GOLDEN WEST COLLEGES

Senior High School

San Jose Drive Alaminos City Pangasinan

FOOD AND
BEVERAGES

SERVICE 3

LEARNING MATERIALS
PREPARED BY:
WILSONMARK N. FLORES
Facebook Account: Wilson Mark Flores
Gmail Account: wilsonmarkflores.123@gmail.com

Copy Right 2020

 UNIT 1
PROVIDING ROOM SERVICE
CHAPTER 1: Taking and Processing Room service Orders
Lesson 1: Telephone Calls
Lesson 2: Room Service Orders
Lesson 3: Order Transfer

CHAPTER 2: Setting Up Trays and Trolleys

Lesson 1: Food and Beverage Items Preparation
Lesson 2: Trays, Trolleys, Equipment, and Materials
CHAPTER 1: Taking and Processing Room service Orders
LESSON 1: TELEPHONE CALLS
Technical Terms:

 Active listening – the act of mindfully hearing and attempting to comprehend the
meaning of words spoken by another in a conversation or speech.
 Doorknob docket – menu that is usually hang on the doorknob; guests may use
this to place their order for room service.
 Room service – service provided in the hotel allowing guests to order food and
drink to be brought to their rooms.
 Timing – the judgment or control of when something should be done.

Attending Telephone Calls and Checking All Necessary Details with Guests for
Accuracy

There are several ways to order fora room service. It may be collected by different
people in the establishment. It may be taken by a porter who escorts the guests. It may
be given to the housekeeping attendants as they perform turndown services. The guest
may also have it delivered to the reception desk. The guests also have the option to
make a direct call to the restaurant or foodservice department of the hotel to place their
order. The latter is the most commonly used method due to its convenience.
You, as a room service attendant, must have the following common items in his or
her table to perform her duties in handling guests' orders well.
 Telephone. This must be the main line of communication with the guests.
Therefore, it must always be functioning. As soon as a room service attendant
enters the work station, the telephone must be checked if it is working.

 Calendar. A room service attendant must know the date. In some cases guests
will make an advance order for a specific time and date. A calendar will be
helpful in checking your schedule of delivery.

 Clock. A room service attendant must always be mindful of the time. Orders
must never be delivered late. Prompt delivery is an indication of valuing the
guests' time. A clock will be helpful on this part.

 Pen or pencil. Since a room service attendant is dealing with a lot of information,
it will be impossible to memorize everything. Make sure you have a writing tool
such as a pen or pencil that can be used to take down all necessary information.

 Order slip. This is the main item that will be used for taking an order. A room
service attendant must be familiar with this item. It is the room service attendant's
responsibility to communicate orders to the kitchen and the cashier so you must
ensure that there is an order slip in the work station.
  Menu. A room service attendant must secure a copy of the menu. It will also be
helpful that you are familiar with the menu so that when a guest orders, you can
refer to the menu for details.
Answering the Call

Answering this type of call requires courtesy and active listening skills. However,
attending to these phone calls should be guided by the following:

1. Always answer the telephone promptly on the second or third ring.

2. Do not forget to greet courteously and identify yourself and the department or
establishment. If the establishment has a room service department, you
greeting could be similar to the following:

 "Good morning. Room service, Jen speaking. How may I assist you?”
 "Good afternoon. RAMS Hotel Room Service, may I have your room
number please?”

There are establishments that do not have a room service department. In this
case, the room service is connected to the main restaurant. The telephone greeting
could be similar to the following:

 "Good evening, RAMS Restaurant, Jen speaking."

 "Good day! RAMS Restaurant, how may I help you?”

3. Be guided by the establishment policies when answering the telephone.

These policies will be discussed to you by your immediate supervisor.

4. Never fail to make the guest feel that you are happy to help.

5. Always use the standard greeting that is consistent with your other colleagues
and according to the establishment policy. For example:

“Thank you for calling RAMS Café. This is Jen. How can I provide you
with outstanding service today?"
6. Smile when speaking. A smile can be heard in your voice.
Getting the Necessary Information

The next thing to do after greeting the guest according to the standards of the
establishment is to obtain the information such as the guest's name and room number.
Once obtained, this information must be written on the docket or punched into the cash
register.

