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FBS 1st Lesson in TVL grade 10 and 9 food and beverage
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- 3. ROOM SERVICE • Roomservice 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 accommodation.
- 5. What are theimportance 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.
- 6. 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.
- 7.
- 8. ROOM SERVICE • Roomservice is part of the hotel operations where they serves food conveniently to their respective guest rooms by just calling the room service department and place order of food & drinks to be sent to their room.
- 9. How to takeRoom Service Order? • Telephone • Interactive TV system • Door Knob Menu
- 10. Take and processroom 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
- 11. • Room serviceprovides 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 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. Identify the range of room service products that are available within the enterprise
- 13. What kinds ofRoom service are there? Each type can be linked to a star rating or style of 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.
- 14. • “Do ityourself” Breakfast, the venue provides food items such as milk, juice,breads, eggs , bacon etc. and the equipment, toaster, fry pan, or microwave etc.and 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 guests • Tea and Coffee making facilities provided so the guest can create and serve themselves .
- 15. • Meal periodservice only, when the venue has a waiter from the restaurant allocated to room service and they take the orders, room service guests can choose from a limited restaurant menu.
- 16. • Mini Baris the provision of a selection of miniature beverages and snacks such as chocolate or crisps. The Mini bars are an additional service offered by many venues. The guests expect them in most instances (especially five star venues).
- 17. Take guest orderfor room service ~Greet Callers Warmly: • The telephone must be answered within the three (3) first rings. • Identify your department and introduce yourself by name. • Announce: “Good morning / Good afternoon / Good evening In Room Dining, (according to the time of the day), this is (name of the order taker), may I assist you Mr./Mrs./Miss” followed by the name of the guest according to the data digitally displayed by the phone system (if available).
- 18. • Always answerthe telephone in accordance with establishments policies. Your supervisor will have. • Always be happy to help • Always use the standard greeting, being consistent with other collegues and in line with the establishment procedures • try to smile when speaking, as a smile can be heard in the voice.
- 19. Example: • "Yes, wedo, Ms. Zhang the chef makes a wonderful noodle soup." • "Please hold the line, Mr. Pham. I'll just check with the chef to see if the Seafood dish can be served without the sauce." • "Can I just confirm your order, Mr. Ly? That will be three dozen natural oysters, three dozen natural oysters, three serves of pork ribs and you will be calling back later with a dessert order, if required."
- 20. • By usingthe costumer's name, you provide personalised service.
- 21. Use selling techniquesto 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.
- 22. • If theguest seems hesitant or needs suggestions, try to find out what type of food she/he likes, e.g., beef, pork, poultry or seafood • If the guest announces only main dishes, try to suggest a starter and ask • ~“May I suggest our special avocado cocktail as your starter, Madam/Sir?” and/or “Would you care for any wine to go with your meal?” (the possible combinations for any eventual suggestion are to be provided by the Executive Sous Chef)
- 23. • Suggest themost 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.
- 24. Confirm guest orderfor room service and advise of expected service time • Repeat the order back to the costumer 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.
- 25. • The deliveryof 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 questions. • 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.
- 26. Also check: • Thetime the room service is required • The number of guests being served • Whether the room service being requested is for service in the guest's room or elsewhere; poolside or lounge area.The order may be required for takeaway such as a picnic basket, or packed sandwiches.
- 27. Check the followingfood order requirements: • Does the guest require vegetables or salad? • How is the steak to be cooked? • Cream or ice cream with the dessert? • Annunciate clearly, some words may be unclear, mispronounced.
- 28. • Ask theguest to repeat if the words are indistinct for example: • Was that salad or salsa? • Do you want the steak are or medium-rare?
- 29. • timing ofthe delivery is influenced by the cooking and assembly time of the order, morning are busy times with lifts and corridors shared with housekeeping staff and porters. Timing may also influence a guests choice of food items.
- 30. Record room serviceorder • 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.
- 31. A Room ServiceOrder form needs to include: • Current Date and Docket Number, to enable it may be necessary to add a date of delivery if it's not the current date • Name of the registered Guest and the name of the guest ordering if they are different and Room number • Time the order is taken and by whom • Estimated time of delivery to the guest • Location of delivery, is the guest in their room or poolside?
- 32. • Special Requestsincluding extra sauces or condiments requested • What food items were ordered and standard requirements • Any extra items such ad Cream and Ice cream with fruit Pie. • Who took the order, in case there is need to clarify.
- 33. DOCKET • Dockets aregenerally use for breakfast menus and are collected the night before from rooms on each floor. There is generally a cut off time for the evening collection of door knob dockets. • The docket should then be transfered to the appropriate location for preparation,which may take place the following morning if the docket was checked and processed the evening before.
