COMPETENCY BASED LEARNING MATERIAL

Sector:
Tourism

Qualification:
Food and Beverage Services NC II

Unit of Competency:
PROVIDE ROOM SERVICE
Module Title:
PROVIDING ROOM SERVICE

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the competency based curriculum wherein you utilize

the module containing training materials and activities for you to
complete.
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SYSTEM
 The unit of competency “Provide Room Service” with the module
title “Providing Room Service” contains the knowledge, skills and attitudes
you are to gain so as to qualify for National Certificate Level II in Food and
Beverage Services.

You are required to go through a series of learning activities in order

to complete each learning outcome of the module. In each learning
outcome are Information sheets to help you understand the required
activities. Follow the activities on your own and answer the self –check at
the end of each learning outcome. You may remove a blank answer sheet
at the end of each module or get one from your facilitator/trainer to write
your answers for each self-check. If you have questions, don’t hesitate to
ask your facilitator to ask for assistance.

Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills
covered in this learner’s guide because you have:
 Been working for some time
 Already completed training in this area

If you can demonstrate to your trainer that you are already

competent in a particular skill or skills, talk to him/ her about having them
formally recognized so you don’t have to do the same training again. If
you have a qualification of Certificate of Competency from previous
trainings, show it to your trainer. If the skills you acquired are still current
and relevant to the unit/ s of competency they may become part of the
evidence you can present for RPL. If you are not sure about the currency
of your skills, discuss this with your trainer.

This module was prepared to help you achieve required competency

in providing link between kitchen and service area. It will also enhance
your skills in handling and checking of service wares and in carrying
plates/trays according to hotel’s standard. This will be the source of
information for you to acquire knowledge and skills in this particular trade
independently and at your own pace, with minimum supervision or help
from your instructor.

 Talk to your trainer and agree on how you will both

organize the training of this unit. Read through the
module carefully. It is divided into sections, which
covers all skills, and knowledge you need to successfully
complete this module.
 Work through all the information and complete the
activities in each section. Read information sheets and
complete the self-check. Suggested references are
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 included to supplement the materials provided in this
module.
 Probably your trainer will also be your supervisor or
manager. He/ she is there to support you and show you
the correct way to do things.
 Your trainer will tell you about the important things you
need to consider when completing activities and is
important that you listen and take notes.
 You will be given plenty of opportunities to ask
questions and practice on the lob. Make sure you
practice your new skills during regular work shifts. This
way you will improve both your speed and memory and
also your confidence.
 Talk to more experience work mates and ask for their
guidance.
 Use the self-check questions at the end of each section
to test your progress.
 When you are ready, ask your trainer to watch you
perform the activities outlined in this module.
 As you work through the activities, ask for written
feedback on your progress. Your trainer keeps feedback/
pre-assessment reports for this reason. When you have
successfully completed each element, ask your trainer
to mark on the reports that you are ready fro
assessment.
 When you have completed this module (or several
modules) and feel confident that you have sufficient
practice, your trainer will arrange an appointment with
registered assessor to assess you. The results of your
assessment will be recorded in your competency
Achievement Record.

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 LIST OF COMPETENCIES

NO. UNIT OF CORE MODULE TITLE CODE

COMPETENCY
Prepare the dining Preparing the dining TRS512387
1 room/restaurant area room/ restaurant area for
for service service

2 Welcome guests and Welcoming guests and TRS512388

take food and beverage take food and beverage
orders orders
3 Promote food and Promoting food and TRS512389
beverage products beverage products
4 Provide food and Providing food and TRS512390
beverage services to beverage services to
guests guests
5 Provide room Providing room service TRS512391
service

6 Receive and handle Receiving and handling TRS512392

guest concerns guest concerns

MODULE CONTENT
QUALIFICATION : FOOD AND BEVERAGE SERVICE NC II
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 UNIT OF COMPETENCY : Provide Room Service

MODULE TITLE : Providing Room Service

INTRODUCTION :

This module deals with the knowledge, skills and attitude required
to provide room service in commercial accommodation establishments. It
covers taking and processing room service orders, setting up trays and
trolleys, presenting room service meals and beverages to guest,
presenting room service account and clearing room service area. This role
is generally undertaken by food and beverage attendants in large
establishments but may also involve front office personnel and kitchen
staff.

NOMINAL DURATION : 80 Hrs.

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

LO 1. Take and process room service orders

LO 2. Set-up trays and trolleys

LO 3. Present and serve food and beverage orders to guests

LO 4. Present room service accounts

LO 5. Clear away room service equipment

ASSESSMENT CRITERIA:

 Answer telephone with proper telephone etiquettes

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  Check name of customer during interaction
 Clarifies, repeat and checks details accurately
 Uses selling techniques when appropriate
 Advise clients of approximate time of delivery
 Records service orders according to establishment’s standards
 Interprets room service orders received from doorknob dockets
 Promptly transfer orders in appropriate location for preparation
 Prepare food and beverage items in accordance to establishment
standards
 Prepare general service equipments according to establishment
standards
 Set up trolleys and trays for variety of meals in accordance to set-up
presentation and establishment standards
 Selects and checks equipment and materials for cleanliness and
damages
 Food and beverages are promptly collected based on establishment
procedures
 Checks orders before leaving the kitchen for delivery
 Knocks guest’s room courteously
 Greets guest upon entry of the room in accordance to
establishment’ standards
 Consults guest as to where the tray is laid or where to position
trolley inside the room
 Check guest account accurately
 Presents account in accordance to establishments’ procedures
 Presents cash payment to cashier for processing in accordance to
establishments’ guidelines
 Presents charge accounts to guest for signing based on
establishments’ procedures
 Checks and clear floors in accordance with establishment’s policy
and guidelines
 Returns trays and trolleys to the room service in accordance to
company procedures
 Re-stocks food and beverage and equipments in accordance to
establishment’s policy

Pre-requisite:

To complete this module, you must have the competency in following

the standard operating procedures in handling the different utensils used
in food and beverage services. If you still lack this competence meet your
trainer to determine what method you will use to gain such skill
COMPETENCY SUMMARY

LO1 Take and process room service orders.

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Assessment Criteria
1.1 Answer telephone with proper telephone etiquettes
1.2 Check the name of the customer during interaction
1.3 Clarify, clear and check details accurately.
1.4 Uses selling techniques when appropriate.
1.5 Advise clients of approximate time of delivery.
1.6 Record service orders according to establishments standards.
1.7 Interpret room service orders received from doorknob
dockets.
1.8 Promptly transfer orders in appropriate location for
preparation.
LO2. Set up trays and trolleys

Assessment Criteria
2.1 Prepare food and beverage items in accordance to
establishment’s standards.
2.2Prepare general service equipment according to establishment’s
2.3 Set up trolleys and trays for a variety of meals in accordance to
set up presentation and establishment’s standards.
2.4 Select and check equipment and materials for cleanliness and
damages.
2.5 Food and beverages are promptly collected based on
establishment’s procedures
2.6 Check orders before leaving the kitchen.

1. LO3 Present and serve food and beverages orders to guests

Assessment Criteria
3.1 Knock guest’s room courteously.
3.2 Greet the guest upon entry of the room in accordance to
establishment’s standards.
3.3 Consult guests as where the tray is laid or wherein to position
the trolley inside the room.

