tray mat / trolley cloth to be stain free and in good repair.
 A final Check may be made to match the order and in good repair.
 Pick the order from the respective kitchens on the tray or trolley directly.
 Carry the correct accompaniments / condiments (Pickle / Pap pad for
Indian orders and Rolls and butter for continental orders)
 As a final step, show the tray to the supervisor, on the way to the
elevator, who will check again for correctness.
 Pick up the bill in the folder and check for correctness.
3. Procedure in prepare the Tray / Trolley for delivery.

 As soon as the order is ready, collect from kitchen / bar.

 Check order against Kitchen Order Ticket (KOT).
 Check for correct crockery, cutlery and glassware are in place.
 Place hot food in warmer, where ever appropriate.
 Cover all open food with cloche.
 Collect the bill from Order taker in a folder and check account against
food ordered.
 Inform the order taker about the order moving before proceeding to the
floor.
 Executive / Supervisor should check the tray before the delivery (Room
Orders).

TASK SHEET 3.2-1

Title: Set up trays and trolleys
Performance Objectives: Given providing room services, you should be able
to set up trays and trolleys following the correct procedure.
Supplies/Materials: Butlers, trolley, hand towels, condiments, pen and
paper, cutlery, beverages, glassware and trays.
Equipment:
Steps/Procedure:

1. The second copy of the Kitchen Order Ticket (KOT) is placed on the
tray / Trolley.
2. Ensure the tray corners / trolley base is free of grease, grime and dirt.
3. Place cruet sets, bud vase and Bon Appetite card for all meal orders.
4. Check the tray mat / trolley cloth to be stain free and in good repair.
5. A final Check may be made to match the order and in good repair.
6. Pick the order from the respective kitchens on the tray or trolley
directly.
7. Carry the correct accompaniments / condiments (Pickle / Pap pad for
Indian orders and Rolls and butter for continental orders)
8. As a final step, show the tray to the supervisor, on the way to the
elevator, who will check again for correctness.
9. Pick up the bill in the folder and check for correctness.
Assessment Method:
Portfolio Assessment using Performance Criteria Checklist, Questioning

Performance Criteria Checklist

Task Sheet 3.2-1

CRITERIA Ye No
s
1. Follow the proper procedure.
2. Set up trays and trolleys properly.
3. Observe cleanliness in the set up.
4. All equipment, materials, and tools needed and present.
5. Ensure the tray corners / trolley base is free of grease, grime
and dirt.
6. Carry the correct accompaniments / condiments (Pickle / Pap
pad for Indian orders and Rolls and butter for continental orders)

LEARNING OUTCOME NO. 3: PRESENT ROOM SERVICE

MEALS AND BEVERAGES TO GUESTS

Contents:

1. Room service meal delivery and serving

Assessment Criteria

1. Knocks guest’s room courteously

2. Greets guest upon entry of the room in accordance to establishment’
standards
 3. Consults guest as to where the tray is laid or where to position trolley
inside the room

Conditions

The participants will have access to:

Tools Equipment Materials/ Supplies

trays trolleys linen
toasters glassware
warming equipment/ lids table appointments

Assessment Method:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination

LEARNING EXPERIENCES
Learning Outcome 3
Present room service meals and beverages to guests

Learning Activities Special Instructions

Read Information Sheet 3.3-1:
Procedure in presenting room
service meals and beverages to
guests
Answer Self-Check 3.3-1
Check your answer using the
Answer Key No. 3.3-1
Perform Task Sheet 3.3-1
Check performance using
Performance Checklist
Read the information sheet and check
yourself by answering the self-check. You
must answer all questions correctly before
proceeding to the next activity.
Compare your answer with the answer key.
You are required to get all the answer
correct. If not, read the information sheet
again in order to answer all the questions
correctly.
Present room service meals and beverages to
guests. Present to your trainer for evaluation

Read Information Sheet 3.3-2:
Serve and place meals and
beverages correctly
Answer Self-Check 3.3-2
Check your answer using the
Answer Key No. 3.3-2
and recording.
Read the information sheet and check
yourself by answering the self-check. You
must answer all questions correctly before
proceeding to the next activity.
Compare your answer with the answer key.
You are required to get all the answer
correct. If not, read the information sheet
again in order to answer all the questions
correctly.

