COMPETENCY-BASED LEARNING

MATERIAL

Sector TOURISM

Qualification FOOD AND BEVERAGE SERVICES

Title NCII

Unit of Competency PROVIDING ROOM SERVICE

Module Title PROVIDE ROOM SERVICE

St. Raphael College of Business and Arts Inc.

Manuel L. Enverga Avenue Poblacion uno
Real, Quezon
Competency-Based Learning Materials
(Provide Room Service)

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By:
Service Angelica E. Dugayo
HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in “Providing Room Service”. This module
contains training materials and activities for you to complete.

The unit of competency "Provide Room Service" deals with the

skills, knowledge and attitude required to receive and process
reservations for a tourism or hospitality product or service offered for
sale through agents or direct to the consumer.

You are required to go through a series of learning activities in order

to complete each learning outcome of the module. Each learning
outcomes is provided with Information Sheets (Reference Materials for
further reading to help you better understand the required activities).
Follow these activities on your own and answer the self-check at the end
of each learning outcome. You may remove a blank answer sheet at the
end of each module (or get one from your facilitator/trainer) to write
your answers for each self-check. If you have questions, don’t hesitate
to ask your facilitator for assistance.

Recognition of 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 skill or skills, talk to him/her about having them formally
recognized so you don't have to do the same training again. If you have
a qualification or Certificate of Competency from previous trainings,
show it to your trainer. If the skills you acquired are still current and
relevant to the unit/s of competency they may become part of the
evidence you can present for RPL. If you are not sure about the currency
of your skills, discuss this with your trainer.

At the end of this module is a Learner’s Diary. Use this diary to

record important dates, jobs undertaken and other workplace events
that will assist you in providing further details to your trainer or
assessor. A Record of Achievement is also provided for your trainer to
complete once you complete the module.

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: i
Service Angelica E. Dugayo
 This module was prepared to help you achieve the required
competency, in Receiving and Processing reservation. This will be the
source of information for you to acquire knowledge and skills in this
particular trade independently and at your own pace, with minimum
supervision or help from your instructor.

▪ Talk to your trainer and agree on how you will both organize the
Training of this unit. Read through the module carefully. It is
divided into sections, which cover all the skills, and knowledge
you need to successfully complete this module.

▪ 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.

▪ 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.

▪ 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.

▪ 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.

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

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

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: ii
Service Angelica E. Dugayo
▪ 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 successfully completed
each element, ask your trainer to mark on the reports that you
are ready for assessment.

▪ When you have completed this module (or several modules), and
feel confident that you have had sufficient practice, your trainer
will arrange an appointment with registered assessor to assess
you. The results of your assessment will be recorded in your
competency Achievement Record.

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: iii
Service Angelica E. Dugayo
 FOOD AND BEVERAGE SERVICES NC II
COMPETENCY BASED LEARNING MATERIALS

List of Competencies

No Unit of Competency Module Title Code

1 Prepare the Preparing the Dining TRS512387

Dining Room/ Room/ Restaurant
Restaurant Area Area for Service
for Service
2 Welcome guests and Welcoming guests TRS512388
take food and beverage
and taking food and
orders beverage orders
3 Promote food and
Promoting food and TRS512389
beverage products beverage products
4 Provide food and
Providing food and TRS512390
beverage services to
beverage services to
guests guests
5 Provide room service
Providing room TRS512391
service
6 Receive and handle Receiving and TRS512392
guest concerns handling guest
concerns

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: iv
Service Angelica E. Dugayo
 TABLE OF CONTENTS
HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIALS
...................................................................................................... i
LIST OF COMPETENCIES ............................................................... iv
TABLE OF CONTENTS .................................................................... v
MODULE CONTENT ....................................................................... vii

Learning Outcome #1 Take and Process Room Service Orders .. 1

Learning Experiences...................................................................... 2
Information Sheet 5.1-1 “Taking Room Service Orders” ................... 3
Self-Check 5.1-1 ............................................................................. 6
Answer Key 5.1-1............................................................................ 7
Task Sheet 5.1-1 ............................................................................ 8
Performance Criteria Checklist 5.1-1 .............................................. 9
Information Sheet 5.1-2 .................................................................. 10
Self-Check 5.1-2 ............................................................................. 14
Answer Key 5.1-2............................................................................ 15
Task Sheet 5.1-2 ............................................................................ 16
Performance Criteria Checklist 5.1-2 .............................................. 17

Learning outcome #2 Set up Trays and Trolleys ....................... 18

Learning Experience ....................................................................... 19
Information Sheet 5.2-1 .................................................................. 20
Self-Check 5.2-1 ............................................................................. 25
Answer Key 5.2-1............................................................................ 26
Task Sheet 5.2-1 ............................................................................ 27
Performance Criteria Checklist 5.2-1 .............................................. 28
Information Sheet 5.2-2 .................................................................. 29
Self-Check 5.2-2 ............................................................................. 31
Answer Key 5.2-2............................................................................ 32
Task Sheet 5.2-2 ............................................................................ 33
Performance Criteria Checklist 5.2-2 .............................................. 34

Learning outcome #3 Present and serve food and beverage orders

to guest .................................................................................... 35
Learning Experience ....................................................................... 36
Information Sheet 5.3-1 .................................................................. 37
Self-Check 5.3-1 ............................................................................. 39

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: v
Service Angelica E. Dugayo
Answer Key 5.3-1 .............................................................................. 40
Task Sheet 5.3-1 ............................................................................... 41
Performance Criteria Checklist 5.3-1 ................................................. 42
Information Sheet 5.3-2 .................................................................... 43
Self-Check 5.3-2 ............................................................................... 46
Answer Key 5.3-2 .............................................................................. 47
Task Sheet 5.3-2 ............................................................................... 48
Performance Criteria Checklist 5.3-2 ................................................. 49

Learning outcome #4 Present Room Service Account ................. 50

Learning Experience ......................................................................... 51
Information Sheet 5.4-1 .................................................................... 52
Self-Check 5.4-1 ............................................................................... 57
Answer Key 5.4-1 .............................................................................. 58
Task Sheet 5.4-1 ............................................................................... 59
Performance Criteria Checklist 5.4-1 ................................................. 60

Learning outcome #5 Clear Away Room Service Equipment ........ 61

Learning Experience ......................................................................... 62
Information Sheet 5.5-1 .................................................................... 63
Self-Check 5.5-1 ............................................................................... 66
Answer Key 5.5-1 .............................................................................. 71
Task Sheet 5.5-1 ............................................................................... 72
Performance Criteria Checklist 5.5-1 ................................................. 73
Bibliography ..................................................................................... 74

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: vi
Service Angelica E. Dugayo
 MODULE CONTENT

QUALIFICATION TITLE FOOD AND BEVERAGE

SERVICES NC II
UNIT OF COMPETENCY PROVIDE ROOM SERVICE

MODULE TITLE PROVIDING ROOM SERVICE

MODULE DESCRIPTOR This unit deals with the knowledge
and skills required in the provision of food and beverage service
particularly in the guest room of a commercial accommodation
establishment.
NOMINAL DURATION 54 hours

LEARNING OUTCOMES
1. Take and process room service
orders
2. Set up trays and trolleys
3. Present and serve food and
beverage orders to guests
4. Present room service account
5. Clear away room service
equipment

ASSESSMENT CRITERIA
1. Telephone call is answered promptly and courteously in
accordance with customer service standards.
2. Guests’ name is checked and used throughout the interaction.
3. Details of orders are clarified, repeated and checked with guests
for accuracy.
4. Suggestive selling techniques are used.
5. Guests are advised of approximate time of delivery
6. Relevant information is recorded and checked in accordance with
establishment policy and procedures.
7. Room service orders received from doorknob dockets are
interpreted accurately.

