COMPETENCY-BASED LEARNING MATERIAL

SECTOR
TOURISM
(Hotel and Restaurants)

QUALIFICATION

FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY

PROVIDE ROOM SERVICE

MODULE TITLE

PROVIDING ROOM SERVICES

HOW TO USE THIS LEARNER’s GUIDE

Welcome to the module: PROVIDING ROOM SERVICE. This module contains training
materials and activities for you to complete.

The unit of competency PROVIDE ROOM SERVICE contains the knowledge, skills and
attitudes required for a hotel and restaurant host/hostess. It is one of the CORE Modules at
National Certificate Level (NCII).
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You are required to go through a series of learning activities in order to complete each learning
outcomes of the module. In each learning outcome there are Information Sheets, Resource
Sheets and Reference Materials for further reading to help you better understand the required
activities. Follow these activities on your own and answer self-check at the end of each learning
outcome. Get the answer key from your instructor and check your work honestly. If you have
questions please don’t hesitate to ask your facilitator for assistance.

Recognition for Prior Learning (RPL)

You may already have some or most of the knowledge and skills covered in this
learner’s guide because you have:

Been working for some time.

Already completed training in this area.

If you can demonstrate to your trainer that you are competent in a particular knowledge or skills,
talk to him/her about having them formally recognize so you won’t have to do the same training
again. If you have qualification or Certificate of Competency from previous training, show them
to your trainer. If the skills you acquired are still relevant to the module, they may become the
part of the evidence you can present for RPL.

At the end of this learning material is a learner’s Diary. Use this diary to record important dates,
jobs undertaken and to other workplace events that will assist you in further details to your
trainer or assessors. A Record of Achievement is also provided for your trainer to complete
once you complete this module.

This learning material was prepared to help you achieve the required competency, in Providing
Food and Beverage Service. This will be the source of information for you to acquire
knowledge and skills in this particular trade, with minimum supervision or help from your
instructor.
In doing the activities to complete the requirements of this module, please be guided by the
following:

1. Talk to you trainer and agree on how you will both organize the training of this unit.
Read through the learning guide carefully. It is divided into sections which cover all the
skill and knowledge you need to successfully complete in this module.

2. Work through all the information and complete the activities in each section. Read
information sheets and complete the self- check. Suggested references are included to
supplement the materials provided in this module.

3. Most probably your trainer will also be your supervisor or manager. He/she is there to
support you and show you the correct way to do things. Ask for help.

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4. Your trainer will tell you about the important things you need to consider when you are
completing activities and it is important that you listen and take notes.

5. You will be given plenty of opportunity to ask questions and practice on the job. Make
sure you practice your new skills during regular work shifts. This way you will improve
both your speed and memory and also your confidence. Talk to more experience
workmates and ask for their guidance.

6. Use the self-check questions at the end of each section to test your own progress.

7. When you are ready, ask your trainer to watch you perform the activities outline in this
module.

8. As you work through the activities, ask for written feedback on your progress. Your
trainer keeps feedback/pre-assessment reports for this reason. When you have this
learning material and feel confident that you have sufficient knowledge and skills your
trainer will arrange and appointment with a registered assessor to assess you. The
results of the assessment will be recorded in you competency Achievement Record.

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 FOOD AND BEVERAGE SERVICES NC II
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No. Unit of Module Title

Code
Competency

Providing Link
Provide Link TRS512316
Between
1. Between Kitchen
Kitchen and
and Service Area
Service Area

Provide Food Providing Food TRS512317

2. and Beverage and Beverage
Service Service

Provide Room Providing Room TRS512318

3.
Service Service

Develop and Developing and

Update Food Updating Food TRS512321
4.
and Beverage and Beverage
Knowledge Knowledge