Addressing the Guest

You should address the guest by his or her name as soon as you receive this
piece of information. In doing so, you are giving the guests a more personalized service.
To maintain a formal approach, keep the conversation to a title and a surname level.
Use Mr., Ms., or Mrs. when addressing the guest, unless the guest requested to be
addressed by his or her first name. You may use the following examples:

 "Yes, Mr. Santos. We can accommodate your request.”

 "Dr. Cruz, would you like to add a slice of apple pie for dessert?"
 "Ms. Garcia, it is ok if I place you on hold for two minutes? I will just ask
the chef if he can do something about your request."

Confirming Guest’s Order

Once the guest's order has been taken, do not forget to clarify the details of his
or her order. You may say:
Let me just confirm your order, Mrs. Buenavista. That would be one serving of
chocolate chip pancake, one Salisbury steak meal, and two cups of brewed coffee.

You may repeat the order to the guest for accuracy. If there are any corrections
with your record, take note of it immediately. Orders taken from telephone calls are very
prone to misunderstanding and mistakes.

There are also other details that you should verify with the guest. These include
the following:

a. the time the room service is needed

b. the number of guests to be served
c. the area where the room service will be delivered such as guest's room,
poolside, and lounge area
d. food specifications according to guest's requests such as doneness, size, and
accompaniment
Advising Expected Service Time

The guest may specify a delivery time. In cases like this, the guest should be
immediately informed if the order can be delivered at the time he or she requested
many factors to De considered when making an estimate for service time requested.
These are the cooking and assembly time, the distance to the service point, and the
time of the day. Before the end of the telephone call, make sure that you have advised
the guests of the expected service time. Some establishments include a guide for timing
so that guests can also take it into consideration when making their food choices.
Remember that while aiming for quality guest service by being specific about the details
gathered from the guests and communicated with the guests, it is also of significant
importance to remain hospitable and warm when dealing with them.

WEEK 1

ACTIVITY 1

List down all the information needed when placing room service order through
the telephone.
A. Information that a server needs to gather from the guests.
1. ______________________________________________________________
2. ______________________________________________________________
3. ______________________________________________________________
4. ______________________________________________________________
5. ______________________________________________________________

B. Information that the server needs to tell the guests.

1. ______________________________________________________________
2. ______________________________________________________________
3. ______________________________________________________________
4. ______________________________________________________________
5. ______________________________________________________________
LESSON 2: ROOM SERVICE ORDERS

Technical Terms:

 Crockery – cups, plates, bowls, etc. used to served food and drinks, especially
made of china.
 Housekeeping – the department that deals essentially with cleanliness and all
ancillary service attached to that.
 Porter – a person who carries luggage at a hotel or on a train, and responsible
for manning the door at the hotel.
 Reception – the area in the hotel, office and other establishment where guest
and visitors are greeted and deal with.
 Room service order form – the form use to record all information needed about
the request for room service.

Recording Room Service Orders and Checking Relevant Information

Another task of a server performing the role of room service attendant is to

ensure the proper documentation of order recording the room service order can be done
concurrent with the time the order is placed via telephone call. It can be handwritten or
punched directly to the POS system where the order can automatically transferred to
the department concern. Either way, the server must keen on details given by the guest.

Room Service Form

Food And Beverages

Room Service Record Order Form

Date Order

Guest Room Menu

Time Delivery
Name No. Items
Time Taker Delivered Point Comments
Ordered

Sample Room Service Form

 Using a room service order form is one way to document the guest's order. It .
contains information such as the following:
1. Date and the docket number. The date should indicate the day the order was
made and the number of the doorknob docket number or the room number
should also be specified.

2. Date of delivery. In case the delivery date is different than the date the order
is placed, the requested date of delivery as specified by the guests.

3. Name of the registered guest and the guest placing the order. There are
instances that the order is made by a companion of the registered guest. In
such situations, the room service form must reflect the name of the name of
the registered guest and the name of the guest who placed the order.