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: vii
Service Angelica E. Dugayo
8. Orders are promptly transferred and relayed to appropriate
location for preparation.
9. Room service equipment and supplies are prepared in
accordance with establishment procedures.
10. Proper room service equipment and supplies are selected and
checked for cleanliness and condition.
11. Trays and trolleys are set up keeping in mind balance, safety
and attractiveness.
12. Room service trays or trolleys are set up according to the food
and beverage ordered.
13. Orders are checked before leaving the kitchen for delivery.
14. Food items are covered during transportation to the room.
15. The guest’s name is verified on the bill before announcing the
staff’s presence outside the door.
16. Guests are greeted politely in accordance with the with
establishment’s service procedures.
17. Guests are asked where they want the tray or trolley
positioned.
18. Food orders are delivered on the time desired by the guest.
19. Guests’ accounts are checked for accuracy and presented in
accordance with establishment procedures.
20. Cash payments are acknowledged and then presented to the
cashier for processing in accordance with establishment
guidelines.
21. For charge accounts, guests are asked to sign the bills.
22. Procedure to take away the tray or trolley when the guests
have finished their meal is explained.
23. Floors are checked and cleared in accordance with
establishment policy and guidelines.
24. Dirty trays are cleared in accordance with the establishment’s
procedure.
25. Trays and trolleys are cleaned and returned to the room
service area.

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: viii
Service Angelica E. Dugayo
LEARNING OUTCOME #1 : TAKE AND PROCESS ROOM
SERVICE ORDERS

CONTENT(s) : 1. Taking room service orders

2. Suggestive selling

ASSESSMENT CRITERIA :

• Telephone call is answered promptly and courteously in

accordance with customer service standards.
• Guests’ name is checked and used throughout the interaction
• Details of orders are clarified, repeated and checked with guests
for accuracy
• Suggestive selling techniques are used.
• Guests are advised of approximate time of delivery
• Relevant information is recorded and checked in accordance
with establishment policy and procedures
• Room service orders received from doorknob dockets are
interpreted accurately.
• Orders are promptly transferred and relayed to appropriate
location for preparation.

CONDITIONS:
The trainees will have access to:
Tools Equipment Materials/Supplies
Telephone Pen and Paper
Guidelines
Instructions

Assessment Method:

• Interview (oral/ questionnaire)

• Observation
• Demonstration of Practical Skills
• Written examination

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page |
Service Angelica E. Dugayo 1
 Learning Experiences

Learning Outcome 1
Take and Process Room Service Order

Learning Activities Special Instructions

• Read information Sheet 5.1-1 You will be instructed to
“Taking room service orders” read all of the
• Answer Self-Check 5.1-1 about information sheet and
taking room service orders. after reading it you will
• Compare Answer to Answer Key be required to answer
5.1-1 the self-check.
• Perform Task Sheet 5.1-1
“Simulation of Taking Room For you to be able to
Service Orders” know the result of your
• Evaluate Performance using self-check, you can
Performance Criteria Checklist compare your answer to
5.1-1 answer key available in
this CBLM.
• Read information sheet 5.1-2
“Suggestive Selling”
For the demonstration of
• Answer Self-Check 5.1-2 about your performance, you
suggestive selling. can use the Task Sheet
• Compare Answer to Answer Key and when you are done,
5.1-2 your trainer will be
• Perform Task Sheet 5.1-2 evaluating your
“Suggestive Selling” performance using the
• Evaluate Performance using criteria right next to the
Performance Criteria Checklist task sheet.
5.1-2

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page | 2
Service Angelica E. Dugayo
 INFORMATION SHEET NO. 5.1-1
“Taking Room Service Orders”

Learning Objectives:
After reading this information sheet, you must be able to:
1. Define room service.
2. Demonstrate the procedures in taking room service
orders.
3. Promote Hospitality in taking room service orders.

Introduction
Taking room service orders over the phone requires clear
communication skills and attention to detail because room service is an
essential part of the hospitality industry. Guests expect to be able to
order food and beverages conveniently from the comfort of their room,
and room service staff must be able to deliver orders promptly and
professionally.

ROOM SERVICE

Room Service among hotels are provided for house guests who
wish to enjoy the comfort of being served right in their own room. It is a
unit task to attend to the delivery of food and beverages orders to the
guests’ rooms.
Among big hotels, room service operates as a separate unit, headed by
a room service supervisor and assisted by the captain waiter. In small
hotels the usual practice is to make room service as part of the coffee
shop operations. In such case the coffee shop personnel are also
authorized to perform room service.
Large hotels provide 34 hours room service while others limit the room
service operations from 6 o’clock in the morning till ten o’clock in the
evening.

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page | 3
Service Angelica E. Dugayo
TYPES OF ROOM SERVICE MENU
1.Room Service Menus
Room service menus usually
consist of a la carte items that are provided in
hotel guestroom or a patient room (in a
hospital) or are circulated offices. This menu
is itself an advertising tool such that guests
can easily make a selection without taking
time to make inquiries to room service
provides. Orders are usually made through
the telephone and received by a designated
order taker.
2.Door Knob Menus
In some hotels,
breakfast orders are placed by
the guests through a door knob
menu. Said menu is posted on
the door knob of the guestroom
containing a list of available
menu items. The
customer/guest fills it up with
their order, indicating the exact
time they want their order to be
delivered. Then they hang it on
the door knob to be picked up
by room service waiters in the
evening or at about 3:00 am.
The order is then endorsed to
the kitchen and prepared in
advance. It is delivered on the
exact time indicated in the
order form. Thus, the guests are
spared from waiting for their
orders especially when they are
scheduled to leave early in the
morning.

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page | 4
Service Angelica E. Dugayo
2.a Service of Door Knob Menus

• Door knob menus are placed inside the guestroom by room

attendants.
• After filling up the door knob menu, the guest will hang it in his
door knob to be picked up by the room service waiter.
• Captain must counter check the room number with that indicated
in the door knob menu to prevent mistakes in the delivery of
orders.
• Collected door knob menus are to be endorsed to the captain or
order taker for the recording and preparation of receipts.
• Door knob orders are endorsed to waiter for the mis-en-place
preparation.
• Captain should closely monitor the service time and see to it that
the delivery of order is done on the time requested, especially for
door knob orders.
3.Breakfast Menus
Nowadays, it has been
a practice among many
hotels to include breakfast as
part of the room rate. A la
carte breakfast or table d’
hote breakfast menus are
offered – usually a choice of
Continental, American or
Filipino breakfast.
Sometimes buffet breakfast is
served especially when there
are many guests to be served.
This is much easier and
faster to prepare than a la
carte items.

TAKING ROOM SERVICE ORDER PROCEDURE

1. Greet the guest

Answer the phone within the first three rings with a

friendly greeting, such as "Good morning/afternoon/evening,
thank you for calling [hotel name]. This is [your name], how may
I assist you?"

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page | 5
Service Angelica E. Dugayo
2. Take the order

Ask the guest for their order and listen carefully to their
requests. Repeat the order back to the guest to ensure
accuracy. If the guest has any special requests or dietary
restrictions, make note of them and clarify any details if
necessary.

3. Confirm the order

Once you have taken the order, repeat it back to the

guest to confirm that you have everything correct. Ask if there is
anything they need before ending the call.

4. Provide an estimated time of delivery

Let the guest know how long it will take for their order to
be delivered to their room.

5. Thank the guest

Thank the guest for their order and let them know that
you look forward to serving them.

6. Process the order

Once the call is complete, enter the order into the hotel's
room service system and communicate the order to the kitchen.

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page | 6
Service Angelica E. Dugayo
 SELF-CHECK 5.1-1
Direction: Read the items carefully and write the letter of the correct
answer on a separate sheet of paper.

1. It is the first step in taking room service order.

a. Take the order c. Greet the guest.
b. Confirm the order d. Thank the guest.

2. How should you greet the guest?

a. Arrogantly c. Halfheartedly
b. Friendly d. Nervously

3. After taking the order of the guest, what should you do next?
a. Confirm the order c. Process the order
b. Thank the guest d. Provide time of delivery

4. After confirming the order, what should you do next?

a. End the call c. Ask for anything else
b. Provide time of delivery d. Process the order

5. It is the last step in taking room service order.

a. Greet the guest c. Process the order
b. Confirm the order d. Take the order

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page | 7
Service Angelica E. Dugayo
 ANSWER KEY 5.1-1

1. C
2. B
3. A
4. B
5. C

Date Developed:
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Services NCII Provide Room Developed By: Page | 8
Service Angelica E. Dugayo
 TASK SHEET 5.1-1
Title: Taking room service order (Simulation)
Performance Objective: After performing this task sheet, you
MUST be able to take room service orders.
Supplies/Materials:
Telephone
Menu
Order slip
Pen and paper
Steps/Procedures:
1. Using the provided telephone, the trainee will act like a front
service officer of a hotel and take the call of the trainer who act
as a guest.
2. Perform the proper procedures in taking room service order.
• Greet the guest
• Take the order
• Confirm the order
• Provide an estimated time of delivery
• Thank the guest
• Process the order
3. After the simulation of taking room service question, the trainer
will give a follow up question.
4. The trainer will give feedback about the performance of the
trainee.
Assessment Method(s):
• Observation
• Oral Questioning
• Evaluation based on performance criteria checklist

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page | 9
Service Angelica E. Dugayo
 PERFORMANCE CRITERIA CHECKLIST 5.1-1

Name: Date:
CRITERIA YES NO
Did the student….
Follow the procedures of taking room service order
accordingly?
Show courteousness in taking room service order?
Get the needed information in taking room service order?