LO4 Present room service accounts

Assessment Criteria

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 4. 1. Check guest account accurately and present accounts in
accordance to establishment’s procedures.
4.2. Present cash payment to cashier for processing in accordance
to establishment’s guidelines
4.3 Present charge accounts to guests for signing based on
establishment’s procedures.

LO5 Clear room service area

Assessment Criteria

5.1 Return trays and trolleys to the room service in accordance to

company procedures.

5.2 Check and clear floors in accordance with establishment’s policy

and guidelines.

LEARNING OUTCOME # 1 TAKE AND PROCESS ROOM

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 SERVICE ORDERS
CONTENTS:
Taking room service orders via telephone
Interpreting door knob menu
Set up

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

CONDITIONS:
Students/Trainees must be provided with the following:

1. WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
• Telephone
3. TOOLS, ACCESSORIES AND SUPPLIES
• Pen and paper
• Guidelines Instructions
4. TRAINING MATERIALS
• Learning Packages

ASSESSMENT METHODS:
1. Demonstration
2. Interview
3. Written Test

Learning Experiences
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TAKE AND PROCESS ROOM SERVICE ORDERS

Learning Activities Special Instructions

1. Read Information
Sheet 5.1-1 Taking room
service orders.
2. Answer Self-Check Compare your answers with the answer
5.1-1 key.
[Link] Task Sheet Evaluate your own work using the
5.1-2 Performance criteria
Take room service order
Present your work to your trainer for
evaluation

Keep a copy of your work for the next

activities

INFORMATION SHEET 5.1-1

Taking Room Service Orders

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Learning Objective/s: After reading this INFORMATION SHEET, YOU
MUST be able to take room service order through the telephone
properly and effectively.

In answering and getting the guest’s order through the phone, you
should be courteous in answering telephone calls because this gives a
good impression to the establishment and the staff as well and it shows
that the calls are welcome.

It is not enough to memorize the steps in answering telephone calls.

It is of equal importance to actually practice or perform the task.

TAKING ROOM SERVICE ORDERS

Rationale/
Steps Procedure
Other Information
1. Lift the receiver on The mouthpiece Courteous greetings
the first ring, if should be at least ½ express with smiling
possible. inch from the mouth. voice will certainly
make a good
Identify Room Service impression.
and greet the caller
as you say:
“Room Service, good
__ This is ___
speaking. How may I
help you?”

[Link] the order and Write down and This is important to

write it down in an clarify orders as you ensure that guest’s
order slip (triplicate hear them. Ask the preferences and
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copies) number of orders and requirements are
the guest’s followed in the
(one copy of the order preferences regarding preparation. Thus,
slips goes to the the manner of complaints can be
kitchen, one for the preparation like salad avoided.
cashier and the last dressing, etc.
one is for the waiter) Get other serving
For eggs - whether instructions like
boiled poached, additional butter, etc.
scrambled, etc.
Be a good salesman.
For steaks - whether Make appropriate
rare medium rare, suggestions.
well-done.
Offer the appropriate
Whether bread be drinks or wine that
served toasted or best complement the
plain. meal.

Preferred salad If the item is out of

dressing, French, stock, Inform the
Vinaigrette or guest immediately
Thousand Islands. and suggest an
appropriate
If the guest is substitute.
undecided, Suggest
menu specialties or
chefs daily specials.

Before closing say,

“Will that be all
Sir/Madam”
3. Repeat the order. Mention the order, Repeating the order
quantity and manner helps prevent errors
of preparation. that can be a source
of complaints.
3. Verify the time of May I know the time Verification of the
delivery and the of delivery and your time of delivery/ room
room number. room number number avoid
madam/sir mistake/complaints

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SAMPLE OF ORDER SLIP
SICAT HOTEL & RESTAURANT
ORDER SLIP ( Room Service)
Date_____4/26/2016_____
Guest Name:_Kristine____________Time:___7:30 pm_______
RM #: ____702______ Time of deilvery____9:
__________ 00pm________
Qty. Item Description Amount

1 chicken cordon blue 120.00

Sandwich served Toasted/ Plain

Chicken sandwich P 80.00
1 Cheese Sandwich toasted P 80.00 80.00
Ham Sandwich P 80.00
Jam Sandwich ( pineaaple/ Strawberry) P60.00

Beverage
Soda * Coke * Fanta *Sprite P 50.00
Juice * Orange * Pineapple * 4 Seasons P 80.00
Hot coffee/chocolate / tea P80.00

total 200.00

R/S attendant: Anna-lyn B. Nieva

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 SELF-CHECK 5.1-1

Question:

1. What are the procedures in taking room service orders?

2. How will you avoid mistakes in taking room service order?

ANSWER KEY 5.1-1

1. Steps in taking room service orders through the telephone
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 A. Lift the receiver on the first ring, if possible.
 The mouthpiece should be at least ½ inch from the mouth
 Make courteous greetings express with smiling voice will certainly
make a good impression.

B. Take the order and write it down in an order slip (triplicate copies)
( one copy for the kitchen, one for the cashier and the last copy is for the
waiter)
 Write down and clarify orders. Ask the number of orders and the
guest’s preferences regarding the manner of preparation like salad
dressing, etc.
 This is important to ensure that guest’s preferences and
requirements are followed in the preparation. Thus, complaints can
be avoided.
 Be a good salesman. Make appropriate suggestions.
 Offer the appropriate drinks or wine that best complement the meal.
 If the item is out of stock, inform the guest immediately and suggest
an appropriate substitute.

C. Repeat the order.

 Mention the order, quantity and manner of preparation
 Repeating the order helps prevent errors that can be a source of
complaints
[Link] to do to avoid mistakes in taking guest order

 Repeat the order

 Verify the time of delivery and the room number

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 TASK SHEET 5.1-1

Title: Take Room Service Order

Act as call receiver for room service. Answer
Performance
phone calls promptly and courteously, and use
Objective:
the guest’s name throughout the conversation.
 Telephone
 Order Slip
Supplies :
 Menu Book/ doorknob menu
 Ball pen
Steps/Procedure:

1. Answer the phone.

2. Talk to the guest.
3. Get information/ details
4. Jot down information and orders.
5. Repeat the order

Assessment Method:

Performance Criteria Checklist

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 Performance Criteria Checklist for
Task Sheet 5.1-1

Trainee’s Name__________________________ Date ________________

Criteria YES NO

1. Is the phone answered promptly?

2. Is talking to the guest properly was observed?

3. Are the information/ details gathered accurately?

4. Are the standard operating procedures in talking to

a guest while taking orders through phone applied?

5. Does suggestive selling suited to the needs of the

guest performed?

6. Are the orders repeated for verification and

correction?

7. Is the time of delivery and room number verified?

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 INFORMATION SHEET 5.1-2

Interpret Door Knob menu

Learning Objective/s: After reading this INFORMATION SHEET

5.1-2 SHEET, YOU MUST be able to interpret correctly (time,
quantity of orders, meals specification, room number, etc.) room
service order if information is right.

In providing food service in a room service, it is different. Orders are

taken through door knob or telephone and then served on the specified
time given.
Door knob menu is a menu hanged at the knob of the door.
Room service menus, consisting of a la carte items are posted right
in each guest room as a reference for the guest in making his selection.
Orders are usually made through the telephone and received by the
designated order taker.
Once the door knob menu is filled out, it is hanged at the door knob
for the waiter to pick it up and to be delivered at the kitchen so the food
will be delivered at the specified time.
Remember, you have to check what is written on the form and, of
course, you have to prepare the same.

