SCRIPT FOR TAKING ORDERS (ROOM SERVICE)

(ring...ring...ring...)
Lift the phone

Staff: Room service (identify your name) speaking, how may I help you?

Guest: good morning, I would like to order breakfast.

Staff: May I know your room number mam?

Guest: My room number is 1125

Staff:What breakfast do you want mam? Is it light or heavy?

Guest: I want heavy breakfast.

Staff: mam for heavy breakfast we have filipino and american breakfast. (for light
breakfast offer continental)

Guest: I want american breakfast,please?

Staff: mam (For American we have choices of Ham, sausage, Crispy bacon. 2 Eggs in
any style, Scrambled, poached. Sunny side up, hash Brown, toast bread, Jam or
marmalade, coffee or tea.

Guest: Ok, I want Crispy bacon Scrambled egg, Hash brown Wheat bread Jam and
coffee

Staff: Is that all your order mam?

Guest: yes

Staff: mam, would you like to try our side dish. We have ham and Cheese omelette,
Spanish omlette And western omelette

Guest: Ok, can I have the spanish omlette

Staff: Mam, from room 1125 may I repeat your order, you ordered American
breakfast Choices of crispy bacon Scrambled egg, hash Brown, wheat bread, Jam,
coffee and an Additional of spanish Omlette, is that correct Mam?

Guest: yup

Staff: Mam, please wait for 15 Minutes we prepare Your order, mam, may I asks, are
you going to charge it into your room or pay in cash?

Guest: charge it into my room.

Staff: Thank you for calling room service and have a nice day.
BREAKFAST MENU

American breakfast (heavy)

- choices of ham, sausage and crispy bacon
- 2 eggs in any style (scrambled, poached sunny side up,hard boiled)
- Hash brown
- toast bread (whole wheat or rye bread or white)
- jam or marmalade
- coffee or tea

Filipino breakfast (heavy)

- choices of tocino, tapa, longganisa, or daing na bangus
- 2 eggs in any style
- garlic fried rice or steamed rice
- coffee or tea

Continental breakfast (light)

- choice of danish pastries or croissant
- tropical fruit cup
-marmalade and butter

Side dishes:
- ham and cheese omelette
- spanish omelette
- western omelette
SCRIPT FOR SERVING ORDERS (ROOM SERVICE)

Staff: Room service.

Staff: Room service.

Staff: Good morning Sir/Ma’am (or mention the guest name if known)

Guest: Good morning!

Staff: Heres your room service order. May i come in?

Guest: yes, sure.

Staff: Where would you like me to set-up your breakfast Ma’am/Sir? Shall I leave
the food on the trolley (if in a trolley) or you want it transferred to your table?

Guest: kindly transfer it to my table, pls.

Staff: May i set-up and serve the food for you Sir/Ma’am?
Shall i serve the coffee/tea?
Shall i open the soft drinks for you?
Would you like me to open your curtain to brighten the room?

Guest: sure, please

Staff: May i present the bill?

Guest: yes, how much?

Staff: its P 875.00 mam/sir

Guest: heres P1,000 keep the change

Staff: Thank you very much. Just a quick reminder, Sir/Ma'am. If any items
provided, such as plates, glasses, or other things from this order, get lost or broken,
we will need to add the cost to your bill.

Guest: oh I see.
Staff: We understand accidents happen, but this policy ensures everything remains in
good condition for all guests. Enjoy your meal and have a nice day. Is there anything
else I can do for you? ma’am, when do you want me to come back to clear the soiled
dishes? When you are ready please call us and dial 110.

Chapter I
ROOM SERVICE

Room Service
Provided for house guests who wish to enjoy thee comfort of being served right in
their room. Orders are usually made though telephone and received by designated
order taker.
Other hotels used doorknob menus.

INFINITY HOTEL
Doorknob Menu

Room No. ___ Number of Persons: ____

Guest’s Name: ____________________
Time of Delivery: __________________

BREAKFAST ORDER
__ Continental Breakfast P _________
__ American breakfast P_________
__ Filipino breakfast P_________
__ Pancake P ________
__ Oats P ________
__ Others P ________
Special Order: _________________________

Guest’s Signature____________

Please hand this order on your door.

