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Module_3_ROOM_SERVICE

Room service offers food and beverage service to guests in their rooms, varying by establishment type and service level. It involves order taking, food preparation, and delivery, with two main types: centralized and decentralized room service. Competencies required include knowledge of the property, good communication skills, and the ability to handle orders accurately to enhance guest satisfaction.

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3 views

Module_3_ROOM_SERVICE

Room service offers food and beverage service to guests in their rooms, varying by establishment type and service level. It involves order taking, food preparation, and delivery, with two main types: centralized and decentralized room service. Competencies required include knowledge of the property, good communication skills, and the ability to handle orders accurately to enhance guest satisfaction.

Uploaded by

farhankhan.24
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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MODULE 3- ROOM SERVICE

ROOM SERVICE
Room service provides guests with food and beverage service in the privacy of their own room or
suite. Room service is a feature in some way in establishments that offer accommodation. Different
establishments including Hotels, Resorts, serviced apartments or Villas and residential clubs offer
different types of room service ranging from a full compendium Menu with 24-hour service to
Breakfast only served in the room. Some establishments will have a separate Room service kitchen
and production area in others it may be part of the Restaurant operation.

As it is pre-defined by its name that, service of food and beverage in guest rooms. It takes place
when the guest places their order with Room Service Order taker (RSOT). The waiter receives the
order and transmits the same to the kitchen. In the meanwhile, he prepares his tray or trolley. He
then goes to the cashier to have a cheque prepared to take along with the food order for the guests’
signature or payment. Usually clearance of soiled dishes from the room is done after half an hour or
an hour. However, the guest can telephone Room Service for the clearance as and when he has
finished with the meal.

TYPES OF ROOM SERVICE


Breakfast is the busiest time with guests generally ordering via a doorknob menu hung on the door.
These may be collected by a variety of personnel, security staff doing their rounds or housekeeping
doing turn down services, or can be delivered to reception by the guest. Guests may also choose to
ring direct and order at any time.
Centralized room service
Here all the food orders are processed from the main kitchen and sent to the rooms by a common
team of waiters.

Decentralized room service


Each floor or a set of floor may have separate pantries to service them. Orders are taken at a central
point by order-takers who in turn convey the order to the respective floor pantry. Only snacks and
beverages are served from this place, and other main items are served from the main kitchen only.

Room Service is very important because the actual service is done without any supervision and if
there is anything done wrongly or not brought at the first time, then there are no chances of any
correction of the mistake. Therefore everything should be checked in the beginning itself.

COMPETENCIES & DUTIES

Working in room service requires that you have a good knowledge of the property, individual room
layouts and room locations, the establishment room numbering sequence as well as a good working
relationship with the housekeeping and front office departments. Room service duties include
delivering complimentary items, guest specials or amenities to rooms. These may be gifts from the
hotel management to guests – VIPs, regular or special guests, as part of a package deal or for such
functions as cocktail parties, meetings, dinners, etc. Room service also service “day use” or
“courtesy” rooms which are being used for meetings or for guests whose room is not available due
to the guest's early arrival. Room service provide food and beverage service in the public areas of
the hotel such as the poolside or lounge area and arrange packed lunches or picnics for guests who
are going out for the day.
Mini-bars are maintained by either the room service or housekeeping departments, often as a
separate area within the department. A mini-bar is the self-service bar fridge in each room, the mini-
bar contains miniature bottles of spirits and liqueurs as well as wine, beer, soft drinks and,
increasingly, snacks and food items such as chocolate bars, biscuits, chips, etc.

In room service department, the task of order taking is most important as:

The guest is talking to the order taker through phone, not in person.
This task reflects/improve the image of the hotel.
This task can increase the revenue sale of food & beverage service dept. by a great margin.
This task can make the guest a satisfied and delighted guest and thus can convert him in a repeat
clientele.

TAKING ROOM SERVICE ORDERS OVER TELEPHONE

Greet the guest as per the hotel’s policy and as per the time of the day. It must be in accordance
with the following guidelines:
1) Always answer the telephone promptly on the 2nd or 3rd ring.
2) Identify yourself and the department.
3) Always be courteous, guests may be tired or unsure of the procedure.
4) Always be happy to help or assist.
5) Always use the standard greeting, being consistent with other colleagues and in line with the
establishment procedures.
6) Try to smile when speaking, as a smile can be heard in the voice.
7) When talking with the guest, Room Service staff may need to advise and to assist the guest in
making their selection by suggesting or explaining menu items.
8) Once the order has been taken from the customer, you must clarify the details of the order.
Repeat the order back to the customer to check for accuracy, and amend where necessary.
9)When taking a room service order you must never be afraid to ask questions these questions will
help to clarify orders, special requests and delivery requirements.
10) Also check the time the room service is required, the number of guests being served and
whether the room service being requested is for service in the guests‟ room or elsewhere; poolside
or lounge area. The order may be required for takeaway such as a picnic basket, or packed
sandwiches.

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