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 MODULES OF INSTRUCTION

QUALIFICATION FOOD AND BEVERAGE NC II

UNIT OF COMPETENCY
PROVIDE ROOM SERVICE
MODULE TITLE
PROVIDING ROOM SERVICE

This unit deals with the skills and knowledge required to provide
room service in commercial accommodation establishments.
MODULE DESCRIPTOR
This role is generally undertaken by food and beverage
attendants in large establishments but may also involve front
office personnel and kitchen staff.
NOMINAL DURATION 80 HOURS
LEARNING OUTCOMES

1. Take and process room service orders

2. Set up trays and trolleys
3. Present room service meals and beverages to guests
4. Present room service accounts
5. Clear room service area

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 LEARNING OUTCOME SUMMARY

LEARNING OUTCOME No. 1 TAKE AND PROCESS ROOM SERVICE

CONTENTS:

1. Take and process room service orders

ASSESSMENT CRITERIA:

1.1 Answer telephone with proper telephone etiquettes

1.2 Check name of customer during interaction

1.3 Clarifies, repeat and checks details accurately

1.4 Uses selling techniques when appropriate

1.5 Advise clients of approximate time of delivery

1.6 Records service orders according to establishment’s standards

1.7 Interprets room service orders received from doorknob dockets

1.8 Promptly transfer orders in appropriate location for preparation

CONDITION:
The trainee / student must be provided with the following:

 Telephone Unit

 Menu Cards

 Pen

 Order Slip

 Bill folder / change trays

METHODOLOGY:

 Self-Paced

 Demonstration

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  Discussion
ASSESSMENT METHOD:

 Oral examination

 Written examination

 Performance test

LEARNING EXPERIENCES

Learning Outcome No. 2 : PREPARE AND SET TABLES

Learning Activity/Guide Special Instruction

Read Information Sheet 3.1.1.on Taking  Perform all activities required.

Room Service Orders  You must get a rating of 80 to 100%.
Answer self-check 3.1.1 If you get below 80% rating, go over the
Compare self-check 3.1.1 to answer Key
3.1.1. same activities.
If you get the required rating, proceed to
Observe the demonstration on Taking room next activities.
service orders

Perform Task Sheet 3.1.1

Evaluate the demonstration using the

Performance Criteria Checklist 3.1.1.

Read Information Sheet 3.2.1 on Equipment  Perform all activities required.

And Material Selection And Set Up.  You must get a rating of 80 to 100%.
Answer self-check 3.2.1 If you get below 80% rating, go over the
Compare self-check 3.2.1 to answer Key
3.2.1. same activities.
If you get the required rating, proceed to
Observe the Demonstration On Equipment next activities.
And Material Selection And Set Up
Perform Task Sheet 3.2.1

Evaluate the demonstration using the

Performance Criteria Checklist 3.2.1.

Read Information Sheet 3.3.1 room service  Perform all activities required.
meal delivery and serving  You must get a rating of 80 to 100%.

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Answer self-check 3.3.1 If you get below 80% rating, go over the
Compare self-check 3.3.1 answer Key 3.3.1. same activities.
Observe the demonstration on room service If you get the required rating, proceed to
meal delivery and serving next activities.
Perform Task Sheet 3.3.1
Evaluate the demonstration using the
Performance Criteria Checklist 3.3.1
Read Information Sheet 3.4.1  Perform all activities required.
on billing of guests orders  You must get a rating of 80 to 100%.
Answer self-check 3.4.1 If you get below 80% rating, go over the
Compare self-check 3.4.1answer Key same activities.
3.4.11.
If you get the required rating, proceed to
Observe the demonstration on billing of
next activities.
guests orders
Perform Task Sheet 3.4.1
Evaluate the demonstration using the
Performance Criteria Checklist 3.4.1
Read Information Sheet 3.5.1 on clean room  Perform all activities required.
service area  You must get a rating of 80 to 100%.
Answer self-check 3.5.1 If you get below 80% rating, go over the
Compare self-check 3.5.1 answer Key 3.5.1. same activities.
Observe the demonstration on billing of
If you get the required rating, proceed to
guests orders
next activities.
Perform Task Sheet 3.5.1
Evaluate the demonstration using the
Performance Criteria Checklist 3.5.1

