Room Service

 Introduction, General principles, loopholes and pitfalls to be avoided

 Room service is the service of food & beverages in guest’s room in hotels or other accommodation establishments, such as motels & serviced apartments. In all suite hotels it is often referred to as ‘in suite service’ or in room dinning.

                                     Room service menus are charged higher than quite a few other dinning menus. Only very few hotels makes a good profit out of this service.

                     Room service offered in hotels the guest have a desire to have the facility to be provided where they stay and it can give the hotel a competitive edge and enhance its image.

            Now, what the guest expect out of a well run room service is; prompt & courteous answering of the r/s telephones when orders comes; close attention to all their orders; the efficient & quick delivery of orders to their rooms.

•       It implies serving of food and beverage in guest rooms of hotels. Small orders are served in trays. Major meals are taken to the room on trolleys. The guest places his order with the room service order taker. The waiter receives the order and transmits the same to the kitchen

•      Receives  orders on the phone

•      Pick up the phone with in 3 rings

•      Notes the order, repeats the order

•      Passes the order to the captain

•      Captain gives it to the steward

•      He orders in the kitchen/bar

•      Sets the tray

LAYOUT

•      Room service is situated near the main kitchen which is mostly at the lobby level. there is one order taker cabin with two or three phones, The order taker sits  in the cabin with order taking register , one computer terminal   called as POS ( POINT OF SALE) where bills can be made and KOTs delivered automatically to the  kitchen or bar through a  printer.

•      The outside area of Room service  has tray racks,trollies,flasks for tea/coffee ,crockery , cutlery ,glasses of various  types kept properly in the shelves

•      Also sauces, preserves, sugar bowls cruet sets are ready

•      Continental trays and tea trays can be set in advance to facilitate the service.

ROOM SERVICE

ORDER TROLLEY                                                                

 TRAY RACK

 

          

  Loop holes & pitfalls               

Room service should never be over staffed, it is a facility provided for the guest rather than going in for profits. It is an outlet where an employee represents the image of the hotel because the order is taken by an individual only. Any misconduct, theft etc can spoil the image of the hotel so the staff has to be honest

Budgets of the hotel can be positively or negatively effected by Room service

The following rules imply -

Ø Make sure that the waiter comes back to room service immediately after serving the order, especially at busy time.

Ø Waiter is responsible for clearing the tray one hour after serving the lunch or dinner.

Ø After breakfast service is over at 10 am, the waiter starts clearing the trays.

Ø Note down the room nos on the steward movement card. carefully to avoid problems delivering orders.

Ø Get the guests charges entered immediately to their accounts.

Ø Don’t touch & do not use anything belongs to guest in his absence, make it remains in its place.

Ø Anything leftover in the room after departure should be deposited in lost & found section.

Ø The night shift should set all the department in proper shape

Ø Should set the trays for standing orders

Ø Pesticide should be done as per the schedule

Ø Only skilled ,honest & sincere staff is required in room service since, the order is taken by the individual

 

Cycle of service

Room service order taker takes the order of food & beverage, makes the BOT or KOT and hands it to the captain

The captain gives the order to the steward, who places the order and starts setting the tray

Picks up the bill

•      Cold food is picked up first

•      Hot food is picked up last

•      Mention the Room no , pick up time, on the ‘steward  movement card’

•      Have the  order checked by the captain

•      Heavy orders go on the trolley, light one on the trays

•      Proceed to the room, Knock twice and say Room service, wish the guest.

•      Each shift has an order taker, one captain, 3 to 4 stewards; one hour over lapping is for giving the charge to the other shift.

•      Knock at the door, enter only when guest allows.

•      Bring back anything last order if left there.

•      Don’t leave trays in corridor, but move them immediately to the bus trolley stationed in corners.

•      Carry all orders for the same floor on a trolley together, to save time.

•      Check everything in the tray before taking it to the room.

•       

•      Get the bill signed, do not wait for extra time Wish the guest Bonne Appetite, approximate time of the clearance of the tray can be asked from the guest and proceed back to room service, clearance of any room can be done.

                                                            Staffing

The room service is headed by a manager & other staff. The number  of  staff  is depending on the ‘house count’ but minimum staff is always present . Room service operates for 24 hours in three shifts.

                                               The staff structure is:

                                                           Manager

                                                           Sr. Captain

                                                          Order Takers

                                                          Captain

                                                          Steward

                                                          Asst. stewards

                                                       Trainees/ Apprentice

    The morning shift, which has to attend to break fast duty, is the busiest time, so maximum no of waiters kept. The different meals are served in R/S are: B/F, Lunch, Afternoon tea, Dinner & Supper/ Late night meal. Workers will be scheduled on three shifts.