INFORMATION SHEET 3.3-1

Procedure in presenting room service meals and beverages to guests

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:

1. Demonstrate on how to present room service.

Delivering the order Quickly & Promptly in Room.

 Use Service lift to get to the correct floor as soon as possible.
 When on correct floor, take the shortest route to get to the room.
 Move along the corridors silently and briskly.
 Upon reaching the correct room, ring the bell / knock firmly on the door
twice and announce in a loud and clear voice “Room Service”.
 When the guest opens the room, wish him according to the time of the
day.
 Announce the order by saying “Your Coffee / Tea / Lunch / Drinks” Sir.
  Introducing yourself by the name to the guest while entering the room. 
 While walking into the room, enquire with the guest on where May I
place the tray.
 Place the tray appropriately and offer to serve him.
 If the order is in the Morning, offer to open the curtain.
 If you are serving the meal, lay a proper cover in the table or in the
trolley and start the service.
 After service find out with the guest about his proffered time for
clearance or if he would prefer to call back in room dinning for clearance.
 Wish the guest an enjoyable meal / drink / coffee.
 Retreat to the door and exit gracefully while closing the door softly
behind you.
 Fill up the Errant Card once after the order is delivered.
 If the room is on Do Not Disturb (DND), immediately inform the order
taker.
 May I take your signature Sir / Madam.

Breakfast delivery to the room:

 Knock the door and announce: “Room Service” (Wait 10 seconds before
you knock again if there is no answer). Greet the guest by his/her name
(noted on the order form); “Good morning, my name is Liza from room
service, may I enter your room?”
 Offer to setup breakfast on the dining table or on the balcony. “Excuse
me Mr. Brown, where would you like to have your breakfast, shall I set it
up on the table or would you like to eat outside?”
o If the guest wishes to sit outside, setup the tray on the
balcony table.
o If the guest wishes to sit inside setup the tray on the dining
table.
 Offer to open the curtains and to switch on the light: “May I open the
curtains for you?”, “Would you like to me to switch on the light?”
o At this point, associate starts at least one attempt to have a
small conversation: “What are your plans today Mr. Brown?”,
“Are you going for an excursion?”, “Did you try our Dara Pirom
Spa already?”
 Place the tray on the tray jack and set up the table
 Lay down the place mat and set up cutlery, also salt & pepper shaker,
flower vase, condiments etc
  Verify back that the order is complete: “That would be two Continental
breakfasts with…” Ask guest whether you may assist in pouring any hot
beverages: “Would you like me to serve you the two hot coffees?”
o The guest does not need any assistance and will pour the
beverage by him/herself
o Pour hot beverages in its respective equipment
 Ask the guest to sign the bill: “This would be your bill Mr. Brown, may I
have your signature please?”
 Offer to remove any used room service items: “I have noticed that you
have finished your fruit basket, may I clear it for you?”
 Inform the guest when the tray will be collected: “When would you like
me to clear your breakfast? Is 45 minutes fine with you?”
 Leave the guest room by using his/her name: “Have a wonderful
breakfast and enjoy you day Mrs./Mr. Brown”
 Visit all room pantries in the hotel by collecting all used equipment by
checking the room pantry list

SELF CHECK 3.3-1

Instructions. ENUMERATION. Enumerate the following. Write your answer on

your Answer Sheet.

