11

SPECIALIZED SUBJECT
FOOD AND BEVERAGE SERVICES
Quarter 4- Week 1

CORAZON T. REVESTIR
Module Writer
REMEDIOS V. MONTEBON
Team Leader

TVL-HE 11/12-FOOD AND 0

BEVERAGE SERVICES
Quarter 4 – Week 1
TVL- FOOD AND BEVERAGE SERVICES
QUARTER 4 - WEEK 1
CORAZON T. REVESTIR
Author

LO 1: TAKE AND PROCESS ROOM SERVICE

ORDERS

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Quarter 4 – Week 1
 Welcome to the module in Food and Beverage Services NC II. This module
contains training materials and activities for you to accomplish.
The unit of Competency “Take and Process Room Service Orders” comprises of
knowledge, skills and attitudes required to Food and Beverage Service NC II.
As learner you are required to a series of activities to complete the module. The
learning outcomes are the Lessons and Prepared Activities, Task Sheets and Job Sheets.
Follow these activities on your own. If you have questions, don’t hesitate to ask your
teacher for assistance.
The goal of this module is the development of practical skills. To acquire these
skills, you must learn basic concepts and terminologies. The most part of this
information from the lessons and suggested resources and references.
This will be the source of information for you to acquire knowledge and skills in this
competency independently and at your own pace, with minimum supervision or help
from your teacher.
Thank You and Happy Learning.

The learners are expected to:

• Go through all the information and complete the activities in each content.
• Read the Information Sheets and answer the Self-Check. Added references will be
given to supplement the materials provided in this module.
• Your teacher will serve as your trainer manager and supervisor. He /She are there to
support you and show the correct way to do things.
• You will be given plenty of opportunity to ask questions and practices on the job.
Make sure you practice your new skills at home. This way you will develop your
speed, memory and confidence.
• Undergo with the Self-Checks, Task Sheets and Job Sheets at the end of every
lesson to track your own progress.
• When you feel confident that you have had sufficient skills, ask your Teacher to
evaluate you. The results of your assessment will be recorded as your achievement.

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UNIT OF COMPETENCY: TAKE AND PROCESS ROOM SERVICE ORDERS
MODULE TITLE: TAKING AND PROCESSING ROOM SERVICE ORDERS
UNIT DESCRIPTOR: The module covers the knowledge and skills required in the
Take and Process Room Service Orders before the start of the service operations. It
involves opening serve beverages at appropriate times during the meal. This module
performs the knowledge and skills in setting the ambiance of the room service orders
facility.

LO1: TAKE AND PROCESS ROOM SERVICE ORDERS

Content Standard:
The learner demonstrates understanding of concepts and principles in providing
room service.
Performance Standard:
The learner:
✓ Demonstrates the knowledge and skills in food and beverage service for the
rooms and other related activities with appreciation and accuracy.
✓ Demonstrates skills and knowledge in food and beverage service related to
taking and processing room service orders.
✓ Practice skills in responding to customers’ needs in terms of taking down correct
menus, and special preparations as requested.
✓ Respond effectively and efficiently to customers’ special requests’ within the
bounds of the service guidelines of the establishment.
Learning Competencies:
✓ Attend to telephone calls promptly and courteously.
✓ Check and use guests’ names throughout the interaction.
✓ Clarify, repeat check details of orders with guests for accuracy.
✓ Use suggestive selling techniques when appropriate.
✓ Advise guests of approximate time of delivery.
✓ Record room service orders and check relevant information in accordance with
establishment policy and procedures.
✓ Interpret room service orders received from doorknob dockets.
✓ Transfer orders promptly to appropriate location for preparation.
Content:
✓ Room Service Menus.
✓ Sequence of Room Service.
✓ Taking Room Service Orders.
✓ Suggestive Selling Techniques.

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MULTIPLE CHOICE.Directions: Read the following questions carefully. Choose the
letter that best describes the statement. Write your answer on your answer sheet.

1. Which among the following term is defined as a spice, sauce or other food
preparation that is added to food to impart a particular flavour or to enhance its
flavour?
A. Condiments B. Spaghetti sauce C. Flavours D. Knorr savour
2. Which one of the following is define as a container or receptacle with slightly raised
edges, used for carrying, holding or displaying articles?
A. Bowls B. Plate’s C. Trays D. Pitcher
3. Which among the following term is defined as a service of food and beverages in
guest’s room in hotels or other accommodation establishments?
A. Offline service B. Online service C. Home service D. Room service
4. Which among the following is defined as the correct amount or quantity of a product
kept in stock as decided by management?
A. Stocks B. Par stock C. Broth D. Clear broth
5. In a typical hotel may take pride on being able to meet all room service orders, How
many minutes from the time that the order was taken?
A. less than 30 min. C. more than 30 min.
B. less than an hour D. less than 25 min.
6. Which one of the following is the proper presentation of the set-up? Except one!
A. attractive B. well-balance C. safe D. easy
7. Which one of the following is the proper storage of all beverages items?
Except one!
A. safe C. hygienic & orderly
B. arranged D. accessible manner
8. Which one of the following is not the proper presentation of the set-up?
A. attractive B. easy C. match D. needs
9. Which one of the following is not the proper storage of all beverages items?
Except one!
A. clean B. clear C. arranged D. hygienic
10. Which of the following term are always cleared in accordance with the
establishment’s procedure?
A. Dirty trays B. Dirty plate C. Dirty glasses D. Dirty bowls

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Quarter 4 – Week 1
 Directions: From your previous lesson, you have learned about the topic
BEVERAGE AND WINE SERVICE. Describe the different Types of Glassware
and draw the actual types of glassware. Make a narrative report while taking into
considerations the following types of glassware. Submit your answer via FB
Messenger.