Comments/Suggestions
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
__.

Date Developed:
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Service Angelica E. Dugayo 10
 INFORMATION SHEET NO. 5.1-2
“Suggestive Selling”

Learning Objectives:
After reading this information sheet, you must be able to:
1. Explain suggestive selling.
2. Perform suggestive selling techniques.
3. Appreciate the importance of suggestive selling.

Introduction
Suggestive selling
Tactic that involves encouraging a guest (either in-house or
through your restaurant online ordering system) to order menu items
that are different from the ones they ordered or would typically order,
in an effort to increase the value of the transaction.
The key to suggestive selling is simple: offer ideas your guests will truly
appreciate and will elevate their experience.

SUGGESTIVE SELLING TECHNIQUES

You’re now clear on a suggestive selling definition that applies to

restaurants, and you understand the key benefits of this customer-
focused sales tactic. It’s time to dig into the best suggestive selling
techniques to try in your restaurant.

Staff Should Know Their Stuff

Nothing stops rapport building in its tracks like a server

shaking their head at every menu item a guest asks if they’ve
tried. Set your team up for success with suggestive selling by
taking the time to make sure they have a deep understanding of
your menu, and that they’ve actually sampled most of the food
and beverage items you offer. Guests appreciate personal
recommendations, so encourage your staff to suggest menu items
that they themselves love.

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page |
Service Angelica E. Dugayo 11
Play Matchmaker

On the topic of recommendations, waiter should be well

versed in which dishes have similar flavor profiles so they can
make helpful suggestions to guests based on the meal the
customer was initially planning to order. This expertise can help
make the suggestive selling process feel natural and effortless,
like an inevitable conclusion. It will also help establish hotel’s
reputation for superior service from a knowledgeable front-of-
house team. Bonus points if waiter suggest a fun upsell in
addition to your suggestive selling approach. For example, if a
guest has their eye on fries, you could point out the sweet potato
fries on your menu, then float the idea of pairing them with a
curry dip. Your guests are sure to remember something creative,
and they may even mention it to a friend or two.

Ask Your Guests Questions

The benefits of this suggestive selling technique are

twofold. First, when staff ask your diners questions, it
demonstrates interest and reinforces your restaurant’s
commitment to the customer experience. Taking the time to
engage in conversation shows that waiters aren’t simply worried
about rushing off to the next table. Second, asking questions is
one of the best ways to gather information about your guests
straight from the source. According to Groupon, asking “Hi, have
you been here before?” can boost sales by up to 16%. And, asking
about your customers’ food and beverage preferences better
equips your servers to make customized suggestive selling
recommendations.

Use Customer Data to Personalize Your Offers

Leveraging tech like hotel reservation software enables to

create guest profiles that include food and beverage preferences.
This way, the next time a guest dines with you, you can make a
personalized suggestive selling recommendation based on the
guest’s profile. For instance, if your guest ordered a seafood dish
last time, why not suggest your pricey but delicious seafood
special right off the bat? Tailoring your suggestive selling
approach to each individual guest is an excellent way to impress
your customers, and increase the likelihood that they’ll opt for
the dish you’re trying to suggest – even if they originally intended
to order something else.

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page |
Service Angelica E. Dugayo 12
 Document Your Plan and Make it Fun

Getting your suggestive selling strategy down on paper

and incorporating your revenue goals will help ensure you stick
to your plan. Start by bringing your team into the loop so
everyone understands what’s expected of them and can work
toward a shared objective. Make suggestive selling part of the
onboarding process for new staff, too.

BENEFITS OF SUGGESTIVE SELLING

Suggestive selling is beneficial for everyone involved in the

process:
Your guest is satisfied because you’ve delighted them with an excellent
meal;
Your server is happy because they receive greater total tips from a
bigger cash out;
And the hotel, led because you’ve impressed the customer and
increased the hotel’s revenue at the same time.
Beyond leaving everyone with a smile on their face, let’s break down the
main benefits of suggestive selling, and their knock-on effects.

❖ Better Customer Experience

It truly is the little things that count. When you wow your
guests with a great meal (something you know they’ll really
enjoy), you improve their overall experience at your restaurant.
And experience is important to get right, considering 73% of
consumers say it influences their loyalty to a brand. In addition,
happy guests often lead to repeat business and word-of-mouth
recommendations. Developing a reputation for outstanding
service and making great menu recommendations through
suggestive selling means that it’s worth the effort to master.

❖ Happier Staff

Employee retention is critical for any restaurant. With

industry turnover rates between 82% and 150%, keeping your
staff happy should be a top priority. What better way to keep your
team satisfied than by empowering them to increase their check
sizes and the amount of tips they take home at the end of every
day? This is where suggestive selling comes in. With the proper
training and a little motivation, your servers can reap the benefits
of this sales technique.

Date Developed:
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Service Angelica E. Dugayo 13
❖ Larger Check Sizes

Although suggestive selling typically only increases each

individual guest’s bill by a small amount, the cumulative results
can amount to growth that equals nearly a third of your existing
revenue. Imagine what you could do with that cash – would you
hire more staff, upgrade your menu, launch a new marketing
campaign? The possibilities are yours to explore. Suggestive
selling not only helps your restaurant make money, it also helps
you save money by driving repeat business. It’s been estimated
that keeping current customers is five times more cost effective
than attracting new customers. Suggestive selling through a
loyalty program can help you re-engage the customers you
already have, so they’ll return to your restaurant time and time
again – ultimately boosting your bottom line.

Date Developed:
CBLM on Food and Beverage September 02, 2024
Services NCII Provide Room Developed By: Page |
Service Angelica E. Dugayo 14
 SELF-CHECK 5.1-2

Direction: Enumerate the following. Write your answer on a separate

sheet of paper.

1. Benefits of suggestive selling.

•
•
•

2. Suggestive selling techniques.

•
•
•
•
•

Date Developed:
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Service Angelica E. Dugayo 15
 ANSWER KEY 5.1-2

1. Benefits of suggestive selling

• Better Customer Experience

• Happier Staff
• Larger Check Sizes

2. Suggestive selling techniques

• Ensure Your Staff Know Their Stuff

• Play Matchmaker
• Ask Your Guests Questions
• Use Customer Data to Personalize Your Offers
• Document Your Plan and Make it Fun

Date Developed:
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Service Angelica E. Dugayo 16
 TASK SHEET 5.1-2
Title: Suggestive Selling
Performance Objective: After performing this task sheet, you MUST be able
to demonstrate suggestive selling.
Supplies/Materials:
• Menu
• Pen
• Order slip
Steps/Procedures:
• The trainee will act as front office staff while the trainer is the guest.
• The trainee will perform suggestive selling.
• The trainer will ask follow-up questions.
• The trainer will give feedback about the execution of the trainee.
Assessment Method(s):
• Observation
• Oral Questioning
• Evaluation based on performance criteria checklist

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 PERFORMANCE CRITERIA CHECKLIST 5.1-2

Name: Date:
CRITERIA YES NO
Did the student….
Incorporate the techniques in suggestive selling?
Execute suggestive selling smoothly?
Answer the questions correctly?
Answer correctly the follow-up question of the trainer?

Comments/Suggestions
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
____________________________________________________________________.

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LEARNING OUTCOME #2 : SET UP TRAYS AND TROLLEYS

CONTENT(s) : 1. Equipment and material for

room service delivery
2. Preparation for room service

ASSESSMENT CRITERIA :

• Room service equipment and supplies are prepared in

accordance with establishment procedures.
• Proper room service equipment and supplies are selected and
checked for cleanliness and condition.
• Trays and trolleys are set up keeping in mind balance, safety
and attractiveness.
• Room service trays or trolleys are set up according to the food
and beverage ordered.
• Orders are checked before leaving the kitchen for delivery.
• Food items are covered during transportation to the room.