1. Delivering the order quickly & promptly in room procedure.

 ANSWER KEY 3.3-1

1. Delivering the order quickly & promptly in room procedure.

 Use Service lift to get to the correct floor as soon as possible.
 When on correct floor, take the shortest route to get to the room.
 Move along the corridors silently and briskly.
 Upon reaching the correct room, ring the bell / knock firmly on the door
twice and announce in a loud and clear voice “Room Service”.
 When the guest opens the room, wish him according to the time of the
day.
 Announce the order by saying “Your Coffee / Tea / Lunch / Drinks” Sir.
 Introducing you by the name to the guest while entering the room. 
 While walking into the room, enquire with the guest on where May I
place the tray.
 Place the tray appropriately and offer to serve him.
 If the order is in the Morning, offer to open the curtain.
 If you are serving the meal, lay a proper cover in the table or in the
trolley and start the service.
 After service find out with the guest about his proffered time for
clearance or if he would prefer to call back in room dinning for clearance.
 Wish the guest an enjoyable meal / drink / coffee.
 Retreat to the door and exit gracefully while closing the door softly
behind you.
 Fill up the Errant Card once after the order is delivered.
 If the room is on Do Not Disturb (DND), immediately inform the order
taker.
 May I take your signature Sir / Madam?
 TASK SHEET 3.3-1
Title: Present room service meals and beverages to guests
Performance Objectives: Given providing room services, you should be able
to presenting room service meals and beverages to guests following the
correct procedure.
Supplies/Materials:Trays, trolleys, linen, toasters, glassware, warming
equipment/ lids, table appointment
Equipment:
Steps/Procedure:

1. Use Service lift to get to the correct floor as soon as possible.

2. When on correct floor, take the shortest route to get to the room.
3. Move along the corridors silently and briskly.
4. Upon reaching the correct room, ring the bell / knock firmly on the
door
Twice and announce in a loud and clear voice “Room Service”.
5. When the guest opens the room, wish him according to the time of the
day.
6. Announce the order by saying “Your Coffee / Tea / Lunch / Drinks”
Sir.
7. Introducing you by the name to the guest while entering the room. 
8. While walking into the room, enquire with the guest on where May I
place the
Tray.
9. Place the tray appropriately and offer to serve him.
10. If the order is in the Morning, offer to open the curtain.
11. If you are serving the meal, lay a proper cover in the table or in the
trolley
And start the service.
12. After service find out with the guest about his proffered time for
clearance or
If he would prefer to call back in room dinning for clearance.
 13. Wish the guest an enjoyable meal / drink / coffee.
14. Retreat to the door and exit gracefully while closing the door softly
behind
You.
15. Fill up the Errant Card once after the order is delivered.
16. If the room is on Do Not Disturb (DND), immediately inform the order
taker.
17. May I take your signature Sir / Madam?
Assessment Method:
Portfolio Assessment using Performance Criteria Checklist, Questioning

Performance Criteria Checklist

Task Sheet 3.3-1

CRITERIA Yes No

1. Follow the proper procedure.

2. Knock the door appropriately.
3. Introduce yourself.
4. Place the tray appropriately and offer to serve him
5. Lay a proper cover in the table or in the trolley and start the
service.
6. Wish the guest an enjoyable meal / drink / coffee
7. Exit gracefully while closing the door softly behind you.
8. Fill up the Errant Card once after the order is delivered
 INFORMATION SHEET 3.3-2
Serve and place meals and beverages correctly

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:

1. Familiarize the proper positioning of meals and beverages in room service

Tea / Coffee Service. (Serve the hot Beverages in the approved manner)
 Pick up the appropriate order following the standard tray set-up.
 Once the order is ready to leave the Room Service area inform the order
taker on the room number being serviced.
 Upon reaching the Room, ring the bell and announce in a loud and clear
voice “Room Service”.
 When the guest opens the room, wish him according to the time of the
day, using his name “Good Morning Mr./Ms._________. I am Captain
_________ from Room Service”.
 Announce the order by saying “Your Coffee / Tea / Drink sir”.
 If it is in the morning take the paper from the door and place it in the
rack or in the writing table neatly.
 While walking into the room, enquire with the guest on where to place
the tray and place it accordingly.
 After laying the tray in an appropriate area offer to mix the Coffee / Tea /
Drink for the guest.
 Wish the guest enjoyable Coffee / Drink and retreat to the door and exit
gracefully while closing the door softly behind you.
 SELF CHECK 3.3-2

Instructions. ENUMERATION. Enumerate the following. Write your answer on

your Answer Sheet.