                                                       Staff scheduling

Ø The schedule should be prepared at least 2-3 days before it becomes effective. It must be duly authorized by R/S mgr.

                                                 Duty chart/ Rota  

                                  Room service Menu planning

Room service menu is separate than other outlets. For B/F order card is used, which the guest hangs out on his door handle. The card is in menu form.

     These cards are collected from different floors & deposited in the room service department by room maids, at about   12:30 PM. The R/S can make ‘mise en place' accordingly for smooth service in the next morning.

1.     Types of  clientele

2.     Place and location

3.     Availability of items

4.     Facilities ,equipments and manpower

5.     Competitive rates

6.     Cost factor

7.     Profit margin

8.     Unique  selling product

The Room service menu is always priced higher than the other outlets considering that one employee is able to execute an order in  more time than in restaurants, Room service  menu is approximately  20% more expensive than the restaurants .

It is an added facility for the guests

FORMS & FORMATS

The following forms & formats are :

Ø Order taking register- is formatted register where the  Date, Room number, order ,Time, & Time of service & Stewards name is printed .Daily page is Changed

Ø Steward movement card- The Steward is suppose to enter the room number, Time out, Time served , & Clearance done .It is for his personal Memory. It should be signed by shift captain before the duty gets over

Ø Door knob cards – Are hung on the door knob of the room by the guest he/she fills up the card  by ticking the  dishes on the card ,The room number & the time for service is also mentioned on the card ,it is duly signed by the guest after filling up. The card are collected by the night shift – twice at 2.00 am and 4.00 am and entered in order taking register

INVENTORY REGISTER FORMAT

         

Item            Daily               Monthly         Quarterly

1.crockery            *                               *                            * 2.cutlery                *                              *                            * 3.Glassware           *                              *                            * 4.Flatware              *                              *                            * 5.linen                     *                              *                           * 6.Cover/Table          *                             *                            *

DUTY ROSTER FORMAT

DAYS	Mon	Tues	Wed	Thu	Fri	Sat	Sun
NAME
Mr. Ram	A	a	a	a	a	a	off
Mr. Laxman	A	a	a	a	a	off	a
Mr. Bharat	A	a	a	a	off	a	a
Mr. Suman	A	a	a	off	a	a	a
DUTY ROSTER
Mr. Suman	A	a	off	a	a	a	a
Mr. Gautam	A	off	a	a	a	a	a
Mr. Rattan	Off	a	a	a	a	a	a

Order taking

Ø Most R/S orders are given by telephone. Therefore the telephone is the first point of contact with R/S staff & good telephone technique is of immense importance.

Ø The person answering telephone must have a good knowledge of the menu & a professional telephone manner.

Ø The bench mark of a 5* hotel is no more than three rings before it is answered.       

Ø Introduction of department & self.

Ø Use of the guest name.

           e.g.- ‘Good morning Mr. Stephens. This is room service, mark speaking.         May I help you?’

Ø Always repeat  the order politely

Ø Provide approximate time of delivery

Ø Use simple & descriptive language like- garden fresh salad, Freshly squeezed orange juice

Ø Always suggest thing like snacks with drink orders, pastry pakoras  samosas with evening tea, fresh juices fruits could be suggested with break fast

Ø With order of drinks –snacks like kebabs ,nuts, canapés  should be suggested

Ø Wines could be suggested with dinner orders

It is the order taker who can do the up selling and contribute towards the food and beverage sale

                                                  

Order taking is a skill full art that reflects the efficiency of both the waiter & the establishment. An order taken down clearly & precisely would ensure that each guest gets exactly what he has ordered & in the right sequence. This is the time when a waiter can prove his salesmanship through suggestions on menu items that yield a high profit margin.

     Explain dishes which demand explanations.

Selling techniques, e.g.- “A shrimp cocktail comprises of fresh succulent shrimps garnish in tangy cocktail sauce, served on bed of crisp green lettuce’’.

    A course in the menu must have the logical sequence of a classical menu. The normal sequence would be: Appetizer

          1. Soup 2. Main dish 3. Sweet dish & coffee                          

Telephone Etiquette

Using the Telephone Effectively and Courteously

Answer the phone before the third ring.

Answer calls and return missed calls within 24 hours.

Always identify yourself when placing a call.

