Senior High School

TECHNICAL-VOCATIONAL
EDUCATION
FOOD & BEVERAGE
SERVICES (NCII)
Quarter 4 – Module 5:
PROVIDE ROOM SERVICE
(TAKE & PROCESS ROOM SERVICE
ORDERS, SET-UP TRAYS OR TROLLEYS)
Food & Beverage Services (NCII) – Senior High School
Quarter 4 – Module 5: Provide Room Service
First Edition, 2020

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 SHS

FOOD &
BEVERAGE
SERVICES (NCII)
Quarter 4 – MODULE 5:
PROVIDE
ROOM SERVICE
(TAKE AND PROCESS ROOM SERVICE
ORDERS, SET-UP TRAYS OR TROLLEYS)
Introductory Message

For the facilitator:

Welcome to the Food and Beverage Services (NCII) for Senior High School
Alternative Delivery Mode (ADM) Module on Provide Room Service (Take and
process room service orders, set-up trays or trolleys)!
This learning resource is a self-contained, self-instructional, self-paced,
interactive learning materials for learning a specific topic or lesson. It actively
engages the learners into guided and independent learning activities on their own.
Furthermore, it aims to help learners acquire the needed 21st century skills while
taking into consideration their needs and circumstances.
As a facilitator, you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing them to
manage their own learning at home. Furthermore, you are expected to encourage
and assist the learners as they do the tasks included in the module.

For the learner:

Welcome to the Food and Beverage Services (NCII) for Senior High School
Alternative Delivery Mode (ADM) Module on Provide Room Service (Take and
process room service orders, set-up trays or trolleys)!

This module was designed to provide you with fun and meaningful experiences
and opportunities for guided mastery of learning at your own pace and time. You will
be enabled to process the content of the learning resource while being an active
learner. This learning resource material is readily accessible for you to acquire better
self-study and practice independent and responsible learning.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part of the
module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer Let us Try before moving on to the other activities.
3. Read the instructions carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are done.

If you encounter any difficulty in answering the tasks in this module, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are not
alone. We hope that through this material, you will experience meaningful learning
and gain deep understanding of the relevant competencies. You can do it !

ii
 Let Us Learn!

Welcome to Food and Beverage Services!

This Module is a specialized course which leads you to Food & Beverage Services
National Certificate Level II (NC II).

This module is prepared to help you achieve the required learning outcome, Take
and Process Room Service Orders TLE_HEFBS9-12RS-IVa-1, Setting up Trays or
Trolleys TLE_HEFBS9-12RS-IVb-2. This will be the source of information that will enable
you to acquire the knowledge, skills and attitudes in this particular trade independently at
your own pace or with minimum supervision or help from your teacher.

- Talk to your teacher and agree on how you will both organize the actual
performances of this lesson. Read through the learning guide carefully. It is
divided into sections which cover all the skills and knowledge you need to
successfully complete this module.
- Use the self-check questions at the end of each lessons to test your own progress.
- When you have completed this module (or several modules) and feel confident that
you have had enough practice, your teacher will arrange an appointment with you
to assess you. The result of your assessment will be recorded.
-
This lesson contains the following skills and knowledge:
 Attend telephone calls promptly and courteously in accordance with customer
service standards.
 Clarify, repeat, and check details of orders with guests for accuracy.
 Use suggestive selling techniques when appropriate.
 Advise guests of appropriate time of delivery.
 Record and interpret room service orders and check relevant information in
accordance with the establishment policy and procedures.
 Transfer orders promptly to appropriate location for preparation.

1
LESSON
TAKE AND PROCESS ROOM
1 SERVICE ORDERS
Let Us Try!
JUMBLED WORDS
How well do you know the topic? Let’s try to find out by solving the jumbled terms/words
used in taking and processing room service. Write your answers in a separate sheet of
paper.

__________ 1. LELTYOR __________ 8. A AL ETCRA

__________ 2. PTENEEHLO __________ 9. ANTYPR
__________ 3. GEGESSVITU __________ 10. SLLENGI
__________ 4. SLHEOT __________ 11. TSCDMIENO
__________ 5. NI-OMOR __________ 12. GGEENITR
__________ 6. SOHUNPEKEGIE __________ 13. YUTCLER
__________ 7. YCMPAOLNEIRTM __________ 14. OCKRREYC
__________ 15. SOCRUTU

Let Us Study
Way to go! Let us level up!

Take and Process Room Service Orders

Room service, also known as in-room-dining, is a kind of service by a hotel or other

hospitality establishment that allows guests to choose menu items and have it delivered to
their rooms. It is provided through Food and Beverage Department supervised by the Food
and Beverage Manager. It acts as a restaurant that is open at least 18 hours a day. The
service must all times be friendly, quick and efficient.
The room service department must work closely with the kitchen, front office and
housekeeping departments to make sure that the standard of service meet guests’ needs,
wants and expectations. Hotels are frequently judged on the standard of the room service
they provide.

