SOPStandardOperatingProceduresF&BService.

(Room
Service).
Standard Operating Procedure
Room Service.
Index.

1.

Order Taking Procedures.

2.

Setting up of Tray / Trolley.

3.

Delivering the order in Room.

4.

Prepare the Tray / Trolley for delivery.

5.

Tea / Coffee Service.

6.

Clearing the Tray.

7.

Presenting the Bill.

8.

CIP / VIP Amenity Service.

9.

Morning Shift Check List.

10.

Evening Shift / Night Shift Check List.

11.

Take Away (Parcel) Order Procedures.

12.

Suggestive Selling & Up Selling.

1.

Order Taking Procedures. (Picking up the order Promptly and Effeciently).

Pick up the Telephone within 3 rings or 15 seconds whichever is less.

Greet the guest with appropriate greeting using the guest name and by giving your name for Eg. Good
Morning, This is Captain Name or Order Takers Name how may I assist you?
Politely ask the guests about preferences.
Use up selling techniques by suggesting soups, starters, drinks or desserts.
Where ever appropriate mention the approximate time for delivery.
Repeat the order back to the guest.
Thank the guest for ordering through in room dinning and big farewell Thank You for calling Room
Service, Have a good day.
Clearly write out the order in the KOT mentioning the names of the items, time of ordering, Room
number, Name of the Guest, Portions, Etc,.
Complete the KOT and hand over the supervisor for execution.
2.

Setting up of Tray / Trolley with correct crockery & cutlery.

The second copy of the KOT is placed on the tray / Trolley.

Ensure the tray corners / trolley base is free of grease, grime and dirt.
Place cruet sets, bud vase and Bon Appetite card for all meal orders.
Check the tray mat / trolley cloth to be stain free and in good repair.
A final Check may be made to match the order and in good repair.
Pick the order from the respective kitchens on the tray or trolley directly.

Carry the correct accompaniments / condiments (Pickle / Pappad for Indian orders and Rolls and butter
for continental orders)
As a final step, show the tray to the supervisor, on the way to the elevator, who will check again for
correctness.
Pick up the bill in the folder and check for correctness.
3.

Use Service lift to get to the correct floor as soon as possible.

When on correct floor, take the shortest route to get to the room.
Move along the corridors silently and briskly.
Upon reaching the correct room, ring the bell / knock firmly on the door twice and announce in a loud
and clear voice Room Service.
When the guest opens the room, wish him according to the time of the day.
Announce the order by saying Your Coffee / Tea / Lunch / Drinks Sir.
Introducing yourself by the name to the guest while entering the room.
While walking into the room, enquire with the guest on where May I place the tray.
Place the tray appropriately and offer to serve him.
If the order is in the Morning, offer to open the curtain.
If you are serving the meal, lay a proper cover in the table or in the trolley and start the service.
After service find out with the guest about his proffered time for clearance or if he would prefer to call
back in room dinning for clearance.
Wish the guest an enjoyable meal / drink / coffee.
Retreat to the door and exit gracefully while closing the door softly behind you.
Fill up the Errant Card once after the order is delivered.
If the room is on DND, immediately inform the order taker.
May I take your signature Sir / Madam.
4.

Delivering the order Quickly & Promptly in Room.

Prepare the Tray / Trolley for delivery.

As soon as the order is ready, collect from kitchen / bar.

Check order against KOT.
Check for correct crockery, cutlery and glassware are in place.
Place hot food in warmer, where ever appropriate.
Cover all open food with cloche.
Collect the bill from Order taker in a folder and check account against food ordered.
Inform the order taker about the order moving before proceeding to the floor.
Executive / Supervisor should check the tray before the delivery (Room Orders).

5. Tea / Coffee Service. (Serve the hot Beverages in the approved manner)
Pick up the appropriate order following the standard tray set-up.
Once the order is ready to leave the Room Service area inform the order taker on the room number being
serviced.
Upon reaching the Room, ring the bell and announce in a loud and clear voice Room Service.
When the guest opens the room, wish him according to the time of the day, using his name Good
Morning Mr./Ms._________. I am Captain _________ from Room Service.
Announce the order by saying Your Coffee / Tea / Drink sir.
If it is in the morning take the paper from the door and place it in the rack or in the writing table neatly.

