Presentation Transcript

1. D1.HBS.CL5.13

   PROVIDE ROOM SERVICE

2. Subject Elements Take and process room service orders Prepare for room service Prepare for room service Present room service accounts Clear room service Maintain readiness of room service
3. Assessment Assessment for this unit may include: Oral questions Written questions Work projects Observation of practical skills Practical exercises
4. Element 1: Take and process room service orders
5. Room Service Definition The provision of food and beverage service in a guest room or suite Other names - In-room dining, in-suite dining
6. Room Service The problems of running a room service section Why do Hotels offer room service?
7. Organisational Chart Food & BeverageManager Room Service Manager Shift Supervisors or Captains Minibar restockers Orders received Night Shift service Waiters & Chef Service Staff, Waiters & Chefs
8. Room Service Staff Skills of the room service staff: Discretion Diplomacy Honesty Perception Ability to communicate Local knowledge Skills
9. Types of room service available 24 hour room service Breakfast only “Do it yourself” Breakfast Tea and Coffee making facilities Meal period service only A limited service, ordered through the Restaurant Mini Bar
10. Taking Orders and Recording them How a guest orders room service: Written Phone Computer system
11. Selling Increased sales can be achieved through the use of selling techniques Suggestive selling [food knowledge] promote specials, suggest extras such as salads or desserts
12. Confirming the order Check the name and room number are correct Clarify details, the number of serves, where is service taking place, what the order is and what equipment is needed Advise guests on dietary needs, if food items have peanuts or meat stock or other items which may cause allergies Confirm timing and delivery instructions
13. Recording the order Enter the order into the Hotel’s system Accuracy Information needed
14. An Order form should have Date/Docket Number Name/Room number Time of order Time of delivery Location of delivery Special Requests What was ordered Any extras special requirements Who took the order
15. Pre orders Door Knob menus are designed for the guest to complete and also include ancillary needs as well as time and location Door Knob menus need to be collected and collated
16. Order distribution Distribute the order to the service areas for preparation Kitchen Main Kitchen Cold larder Dessert Bakery Wine store Bar Room service dry store Equipment store Ancillary store
17. Element 2: Prepare for room service
18. Prepare for room service For the room service area to function successfully, the area must be set up and equipped with the necessary food and beverage items Portion Pack items Food Beverage Loose stores, coffee beans, bread rolls Dairy items
19. Prepare room service equipment Distribution system for multi – tray trolleys Tray covers Cutlery Crockery Glassware Beverage service pots etc Room Service Trolley
20. Set up trays and trolleys The equipment found on individual trays should match the needs of the particular order. Basic set up for dinner vase Butter Bread condiments Ice Bucket glass
21. Preparation and setup When checking equipment for Room Service, check that it is not: Damaged Unclean Unsafe
22. Collecting the food and beverage order Check the item against the guests order Hot food in a heated container Cold food in a cold container Check any special requests Visual check
23. Element 3: Provide room service
24. Delivery of the order When positioning items on the tray: Weight Height Balance Overcrowding Temperature Consider the location of hot items
25. Delivery of the order Check delivery route Timing Care to preserve the appearance
26. Entry into Guest room Knock and announce “Room Service” Hotel policy will dictate actions if theguest doesn’t answer Verbal contact with guest social dialogue
27. Entry into Guest room Position tray or trolley in normal place There is usually a standard position in the room to place the tray but the guest may want it somewhere else Re arrange furniture
28. Position the tray or trolley Set the order Explain the Items to the guest Confirm special requests Equipment usage e.g. hot box
29. Serve the order Food service: Maintain Restaurant standard Assemble dishes, add garnishes Explain where the tray is to be placed when the guest has finished with it
30. Serve the order Beverage service: Tall Bar Open and pour wine Hot Beverages
31. Element 4: Present Room service accounts
32. Room service accounts Method of payment Account documentation Information included Room number Name Account type Delivery time /date List of items plus cost Total cost Receipt of order and method of payment
33. Room service accounts Presenting the room service account Presenting the account Asking the guest to sign and confirm Payment options
34. Process room service payment Charge to Room account Cash Credit card or debit card Vouchers
35. Element 5: Clear Room Service
36. Remove the trays On request of guest During floor check Notification from other departments Check all items are returned
37. Clear room service Return trays, trolleys and service items Unpacking the used items Remove disposable rubbish Distribute items to cleaning stations Store trays and trolleys
38. Ancillary duties Room Service interaction with other departments. Housekeeping Porter Security Maintenance
39. Element 6: Maintain readiness of Room Service
40. Maintain readiness of Room Service Cleaning Room Service Trolleys Cleaning process for trolleys Hot Boxes Storage of Trolleys Maintenance of trolleys
41. Maintain readiness of Room Service Cleaning Crockery and Cutlery and all other items used in Room Service Cleaning Procedure
42. Maintain readiness of Room Service Re stocking Items Equipment Stationery Linen Food and Beverage Items
43. Conclusion Room service is an important part of providing a guest with service of food and beverage in their accommodation suite and creating a special experience for a guest. In this unit we have explored all the steps involved in: Taking and processing room service orders Preparing trays ,trolleys and basic food and beverage items for room service The transport of trays and trolleys to guest rooms How to process and present room service accounts Procedures for clearing room services items and the extra duties that may occur in conjunction with clearing How to maintain readiness in the room service area for service