Preparation of room service items for operating time

Many luxury hotels have a single central pantry for room service, ideally placed
between the kitchen and the service elevator. This pantry should be completely equipped for
fast and reliable room service.

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 Room service includes providing anything from complimentary products for
which no fee is charged (such as ice buckets and glasses) to beverages or light
treats to complete 'a la carte meals with the wine.
Items available for room service will usually be included in a special room
service menu, but in superior hotels, guests will receive full attention to any
reasonable request.
The pantry must be filled with adequate tools and equipment to ensure that
all orders can be fulfilled quickly, even at the busiest times. A modern hotel should
take pride in being able to fulfill all room service orders in less than 30 minutes
from the time the order was made.
In order to remain effective, even at the busiest hours, the Room Service
Department must evaluate the demand to accommodate for occupancy levels and
special conditions. (e.g., the delegates at a major convention all requiring and early
breakfast before a day’s outing). Planning should include the appropriate staffing
ratios to ensure that the correct number of trays and trolleys are available for
service.
Room Service Menus
Room service menus typically consist of a
la carte item served in a hotel guest room. This
menu is a promotional platform, meaning that
guests can quickly select without spending time
to make inquiry from room service employees.
Orders are typically done by telephone calls and
are handled by the appointed employee to take
room service orders.
In certain hotels, orders for breakfast are
taken by guests from a doorknob menu. This
menu is displayed on the doorknob of the guest
room. The guests will fill their order, writing the
specific time they expect their order to be
delivered. Then they hang it on the doorknob to
be picked up by the room service waiters in the
evening or at 3:00 in the morning the order is
then endorsed to the kitchen and prepared ahead
of time. It shall be delivered at the specific time Source: The photo was
taken by the writer
stated in the order form. As a result, guests are spared from waiting for their
orders, particularly when they are scheduled to check-out in the morning.

Breakfast Menus

Today, it has been a tradition for many hotels to offer breakfast as part of the room
rate. Table d'hôte breakfast menu or fixed breakfast menu is typically consisting of
three types: Continental, American and Traditional (Filipino) breakfast. A buffet
breakfast is served sometimes, particularly when there are a lot of guests staying in
the hotel. It's much simpler and quicker to prepare compared to Table d'hôte and A
La Carte.

3
Sequence of Taking Room Service Order

Steps Procedures Rationale

1. Lift receiver on The phone should never Be polite and answer the
second ring if ring more than 3 times. call in a calm and
possible. Use the standard cheerful voice. It will
greeting, say: surely make a good
impression to the guest.
“Room service, good If known, use the guest’s
______ name.
This is ___________
speaking. How may I
help you?

2. Take the order and Write down and clarify This vital to guarantee
write it down in an orders as you hear them. that the guest’s
order slip (triplicate Ask the number of preferences and
copies). orders and the guest’s requirements are
preferences regarding the followed in the
(one copy of the manner of preparation, preparation. Thus,
order slip goes to salad dressing, etc. mistakes and complaints
the kitchen, one for can be avoided.
the cashier and the For eggs - whether
last one is for the boiled, poached,
waiter) scrambled, etc. Get other serving
instructions like
For steaks - whether additional butter, etc.
rare, medium rare,
medium, medium well,
or well done. Be a good salesman.
Make appropriate
Whether bread be served suggestions.
toasted or plain.

Preferred salad dressing Offer the appropriate

- French, vinaigrette or drinks or wine that best
Thousand Island complement the meal.

If the guest is unsure,

suggest menu specialties
or chefs’ daily specials.
Before leaving, say: “Will
that be all sir/ma’am”
3. Repeat the order. Mention the item Repeating the order helps
ordered, the quantity to prevent mistakes that
and manner of can be a reason for guest
preparation. complaints.
Tell the guest
approximately how long
it will take for the order
to be delivered. It

4
 shouldn't be more than
30 minutes.
Check that all the details
(including the room
number) are correctly
recorded on the docket.
Include the time that the
order was taken.
4. Enter the order Promptly distribute the
in the POS order to the appropriate
(if applicable). employees, both in the
Room Service
Department and in
another department if
necessary, and most
obviously the kitchen.
Additional Telephone Etiquette Skills

Whenever an employee answers a telephone, he or she represents the restaurant to

the person on the other end of the line.

