CBLM FBS Core 5

COMPETENCY-BASED LEARNING MATERIALS
SECTOR: TOURISM
QUALIFICATION: FOOD AND BEVERAGE SERVICE NC II
UNIT OF COMPETENCY: PROVIDE ROOM SERVICE
MODULE TITLE: PROVIDING ROOM SERVICE
PREPARED BY: JELLANE M. SEÑORA
INFOTECH DEVELOPMENT SYSTEMS COLLEGES

Dunao, Ligao City
Food and Beverage Service NC II
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code
Prepare the dining Preparing the dining

1. room/ restaurant area room/ restaurant area TRS512387
for service for service
Welcome guests and Welcoming the guests

2. take food and beverage and taking food and TRS512388
orders beverage orders
Promote food and Promoting food and

3. TRS512389
beverage products beverage products
Provide food and Providing food and

4. beverage services to beverage services to TRS512390
guests guests
5. Provide Room Service Providing room service TRS512391
Receive and handle Receiving and handling

6. TRS512392
guest concerns guest concerns
CBLM on Food and Document No

Beverage Service Date Developed:
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Provide Room JELLANE M.
Service SEÑORA Revision # 01
HOW TO USE THIS COMPETENCY- BASED LEARNING
MATERIALS
Welcome!
The unit of competency, "Provide Room Service", is one of the competencies
of Food And Beverage Service NC II, a course which comprises the
knowledge, skills and attitudes required for a TVET trainer to possess. The
module, Providing Room Service, contains training materialsand activities
related to identifying learner’s requirements, preparing sessionplan,
preparing basic instructional materials and organizing learning andteaching
activities for you to complete. In this module, you are required to go through
a series of learning activities in order to complete each learning outcome. In
each learning outcome are Information Sheets, Self-Checks, Task Sheets and
Job Sheets. Follow and perform the activities on your own. If you have
questions, do not hesitate to ask for assistance from your facilitator.
Remember to:
Read information sheets and complete the self-checks. Suggested

references are included to supplement the materials provided in this
module.
Perform the Task Sheets and Job Sheets until you are confident that your
outputs conform to the Performance Criteria Checklist that follows the
sheets.
Submit outputs of the Task Sheets and Job Sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall
serve as your portfolio during the Institutional Competency Evaluation.
When you feel confident that you have had sufficient practice, ask your
trainer to evaluate you. The results of your assessment will be recorded in
your Progress Chart and Accomplishment Chart. You must pass the
Institutional Competency Evaluation for this competency before moving to
another competency. A Certificate of Achievement will be awarded to you
after passing the evaluation. You need to complete this module before you
can perform the module on Receive and handle guest concerns.

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MODULE CONTENT
UNIT OF COMPETENCY Provide Room Service
MODULE TITLE Providing Room Service
MODULE DESCRIPTOR: This module covers the knowledge, skills and

attitude required in providing room service in commercial accommodation
establishments
NOMINAL DURATION: 40 hours
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
 Take and process room service order
 Set-up trays and trolleys
 Present room service meals and beverages to guest
 Present room service accounts
 Clear room service area
ASSESSMENT CRITERIA:
1. Answer telephone with proper telephone etiquettes
2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate
5. Advise clients of approximate time of delivery
6. Records service orders according to establishment’s standards
7. Interprets room service orders received from doorknob dockets
8. Promptly transfer orders in appropriate location for preparation
9. Prepare food and beverage items in accordance to establishment
standards
10. Prepare general service equipment’s according to establishment
standards
11. Set up trolleys and trays for variety of meals in accordance to set-
up presentation and establishment standards
12. Selects and checks equipment and materials for cleanliness and
damages
13. Food and beverages are promptly collected based on establishment
procedures
14. Checks orders before leaving the kitchen for delivery
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15. Knocks guest’s room courteously
16. Greets guest upon entry of the room in accordance to
establishment’ standards
17. Consults guest as to where the tray is laid or where to position
trolley inside the room
18. Check guest account accurately
19. Presents account in accordance to establishments’ procedures
20. Presents cash payment to cashier for processing in accordance to
establishments’ guidelines
21. Presents charge accounts to guest for signing based on
establishments’ procedures
22. Checks and clear floors in accordance with establishment’s policy
and guidelines
23. Returns trays and trolleys to the room service in accordance to
company procedures
24. Re-stocks food and beverage and equipment in accordance to
establishment’s policy

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LO 1. TAKE AND PROCESS ROOM SERVICE ORDERS
1. Answer telephone with proper telephone etiquettes
2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate
5. Advise clients of approximate time of delivery
6. Records service orders according to establishment’s standards
7. Interprets room service orders received from doorknob dockets
8. Promptly transfer orders in appropriate location for preparation
CONTENT:
1. Taking room service orders
CONDITIONS:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies

Telephone Pen and paper
Guidelines
Instructions
METHODOLOGY:
 Modular (self-paced)
 Electronic learning
 Industry Immersion
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:
 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
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Learning Experiences
Learning Outcome 1
TAKE AND PROCESS ROOM SERVICE ORDERS
Learning Activities Special Instructions
Read Information Sheet 5.1-1 in Make sure to read the information

Take and Process Room Service sheet and always memorize the
Orders materials and equipment in taking
and process room service orders
Answer Self-Check 5.1-1Selecting and Answer self-check without looking at

Setting up equipment the answer key.
Compare answer using answer key 5.1- Take note of the important details
1 especially to items that you forgot to
answer correctly.

