Delivering and Serving Room Service Orders

Delivering and Serving Room Service Orders

Knock 3 times (Make sure there is no DND sign

gently)

Room Service Staff: Room Service!

( Guest will open the door) (Do not enter the room until the guest gives you the permission to enter.)

Room Service Staff: Good morning Ma’am! Here’s your room service order. May I come in?

(Once inside the room. Leave the door open unless the guest orders you to close it.)

Room Service Staff: Shall I leave  the food on the trolley or do you want it to be transferred on your

                                      table?

Guest: Please transfer it on the table.

Room Service Staff: ( Set up the table)

( After setting up the table, offer personalized service)

Room Service Staff: May I uncover your meal?

                                      May I serve the coffee?

                                      Would you like me to open your curtain for

                                       you?

                                      How’s the room temperature?

                                      Would you like me to adjust it for you?

                                      Do you have any special request?

(If the guest wants to eat later, leave the food in the heater)

 (Present the bill folder with the figure faced down as you say)

 Room Service Staff: May I present the bill.

(It is assumed that the waiter or Room Service Staff has been told beforehand the billing status of the guest if he has to pay in cash or allowed to sign)

Guest: Here’s the payment. (Exact amount)

Room Service Staff: Thank you for paying exact amount.

                                      Is there anything else I can do for you?

 (Before leaving)

( Make sure that the heater is turned off as this may cause fire)

Room Service Staff: Ms Gomez, when would you want me to come back to clear the soiled dishes?

Guest: After 30 minutes.

Room Service Staff: Alright Ms Gomez. If you have any request please feel free to call Room Service at

                                     8888 and we’ll be happy to assist you. Enjoy your meal day and have a nice day!

Clearing Procedure:

Knock 3 times

Room Service Staff: Good morning Ma’am! Room Service.

                                     May I come in?

Guest: Yes

(Once inside the room. Leave the door open unless the guest orders you to close it.)

Room Service Staff: Excuse me Ma’am are you done with this?

                                     May I take this now?

Guest: Yes

( Buss out the dinner wares back to the trolley. Get the control sheet and check if all the listed wares are present)

Room Service Staff: Is there anything else I can do for you?

Guest: No thanks.

Room Service Attendant: Ok Ma’am just call Room Service at 8888 if you need anything. Enjoy your stay. Have a nice    

                                               Day!

 ****************************************************

Service of Door Knob Menus

1. Door knob menus are placed inside the guestrooms by room attendants.

2. After filling up the door knob menu, the guest will hang it in his door knob to be picked up by the

    room service waiter.

3. Captain must counter check the room number with that indicated in the door knob menu to prevent

    mistakes in the delivery or orders.

4. Collected door knob menus are to be endorsed to captain or order taker for the recording and

    preparation of receipts.

5. Doorknob orders are endorsed to waiter for the mis-en-place preparation.

6. Captain should closely monitor the service time and see to it that the delivery of order is done on the

     time requested, especially for door knob orders.

Clearing Procedures

1. The waiter who serves the food order is required to clear soiled dishes, trays and trolleys from the

     room.

2. Upon pick up, busboy or waiter must check whether all equipment indicated in the control sheet are

     available for pick up.

3. If there are missing items and the waiter is inside the room, he must locate for the missing item.

     If the guest is inside the room, tactfully ask him/her assistance in locating the items. Report to the     

     captain any recovered item for proper recording.

4. Captain should assign one busboy or waiter to pick up all soiled dishes, trays and trolley lying on floors

     and hallways.

5. The waiter or busboy who is assigned to pick up trays/trolley should also check pantry area for un-

     cleared items.

6. All collected tray/ trolley are to be bought to the dishwashing   area, segregated according to kinds and

     sizes.

7. Segregate linen and bring them to the linen box of the room service.

Star Hotel and Restaurant

Food and Beverage Department Room Service Control Sheet

Date:________________

Room No.	Guest Name	Order	Equipment/ Supplies Delivered to room	Time of Delivery	Time of Pick Up	Waiter	Remarks

Note: Control Form is a tool for monitoring the movement of supplies in the guestrooms. It lists down what is delivered to what is delivered to what room and the time of delivery and pick up. In the “remark” portion, the waiter can indicate if items have been cleared from the room.

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