While walking into the room, enquire with the guest on where to place the tray and place it accordingly.
After laying the tray in an appropriate area offer to mix the Coffee / Tea / Drink for the guest.
Wish the guest enjoyable Coffee / Drink and retreat to the door and exit gracefully while closing the door
softly behind you.
6. Clearing the Tray From the Room Promptly on Time.
The time of clearance is known by asking the guest during service or from the order taker if the guests
call back Room Service for his clearance.
Upon reaching the rooms follow the same procedure as in SOP for opening the door.
After the guest opens the door announce intention of clearing the tray / trolley.
Arrange all the clearance on the tray and get guest feedback.
Arrange the guest room as appropriately.
Find out if the guest would like anything else Is there anything that we could assist you
Mr./Ms._____________.
If nothing, exit from the room gracefully while wishing the guest a wonderful day / night.
Carry the tray back from the Room to Room Service pick up any other tray that you may find in the
Corridor / Pantry.
Be careful not to drop anything on the way.
Inform the Order Taker about the clearance.
7. Presenting the Bill Make the Bill Accurately.
Present the bill to the guest only after required service.
The Bill should be presented in a clean folder along with a hotel pen.
Politely request the guest to sign the bill.
When guests have signed the bill, thank them, wish them a pleasant meal and enquire about the clearance
as mentioned in SOP______.
Leave the room gracefully taking away any unwanted items and close the door gently.
Return the bill to the Order Taker who will settle it in the Computer.
8. CIP / VIP Amenity Service. (Serving Hot Chocolate to Room Guests on Time).
As part of the guest service differentiators we serve Complimentary Fruit Basket / Cookies Platter as per
the instruction and Request Slip from the Front Desk for Suites / Presidential Suites.
Once the request comes from any of the above category from the front desk, take down the request.
Make an NC KOT for the requested items and pick up the order from the Kitchen.
Ensure it is presented nicely with proper arrangements.
Set up the Tray and take the specially cleaned and assigned basket / platter. For placing it in the rooms.
Once it is placed inform the immediate supervisor & Front Desk.

9. Morning Shift Check List (Ensure that all the Check list is followed for smooth Operations.
File the occupancy and the sales report in the appropriate file.
Follow up on the Break Fast door Knob request if any.
Return all the Liquor which was not sold the previous night to the Dispense Bar.
Take a proper count and take over of all the Beverages.
Check the flowers and receive from Housekeeping for the trays.
Adequate fresh linens to be collected from Housekeeping for the smooth operations throughout the day.
All bills to be handed over to Front Office at 10 hrs, 15 hrs & 12 Midnight (before the night audit).

Ensure that adequate amount of Crockery and Cutlery is there for the smooth operations with adequate
set tray for rapid service.
Not available items to be checked with the Chef and updated in the Board.
Errand cards have to be handed over to the Supervisors and any clearance not done to be handed over to
the next shift steward.
10. Evening Shift / Night Shift Check List. (Ensure that all the check list is followed for smooth
operations).
Tray set ups for the Dinner sessions to be done before 7pm.
Floor clearance to be done frequently (every 30 minutes).
Once the Housekeeping amenities are ready send Triton to Housekeeping for pick up.
Errand cards have to be handed over to the Supervisors and any clearance not done to be handed over to
the next shift steward.
Night Shift Check List.
Log Books to be checked and updated at the end of every shift.
Pickle & Sauce containers to wash daily.
Cash to be checked and handed over to front desk without any discrepancies.
Check for the Breakfast knob card for any advance order. Timing should be mentioned.
Check & collect advance Tea / Coffee orders from front desk after signing the copy of it,
Collect Liquor & Smokes from the Dispense Bar.
11. Take Away (Parcel) Order Procedures. (Employee bills are made accurately according to the
eligibility).
Take the order one day advance by phone and mail.
If its bill to company guest has to send the BTC mail to the hotel or FAX request.
If the guest want to settle by online credit card they have to send the authorization mail and in one day
before then only we forward to accounts to take the charge slip.
Transportation for the parcel order around the city to be checked with the Supervisor or Manager and to
intimate to the guest,
Parcel order has to be place the order ticket to the kitchen two hours earlier to the pick up and place the
order overnight not more than one day before.
12. Suggestive Selling & Up Selling. (Ensure that guest have a right combination of meal & increased
revenue).
Suggestive Selling means encouraging guests to buy additional food & beverages. Suggestive selling requires
tact and good judgment.
The key to effective suggestive selling is a good knowledge of the menu.
Here are some tips for more effective suggestive selling :
Be enthusiastic. Its easier to sell something youre excited about.
Make food sound appetizing. Use words like fresh, Popular, and generous when describing menu
items.
Ask questions. Find out if guests are really hungry or just want something light, whether they like
chicken or beef, if they feel like having something hot or cold.
Suggest specific menu items. Dont simply ask: Would you like soup with your meal? Instead, point
out: A cold bowl of borscht would go well with your salad on a hot day like this.

