Summary

This document provides a guide on room service in hotels, covering procedures for taking orders, setting up trays and trolleys, and serving food and beverages. It also outlines the importance of room service and various types of services available (24 hour, breakfast only, etc).

Full Transcript

MET 5: PROVIDE ROOM SERVICE CHUNK 1.0: TAKE AND PROCESS ROOM SERVICE ORDERS CHUNK 1.1: PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO GUESTS AND ROOM SERVICE ACCOUNT CHUNK 1.2: CLEAR AWAY ROOM SERVICE EQUIPMENT LET’S RECALL OBJECTIVES DEMONSTRATE THE...

MET 5: PROVIDE ROOM SERVICE CHUNK 1.0: TAKE AND PROCESS ROOM SERVICE ORDERS CHUNK 1.1: PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO GUESTS AND ROOM SERVICE ACCOUNT CHUNK 1.2: CLEAR AWAY ROOM SERVICE EQUIPMENT LET’S RECALL OBJECTIVES DEMONSTRATE THE ROOM SERVICE TELEPHONE CONVERSATION FOLLOWING THE TELEPHONE ETIQUETTE; MASTER THE SETTING UP OF TRAYS AND TROLLEYS; AND PERFORM AND SERVE THE FOOD AND BEVERAGE ORDERS TO GUEST BY FOLLOWING THE ROOM SERVICE PROCEDURE QUESTION WHAT IS ROOM SERVICE? LET’S REVIEW ROOM SERVICE Also known as “In- room dining”, one of the offered services in the hotel where the guest orders will be delivered to their rooms. ROOM SERVICE Room Service provides guests with food and beverage service in the privacy of their own room or suite. Room Service is a feature in some way in establishments that offer accommodations. THE SEQUENCE OF ROOM SERVICE 1. Knock the door lightly 2. Announce yourself (Room Service) 3. Greet Guest Warmly 4. Use guest’s name 5. Ask if you may enter the room 6. Ask where to set up order 7. Offer to pour beverage (bottle beverage) 8. Service of the dinner according to the guest needs 9. Offer additional assistance 10. Inform guest about pick-up 11. Wish guest an enjoyable meal 12. Thank the guest IMPORTANCE OF ROOM SERVICE A convenience for the guest offering a 24-hour service of F&B It gives a further appeal for those type of clientele that may be booking into the hotel wanting that service because they know they’ll get tired/jetlagged or stay in to work and want that option of a 3am breakfast, lunch or dinner meal indoors. WHY ROOM SERVICE: Can enjoy meals in the privacy of own room. Can place order even at odd hours. Food is delivered to room. therefore it saves time. QUESTION TAKING ROOM SERVICE ORDER ROOM SERVICE ROOM SERIVCE is part of the hotel operation where they serves food conveniently to their respective guest rooms by just calling the room service department and place order of food and drinks to be sent to their room. HOW TO TAKE ROOM SERVICE ORDER? Telephone interactive TV System Door Knob Menu TAKE AND PROCESS ROOM SERVICE ORDERS Identify the range of room service products that are available within the enterprise. Take guest order for room service use selling techniques to optimise room service sales. Confirm guest order for room service and advise of expected service time. Record room service order. Action the room service order according to enterprise procedures. IDENTIFY THE RANGE OF ROOM SERVICE PRODUCTS THAT ARE AVAILABLE WITHIN THE ENTERPRISE Room Service provides guest with food and beverages service in the privacy of their own room or suite. Room Service is a feature in some way in establishments that offer accommodation. Different establishments including Hotels, Resorts, from 5 or 6 star to 1 star, services apartments or villas and residential clubs offer different types of room service ranging from a full compendium menu with 24-hour service to breakfast only served in the room and ordered by door knob menu. Some establishments will have a separate room service kitchen and production area in others it may be part of the restaurant operation. TYPES OF SERVICE AVAILABLE 24 hour room service breakfast only “Do it yourself” breakfast tea and coffee making facilities meal period service only Mini Bar WHAT KIND OF ROOM SERVICE ARE THERE? Each type can be linked to a star rating or style venue: 24 HOUR ROOM SERVICE Full room service department with a menu which covers 24 hours. BREAKFAST ONLY Ordered via doorknob menu, or at the front desk the night before or phoning direct. WHAT KIND OF ROOM SERVICE ARE THERE? Each type can be linked to a star rating or style venue: DO IT YOURSELF BREAKFAST (DIY) The venue provides food items such as milk, juice, breads, eggs, bacon, etc. And the equipment toaster, Fry pan or microwave etc. The guest cooks for themselves, this is common in all suites hotels or apartment rooms which may be 5 star but offer alternatives for long stay guest. WHAT KIND OF ROOM SERVICE ARE THERE? Each type can be linked to a star rating or style venue: TEA