CONDITIONS:
The trainees will have access to:
Tools Equipment Materials/Supplies
butlers Trolley hand towels
condiments pen and paper
cutlery beverages
glassware

Assessment Method:

• Interview (oral/ questionnaire)

• Observation
• Demonstration of Practical Skills
• Written examination

Date Developed:
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 Learning Experiences

Learning Outcome 2
Set Up Trays and Trolleys
Learning Activities Special Instructions
• Read information Sheet 5.2-1 You will be instructed to
“Equipment and material selection read all of the
for room service delivery” information sheet and
• Answer Self-Check 5.2-1 about after reading it you will
Equipment and material selection be required to answer
for room service delivery. the self-check.
• Compare Answer to Answer Key 5.2-
1 For you to be able to
• Perform Task Sheet 5.2-1 “Actual know the result of your
Identification of Equipment and self-check, you can
materials for room service delivery.” compare your answer to
• Evaluate Performance using answer key available in
Performance Criteria Checklist 5.2- this CBLM.
1
For the demonstration of
• Read information sheet 5.2-2
your performance, you
“Preparation for Room Service”
can use the Task Sheet
• Answer Self-Check 5.2-2 about and when you are done,
Preparation for Room Service your trainer will be
• Compare Answer to Answer Key 5.2- evaluating your
2 performance using the
• Perform Task Sheet 5.1-2 “Make a criteria right next to the
short video about Preparing for room task sheet.
service”
• Evaluate Performance using
Performance Criteria Checklist 5.2-
2

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 INFORMATION SHEET 5.2-1
“Equipment and Material Selection for Room Service
Delivery”

Learning Objectives:
After reading this information sheet, you must be able to:
1. Identify the equipment and materials used for room
service.
2. Use the equipment and materials used for room service
correctly.
3. Exemplify proper care to the equipment and materials
used for room service.
Introduction
Hotels provide room service as a convenient option to their
guests. This service enables them to enjoy their meal or snack in their
own room without leaving their comfort zone. To ensure top-notch
service, hotels are equipped with six essential tools and appliances that
make room service possible.

EQUIPMENT AND MATERIAL SELECTION FOR ROOM SERVICE

DELIVERY

overlooked. Without it,

dining can become
problematic and chaotic.
These trays are made of
robust materials such as
plastic or stainless steel,
ensuring they can bear
the weight of meals and
are easy to clean. They
come in various sizes to
accommodate different
types of meals and have
raised edges that prevent
❖ FOOD TRAY dishes and containers
from slipping off, making
A food tray is an essential transportation from the
component of room kitchen to the guest’s
service that cannot be room a breeze. Moreover,

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Service Angelica E. Dugayo 21
 they can be stacked for for hotels and resorts that
storage with ease, making handle large volumes of
them an excellent choice food trays.

that can hold everything from

food trays to beverages, utensils,
and tableware. Additionally, the
trolleys are designed with wheels
that make it easy for staff to
navigate narrow hallways or
elevators without any hassle.
For hotels looking to go above
and beyond, investing in high-
end models of room service
trolleys can be a game-changer.
❖ Trolley/Wagon These innovative trolleys may
include features such as heating
As a helpful tip for hotels looking or cooling capabilities that help
to provide their guests with an maintain the desired
excellent dining experience, temperature of the food during
using room service trolleys or transportation. This ensures
wagons can be a great solution. that the food remains fresh and
These carts come equipped with ready-to-eat for guests when
multiple shelves and served in their rooms.
compartments of varying sizes

soups, stews, or pasta. These

dishes have a pan, a water
reservoir, and a heating source
that keep the food at the desired
temperature. The process is
simple and effective. Hot water is
poured into the reservoir and
heated, which maintains the
heat of the food. Chafing dishes
are perfect for large gatherings,
buffet-style meals, and catering
events where food needs to be
kept warm for an extended
❖ Chafing Dish period. Chafing dishes come in
various shapes, sizes, and
Chafing dishes are a popular materials like stainless steel,
choice for hotels and catering copper, or silver.
services to serve hot dishes like Some models have an elegant
design, suitable for upscale

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events, while others are more and clean, making them a
practical for everyday use. They popular choice for many catering
are fueled by either electricity or services. They are a must-have
gel fuel, and the heating source to ensure that food arrives hot
is typically a small flame. and ready to eat.
Chafing dishes are easy to use

role in room service. To

efficiently serve drinks, hotels
use beverage dispensers. These
machines are capable of holding
and dispensing various types of
beverages, such as juices, sodas,
or hot beverages. They are
equipped with a user-friendly
interface, allowing guests to
choose their preferred drink
easily. Beverage dispensers can
❖ Beverage Dispenser
have a refrigeration or heating
function, ensuring that drinks
From a refreshing glass of
are served at the right
juice to a piping hot cup of
temperature.
coffee, beverages play a crucial

essential piece of equipment in

room service operations. Hotels
usually provide in-room coffee
makers, which allow guests to
brew their favorite blend at their
convenience. These machines
are available in different styles,
ranging from traditional drip
coffee makers to more advanced
espresso machines.
They are typically equipped with
timers, which enable guests to
set the brewing time in advance,
❖ Coffee Maker ensuring that their coffee is
ready when they wake up.
Many guests kick-start Moreover, these coffee makers
their day with a cup of coffee, come with water reservoirs of
making a coffee maker an varying capacities, ensuring that

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guests have access to hot water maker is an essential piece of
whenever they need it. equipment in hotel rooms, and
Additionally, they feature either hotels take care to ensure that
reusable or disposable coffee they provide guests with high-
filters, providing guests with the quality machines that cater to
option of using their preferred their coffee preferences and
filter type. Overall, a coffee requirements.

their meals or snacks from the

comfort of their rooms. With
varying power levels and cooking
options, these appliances are
designed to meet the diverse
needs of guests, ensuring that
they can enjoy their food at the
desired temperature.
Hotels typically choose models
that are user-friendly, durable,
and capable of withstanding
frequent use. Room service staff
relies on these ovens to fulfill
❖ Microwave Oven
guests’ requests promptly and
efficiently, thus enhancing their
Sometimes, guests may
overall experience at the hotel.
require a quick snack or the
Whether guests need to reheat
ability to reheat leftovers. In
their leftovers or prepare a quick
such cases, room service staff
snack, microwave ovens are a
relies on microwave ovens as
reliable and practical solution
they offer guests the
that hotels can offer to meet
convenience of quickly reheating
their guests’ needs.

Procedure in Setting up a Tray or a Trolley

1. Assemble the order

1.1 Review the order and assemble all needed cutleries,

glasses, line, and other equipment.
1.2 Place needed equipment/supplies in a tray or room service
trolley.
• For beverage orders, use the bas tray and have
coasters and paper napkins ready. For food orders,
use a rectangular or oval tray.
• Check whether the required garnish for all
ingredients and juices are provided for.

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 • For cocktails, place a stirrer.
• Have appropriate glasses ready; Fill the glass with ice
if needed.
• If there is an order of wine, provide wine basket/wine
stand.
• Have food covered, ready to be delivered to the guest.
2. Fill up the control sheet

This form will be used to monitor the movement of supplies and

equipment so that losses can be easily traced.

• Get a copy from the cashier

• Jot down all needed equipment on the sheet
• Insert the sheet at the order slip for the captain’s
reference when checking.

3. Pick up the food order from the kitchen.

Set up the food/beverage on the tray (if only a handful will be

transported) or trolley (when there are large number of items to
be transported) together with the corresponding equipment
needed.

Example of Control Sheet

FOOD AND BEVERRAGE DEPARTMENT

ROOM SERVICE CONTROL SHEET
Date:
Room Guest’s order Supplies Time of Time Waiter remarks
no. name deliver delivery of
to room pick-
up

Note: this control form is a tool for monitoring the movement of

supplies in guestrooms. It lists down what is delivered to what room
and the time of delivery and pick-up. In the remarks portion, the
waiter can indicate if items have been cleared from the room.

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 SELF-CHECK 5.2-1

Direction: Identify the name of the equipment for room service

delivery. Write your answer on a separate sheet of paper.