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 INFORMATION SHEET No. 3.3.1
TAKE AND PROCESS ORDERS
Learning Objectives:
At the end of this module, the students must be able to:
a. Promptly and courteously attend to telephone call in accordance with customer
service standards
b. Check and use Guests’ names throughout the interaction
c. Clarify, repeat and check details of orders are with guests for accuracy
d. Use suggestive selling techniques when appropriate
e. Advise Guests of approximate time of delivery
f. Record Room service orders and relevant information is checked in
accordance with establishment policy and procedures
g. Transfer orders promptly to appropriate location for preparation

Introduction
One of the key determinants of a customer's experience in a restaurant is the level of service
offered by the waiting staff. If you are a waiter, your primary responsibility is to ensure that all
your customers are happy and their needs are met. You must also have a pleasant disposition
and possess the flexibility to respond to a variety of demands from your customers. However,
your most important duty is to ensure that you accurately take your customer's order so he
receives the dish exactly the way he likes.

Telephone Etiquette in Taking and

Processing Orders
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There are a countless number of restaurants where a large percentage of business is
composed of take-out orders. How does your restaurant handle all the guests who call-in their
orders? What about if someone wants to make a reservation? Just as your restaurant has rules
in place for how to handle dine-in customers, you must have guidelines for phone etiquette!
Poor customer service, whether it is in person or over the phone, can really put a damper on
your restaurant’s reputation  
Proper restaurant phone etiquette tips
 A proper introduction when you first answers the phone will consist of an
enthusiastic voice saying similar to “Thanks for choosing Tony’s Pizzeria, I’m Julia,
how can I help you today?” for example. Simply answer the phone with, “Tony’s
Pizzeria” is unacceptable.
 Make sure you know the menu and pricing inside and out in the even that a
customer needs some assistance in choosing the right items for their meal.
 Sometimes, customers ask for some customization; ensure you understand how to
properly respond when a request cannot be accommodated to their specifications.
 You never want to place a customer on hold for too long! You should observe
proper hold procedures and get back to the customer within reasonable time.
 Always end a call with an approximate time the food will be ready and of course a
THANK YOU!

Taking Guest Order Flow

When the phone starts to ring, answer on the first ring, if possible. All telephone calls should
be answered on or before the third ring. Remember to speak politely and clearly. 

Receiving a call

Pick up the phone and greet the guest. Be sure

1.
to introduce yourself and offer greetings with a
smile.
2. Write the guest details on the order slip. This
includes the name and room number of the
guest.
Sample script:
“Room Service. Good Morning!”
“This is.... (Mention your name) . How may I
help you?”
“May I know who is on the line please?”
“May I know your room number?”

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Getting the order

Ask for the order of the guest. If you are not

1.
familiar with the order, use the menu as
reference.
“May I get your order, please?”

2. List the order details on the order slip.

You must ask for the guest preference if there

3. are any options available in the ordered meal.
This will include the options for beverages like
coffee or tea and side orders like fruits or salads.
“Which do you prefer, fresh fruits in season or
fruit juice like mango or pineapple?” 
“For your drinks, which do you prefer, coffee or
hot chocolate?”

Offer daily specials or best sellers like soup for

4. the day, chef’s recommendation.
“Instead of sausage, would you like to try our
roasted beef? 
It is one of our top sellers.”

Ask if the guest requires condiments. You may

5. suggest salt and pepper, mayonnaise, mustard
or catsup.
“Would you like any preferences for your
condiments?”

6. Ask for additional orders and confirm delivery

time once the order is final. You should inform
the guest of when the food would be served to
their rooms.
“Do you have any additional order?”
“Your food will be available in 15 minutes. Would
you want us to deliver it right away or on a
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 specific time?”

Recapping and confirming the order

Recap the order by stating each item the guest

1. requested.
“May I repeat your order, .”
“Did I get your order right, ma’am?”

