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 ORDER HOW 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: Set up meal when it is delivered; tableside prep/service Explain procedures to retrieve items Present guest check & secure payment Open & serve wine 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…