1. Speak directly into the mouthpiece—one inch from your mouth—so that
your voice will be clear, and you can be understood. Enunciate your words
clearly.
2. Use a greeting that is going to give the caller the impression that you are
professional and pleasant. There has been a lot of discussion of using “good
morning” or “good afternoon.” This is unnecessary if you use the right tone.
Also, people tend to make mistakes when using these phrases (i.e., saying
“good morning” when it’s really afternoon and vice versa).
3. Speak with a smile and enthusiasm in your voice to be more welcoming and
friendly. Also, it is important to develop good listening and verbal skills to
compensate for the absence of eye contact, facial expressions, and gestures.
4. Show interest in the caller and their request.
5. Use guest’s name often. People like to hear their name.
6. Use good grammar and diction; avoid slang. Speak slowly enough to be
easily understood.
7. Be of service and help. Be informed about the restaurant, its services, and
personnel. Have basic materials and information readily available for
reference. Become an informed person so that you may be of help to others.
8. If you must put a person on hold, ask permission first before to do so and
only keep them on hold for about 45seconds before checking back with
them. Use your hold button. Unless you cover both ends of the handset,
your voice is still transmitted, and you will be heard.
9. Take messages clearly and correctly. Telephone messages must be taken
carefully and delivered promptly. Taking a message requires:
 being polite and professional on taking telephone calls; and
 record all the facts correctly, double check spelling and numbers
with the caller.

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 10. End the conversation with a definite "goodbye" or any other
expression which leaves no doubt that the conversation is ended.
11. Who should hang up first? Let the person calling hang up first.
Hang up the receiver gently.

Taking room service orders

Room Service Menu usually contains the list of food served in the restaurant
of the hotel. Luxury hotels should be able to serve at least breakfast in the rooms.
The common misconception that room service is part of the Housekeeping
Department is rather part of the Food and Beverage Department. Room service
attendant is responsible in taking telephone call. He/she must be polite and
friendly in taking the calls. Room service is very critical since the actual operation
is conducted without monitoring and if there is anything performed improperly like
undelivered orders, there is no way of correcting the mistakes. Therefore, thorough
checking of items needed in the room service operation should be done.
The room service usually situated inside the kitchen, and close to the service
elevator. In this way hot preparations can be served as fast as possible.

Room service orders can be done in two ways:

 By door hanger
It's a document (order slip) that the guest places on the doorknob
outside the guest room. The graveyard shift employee gathers all the
documents (order slips) during the night. This helps room service
employee to be able to accommodate the guests on time.

 By telephone
The orders are made through telephone. In fact, it is very difficult to
take order correctly by phone. Telephone operator should be focus and quick
in attending telephone calls for them not to miss any important details and
he/she should incorporate suggestive selling.
Room service orders are written manually or in electronic form and should
contain the following information:

 Room number  Time the order is taken

 Guest name  Delivery time
 Number of pax (person)  Mode of payment
 Detailed order

In room service, order taking is essential because:

 the guest order through telephone, not in person,
 it affects the image of the hospitality establishment,
 it can increase profit, and
 it can satisfy guests and it can make them a potential patron.

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 Materials and Equipment to be used in Taking Room Service Orders

Room Service Order Slip displays the details of

the guests’ orders such as the item, quantity,
Source: The photo was
price, delivery instructions and other
taken by the writer important information.

Pen is a tool in writing important details in

taking room service orders through telephone.
It is also an essential item to be accurate
in taking down orders in order to avoid mistakes.

Source: The photo was

Source: The photo below was taken by the writer
taken by the writer
Telephone is a telecommunication device that enables two or
more people to engage in conversation while they are not in
the same location of each other to be heard directly. A
telephone converts sound, normally and most efficiently a
human voice, into electronic signals suitable for transmission
over long distances through cables or other transmission
media and replays those signals simultaneously in audible
form to its user.

Room Service Menu is a list of food and beverages

offered by a hotel. A menu may be in A La Carte
in which a list of items is priced separately or
Table d'hôte or fixed price menu.

Source: The photos were taken by the writer.

Note:
 Store all items in a safe, hygienic, orderly and accessible manner.
 Set a ‘par stock’ level for every item.
 Store the items safely to reduce risk of accidents and breakages.

To summarize, taking and processing the room service orders can be put into a
sequence like this:

 Attend telephone calls promptly and courteously.

 Check and use guests' names throughout the interaction.
 Clarify, repeat, and check details of orders with guests for accuracy.
Use suggestive selling techniques when appropriate.
 Advise guests of appropriate time of delivery.
 Record room service orders and check relevant information.
 Interpret room service orders received from doorknob dockets.
 Transfer orders promptly to appropriate location for preparation.

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Suggestive Selling Techniques

 Never ask open ended questions.

When calling room service, the room service operator typically asks, "What
can I get for you?" or, "What would you like this evening?" If those types of
questions are asked, the opportunity to sell is lost. At this point you are limited to
only what the guests order. Questions have to be specific and lead the guest to buy.
The first question to ask the guest is, "How many guests should I set the tray
for?" Once the number of guests is determined, up-selling of more items can start.
Selling is simple. It is about anticipating the quest's needs and making
recommendations to match.

 Offer the guest an appetizer first.

If the guest is convinced and agrees to order, follow up and introduce the
entrée, mentioning the day's specials. Attend and listen to any questions that the
guest may have. Always make a suggestion or two.