AND COFFEE MAKING FACILITIES Tea and coffee making facilities provided so the guest can create and serve themselves. MEAL PERIOD SERVICE ONLY When the venue has a waiter from the restaurant allocated to room service and they take the orders, room service guest can choose from a limited restaurant menu. WHAT KIND OF ROOM SERVICE ARE THERE? Each type can be linked to a star rating or style venue: MINI BAR Is the provision of a selection of miniature beverages and snacks such as chocolates or crisps. The Mini bars are an additional service offered by many venues. The guest expect them in most instances (especially five star venues). TAKE GUEST ORDER FROM ROOM SERVICE -GREET CALLERS WARMLY- The telephone must be answered within the three (3) first rings. Identify your department and introduce yourself by name TAKE GUEST ORDER FROM ROOM SERVICE EXAMPLE: Good Morning / Good Afternoon / Good Evening, Room Service! This is (name of the order taker) how may I assist you Mr./Ms./Mrs. TAKE GUEST ORDER FROM ROOM SERVICE Always answer the telephone in accordance with establishments policies. Always be happy to help Always use the standard greeting, being consistent with other colleagues and in line with the establishment procedures. Try to smile when speaking, as a smile can be heard in the voice. TAKE GUEST ORDER FROM ROOM SERVICE By using the customer’s name, you provide personalized service. UPSELLING TECHNIQUES OPTIMISE ROOM SERVICE SALES Always update your knowledge of the hotel’s activities & promotions, both current and upcoming. Study the menu thoroughly; you must learn and remember the contents by heart. Double-check with the kitchen what the daily specials are. Check which accompaniments are available and appropriate UPSELLING TECHNIQUES OPTIMISE ROOM SERVICE SALES If the guest seems hesitant or need suggestions, try to find out what type of food he/she likes, e.g., beef, pork, poultry, or seafood If the guest announces only main dishes, try to suggest a starter and ask Suggest the most popular and profitable dishes, according to the menu engineering report. Suggestive selling works well when the staff have a full and complete knowledge of menu possibilities. CONFIRM GUEST ORDER FROM SERVICE AND ADVICE OF EXPECTED SERVICE TIME Repeat the order back to the customer to check for accuracy, and amend where necessary, room service orders are frequently placed over the phone or by text and there is no actual face-to-face interaction, which can lead to confusion, misunderstanding and mistake. CONFIRM GUEST ORDER FROM SERVICE AND ADVICE OF EXPECTED SERVICE TIME The delivery of meals/beverages that are not as ordered (or as intended to be ordered) will cause delay. When taking a room service, you must never be afraid to ask question. When clarifying details, check the guest name and spelling and the room number- this may be visible on a screen when you answer the request. RECORD ROOM SERVICE ORDER Room service orders are commonly recorded in conjunction with a discussion with the guest. The order may be written either by hand or recorded electronically. A ROOM SERVICE ORDER FORM NEEDS TO INCLUDE: Current date and docket number, to enable it may be necessary to add date of delivery if it’s not the current date. Name of the registered gust and the name of guest ordering if they are different Room Number Time the order is taken and by whom Estimated time of delivery to the guest Location of delivery, if the guest is in the room or poolside A ROOM SERVICE ORDER FORM NEEDS TO INCLUDE: Special Requirements including extra sauces or condiments request What food items were ordered and standard requirements Any extra items Who took the order, in case there is need to clarify PREPARE THE TRAY AND TROLLEY PREPARE THE TRAY AND TROLLEY After getting the order and request of the guest, As assigned to be the room service attendant, plenty of considerations must be follow and prepare before heading to the guest room. These are the following considerations in setting up tray and trolley. PREPARE THE TRAY AND TROLLEY 1. When the order is now ready immediately go to the kitchen. Look and check for correct crockery, cutlery and glassware are in place. Check items if it is clean 2. Check of the order of the guest and the orders given by the kitchen are matched. 3. Put the hot food in a warmer and see to it that is has a food cover. 4. Check the food if its presentable and appetizing following the establishment standard presentation. 5. Check the time expected to deliver. Avoid delay of delivery LECTURE TIME REVIEW THE CHUNK 3 WHILE DOING YOUR LECTURE. WE’LL HAVE A SHORT QUIZ AFTER.

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