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 SAMPLE DOOR KNOB MENU:

SICAT HOTEL Door Knob

Menu
Room No.: ___________ No. of Persons: ______
Guest’s Name: _______________________
Time of Delivery: _____
Breakfast Order
o Continental Breakfast 200.00
o American Breakfast 150.00
o Pilipino Breakfast 100.00
o Pan cake 75.00
Oats 75.00
o Others
Guest’s signature

Please hang this order on your door knob for pick up

In getting orders through telephone you must be able to get all the
information needed accurately. These are the name of the guest, room
number, time of delivery, food orders and its respective ways of
preparation and the process of settling the bill.
It is advised to follow the standard operating procedure which is the
repetition of order to make sure that all complaints will be avoided.

Sample of a Telephone Conversation:

Kring… Kring… Kring

Room Service Personnel: Room Service Department, Good Morning!

I’m Anna-Lyn. How may I help you?

Guest: This Mr. Allison Romano from Room 143, can I make an order for
my breakfast?

Room Service Personnel: Yes Sir Romano, what would you like to
have for your breakfast?

Guest: I want TAPSILOG for my breakfast, a cup of coffee and 3 slice of

bread.
Room Service Personnel: Yes sir! How would you like your bread to be
done sir, do you want to toast it, or just only a plain one.

Guest: Would you mind to toast it with a little butter on it.

Room Service Personnel: Yes Sir Allison, Is there anything else sir?
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Guest: Nothing that’s all.

Room Service Personnel: Sir, please also try our fresh and sweet fruits
for dessert,definitely goes well with your breakfast, it consist of slices of
seasonal fruits like melon, mango and pineapple,

Guest: ok please give one serving.

Room Service Personnel: Sir may I know, what time shall I deliver
your order?

Guest: Please deliver at exactly 6:00 o’clock the morning.

Room Service Personnel: Yes sir! Sir Romano can I repeat your order
for your clarification and correction?

Guest: Yes you may.

Room Service Personnel: Sir you have ordered the following food
items for your breakfast, 1 TAPSILOG, 1 cup of coffee and 3 slices of
bread, and a plate of fruits which will be delivered at exactly 6:00 o’clock
this morning at Room 143. Did I get it right sir?

Guest: Yes, you got it right.

Room Service Personnel: Is there anything else sir?

Guest: Nothing else.

Room Service Personnel: thank you for calling room service

department! Have a nice day

Guest: Ok bye!

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 SELF-CHECK 5.1-2

Enumeration:

1. What comprises door knob menus?

2. In getting orders through the telephone what are the information

needed?

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 ANSWER KEY 5.1-2

1. Room service menus, consisting of a la carte items.

2. In getting orders through telephone you must be able to get all the
information , these are the name of the guest, room number, time of
delivery, food orders and its respective ways of preparation and the
process of settling the bill.

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 TASK SHEET 5.1-2

Title: Interpret door knob menu

Given the appropriate tools and materials,
Performance
demonstrate to the head how to interpret
Objective:
different door knob menu.
Equipment : Door knob menus, Tables and Chairs
Steps/Procedure:
1. Gather door knob menu.
2. Check the door knob menu individually.
 Sort requests/orders depending on the name of the guest,
room number, time of delivery, food orders and its
respective ways of preparation and the process of settling
the bill.

3. Place orders at the kitchen

Assessment Method:

Performance Criteria Checklist

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 Performance Criteria Checklist for
Task Sheet 5.1-2

Trainee’s Name__________________________ Date ________________

Criteria YES NO

1. Are the door knob menu checked promptly and

properly?

2. Are the door knob menu interpreted accurately?

3. Are the list of orders out of the items clearly

created from the door knob menu?

4. Are the orders place at the kitchen for appropriate

action?

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 LEARNING OUTCOME # SET-UP TRAYS AND TROLLEYS
2
CONTENTS:
1. Room service equipment and supplies
2. Equipment and material selection and set-up.
3. Checking guest order.

ASSESSMENT CRITERIA:
1. Prepare general service equipment according to establishment
standards
2. Set up trolleys and trays for variety of meals in accordance to set-up
presentation and establishment standards
3. Selects and checks equipment and materials for cleanliness and
damages
4. Food and beverages are promptly collected based on establishment
procedures
5. Checks orders before leaving the kitchen for delivery

CONDITIONS:
Students/Trainees must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
• Trolley
3. TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
• hand towels
• pen and paper
4. TRAINING MATERIALS
• Learning Packages
4.
ASSESSMENT METHODS:
1. Demonstration
2. Interview
3. Portfolio
[Link] Test

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 Learning Experiences

SET UP TRAYS AND TROLLEYS

Learning Activities Special Instructions

1. Read information
sheet 5.1-1-on room
service equipment
tools and supplies
2. Answer Self-check Compare your answers with the answer
5.2-1 key.
3. Read information
sheet5.2-2 on set up
trays and trolleys
4. Answer self-check Compare your answers with the answer
5.2-2 key.
5. Read information
sheet 5.2-3
6. Answer self-check Compare your answers with the answer
5.2-3 key.
7. Perform Task Sheet Evaluate your own work using the
5.2-1 Performance criteria
Setup trays and trolleys
Present your work to your trainer for
evaluation

Keep a copy of your work for the next

activities

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 INFORMATION SHEET 5.2-1
Room Service Equipment Tools and Supplies

Learning Objective/s: After reading this INFORMATION SHEET, YOU

MUST be able to identify, prepare and check the cleanliness and
stability of the general room service equipment for use.

Quality service requires the use of appropriate service equipment

and utensils, thus preparation is needed to ensure cleanliness and
stability for guests’ satisfaction.

ROOM SERVICE EQUIPMENT TOOLS AND SUPPLIES

ROOM SERVICE TROLLEYS

It is used when several orders are to be
served such that a tray will not be enough to
hold the orders.

TRAYS
Varying sizes are used depending on the
volume of orders to be delivered.

ROOM SERVICE FOLDING TABLES

Used in lieu of trolleys where room service
orders can be set up and served

TRAY TROLLEY
This trolley is commonly used in hospitals and
other areas where several trays of orders are
to be served simultaneously to several
individuals. It will save a lot of time if the
foods are in trays and trolleys as they can be
served all at one time.

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ROOM SERVICE MENU
List of dishes placed at the guests’ room

BILL FOLDER
Used for placing bills

BREAD BASKET
Used for serving bread during breakfast

PLATE COVER
A cover for food order as protection from dust
and other contamination

Here are some standards to be observed:

1. All items in the station are clean and in good condition- sanitized, wiped
dry, and free of spots or water marks.
2. Tables and chairs are in their proper position; not shaky or
damaged.
3. There are no chipped or broken glasses. Wipe the rim and base;
make sure that hands do not leave finger marks on the glass.
4. There are no damaged china wares and cutleries. Wipe the rim of
the plates, mouth of the spoon, tines of the fork, and blades of knife
and make sure that all surfaces are dry.
5. Linen is fresh, clean and without spots or stains and not wrinkled.