1._________________ 2. ______________________

3.___________________ 4. ______________________

5.______________________ 6. ___________________________

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 ANSWER KEY 5.2-1

1. TROLLEY
2. MICROWAVE OVEN
3. FOOD TRAY/TRAY
4. BEVERAGE DISPENSER
5. COFFEE MAKER
6. CHAFING DISH

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 TASK SHEET 5.2-1
Title: Identification of Equipment for Room Service Delivery
Performance Objective: After performing this task sheet, you MUST be able
to use the equipment and materials for room service delivery correctly.
Supplies/Materials:
• Trolley
• Food tray
• Chafing Dish
• Beverage Dispenser
• Coffee Maker
• Microwave oven
Steps/Procedures:
• Trainee will identify one by one the equipment and demonstrate how it
is used.
• The trainer will give follow up questions if necessary.
• The trainer will give feedback about the execution of the trainee.
Assessment Method(s):
• Observation
• Oral Questioning
• Evaluation based on performance criteria checklist

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 PERFORMANCE CRITERIA CHECKLIST 5.2-1

Name:

Date:

CRITERIA YES NO
Did the student….
Identify the name of the equipment correctly?
Explain well the purpose of the equipment?
Answer correctly the follow up question of the trainer?

Comments/Suggestions
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
____________________________________________________________________.

Date Developed:
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Service Angelica E. Dugayo 29
 INFORMATION SHEET 5.2-2
“Preparation for Room Service”

Learning Objectives:
After reading this information sheet, you must be able to:
1. State the important things to ensure when preparing
for room service.
2. Create a short video presentation on how to prepare for
room service.
3. Realize the importance of preparation for room service.
Introduction
In order to be effective in-room service you should spend some
time familiarizing yourself with the items that are available, and how
they are packed and presented. Some items are specifically bought-in
for room service use, and the use of portion-control packs/units, is
usual. Check with colleagues or management to find out where
replacement stocks are kept, and if it’s part of your job to re-order stock:
if you are responsible for re-ordering – find out how it’s done. In
addition, the exact nature of preparation done by room service staff will
vary between properties: some establishments will require room service
staff to provide basic food preparation, while others insist that kitchen
staff do all the food preparation.

Preparing Room Service

Most modern hotels have a single central pantry for the room
service department located conveniently near the kitchen and the
service lift. This pantry should be fully equipped for quick and efficient
service to the rooms. Room service catering can involve the delivery of
everything from complimentary items and items for which no charge is
made (such as ice buckets and glasses) through drinks or light snacks
to full a la carte meals with wine. The items available for service in
rooms will normally be listed on a special room service menu, but in a
superior hotel guests will expect any reasonably request to be met.

There may be different sections within the room service menu

listing the items available at different times of the day, for example:
• Breakfast- 6am to 11 am
• All-day Dining- 11 am to 11 pm
• A La Carte- 7 pm to 10:30 pm
• Night Owl Menu- 11 pm to 6 am

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 • Important Things to Ensure When Preparing for Room
Service

The pantry must be stocked with sufficient equipment to ensure

that all orders can be met promptly even at the busiest times. A
typical hotel might pride itself on meeting all room service orders
in less than 30 minutes of the order being taken.
When selecting service equipment for room service you must
always be on the lookout for equipment that is damaged, unclean
• and unsafe.
unclean
Unsafe
Check the items on the tray against the order that has been put
in. This can be advisable as the person who serves the order may
not be one the guest spoke to. Detailed checking against the full
order can prevent confusion over the order or avoid disputes.
Much of the food plated for room service will have a cover over it
and it is part of your job to remove that cover and visually check
the dish to ensure it is what was ordered.

In addition, your check should ensure:

❖ special requests have been complied with – if “no chili” was part
of the order, check to see it has been done.
❖ vegetables have been served how ordered, and not sauced or
salted.
❖ that the bread rolls and the butter are there, remember the room
service has to provide the same standard as a restaurant.
❖ that all the courses are present.
❖ that the dishes look presentable – no sauce/spatter marks on the
plates, no cracked crockery.
❖ that hot dishes are hot, cold dishes are cold and frozen dishes are
frozen.
❖ that appropriate garnishes have been added or provided
separately for addition on delivery.

Where there is any deviation from perfection – it must be

quickly brought to the notice of the chef (or other person responsible)
and rectified. Remember that the hot food is cooling down and the cold
food heating up – so the speed is critical given that it will take an
additional couple of minutes to get it to the guest’s room: naturally you
will have to be diplomatic when pointing out shortcomings with the
dishes, but in establishments where room service is common,
the kitchen staff should be aware of the nature of your
problems and respond accordingly.

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Storage of Equipment and Products

1.Room service equipment includes such items as:

• Trays and trolleys
• Cutlery, linen and glassware
• Selected food and beverage items
• Printed Materials
2.Store all items in a safe, hygienic, orderly and accessible manner.
3.Set a ‘par stock’ level for every item.
4.Store the items safely to reduce the risk of accidents and breakages.

Items that need to be prepare before room service

• Tea and Coffee Trays

• Ice Buckets
• Breakfast Trays and Trolleys
• Snack Trays
• Dinner Trays or Trolleys
• Champagne or Wine Trays
• Fruit Basket Trays
• Butters
• Condiments
• Bread Baskets
• Hot Boxes

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 SELF-CHECK 5.2-2

Direction: TRUE OR FALSE

Write True if the statement is correct and False if it is not. Write your
answer on a separate sheet of paper

1. Much of the food plated for room service shouldn’t have a cover
over it.
2. Detailed checking against the full order can prevent confusion
over the order or avoid disputes.
3. Room service catering can involve the delivery of everything from
complimentary items and items for which no charge is made.
4. When selecting service equipment for room service you must
always be on the lookout for equipment that is clean and safe.
5. The items available for service in rooms will normally be listed on
a special room service menu, but in a superior hotel guests will
expect any reasonably request to be met.
6. Single central pantry for the room service department located
conveniently near the kitchen should be fully equipped for quick
and efficient service to the rooms.
7. In order to be effective in-room service you should spend some
time familiarizing yourself with the items that are available, and
how they are packed and presented.
8. Store the items safely to increase the risk of accidents and
breakages.
9. The pantry must be stocked with sufficient equipment to ensure
that all orders can be met promptly even at the busiest times.
10. Store all items in a safe, hygienic, orderly and accessible manner.

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 ANSWER KEY 5.2-2
1.False
2.True
3.True
4.False
5.True
6.True
7.True
8.False
9.True
10.True

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 TASK SHEET 5.2-2
Title: Preparation for Room Service (VIDEO MAKING)
Performance Objective: After performing this task sheet, you MUST know
what and how to prepare for room service.
Supplies/Materials:
• Room service equipment
• Cellphone or camera for recording video
Steps/Procedures:
1. The trainee will act like a vlogger and make a video presentation.
2. The trainee will discuss and show in that video the process in preparing
for room service.
3. The video should have at least 3 minutes duration.
4. The trainer will ask follow up questions regarding the video presentation
if necessary.
5. The trainer will give feedback about the video presentation of the trainee.
Assessment Method(s)
• Oral Questioning
• Evaluation based on performance criteria checklist

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 PERFORMANCE CRITERIA CHECKLIST 5.2-2
Name:
Date:
CRITERIA YES NO
Did the student….
Explain well in the video the process in preparing for
room service?
Make the video entertaining and informative?
Follow the required time duration for the video?
Answer correctly the follow up question of the trainer?

Comments/Suggestions
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
____________________________________________________________________.

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LEARNING OUTCOME #3 : Present and serve food and beverage
orders to guests.
CONTENT(s) : 1. Sequence of Room Service

2.Room service meal delivery and

serving.

