CORE COMPETENCY 5

ROOM SERVICE
 ROOM SERVICE
It is a part of the HOTEL OPERATIONS
where they serves food conveniently to
their respective guests rooms by just
calling the room service department and
place order of food and drinks to be sent
to their room.
Room service is considered as an
important issue in hotel industry. It
represents the wishes of guests,
which were increased in recent years as a
result of guest desire of more luxury and
time saving. It also represents the desire
SKILLS

1. Should have excellent communication skills

2. Speak with others using clear and
professional language
3. Flexibility to work for longer hours as per
business demand.
4. Be courteous, professional and provide
efficient service.
DOOR KNOB MENU

A type of room service menu that a

housekeeper can leave in the guest room.
A doorknob menu lists a limited number of
breakfast items and times of the day that meal
can be served.
PROVIDE ROOM SERVICE

1. Take and process room service orders

2. Set-up trays and trolleys
3. Present and serve food and beverage orders
to guest
4. Present Room service account
5. Clear away room service equipment
1.Take and process room
service orders
Take order over the phone, perform
suggestive selling techniques.
Breakfast order should be a
1. Continental,
2. American or
3. Filipino breakfast.
1.Take and process room
service orders
How do you prepare room service orders?
1. The room service order taker answers the calls to room
service.
2. The telephone must be answered quickly.
3. Greet the guest and introduce the department
4. Record the room number
5. Write the order on an order docket as you speak to the
guest
6. Repeat the order to the guest
7. Tell the guest approximate time of delivery
RULES
AVOID USE
Okay Alright, noted, got
it
Hello Good morning
Please wait Hang-on for a
while
Is that all? Is there anything
you want to add?
Yes ma’am/sir Alright Miss
Trenchbul
SAMPLE SPIEL 1
Answer the phone after 2 to 3 rings
Attendant: Good morning, this is the room service department. I am Ana,
may I know your name or room number? (Check the system as the guest
respond)
A: Alright Mrs. Anne Heusaff, how may I help you?
A: It is my pleasure to take and prepare your orders Mrs. Heusaff. For our
breakfast menu, we have three set of choices; continental, American and
Filipino breakfast? Which do you prefer ma’am?
A: Alright Mrs. Heusaff, you preferred ________. In this set of menu, we
have another three sets. Set A, B and C. Set A consists of ____________, Set
B _______________ and Set C ________. Which do you prefer maam?
A: Alright maam, is there anything you want to add? How about trying our
best-seller ube gelatin dessert maam?
A: Alright maam, I’ll be adding that to your order. May I verify your order
Mrs. Heusaff, you ordered ___________. The total amount is 375 pesos. This
order is under your name and room number Mrs. Anne Heusaff of room
204. Do I miss anything maam?/Is it correct maam?
A: Noted maam, your breakfast will be delivered within 15 minutes. Have a
nice day ahead Mrs. Heusaff.
SAMPLE SPIEL 2
Answer the phone after 2 to 3 rings
Attendant: This is the room service department, good morning. I am Ana,
please state your room number.
A: Good morning Mrs. Julia Martin. Are you going to order for breakfast?
A: Since there is an available menu in your table inside your room Madam, I
will introduce that our breakfast menu, we have three set of choices;
continental, American and Filipino breakfast? Did you already choose
among the choices Madam?
A: Alright Mrs. Martin, you preferred ________ of which set of menu maam?
A: Alright maam, is there anything you want to add? How about trying our
best-seller cake desserts or cucumber drinks Madam?
A: Alright maam. May I repeat your order Mrs. Martin, you ordered
___________. The total amount is 200 pesos. It is under your name and room
number Mrs. Julia Martin of room 204. Do I miss anything maam?/Is it
correct maam?
A: Noted maam, your breakfast will be delivered as soon as possible. I hope
you will enjoy your breakfast Mrs. Martin.
Activity

 Find a partner.
 Make your own spiel for taking room service
orders.
 Perform taking room service orders.
2. Set-up trays and trolleys
 Double check the mise-en-place and the
food/beverage order before they are delivered to
the guests.
 Make sure the trolley or tray has complete set-up, to
include:\
1. Sidings, garnish and accompaniments
2. Cover of the food
3. Water with glass cover
4. Condiments- salt and pepper or cruets
5. others
2. Set-up trays and trolleys

 Knock gently or activate the buzzer when

entering the room and announce –
“ROOM SERVICE, MAY I COME IN?”
 Never enter unless told to come-in
3. Present and serve food and
beverage orders to guest
 Deliver, present and serve room service orders
 Courtesy is observed
 Once inside the room
1. Leave the room open unless the guests order you to
close it
2. Ask where the guest wants the trays or trolley to be set-
up
“Where would you like me to set-up your table Sir/Madam?”
“Shall I leave the food on the trolley or you want it to
transferred to your table?”
3. Present and serve food and
beverage orders to guest
 After setting the food on the table as requested,
offer additional/personalized service.
1. If you are ready to eat, shall I serve the food for
you?
2. Shall I serve your coffee/tea?
3. Would you like me to open the curtain to
brighten the room?
Note: If the guest wants to eat late, leave the food
on the table.
4. Present Room service account
 Present the bill
1. Present the bill in a bill folder with the figures faced
down as you say- “May I present your bill ma’am?”
2. Get the payment. (If the guest wants to charge to his
room account, let him sign but make sure he is
authorized to sign. Some guests accounts are labeled
“Cash basis” and so they are not allowed to sign
3. Thank the guest and bid goodbye. Ask the guest when
he wants soiled dishes to be cleared as you say “What
time would you like me to clear your soiled dishes
sir/ma’am?
5. Clear away room service
equipment
 Go back to the room as you say –
“Room service, may I come-in?”
“Are you done with your breakfast Ma’am? I’m
here to get your soiled dishes”
 Ask feedback if possible.