4. Time the order is taken and the server's name who took the order. For
records purposes, the time the order is taken or placed should be reflected in
the room service form as well as the name or the server who took the order
so that if problems or queries arise, the record can tell the person who is
responsible.

5. Estimated delivery time of service. The guests may request for a specific time
of delivery. This should be indicated in the room service form so that the
guests will not have to wait for the food or be surprised when the food is
delivered earlier than expected.

6. Locations of delivery. Guests have the option to have their order delivered in
areas that they prefer other than their room. Room service order may he
delivered in the hotel lobby or in the poolside.

7. Food items ordered. It is necessary to be exact when writing down food items
ordered by the guests so as not to commit errors when delivering the order

8. Special requests and food specifications. Guests may specify that dressing
be served on the side. Any specifications mentioned by the guests must be
noted on the room service order form.

Aside from information included in the list above, the server must also take note
and record extra requirements needed in the service such as the following:
 Linen. It is necessary to indicate the number of table cloth and table napkins
needed in the service to serve as a guide for the server who will be assigned for
the delivery.

 Crockery or cutlery. The number of crockery or cutlery used in each order

should also be indicated so that the servers may verify whether the items they
retrieved are complete or some items are missing.
  Condiments. Condiments should also be accounted for when delivering orders
and when retrieving trays.

ROOM SERVICE ORDERS FROM DOORKNOB DOCKETS

Aside from placing the order over the telephone, the guest can place his or her
order through a doorknob docket. A doorknob docket is a form similar to a menu
checklist that can be hung on a doorknob. A picture of a doorknob docket is shown
below.
Doorknob dockets provide convenience on the guests since they do not have to
make a call to place their order. All they need to do is mark the items in the doorknob
docket that they would like to order.
Generally, doorknob dockets are used for breakfast menus that are collected the
night before. Most establishments have a cut off time for the collection of doorknob
dockets. Doorknob docket orders can be collected by different hotel personnel. It can be
any of the following:
 a server assigned in the room service department

 porters escorting other guests to their rooms

 security staff

 housekeeping attendant doing turndown services

 can be delivered directly to the reception area by the guest

Once a doorknob docket order is received, it is processed in the same way a

telephone order is processed. It has to be collated and recorded in a room service order
form.
It is necessary to make all entries in the room service order form or control sheet
correct. This will serve as the guide for the preparation of the correct order.
WEEK 2

ACTIVITY 2

Direction: Listed inside the box are words or phrases that are related with this lesson.
Encircle ten (10) items that are considered necessary in recording room
service orders.

extra table cloth extra condiments extra crockery or cutlery

political belief of the guest gender of the guest date and the docket number

extra towels date of delivery time the order is taken

location of delivery food items ordered duration of stay in the hotel

special requests favorite food food specifications

the server’s name who took the order estimated delivery time of service

ACTIVITY 3

Recording Room Service Orders and Checking of Relevant Information

Direction: Design your own service order form that you will be using in this activity.
Using the conversation below, record the relevant information into the order
form that you created.

Hi, this is Ana from Rom 231. I would like to place and order for tomorrow’s lunch.

I would place an order for a duck consommé supreme, confit, five spices, grilled organic
atlantic salmon with extra hot sauce, and cherry mouse with fresh strawberry.

It is possible to have it delivered at around 12:30 PM?

I would love to have two cups of brewed coffee and two bottled water.

I prefer to have it delivered in the lobby area because I will expecting a guest late in the
afternnon.

Please add it to the charges in my room account.

Thank you.
Lesson 3: Order Transfer
Technical Terms:
 Butler - a hotel employee responsible for assisting guests in bookings,
reservations, complaints and problems, and for paying attention to minute details
so that guest satisfaction is ensured.
 Cold larder section - responsible for the preparation of horsd'ouvers, appetizers,
salads, entrée, cocktail receptions, dinners, conference, and salad bars.
 Concierge - a hotel employee whose job is to provide information and help the
guests staying at the hotel.
 Hot kitchen - the part of the kitchen where all baking, roasting, boiling, and
steaming of food is done.
 Valet - a hotel employee who tends to the needs of the guests

TRANSFERING ORDER PROMPTLY TO APPROPRIATE LOCATION FOR

PREPARATION

Once the order has been recorded, the next thing to do is to transfer it to the
appropriate service area. Some hotels have electronic order-taking system that makes
the transfer automatic. As the order is placed, the system automatically transfers the
order to the corresponding service area where a docket is immediately printed out. On
the other hand, some establishments use the manual system wherein a docket is
written by the room service attendant. This docket must be delivered to the appropriate
service areas.