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Information Sheet 5.1-1
Taking Room Service Order
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Demonstrate taking room service order
2. Discuss about taking room service order
3. Enumerate the equipment and materials in taking room service
order
In this information sheet, you will learn how to prepare for a room
service call. Also, you will learn how to greet the guests, take their orders
and compute for their bill.
Your work station
As a Room Service Attendant, you will be working at your work

station in handling guest orders so make sure to be familiar with the
common equipment. Also, you will not be the only one to utilize these
equipment so handle them with care. Here are the common items that you
will use:
1. Telephone – This will be your main equipment in communicating

with the guest. As soon as you enter the work station, check the
phone if it is working properly.
2. Calendar – Know the date. Your orders are not always delivered on
the current day, there are cases when some guest orders in advance
and asks for it to be delivered on a specific time and date.
3. Clock – As a room service attendant, you should highly value the

time of the guest. As soon as you are on duty, always be aware of
the current time. Avoid late delivery of food to the guests.

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WORK STATION
ORDER SLIP

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ROOM SERVICE MENU
Materials needed before the guest calls
In taking the call, you first need to prepare the materials stated below.
Make sure that you also have these at your workstation.
1. Pen or Pencil – You can’t memorize everything. You are dealing with
a lot of information daily, so make sure to have a pen or a pencil to
take down all the information you can have.
2. Order slip – Be familiar with the order slip. This is the main item
you will be using to get the orders from the guest. You will also be
communicating the orders to the kitchen and cashier so make sure
that you have an order slip in your workstation.
3. Menu – Familiarize yourself with the menu and always have one in
your workstation so that when a customer orders, you can refer to
the menu for the details.

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Taking Guest Order
When the phone starts to ring, answer on the first ring, if possible. All
telephone calls should be answered on or before the third ring. Remember to
speak politely and clearly.
Receiving a call
Pick up the phone and greet the guest.
1. Be sure to introduce yourself and offer
greetings with a smile.
Write the guest details on the order slip.
This includes the name and room
2. number of the guest.
Sample script:
“Room Service. Good Morning!”
“This is....( mention your name) . How
may I help you?”
“May I know who is on the line please?”
“May I know your room number?”
Getting the order

Ask for the order of the guest. If you are
1.
not familiar with the order, use the
menu as reference.
“May I get your order, please?”
2. List the order details on the order slip.
You must ask for the guest preference if

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

soup for the day, chef’s recommendation.

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“Instead of sausage, would you like to try
our roasted beef?
It is one of our top sellers.”
Ask if the guest requires condiments.

5.
You may suggest salt and pepper,
mayonnaise, mustard or catsup.
“Would you like any preferences for your
condiments?”
Ask for additional orders and confirm

delivery time once the order is final. You
6.
should inform the guest of when the food
would be served to their rooms.
“Do you have any additional order?”
“Your food will be available in 15
minutes. Would you want us to deliver it
right away or on a specific time?”
Recapping and confirming the order

Recap the order by stating each item the
1.
guest requested.
“May I repeat your order, .”
“Did I get your order right, ma’am?”
Compute for the total amount of order

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

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

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Closing the call
Thank the guest and ask for any
1. additional assistance. If none, you may
end the call.
“Thank you for your order, ma’am. Is
there anything else that I can help you
with?”
“Thank you for calling room service.
Have a nice day.”
Posting an Order Slip
After taking the order of the guest and closing the call, you need to
give the filled out order slip to the kitchen staff so that preparations can be
made early and to ensure that the food will be delivered on time. After
handing the slip, the chef will do all the work and you will be notified once
the food is ready to be delivered.

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Self- Check No. 5.1-1
Enumeration :
1. Give the materials needed before the guest call.

2. Give the common equipment’s in your workstation.

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ANSWER KEY No. 5.1-1
1. Pen or Pencil
Order Slip
Menu
2. Telephone
Calendar
Clock

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LEARNING OUTCOME NO. 2
SET-UP TRAYS AND TROLLEYS
Contents:
1. Equipment and material selection and set-up
Assessment Criteria
1. Prepare food and beverage items in accordance to establishment

standards
2. Prepare general service equipment’s according to establishment
standards
3. Set up trolleys and trays for variety of meals in accordance to set-up
presentation and establishment standards
damages
procedures
Conditions
The participants will have access to:

butlers Trolley hand towels
condiments pen and paper
cutlery beverages
glassware
Assessment Method:

 Direct Observation

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Learning Outcome 2
SET-UP TRAYS AND TROLLEYS

Read Information Sheet 5.2-1 in Memorize the equipment’s and its use.
Selecting and Setting up equipment
Answer Self-Check 5.2-1Selecting and Answer self-check without looking at
Setting up equipment the answer key.
Compare answer using answer key 5.2- Take note of the important details
1 especially to items that you forgot to
answer correctly.
View Multimedia Presentation in Setting Ask your trainer the available video
up equipment’s and power point presentation
Perform Task Sheet 5.2-1 on trays and Always observe proper handling of
trolleys set up equipment’s to avoid breakage.
Rate your own performance using Repeat the task if you fail to achieve
performance criteria checklist 5.2-1 the criteria.

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Information Sheet No. 5.1-2
Selecting and Setting up equipment
1. Prepare food and beverage items in accordance to establishment standards
2. Prepare general service equipment’s according to establishment standards
3. Set up trolleys and trays for variety of meals in accordance to set-up
presentation and establishment standards
4. Selects and checks equipment and materials for cleanliness and damages
procedures
This information sheet will cover the knowledge, skills and attitude required
in selecting and setting up equipment’s in providing room service.
General Rules on Table Service

 If possible serve all plated food from the
right and bread/butter and salad from the left
side, unless it is difficult to do so.
 Clear table from the right side of guest or
in front of the table.
 Use your farthest hand when serving.
 Remove from the table all equipment not
relevant to the food ordered.
 If you set-up for 4 people and there
are only 2 guests, remove the set up for the two
covers.