Keep conversation brief, but not to the point of curtness.

Address people by their names and titles, as appropriate.

Place a call on hold, if necessary, rather than leaving a phone with an open line.

Respond promptly to all requests.

Using the Telephone Effectively and Courteously
                                         

Listen. Do not interrupt a caller or become impatient.

Do not talk with food or chewing gum in your mouth.

Respond courteously to requests and responses.

Always let the customer know when you will return the call. This must never exceed one day.

When you have finished talking, say “Thank you, Mr. or Ms. ____. Goodbye.”

Let the caller hang up first. 

  Placing A Call

Know the name of the person you want to reach and how to pronounce it.

Verify the phone number before calling.

Keep frequently called numbers handy.

Ask the caller if it is convenient to talk.

Insist on calling back if the connection is faulty.

Choice of Words

Avoid crude expressions.

Reply with a distinct “yes,” rather than “yeah.”

Show respect with simple comments and responses such as “Thank you,” “ I appreciate your help,” and “Please.”

Avoid responding with non-words noises, such as “ah,” “uh-huh” or “ummm.”

Speak slowly and pronounce words clearly. 

Placing Calls on Hold

Ask permission before placing a caller on hold.

Return to the line periodically.

Ask callers if they want to continue holding.

Indicate how long the delay could be.

Offer to call the person back if the wait will be long.

Never leave a customer on hold for longer than one minute.

Be courteous, respectful and professional.

Answering Multiple Incoming Calls

Place the first call on hold.

Answer the next call.

Complete the second call only if it can be handled quickly.

Return to the initial call promptly.

Provide quality service that meets or exceeds the customer’s expectations.

Transferring Calls

Transfer calls only if you are unable to help the caller.

Ask permission to transfer calls.

Give names and complete telephone numbers to the caller in case the call is disconnected.

If the caller complains about being transferred, suggest  having the call returned instead.

Give the new party any helpful information before completing the transfer.

Never transfer a caller more than two times.

Cutting Calls Short

Give a short, sincere explanation for ending the telephone conversation.

For example, “I’m sorry to cut this short, but I have a visitor waiting to see me.”

Make plans to get back with the caller if necessary.

Example:  “We have a staff meeting in five minutes.  May I call you back?”

Taking Messages

Write a message, even if the caller indicates they will call back.

Include the time and date.

Write legibly.

Verify the caller’s name and phone number by repeating the information.

Include as much information as possible to help the message recipient return the call.

Sign or initial the message slip and deliver the message promptly.

You Call The Wrong Number

If you place a call and reach what appears to be a wrong

number, immediately check the telephone number.

For example:

“I beg your pardon, but is this (305) 375-0000?”

If it is evident that some error was made, express regret, even if you were not responsible.

Someone Calls You by Mistake

Inform the caller politely that he/she reached a wrong number.

Suggest that the caller recheck the number and dial again.

 If the caller is trying to reach a County employee or department, do your best to find the number and assist the caller in transferring the call.

Screening Calls

Avoid giving the impression that calls are being screened.

Do not ask the caller’s name before saying the requested party is unavailable.

Ask if the call can be returned.

Use judgment in determining whether the supervisor needs to talk to every important person.

Transfer a call if it is an emergency.

Handling Complaints and Angry Callers

Never make an angry caller wait for more than 30 minutes for a supervisor.

 Listen to the complaint, investigate and act to resolve the issue.

Avoid interrupting until the entire complaint has been stated.

Do not allow yourself to get angry.

If the caller is angry, pause before you respond.  Then respond politely.

If the caller is extremely angry, ask if you can call back.

If the caller refuses, ask if you can have few minutes to collect needed information.  This additional time may allow the caller to calm down.

Handling Complaints and Angry Callers Continued…

Never put an angry caller on hold.  This may make them more angry.

Empathize.  Express regret for the situation.

                        For example: “I’m sorry for the inconvenience.”

3.         Find a way to agree with their circumstances.

            For example: “I understand what you are going through. I’d be upset too if that happened to me.”

4.         Suggest alternatives for handling the problem that you have the authority and take responsibility for providing answers to the customer.

Managing Your Voice Message System

Answer your telephone when you are at your desk.

Let the system pick up when you can’t answer.

If you must leave you desk, check for messages promptly upon returning.

When returning a call and the system answers, leave a clear, detailed message including your phone number.

When your availability changes, change your greeting.

Something to Remember

A person may forget what you say,

A person may forget what you do,

But, a person will not forget how

You made him feel…

Success…

When every customer leaves

Satisfied.