When relaying information manually, it is imperative that the room service

attendant performs the following routine.

1. Hand the docket directly to the person responsible. This ensures that the
orders received by the key person in the service area. The docket should not
be left on top of a table or anywhere inconspicuous.

2. Explain the order. The list of the order must be thoroughly explained to the
key person in the service area in order to avoid errors in preparation.

3. Communicate special requests. This is especially needed if the guest has

specific requests in the order. Before leaving the docket, the room service
attendant must ensure that the details of the order had been communicated
well and the other person understood the details. Special requests must be
communicated to the following persons:

 Head waiter determines whether the request can be accommodated.

 Head chef is responsible for requests related to food and its preparation.
  Bar manager or nominated bar attendant clarifies beverage orders.

The room service order, if processed manually, should be transferred to the

appropriate location for preparation. These locations can be any of the following:
 Wine store or service bar
Orders for non-alcoholic and alcoholic beverages are forwarded to the
wine store or service bar. Beverage orders are dispensed from wine store or
service bar of the hotel. Once the doorknob docket is received, beverage orders
should be identified and be sent to the wine store or service bars. Service bars
may also process orders for espresso coffee or milk. This department may also
provide the equipment such as coffee maker or tea plunger so that guests may
prepare their own drinks.
 Kitchen
Food orders must be transferred to the kitchen. Food orders are then
distributed to the different parts of the kitchen such as cold kitchen, hot kitchen,
main kitchen, and the pastry section. The main kitchen takes care of the orders
for entrees. Orders for hot dishes such as soup, main course, and side dish
should be forwarded to the hot kitchen while orders for cold dishes such as
salad, sandwich, and appetizers should be forwarded to the cold kitchen.

 Concierge

Some requests such as newspaper requests are taken cared by the

concierge.

 Housekeeping department

Request for linens are transferred to the housekeeping department. This

includes the linens for the trays and trolleys and the table napkins as well.

 Sales and marketing area

Some hotels include promotional materials such as leaflets and flyers in

the delivery of room service orders. These promotional materials are coordinated
with the sales and marketing department.

 Butler or valet service

Delivery service should be coordinated with the butler or valet service. A

valet is a hotel staff, usually male, who tends to the needs of the guests including
clothing and personal services.
 Food And Beverages

Room Service Record Order Form

Date December 5, 2015 Order

Guest Room Menu Items

Time Delivery
Name No. Ordered
Time Taker Delivered Point Comments

Dr. Susie 1436 Tuna and cream 3:55P Jen Hotel Request for Newspaper
M
Bigueras cheese canape Lobby

Bisque Bring list of available

discounts in hotel service

Beefy lasagna

House and blend

iced tea

Draft Beer

Accomplished room service order form

The details on the room service order form will be transferred to different
locations. The order for tuna and cream cheese canapé will be transferred to be cold
kitchen because appetizers are prepared in the cold department of kitchen. The order
for beefy lasagna and bisque will be transferred to the hot kitchen because starch
dishes, entrees, and soups are all prepared in the hot kitchen. House blend iced tea and
draft beer are prepared in the service bar. Therefore, these orders must be transferred
to the service bar. Request for list promotions and discounts are coordinated with the
sales and marketing department. Lastly, the request Tor newspaper must be transferred
to the concierge

When transferring orders to appropriate service areas, most especially for those
orders with special requests, you may be communicating with someone who has to deal
with plenty of employees. This is why you have to take time and ensure that you get the
message across accurately. To do this, you must be guided by the following:

 Make sure that you got their full attention. If they cannot give you their full
attention, you may opt to wait for a minute. But be proactive so that they may not
set you aside.
  Point out where the special request has been written on the docket or order form.
It has been a standard practice to encircle any special requests in the order to
highlight them.
 Clearly and accurately describe the special request. Make sure that you receive
a response from the relevant person you are dealing with to ensure that he or
she fully understands the request.