Compute for the total amount of order which

includes total cost of food, taxes and service
2. charge (if any).
“The total amount of your order would be 200
pesos.”

Confirm the payment method whether cash or

3. charge. For cash payments, ask the guest if they
would pay the exact amount or if you should
bring change.
“Would you prefer to pay it in cash or charge it to
your room?”

Closing the call

Thank the guest and ask for any additional

1.
assistance. If none, you may end the call.
“Thank you for your order, ma’am. Is there
anything else that I can help you with?”
“Thank you for calling room service. 
Have a nice day.”

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Suggestive Selling
UP-SELLING SKILLS IN FOOD & BEVERAGE
Service staff plays an important role in making a guest’s experience better while getting more
value out of each guest. Guests can benefit from suggestions that point them to seasonal items,
chef’s specials, and regional specialties. Service staff can also help with suitable
accompaniments or premium options.

These selling techniques – known as upselling and suggestive selling – give guests a better
experience and help drive profits. Up-selling is a sales technique permitting to increase
revenues with the same number of covers, therefore increasing a restaurant’s guest check
average.
Basic examples
Fast food restaurants: When you order a burger, you will often be asked” do you want
fries with that?”
Or: Today’s soup is Italian Clam Soup “Zuppa Di Vongole”, we also have our Lobster
Bisque a traditional exquisite dish. The Watercress and Fresh Pear Salad is also very
popular.
UP-SELLING VS CROSS-SELLING VS SUGGESTIVE-SELLING
Up-selling is when you call a person’s attention to an item of greater quality (and cost)
Cross-selling is when you inform a guest of a related item that naturally “goes” with the
main product
Suggestive selling, you are acting as a consultant (the most professional technique)
Understand the customer’s psychology
 The customer is in a buying mood.
 He already has made up his mind and is open to any suggestion that will help him.
 It all rests on your ability to engage combined with how much trust you have built.
Examples:
Someone only orders a roasted chicken as a main course only, you can say: ”Would you
care for a light crispy spinach salad to start?”
 “What kind of margaritas do you have? We have lime flavored margaritas, or with
tamarind, strawberry, but I would suggest you our lime Premium margarita which is our
most popular margarita made with a superior tequila.
 “Can I recommend you a sweet wine that would perfectly match with your carrot cake,
we have a delicious late harvest Errazuriz by the glass ”

Other ways to express yourself

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 Recommend: "I think you should also get ..."
Suggest: "You might also want to add ..."
Consult: "I have personal experience with this, and I urge you to ..."
Question: "Have you thought about? ..." "Have you ever tried? ..." "Do you know
about? ..."
Power phrases: "My experience has shown me ..."
Comfort them: "Most guests take ..." “Usually everyone else uses ..."
Ask: “Would you care for? ..." "Would you like? ..."

Successful up-selling
Direct all communication to the host and pay attention to cues. This means that if the
host frowns when you initiate suggestive selling towards him/her, stop suggestive
selling immediately and simply present the menus.
If you are asked to describe a particular item by a guest, certainly provide an accurate
description, but do not blather ad infinitum, with superlatives.
After you have engaged the host comfortably, and it is not disruptive to your
presentation, quietly suggest one or two appropriate wines (within an expected
agreeable price range) to the host and then allow him/her to make the table’s selection.
Before reciting desserts, ask the host discreetly if he is interested in your “special
desserts” or dessert wines. Same goes for specialty coffees. His body language will
reveal plenty.
Up-selling can be a win-win for everyone, but the customer must win first.
Try to offer items that may not be on the menu and also guide your guests through the
dining experience so that they can fully enjoy your wonderful restaurant.
Short-term “overselling”, putting your guests in situations where they feel put on the
spot or embarrassed into buying more expensive menu items, or where they feel a loss
of control with respect to this business transaction will hurt your restaurant.

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STANDARD OPERATING PROCEDURES IN
DELIVERING GUEST ORDERS IN ROOM

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Double check the order to make sure nothing is missing, damages or soiled. Check everything
carefully before leaving the kitchen to save unnecessary return trips to pick up items that were
missed.