 Suggesting must not be forcing the guest towards an entrée selection they most
likely have already decided on an entrée before calling.

 Up-sell items must be prepared in advance for every entrée.

For example, if the guest orders a burger, recommend adding bacon. If a

salad or pasta is ordered, be sure to recommend adding shrimp or chicken. In this
way, there is still a chance for additional orders. More suggestions can be made to
match their choices with the beverage menu or sell them a drink from the bar.

Some other things to keep in mind when selling room service

1. Make sure to compliment the guest on their selection if the guest orders a
great dish. Guests are nervous when ordering a dish, especially if it is
expensive or unusual. Put their mind at ease by saying, “That is a great
selection” or “The New York Strip is my favorite as well”.
2. Make suggestions based on items that are your favorite dishes. Do not
recommend a dish that you have not personally eaten or do not know
about.
3. Use positive words to describe every dish. Instead of saying “You can try
our burger”, say “Try our delicious half-pound grade “A” beef burger cooked
to perfection with your choice of toppings.”

Do not forget the basics!

Use the guest’s name, quote a delivery time,
and show appreciation!

8
 Let Us Practice
Awesome! You have made this far! Let us keep going!
After answering this honestly. You may want to check your answer in the Answer
Key section.

Crossword Puzzle
Direction: Complete the crossword puzzle below by answering the given clues.
Copy the puzzle and write your answers in a separate sheet of paper.

P
H P
S
S

C P

P M

Across Down

2. An act of suggestions and ideas to 1. Being courteous

increase the dining guests’ original orders 3. a choosing of or special liking for one person
6. A list of food and beverage items served in a or thing rather than another or others
restaurant 4. An act of doing work with someone
7. A party, persons or guests. 5. Friendly and generous reception and
8. Storage room for food, tools and entertainment of guests
equipment 9. Something that fills up, completes, or makes
10. An item or product that is free from better or perfect
charged

9
 Let Us Practice More

Modified True or False

Direction: Write the word True if the underlined word or statement is correct
and write the correct answer if the underlined word or statement is wrong. Write
your answers in a separate sheet of paper.

_______________ 1. When selling room service, use moot words to describe

every dish.
_______________ 2. Lift receiver on third ring if possible.
_______________ 3. The housekeeping usually situated inside the kitchen,
and close to the service elevator.
_______________ 4. Be polite and answer the call in a calm and cheerful voice.
_______________ 5. Take the order and write it down in a room service menu.
_______________ 6. Make sure to argue the guest on their selection if the guest
orders a great dish.
_______________ 7. If known, use the guest’s nickname.
_______________ 8. In room service, order taking is essential because the
guest order through cellular phone, not in person
_______________ 9. Repeating the order helps to prevent mistakes that can be
a reason for guest complaints.
______________ 10. Room service, also known as in-room-dining, is a kind of
service by a hotel or other hospitality establishment that
allows guests to choose menu items and have it delivered
to banquet room.

Let Us Remember
Draw Me!
Direction: Draw and make the four (4) important tools to be used in taking room
service orders. Place your answers in your answer sheet.

RUBRIC
Criteria
Excellent Very Satisfactory Satisfactory Needs Improvement
Total
(5 pts.) (3 pts.) (2 pts.) (1 pt.)
Correctly drawn the tools.
Neatly drawn the tools.

10
 Let Us Assess

Role Play
Directions: Based on the guidelines in taking and processing room service orders.
Role play the proper way in taking and processing rooms service orders following
the assigned settings below thru VIDEO presentation.

Role play the different settings base on the first letter of your LAST NAME.

A - G: Role play the steps in taking and processing room service orders
using polite expressions in taking calls.

H - M: Role play the steps in taking and processing room service orders
using suggestive selling.

N - T: Role play the steps in taking and processing room service orders
while taking too many calls.

U - Z: Role play the steps in taking and processing room service orders
by creating your own standard greetings.

Your VIDEO output will be rated using this rubric.

RUBRIC

Criteria Excelle Very Satisfact Needs

Scor
nt Satisfactory ory Improvement
e
(5 pts.) (4 pts.) (3 pts.) (2 pts.)
CONTENT
Flow in taking and processing
room service orders
ORGANIZATION & CLARITY
The scene follows another in a
logical order with clear
transitions.
CREATIVITY & EXPRESSION
Story that contains many creative
details and/or descriptions to
improve the story.
AUDIO & VIDEO QUALITY
Sound is clear and
understandable.
Video is edited effectively, flows
well.
Total Score

11
 Let Us Enhance

Excellent! This would be easy for you!

Multiple Choice
Direction: Read the following test items carefully and choose the correct answer
from the given choices. Write the letter only in your answer sheet.

1. What statement that best defines room service?

A. Room service is a restaurant in the hotel.
B. Room service answer queries through telephone calls.
C. Room service is a great opportunity to increase revenue.
D. Room service is one of the hotel operations where they deliver
food and beverage orders to the guest rooms.