 You may also politely request them to repeat the order back to you to verify ie or
she has understood.

The following are examples of information that must be communicated to the other
service areas:

 Delivery issues such as where and when did the guest request for delivery

 Cultural issues and dietary requirements

 Special requests especially in terms of serving size since the guest may think
that one serving is big enough for two so they may request to split it before
delivery

 Special requests regarding cooking method

Room service orders are not just the concern of the room service department. It is
accomplished in collaboration with the different departments in the hotel. A server
assigned in the processing or room service orders must be able to transfer and forward
orders and requests to the appropriate department to avoid mistakes and tobecome
time efficient.
WEEK 3

ACTIVITY 4

Direction: Listed below are pieces of information in a doorknob docket order. Determine
where to properly transfer the information for preparation.

_______________________1. request for schedule of tours for the day

_______________________2. vegetable salad in balsamic vinaigrette

_______________________3. brewed coffee

_______________________4. newspaper

_______________________5. extra serviette

_______________________6. lemon chicken

_______________________7. promotions

_______________________8. lemon bars

_______________________9. almond milk

_______________________10. delivery at poolside

ACTIVITY 5

Transferring Order Promptly to Appropriate Location for Preparation

Watch a commercial of hotels that show their room service order. Make a critique
or reaction paper about it. Write it in short bond paper, Written or encoded.

Note:

For encoded:

- Font and font size: Arial 12

- Margin: 1inch all sides
- Spacing: 1.5 space
CHAPTER 2: Setting Up Trays and Trolleys

Lesson 1: Food and Beverage Items Preparation

Technical Terms:

 Control packaged item - items packaged in single serving amounts.

 Cutting - board a wooden or plastic board wherein food such as meats and
vegetables are cut.
 Knife skills - the ability to handle and use knife effectively this includes proper
grip, accurate hold, and uniform knife motion.

PREPARING FOOD AND BEVERAGE ITEMS IN ACCORDANCE WITH

ESTABLISHMENT PROCEDURES

The room service is tasked in serving a variety of food items to the guests. Thus,
the room service area must contain all the needed food and beverage for different
meals. To ease the service and avoid wastage, several portion packs are being utilized
in room service. Another term used for portion packs is control packaged items. This
suggests that food items are packaged into amounts regarded as a single serving
portion.

Some portion packs commonly used in room service are the following:

 spreads such as jams

 butter
 milk
 cream
 sauces and dressings such as mayonnaise, ketchup, and mustard
 cereals
 sachets (salt, pepper, instant coffee, chocolate drink, tea)
 biscuits
 breads
 beverages whether alcoholic and non-alcoholic
When performing as a room service staff, a server must be knowledgeable on
the location of the replacement stock of all food items including portion pack items. You
should also know who to communicate reorders too. Aside from that, you must be
familiar with the use of each food items, whether they are used for breakfast or with
other meal times.

More than the availability of food items for room service, you must also be adept
with knife skills useful in preparing some food items that include cutting and slicing of
fruits and cooked meat such as ham. Below are some reminders when handling knives.

1. Focus on what you are doing when using knives. Avoid distractions such as
talking with someone. If you must converse with the guest, stop slicing or
cutting.

2. Always use cutting boards. Plastic or glass cutting boards are preferable than
wooden cutting boards. The latter retains harmful bacteria.

3. Always sharpen knives. Dull knives are more prone to accident. Also, inform
co-employees when a knife is newly sharpened.

4. Choose the size of the knife appropriate for the job. The use of correct knife
makes the task easier and more efficient.

5. Do not hold the food while cutting or slicing. Make good use of the cutting
board.

6. Clean knives before and after use. Always keep the knife handles free of
grease and any slippery substance before and after use.

As a server assigned in the food service department, it is of paramount

importance to understand the flow of inventory especially of items such as single portion
packs that are commonly included in the delivery of room service orders. You must also
follow the enterprise protocol on requesting reorder of such items.
WEEK 4

ACTIVITY 6

Direction: Write true on the line if the statement is correct. If not, change the underlined
word to make the statement correct.