Check the following:

 Service ware
 Linens, napkins, tablecloths are appropriate.
 Condiments.
 Bread and butter.
 Cold food (salad, cold appetizers etc. )
 Hot food.
 Garnishes.
 Hot beverages.
 Cold beverages.
 Beer or wine.
 Cocktails.
 Guest check in a check folder.
 Pen.
 Cork screw. ( if needed)
 Ice bucket. ( if needed)
 Extra napkin for cleaning up spills.

CARRYING A TRAY

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 Lift and carry the room service tray:
 Lift the tray carefully, using your legs for leverage.
 Bend at the knees to pick up the tray. Pull the tray with one hand onto the palm of your
other hand.
 Balance the tray on your palm or fingertips at shoulder height.
 Use your free hand to steady the tray as you stand.
 Keep your back straight as you stand.
 Watch where you are going. Be aware of opening doors and wet spots on the floor.
 Use correct entrance and exit doors and pass to the left of people walking towards you.
 Carefully move room service carts:
 Ease carts over uneven surfaces, such as where carpets meet tile floors.
 Pull carts into and out of elevators. This allows you to see where you are proceeding.
 Proceed towards the room:
 When arriving at the guest’s room, knock on the
door gently three (3) times
 Identify yourself by saying “in room dining” /
“room service”.
 Wait for the guest to open the door.
 Enter carefully with your tray or trolley, do not hit
or scratch the wall
 Always leave the door open after entering a
guest room.

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GREETING GUESTS

 “good morning mr./mrs./ms. ”

 “good afternoon mr./mrs./ms. ”
 “good evening mr./mrs./ms.”
 Note : try to learn the guest’s name before serving
 Ask where the guest wants the meal to be served.

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 Breakfast service:

For breakfast service, some guests

want their breakfast in bed or at the
bed side
The guest shall be asked in a polite
manner: “where should i place the tray
mr./mrs./miss.” or  “sir/madam?”

Lunch & dinner service:

For lunch and dinner service, the

sitting area is usually used.
Move away the coffee table
Arrange the space for the trolley and
chair(s)
Arrange the set-up per cover and
seat the guest(s).
Open the trolley’s wing
Move the equipment a bit lower for a
good presentation to the guest
Invite the guest(s) to sit down by
saying “take a seat, please”
Ladies shall be seated first facing the
window view, gentlemen shall be
seated last.

TRAY AND TROLLEY IN ROOM SERVICE

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  Clean service trays:
 Clean the in room dining area.
 Wash trays in the dish room.
 If the trays are cork-lined, rub the
cord with lemon wedges to remove
odors. Then let the trays stand for a
few minutes before washing.
 Spray trays with hot water to
remove food residue.
 Spray the trays with an approved
sanitizing solution. Then stack them
upside-down at right angles to allow
them to air dry.

Clean room service carts / trolley:

 Remove all equipment and supplies from the carts.

 Use a clean cloth and a sanitizing solution to wipe the carts, including the helves legs
and wheels.
 Polish the carts with a clean, dry cloth.

 Replace equipment and supplies.

 Report any squeaky wheels to maintenance staff members or stewards immediately, so

they can fix the carts quickly.

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Preset trays and carts / trolley:

 Organize and present trays’ and trolley before the meal period begins.
 Prepare the trays for service in the rooms: trays with basic set-up [for serving continental
breakfasts and light meals (for a maximum of 2 people).
 Place tablecloths neatly over room service carts.
 Prepare the trolleys for service in the rooms: trolleys with basic set-up for serving
American breakfasts and multi-course meals.
 Items you place on the tray or cart include salt, pepper, and ketchup sugar, artificial
sweetener etc. Make sure each item is clean before placing it on to the cart or tray.
 Wipe containers with a clean cloth if necessary.
 Follow the tray and cart setup charts to place items on trays and carts.
 Clean the heating boxes and keep a few of standby: all heating boxes are heated with
electric power.
 Replenish all condiments.
 Prepare all the operating equipment and install it in the appropriate areas.