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Different types of crockery and their sizes
1. A soup plate :- 20 cms

in diameter and used for the
service of thick soups.
2. B and B plate (Side
plate) :- 15 cms in diameter
use for the service of bread
and butter.
3. A Fish plate :- 20 cms
in diameter used for service of
fish items and hors d ‘oeuvres.
4. A Dessert plate ( Sweet
plate ) :- 18 cms in diameter
and used for the service of
desserts.
5. A Meat plate ( Joint
plate / dinner plate / main
course plate ) :- 25 cms in diameter and used for the service of main
courses only.
6. A Cereal Bowl :- 13 cms in diameter used for the service of cereals
(cornflakes, wheat flakes, chocoflakes, etc), puddings, compotes.
7. Cheese plate :- 16 cms in diameter used for the service of cheese and
biscuits.
8. Consommé cup :- Used for the service of thin soups only.
9. Coffee cup :- It has a capacity of 10 cl and is used for the service of black
coffee only. It is also referred to as a demi – tasse cup.
10. Tea cup :- 19 cl capacity used for the service of tea and coffee
11. Joint Plate- 10″ diameter

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Glass Wares
Highball glass: These straight-sided, tall glasses are used for mixed drinks that
have a higher percentage of mixers than alcohol, such as gin and tonic, scotch and soda or
bourbon and water. They hold between 8 and 12 ounces. These are a must-have for your
home bar.
Juice glass: Juice glasses are small, usually straight-sided glasses used for orange or other
fresh juices. Many other shapes are also called juice glasses, including V-shaped or flask-
shaped small glasses. Every home should have juice glasses. These are dishwasher-safe
drinking glasses.
Shot glass: These small, straight-sided glasses are a popular collector’s item. They are used
for serving small drinks of hard liquors such as whiskey or vodka, or certain strong mixed
drinks. Shot glasses are also used for measuring alcohol when mixing cocktails, and hold
1.5 ounces. Your home bar should have at least a couple of these.
Water glass: A water glass can be any glass used for every day purposes. Generally taller
than a juice glass, and often rounded with straight sides, water glasses are available in
many different colors and designs. An essential for your kitchen. These are often shatter-
proof drinking glasses.

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Whiskey tumbler: This is a small glass with no stem, used for whiskey or other hard
liquors. Most have curved sides rising up to a narrow opening. The base can be either flat
or have a small foot. Most hold around 6 ounces.
Champagne coupe: Also called a champagne saucer, this is the shallow, broad
champagne glass used for dry champagnes. It has a long stem, and commonly holds 6 to 9
ounces.
Champagne flute: The commonly used champagne glass, a flute has a long stem and a
narrow shape rising up to a slightly narrowed lip. The champagne flute is designed to
maintain the carbonation of the drink. Typically, they hold 6 to 8 ounces.
Cocktail glass: Sometimes called a martini glass, a cocktail glass is a V-shaped glass with a
stem. Used for many mixed drinks that is not served over ice. Most hold between 4 and 8
ounces. This is a must-have for your home bar.
Wine glass: The familiar stemmed glasses used for serving wine. Red wine
glasses are slightly fatter and rounder than white wine glasses. Generic wine glasses are
normally the red wine style. Most wine glasses hold between 8 and 12 ounces.

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Once the guest has given his order, complete the table set up
 Set up all the necessary equipment making sure each item ordered is
allotted a corresponding equipment
 If an appetizer is ordered, set up the following:
 Fish knife/fork for appetizer, cocktail fork for seafood
 If soup is ordered, set up Cream soup spoon for thick soup, Bouillon
spoon for clear soup
 If salad is ordered, Salad knife/fork, if salad is to be served as a
separate dish
Salad fork only if it is a side dish to main course
 If fresh fruit/other desert is ordered place fruit fork or dessert fork
on top of the cover
 If wine is ordered, set-up the wine glass just little below the water
goblet, white wine glass for lunch set-up and place additional red
wine glass just little below the water goblet followed by the white
wine glass for dinner set-up
Basic Table Set-up

 Check tables and chairs for cleanliness, condition and position. Replace
damaged/dirty items with fresh ones
 Check all equipment for cleanliness and condition
 Collect all needed equipment

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Table set up for breakfast
 Place the folded
napkins at the center of the
cover with no show plate or
under liner
 Place the dinner knife
on the right side of the
cover and the dinner fork
on the left. The distance
between them should be
wide enough (about 11”) to
be able to contain the
dinner plate. The tip of the
knife and fork should be 1
inch from the edge of the
table
 Place water goblet on
top of the dinner knife at a
distance of ½ inch
 Salt/pepper shakers, ashtray, are to be placed at the center of the table,
flower vase at the centermost part
 Place bread plate on the left side of the cover, beside the dinner fork
 Put the cup and saucer with teaspoon on the right, beside the dinner
knife.
Table set-up for Lunch
1. Setup the Center Piece
a. Place the center piece at center of
the table
b. Place the SS on left side of the center
piece
c. Place the creamery set at the right
side of the center piece
2. Setup the Plates and Napkins
a. Place a folded napkin at the center of
the breakfast plate.
b. Place a bread plate and butter knife
on the left side
c. Place a cup and saucer with the
teaspoon to the right.
d. Place a soup plate on top of the
dinner plate.

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3. Setup the Flatware
a. Place a dinner fork, salad fork, and cocktail fork at the left of
dinner plate.
b. Place dinner knife, salad knife, soup spoon at the right side of
the dinner plate.
c. Place a dessert fork and spoon on top of the dinner plate
4. Setup the Glassware
a. Place a water goblet on top of dinner knife
b. Place red wine and white wine glasses to the right slightly
lower than the water goblet
Dinner Table Set up

1. Setup the Center Piece
a. Place the center piece at center of
the table
b. Place the Salt and pepper shaker
on left side of the center piece
c. Place the creamery set at the right
side of the center piece
2. Setup the Plates and Napkins
a. Place a folded napkin at the center
of the breakfast plate.
b. Place a bread plate and butter
knife on the left side
3. Setup the Flatwares
a. Place a dinner fork at the left of
dinner plate.
b. Place a dinner knife at the right side of the dinner plate.
c. Place a dessert spoon on top of the dinner plate
4. Setup the Glassware
a. Water goblet at the right side on top of dessert knife
b. Place red wine and white wine glasses to the right slightly
lower than the water goblet
Tableware is a Food and Beverage Service Equipment term used to denote flat
cutlery and hollowware. It may be analyzed as follows:-
 Flatware :- all forms of spoons and forks.