__________ 1. Knife skills are useful in preparing some food items that include cutting
of fruits and slicing of cooked meat.

___________2. If you must converse with the guest, continue slicing or cutting

___________3. To ease the service and avoid wastage, several portion packs are
being utilized in room service.

___________4. Hold the food while cutting or slicing.

___________5. Wooden cutting boards retain harmful bacteria.

___________6. Always keep the knife handles free of grease and any slippery
substance.

___________7. Choose the shape of the knife appropriate for the job.

___________8. Some portion packs commonly used in room service are the spreads,
butter, milk, and cream.

___________9. Inform co-employees when a knife is newly sharpened.

___________10.The room service area must contain all the needed food and beverage
for different meals
Lesson 2: Trays, Trolleys, Equipment, and Materials
Technical Terms:

 tray covers - a cover for trays that arte made from linen cloth or paper cloth.
 trolley - a cart or vehicle that is used to transfer things.


Setting Up trays, Trolleys, Equipment, and materials with Presentation

Techniques

Place set up in restaurants are modified to suit the guest order. In a similar way,
setting up trays and trolleys depends on the type of the meal. There may be a standard
set up but it will be adjusted to suit the meal and requests of the guest. Breakfast, main
course, and snacks are the three most common meal setups for room service.
Breakfast can either be continental breakfast or American breakfast. The
continental breakfast, also called standard breakfast, is a light breakfast that includes
sliced bread served with butter, jam or honey, beverages such as coffee, fruit juice,
cheese and croissant, or pastry roll. Meanwhile, American breakfast that sometimes
referred as heavy breakfast, is a large breakfast that consists of eggs that are fried,
poached, or scrambled, meat such as sliced bacon or sausages, bread or toast served
with jam, jelly or butter, pancakes with syrup, cereal, coffee or tea, and fruit juice.

Continental breakfast tray setup

American breakfast setup

 Lunch and dinner may also be served through in-room dining services. Guests
may order through an a la carte or table d'hôte menu. Guests have the liberty to choose
different dishes from the individually priced dishes in an ala carte menu. Table d'hôte
menu offers a predetermined set of dishes for the guests. Whichever type of menu is
offered for room service, it is important to serve it using the correct tableware and
appropriate place setting.

Lunch or dinner tray setup delivered inside the hotel room

The picture above shows an example of a lunch or dinner tray set up for room
service. It is also shown in the picture that the condiments and appropriate glassware
are included in the tray setup. Do not forget to use a food cover to cover the dishes. The
food covers are removed as you present the dishes to the guests as shown below.

Delivery of lunch or dinner through in-room dining

 Snacks may also be ordered in in-room dining. Below shows an example of a
snack tray setup. Condiments can appropriate flatware are placed accordingly in the
tray.

Snack tray setup

Equipment and materials are also dependent on the type of meal as well. When
preparing equipment and materials, servers must ensure that they are appropriate for the meal
and order. It is also important to check the cleanliness and functionality of the items. The
following are things that must be remembered when preparing equipment and materials for
room service.

1. Ensure that plates are not chipped and glasses are free of cracks. Chipped or cracked
pieces of crockery must be wrapped in newspaper before disposal.

2. Items must be clean. If items seem unclean, change the item. Polish when necessary.
Dirty glassware can either be cleaned or returned to the bar for cleaning.

3. Items must not be damaged. Damaged items must be sent for repair or disposed of as
unsafe. There might be some paper works to be accomplished when sending items for
repair.

4. Equipment, such as toaster, if deemed unsafe for use because of damages such as a
frayed cord, must be labeled "out of order" and must be taken to the appropriate
maintenance point.

There are many different equipment used in an in room dining service. Server are
required to clean and prepare equipment for service. Some of these items are the following:

 trolleys and trays

 tray covers
 cutlery
 Crockery
 glassware
 tea and coffee pots
 coffee and tea making equipment
 plate warmers and plate covers
 salt and pepper shakers
  miscellaneous items such as vases, bread basket, and ice buckets
It is important that the safety of food and completeness and appropriateness of necessary
tableware are ensured when setting up the tray. Trays should still look appealing until delivery
and trolleys should still appear organized rather than cluttered.