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 6. Room service trays and trolleys must be also clean, dry and
functional.

SELF-CHECK 5.2-1

Instruction: Match items in column A with those of column B. Write your

answer on a separate sheet of paper.

Column A Column B

1. Bread Basket a. used to protect the food from contamination

2. Bill Folder b. contains the list of dishes for the selection of

guest

3. Folding Table c. used in serving only a handful of food or drinks

4. Menu d. serves as container for bread

5. Plate Cover e. used in serving several orders

6. Service Tray f. used for placing bills

7. Service Trolley g. used where several trays of orders to served

8. Tray Trolley h. used in lieu of trolley where orders can be set-

up and served

i. serves as container for drinks

j. used for scooping dessert

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 ANSWER TO SELF-CHECK

1. d
2. f
3. h
4. b
5. a
6. c
7. g
8. e

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 INFORMATION SHEET 5.2-2
Setting Up Trays and Trolleys

Learning Objective/s: After reading this INFORMATION SHEET, YOU

MUST be able to set up tray and trolleys.

It is really very important to check the orders before leaving the

kitchen or before giving the food to your guest to avoid complaints. You
have to be very careful with your task as a waiter, especially in giving
room service.

PREPARING MIS-EN-PLACE
1. Assemble the order
Review the order and assemble all needed cutleries, glasses, linen and
other equipment. Place needed equipment/supplies in a tray or room
service trolley.
 For beverage orders, use the bar tray and have coaster and
paper napkins ready. For food orders, use a rectangular or
oval tray.
 Check whether the required garnish for all ingredients and
juices are provided for.
 For cocktails, place a stirrer.
 Have appropriate glasses ready: fill the glass with ice if
needed.
 If there is an order of wine, provide wine basket/wine stand.
 Have food covered, ready to be delivered to the guest.
2. Fill out the control sheet (see sample next page). (This form will be
used to monitor the movement of supplies and equipment so that loses
can be easily traced.)
 Get a copy from the cashier.
 Jot down all needed equipment on the sheet.
 Insert the sheet at the tray for the captain waiter’s reference
when checking.
3. Pick up the food order from the kitchen.
 Set up the food/beverage on the tray (if only a handful will be
transported) or trolley (when there is a large number of items
to be transported) together with the corresponding equipment
needed.
4. Captain waiter shall check the mis-en-place.
 Pay attention to the following:
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 - Whether the food tallies with the items specified in the
guest check
- If all equipment that are specified in the control sheet
are available and in good condition
- Whether the standard garnish, sidings and
accompaniments are provided for

SETTING UP TRAYS AND TROLLEYS

Once the order has been distributed a suitable preset tray or trolley
should be selected and set up appropriately depending on the number of
covers, the food and beverage items ordered, and the meal or snack
requested. There should be enterprise standards for tray or trolley
preparation for the different meal (breakfast, lunch, dinner) and for
complimentary and special requests.

All service equipment should be checked to make sure that it is

clean and undamaged. Trolleys should be checked to make sure that they
move properly.

Set - ups should be checked to make sure that the presentation is

attractive, and that they are well balanced and safe with the use of food
cover. Make sure that the necessary condiments are included in the set -
up.

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 SELFCHECK 5.2-2

1. What should be check first before loading a tray/ trolley?

2. What is your basis in assembling a room service order?

3. What item is used to protect the food when transporting from the food

preparation area to the guest room?

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 ANSWER KEY 5.2-2

1. The condition and cleanliness of the tray/ trolley should be check

before loading.
2. The order slip is the basis of assembling the room service orders.
3. Food cover is use to protect the food when transporting to the guest
room.

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 INFORMATION SHEET 5.2-3
Types of Set-Up

Learning Objective/s: After reading this INFORMATION SHEET, YOU

MUST be able to identify and set-up (depending on meal function)
trays and trolleys in accordance with hotel standards.

Make sure the tray or trolley has a complete set-up to include:

 Sidings, garnish and accompaniments (if required)
 Cover for the food
 Napkin
 Water with glass cover
 Condiments – catsup, salt & pepper, etc (if required)
 Others

TYPES OF SET-UP
1. For breakfast, lunch and dinner, a regular room service tray or
trolley should be covered with a clean cloth. The necessary service
materials are placed thereon. Double check every item placed on
thy tray and makes sure it is clean and well polish.

For Breakfast, the following items are necessary;

One piece for each of the following:

- Breakfast Plate
- Warm Cup ( kept in warmer until ready for service )
- Spoon for the jam or marmalade
- Glass for iced water (should be filled, only ¾ full so
water will not spill while being carried)
- Salt and pepper in shaker
- Coffee, sugar and cream in sachet
- Napkin
- Dessert Plate
- Cup and Saucer

For Lunch, the following items are necessary;

One piece for each of the following:

- Plates
1. Bread Plate
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 2. Soup Bowl
3. Salad Plate
4. Dinner Plate
5. Dessert Plate/Bowl
- Silverwares
1. Bread Knife
2. Soup Spoon
3. Salad Fork and Knife
4. Dinner Fork and Knife
5. Dessert Spoon and Fork
- Glass for iced water (should be filled, only ¾ full so
water will not spill while being carried)
- Glass for Red wine and White wine (if it is ordered)
- Salt and pepper in shaker
- Napkin

For Dinner, the following items are necessary;

One piece for each of the following:

- Plates
1. Bread Plate
2. Soup Bowl
3. Salad Plate
4. Dinner Plate
5. Dessert Plate/Bowl
- Silverwares
1. Bread Knife
2. Soup Spoon
3. Salad Fork and Knife
4. Dinner Fork and Knife
5. Dessert Spoon and Fork
- Warm Cup ( kept in warmer until ready for service )
- Glass for iced water (should be filled, only ¾ full so
water will not split while being carried)
- Glass for Red wine and White wine (if it is ordered)
- Salt and Pepper in shaker
- Coffee, Tea, Sugar and Cream in sachet
- Napkin
- Cup and Saucer

2. For snacks, a room service tray or trolley depends on the order

which should be covered with a clean cloth. The necessary service
materials are placed thereon. Double check every item placed on
the tray and makes sure it is clean and well polish.

For Snacks, the following items are necessary;

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 One piece for each of the following:
- Plates (depends on order)
1. Bread Plate
2. Soup Bowl
3. Salad Plate
4. Dinner Plate
5. Dessert Plate/Bowl
- Silverwares (depends on order)
1. Bread Knife
2. Soup Spoon
3. Salad Fork and Knife
4. Dinner Fork and Knife
5. Dessert Spoon and Fork
- Glass for iced water (should be filled, only ¾ full so
water will not spill while being carried)
- Salt and Pepper in shaker
- Napkin

3. Beverage must be prepared as ordered.

- Tea/coffee must be served with a pot of hot water.
- Chocolate is usually placed in a pot with cover and with
large creamer or 4 ounces of hot milk.

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 SELF-CHECK 5.2-3

Enumeration: List down at least 5 standard amenities used for the following
types of meal. Write your answer on a separate sheet of paper.

1.
2.
Breakfast 3.
4.
5.
1.
2.
Lunch 3.
4.
5.
1.
2.
Dinner 3.
4.
5.

