F&BF&B IIIIF&BF&B-- IIIISession 8Session 8

Room Service Room Service Foundation Certificate in InternationalFoundation Certificate in InternationalFoundation Certificate in International Foundation Certificate in International

Hospitality ManagementHospitality Management

under Academic Supervision of

Session ObjectivesSession Objectives

By the end of the session you will be able to:Understand Room Service Department

under Academic supervision of

Room ServiceRoom Service

Room Service provides the most unique diningexperience among all the F&B outlets of thehotelThis outlet serves F&B to the resident guests intheir rooms and is an essential part of any fivestar hotelstar hotelThe room service generally operates 24 hrs;however smaller hotels may provide roomhowever, smaller hotels may provide roomservice for a limited period of time

under Academic supervision of

Room Service OrdersRoom Service Orders

As guests place Room Service orders:The Order Taker records their orders on the guest cheques in POS systemIt gets prepared in the kitchenThe tray / trolley is set as per the orderThe server carries the order to the room & servesClearance is done

under Academic supervision of

Attributes of an Attributes of an Room Service Order Room Service Order TakerTaker RSOTRSOTTaker Taker RSOTRSOT

Attention to detailSelling abilityTelephone etiquettesp qProduct knowledge

under Academic supervision of

Order Taking ProcessOrder Taking Process

Prompt answer of calls with standard phrasesSuggestive selling / Up selling techniques to be followedRepeat the order, the current time & probable delivery timeGuest should be thanked for the order by addressing by name and reconfirming the room

bnumber

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Room Service Pantry & Tray Set up Room Service Pantry & Tray Set up

Trays & Trolleys, CGS equipmentTea tea bags & leaf teaTea - tea bags & leaf teaCoffee filter, instant, decaffeinatedCanned juicesS hSquashesSherbet concentratesProprietary items such as:-

B itBournvitaHorlicksDrinking chocolate, etc.KetchupTabascoMustard

under Academic supervision of

Pantry EquipmentsPantry Equipments

The pantry should have the following equipment:Sink UnitHot PlateSalamanderRefrigeratorRefrigeratorCoffee MachineWater BoilerWater BoilerChopping BoardKnives

under Academic supervision of

Knives

Process of Tray / Trolley Set UpProcess of Tray / Trolley Set Up

Pick up a clean tray / trolleyPlace the bud vase, cruet set & condiments as per the orderPlace the cover as per the number of guests

Crockery, cutlery, glassware & napkinPlace the food order with the Service cutleryPlace the beverage ordergEnsure the tray / trolley is checked thoroughly by the Supervisor before it leaves the pantry

under Academic supervision of

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Tea Order Set UpTea Order Set Up

under Academic supervision of

Continental Breakfast Set UpContinental Breakfast Set Up

under Academic supervision of

American Breakfast Set UpAmerican Breakfast Set Up

under Academic supervision of

Lunch / Dinner OrderLunch / Dinner Order

under Academic supervision of

Room service Trolley Set UpRoom service Trolley Set Up

under Academic supervision of

F&B AmenitiesF&B Amenities

Are complementary items placed in the roomTea / Coffee MakerFruit Basket / Cut Fruit PlatterAssorted CookiesAssorted NutsAssorted NutsBottle of Wine / ChampagneBottled WaterBottled Water

The charges are part of the Room Rent

under Academic supervision of

F&B Amenities ProcessF&B Amenities Process

The Room service department is required to place On the house amenities in respective rooms as per the status of the guestThe Front office department intimates the daily requirement and the kind of amenities (small and large fruit and cookie beverages etc ) required tolarge fruit and cookie, beverages etc.) required to the Room service department

under Academic supervision of

Handling F&B AmenitiesHandling F&B Amenities

The status of the guests is intimated to the Room service by the front office to plan their dayA copy of the intimation is sent to the main kitchen and dispense bar to requisite for Fruits & Beverages which needs to be placed on complimentary basiscomplimentary basis

under Academic supervision of

Service Procedure Service Procedure

Delivery of the orderOn timeRight temperatureg p

Service in the roomKnock on the doorKnock on the doorUse appropriate salutations of the dayPlace the tray or trolleyPlace the tray or trolley Present the check to the guest

under Academic supervision of

Procedure for ClearanceProcedure for Clearance

Knock three times and announce Room ServiceAppropriate salutations of the dayAsk if you could clear the trayThank him before you leave and shut the door behind

under Academic supervision of

Mini BarMini Bar

A small bar in the room with a fixed set of Beverages and Snacks available for guest

consumption on chargeable basis

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Mini BarMini Bar

The Guest fills the consumption on the Mini barconsumption advice for the charges to be billedby the room service on to the Room account

under Academic supervision of

Types of Mini BarTypes of Mini Bar

Soft BarBottled waterAerated drinksS kSnacks

Liquor BarBottled waterBottled waterMiniatures of SpiritsPint of BeerPint of BeerSnacksChocolates

under Academic supervision of

Minibar ProcessMinibar Process

Staff should use service lift and not guest elevatorsStaff should knock on door, or ring door bell and announce Room Service. If no reply, staff should open the door, enter and announce themselves againthemselves againIf there is a DND on door, the staff should slip a card under the door and mark on the placementcard under the door and mark on the placement chart

under Academic supervision of

Handling MinibarHandling Minibar

If guest is present, he/she should be thanked and asked if any other service is required

Staff should check and note usage or consumption advice, if not entered by guestA copy of the consumption advice should be left for information to the guestThe bar should be replenished and cleaned th hlthoroughly

under Academic supervision of

Minibar Snack TrayMinibar Snack Tray

under Academic supervision of

Procedure For Minibar Procedure For Minibar ReplenishmentReplenishmentReplenishmentReplenishment

All stocks should be checked for expiry date: products should have an expiry of at least 3 monthsAll cans and bottles placed on the mini bar should be wiped clean and should be rust free with labels properly affixedwith labels properly affixedThe bar accessories should be replaced as per requirementper requirement

under Academic supervision of

Recap ObjectivesRecap Objectives

Now you are able to:Understand Room Service Department

under Academic supervision of