Break fast cards

                                               

                                 

 Time management- in R/service

Ø A strict control should be there on the movement of the staff as to staff should not be sitting when there is no work, during lean period all mis en place should be done; polishing of cutlery,  Tea  flasks, cleaning of the area can be done.

Ø While steward is busy serving in the room, captain or order taker can set the trays for the pending orders.

Ø The approximate time for order execution should be told to the guest, ,if an order takes more time a light order of say drinks

Ø The night shift should be responsible for- polishing of cutlery, setting of the department ,filling up of sugar bowls, jam & marmalade for breakfast, setting of tea trays & break fast  trays  for standing orders .pest control should be done as per the schedule

Ø Staff can be called in broken shift as per requirement , for serving bed tea or in banquets

Decentralized Room service

Can be operated from floor pantries, mobile trolleys, elevators etc to be more effective

Usually bed tea for groups, continental breakfast, snacks and some drinks may be served from the pantries or lifts or elevators .In the elavators  a pantry is set up from there light snacks ,continental break fast ,ice, and some variety of drinks can be served

. In spread out hotels the floor pantries can be used for serving bed tea/breakfast/snacks

The order taker forwards the order to the pantry or lift from where the order is executed

  STANDING ORDERS-When guest puts his order, in advance before going to bed either on the ‘Door knob card’ or with the order taker, it is called as standing order. This can be for Bed tea, Break fast, pack boxes, or birth day cakes,

 Fruit baskets, mini bars Room service also provides complimentary fruit baskets, Mini bars, Soft bars to the rooms as per the requisition received from front office.

This is for VIPS, tour leaders, repeat guests

Mini bars may be complimentary or on chargeable basis

 Fruit baskets The requisition for fruit baskets are of two ways, one is tentative requirement for room service and chef so that chef can order for fruits in advance, fruits are highly perishable

Also for mini bars drinks can be drawn in advance, the advance requisition avoids last minute running around.

Some places, fruit baskets are made in room service or may be in garde manger; these have to be placed in advance, before the arrival of the guest. A complimentary card from General Manager is placed along with. Fruit knife and fruit fork, napkin goes along with a finger bowl with water and rose petals

In mini bars 4 soft drinks,2 beers,2 sodas a bottle of scotch is kept in the room ,wine bottle may also be kept if required be. for this a requisition comes from front office

The bill for mini bar is made as per consumption; the house keeping department informs the front office about it.

The amenities cell clears the bar, and makes a bill for the same; it may be complimentary at times

CLEARANCE TROLLEY

                              

                                           Setting up trays & trolleys

Different people of different hotels set R/S trays & trolleys in different ways. The setting of trays & trolleys in a room service completely depends on the different types of food & beverage items offered in the menu, various accompaniments

        Provided with various dishes.

       Food & beverage items should be checked, with attention to details such as:

1.     Food & beverage temperatures.

2.     Portion sizes.

3.     Visual presentation as per recipe standards.

4.     Wine details including vintages. 

                                               

                                 Entering a guest room

How do you enter a guest room?

The procedures are:

q Approach the room quietly.

q Knock firmly & say “Room Service’’ clearly & confidently, remembering that your voice must be carry through a closed door

q Listen for the guest response & react accordingly waiting out side or entering the room. If there is no response knock & announce once again. Do not go in until you have been asked to enter.

q When you have entered address the guest by name- “ Good morning, Mr. John, here is your break fast,”. Continue to use surname while making polite conversation throughout the room service procedure.  

    

                       Clearing room service areas

Imagine you stay in good hotel. What will be your reaction when you will find no room service people to clear the dirty equipments even after long time of serving the food? It’s obviously going to be bad room service.

    To avoid these situations there are certain procedures on the process of clearance. Room service O/T records the following in a dispatch sheet or checklist:

Ø      The date.

Ø Room number.

Ø Whether tray or trolley taken.

Ø The time order was taken.

Ø The time delivered.

Ø Person delivering the order.

Ø The time order cleared.

                                  Inventory

v By performing the inventory control each & every department will have      the right idea of what are the equipments they have with the right count.

v     The difference in the inventory check of two months shows either there is    a mistake in the inventory done or things are missing or broken.

v     The list of inventory is to be made in advance & the details noted in the   stock register in case of any discrepancy.

Technology uses for better room services

Various types of trolleys used in the room service departments

                 Folded service trolley

Service Trolley with hot case

Room service tray setup

Room service clearance Trolley