 Cutlery – all knives and other cutting Food and Beverage Service
Equipment.
 Hollowware – any item made from silver apart from flatware and cutlery eg
:- teapots , milk creamers, entrée dishes etc
 Stainless steel is the most used metal in the making of cutleries because it
is the most durable and does not need any special cleaning methods.

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 After being washed in the machine each individual piece of cutlery must
be checked and polished.
 When storing silverware cutlery make sure that it is stored properly (
usually in baize lined drawers ) because they tend to scratch very easily.
 A normal cover consists of the following
 a large knife and a large fork
 a fish knife and a fish fork
 a dessert spoon and a dessert fork
 a soup spoon
 a bread and butter knife. 13.Demitasse Cup:- 31/2 oz
Room Service Trays and Trolleys

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Breakfast Basic Set Up On The Tray
These are the step by step what you
need to do on Breakfast Basic Set Up
On The Tray preparation.
Be very focus in every detail because
these steps will make your routine
operation very effective and efficient.
Will anticipate guests complain and
guard your company standard of
performance in an excellent way.
These standards could be vary depends on your company situation and
conditions but these guide of Breakfast Basic Set Up On The Tray is used in so
many 5 stars hotel all around the globe and been tested for many years with so
many compliments earns. Focus on the detailskey before you deliver anything to
the guests’ room and start your service role. Teamwork will make your service
PERFECT!
• Tray is ready with neat and clean tray mat.

• Set up the tray with following things.
• Flower vase on the tray
• Salt &Pepper
• Sugar bowl (white sugar, brown sugar, sweet low and candela)
• Preserves and butter before you pick up the food
• B&b plate .
• Cutlery folder ready with bread and butter knife Main course fork and knife
and dessert spoon.
• Coffee cup with underliner and tea spoon
• Milk creamer with the coffee or tea orders as per the guest requirements.
• Juice glass.
• All hot and cold food should be covered with the plate cover as soon as
picked from the kitchen.
• Service napkins to be used for placing hot food or for other services
• The main differences between laying a tray and a table for the service of
breakfast are as follows:
• A tray cloth replaces the table cloth
• Under plates are usually left out because of lack of space and to reduce
weight
There will be no ashtray or table number on the tray.

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Trolley and Tray Setup Standard
As all IRD orders must be delivered on a trolley or tray, the setup
must be consistent on each one. Attention to detail is essential
and will assist in the speed of preparation of the IRD’s. Procedure:
1. All trolleys and trays should be covered with a clean, pressed
tablecloth of suitable size.
2. The trolley / tray should then be setup with the following base
setup:
a. Flower vase.
b. Salt and pepper shakers.
c. Side plate and cutlery.
d. Main course plate and cutlery.
e. Napkins.
f. Toothpick holder and toothpicks.
g. Delivery clearing card.
3. Once the base setup has been done, the room service team member will adjust it as
required by the guest order.
4. All hot food should be kept in the hot box, correctly setup.
5. All food should be covered prior to being delivered to the guest room.
6. All trolleys and trays should be checked for correct and complete setup prior to being
delivered to the guest room.
Clean Service Trays:
 Clean the In room dining area.

 Wash trays in the dish room.
 If the trays are cork-lined, rub the cord with lemon wedges to remove
odors. Then let the trays stand for a few minutes before washing.
 Spray trays with hot water to remove food residue.
 Spray the trays with an approved sanitizing solution. Then Stack them
upside-down at right angles to allow them to air dry.
Clean room service carts / trolley:
 Remove all equipment’s and supplies from the carts.

 Use a clean cloth and a sanitizing solution to wipe the carts, including the
helves legs and wheels.
 Polish the carts with a clean, dry cloth.
 Replace equipment and supplies.
 Report any squeaky wheels to maintenance staff members or stewards
immediately, so they can fix the carts quickly.
Present Trays and carts / trolley:
 Organize and present trays’ and trolley before the meal period begins.

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 Prepare the trays for service in the rooms: trays with basic set-up [for
serving Continental breakfasts and light meals (for a maximum of 2
people).
 Place tablecloths neatly over room service carts.
 Prepare the trolleys for service in the rooms: trolleys with basic set-up for
serving American breakfasts and multi-course meals.
 Items you place on the tray or cart include salt, pepper, ketchup sugar,
artificial sweetener etc. Make sure each item is clean before placing it on to
the cart or tray.
 Wipe containers with a clean cloth if necessary.
 Follow the tray and cart setup charts to place items on trays and carts.
 Clean the heating boxes and keep a few of standby: all heating boxes are
heated with electric power.
 Replenish all condiments.
 Prepare all the operating equipment and install it in the appropriate areas.
 Chinaware, flatware, hollowware, glassware and linen must be sufficient in
quantity and polished according to hotel policy standards.
Mise en place (French pronunciation: [mi zɑ̃ ˈplas]) is a French

culinary phrase which means "putting in place", as in set up. It is used in
professional kitchens to refer to organizing and arranging the ingredients
(e.g., cuts of meat, relishes, sauces, par-cooked items, spices, freshly
chopped vegetables, and other components) that a cook will require for the
menu items that are expected to be prepared during a shift.[1] The practice
is also effective in home kitchens

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Self- Check No. 5.2-1
A. Multiple Choice: Read the question carefully and encircle the letter that
corresponds to the correct answer.
1. In a table set up for lunch, where will you place the water goblet?
a. At the centermost of the table
b. on top of dinner knife
c. on top of the dinner plate
2. What is the distance between dinner knife and dinner fork?

