Standard Operating Procedure
Standard Operating Procedure
Standard Operating Procedure
Room Service.
Index.
1. Order Taking Procedures.
2. Setting up of Tray / Trolley.
3. Delivering the order in Room.
4. Prepare the Tray / Trolley for delivery.
5. Tea / Coffee Service.
6. Clearing the Tray.
7. Presenting the Bill.
8. CIP / VIP Amenity Service.
9. Morning Shift Check List.
10. Evening Shift / Night Shift Check List.
11. Take Away (Parcel) Order Procedures.
12. Suggestive Selling & Up Selling.
5. Tea / Coffee Service. (Serve the hot Beverages in the approved manner)
Pick up the appropriate order following the standard tray set-up.
Once the order is ready to leave the Room Service area inform the order taker on the room number
being serviced.
Upon reaching the Room, ring the bell and announce in a loud and clear voice Room Service.
When the guest opens the room, wish him according to the time of the day, using his name Good
Morning Mr./Ms._________. I am Captain _________ from Room Service.
Announce the order by saying Your Coffee / Tea / Drink sir.
If it is in the morning take the paper from the door and place it in the rack or in the writing table
neatly.
While walking into the room, enquire with the guest on where to place the tray and place it
accordingly.
After laying the tray in an appropriate area offer to mix the Coffee / Tea / Drink for the guest.
Wish the guest enjoyable Coffee / Drink and retreat to the door and exit gracefully while closing the
door softly behind you.
8. CIP / VIP Amenity Service. (Serving Hot Chocolate to Room Guests on Time).
As part of the guest service differentiators we serve Complimentary Fruit Basket / Cookies Platter as
per the instruction and Request Slip from the Front Desk for Suites / Presidential Suites.
Once the request comes from any of the above category from the front desk, take down the request.
Make an NC KOT for the requested items and pick up the order from the Kitchen.
Ensure it is presented nicely with proper arrangements.
Set up the Tray and take the specially cleaned and assigned basket / platter. For placing it in the
rooms.
Once it is placed inform the immediate supervisor & Front Desk.
9. Morning Shift Check List (Ensure that all the Check list is followed for smooth Operations.
File the occupancy and the sales report in the appropriate file.
Follow up on the Break Fast door Knob request if any.
Return all the Liquor which was not sold the previous night to the Dispense Bar.
Take a proper count and take over of all the Beverages.
Check the flowers and receive from Housekeeping for the trays.
Adequate fresh linens to be collected from Housekeeping for the smooth operations throughout the
day.
All bills to be handed over to Front Office at 10 hrs, 15 hrs & 12 Midnight (before the night audit).
Ensure that adequate amount of Crockery and Cutlery is there for the smooth operations with
adequate set tray for rapid service.
Not available items to be checked with the Chef and updated in the Board.
Errand cards have to be handed over to the Supervisors and any clearance not done to be handed over
to the next shift steward.
10. Evening Shift / Night Shift Check List. (Ensure that all the check list is followed for smooth
operations).
Tray set ups for the Dinner sessions to be done before 7pm.
Floor clearance to be done frequently (every 30 minutes).
Once the Housekeeping amenities are ready send Triton to Housekeeping for pick up.
Errand cards have to be handed over to the Supervisors and any clearance not done to be handed over
to the next shift steward.
11. Take Away (Parcel) Order Procedures. (Employee bills are made accurately according to the
eligibility).
Take the order one day advance by phone and mail.
If its bill to company guest has to send the BTC mail to the hotel or FAX request.
If the guest want to settle by online credit card they have to send the authorization mail and in one
day before then only we forward to accounts to take the charge slip.
Transportation for the parcel order around the city to be checked with the Supervisor or Manager and
to intimate to the guest,
Parcel order has to be place the order ticket to the kitchen two hours earlier to the pick up and place
the order overnight not more than one day before.
12. Suggestive Selling & Up Selling. (Ensure that guest have a right combination of meal &
increased revenue).
Suggestive Selling means encouraging guests to buy additional food & beverages. Suggestive selling
requires tact and good judgment.
The key to effective suggestive selling is a good knowledge of the menu.
Here are some tips for more effective suggestive selling :
Be enthusiastic. Its easier to sell something youre excited about.
Make food sound appetizing. Use words like fresh, Popular, and generous when describing
menu items.
Ask questions. Find out if guests are really hungry or just want something light, whether they like
chicken or beef, if they feel like having something hot or cold.
Suggest specific menu items. Dont simply ask: Would you like soup with your meal? Instead, point
out: A cold bowl of borscht would go well with your salad on a hot day like this.
Suggest your favorites. Try as many of the menu items as you can and tell guests youve tried them:
Youll like the Chicken Kiev. Its one of my favourites here. But be honest dont say that something
is your favorite when it isnt.
Offer a choice: Would you like a slice of our famous cheesecake or our homemade pecan pie for
dessert?
Suggest the unusual. People dine out to get away from the routine fare they have at home.
Suggest foods & beverages that naturally go together soups and sandwiches, coffee & dessert, steak
and baked potatoes, and eggs.