ASSESSMENT CRITERIA :

• The guest’s name is verified on the bill before announcing the

staff’s presence outside the door.
• Guests are greeted politely in accordance with the with
establishment’s service procedures.
• Guests are asked where they want the tray or trolley positioned.
• Food orders are delivered on the time desired by the guest

CONDITIONS:
The trainees will have access to:
Tools Equipment Materials/Supplies
Trays trolleys linen
toasters glassware
warming equipment/ table appointments
lids

Assessment Method:

• Interview (oral/ questionnaire)

• Observation
• Demonstration of Practical Skills
• Written examination

Date Developed:
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 Learning Experiences

Learning Outcome 3
Present and Serve Food and Beverage Orders to Guests
Learning Activities Special Instructions
• Read information Sheet 5.3-1 You will be instructed to
“Sequence of Room service” read all of the
• Answer Self-Check 5.3-1 about information sheet and
sequence of room service. after reading it you will
• Compare Answer to Answer Key 5.3- be required to answer
1 the self-check.
• Perform Task Sheet 5.3-1
“Simulation of Sequence of Room For you to be able to
Service” know the result of your
• Evaluate Performance using self-check, you can
Performance Criteria Checklist 5.3- compare your answer to
1 answer key available in
this CBLM.
1. Read information sheet 5.3-2
“Room service meal delivery and
For the demonstration of
serving”
your performance, you
• Answer Self-Check 5.3-2 about
can use the Task Sheet
room service meal delivery and
and when you are done,
serving.
your trainer will be
• Compare Answer to Answer Key 5.3- evaluating your
2 Room service meal delivery and performance using the
serving criteria right next to the
• Perform Task Sheet 5.3-2 “Room task sheet.
service meal delivery and serving”
• Evaluate Performance using
Performance Criteria Checklist 5.3-
2

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 INFORMATION SHEET 5.3-1
“Sequence of Room Service”

Learning Objectives:
After reading this information sheet, you must be able to:
1. Distinguish the sequence of room service.
2. Perform the sequence of room service.
3. Evaluate the significance of following the sequence of
room service.

Introduction
Room service is part of the hotel operations where they serve food
conveniently to their respective guest rooms by just calling the room
service department and place order of food & drinks to be sent to their
room and for it to be smoothly executed, a series of procedures must be
followed.

SEQUENCE OF ROOM SERVICE

The Sequence of Room Service Delivery

1. Knock the door lightly

2. Announce yourself (room service~)
3. Greet guests warmly
4. Use the guest’s name

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5. Ask if you may enter in the room
6. Ask where to set up order
7. Offer to pour beverage (bottle beverage)
8. Service the dinner according to the guest's needs
9. Offer additional assistance
10. Inform guest about pick-up
11. Wish guests an enjoyable meal
12. Thank the guest

SEQUENCE OF ROOM SERVICE

ACTIVITIES PERSON RESPONSIBLE
Taking Room Service Order Taker
Placing order to the kitchen Captain or Waiter
Posting the order for billing Captain or Waiter
Assembling room service order Captain or Waiter
Logging down the order on the control Captain or Waiter
sheet
Double-checking mis-en-place, Food Captain or Waiter
preparation/Presentation
Preparation of the bill Cashier
Pick-up and delivery of the order Waiter
Offering or extending personalized service Waiter
to the guests
Settling the bill/bidding goodbye Waiter
Forwarding payment or signed bill to the Waiter
cashier

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 SELF-CHECK 5.3-1

Direction:
Number the items from 1-12 according to their proper sequence. Write
your answer on a separate sheet of paper.

___1. Offer to pour beverage (bottle beverage)

___2. Inform guests about pick-up
___3. Service of the dinner according to the guest's needs
___4. Knock the door lightly
___5. Greet guest warmly
___6. Offer additional assistance
___7. Use the guest’s name
___8. Wish guests an enjoyable meal
___9. Thank the guest
___10. Ask where to set up the order
___11. Ask if you may enter the room
___12. Announce yourself (room service)

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 ANSWER KEY 5.3-1

1. 7
2. 10
3. 8
4. 1
5. 9
6. 4
7. 11
8. 12
9. 5
10. 2

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 TASK SHEET 5.3-1
Title: Sequence of Room Service (Simulation)
Performance Objective: After performing this task sheet, you MUST be
able to perform the sequence of room service.
Supplies/Materials:
• Room service equipment
Steps/Procedures:
1. The trainee will act as a room service attendant and perform the
sequence of room service.
2. The simulation must be performed for not more than 10mins.
3. The trainer will ask follow-up questions.
4. The trainer will give feedback about the performance of the trainee.
Assessment Method(s)
• Oral Questioning
• Evaluation based on performance criteria checklist

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 PERFORMANCE CRITERIA CHECKLIST 5.3-1

Name:

Date:

CRITERIA YES NO
Did the student….
Perform the sequence of room service accordingly?
Follow the required time duration?
Answer correctly the follow-up question of the trainer?

Comments/Suggestions
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
____________________________________________________________________.

Date Developed:
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Service Angelica E. Dugayo 44
 INFORMATION SHEET 5.3-2
“Room Service Meal Delivery and Serving”

Learning Objectives:
After reading this information sheet, you must be able to:
1. Identify the best practices in room service delivery.
2. Demonstrate room service delivery.
3. Advocate courteousness in delivering and serving room
service meal.

Introduction
Taking and delivering room service orders requires attention to
detail, clear communication, and a focus on providing exceptional
customer service. By following best practices, such as maintaining a
clear and concise menu, using technology to streamline the process,
training staff regularly, monitoring customer feedback, and offering
specials and promotions, hotels and resorts can ensure that their room
service operation runs smoothly and efficiently. Ultimately, delivering
excellent room service can help hotels and resorts stand out from the
competition and provide guests with an unforgettable experience.
DELIVERING AND SERVING ROOM SERVICE ORDERS
1. Double check the mis en-place • Sidings, garnish and
and food and beverage order accompaniments (if
before they are delivered to the required)
guest. Make sure the tray and • Cover for the food
trolley have complete set-up, to • Water with glass cover
include: • Condiments-catsup, salt
and pepper, etc. (if
required)
• Napkin and other
requirements
2.Knock at the door (3 times) Use the knuckles or activate the
doorbell. Knock should be gentle
and not too loud to avoid
irritating sound. Allow few

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 seconds in between knocks and
sound off: “Room Service”
3.Once the door is opened Greet the guest by the hour of the
day and say: “Good morning
sir/madam (mention the guest
name if known)
Say: “Here’s your room service
order, May I come in?”

Do not enter until the guest gives

permission.
4.Once inside the room Leave the door open unless the
guest orders you to close it
Say: “sir/madam, would you like
me to close the door or should I
just leave it open?”
Introduce your name and
designation.
Say: “good morning madam/sir, I
am _______ (your name) your
room attendant.
“Where would you like me to set
up your table Sir/Madam?”
“Shall I leave the food on the
trolley or you want it transferred
to your table?”
“Madam/Sir., May I present to
you your food order?”
After setting up the food on the
table as requested, offer
additional service:
“If you’re ready to eat, shall I serve
the food for you?

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 “Shall I serve the coffee/tea?”
“Would you like me to open the
curtain to brighten your room?”
“Is there anything else I can do for
you?”
“Sir, may I have your signature
for the control sheet?”
5.Present the bill Present the bill in a bill folder with
the figures faced down as you say:
“May I present the bill?
6.Get the payment Get the payment if the guest
wants to charge to his room, get
his signature but make sure he is
authorized to sign. (Some guest
accounts are labeled “cash basis”
and so they are not allowed to
sign for charges. This should be
checked with front office.
7.Thank the guest and bid Ask the guest if he wants soiled
goodbye. dishes to be cleared.
“Sir/Madam, when would you
like me to come back to clear the
soiled dishes?”
“When you are ready please call
us and dial_____.”
Thank the guest and wish him a
pleasant meal.
Say: “Thank you very much.
Enjoy your meal and have a nice
day.”

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 ROOM SERVICE DELIVERY BEST PRACTICES

Delivering a room service order is just as important as taking the

order. The following best practices will help ensure that the delivery
process is smooth and professional.

1. Double-Check Order Accuracy

Before leaving the kitchen or the room service area, double-
check that the order is complete and accurate. Make sure that all
items are included, and that any special requests or dietary
restrictions have been addressed.

2. Confirm Guest Details

When delivering the order, confirm the guest's name and
room number to ensure that the order is delivered to the correct
person and location.

3. Present the Order Professionally

Present the order professionally by placing it on a tray or
cart, and using appropriate tableware and utensils.

4. Be Punctual
Deliver the order within the estimated delivery time, or
communicate any delays to the guest and offer an updated
delivery time.

5. Collect Payment (if necessary)

If the guest is paying with cash or a credit card upon
delivery, collect the payment and provide a receipt.

Additional Tips for Excellent Room Service

The following tips will help ensure that your room service operation
runs smoothly and efficiently.

1. Maintain a Clear and Concise Menu

Keep your room service menu clear and concise, with easy-to-read
descriptions and prices. Make sure that it includes all relevant
information, such as dietary restrictions and delivery hours.