a. 11 inches
b. 5 inches
c. 15 inches
3. In setting up the flat wares, where will you place the dinner knife, salad
knife, soup spoon?
a. At the right side of the dinner plate.
b. At the left side of the dinner plate.
c. on top of the dinner plate
B. Enumeration: List down the equipment needed for table set up given in each
number.
4. Table set-up for breakfast
5. Table set-up for dinner

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ANSWER KEY No. 5.2-1
1.b
2. a
3. a
4.a.dinner plate
b. bread & butter plate
c. cup & saucer
d. breakfast juice glass
e. water goblet
f. butter spreader
g. dinner fork
h. teaspoon
i. dinner knife
j. cereal bowl
k. table napkin
5. a. Salt and pepper shaker
b. folded napkin
c. bread plate and butter knife
d. dinner fork
e. dinner knife
f. dessert spoon
g. water goblet
h. dinner plate
i. red wine glass
j. white wine glass
k. Champaign flute glass

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TASK SHEET No. 5.2-1
Title: Trays and Trolleys set up

Performance Objective: Given required supplies and materials you
should be able to:
damages
2. Identify the equipment needed in setting up trays and trolleys for
room service
3. Set up of trays and trolleys
Supplies/Materials : hand towels, pen and paper, beverages,
butlers, condiments, cutlery, glassware
Equipment : Trolley
Steps/Procedure:
1. Ask your trainer to provide you with needed materials and
equipment
2. Prepare and check the needed materials
3. Set up trolley and tray for a room service American breakfast.
4. Show it to your trainer for evaluation.
Assessment Method:
Observation
Demonstration
Interview

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Performance Criteria Checklist No. 5.2-1
CRITERIA
YES NO
Did you….
1. Prepare food and beverage items in accordance to
establishment standards?
2. Prepare general service equipment according to
3. Set up trolleys and trays for variety of meals in
accordance to set-up presentation and
4. Selects and checks equipment and materials for
cleanliness and damages?
5. Food and beverages are promptly collected based
on establishment procedures?
6. Checks orders before leaving the kitchen for
delivery?

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LEARNING OUTCOME NO. 3
PRESENT ROOM SERVICE MEALS AND BEVERAGES TO THE GUESTS
Contents:
1. Room service meal delivery and serving

Assessment Criteria
1. Knocks guest’s room courteously

2. Greets guest upon entry of the room in accordance to establishment’
standards
3. Consults guest as to where the tray is laid or where to position trolley
inside the room
Conditions
The participants will have access to:
1. Trays
2. Trolley
3. Toasters
4. Warming Equipment/lids
5. Linen
6. Glassware
7. Table Appointments
Assessment Method:
1. Interview (oral/ questionnaire)

2. Observation
3. Demonstration of Practical Skills
4. Written examination

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Learning Outcome 3
Present Room Service Meals and Beverages to Guest

Read Information Sheet 5.3-1 in Make sure to always memorize the
Presenting room service meals and proper sequence in room service
beverages to guest meal delivery.
Answer Self-Check 5.3-1 Answer self-check without looking
Presenting room service meals and at the answer key.
beverages to guest
Compare answer using answer key In case you fail to answer correctly,
5.3-1 take note of the correct answer
View Multimedia Presentation in Full attention on the video
Room service meal delivery and presentation is required
serving
Perform Task Sheet 5.3-1 on Observe safety on handling with the

Present room service meals and service ware is required
beverages to guest Demonstrate the steps base on
standard operational procedure.
performance criteria checklist 5.3- the criteria.
1

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Information Sheet 5.3-1
PRESENT ROOM SERVICE MEAL DELIVERY AND SERVING
1. Enumerate the proper sequence in room service meal delivery
2. Recognize different table set-up
3. Present room service account
This information sheet will cover the knowledge and skills required in
the provision of food and beverage service particularly in the guest
room of a commercial accommodation establishment.
Entering a guest room

Respect for a guest privacy is primary consideration when entering a
room. The following procedure may apply upon entering a guest room.
1. Approach the door quietly.

2. Knock the door firmly and say, “Room Service” clearly.
in knocking the door according to the hotel rules knock only 3 times.
3. Listen to the guest response and react accordingly. If there is no
response, knock and announce “Room Service” again. Don not enter the
room until the guest open the door or you have been asked to enter.
Reference:http://www.slideshare.net/Frankenstein111/room-service-
43618012

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4. When you enter have entered, address the guest by the name.
“ Good Morning,(Guest Name), Here is your room service order”
Continue to use the guest surname while making polite conversation
throughout the room service
procedure.Reference:http://www.slideshare.net/Frankenstein111/room-
service-43618012
5. Ask where to set-up the order

“Mam or Sir where would you like me to set up your order?”

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Serving of Room Service Meal
1. Ask the guest if he or she want to serve the food.

“Mam or Sir , would you like me to serve your food ?”
After the guest agree to serve the food set-up the food in Table Set-up for
Breakfast if the guest ordered a breakfast meal ,Table Set-up for Lunch if
the guest ordered a lunch meal. And Table Set-up for Dinner if the guest
ordered a dinner meal.
Example of Table Set- Up for Breakfast
Example of Table Set-Up for Basic Lunch

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Example of Table Set-Up for Dinner
Reference : googleimages.com.ph
2. Serving of Food

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 Remove the hot food from the hot box or service tray and place it on
the table.
 Place entrée plate so that the main items are closest to the guest.
 Place side dishes to the left of the entrée plate.
 Remove the foil or plate covers from the hot foods.
 Place condiments within the guest’s reach, but out of his or her way.
After placing all the orders and removing all the foil or food cover
present the food to the guest.

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3. Serving of Beverages
 Ask the guest if she or he want you to serve his or her coffee
“Mam or Sir would you like me to serve your coffee”
 Serve the coffee
 Remove the cover of the juice glass and water goblet
After all the food and beverages has been served .Wish the guest a
enjoyable and a happy meal.