2. Which of the following is NOT an act of suggestive selling?

A. Always make suggestions.
B. Offer the guest an appetizer first.
C. When taking orders, ask open ended question.
D. Your questions to guests shall be specific that lead the guest to
buy.

3. What is the first step in taking and processing room orders?

A. Check and use guest’s names.
B. Use suggestive selling techniques.
C. Advise guests of appropriate time of delivery.
D. Attend telephone calls promptly and courteously.

4. In what way do customers request room service orders?

A. By telephone
B. Through e-mail
C. Using messenger
D. Order food in the restaurant

5. Room services is a part of ______________________ Department.

A. Kitchen
B. Front Office
C. Housekeeping
D. Food and Beverage

Let Us Reflect
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 Congratulations! Let us ponder to the thought on the importance of room
service in the hotel industry.

Room service is perceived to be an important concern for the hotel

industry. It reflects the desires of the customers, which have risen in recent
years as a result of the guest's demand for more luxury and time saving. It
also reflects the ability of food and beverage managers to increase their
departmental revenue. As a result, many hotels have developed a room
service department and worked on hiring personnel at the highest level of
professional and practical experience, equipping them with up-to - date skills
by continuous coaching and training, as well as supplying new facilities and
resources to help them function efficiently and effectively.

Source: Rasha Shawky, Wael Aziz and Magdy Mayouf, Evaluating the Attendants'
Performance of Guest Room Service Department: Applied to Four-Star Hotels in Cairo.
Journal of Faculty of Tourism and Hotels, Fayoum University, 2015: 9, accessed October
22, 2020, https://www.researchgate.net/publication/295551770.

13
 Let Us Learn!
Welcome to Food and Beverage Services!

This Module is a specialized course which leads you to Food & Beverage
Services National Certificate Level II (NC II).

This module is prepared to help you achieve the required learning outcome,
set-up trays and trolleys. This will be the source of information that will enable
you to acquire the knowledge, skills and attitudes in this trade independently at
your own pace or with minimum supervision or help from your teacher.

- Talk to your teacher and agree on how you will both organize the actual
performances of this lesson. Read through the learning guide carefully.
It is divided into sections which cover all the skills and knowledge you
need to successfully complete this module.
- Use the self-check questions at the end of each lessons to test your own
progress.
- When you have completed this module (or several modules) and feel
confident that you have had enough practice, your teacher will arrange
an appointment with you to assess you. The result of your assessment
will be recorded.

This lesson contains the following skills and knowledge:

 Prepare and select room service equipment and supplies and check for
cleanliness and condition.
 Set up trays and trolleys keeping in mind balance, safety and attractiveness
and according to the food and beverage order.
 Check orders before leaving the kitchen for delivery.
 Cover food items during transportation to the room.

LESSON
SET-UP TRAYS OR
2 TROLLEYS

14
 Let Us Try

How well do you know the topic? Let’s try to find out by answering this pre-test.

True or False
Direction: Write True if the statement is correct and write False if the statement is
incorrect. Write your answers in a separate sheet of paper.

______________ 1. Rectangular trays are used to transport beverage & other

drinks items.

______________ 2. Food cover is used to cover during delivery of food to guest

room for sanitary reason.

______________ 3. Food temperature must be maintained from the time in the

food is collected to the time is delivered to the guests
respective rooms.

______________ 4. Once room service orders have been distributed, a suitable

plates should be selected and set up appropriately.

______________ 5. As a room service personnel, you must make your own

standards for tray or trolley preparation for the different
meals (breakfast, lunch, dinner).

Let Us Study

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.

Tips on trolleys and trays

 Follow the establishment standards for tray or trolley preparation for the
different meals (breakfast, lunch, dinner) and for complimentary items and
special requests.
 Check all service equipment to make sure that it is clean and undamaged.
 Check to ensure that trolleys move properly.
 Make sure that the presentation of the set-up is attractive, well balanced
and safe.
 Ensure that the necessary condiments are included in the setups.

15
Trays are used to load all the necessary items such as food and table wares
for the smooth room service delivery.
Types of Trays

Rectangular tray used to transport food

items for easy convenient.

Source: Photo was taken

by the writer
Oval tray used to transport food items
for easy convenient.

Round tray or Bar tray used to transport

Source: Photo was taken
by the writer
beverage & other drinks products.

Source: Photo was taken

by the writer

Trolleys are important to carry all the food

and supplies in room service delivery.