SEQUENCE OF ROOM SERVICE

ACTIVITIES PERSON
RESPONSIBLE
Taking Room Service Order Designated order
taker

Placing Order to the Kitchen Captain or Waiter

Posting the order for billing Captain or Waiter

Assembling room service order Captain or Waiter

Logging down the order on the control sheet Captain or Waiter

Double-checking mis-en-place. Food preparation

Presentation
Captain or Waiter

Preparation of the Bill Cashier

Pick-up and delivery of order Waiter

Offering or Extending personalized

Service to the guests Waiter

Settling the bill; bidding goodbye Waiter

Forwarding payment or signed bill

To the front office cashier Waiter

PREPARING FOR ROOM SERVICE

Mis-en-Place

1. See to it that each item in the station is clean and in good condition- no
wrinkled linen, nor deformed cutleries, broken drink glass or damaged chinaware.
2. For room service in hotels, it is advisable to check with Front Office regarding
the volume of bookings and check-ins in as much as the volume of room service
orders is dependent on bookings. Extra supplies have to be prepared in advance when
the hotel is on full house.
3. Check for new items and adjustments in prices and make sure that these are
reflected in room service menus to avoid any argument with the guests during the
billing.
4. Check logbook for some special orders or special arrangements for the day as
in fruit basket for VIP’s, etc and have them prepared.
5. Have enough room service trays and prepare room service trolley.
6. When laying down cups and saucers in trays, they should be in upside down
position to protect them from dust.
7. Cover trays with a clean cloth to keep them away from contamination.
8. Use sachets of sugar and cream and smaller portion size pots or containers of
jams, marmalade, butter etc as they are more convenient and more economical for
room service. However, in serving VIP’s (very important person) this may not be
appropriate.
9. Have enough covers for plates and bowls.

For Breakfast
1. For breakfast, a regular room service tray should be covered with a clean
cloth. The necessary service materials are placed thereon. Double check every item
that is placed on the tray and makes sure it is clean and well polished.
1.1 for Continental Breakfast, the following are necessary;
One piece for each of the following:
● Breakfast plate
● Warm cup (kept warmer until ready for service)
● Cup and saucer
● Spoon for jam or marmalade
● Glass for ice water (should be filled. Only 3/4 full so that water will not spill
while being carried)
● Salt and pepper shaker
● Coffee, sugar, and cream in sachet
● Napkin
● Dessert plate

The continental breakfast usually consists of:

■ Coffee with 2 to 3 sachet of sugar per person (depending on the local taste)
■ Butter, 2 sachet
■ Bread and rolls, 2 per person (assuming rolls are of small size)
■ If a toast is specified, it must wrapped in napkin (2 slices per order, cut in half)
■ A piece of jam, if possible 2 choices,or one jam and one honey

1.2 for an American breakfast, add necessary

● Table wares required for the individual order such as knife and fork
● For meat and eggs
● Spoon for the boiled eggs
● Medium sized spoon for cereals, etc
● Salt and pepper placed in a shaker

1.3 for Filipino breakfast, prepare the following

● Table wares required for the individual such as dinner plate, spoon and fork
● Condiments such as vinegar and fish sauce in container

TAKING ROOM SERVICE ORDER

1. When phone rings, lift the receiver on first ring if possible. The mouthpiece
should be at least be 1/2 inch from the mouth. Identify room service and greet the
caller. Courteous greetings uttered with smiling voice will certainly make a good
impressions.
2. Take the order and write it down in an order slip (triplicate copies) or post it in
thee order station if one is used. For manual order taking, give one copy of the order
slip to the kitchen, one for the cashier and the last one is for the waiter). Write down
and clarify orders as you hear them. Ask the number of orders and the guest’s
preferences regarding the manner of preparation, salad dressings, etc.
◆ For eggs - whether boiled, poached, scrambled, sunny side up
◆ For bread - toasted or plain/ white, wheat
◆ Preferred salad dressing - french, vinaigrette or thousand island

If the guest is undecided, suggest menu specialties or chef’s daily specials.

It is important to ensure that the guest’s preferences and requirements are followed in
the preparation so that complaints can be avoided.
Be a good salesman. Make appropriate suggestions.
3. Repeat the order. Mention the item ordered, the quantity and manner of
preparation. Repeating the order helps to prevent errors that can be a source of
complaints.
4. Asks for the guest’s name and room number, unless this is already reflected on
the phone., if the hotel is using a high-tech front office system.
5. Check whether there are other guests with whom the guest will dine with so
that you can prepare extra glass or plate.
6. Thank guest. Tell him/her the estimated time for the delivery of his order.

KNS Hotel
Room Service
Order Slip
Date: ____________________
Room number: _________

____ American Breakfast

Special order:
______________________
______________________
______________________
______________________

____ Filipino Breakfast

______________________
______________________
______________________
______________________
______________________

___ Continental Breakfast

______________________
______________________
______________________
______________________
______________________

Side Orders:
______________________
______________________
______________________
______________________
Room boy/Keeper’s Name/Signature: ___________________

KNS Hotel
Food and Beverage Department
Room Service Control Sheet

Date: ________________________
Waiter
Rm Guest’s Name order Equipment/supplies Time of Time of Remarks
No. delivered to room Delivery Pick-up

This control form is a tool for monitoring the movement of supplies in guestrooms. It
lists down what is delivered to what room and the time of delivery and pick up in the
“remarks” portion, the waiter can indicate if items have been cleared from the room.

PREPARING/ASSEMBLING THE ORDER

1. After getting the order from the order taker, the captain/room service waiter
shall:
1.1. Review the order and assemble all needed cutleries, glasses, linen, and other
equipment.
1.2. Place needed equipment/ supplies in tray or room service trolley.
● For beverage orders. Use the bar tray and have coasters and paper
napkins ready. For food orders, use rectangular or oval tray.
● Check weather the required garnish for all ingredients and juices are
provided for.
● For cocktails, place a stirrer.
● Have appropriate glasses ready. Fill the glass with ice if needed.
● If there is an order of wine, provide wine basket or stand (whichever is
appropriate)
● Have food covered, ready to be deliver to the guest.
2. Fill up the control sheet (see sample nxt page). This form will be use to
monitor the movement of supplies and equipment so that losses can be easily traced.
● Get copy fro the cashier.
● Jot down all needed equipment on the sheet.
● Insert the sheet at the tray for the captains reference when checking.
3. Pick up the food order from the kitchen.