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4. Offer the guest additional assistance
“Mam or Sir , would you like me to open your curtain to brighten up
your room ?”
“Mam or Sir , is there anything else I can do for you?”
5. Presenting of account or Bill for signature.

“Mam or Sir , here is your room service account”
6. Ask the guest what time you will come back to clear his or her
used dishes.
“Mam or Sir , when would you like me to come back to clear your
soiled dishes?”
7. Bid goodbye to the guest in a friendly but courteous manner.

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After bidding goodbye to the guest bring the room service trolley or
tray with you and also the signed room service account and present
the account for the cashier.
Reference:http://www.slideshare.net/Frankenstein111/room-service-
43618012

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Self- Check 5.3-1
A. Multiple Choice: Read the question carefully and encircle the letter
that corresponds to the correct answer.
1. How many times will you knock the door of your guest according to
the hotel rules?
a. 5
b. 3
c. 2
d. 1
2. What table set-up will you perform when your guest ordered a
breakfast meal?
a. Table set-up in Basic Lunch
b. Table set-up in Breakfast
c. Table set-up in Dinner
d. All of the above
3. Room service account refers to:
a. Bill
b. Order slip
c. None of the above
4. What question will you ask if you offer a additional assistance to
the guest?
a. “Mam or Sir , when would you like me to come back to clear
your soiled dishes?”
b. “Mam or Sir , is there anything else I can do for you?”
c. “Mam or Sir , would you like me to serve your food ?”
d. “Mam or Sir where would you like me to set up your order?”

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ANSWER KEY 5.1-3
1. B
2. B
3. A
4. B

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Task Sheet 5.1-3
Title: PRESENT ROOM SERVICE MEAL DELIVERY AND SERVING
Performance Objective: Given required supplies and materials you

should be able to:
1.Apply the proper sequence in room service meal delivery
2.Perform at least one in the different table set-up
Supplies/Materials :Linen, Glassware and Table appointments
Equipment :Trolley or Tray, Toasters, Warming

equipment’s/lid
Steps/Procedure:
5. Ask your trainer to provide you with needed materials and
equipment’s.
6. Prepare and check the materials needed.
7. Demonstrate room service meal delivery and serving in lunch
table set – up.
8. Show it to your trainer for evaluation.
Assessment Method:
Observation
Demonstration of Practical Skills
Interview(Oral/Questionnaire)

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Performance Criteria Checklist 5.1-3
CRITERIA
YES NO
Did you….
1. Prepare the equipment and materials needed

before you perform?
2. Apply the proper sequence in room service meal

delivery?
3. Perform at least one in the different table set-up?
4. Demonstrate room service meal delivery serving in

lunch table set-up?
5. Present room service account?

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LO 4. PRESENT ROOM SERVICE ACCOUNTS
1. Check guest account accurately
2. Presents account in accordance to establishments’ procedures
3. Presents cash payment to cashier for processing in accordance to
establishments’ guidelines
4. Presents charge accounts to guest for signing based on
establishments’ procedures
CONTENT:
1. Billing of guest
CONDITIONS:

Pen and paper
Cashier’s receipt
guidelines
instructions
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation

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Learning Outcome 4
Present Room Service Accounts
Read Information Sheet 5.1-2 in Make sure to properly read and

Selecting and Setting up equipment understand the information written
in the information sheet

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Present Room Service Account
1. Apply the process in presenting the room service account to the
guest.
In this Information Sheet, you will learn the procedure of room service
delivery. This will include settling the bill of the guest and asking the time
for the clean up.
1. Verify room Service Documentation prior to presentation to

guests
Introduction
The method of payment is confirmed when order is taken. Room service
deliveries will require room service staff to obtain a signature from the
guest for the items delivered and confirm if it's to be charged to the room
account. In some cases the guest may wish to pay on delivery, and if they
use cash then room service staff will need to issue a receipt.
Account Docket/bill should include:
 Room Number
 Registered Guest Name
 Account type, Paid on delivery by credit card or cash or charged to the
guests room account
 Delivery time /date
 A List of items and the cost of each. Including any surcharges such as
delivery fee
 Total cost.
Before the account is presented to the guest for signing, it is part of a
room service waiter's job to make sure it is accurate. Always check the
details.
Checking is usually done in the kitchen prior to delivering the tray/trolley
and it involves:

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 Checking to ensure that only what is delivered is charged for, there
may be a shortage of an item or it may be unavailable
 Always check items that are advertised as being “free of charge” are not
charged for, such as the wine that was part of the weekend package.
Ensure that any special deals that may apply via package deals have
been factored in such as breakfast. Check that correct and current
prices have been used and make sure that all “extras” that can
ethically be charged for, have been included ensuring the accuracy of
all extensions and additions
 It's important to re-check the room number and guest name against
the list of In House guests.

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2. Present room service account to guest
When room service staff have delivered an order and
completed explaining and presenting the items, the guest
will be presented with an account, offered a pen and asked
to sign as confirmation of delivery also confirming how the
account is to be settled. Most commonly guests will add
room service charges to their room account, when
presented with the account they will sign and confirm the
room number and charge to room account is confirmed.
In some cases guests will elect to pay for their room
service separately by cash or credit card.
If the Room service account is to be charged to a credit card Room service
staff will need to have the correct documentation, this may also apply if
the guest is using a voucher or gift certificate.
If a guest pays with cash then thank the guest sincerely for their payment
especially if the guest says “Keep the change”. Staff should check that the
amount tendered covers the account total.
The other alternative is that room service is paid for by a third party in the
form of a gift card or third party account. The process is the same as the
guest charging to their room. The payment needs to be recorded and a
receipt issued.
3. Process payment of room service account