1. Give at least five (5) steps in serving the hot beverages.

 ANSWER KEY 3.3-2

1. Steps in serving the hot beverages

 Pick up the appropriate order following the standard tray set-up.
 Once the order is ready to leave the Room Service area inform the order
taker on the room number being serviced.
 Upon reaching the Room, ring the bell and announce in a loud and clear
voice “Room Service”.
 When the guest opens the room, wish him according to the time of the
day, using his name “Good Morning Mr./Ms._________. I am Captain
_________ from Room Service”.
 Announce the order by saying “Your Coffee / Tea / Drink sir”.
LEARNING OUTCOME NO. 4: PRESENT ROOM SERVICE
ACCOUNTS

Contents:

1. Billing of guest

Assessment Criteria

1. Check guest account accurately

2. Presents account in accordance to establishments’ procedures
3. Presents cash payment to cashier for processing in accordance to
establishments’ guidelines
4. Presents charge accounts to guest for signing based on establishments’
procedures

Conditions

The participants will have access to:

Tools Equipment Materials/ Supplies

Pen and paper
Cashier’s receipt
guidelines
instructions

Assessment Method:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination

LEARNING EXPERIENCES
Learning Outcome 4
 Present room service accounts

Learning Activities Special Instructions

Read the information sheet and check

Read Information Sheet 3.4-1:
yourself by answering the self-check. You
Procedure in presenting guest
must answer all questions correctly before
accounts
proceeding to the next activity.
Answer Self-Check 3.4-1 Compare your answer with the answer key.
You are required to get all the answer
Check your answer using the
correct. If not, read the information sheet
Answer Key No. 3.4-1
again in order to answer all the questions
Perform Task Sheet 3.4-1 correctly.
Check performance using
Presenting room service accounts. Present to
Performance Checklist
your trainer for evaluation and recording.

INFORMATION SHEET 3.4-1

Procedure in presenting guest accounts

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
 1. Learn on how to present guest accounts.

Presenting the Bill – Make the Bill Accurately.

 Present the bill to the guest only after required service.
 The Bill should be presented in a clean folder along with a hotel pen.
 Politely request the guest to sign the bill.
 When guests have signed the bill, thank them, wish them a pleasant
meal and enquire about the clearance as mentioned in Standard
Operating Procedure (SOP).
 Leave the room gracefully taking away any unwanted items and close the
door gently.
 Return the bill to the Order Taker who will settle it in the Computer.

SELF CHECK 3.4-1

Instructions. ENUMERATION. Enumerate the following. Write your answer on

your Answer Sheet.

1. Steps in presenting the bill.

 ANSWER KEY 3.4-1

1. Steps in presenting the bill.

 Present the bill to the guest only after required service.
 The Bill should be presented in a clean folder along with a hotel pen.
 Politely request the guest to sign the bill.
 When guests have signed the bill, thank them, wish them a pleasant
meal and enquire about the clearance as mentioned in Standard
Operating Procedure (SOP).
 Leave the room gracefully taking away any unwanted items and close the
door gently.
 Return the bill to the Order Taker who will settle it in the Computer.
 TASK SHEET 3.4-1
Title: Present guest accounts
Performance Objectives: Given providing room services, you should be able
to present guest accounts following the correct procedure.
Supplies/Materials:Pen and paper, Cashier’s receipt, guidelines and
instructions
Equipment:
Steps/Procedure:

1. Present the bill to the guest only after required service.

2. The Bill should be presented in a clean folder along with a hotel pen.
3. Politely request the guest to sign the bill.
4. When guests have signed the bill, thank them, wish them a pleasant
meal
and enquire about the clearance as mentioned in Standard Operating
Procedure (SOP).
5. Leave the room gracefully taking away any unwanted items and close
the
 door gently.
6. Return the bill to the Order Taker who will settle it in the Computer.
Assessment Method:
Portfolio Assessment using Performance Criteria Checklist, Questioning