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 ANSWER KEY 5.2-3

Breakfast

1. Napkin
2. Dessert Plate
3. Cup and Saucer
4. Breakfast Plate
5. Spoon for the jam or marmalade

Lunch

1. Soup Bowl
2. Bread Knife
3. Glass for ice water
4. Napkin
5. Salt and pepper shaker

Dinner

1. Glass for red wine

2. Warm cup
3. Bread knife
4. Cup and saucer
5. Napkin

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 TASK SHEET 5.2-1

Title: Set up trays and trolleys

Given the order slip and plated food and
Performance
glassed beverages, check orders before
Objective:
leaving the kitchen
 Service wares
Supplies :  Plated foods
 Glassed Drinks
Steps/Procedure:
1. Clean trays/trolley
2. Hold the order slip.
3. Prepare the needed appointments based on the order
4. Check the orders if complete.
5. Check the presentation and garnishes of the orders
6. Cover the food order

Assessment Method:

Performance Criteria Checklist

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 Performance Criteria Checklist for
Task Sheet 5.2-1
-1

Trainee’s Name__________________________ Date ________________

Criteria YES NO

1. Are the trays/ trolley cleaned?

[Link] the needed appointments prepared and checked
2. 3.
for completeness based on the order?
[Link] the orders check based on the order slip keenly?

[Link] the presentation of the food check based on the

standards properly?

5. Are the service wares handled properly?

[Link] the food orders covered to keep it safe when

transporting?

Trainer __________________________ Date ________________

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 PRESENT AND SERVE FOOD AND
LEARNING OUTCOME # 3
BEVERAGE ORDERS TO GUESTS.
CONTENTS:
1. Delivery of room service orders
2. Present and serve food and beverage orders
ASSESSMENT CRITERIA:
1. Knocks guest’s room courteously
2. Verify guest name on the bill
3. Greets guest upon entry of the room in accordance to
establishment’ standards
4. Consults guest as to where the tray is laid or where to position
trolley inside the room
5. Set food and beverage orders on the table when requested following standards.
CONDITIONS:
Students/Trainees must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
• Trolleys
• Toasters
• warming equipment/ lids
3. TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
• Cashier’s receipt
• Pen and paper
4. TRAINING MATERIALS
• Learning Packages
ASSESSMENT METHODS:

Demonstration, Interview, Portfolio, Written Test

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 Learning Experiences

PRESENT ROOM SERVICE MEALS AND BEVERAGES TO GUESTS

and ROOM SERVICE ACCOUNTS

Learning Activities Special Instructions

1. Read Information Sheet

5.3-1 the delivery of room
service orders.
2. Answer Self-check 5.3-1 Compare your answers with the answer
key
3. Perform Task Sheet Evaluate your own work using the
5.3-1 Performance criteria
Delivery of Room Service
Orders Present your work to your trainer for
evaluation

Keep a copy of your work for the next

activities.

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 INFORMATION SHEET 5.3-1
DELIVERY OF ROOM SERVICE ORDERS

Learning Objective/s: After reading this INFORMATION SHEET, YOU

MUST be able to deliver room service order.

STEPS IN DELIVERING ROOM SERVICE ORDERS

 Knock at the door.

Respect for a guest’s privacy is the primary consideration when

entering a room. These will probably be particular establishment
procedure for this, as for all other aspects of room service but the
following will usually apply.
 Approach the room quietly
 Knock firmly and say “Room Service” clearly and
confidently, remembering that your voice must carry
through a close door.
 Listen for the guest’s response and react accordingly,
waiting outside or entering the room. If there are no
responses knock and announce “room service” again. Do
not go in until the guest opens the door or you have been
asked to enter.

Use the knuckles or activate the door bell. Knock should be gentle and not
too loud to avoid irritating sound. Allow few seconds in between knocks
and sound off, “Room Service”.

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2. Once the door opened.

Greet guest by the hour of the day and say “good morning/ afternoon
sir/ ma’am (or mention the guest name if known) Im Analyn from
Room service department,, I’m here to deliver your room service
order. May I come in?

Or Say; “Here’s your room service order. May I come in?”

 Do not enter the room until the guests give you the permission.
 Leave the door open unless the guests’ orders you to close it.

3. Once inside the room.

 Ask where the guest wants the trays or trolley to be set

up.
 Present the delivery receipt and ask for guest signature.

“Where would you like me to set up your food sir/ma’am?

‘Shall I leave the food on the trolley or you want it transferred on
your table?”

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May I present to you the delivery receipt; kindly sign over printed
name.
 After setting up the food on the table as requested, let
the guest sign the delivery receipt and offer additional
service:

‘If you are ready to eat, shall I serve the food for you?”
“Shall I serve the coffee?”
“Shall I open the soft drinks for you?”
“Would you like me to open your curtain to brighten the room?”
(Note: If the guest wants to eat later, leave the food on the table)

 Before presenting the delivery slip and bill ask:

“Is there anything else I can do for you?”

4. Present delivery slip

Present the bill.

Present the bill on a bill folder with the figured facedown as you say;

“May I present the bill?”

5. Get the payment. Get the payment. If the guest wants to charge to
his room, get his signature but make sure he is authorized to sign.

(Some guest’s account are labeled “cash basis” and so are not allowed to
sign for charges. This should be checked with the Front Office).

6. Thank the guest and bid goodbye.

Before leaving the room, make sure the heater is put off as this can cause
fire.

Ask the guest when he wants soiled dishes to be cleared.

“Sir/ ma’am, when do you want me to come back to clear the

soiled dishes?”

‘When you are ready, please call us dial____”

Say; “Thank you very much, enjoy your meal and have a nice
day”.

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 SELF CHECK 5.3-1

Answer the following questions:

1. How do you enter in a guest room?

2. Identify the steps in the delivery of room service order?

ANSWER KEY 5.3-1

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1. There are three factors to consider in entering guest room.
 Knock the door
 Greet the guest
 Ask permission to enter

2. Steps in delivery of room service order

a. Knock at the door. Use the knuckles or
activate the doorbell. Knock should be
gentle and not too loud to avoid
irritating sound. Allow few seconds in
between knocks and sound off. “Room
Service.”

[Link] the door is opened, greet the guest by the hour of the day and
say: “Good morning/afternoon
Sir/Ma’am (or mention the guest name
if known)

Say: “Here’s your room service order.”

Then say: “May I come in?”

Do not enter the room until the guest

gives you the permission.

[Link] inside the room, leave the door open unless the guest orders
you to close it. Let the guest sign the delivery receipt.

Ask where the guest wants the trays

or trolley be set up.

“Where would you like me to set – up

your table sir/ma’am?”

“Shall I leave the food on the trolley or

you want it transferred to your table?”

After setting up the food on the table

as requested, offer additional service.

“If you’re ready to eat, shall I serve

the food for you?”

“Shall I serve the coffee/tea?”

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 “Shall I open the soft drinks for you?”

“Would you like me to open your

curtain to brighten the room?”

(Note: If the guest wants to eat later,

leave the food on the heater (if used).
If not place it on the table.

“Is there anything else I can do for

you?”

[Link] the bill. Present the bill in a bill folder with the
figures
Faced down as you say:

“May I present the bill?”

[Link] the payment. Get the payment. If the guest

wants to charge to his
Room, get his signature but make sure
he is authorized to sign.

