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Most room service orders are given by telephone.
The IRD Order Taker must have a good knowledge of the menu.
The telephone must be answered quickly. The benchmark for a five-star hotel is no more than three rings before it is answered.
Greet the guest and introduce the department and yourself. This can be achieved by answering along these lines:
“Good Morning, Mr.________. This is Room Service, ________ speaking. May I help you?”
Write the order down carefully on an order docket as you speak to the guest.
Don’t forget to record the room number.
Repeat the order to the guest, clarifying any doubtful details.
Tell the guest approximately how long it will take for the order to be delivered. It shouldn’t be more than 30 minutes.
Check that all the details are correctly recorded on the docket. Include the time that the order was taken.
Enter the order in POS.
Distribute the order to the appropriate personnel, both in the Room Service Department and other departments if necessary.
Preparing Room Service Equipment
Different tray and trolley set-ups are dictated by the menu items to be served and will also include provisions for common requests for items not included on the room service menu. The details of tray or trolley set-up vary from establishment to establishment, but in most instances, there will be standard set-ups for:
Tea and Coffee Trays
Ice Buckets
Breakfast Trays and Trolleys
Snack Trays
Dinner Trays or Trolleys
Champagne or Wine Trays
Fruit Basket Trays
Butter
Condiments
Bread Baskets
Hot Boxes
Setting Up Trays and Trolleys
Once the order has been distributed, a suitable present tray or trolley should be selected and set up appropriately. The setup will depend on:
The number of covers.
The food and beverage items ordered, and
The meal or snack requested.
What to choose: Table/ Trolley Versus Tray
There is no standard or no perfect policy on what should be used during room service. The basic standard of using any of these depends on the policy of your hotel but some factors should help servers decide whether they need to deliver using a tray or a table or trolley.
When you should use the tray?
The use of tray is very much needed and highly acceptable for following types of orders/ deliveries:
Continental breakfast for one person
Beverage only orders
Coffee only orders
Soup only orders
Dessert only serve for one person
When you should use a trolley?
Table/ Trolley service is required for the following:
Continental breakfast for more than one person
Dessert-only orders for more than one person
Lunch or Dinner
Collection of the Orders
When the trays or trolleys have been correctly set up, collect food and beverage items promptly and in the right order, with the appropriate accompaniments.
Food and Beverage items should be checked, with attention to such details:
Food and beverage temperatures
Portion sizes
Visual presentation as per recipe standards
Wine details, including vintages
Food temperatures must be maintained from the time the food is collected to the time it is delivered to the guest. Plate covers, food warmers and hot boxes should be used to keep food at the right temperature.
Collect the guest’s account and confirm that it matches the order. This account must be taken to the guest’s room along with the items ordered.
When all items have been checked, like service equipment, food and beverage as ordered, and the account, they should be taken to the guest’s room without delay.
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