Performance Criteria Checklist

Task Sheet 3.4-1

CRITERIA Yes No

1. Follow the proper procedure.

2. Present the bill in a clean folder.
3. Politely request the guest to sign the bill.
4. Thanks the guest.
5. Leave the room gracefully.
6. Return the bill to the Order Taker.
LEARNING OUTCOME NO. 5: CLEAR ROOM SERVICE
AREA

Contents:

1. Clean room service area

Assessment Criteria

1. Checks and clear floors in accordance with establishment’s policy and

guidelines
2. Returns trays and trolleys to the room service in accordance to company
procedures
3. Re-stocks food and beverage and equipment in accordance to
establishment’s policy

Conditions

The participants will have access to:

Tools Equipment Materials/ Supplies

trays trolleys linens
toasters table appointments
 warming equipment glassware

Assessment Method:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination

LEARNING EXPERIENCES
Learning Outcome 5
Clear room service area

Learning Activities Special Instructions

Read the information sheet and check

Read Information Sheet 3.5-1:
yourself by answering the self-check. You
Procedure in clearing room
must answer all questions correctly before
service area
proceeding to the next activity.
Answer Self-Check 3.5-1 Compare your answer with the answer key.
You are required to get all the answer
Check your answer using the
correct. If not, read the information sheet
Answer Key No. 3.5-1
again in order to answer all the questions
Perform Task Sheet 3.5-1 correctly.
Check performance using
Clear the room service area. Present to your
Performance Checklist
trainer for evaluation and recording.
 INFORMATION SHEET 3.5-1
Procedure in clearing room service area

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:

1. Demonstrate on how to clear the room service area.

Clearing the Tray from the Room – Promptly on Time.

 The time of clearance is known by asking the guest during service

or from the order taker if the guests call back Room Service for his
clearance.
 Upon reaching the rooms follow the same procedure as in SOP for
opening the door.
 After the guest opens the door announce intention of clearing the
tray / trolley.
 Arrange all the clearance on the tray and get guest feedback.
 Arrange the guest room as appropriately.
 Find out if the guest would like anything else “Is there anything
that we could assist you Mr./Ms._____________”.
 If nothing, exit from the room gracefully while wishing the guest a
wonderful day / night.
 Carry the tray back from the Room to Room Service pick up any
other tray that you may find in the Corridor / Pantry.
 Be careful not to drop anything on the way.
 Inform the Order Taker about the clearance.

Clearing of Room Service Delivery:

  Room Service Associate checks the room service schedule with the
indicated time of delivery to the guest room
 Room Maids/ Public Cleaner will immediately clear any room
service trays which are placed outside the guest door and remark
the tray and room number in the form, in order to indicate the
room service associate which room has been cleared.
 Guest courtesy call to the room: 5 Minutes before 45 minutes
associate makes a phone call to the room by saying: “Good
morning/ afternoon/ evening Mr. Brown, I apologize to disturb,
have you finish your breakfast/ lunch/ dinner, may I clear your
tray?”
 The guest does need more time, do not disturb them anymore, wait
ten more minutes.
 Immediately make your way to the guest room to collect the tray. If
the tray is not outside the corridor, proceed to the room pantries to
collect the tray.
 If the tray from the guest room is not in the room pantry, collect the
tray by visiting the room pantry during the next scheduled round.
Clearing of Floors & Room Pantries:
 After any room service delivery, check all floors & pantries for
empty trays, fruit baskets etc.
 After receiving a phone call from the guest room or the room maid,
proceed to the pantries and collect all used items.
 Every 60 minutes, the room service associate proceeds with the tray
or trolley to collect all used items in the corridors and pantries.
 In the room pantry complete the “Removal of room service order”
forms for recording purposes.
 After every room service shift end the person in charge will collect
all forms by visiting all pantries, replacing of new form and
collecting of used items.
 SELF CHECK 3.5-1

Instructions. ENUMERATION. Enumerate the following. Write your answer on

your Answer Sheet.

1. Give at least five (5) steps in:

 Clearing the tray from the room – promptly on time.