- 34. • Door knobdockets are stored in order of delivery request time, from the earliest to the latest, and divided into groups. • for example: Continental (light breakfast) or fully cooked.
- 35. Action the roomservice order according to enterprise procedures Many hospitality establishments operate an electronic room service order-taking system where information is fed into a cash register and a docket is then printed up Other establishments will use a manual system Once taken, the orders should be immediately transferred to the appropriate locations Kitchen, the Bistro or Cafe, the bar or beverage dispence or a retail outlet within the complex.
- 36. • at thesame time the order is taken and electronically transferred to or printed out in the kitchen.
- 37. ROOM SERVICE MENU •TABLE D HOTE MENU • A LA CARTE MENU • OTHER MEN TYPES
- 38. TABLE D' HOTEMENU • IS A FRENCH WORD WHICH MEANS FOOD FROM THE HOSTS' TABLE. A TABLE D' HOTE MENU OFFERS A COMPLETE MEAL AT A FIXED PRICE FOR THE GUESTS NO MATTER HOW MUCH FOOD HAS BEEN CONSUMED. THIS MENU CAN INCLUDE APPETIZERS, SOUPS AND SALADS, ENTR'EES, AND DESSERTS.
- 39. • TABLE D'HOTE MENU ALWAYS ENSURE MINIMUM WASTAGE OF FOOD AND EASY FOOD PREPARATION • A TABLE D' HOTE MENU CAN BE DESCRIBED AS: • - CLASSIFIED MENU
- 40. Their many adaptationsare used for the following ranges of food service operation. • A. Banquets : a banquet menu offers a selection of fixed items given at a set price. however in some special occasions the food can be served according to guest's preference. • B. Buffets : can be categorized as a form of table d' hote menu due to limited offerings of food items at predetermined set price.
- 41. • C. Coffeehouses : coffee house menu is a set menu which offers food often for twelve to eighteen hours of the day. • the dishes in this type of menu are individually priced. • coffee house menu often offers limited choice of food (ex. snacks, light meals, lunch or dinner) which require little preparation time and quick to cook. • a simplified form of service is basically offered by the coffee house menu, for example plate service,counter service, etc.
- 42. • D. Cyclicalmenu : offers specific food items which repeat in cycle for a set period (normally 7,10,14, or 28 days). this menu refers several menus taht are offeres in rotation.
- 43. A LA CARTEMENU • is a very popular type of menu. a la carte menu offers a free and greater choice of food items from the card or menu of a restaurant which are individually priced. basic characteristic of A la carte menu is: • - this menu is broader menu than a table d hote menu since more Mise en place is required to be done to prepare food from A LA CARTE menu.
- 44. • A lacarte menu generally comprises of a large selection of food items hence may resulted in increased check averages.Style of a la carte menu and semi a la carte menu are also followed in the following menus: • Breakfast Menu- offers juices,fruits, cereals,eggs, meats, pancakes, french toasts,waffles,bakery goods, side dishes and beverages. and semi extensive( large in size or amount) variety of combinations of food.
- 45. • Luncheon menu: will be either ala carte or semi a la carte. A la carte section in the Luncheon menu generally offer appetizers, salads, cold and hot sandwiches,desserts and beverages. and the semi ala carte segment includes salad, vegetables, potato, or rice. the following characteristics can be observed in a Luncheon menu: • the luncheon menu basically offers daily specials of any food service organization.
- 46. • C. DinnerMenu : presents both a la carte and semi a la carte items. a dinner menu offer more appetizers and entrees than a luncheon menu. American French or russian service is followed while offering dinner menus.
- 47. • D. Californiamenu : is used only in the california restaurants where foos items are available regardless of the time of the day whether it breaksfast or lunch or dinner. California menu can be offered as separate menu for each meal, such as breakfast, lunch, dinner
- 48. • Ethic menu: offers food items that are representative of the particular cuisine from a particular region or country. the food price can be ranged from moderate to high. • Specialty Menu: Specialty menu is amalgamation of both a la carte and semi a la carte items.
- 49. • G. Roomservice menu : prix fixe style or fixed price. it is a french term that refers to a type of menu. Guest usually ordered items from the room service menu through guest room telephone. • Lounge menu : are generally served in hotels, inns, and spas where customers can order selective item that require easy preparation and less costly in the dining room.
- 50. other types • staticmenu : same dishes all year long • du jour menu: specialty of the house section. changed daily. wriiten on chackboard / seasonal • wine menu: selections of wines ranging from low to high . the name, country of origin, the year of the vintage,its price and the bin number. this menu can also described the style, taste,flavor and the nemes of food that are paired with any particular wine.