In hotels, some guests are booked

under an account “cash basis”,
meaning all their payments should be
in cash or by credit card. They are not
allowed to sign for charges, unless
allowed by the duty manager.

F. Thank the guest and bid goodbye before leaving the room,
make sure the heater
Is put off as this can cause fire.

Ask the guest when he wants soiled

dishes to be cleared.

“When you are ready please call us

and dial _____”.

Thank the guest and wish him a

pleasant meal.

Say: “Thank you very much. Enjoy

your meal and have a nice day.

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 TASK SHEET 5.3-1

Title: Delivery of Room Service Orders

Given the food ordered, perform delivery of
Performance
room service orders and knock at the guest
Objective:
room properly.
 Room service trolley
 Service Trays
 Room service folding tables
 Tray trolleys
 Bill folder
Supplies :
 Bread basket
 Plate cover
 Plates
 Silverwares
 Glassware
Steps/Procedure:
1. Knock at the door.
2. Recognize yourself.
3. Greet the guest
4. Let guest sign the delivery receipt.
5. Ask where the food to be set up
6. Check guest account
7. Present account
8. Present charge account to guest for signing

Assessment Method:

Performance Criteria Checklist

Performance Criteria Checklist for

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 Task Sheet 5.3-1

Trainee’s Name__________________________ Date ________________

Criteria YES NO

1. Is knocking at guest’s room courteously was

observed?

2. Is permission to enter the room asked?

[Link] the guest greeted upon entry of the room in

accordance to establishment’ standards?

4. Is the delivery receipt received/ signed by the guest?

[Link] the guest consulted as to where the tray is laid or

where to position trolley inside the room?

[Link] the guest account checked accurately?

[Link] the account presented in accordance to

establishments’?

[Link] the charge accounts presented for signing based

on establishments’ procedures?

Trainer:______________________ Date_________________

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LEARNING OUTCOME # 4 PRESENT ROOM SERVICE
ACCOUNTS
CONTENTS:
Present room service accounts
Assessment Criteria:

1. Check guest account accurately

2. Present accounts in accordance to establishment’s procedures.
3. Present cash payment to cashier for processing in accordance to
establishment’s guidelines
4. Present charge accounts to guests for signing based on
establishment’s procedures.

CONDITIONS:
Students/Trainees must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
• Trolleys
• Toasters
• warming equipments
3. TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
• Linens
• table appointments
4. TRAINING MATERIALS
• Learning Packages

ASSESSMENT METHODS:
1. Demonstration
2. Interview
3. Portfolio
4. Written Test

Learning Experiences
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CLEAR ROOM SERVICE AREA

Learning Activities Special Instructions

1. Read information sheet
5.4-1 on present account
2. Answer Self-Check 5.4-1 Compare answer with answer key 5.4-1

INFORMATION SHEET 5.4-1

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 Learning Objectives: at the end of the activity the learner must be
able to: Perform presenting of the bill to the guest.

PRESENTATION OF THE BILL

1. Present the bill in a bill folder with

the figures faced down as you say:
Present
“May present the bill?”
the bill

2. Get Get the payment. If the guest

the wants to charge to his room, get

payment his signature but make sure he is

authorized to sign.

(Some guest account are labeled

“cash basis” and so they are not

allowed to sign for charges. This

should be checked with Front

Office.

3. Thank Before leaving the room, make

sure the heater is put off as this
the can cause fire.
guest
Ask the guest when he wants
and bid soiled dishes to be cleared.

goodbye “Sir/Madam, When do you want

me to come back to clear the
soiled dishes?”

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Services NC II

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Service Marcela S. Jose
TESDA QA Anna-Lyn B. Nieva
SYSTEM
 “When you are ready please call
us and dial _____”

Thank the guest and wish him

pleasant meals.

Say: “Thank you sir. Enjoy your

meal
and have a nice day”

Sample Bill Slip

SICAT HOTEL AND RESTAURANT

BILL
ROOM SERVICE
Time: Rm#:
Sold To:
_______________________ Date:_____
No. Qty. Item Description Amount (Php)

1
2
3
4
5
6
7
8
9
10
TOTAL AMOUNT
ROOM CHARGE
Guest Name:______________________________
Room No. __________________________________
Signature _______________________________

SELF-CHECK 5.4-1

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Service Marcela S. Jose
TESDA QA Anna-Lyn B. Nieva
SYSTEM
True or False:
Write true if the statement is correct and false if the statement
is wrong

1. If the guest wants to charge to his room, get his signature

but make sure he is authorize to sign.
2. Present the bill in a bill folder with the figures faced down
3. If the guest has a signing privilege, let the guest sign the
bill
4. Do not thank the guest
5. Turn over the payment to the cashier.

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Service Marcela S. Jose
TESDA QA Anna-Lyn B. Nieva
SYSTEM
 ANSWER KEY

1. True
2. True
3. True
4. False
5. True

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Service Marcela S. Jose
TESDA QA Anna-Lyn B. Nieva
SYSTEM
 CLEAR ROOM SERVICE AREA
LEARNING OUTCOME # 5
CONTENTS:
Clean room service area
ASSESSMENT CRITERIA:
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 equipments in accordance to
establishment’s policy

CONDITIONS:
Students/Trainees must be provided with the following:
5. WORKPLACE LOCATION
6. EQUIPMENT
• Table
• Chairs
• Trolleys
• Toasters
• warming equipments
7. TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
• Linens
• table appointments
8. TRAINING MATERIALS
• Learning Packages

ASSESSMENT METHODS:
5. Demonstration
6. Interview
7. Portfolio
8. Written Test

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TESDA QA Anna-Lyn B. Nieva
SYSTEM
 Learning Experiences

CLEAR ROOM SERVICE AREA

Learning Activities Special Instructions

3. Read Information Sheet
5.5-1 on checking and
clearing room service
area.
4. Answer Self-Check 5.5-1
5. Perform Job Sheet 5.5-1 Evaluate your own work using the
Performance criteria

Present your work to your trainer for

evaluation

Keep a copy of your work for the next

activities.

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SICAT Date Developed:
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SYSTEM
 INFORMATION SHEET 5.5-1
Checking and Clearing Room Service Area.

Learning Objective/s: After reading this INFORMATION SHEET, YOU

MUST be able to check and clear rooms and floor areas.

When a room or floor has been cleared after room service, the
room service - order taker must be informed.

Floors must be cleared quickly and quietly, but while doing so staff
must take care the equipment is securely placed so that it can be move
safely.

CLEANING PROCEDURES

1. The waiter who serves the food order is required to clear soiled
dishes.
2. Upon pick up, buss boy or waiter must check whether all equipment
indicated in the control sheet are available for picked up.
3. If there are missing items and the waiter is inside the room, he must
locate for the missing item.
4. Captain should assign one busboy or waiter to pick up all soiled
dishes, trays and trolley lying on floors or hallways.
5. The waiter or busboy who is assigned to pick up trays/trolley should
also check the pantry area for un-cleared items.
6. All collected trays/trolley are to be brought to the dishwashing area,
segregated according to kinds and sizes.
7. Segregate linen and bring them to the linen box of the room service.

