FOOD AND BEVERAGES SERVICES HANDOUTS
Take and Process Room Service Orders
Room service, also known as in-room-dining, is a kind of service by a hotel or other
accommodation establishments that enables guest to choose menu items and have it delivered to their rooms.
Preparing Room Service Items for Service Periods
● Most modern hotels have a single pantry for the room service department located conveniently near
the kitchen and the service lift. This pantry should be fully equipped for quick and efficient service to
the rooms.
● Room service catering can involve the delivery of everything from complimentary items and items for
which no charge is made (such as ice buckets and glasses) through drinks or light snacks to full a la
carte meals with wine.
● To perform efficiently, even at the busiest times, a room service department must analyze the demand
to allow for occupancy levels and special circumstances (e.g., the delegates at a major convention all
requiring an early breakfast before a day’s outing).
Taking Room Service Orders
1. Most room service orders are requested by guest using a telephone.
2. The person answering the call must have a good knowledge of the menu and telephone ethics.
Example: “Good morning, Mr./Ms.______. This is Room Service, (name of server) speaking. How
may I help you?”
-Use guest’s name (from P.O.S. machine)
-The phone should never ring more than 3 times.
-Answer in a calm, cheerful voice using that standard greeting.
3. If more than one line is ringing, the guest is politely greeted and asked, “May I put you on hold for a
while?” Wait until the guest responds. When returning to the guest that you put on hold, say: “Thank
you for waiting/staying in the line. How may I help you?”
4. If using an automated system, thank the remaining on the line.
5. Verify the guest’s name and room number for the delivery.
6. Listen to the guest’s order.
7. Make suggestions from each section of the menu.
8. Up-sell if possible- beverages, side orders, appetizers and desserts.
9. Obtain the full order including condiments.
10. Write everything down on duplicated pads.
When speaking with the guest on the telephone, remember these guidelines:
● Use the standard greeting.
● Each guest must be given complete attention.
● Each guest must be addressed by his/her last name.
● Use the guest’s name with a cheerful voice.
● Always use proper language without using slang language (e.g. Char, Bongga, Sana all.)
● Guests must always be given as estimated delivery time.
● The guest must always hang up first.
● Secondary conversations should be carried out in the office while orders are being taken.
Relevant Information in Taking Room Service Orders
In taking room service orders, relevant information must be carefully written down or recorded. These may
include:
1. Name of the guest 4. Detailed food orders
2. Room number 5. Time the order was taken
3. Number of persons 6. Time for delivery
In general, the steps in taking and processing room service orders can be put into a sequence like this:
1. Attend telephone calls promptly and courteously with customer service standards.
2. Check and use guest’s names throughout the interaction.
3. Clarify, repeat and check details of orders/relevant information with guests for accuracy.
4. Use suggestive selling techniques when appropriate (e.g. if customer is in a hurry or not).
5. Advice guest of appropriate time of delivery
6. Record room service orders and check relevant information in accordance to establishment policy
and procedures.
7. Interpret room service orders received from doorknob dockets
8. Transfer orders promptly to appropriate location for preparation
9.
Suggestive Selling Techniques
Suggestive selling- a sales technique where the employee asks the costumer if they would like to include an
additional purchase/order or recommends a product which might suit the guest.
!!Keep in mind
✔ Never ask open ended questions like, “What can I get for you?” or “What would you like this
evening?” If these types of questions are asked, the opportunity to sell is lost. Questions have
to be specific.
✔ Consider kitchen stock FIFO (First In First Out).
✔ Offer slow moving but highly profitable items.
✔ Suggest aperitif or wine to go with their meal.
✔ Offer specialty of the day/house.
✔ Inform guest of food portioning for possible adjustments with their orders.
Tactics for Successful Suggestive Selling
● Be descriptive- explain how and why selected menu items might be of interest to guests.
● Be excited about items you want to sell.
● Speak clearly and be concise.
● Be prepared to answer any questions.
● Make personal recommendation; suggest items that you like yourself.
Definition of Technical Terms:
Condiment A spice, sauce or other food preparation that is added to food to impart a
particular flavor or to enhance its flavor
Door knob menu A type of room service menu that a housekeeper can leave in the guest
room. A doorknob menu lists a limited number of breakfast items and
times of the day that the meal can be served. Guests select what they
want to eat and the times they want the food delivered, and then hang
the menu outside the door on the doorknob.
Par Stock The correct amount or quantity of a product kept in stock as decided by
management
Pantry Is a room where beverages, food and sometimes dishes, household
cleaning chemicals, linens, or provisions are stored. Food and beverage
pantries serve in an ancillary capacity to the kitchen.
Room service The service of food and beverages in guests’ rooms in hotels or other
accommodation establishments, such as motels or service apartments
Tray A container or receptacle, with slightly raised edges, used for carrying,
holding, or displaying articles
Trolley A table on four small wheels with one or more shelves under it, used for
serving food or drinks