 Clearing of room service delivery
 Clearing of floors & room pantries
.
 ANSWER KEY 3.5-1
Clearing the Tray from the Room – Promptly on Time.
 The time of clearance is known by asking the guest during service
or from the order taker if the guests call back Room Service for his
clearance.
 Upon reaching the rooms follow the same procedure as in SOP for
opening the door.
 After the guest opens the door announce intention of clearing the
tray / trolley.
 Arrange all the clearance on the tray and get guest feedback.
 Arrange the guest room as appropriately.
Clearing of Room Service Delivery:
 Room Service Associate checks the room service schedule with the
indicated time of delivery to the guest room
 Room Maids/ Public Cleaner will immediately clear any room
service trays which are placed outside the guest door and remark
the tray and room number in the form, in order to indicate the
room service associate which room has been cleared.
 Guest courtesy call to the room: 5 Minutes before 45 minutes
associate makes a phone call to the room by saying: “Good
morning/ afternoon/ evening Mr. Brown, I apologize to disturb,
have you finish your breakfast/ lunch/ dinner, may I clear your
tray?”
 The guest does need more time, do not disturb them anymore, wait
ten more minutes.
 Immediately make your way to the guest room to collect the tray. If
the tray is not outside the corridor, proceed to the room pantries to
collect the tray.
Clearing of Floors & Room Pantries:
 After any room service delivery, check all floors & pantries for
empty trays, fruit baskets etc.
 After receiving a phone call from the guest room or the room maid,
proceed to the pantries and collect all used items.
 Every 60 minutes, the room service associate proceeds with the tray
or trolley to collect all used items in the corridors and pantries.
 In the room pantry complete the “Removal of room service order”
forms for recording purposes.
 After every room service shift end the person in charge will collect
all forms by visiting all pantries, replacing of new form and
collecting of used items.

TASK SHEET 3.5-1

Title: Clear the room service area
Performance Objectives: Given providing room services, you should be able
to clear the room service area following the correct procedure.
Supplies/Materials:Trays, Trolleys, Linen, Toasters, Glassware, warming
equipment/ lids, table appointment
Equipment:
Steps/Procedure:

1. Room Service Associate checks the room service schedule with the
indicated time of delivery to the guest room
2. Room Maids/ Public Cleaner will immediately clear any room service
trays which are placed outside the guest door and remark the tray
and room number in the form, in order to indicate the room service
associate which room has been cleared.
3. Guest courtesy call to the room: 5 Minutes before 45 minutes
associate makes a phone call to the room by saying: “Good morning/
afternoon/ evening Mr. Brown, I apologize to disturb, have you finish
your breakfast/ lunch/ dinner, may I clear your tray?”
4. The guest does need more time, do not disturb them anymore, wait
ten more minutes.
5. Immediately make your way to the guest room to collect the tray. If
the tray is not outside the corridor, proceed to the room pantries to
collect the tray.
6. If the tray from the guest room is not in the room pantry, collect the
tray by visiting the room pantry during the next scheduled round.
Assessment Method:
Portfolio Assessment using Performance Criteria Checklist, Questioning

Performance Criteria Checklist

Task Sheet 3.5-1
 CRITERIA Yes No

1. Follow the proper procedure.

2. Clear room service trays.
3. Use Standard Operating Procedure (SOP) in clearing the room
service area.

Bibliography

http://ezinearticles.com/?Telephone-Handling&id=417032
http://bizguy.tv/the-art-of-suggestive-selling-efficient-tips-on-improving-your-
tips/#
http://www.rwsmithco.com/community/hotel/top-10-tips-for-successful-
hotel-room-service/
http://www.danielgfuchs.com/public/uploadfile/daniel/file/DHR-CO-FBS-
SOP-101%20Room%20Service%20-%20Process%20Diagram.pdf
http://aboutfoodbeverage.blogspot.com/2012/09/sop-standard-operating-
procedures-f.html
http://hospitalitynu.blogspot.com/2012/08/room-service-room-service-it-
implies_4.html
http://www.fordham.edu/images/Facilities/food/pdfs/etiquette2.pdf