CLEANING ROOM SERVICE AREAS

As noted, trays and trolleys will usually be placed outside the rooms
by guest. It is important that they are cleared promptly as messy and
untidy floors or passages reflect very badly on the establishments. Good
working relations and good communication channels between the

Document No.
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TESDA QA Anna-Lyn B. Nieva
SYSTEM
housekeeping and room service departments must be maintained to make
sure that floors are cleared quickly. This requires a combination of good
system and procedures with the common sense and initiative of individual
staff members.

Different establishment will have slightly different procedure but

typically, the procedure will be for the Room Service order-taker to record
the following on a dispatch sheet or checklist.
o The date
o Room number
o Whether tray or trolley taken
o Time and order was taken
o Time delivered
o Person delivering the order
o Time ordered cleared

The Room Service - order taker will usually be the person

responsible for controlling floor service procedures and for directing staff
to clear rooms and floors and in addition there should be regular floor
checks, at least hourly, to ensure that used trays and trolleys and
miscellaneous items are quickly removed. Housekeeping staff must notify
Room Service if and when used items need to be cleared from rooms or
floors, so close coordination between room service and housekeeping is
essential.

When a room or floor has been cleared after room service, the room
service - order taker must be informed.
Floors must be cleared quickly and quietly, but while doing so staff
must take care the equipment is securely placed so that it can be move
safely.

Document No.
SICAT Date Developed:
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Services NC II

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Service Marcela S. Jose
TESDA QA Anna-Lyn B. Nieva
SYSTEM
 Once cleared from the floors, unconsumed food and beverages, food
service equipment, trays and trolleys must be returned to Room Service
via the service lift.

CLEANING AND STORAGE

Trays and trolleys should be taken to the wash-up area. Waste items
will be removed and food service equipment will be washed.
Trays and trolleys must be cleaned and dismantle safely and
hygienically following enterprise procedures. These will include
procedures for:
 Stacking equipment
 Dirty linen
 Storing useable items
Clean trays and properly dismantled trolleys must be correctly
replace with other useable items in the room service pantry.
Stock of all items should be check against “par stock” and
requisition for restocking as required to meet the establishment’s
standards.

The waiter who serves the food ordered is required to clear soiled
dishes, trays and trolleys from the room. He should see to it that the
pantry areas where room service trolleys and trays are stored are cleaned
and sanitized. Of course, trolleys and trays must be thoroughly cleaned
and sanitized, also ready for the next service before storing. Don’t forget
to check your trolley for threads that might have twirled around the
wheels. These threads will make it hard for the cart to be pulled thereby
causing injury. Check also the rubber bumper if they are worn out and or
sharp edge that could catch your clothing and could cause cuts. Always
remember, sanitation must be high in the service area.

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SICAT Date Developed:
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Services NC II

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TESDA QA Anna-Lyn B. Nieva
SYSTEM
 SELF CHECK 3.5-1

Answer the following questions:

1. Identify the procedure in cleaning.

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TESDA QA Anna-Lyn B. Nieva
SYSTEM
 ANSWER KEY 3.5-1

CLEANING PROCEDURES

1. The waiter who serves the food order is required to clear soiled
dishes.
2. Upon picking up, busboy or waiter must check whether all
equipment indicated in the control sheet are available for picked up.
3. If there are missing items and the waiter is inside the room, he must
locate for the missing item.
4. Captain should assign one busboy or waiter to pick up all soiled
dishes, trays and trolley lying on floors or hallways.
5. The waiter or busboy who is assigned to pick up trays/trolley should
also check the pantry area for un-cleared items.
6. All collected trays/trolley are to be brought to the dishwashing area,
segregated according to kinds and sizes.
7. Segregate linen and bring them to the linen box of the room service.

Document No.
SICAT Date Developed:
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Food and Beverage
Services NC II

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Service Marcela S. Jose
TESDA QA Anna-Lyn B. Nieva
SYSTEM
 JOB SHEET 5.5-1

CHECKING AND CLEARING ROOM SERVICE

Title: AREA.

Given different cleaning tools, materials and

Performance agents, you must be able to check and clear
Objective: floors promptly for the use of room service
trolleys and trays.
 Cleaning Materials
Supplies :  Cleaning tools
 Cleaning agents
Steps/Procedure:
1. Gather all cleaning materials and tools.
2. Clean the floor according to procedures.

Assessment Method:

Performance Criteria Checklist

Document No.
SICAT Date Developed:
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TESDA QA Anna-Lyn B. Nieva
SYSTEM
 Performance Criteria Checklist for
Job Sheet 5.5-1

Trainee’s Name__________________________ Date ________________

Criteria YES NO

1. Are the materials, tools and agents for cleaning

gathered correctly?

2. Are the right tools, materials and agent for cleaning

used correctly?

[Link] correct cleaning procedures followed?

[Link] 5s observed and performed?

[Link] the cleaning materials, tools and agents stored in

the appropriate place after use?

Trainer __________________________ Date ________________

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SICAT Date Developed:
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TESDA QA Anna-Lyn B. Nieva
SYSTEM
 Document No.
SICAT Date Developed:
Issued by:
Food and Beverage
Services NC II

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TESDA QA Anna-Lyn B. Nieva
SYSTEM
EVIDENCE PLAN

Competency
Standards
Unit of Provide food and beverage service
Competency
Ways in which evidence will be collected Dem Writte Intervi
onstr n ew
The evidence must show that the ation exami /
candidate…. nation Questi
oning
 Promptly and courteously attended to
telephone calls in accordance with √ √ √
customer service standards *
 Checked guest’s name and used it through
out the interaction. * √ √

 Clarified, repeated and checked details of √ √

orders with guests accuracy. * √
 Used suggestive selling techniques when √ √
appropriate. * √
 Advised guests of the approximate time of √
delivery. * √ √
 Recorded room service orders and
checked relevant information in √ √
accordance with establishment policy and
procedures. *
 Interpreted received room service orders √
from door knob dockets
 Orders are promptly transferred to the
appropriate location for preparation. * √
 Prepared food and beverage items for
service periods in accordance to √
establishment’s procedures. *
 Prepared general room service equipment √
for used in accordance to establishment’s
procedures. *
 Set up trays and trolleys in accordance √
with establishment’s procedures for a √
variety of meal including
 American Breakfast
 Continental Breakfast. *
 Selected service equipments and √
materials and checked for cleanliness and √
damages. *
 Set up trays and trolleys in accordance

Document No.
SICAT Date Developed:
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SYSTEM
 with setting up and presentation
techniques. *
 Promptly collected food items and
beverages based on establishment
procedures. *
 Checked orders before leaving the kitchen
for delivery. * √
 Requested entry to the guest’s room by √
knocking firmly on the door in accordance √
with establishment’s procedures. *
 Entered guest’s room upon appropriate √√√ √
response from guests and greeted them
politely in accordance with establishment
procedures. *
 Consulted with the guests about √ √
preferences for positioning trays or
trolleys in the room in accordance with
establishment’s procedures. *
 Positioned furniture correctly when √
required.
 Offered meals to guests when appropriate √
in accordance with establishment policy. * √
 Served and placed meals and beverages
correctly in accordance with establishment √
procedures. *
 Checked guest’s accounts for accuracy √
and presented in accordance with √
establishment procedures.*
 Presented cash payments to the cashier √
for processing in accordance with
establishment guidelines.*
 Presented charge accounts to guests for √
signing based on establishment policy and
procedures.* √
 Checked and cleared floors in accordance
with establishment’s policy and √
procedures. * √
 Dismantled, cleaned and returned trays √
and trolleys to the room service area in
accordance with room service √
procedures.*
 Re- stocked food, beverage an equipments √
in accordance with establishment policy.*
Prepared Marcela S. Jose Date:
by:
Checked by: Date:
Document No.
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Service Marcela S. Jose
TESDA QA Anna-Lyn B. Nieva
SYSTEM
 *Critical aspects of competency