Source: Photo was taken

by the writer

Other types of trolleys

Hors d’ oeuvres Trolley. Is found in Wine trolley. The trolley stocks and
gourmet restaurants that present the displays wines and spirits and is wheeled
appetizers in an attractive manner. The to the guest table to stimulate liquor sales.
trolley is wheeled beside the guest table The person who provides this service is a
at the start of the first course. qualified wine butler or sommelier.
Salad Trolley. Salads have become an Gueridon trolley. Is found in gourmet
important course nowadays because of restaurants to prepare foods beside the
an ever-increasing health-conscious guest’s tables. Food is prepared with great
public. This change in guest preferences fanfare and showmanship especially the
has prompted many restaurants to have flambé items.
exclusive salad bars dedicated to the
public.
Cheese trolley. It has a range of cheeses, Dessert trolley. Is one that adds a dramatic
cheese boards and cheese knife for end to a meal cycle. The presentation and
cheese cutting, as well as suitable offer of desserts are sure revenue earner.
accompaniments for cheese.
Liqueur trolley. It has a range of glasses, Fruit trolley. Guests may like to round off
measure, ice buckets, spirits and liqueur their meals with fresh fruits. This applies
bottles, carafes, etc. specially to diet conscious guests who may
opt to eat only salads and fruits.

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 Other Room Service Table Appointments
Racks are important to stack trays, China wares
crockery, cutlery and includes plates
glass ware and bowls and
service ware. saucers.
Racks are important
to store ready-to-use
trays.
Source:
https://live.staticflickr.com/650
Source: Photo was taken by the writer

Glass wares refer to Silverwares/Cutleries refers to spoon fork,

glass and and knives.
drinkable items
besides, drinking
vessels.

Source: Photo was taken by the

writer
Source: Photo was taken by the writer

Linens are fabrics Cruet is a

such as tablecloths, condiment
napkins and slip container.
cloths.

Source: Photos were

taken by
Source: Photo was taken by the writer
the writer

Bill folder is used Glass cover is used

to hold money, to cover the glass
card and receipt to avoid
of the guest contamination of
during bill out. drinking water.
Source: Photos Source: Photos
were taken by were taken by
the writer the writer

Centerpiece used to Food cover is used to

beautify guest table. cover during delivery
of food to guest room
for sanitary reason.
Source: Photo was taken
Source: Photo was taken by the writer
by the writer

Before loading the tray or trolley for delivery, check the following:
 Tray free from nicks, scratches, clean, free from stains and
covered with an appropriate tray liner

 Trolley free from nicks and scratches, stable, clean (including

frame and wheels), quiet when moved (wheels should not
squeak), and covered with a clean linen tablecloth

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  Linen All linen (tablecloths, table runners, napkins) must be
perfectly clean, scratched, well-pressured and free from
tears cigarette burns and stains.
 preferably white, with tablecloths matching the
napkins
 any linen that is not in good condition should be
set aside for the Room Service Manager’s
attention.
 Napkin Folds roll ups for breakfast only; flat fold for all others
 Silverware stainless steel or silver flatware is the standard in room
service. Disposable may only be used for “To Go” items.
Silverware must be:
 clean and spot-free
 in good condition
 placed on trays/table
 positioned in a straight line one inch from the edge
of the table/tray

Once preliminary checks have been completed, proceed with setting the tray
or trolley.
A. The trolley or tray should be set up in the following order:
 tablecloth or tray liner and folded napkin
 flower vase with fresh flowers
 salt and pepper shakers, sugar bowl and cream dispenser, other
condiment bottles
 tableware (depending on the guest’s order)

B. Then add, as they become available:

 salads – with dressings on the side
 cold appetizers and cold entrees
 dessert (if served at room temperature), wine and bread

C. Finally when the rest of the order is ready:

 place iced water and chilled beers and beverages
 fill hot beverage containers
 pick up hot order (pellet system/disposable containers or hot box)
 add ice cream or frozen desserts

Collection of the orders

When trays or trolleys have been correctly set up, collect food and beverage
items (when ready) promptly, and in the right order with the appropriate
accompaniments.
Food and beverage items should be checked, with attention to such details
as food and beverage temperatures, portion sizes, visual presentation as per recipe
standards and wine details, including vintages

18
 Food temperature must be maintained from the time in the food is collected
to the time is delivered to the guests. Plate covers, food warmers and/or hot boxes
should be used to keep food at the right temperature.
Collect the guest’s account and confirm that it matches with the order.
When all items have been checked, service equipment, food and beverage as
ordered, and the account, they should be taken to the guest’s room without delay.

Setting Up Trays or Trolley for Breakfast Orders

1. For breakfast, a regular room service tray should be covered with a clean cloth.
The necessary service materials are placed thereon. Double check every item
that is placed on the tray and make sure it is clean and well- polished.

 For continental breakfast, the following items are necessary:

One piece of the following:
 Breakfast plate  Glass for ice water
 Warm Cup  Salt and pepper shaker
 Coffee, Sugar and cream in sachet
 Cup and saucer
 Napkin
 Spoon for jam and marmalade
 Dessert plate
The continental breakfast usually consists of:

 Coffee with 2-3 sachet of sugar per person

 Bread rolls, 2 persons
 If a toast is specified, it must be wrapped in napkin.
 A piece of jam if possible 2 choices or one jam and one honey.

