ROOM SERVICE

WELL-MANAGED ROOM SERVICE:

Prompt & courteous response to calls

Correctly filled orders Efficient & quick delivery of

orders Tactful & courteous staff to

deliver Staff adhere to safety rules Hot & cold f & b delivered at

correct temperature Prompt removal of trays &

equipment

WHY DON’T WE LIKE ROOM SERVICE?

We don’t make money & we have to have it

Labor cost is high – always on the ready

Kitchen & production: not the main priority

Transporting food is a pain Retrieving equipment is a pain Equipment is expensive Tableware commonly disappears or

goes missing for long periods of time

WHY? CONT’D

Communication problems with guests; language, misunderstanding

Order taking problems No up-selling possible Within-guest room

service challenges We might have to do it

24/7

ROOM SERVICE DEPARTMENT STAFFING:

Room Service Manager Assistant Room Service Manager Room Service Captain – in charge of order

takers, attendants, buspersons; supervise suites; inventory; attend to VIP’s

Room Service Order Taker – guest contact person

Room Service Attendants – checks & delivers orders; station set-up;

Buspersons – set up station in production area, assemble orders, pick up, clean equipment, set up suites, etc.

ROOMSERVICE PROCEDURES:

Pre-Prep Procedures Take the Order –

manual/electronic; phone skills of order taker

Route the order to station for preparation; timing

Prepare the order; timing Deliver the order in

approximate sequence received; timing

TAKING THE ORDER:ALL STAFF SHOULD KNOW: Proper pronunciation of

menu items Menu specials of day Signature/feature items Menu items in/out of season Ingredients/methods of prep Prices Alcohol & other beverages

that compliment items

DELIVERING THE ORDERHOW TO GET IT

THERE: Transport on cart Dumbwaiters Designated elevators Flying kitchen – well

equipped elevators moving between floors

Service attendants assigned to a floor; carts are dropped and they deliver

SERVICE PERSONNEL & TRAINING:

1. Set up meal when it is delivered; tableside prep/service

2. Explain procedures to retrieve items

3. Present guest check & secure payment

4. Open & serve wine5. Provide “hospitality”

attitude versus rushing back out the door

ROOM SERVICE FOR PETS!

OTHER ROOM SERVICE DEPARTMENT DUTIES:

Uncork & serve both sparkling & non-sparkling wine

Arrange & deliver special “amenities” Courtesy cards – placement Special “equipment” needed with a meal;

tableware, napkins, etc. Welcome cards Deliver bar set-ups VIP coffee service Set up Hospitality Suites for group business

ROOM SERVICE MENU OPTIONS

Offer fewer items that cost more than dining room item counterpart

Offer items from restaurant menu that will hold up in transport & delivery

Feature items not on standard menu Use dining room menu + other types

of desired menu items; coffee shop menu

WHAT ABOUT THAT MENU?

Readily available in room or video ordering (TV)

Multiple languages if appropriate Menu design can influence purchases Tent cards Provide breakfast menu with turn-down

service Doornob menu Phone number easily identified Hours: 24/7 or ???

EQUIPMENT Carts to transport Special heating/transport

equipment for hot foods Special cooling/transport

equipment for cold foods Sanitation VIP Lids, etc., for drinks/spillage Placemats, tray “décor” (flowers)

CARTS………

CARTS……….

FORECASTING & EMPLOYEE SCHEDULING -

FACTORS Occupancy rates create a derived

demand # of guests traveling with an

expense account # of convention & business groups

in-house # of guests who receive continental

breakfast with room rate

WHICH FAMOUS HOTEL WAS FIRST TO OFFER ROOM SERVICE?

AND THE MENU, PLEASE…