SETTING UP THE CORRECT AND COMPLETE FOOD AND BEVERAGE ORDERS

ON TRAYS AND TROLLEYS

After being informed that the food is ready, the tray may be set up. The room
service form will serve as a guide in the preparation of the tray or trolley. Below are the
steps that will guide you in the preparation of the tray or trolley:

1. The first thing to do is to pick up the food from the kitchen. Avoid touching the
food by carrying it with your thumb away from the plate.

2. Prepare the silverware by placing in the napkin making sure not to leave any
fingerprint

3. Make sure that the tray is clean. Begin arranging the tray by placing heavy items
in the center to maintain balance.

a. Silverware must be placed on the lower left side of the tray.

b. The placemat must be placed on the bottom part of the tray next to the
silverware.

c. Cups and saucer must be placed on the upper right side of the tray.
Remember that glassware must be handled by the body or stem.

d. Place the condiments on the left side of the cup and saucer.

e. Creamery set are placed on the top part of the tray near the condiments.

f. Coffee pot is placed on the upper left side of the tray. Place the center
piece below the coffee pot.

4. Fill out the control sheet. This is a form where the information of the guest, the
order, and all the materials included in the tray. This sheet will be included inside
the bill folder.

5. Prepare the bill folder. The bill and the control sheet should be together and
placed under the placemat. If the guest informed the attendant that he she will be
paying in cash, the change must be included in the bill folder.

In placing orders on the trolley, the rule of thumb is that the last one be delivered
is placed on the lowest level while the orders to be delivered first are placed on the top
level. The sequence for delivery depends upon the hotel procedure. Some hotels
stipulate that room service orders must be delivered from the lowest floor up.

Types of Trolleys

There are three basic types of trolleys used for in room dining service. These are
the tray trolley, multiple trolley, and the individual trolley.

1. Tray trolleys can carry up to six trays.

2. Multiple trolley can hold up to 20 to 30 trays.

3. Individual trolley is set up for an individual order only. There are individual
trolleys that have heated containers in order to preserve the temperature of the
food.

4. Room service trolley is collapsible to resemble a table situation in a guest

room.

It is important to check the contents of the food tray against the order. To do this,
you must remove the tray cover to visually check the dish to ensure that the dish is what
has been ordered. Aside from checking the completeness and appropriateness of the
order, it is also necessary to check if special requests of the guests have been met. For
example, the guest requested for dressing on the side. Lastly, you must also check the
visual appeal of the orders and the tools. Make sure that the orders are properly
garnished and the crockery is free of chips and damage.

Consider sanitation when preparing setting up food and beverages on tray the
trolleys too. Below are ways to ensure cleanliness and sanitation when setting up trays
and trolleys.

1. Check the cleanliness of the trays and trolleys before setting up the food and
beverages on it to ensure that these will remain clean and safe to eat.

2. Hot food must be kept and stored in hot box to maintain its temperature

3. Time is an essential aspect of food safety. Food must be delivered immediately.

4. Do not touch the food. If food needs to be transferred from tableware to another,
use the appropriate tool such as a tong or a serving spoon.

5. Personal hygiene must be observed when handling food items for delivery. For
female servers with long hair, hair should be pulled back. If possible, wear a
hairnet.
 Servers must be great room service attendants too. Safety and sanitation of food
is one of your responsibilities. Orders must be delivered to the guest in its optimum and
premium quality to increase guest satisfaction.

WEEK 5

ACTIVITY 7

Direction: Below is a tray outline. Draw an illustration of the setup for continental breakfast.

ACTIVITY 8

Direction: Write true on the line if the statement is correct. Otherwise, rewrite the
statement and make the necessary corrections to make it right.

1. In placing trays on trolley, the first to be delivered should be placed on top shelf.
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2. A tray trolley can carry 10 trays maximum.
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3. Never check the contents of the food tray.
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4. Special request of the guest must be checked against the order.
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5. It is safe to allow hot food to cool down.
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