Suggest your favorites. Try as many of the menu items as you can and tell guests youve tried them:
Youll like the Chicken Kiev. Its one of my favourites here. But be honest dont say that something is
your favorite when it isnt.
Offer a choice: Would you like a slice of our famous cheesecake or our homemade pecan pie for
dessert?
Suggest the unusual. People dine out to get away from the routine fare they have at home.
Suggest foods & beverages that naturally go together soups and sandwiches, coffee & dessert, steak and
baked potatoes, and eggs.

(Ext Food & Beverage Blog)

http://tigerhospitality.com/wp-content/uploads/2010/02/8.04.pdf

SOP Restaurant service sequence

SOP Number: FO 37
Department: Food and Beverage Service Restaurant
Date Issued: 05-October-2014
Time to Train: 60 Minutes
Greeting and Seating:

Guest should be greeted and welcome with recognition, And should be

helped with their coats and bags.

All guest are welcomed at the entrance.

Guest are greeted warmly.

Ask guest name to acknowledge them.

Use guest name at least twice during conversation.

Offer choice of seating.

Table setting are adjusted to the number of guest.

Menu Presentation service standards:

All Beverage menu should be clean and in good condition.

Menus should be at least 2/3 languages.

Menus must be presented to guest opened, Present menu in the guest

table and open the first page.

Must have non alcoholic option in case hotel have license to serve
Liquor at Restaurant .

Always point any recommendation or house favorites.

Inform the guest that you will take their order when ready.

Maintain eye contact and approach at the appropriate time.

Order Taking Service Standards:

Staff should have a warm smile and polite attitude, Approach guest
table within 10 seconds whenever they need to order.

Always prepare a note pad and a pen.

Be attentive at the guest table.

Offer recommendation.

Always repeat the guest order.

Inform guest the expected service time.

Estimate the serving time.

Point of Sale key in Procedure:

Double check all the key in order before send.

Barman should serve the drinks with the specific POS ticket.

Key in order into the POS system accordingly.

If any wrong order key in, look for assistant manager or above to void it
immediately.

When barman gives the drinks to the waiter it should be with the POS
ticket.

Order Delivery Service:

Waiter reviews the order and put on tray.

Quality check by every staff.

Acknowledge the guest 2 steps before approaching the table.

Offer to pour beverage.

Leave the table by saying: Is there anything I can assist you at the
moment?

Handling Bills and final settlement:

Ensure the bill is accurate, Always Double check the bill before
presenting it to the guest.

The bill is presented in a company bill folder and pen, Retire from the
table and stay within the vicinity.

Recover the check and means of payment.

Thank the guest and process quickly.

Payment should be done in 4-5 minutes.

Guest Departure and Fond Farewell:

Thank the guest by name and bid farewell to all members of the party.

Help customers leave their table.

When assisting the guest, ensure ladies first.

Always says: Hope to see you again.

Table should be reset immediately.

Training Summary questions:

Q1.What are the service sequence in restaurants?
Q2.How do you present menu to the guest?
Q3.What are the standards for order taking?
Q4.How to handle billing and final settlement?
Q5. Why it is important to give a fond farewell to the guest?