2. Use Technology to Streamline the Process

Consider using technology to streamline the room service process. This
could include an online ordering system, mobile ordering app, or
automated order tracking and delivery systems.

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3. Train Staff Regularly
Regular training for room service staff is essential to ensure that they
are knowledgeable about the menu, able to take orders accurately, and
able to deliver orders professionally.

4. Monitor Customer Feedback

Monitor customer feedback regularly, and use it to improve your room
service operation. This could include feedback surveys, online reviews,
or direct feedback from guests.
5. Offer Specials and Promotions
Offer specials and promotions to entice guests to order from room
service. This could include discounts for large orders, free delivery, or
limited-time menu items.

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 SELF-CHECK 5.3-2

Direction:
Give the five best practices in room service delivery. Write your answer
on a separate sheet of paper.

1.
2.
3.
4.
5.

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 ANSWER KEY 5.3-2

1. Double-Check Order Accuracy

2. Confirm Guest Details
3. Present the Order Professionally
4. Be Punctual
5. Collect Payment (if necessary)

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 TASK SHEET 5.3-2
Title: Room service meal delivery and serving (Role Playing)
Performance Objective: After performing this task sheet, you MUST be
able deliver and serve room service meal.
Supplies/Materials:
• Room service equipment
• Room service bill
• Pen and Paper
Steps/Procedures:
1. The trainee will act as a room service attendant and
deliver and serve meals in a room service manner.
2. The role play must be performed within 10 minutes.
3. The trainer will ask follow-up questions.
4. The trainer will give feedback about the performance of
the trainee.
Assessment Method(s)
• Oral Questioning
• Evaluation based on performance criteria checklist

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 PERFORMANCE CRITERIA CHECKLIST 5.3-2

Name:

Date:

CRITERIA YES NO
Did the student….
Follow the procedures in delivering and serving room
service meal?
Follow the required time duration?
Answer correctly the follow-up question of the trainer?

Comments/Suggestions
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
____________________________________________________________________.

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LEARNING OUTCOME #4 : Present Room Service Account

CONTENT(s) : 1. Billing of Guest

ASSESSMENT CRITERIA :

• Guests’ accounts are checked for accuracy and presented in

accordance with establishment procedures.
• Cash payments are acknowledged and then presented to the
cashier for processing in accordance with establishment
guidelines.
• For charge accounts, guests are asked to sign the bills.

CONDITIONS:
The trainees will have access to:
Tools Equipment Materials/Supplies
Pen and paper
Cashier’s receipt
guidelines
instructions

Assessment Method:

• Observation
• Demonstration of Practical Skills
• Written examination

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 Learning Experiences

Learning Outcome 4
Present Room Service Account
Learning Activities Special Instructions
• Read information Sheet 5.4-1 You will be instructed to
“Billing of Guest” read all of the
• Answer Self-Check 5.4-1 about information sheet and
billing of guest. after reading it you will
• Compare Answer to Answer Key 5.4- be required to answer
1 “Billing of Guest” the self-check.
• Perform Task Sheet 5.4-1 “Role-
playing about the billing of guest” For you to be able to
• Evaluate Performance using know the result of your
Performance Criteria Checklist 5.4- self-check, you can
1 compare your answer to
answer key available in
this CBLM.

For the demonstration of

your performance, you
can use the Task Sheet
and when you are done,
your trainer will be
evaluating your
performance using the
criteria right next to the
task sheet.

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 INFORMATION SHEET 5.4-1
BILLING OF GUEST

Learning Objectives:

After reading this information sheet, you must be able to:

1. Explain how to present bill to guest.
2. Demonstrate the procedure in presenting bill to a guest.
3. Exemplify honesty in presenting account to guest.

Introduction
A bill is made when the items are transcribed from an order pad
or a kitchen order ticket. During the service, the bill is not totaled in
case additional food items are ordered and have to be entered into the
check. When a guest is ready to leave and asks for the bill, the server
informs the cashier who then totals the bill and gives it to the server
who signs for the bill.
PRESENTATION OF THE BILL
Remember a record has to be kept of all movement of the bill as
it represents cash. In better establishments a bill folder is made to
present the bill discreetly. It is worthwhile to remember that the time of
payment by the guest is a confidential moment. Thus, the more discreet
the activity of paying the check is done, the better the service would be.
A bill has basically two copies: one for the guest and the other for the
cashier’s record. Additional copies may be made according to the
system of the establishment.

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 BILL
GUEST NAME: ROOM NO.:
ACCOUNT NO.:

WAITER’S NAME AMOUNT TOTAL

ITEM DESCRIPTION

GUEST’S SIGNATURE:
___________________
(Please do not sign if you have paid
by cash or credit card)
TYPES OF PAYMENT
CASH PAYMENT

When the guest pays in cash, the money is taken along

with the check to the cashier who enters it into a register or the
micro. The cashier then gives the change if any and stamps the
bill “paid”. The change along with the original copy is placed in
the bill folder and presented again to the guest. It is very
important that the server does not linger around the tips.

CREDIT CARD PAYMENT

The credit card has become a popular way of paying for

most things these days. It saves the guest from carrying large
amounts of money. The server takes the credit card to the cashier
who verifies the following:

1. Whether the credit card is accepted by the establishment.

2. Whether the credit card has been black-listed, by consulting a
recent list of blacklisted cards.

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 3. Whether the date on the card has expired.
4. Whether the signature on the bill and credit card tally.
Once the cashier is satisfied with the above verification she/he
fills up the appropriate vouchers which are given to the guest for his
signature. A copy of the voucher is given to the guest along with the
card.

ROOM CHARGE (For resident guests)

When the guest wishes to sign on the check, his signature is
taken and he is requested to clearly mention his name and room
number. The waiter confirms with the Front Office reception whether
the guest is in fact a resident of the hotel.

CARD NUMBER: ABC CREDIT CARD

NAME:

EXPIRY DATE: RECORD OF CHARGE

DESCRIPTION

TAX

TIP

TOTAL
DATE BILL NO.:
THE AMOUNT OF THE CHARGES CREDIT APPROVAL
RECORDED HEREON WAS INCURRED
BY ME AND RECEIPT OF THE SERVICE
OR MERCHANDISE IS HEREBY
ACKNOWLEDGED BY ME.

CARD HOLDER’S SIGNATURE:

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 PRESENTATION AND SETTLEMENT OF THE BILL
STEPS PROCEDURES RATIONALE
Additional
Information
1. If there are no The cashier will Advance preparation
more orders, prepare the bill once can minimize waiting
inform the advised to close the time for bill
cashier. check. settlement.
2. Review the bill Double-check all To avoid errors, if any,
first before orders before ending should be counted
presenting to the transaction. and acknowledged by
the customer. Check if the following the manager or by the
information is clearly person in charge
indicated in the
check: Waiter’s
name, number of
covers, room
number, date, and
complete list of food
and drinks
3. Present the bill. Place in a bill folder Present the bill or
with the amount check
faced down.

Say “Excuse me
Sir/Ma’am may I
present the bill?”
4. Take the If cash received, This will help avoid
payment from count money in front trouble and
the host. of the host. Inform misunderstanding.
him outright of the
amount received.

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 Ex. “Sir/Madam, I
received… “Thank
you” upon receiving
the payment.

Never say he is
suspended. Just tell
If the bill will be
him that you have
settled by credit card
difficulty getting
and the card is
clearance from the
expired or
credit card company.
suspended, the
Ask him for any valid
Supervisor or the
credit card.
manager to
discreetly talk to the
guest.
“Excuse me,
Sir/Madam, we’re
having difficulty
getting approval for
your credit card. Do
you want to use
another card?”
If no other card, ask
for cash payment:
“Do you mind
settling the bill in
cash instead?
5. Turn over Wait for the change, Return the change or
payment to the if any, place it on a credit card together
cashier. bill folder and give it with the receipt.
to the host.
Say “Excuse me
Sir/Madam, here is
your change.”
Say “Thank you” to
the guest after giving
the change.

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 SELF-CHECK 5.4-1

Direction:
Give the 5 steps in presentation and settlement of the bill. Write your
answer on a separate sheet of paper.

1.
2.
3.
4.
5.

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 ANSWER KEY 5.4-1

1. If there are no more orders, Inform the cashier.

2. Review the bill first before presenting to the customer.
3. Present the bill.
4. Take the payment from the host.
5. Turn over payment to the cashier.

