The Basic of Room Services

The Basics of Room Service

Hotel room service is responsible for delivering food to guest rooms; guests call the room service department, and the meal is delivered to their room. Hotel room service is available 24 hours a day, seven days a week. Room service is responsible for ensuring that guests receive amenities, that their foods and beverages are delivered, and that the minibars are well stocked.

Why Use Room Service?

  • Room service allows you to order meals at all hours of the day and night.
  • Room service allows guests to eat in the privacy of their rooms.
  • Room service ensures that guests’ meals are delivered on time.

How Do You Order Room Service?

  • Telephone system 
  • Interactive television system 
  • Door Knob Menu

Order Flow in Room Service

  • Guest Order- Preparation- Distribution/Service

Sequence Of Room Service

  • Lightly knock on the guest door 
  • Announce yourself (room service)
  • Greet the guest warmly; using the guest’s name 
  • Ask if you may enter 
  • Ask where to set up the meal 
  • Present the meal and pour the beverage 
  • Offer additional assistance 
  • Inform the guest about tray pick-up 
  • Wish the guest an enjoyable meal 
  • Thank the guest

Mobile Folding Room Service Table

  • Must be comfortable for four people 
  • Must have quiet rolling wheels 
  • Must have a food warmer beneath

Plate Warmer

  • Made of stainless steel 
  • Has a double door 
  • Can hold up to 120 plates 
  • Uses little electricity

Food Warmer

  • Made of stainless steel on the outside and aluminum on the inside 
  • Must be easy to clean 
  • Must have an in-built thermostat

Preparing Room Service

The room service team uses a pantry near the kitchen, which is fully equipped to provide efficient room service. Room service provides everything a guest requires for comfort, from glasses to snacks to ice buckets, and there is no additional charge for this service.

In modern hotels, guests expect room service to accommodate all reasonable requests; however, all items available for service are listed on a special room service menu.

At different times of the day, different menu sections may be available.

Room Service Equipment and Product Storage

Room service equipment includes the following:

  • Trolley
  • Glassware, cutlery, and linen
  • Food and beverage products
  • Printed materials

All items must be stored safely, hygienically, orderly, and accessible, with a ‘par-stock’ level set for each item to avoid accidents and breakage.

Getting the Room Service Equipment Ready

A standard trolley or tray must include the following items:

  • Tea and coffee tray
  • Ice bucket
  • Breakfast trays
  • Snack tray
  • Tray for dinner
  • Tray of Champagne or Wine
  • Fruit basket holder
  • Butter
  • Condiments
  • A breadbasket.
  • Warm Boxes

Taking Room Service Order

  • Pick up the phone
  • The order taker must have a good knowledge of the menu
  • The telephone must be picked up quickly
  • Greet and introduce the room service department

“Good morning, Mr ________This is Room Service”

  • Carefully write down the order
  • Record the room number
  • Repeat the order to clarify any doubt
  • Inform the guest how long the order will take, and it shouldn’t be more than 30mins
  • Check all the recorded details  
  • Enter the order in POS
  • Distribute the order to the appropriate personnel

Setting Up the Trolley

Setting up the trolley is determined by the following factors: 

  • the number of lids ordered; 
  • the food and beverage items ordered; and 
  • the meal or snack requested.

Collection of the Order

Food and beverages should be collected in the correct order.

 The following information about food and beverages should be noted: 

  • the food and beverage temperatures 
  • the visual presentation is based on the recipe standard 
  • the wine details.

Plate lids, food warmers, and hot boxes can keep food warm. The Guest’s account and the order must be compared to see if they are identical. After everything is confirmed, the order should be delivered to the room as soon as possible.

Entering the Guest Room

When entering a room, respect for the guest’s privacy must be considered using the following procedure:

  • Approach the room quietly
  • Knock and say room service
  • Listen to the guest’s response
  • If there is no response, repeat “room service.”
  • When you enter, address the guest by name

“Good morning, Mr __________, Here is your breakfast.”

Always use the guest’s surname throughout the room service procedure.

Presentation of the Food and Beverages

The food and beverages should be placed in the position of the furniture according to the guest’s wish. The presentation procedure is as follows:

  • Confirm that the tray is placed where the guest wants it to be 
  • Inform the guest of any potential hazards, such as a hot box or a hot coffee pot 
  • Arrange the furniture properly 
  • If applicable, light a candle 
  • Serve the food and beverages 
  • Ask if the guest needs anything else 
  • Present the account for signature 
  • Explain the pick-up procedure 
  • Bid goodbye in a friendly manner to the guest
  • Present the signed check to the cashier

Clearing Room Service Areas

The following must be recorded on the checklist by the room service order-taker:

  • Date
  • Room Number
  • If the tray is taken
  • Time of order 
  • The person delivering the order
  • The time order was cleared

The order-taker directs the staff, controls the room service procedure, and ensures the trays are cleared.

The order-taker must be notified after a room has been cleared. Unused food and beverages, trays, and foodservice equipment must be returned to room service. suppliers of room service tables and hot boxes.

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