The account or bill is checked before leaving the Room service preparation
area but once the order has been delivered adjustments may have to be
made, for example the guest may, having seen the dish, decide they don’t
want it, or the beer you brought up as an alternative to the one they
ordered may not be to their liking so it has to be deducted from the
account. When all is confirmed correct the account
is presented and the guest should be asked to
check the account and then sign in the appropriate
place. Their signature verifies that the food and
beverage was received.
You must not forget to ask the customer for their
signature, as the room service docket is the only
record the cashier has to validate that the charged
amount has been paid.
The docket could be considered invalid if it does not have a signature.
When presenting the account, the customer may like to pay cash. If the
amount given requires change, and you do not carry a cash float, you

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should inform the guest that you will return with the change on the next
delivery run. The majority of guests will be happy with this process.
Before leaving the guest’s room, you should advise the guest on where to
leave the used tray for collection. Some establishments prefer guests to
ring room service; some prefer to have the tray/trolley left outside the
room: In some cases room service will return and clear the room the next
day (in cases where there may be a
Settling the bill
After serving the food, you will then need to settle the bill of the
guest. Here are the steps to follow:
1. Ask for the guest’s signature by presenting the bill folder with the
bill and the control sheet. Let the guest sign on the bill to settle
payment whether it is charged to room or through cash payment.
If the guest chooses to pay in cash, give the change to the guest
and accept the payment. Also, let the guest sign the control sheet.
You must provide a pen for the guest to use.
“May I present to you your bill and control sheet Ma’am/Sir, kindly
put your signature on the space provided”.
2. Kindly ask the guest on what time you should come back to clean
the soiled dishes.
“What time do you like me to comeback for the clean up?”
3. Thank the guest and bid farewell.

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“Thank you Ma’am/Sir. I am looking forward to serve you again.
Enjoy your meal. Please call us if there is anything you need.”
4. Leave the room quietly.

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LO 5. CLEAR ROOM SERVICE AREA
1. Checks and clear floors in accordance with establishment’s policy
and guidelines
2. Returns trays and trolleys to the room service in accordance to
company procedures
3. Re-stocks food and beverage and equipment’s in accordance to
establishment’s policy
CONTENT:
1. Clean room service area
CONDITIONS:

trays trolleys linens
toasters table appointments
warming equipment’s glassware
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation

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Learning Outcome 5
Clear Room Service Area
Read Information Sheet 5.5-1 in Make sure to properly read and

Selecting and Setting up equipment understand the information written
in the information sheet
Perform Task Sheet 5.5-1 on trays Always observe proper handling of

and trolleys set up equipment’s to avoid breakage.
performance criteria checklist 5.5-1 the criteria.

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Clear Room Service Area
1. Know how to clean the room service equipment’s or area
In this information sheet, you will learn how to clean up on the guest’s
order. You will also get familiarized with a set of procedure known as the
3S: Scrape, Segregate and Stack.
1. Remove room service trays, trolleys and service items from guest
rooms and floors.
Introduction
After room service has been delivered, used trays and trolleys need to be
collected. Room service staff will have to do a floor check to collect trays
and trolleys. This must be done regularly as trolleys and trays that are left
out in the corridors look untidy and present a risk to guests.
Checking for room service trays and trolleys is a task that needs to be
included as standard duties, so that sufficient
time is allocated for it. Usual practice is to check
floor-by-floor: if you are on a floor you may as
well check for and remove all the trays/trolleys
while you’re there.
This clearing can be undertaken at any time –
day or night – but you must remember to be
quiet when clearing, because guests may be
asleep: without sufficient care, clearing can be a
very noisy affair with cutlery, crockery and
glassware knocking into each other.
Where you clear a tray/trolley and all the items
that were delivered are not there when you clear,
the accepted practice is not to knock on the door and make enquiries.
Housekeeping may well locate the item tomorrow when they clean, or the
guest may leave it out later on.
It may also be the case that someone walking past has stolen the item. It
is common practice for housekeeping staff to report when trays and
trolleys are left in rooms or corridors. At other times the clearing of room
service trays and trolleys may be combined with other duties such as
collecting breakfast menus from door knobs, or distributing newspapers.

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2. Return room service trays, trolleys and service items to
appropriate location
Once the trays and trolleys have been collected from the rooms and floors,
they need to be returned to the room service area for dismantling,
cleaning and resetting.
Sometimes speed is essential, especially where there is a heavy demand
on limited resources - sometimes this is caused by the weather, or it can
be a special event on television or internet, a sports match or concert that
all the guests seem to want to stay in and watch or simply there are a
number of Guests who prefer to dine in their room.
The general procedure would be to unload all trays from the trolley.
Start by emptying the food rubbish into the appropriate bin or rubbish
receptacle and any recyclable items into their receptacles.
When the trolley is empty check the operational condition and safety of
trolley wipe off visible dirt and clean and sanitise trolley, store the trolley,
or reset for immediate re-use. Some trolleys will fold or concertina for
storage. Clean trolleys may be set with basic settings in preparation for
the next meal period.
Dirty linen is placed in the dirty linen basket or bag to be sent to the
laundry. There may be a document to complete especially if the linen
process requires the return of dirty items for clean.
All supplies such as salt and pepper are refilled and stored in the Room
service dry store. Items such as bud vases or bread baskets may need
separate washing or cleaning before reuse or storage.
3. Undertake ancillary duties in conjunction with clearing of room