 For an American Breakfast, add necessary:

 Table wares required for the individual order, such as knife and fork
for meats and eggs
 Spoon for the boiled eggs
 Medium sized spoon for cereals
 Salt and pepper placed in shaker

2. Beverage must be prepared as ordered.

 Tea/coffee must be served with pot of hot water.
Chocolate is usually in a pot with a cover and with a large creamer or
4 ounces of hot milk
Preparing Room Service Equipment

Different tray and trolley set-ups are dictated by the menu items to be served
and will also include provision for common request for items not included in the
room service menu. The details of the tray or trolley set-up vary among
establishments, but in most instances, there will be standard set-ups for:

 Tea and coffee trays  Dinner trays or trolleys or wine trays

 Ice buckets  Fruit basket trays
 Butters
19  Condiments
 Bread baskets Hot boxes
  Breakfast trays and trolleys
 Snacks

Sample: F & B Room Service Control Sheet

Alanniss Hotel
J. P. Laurel, Davao City
F&B Department
Room Service Control Sheet

Guest Name: ______________________________ Room No.: ___________________

Waiter’s Name: ____________________________ Date: ________________________
Time of Delivery: __________________________ Time of Pick Up: _____________

TABLE APPOINTMENTS
ORDERS (EQUIPMENT, SUPPLIES REMARKS
DELIVERED TO ROOM)

Guest Signature: _________________________

20
 Let Us Practice

Awesome! You've made this far! Let's keep going!

After answering the self-check activities. You may want to check your
answer in the Answer Key section.

Matching Type
Direction: Match the tools and equipment used in room service operation with the
presented pictures. Write the letters only. Write it in a separate sheet of paper.

_______1. Bar Tray a. h.

_______2. Trolley b.

i.
_______3. Pen

c.
_______4. Order Slip
j.

_______5. Room Service Control Sheet

d.
_______6. Food Cover

k.
_______7. Silver wares

e.
_______8. Cruet

_______9. Coffee Pot

f.

_______10. High Ball Glass

l.

g.

Let Us Practice More

21
Fill in the Blank
Direction: Read each sentence carefully and fill in the blanks with the appropriate
word to complete the ideas. Write your answers in a separate sheet of paper.

1. Tea/coffee must be served with pot of _____________ water.

2. ________________________ are dictated by the menu items to be served.
3. Ensure that the necessary _______________ are included in the setups.
4. Follow the establishment _________________ for tray or trolley preparation
for the different meals (breakfast, lunch, dinner) and for complimentary
items and special requests.
5. All _____________ must be perfectly clean, scratched, well-pressured and
free from tears cigarette burns and stains.
6. _______________ is a condiment container.
7. Glass cover is used to cover the glass to avoid _______________ of drinking
water.
8. Room service is also called as _________________________.
9. Most room service orders are requested by guest using a ________________.
10. The phone should never ring more than ____ times.

Let Us Remember

Enumeration
Awesome! Now, let us gather what you have learned.

a. Three Types of Breakfast

1. ___________________________________
2. ___________________________________
3. ___________________________________

b. Types of Tray

4. __________________________________
5. __________________________________
6. _________________________________

c. Types of Trolley (4 only)

22
 7. _________________________________
8. _________________________________
9. _________________________________
10. ________________________________

d. Room Service Table Appointments (5 only)

11. _______________________________
12. _______________________________
13. _______________________________
14. _______________________________
15. _______________________________

Let Us Assess

Fill – Out Form Activity

As a room service personnel, you need to be knowledgeable in filling out
different forms in room service department. Below is a Room Service Control Sheet
which is an essential tool to monitor room service orders and prepare necessary
tools and equipment to be used in room service orders delivery. Your task is to fill
out ALL ENTRIES in the control sheet that is needed in taking and processing
room service orders. Copy the form and write your answers in your answer sheet.

Alanniss Hotel
J. P. Laurel, Davao City
F&B Department
Room Service Control Sheet

Guest Name: ______________________________ Room No.: ___________________

Waiter’s Name: ____________________________ Date: ________________________
Time of Delivery: __________________________ Time of Pick Up: _____________

TABLE APPOINTMENTS
ORDERS (EQUIPMENT, SUPPLIES REMARKS
DELIVERED TO ROOM)

Guest Signature: _________________________

23
 Let Us Enhance
Setting Up Tray/Trolley for Room Service Orders

Direction: Draw and write the correct name of the necessary table appointments
(dinnerware, silverware, glassware and other equipment) based on the breakfast
menu listed below. Write your answers in the answer sheet.

Traditional (Filipino) breakfast:

 Sliced fresh apple
 Bread with pate
 Sisig with sunny side up and rice
 Orange juice
 Coffee

Your output will be rated using this rubric.

