ROOM AMENITY DELIVERY PROCEDURE

Room Service Waiter Room Attendant

Take the Room Amenity Delivery Control Form * refer to SOP 'Room Amenity Preparation'

Prepare mise en place according to standard

Prepare all required mise-en-place on trolley set-up and VIP type

Pick-up amenities from kitchen

Deliver amenities to required guest room(s)

Use service elevator

Inform Room attendant to open required guest room(s) Get information

Set-up amenities in guest room (in front of fresh flowers

Open required guest room(s)
- if applicable)

Place Greeting card or GM welcome letter in front of

amenities (if applicable)

Double-check accuracy of set-up and VIP type

Complete control form under columns: Delivery Time &

Delivers Name

Close the door

Go to the next guest room

Continue above procedure until completion of all

deliveries

Return to Room Service

Hand Room Amenity Delivery Control form to Order

taker

Remark: * Follow mise-en-place according to standard set-up and photographs.

* Standard: Send amenities 3 hours prior to guest arrival.
* Emergency / last minute orders shall be given priority and particular treatment.

Code: R 060
 ROOM SERVICE ORDER DELIVERY PROCEDURE

RS Order Taker / Supervisor Room Service Waiter/Runner

Check correctness of order (before

Get approval for delivery
delivery)

Complete the Room Service Delivery

Prepare to deliver the order (to guest room)
Logbook Sheet
Use staff elevator's key (lock)
system for quicker delivery
Turn off sterno inside the plate warmer
Add time of order delivery &
name of deliverer
Take staff elevator

Knock on guest room three times and say: "Private Dining,

your room service delivery!"

Wait for opening of door

Say: "Good evening, Mr. Zhang, your room service order,

please !"

Enter room by pulling cart (not pushing)

Ask: "Where may I place the trolley/tray conveniently?"

Place trolley/tray as requested

Remove all foils and covers from plates/bowls/glasses etc.

Adjust/place the dishes correctly on tray/trolley

Open wine / beverages and pour into glass (if appropriate) Always behave discrete in
guest room

Place the chair beneath the trolley/cart (if appropriate)

Present the bill and say: "Mr. Zhang, could you kindly sign
the bill".

Present a hotel pen

As a courtesy, always depart
form the room by facing the guest,
Say : "Thank you, Mr. Zhang. If you need anything else or never turn your back towards
you wish to have your tray/cart removed, please dial "6" guest.

Say :"Enjoy your meal and have a nice evening!"

Depart guest room

Close the door gently

Return to Room Service

Remark: * Standard: Maximum 7 minutes for delivery.

* Standard: Total order until delivery time not exceeding 25 minutes.

Code: R 061
 ROOM SERVICE ORDER PREPARATION PROCEDURE

RS Order Taker / Supervisor Room Service Waiter/Runner Bartender Hot Kitchen Chef / Cook
Timing (in min) from moment guest called
02:50 Post order into POS
Receive POS order Receive POS order
Hand (red) copy of captain order to
03:00 Receive captain order copy
Runner
Prepare drinks as per order Prepare dishes as per order

04:00 Complete room service delivery log book Place order onto order board

04:30 prepare the guest check Prepare mise en place as per order

Place guest check onto tray/trolley Cold Food Order (only) Hot / Hot & Cold Food Order

05:00 Prepare tray removal card Prepare/set-up room service tray Turn on room service food warmer

Prepare/set-up room service cart (as Prepare all cold dishes on cold
Cover all drinks with drink cover
per standard set-up) plates/bowls

Fill in on tray removal card name(s) of Pick-up drinks from service bar Pick-up drinks from service bar Place drinks onto bar counter for RS Prepare all hot dishes on hot
08:00
order taker, RS runner and Chef (place onto tray) (place onto cart) Runner pick-up plates/bowls

Control timing and check with Control timing and check with
Place card onto tray/trolley Keep POS print-out for control purpose Cover all dishes with food covers
kitchen for order readiness kitchen for order readiness

Hand completed order to RS runner

15:00 Pick-up dishes from kitchen Pick-up dishes from kitchen
Keep POS order for control purpose
Place dishes onto tray (with food Place hot dishes into food warmer
16:00
cover) (with cover)

Place cold dishes on top of cart (with

cover)
Check correctness of order before
17:00
delivering
Get approval for delivery Get approval for delivery

18:00 Deliver the order to guest room Deliver the order to guest room

Remark: * Standard: Minutes 0 - 3 Order Taking and Order Posting / Minutes 3 - 18 Preparation of Food/Drink/Mise-en-place / Minutes 18 - 25 Delivery of Order to Guest Room.
* Standard: Total delivery time not exceeding 25 minutes.
* Standard: Order taker, Room Service Waiter and Chef names will be written on tray removal card.

Code: R 062

Smile and speak in a
friendly and polite manner.
Answer in English for
foreign guests, in Chinese
for domestic guests.
Remark:
Code: R 063
ROOM SERVICE ORDER TAKING
Room Service Order Taker / Supervisor Time
Answer telephone within 3 rings 00:00
Remember guest's name when displayed on the
phone
Say: "Good Morning, Mrs. Wang, Room service, mary 00:10
speaking, may I help you?"
Recommend drinks
or wine, appetizers,
Take guest's order 00:20
soup or desserts
Conduct some up selling 01:00
Listen carefully and write all order details onto * See attached sample of captain 02:00
captain order (inclusive of: Room number, guest order
name, exact order, number of guests, name of order
taker, time order taken)
Say: "Mrs. Wang, may I repeat your order, please?" 02:10
Repeat order clearly and slowly 02:15
Ask: "How many covers shall we prepare?" 02:20
Inform guest on delivery time: "Mrs. Wang, we will 02:30
deliver your order within 25 minutes!"
Say: "If you wish anything else, please call me at any 02:35
time, my name is Mary!"
"Thank you for calling room service, have a nice stay 02:40
with us!"
Post order into POS 02:50
Hand (red) copy of captain order to waiter/waitress 03:00
Complete room service log book with all the required * See attached copy of format 04:00
details
* Standard: See Standard Manual.
* Standard: All drink orders shall be delivered within 15 minutes.
* Attached find a copy of captain order / room service delivery logbook.
 HOLIDAY INN CENTRAL PLAZA BEIJING
ROOM SERVICE TRAY & TROLLEY COLLECTION PROCEDURE

Room Service Waiter/Runner Room Service Order Taker Room Attendant

Check every full hour (use Room

Service Delivery Logbook) on all Receive call from room
attendant Inform order taker when uncollected
outstanding tray/trolley collections
tray/trolleys are found in guest room

If room service is not collecting

Write down (outstanding) tray/trolley
trays/trolleys within 10 minutes, move
collection room numbers on piece of paper
the tray/trolley to lift landing area

Collect soiled trays / trolleys from

Hand paper to waiter/runner for collection
concerning guest floors/rooms

Move all soiled dishes to dishwasher

Return untouched (reusable) food

times or condiments to kitchen and RS
pantry

Use tray removal card to identify the

room number

Update RS Delivery Log book under

Inform order taker on collected room
columns: Time of Equipment Collected &
numbers
Name of Collector

Remark: * Standard: Trays and Trolleys must be collected within one hour of delivery from guest floor/room and every full hour.
* Standard: Do not call - disturb guest in his room and require tray / trolley removal.

Code: R 064