 Chinaware, flatware, hollowware, glassware and linen must be sufficient in quantity and
polished according to hotel policy standards.

Prepare the room-related vip amenities:

 Petit fours, house wine, fresh fruit platter cut or otherwise, a souvenir likes a diary.
 For a vip a full bar will be set up in the room
 Daily replenishment of all amenites should be done.

SELF CHECK 3.1.1

TAKE AND PROCESS ORDERS

DIRECTION: LABEL AND DESCRIBE EACH EQUIPMENT/MATERIALS ON THE SPACE PROVIDED

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.

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 ANSWER KEY 3.1.1

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 Room service trolleys
This trolley is used when several
orders are to be served such that a
tray will not be enough to hold the
orders. Some room service trolleys
have space for burners with sterno
gel where hot items are kept hot.

Trays
Varying sizes are used depending on
the volume of orders to be delivered.

Room service folding tables

Used in lieu of trolleys where
services orders can get set up and
served room.

Tray Trolley
This trolley is usually used in
hospital and other areas where
several trays of orders are served
simultaneously to several
individuals. It will save a lot of time
if the foods are in trays and trolleys
as they can be served all at one time.

Supplies needed
Room service supplies are somehow similar to the ones used for restaurant

DATE DEVELOPED: DOCUMENT

FOOD AND NUMBER:
BEVERAGE SERVICES DATE REVISED: FBS—NCII-—0014--
001
NC II

PROVIDE ROOM DEVELOPED BY: COMPETENCY

SERVICE BASED LEARNING
MODULE
service, particularly:

Room service menu

Menu placed at the Guests ‘room

Bill folder
For placing bills

Bread basket
For serving bread during breakfast

Plate cover
Cover for food order as protection
from dusts

DATE DEVELOPED: DOCUMENT

FOOD AND NUMBER:
BEVERAGE SERVICES DATE REVISED: FBS—NCII-—0014--
001
NC II

PROVIDE ROOM DEVELOPED BY: COMPETENCY

SERVICE BASED LEARNING
MODULE
 TASK SHEET 3.1.1

Performance Objective:
Demonstrate the standard operating procedures in taking and processing room service
orders

Supplies/Materials :

Menu book
Pen and paper
Food tray
Trolley
Food warmer

Equipment :

NA

Steps and Procedure

Demonstrate the SOP in taking and processing food service orders

Assessment Method:

Demonstration

DATE DEVELOPED: DOCUMENT

FOOD AND NUMBER:
BEVERAGE SERVICES DATE REVISED: FBS—NCII-—0014--
001
NC II

PROVIDE ROOM DEVELOPED BY: COMPETENCY

SERVICE BASED LEARNING
MODULE
 PERFORMANCE CRITERIA CHECKLIST 3.1.1
TAKE AND PROCESS ROOM SERVICE

JOB SHEET NO. 3.1.1 Completed

TAKE AND PROCESS ROOM SERVICE

Performance Criteria: YES NO

the required tasks
1. Answer telephone with proper telephone
etiquettes
2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate
5. Advise clients of approximate time of delivery
6. Records service orders according to
establishment’s standards
7. Interprets room service orders received from
doorknob dockets
8. Promptly transfer orders in appropriate location
for preparation

RESULTS NOT YET

COMPLETED COMPLETED

Comments:
____________________________________________________________
____________________________________________________________

Learner has satisfied the above performance criteria:

Learner’s signature: _____________
Trainer’s signature: __________
Date: ___________

DATE DEVELOPED: DOCUMENT

FOOD AND NUMBER:
BEVERAGE SERVICES DATE REVISED: FBS—NCII-—0014--
001
NC II

PROVIDE ROOM DEVELOPED BY: COMPETENCY

SERVICE BASED LEARNING
MODULE