RUBRIC
Criteria Excellent Very Satisfactory Satisfactory Needs Improvement
Score
(5 pts.) (3 pts.) (4 pts.) (2 pt.)
Drawn the correct table
wares based on the menu
presented.
Identified the correct
name of the table wares.
Arranged the table wares
in the proper set up.
Neatly drawn the table
wares.
Total

Let Us Reflect
When choosing table wares in setting up room service trays and trolleys, you
should choose the materials properly that is suitable for the order, it should be clean
and undamaged. Always ensure that all items are well-polished. If the items are
dirty and broken it should be changed or sent for repair or disposed as dangerous.

Answer Key to Activities

24
 Lesson 1 - Take and Process Room Service Orders
C
O
M LET US REMEMBER!
LET US TRY! P
LET US PRACTICE MORE
Jumbled Words L Y Modified True or False Answers may vary.
1. TROLLEY
C O P L I M E N T A R
E C1. positive
2. TELEPHONE P S H M 2. first LET US ASSESS!
O E 3. room service
3. SUGGESTIVE
M N U A RN R Y Answers may vary.
4. HOTELS E M P R S N P 4. True
O V P T
F
5. IN-ROOM L I I 5. room service order slip
P X E
6. HOUSEKEEPING R I C T P C 6. compliment LET US REFLECT
E T E A 7. name Answers may vary.
7. COMPLIMENTARY E
N L
8. A LA CARTE N I
8. telephone
U G GE CS T V 9. True
9. PANTRY E E T
S Y 10. guest room LET US
10. SELLING S S ENHANCE
11. CONDIMENTS Multiple Choice
12. GREETING
13. CUTLERY LET US PRACTICE 1. D
14. CROCKERY Crossword Puzzle 2. C
15. COURTEOUS 3. D
4. A
5. D

Lesson 2 – Set Up Trays and Trolleys

LET US TRY! LET US REMEMBER!

True or False LET US Enumeration
1. False PRACTICE LET US PRACTICE MORE a. Three Types of Breakfast
2. True Matching Type Fill in the Blank 1. Continental
3. True 1. f 1. hot 2. American
4. True 2. g 2. Setting Up Trays or Trolleys 3. Traditional (Filipino)
5. False 3. h 3. table wares
4. c 4. standard b. Types of Tray
5. e 5. linen 4. Oval Tray
6. i 6. Cruets 5. Rectangular Tray
7. k 7. contamination 6. Round Tray or Bar Tray
8. j 8. in-room dining
9. b 9. telephone c. Types of Trolley (any of the
10. d 10. 3 following)
7. Room Service Trolley
8. Hors d’ oeuvres Trolley
9. Wine trolley
10. Salad Trolley
- Gueridon trolley
LET US ASSESS! LET US ENHANCE - Cheese trolley
- Dessert trolley
Answers may vary. Answers may vary. - Liqueur trolley
- Fruit trolley

LET US REFLECT d. Table Appointments (5 only)

Any of the following:
Answers may vary. Tray, Trolley, Racks, Chinaware,
Glassware,
Silverware/Cutleries, Linens,
Cruet, Bill folder, Glass Cover,
References Centerpiece, Food Cover,
Telephone, Order Slip, Menu,
Pen

25
“Complement” meaning, accessed on October 21, 2020 from
https://www.merriam-webster.com/dictionary/complement.

Cristeta M. Arcos, Evangeline V. Yu, and Jelly M. Flores. Food & Beverage
Services Manual, Pasig: Sunshine Interlinks Publishing House, Inc..
2017, 284-306.

Food and Beverage Services (NCII). Unit of Competency 5 Provide room

service, Competency Based Learning Material (CBLM). Technical
Education and Skills Development Authority (TESDA), 1-42.

Himanshu Rajak, Types of trolleys, January 5, 2020,

https://hmhub.me/types-of-trolleys/.

“Preference” meaning, accessed on October 21, 2020 from

https://www.merriam-webster.com/dictionary/preference.

Rasha Shawky, Wael Aziz and Magdy Mayouf, Evaluating the Attendants'
Performance of Guest Room Service Department: Applied to Four-Star
Hotels in Cairo. Journal of Faculty of Tourism and Hotels, Fayoum
University, 2015: 9, accessed October 22, 2020,
https://www.researchgate.net/publication/295551770

Room service by Himanshu Sachar, accessed on October 17, 2020 from

https://www.slideshare.net/Frankenstein111/room-service-
43618012

Torley, "Sari-Sari - Kitchen Essentials - Dish Rack RARE",

https://live.staticflickr.com/650. Licensed with Creative Commons
BY-SA 2.0.

26
For inquiries or feedback, please write or call:

Department of Education – Region XI (DepEd- XI)

F. Torres St., Davao City

Telefax: (082) 291-1665; (082) 221-6147

Email Address: [email protected] * [email protected]

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