Set up the food/ beverage on a tray if only a handful will be transported. Use a trolley
when there are several dishes and equipment to be transported.
4. Captain shall check the mis-en-place.
Pay attention to the following:
● Whether food tallies with the items specified in the guest check.
● If all equipment that specified in the control sheet are available and in
good condition.
● Whether the standard garnish, sidings, and accompaniments are provided
for.
● DONT SPOIL THE DAY OF THE COSTUMER WHEN HE HAS TO
CONTACT ROOM SERVICE FOR A MISSING FORK OR SUGAR.
ETC.

5. Food orders for patients needed special attention. Dietitians instructions have
to be followed literally or a bid problem can occur when wrong orders are served or
instructions are not followed. Trays for each guest are carefully labeled with thier
name and room number.
6. For conferences, all meals of one type are produced at the same time. They are
assembled and carried to the function area in a trolley.
7. Pick up bill from the cashier.
8. If room service is done in a hotel, it is important to check in advance the
billing status of the guest- whether he is on cash basis (meaning he cannot sign for
charges) or he is on guaranteed booking that his/her sponsor or guarantor will
guarantee for his service payment.

DELIVERING AND SERVING ROOM SERVICE ORDERS

Procedures:
1. Double check the mis-en-place and the food and beverage order before they
are delivered to guest.
2. Make sure the tray or trolley has complete set up, to include:
● Sidings, garnish and accompaniments (if required)
● Cover for the food
● Water with glass cover
● Condiments - catsup, salt and pepper, etc (if required)
● Napkin and other requirements

3. Knock gently or activate the buzzer when entering the room and announce :
room service. Knock should be gentle and not too loud to avoid irritating sound.
Allow few seconds in between knocks and sound off. “room service”. Do not enter
the room until the guest gives you the permission.
4. Once the door is opened, greet the guest by the hour of the day. Once inside
the room, leave the door open unless the guests order you to close it.
5. Asks where the guest wants the trays or trolley to be set up.
6. After setting up the food on the table as requested, offer additional service like
setting it up table, opening bottles, serving food, etc
7. Present the bill in a bill folder with figures faced down. If the guest wish to
charge his bill and want to sign for it, make sure he has a signing privilege. This is
usually allowed for hotel guests whose bills are covered by a guarantee from
companies or individuals who are given a credit privilege by the hotel. It may also be
allowed if guest opts to pay through credit card (if the hotel has credit arrangement
with credit card company). Guests who are classified as “cash basis” are not allowed
to sign for charges (for future billing or to be charged to room account). Payment by
credit card upon delivery of room service orders. It is important for Room Service to
coordinate with Front Office regarding the billing arrangement between the hotel and
the guest for him to be guided in settling bills of the guests. It is assumed that the
waiter has been told before hand the billing status of the guest - if he has to pay in
cash or allowed to sign.
8. Thank the guest upon receiving payment and wish him/her a pleasant meal.
9. Before leaving asks the guest if there is anything else you can do for him/her.
10. Before leaving the room, make sure the heater (if used) is put off as this can
cause
11. fire. Asks the guest when he wants soiled dishes to be cleared.

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 i 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
his/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 or hallways.
5. The waiter or busboy who is assigned to pick up
trays/trolley should also check the pantry area for un-cleared items.
6. All collected trays/trolleys are to be brought to the
dishwashing area, segregated according to kinds and sizes.
7. Segregate linen and bring them to the line box of the room
service.

Table Etiquette and Good Manners When Waiting

Every waiter should observe table etiquette and good manners as he waits on
the table or deliver meals for room service. The following are some table etiquette and
good manner every waiter should practice:

1. always say “Excuse me, Mam/Sir” when laying table appointments, removing
soiled plates, replenishing water or wine, or passing in front of guest or customers.
2. Serve food at the left side of the guest and beverage on the right side. Use the left
hand when serving at the left side and the right hand when serving at the right side.
Serve food at the left and beverage at the right. The body of the waiter should be
slightly turned sideways for ease of serving.
3. when serving avoid sticking of your thumb on the plate or at the rim of glasses.
4. Always check he food before serving to see it is is all right or something is missing.
5. When serving food on the table mention its name as you lay it down as in “your
green salad Mam/Sir”
6. Foods which have fallen on the table should be removed.
7. always have a clean, dry napkin on your lower arm to dry up spills, remove crumbs,
and wipe drips from a water pitcher or a bottle or glass of wine.
8. Never use the hand in handling food. Use a serving spoon, forks, knife, and tongs
wherever appropriate.
9. fill up water glasses to ¾’s full. This hold the same with other beverages, except for
wine which case the guest tells when one wants enough.