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 TASK SHEET 5.4-1
Title: BILLING OF GUEST (ROLE PLAYING)
Performance Objective: After performing this task sheet, you MUST be
able to present room service account.
Supplies/Materials:
• Bill
• Bill folder
Steps/Procedures:
1. The trainee will act as a room service attendant and present
room service account to the guest which is played by the
trainer.
2. The performance should be within five minutes only.
3. The trainer will give follow up questions.
4. The trainer will give feedback about the execution of the
trainee.
Assessment Method(s):
• Observation
• Oral Questioning
• Evaluation based on performance criteria checklist

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 PERFORMANCE CRITERIA CHECKLIST 5.4-1

Name:

Date:

CRITERIA YES NO
Did the student….
Played the role smoothly?
Performed within the time limit?
Answer correctly the follow up question of the trainer?

Comments/Suggestions
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
____________________________________________________________________.

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LEARNING OUTCOME #5 : Clear away room service equipment

CONTENT(s) : 1. Clean Room Service Area

ASSESSMENT CRITERIA :

• Procedure to take away the tray or trolley when the guests have
finished their meal is explained.
• Floors are checked and cleared in accordance with
establishment policy and guidelines.
• Dirty trays are cleared in accordance with the establishment’s
procedure.
• Trays and trolleys are cleaned and returned to the room service
area.

CONDITIONS:
The trainees will have access to:
Tools Equipment Materials/Supplies
trays trolleys linens
toasters table appointments
warming equipment glassware

Assessment Method:

• Observation
• Demonstration of Practical Skills
• Written examination

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 Learning Experiences
Learning Outcome
Clear Away Room Service Equipment
Learning Activities Special Instructions
• Read information Sheet 5.5-1 “Clean You will be instructed to
room service area” read all of the
• Answer Self-Check 5.5-1 about information sheet and
cleaning room service area. after reading it you will
• Compare Answer to Answer Key 5.5- be required to answer
1 “Clean room service area” the self-check.
• Perform Task Sheet 5.5-1
“Simulation of Cleaning room For you to be able to
service area” know the result of your
• Evaluate Performance using self-check, you can
Performance Criteria Checklist 5.5- compare your answer to
1 answer key available in
this CBLM.

For the demonstration of

your performance, you
can use the Task Sheet
and when you are done,
your trainer will be
evaluating your
performance using the
criteria right next to the
task sheet.

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 INFORMATION SHEET 5.4-1
“Clean Room Service Area”

Learning Objectives:

After reading this information sheet, you must be able to:

1. Identify the clearing procedures in room service area.
2. Demonstrate how to clean room service area.
3. Value the importance of cleanliness in room service.
Introduction
The room service order-taker is responsible for controlling floor
service procedures and for directing staff to clear rooms and floors. In
addition, there should be regular floor checks, to ensure that used trays
and trolleys and miscellaneous items are quickly removed.
When a room or floor has been cleared after room service, the room
service order-taker must be informed. Floors must be cleared quickly
and quietly, but while doing so staff must ensure that equipment is
securely placed so that it can be moved safely. Once cleared from the
floors, unconsumed food and beverages, food service equipment, trays
and trolleys must be returned to room service via service lift.

Typically, the room service order-taker is required to record the

following on a dispatch sheet or checklist:
1.Date
2.Room Number
3.Whether tray or trolley taken.
4.Time the order was taken.
5.Person delivering the order.

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CLEARING PROCEDURES

1. The waiter who serves the food order is required to clear soiled
dishes trays and trolleys from the room.
2. Upon pick up, the busboy or waiter must check whether all
equipment indicated in the control sheet are available for pick up.
3. If there are missing items, and the waiter is inside the room, he
must locate for the missing item. However, if the guest is in the
room, tactfully ask his/her assistance in locating the items.
Report to the captain any unrecovered item for proper recording.
4. Captain should assign one busboy or waiter to pick up all soiled
dishes, trays, and trolley lying on floors or hallways.
5. The waiter or busboy who is assigned to pick up trays/trolley
should also check the pantry area for unclear items.
6. All collected trays/trolleys are to be brought to the dishwashing
area, segregated according to kinds and sizes.
7. Segregate linen and bring them to the linen box of the room
service.

CLEAR SOILED DISHES

1. Knock at the door. Use knuckles or activate the

doorbell knock three times
should be gentle not too loud.
Allow few seconds in between
knocks and sound off: “Room
service”
2. Once the door is opened Greet the guest by the hour of the
day and say: “Good
morning/afternoon Sir/Ma’am
(mention guest’s name if known)

Say: “Room Service, may I come

in?”

Do not enter the room until the

guest gives permission.

3. Once inside the room Introduce yourself and your

designation

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 Say: “Excuse me Sir/Ma’am I am
____, your room attendant”

Ask the guest if he/she wants to

leave the door open or close it

Say: “Excuse me Sir/Ma’am

would you like me to close the
door or shall I leave it open?”

Ask the guest if you can take

his/he soiled dishes

Say: “Excuse me Sir/Ma’am are

you done with your food?” May I
clear your soiled dishes?”

When the guest gives the

permission to clear the soiled
dishes then start to bus-out.
4. Thank the guest and bid Before leaving the room, offer an
goodbye additional service and caring
manner

Say: “Is there anything else I can

do for you?”

Thank the guest and wish him a

pleasant day

Say: “Thank you very much. Have

a nice day!”

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 SELF-CHECK 5.5-1

Direction:
Choose the letter of the correct answer. Write your answer on a
separate sheet of paper.

1. The ________ who serves the food order is required to clear soiled
dishes trays and trolleys from the room.
a. Guest c. Cashier
b. Waiter d. Manager

2. Which of the following is not required to be recorder on

dispatch checklist?
a. Date c. Room number
b. Guest name d. Time order was
taken

3. The room service _________ is responsible for controlling floor

service procedures and for directing staff to clear rooms and
floors.
a. order-taker c. Waiter
b. Housekeeper d. Manager

4. What is the first step in clearing soiled dishes?

a. Thank the guest c. Knock at the door
b. Bid goodbye d. Enter the room

5. All collected trays/trolleys are to be brought to the dishwashing

area, segregated according to what?
a. Cleanliness c. kinds and sizes
b. Color and shapes d. weight

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 ANSWER KEY 5.5-1

1. B
2. B
3. A
4. C
5. C

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 TASK SHEET 5.5-1
Title: CLEANING ROOM SERVICE AREA
Performance Objective: After performing this task sheet, you MUST be able
to clean room service area.
Supplies/Materials:
• Room service cart/trolley
• Table service ware (dinnerware, flatware, glassware, hollowware)
Steps/Procedures:
1. The trainee will act as a room service attendant and execute the
proper procedures in cleaning the room service area.
2. The execution of the procedures in cleaning room service area
should be within 10 minutes only.
3. The trainer will give follow up questions if necessary.
4. The trainer will give feedback about the execution of the trainee.
Assessment Method(s):
Observation
Oral Questioning
Evaluation based on performance criteria checklist

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 PERFORMANCE CRITERIA CHECKLIST 5.5-1

Name:

Date:

CRITERIA YES NO
Did the student….
Perform the task with excellent enthusiasm?
Follow the required time for the activity?
Answer correctly the follow up question of the trainer?

Comments/Suggestions
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
____________________________________________________________________.

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 BIBLIOGRAPHY
Chony Foronda. (2014). Presenting Room Service Account to Guest.
https://www.slideshare.net/slideshow/presenting-room-
service-accounts-to-guest-pptx/270400672

Dr. Gajanan Shirke June 2, 2015. Hotel Room Basics.

https://www.linkedin.com/pulse/hotel-room-service-basics-
gajanan-shirke-mih-author-trainer

Hospitality Career Academy-By Ahrammedia (2020). Room Service

Order Taking and Delivery Best Practices for Hospitality
Industry Professionals. https://hca-pro.com/-Room-Service-
Order-Taking-and-Delivery

Katherine Pendrill (2020). 8 Suggestive Selling Techniques for

Restaurants. https://www.touchbistro.com/blog/suggestive-
selling-techniques-for-restaurants/#

Striker Hotels and Clubs February 3, 2024. What are the 7equipment
used in room service. https://strikers.co.ug/blog/what-are-the-
7-equipment-used-in-room-service/

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