1. ROOM SERVICE

3. 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

4. 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

5. 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

6. 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.

8. 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

9. 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

12. 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

13. ROOM SERVICE FOR PETS!

14. 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

15. 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

16. 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 ???

19. 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)

20. CARTS………

21. CARTS……….

22. 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

23. WHICH FAMOUS HOTEL WAS FIRST TO OFFER ROOM SERVICE?

24. AND THE MENU, PLEASE…