service items.
Room Service staff work in coordination with

several other departments.
In conjunction with Housekeeping, or concierge
or guest services room service staff will deliver
special items of food or beverage such as a fruit
basket or a soft drink not found in the Mini bar
such as root beer or blood orange juice. This
can also include complimentary items for VIP or special guests such as
fruit baskets or local produce baskets. When a Guest has identified a food
allergy such as peanuts or dietary requirement such as artificial
sweetener for a diabetic room service may have to remove or change items
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in a guest room. Guests can access a wide range of news media on the
internet but still like a morning newspaper delivered with breakfast.
Room Service may need to co ordinate with Porters in the delivery of mail
or messages, Guests may receive mail or packages which may be
distributed by room service with a newspaper delivery, Porters and
housekeeping staff may assist in the collection of Breakfast doorknob
Menus and in notifying Room Service when guests have left trays and
trolleys outside their rooms or require them to be collected.
Room service staff will need to cooperate with other departments to meet
guest requests. In some establishments during the summer period room
service may be required to staff a Poolside bar and food service area. Also
serve at special dinner parties or functions with the Functions staff. In
some resorts room service may have to set up and serve a meal in a
remote location on the beach or by a lake. Guests may also request a
picnic basket or packed lunch through room service. With Groups or
tours that are taking day tours room service staff may have to provide
packed meals and travel with the group to serve.
Remove alcoholic beverages from the room to comply with religious
requirements.
Clean-up
When it is now the agreed time for cleaning the orders, here are the steps
to proceed:
1. Carry the tray and the control sheet to the guest’s room. Knock on
the door three (3) times and announce “Room service”. If there is
no answer after five (5) seconds, ring the doorbell or you can just
knock again three (3) times and announce “Room service”.
2. Once the guest opens the door, smile and offer greetings and
inform the guest that you are there for the clean up and wait until

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the guest lets you in. “Good morning Ma’am/Sir, I’m here for the
clean up, may I come in?”
3. To proceed with the clean up, scrape the leftover food and put
them on a small plate.
4. Then, stack the plates according to their sizes but do not stack
them too high.
5. Segregate the tableware and move it on the tray. Put the cup,
condiments, creamery set, coffee pot and centerpiece first. Next,
remove the plates from the table and place them on the middle of
the tray. Put the placemat last.

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6. When everything is clean, check for missing items by comparing
your list of materials written on the control sheet from the soiled
dishes. If there are any missing items, inform the guest
immediately.
7. Then pick up the tray carefully.
8. Lastly, leave the room quietly.

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Task Sheet 5.5-1
Title:
WORK PROJECT
Performance Objectives:
It is a requirement of this Unit you complete Work Projects as advised by
your Trainer. You must submit documentation, suitable evidence or other
relevant proof of completion of the project to your Trainer by the agreed
date.
Supplies:
1. Suitable evidence or other relevant proof of completion.
Equipment:
NONE
Steps/Procedure:
1. Research and Identify

2. Guests request
3. How to provide
Assessment Mthod:
Use the Performance Criteria Checklist

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Performance Criteria Checklist for
Task Sheet 5.5-1
Criteria YES NO
5.1 Research types and styles of room service trays and

trolleys and describe an appropriate storage location
5.2 Research the eco-friendly policy of your hotel in relation

to recycling of items cleared from room service.

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Recommended reading
IVE Josephine; Achieving Excellence in Guest Services Hospitality; Press
Melbourne
BROWN Graham & HEPNER Karon; The Waiters Handbook 4th Edition;
Hospitality Press Melbourne
HICKMAN, Alan, 2010, Provide room service: SITHFAB008A, William Angliss,
Melbourne
Websites
 http://www.slideshare.net/cary_ag/english-for-hotel-management-
module-5-room-service
 http://www.slideshare.net/husraj/17721021-
manualforfoodbeverageservice
 http://www.slideshare.net/jaycyh/room-service-9924626
 http://www.scribd.com/doc/39178552/Room-Service-Manual-Scr
 http://www.theaa.com/resources/Documents/pdf/business/hotel_servi
ces/aa_hotel_quality_standards.pdf
 http://www.google.com.au/url?sa=t&rct=j&q=&esrc=s&source=web&cd=
2&ved=0CDAQFjAB&url=http%3A%2F%2Fedoqs.com%2Fdownload%2F4
f6b72a40501cbe0d077b7f15b33fbb0&ei=vifOUpmOOoaVkQXuu4HQCg&
usg=AFQjCNF6BfyxxHK600mxbzSCx8vv0RftPw
 http://www.onlinehotelschool.com/category/room-service-training-68-
1.html

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June 16, 2016
NC II IDSC
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COMPETENCY-BASED LEARNING MATERIALS

QUALIFICATION: FOOD AND BEVERAGE SERVICE NC II

UNIT OF COMPETENCY: PROVIDE ROOM SERVICE

MODULE TITLE: PROVIDING ROOM SERVICE

PREPARED BY: JELLANE M. SEÑORA

INFOTECH DEVELOPMENT SYSTEMS COLLEGES

No. Unit of Competency Module Title Code

Prepare the dining Preparing the dining

Welcome guests and Welcoming the guests

Promote food and Promoting food and

Provide food and Providing food and

5. Provide Room Service Providing room service TRS512391

Receive and handle Receiving and handling

CBLM on Food and Document No

Read information sheets and complete the self-checks. Suggested

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UNIT OF COMPETENCY Provide Room Service

MODULE TITLE Providing Room Service

MODULE DESCRIPTOR: This module covers the knowledge, skills and

NOMINAL DURATION: 40 hours

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Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

 Interview (oral/ questionnaire)

Learning Activities Special Instructions

Read Information Sheet 5.1-1 in Make sure to read the information

Answer Self-Check 5.1-1Selecting and Answer self-check without looking at

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Your work station

As a Room Service Attendant, you will be working at your work

1. Telephone – This will be your main equipment in communicating

3. Clock – As a room service attendant, you should highly value the

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Materials needed before the guest calls

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Getting the order

2. List the order details on the order slip.

You must ask for the guest preference if

4. Offer daily specials or best sellers like

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Ask if the guest requires condiments.

Ask for additional orders and confirm

Recapping and confirming the order

Compute for the total amount of order

Confirm the payment method whether

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Posting an Order Slip

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1. Give the materials needed before the guest call.

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1. Equipment and material selection and set-up

1. Prepare food and beverage items in accordance to establishment

The participants will have access to:

Tools Equipment Materials/ Supplies

 Interview (oral/ questionnaire)

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SET-UP TRAYS AND TROLLEYS

Learning Activities Special Instructions

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General Rules on Table Service

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