WRITTEN TEST
TEST I: MULTIPLE CHOICE: CHOOSE THE CORRECT ANSWER AND
ENCIRCLE THE LETTER OF YOUR CHOICE:
1. Lift the receiver in the ______ ring if possible.
a. First b. second c. third d. fourth
2. Take the order and write it down in ________.
a. bill slip b. bill folder c. order slip d. menu
3. Enter the ____________when acknowledged by the guest.
a. guest room b. comfort room
c. board room d. none of the above
4. Present the bill in a bill folder with the figures ________.
a. Open up b. faced down c. bold d. a & b
5. Door knobs ______ are placed inside the guestrooms by room
attendant.
a. menus b. closet
c. chart d. none of the above
6. The ______ is the first point of contact with room service staff.
a. téléphone b. mail c. fax d. Internet
7. Trays and trolleys must be
[Link] and dismantle safely and hygienically
[Link] replaced with other reusable items
[Link] to the wash up area
[Link] of the above
8. ______ must be maintained from the time the food is collected to the
time it is delivered to the guest.
a. a. Food tray b. covers c. Food warmer d. hot
warmer
9. The form signed by the guest to acknowledge the delivery of food and
beverage orders.

Document No.
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SYSTEM
 a. Delivery receipt b. official receipt c. order slip d. complaint
form
10. The vehicle use to carry room service orders
a. Tray/trolley b. buss tray c. platters

ANSWER KEY
1. a
2. c
3. a
4. b
5. a
6. a
7. d
8. a
9. a
10. a

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SYSTEM
Demonstration Checklist for Room Service
Candidate Name:

Assessor Name:

Date of
Assessment:
Time of
Assessment:
Instructions for
Demonstration:
Materials and Equipment
Service wares( China wares, flat wares, cutleries, glasses,
condiments, tables and chairs, linens, table cloth, napkins, oval
tray, bar tray, bus pan, audio-video, decorations
Put a √ to show if the evidence is demonstrated
During the demonstration of skills, did the Yes No N/A
candidate:
 Promptly and courteously attended to
telephone calls in accordance with customer
service standards *
 Checked guest’s name and used it throughout
the interaction. *
 Clarified, repeated and checked details of
orders with guests accuracy. *
 Used suggestive selling techniques when
appropriate. *
 Advised guests of the approximate time of
delivery. *
 Recorded room service orders and checked
relevant information in accordance with
establishment policy and procedures. *
 Interpreted received room service orders from
door knob dockets
 Orders are promptly transferred to the
appropriate location for preparation. *
 Prepared food and beverage items for service
periods in accordance to establishment’s
procedures. *
 Prepared general room service equipment for
used in accordance to establishment’s
Document No.
SICAT Date Developed:
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Services NC II

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Service Marcela S. Jose
TESDA QA Anna-Lyn B. Nieva
SYSTEM
 procedures. *
 Set up trays and trolleys in accordance with
establishment’s procedures for a variety of
meal including
 American Breakfast
 Continental Breakfast. *
 Selected service equipments and materials and
checked for cleanliness and damages. *
 Set up trays and trolleys in accordance with
setting up and presentation techniques. *
 Promptly collected food items and beverages
based on establishment procedures. *
 Checked orders before leaving the kitchen for
delivery. *
 Requested entry to the guest’s room by
knocking firmly on the door in accordance with
establishment’s procedures. *
 Entered guest’s room upon appropriate √√√
response from guests and greeted them
politely in accordance with establishment
procedures. *
 Consulted with the guests about preferences
for positioning trays or trolleys in the room in
accordance with establishment’s procedures. *
 Positioned furniture correctly when required.

 Offered meals to guests when appropriate in

accordance with establishment policy. *
 Served and placed meals and beverages
correctly in accordance with establishment
procedures. *
 Checked guest’s accounts for accuracy and
presented in accordance with establishment
procedures.*
 Presented cash payments to the cashier for
processing in accordance with establishment
guidelines.*
 Presented charge accounts to guests for
signing based on establishment policy and
procedures.*
 Checked and cleared floors in accordance with
establishment’s policy and procedures. *
 Dismantled, cleaned and returned trays and
trolleys to the room service area in accordance
with room service procedures.*
 Re- stocked food, beverage an equipment in
Document No.
SICAT Date Developed:
Issued by:
Food and Beverage
Services NC II

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Service Marcela S. Jose
TESDA QA Anna-Lyn B. Nieva
SYSTEM
 accordance with establishment policy.*
Candidate’s Demonstration was:

Satisfactory Not Satisfactory

INTERVIEW QUESTIONS
Candidate’s
Name:
Put a check if the candidates answers Satisfactor Not
are satisfactory or not y Satisfactor
y
1. What is a doorknob menu?

2. What are the standard amenities set

on a tray or trolley for breakfast?

3. How will you handle guest complain?

4. What are the information’s to check to

avoid mistakes when taking room
service orders?

5. What will you do upon reaching the

door of the guest room?

6. When should you present guest bill?

In general, candidates answer to questions are:

Satisfactory Not Satisfactory

Candidate’s Signature:

Assessor’s Signature:

Document No.
SICAT Date Developed:
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Services NC II

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TESDA QA Anna-Lyn B. Nieva
SYSTEM
 MODEL ANSWER

1. A room service menu where guest select food they want

to order, which consist of all meal functions including
special requests then hang the doorknob outside the
door.
2. Standard amenities for breakfast
 Sugar and cream
 Jam/ marmalade
 Cup and saucer
 Silverware
 Folded napkin
3. Handling guest complaint
 Acknowledge the complaint
 Listen
 Apologize
 Do action
 Follow up and check for guest satisfaction
4. Information to check to avoid mistakes when taking room
service orders
 Check for the completeness of the order
 Amount of bill
 Time of delivery
 Room number
 Guest name
5. What to do upon reaching guest room
 Knock at the door
 Announce room service
 Greet guest
 Ask permission to enter
6. Present the bill after setting the food and beverage
order /before leaving the guest room.

Document No.
SICAT Date Developed:
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Food and Beverage
Services NC II

Provide Room Compiled by: Page 75 of 77

Service Marcela S. Jose
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SYSTEM
REFERENCES

Claudio, Virginia Serrano. MEAL MANAGEMENT & TABLE SERVICE

Costas, Katsignis, Mary Porter, Chris Tomas. THE BAR AND BEVERAGE

BOOK

Erdigon, Grace. FOOD SERVICE MANAGEMENT IN THE PHILIINES

Roldan, Amenila S. FOOD SERVICE AND BARTENDING

Gapuz, Christielynda. WORKB BOOK IN WAITERING

Ditan, Joseph Linford. FUNDAMENTALS OF FOOD & BEVERAGE SERVICE

OPERATION

Brown, Graham. THE WAITER’S HANDBOOK

Buted, DEXTER R. BASIC RESTAURANT SERVICE

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