1. GOBLET OR
2. COCKTAILS GLASS 3. FLUTE GLASS
CHALICE

4. SNIFTERS
5. BEER MUG
OR STEIN

Information Sheet 5.1-1:

TAKE AND PROCESS ROOM SERVICE ORDERS
Written by: Corazon T. Revestir, Lpt, MAT-FT

Learning Goals:
After reading this Information Sheet, YOU MUST be able to:
a. define room service,
b. enumerate the proper way in taking room service orders, and
c. demonstrate the proper way in taking room service orders.

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ROOM SERVICE
– also known as in-room-dining, is a kind of service by a hotel or other
accommodation establishment that enables guests to choose menu items and have it
delivered to their rooms. It is part of the hotel operation where they server food
conveniently to their respective guests room by just calling the room service depart
and place order of food and drinks to be sent to their room. Room service is a 24
hours service.
DEFINITION OF TERMS:
1. CONDIMENTS – a spice, sauce or other food preparation that is added to food
to impart a particular flavor or to enhance its flavor.
2. PAR STOCK’- the correct amount or quantity of a product kept in stock as
decided by management.
3. ROOM SERVICE- the service of food and beverages in guests rooms in hotels
or other accommodation establishments such as motels or serviced apartments.
4. TRAY- a container or receptacle, with slightly raised edges, used for carrying,
holding, or displaying articles.

I.PREPARING ROOM SERVICE ITEMS FOR SERVICE PERIODS:

Single Pantry for the Room Service Department it is located conveniently near the
kitchen and the service lift. This pantry should be fully equipped for quick and efficient
service to the rooms.
Room service catering can involve the delivery of everything from complimentary
items and items for which no charge is made like ice bucket and glasses through drinks
or light snacks to full a’la carte meals with wine. The item available for service in
rooms will normally be listed on a special room service menu, but in superior hotels,
guest will expect any reasonable request to be met.
The pantry must be stocked with sufficient equipment to ensure that all orders
can be met promptly even at the busiest time. A typical hotel may take pride on being
able to meet all room service orders in less than 30 minutes from the time the order was
taken.
II. TAKING ROOM SERVICE ORDERS:

https://www.google.com/search?q=taking+room+service+orders&sxsrf=ALeKk012iMUbHgg5KFYkyhoqjD2kNxk
Tgw:1619788199613&source=lnms&tbm=isch&sa=X&ved=2ahUKEwj03_6hhabwAhWNJaYKHXntCXwQ_AU
oAXoECAEQAw&biw=1280&bih=578#imgrc=FSY-vxprPggO-M

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 1. The room service order taker answers the calls to room service.
Most room service orders are requested by guest using a telephone, Take a
moment before pick up the phone and Make sure you are on “right position”
2. The telephone must be answered quickly.
The person answering the call must have a good knowledge of the menu and
telephone ethics. Keep on clearly and politely sound.
3. Greet the guest and introduce the department.
If more than one line is ringing, the guest is politely greeted and asked, “May
I put on hold for a while?” Wait until the guest responds. When returning to
a guest that you have put on hold, say “Thank you for waiting/staying in the
line. How may I help you?
4. Write the order on an order docket as you speak to the guest.
If using an automated system, thank the guest for remaining on the line, if you are
not sure about the information, always say: “Pardon Madam/Sir, would you mind
to repeat?”
5. Record the room number.
Verify the guest name and room number for the delivery.
6. Repeat the order to the guest. Listen to the guest order.
7. Tell the guest approximate time of delivery. Make suggestions from each section
of the menu.
8. Enter the order in POS. Up-sell if possible-beverages, side orders, appetizers and
desserts.
9. Distribute the order to the appropriate personnel, both in Room Service
Department and other departments if necessary. Obtain the full order including
condiments; Write everything down on dedicated pads or dupes.
A. TAKING ORDERS IN ROOM SERVICE DIALOGUE:

https://www.hospitality-school.com/wp-content/uploads/2017/04/hotel-conversation-room-reservation-1280x720.jpg

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• Pick up the telephone within 3 rings
• Greet the guest with “Room Service, good morning Madam/ Sir. __________
• Take down the order on a Kitchen order Ticket, including the following details
Date
Time or desired Time to serve
Room number
Number of person
Items ordered guest name
Special request
Order taker
• “Alright Madam/Sir, what would you like to order?”
• Repeat the order “May I repeat your order Madam/ Sir ______________?”
• Inform the guest on timing “Your order will be ready in approximately 20
minutes Madam/Sir
• Ask the guest if there is anything else “ Is there anything else, Madam/Sir____
• Thank the guest “Thank you for calling Mr./Mrs./Ms.______________”
• Hang up
• If the Guest not to order full set up Menu, Pease keep Up Selling.
• Try to upsell (beverage).

A. ROOM SERVICE DELIVERY ORDER:

Always use proper tray based on ordered items,

• Round tray: If ordered item is • Square tray: if item order is large

only beverage or light snacks portion

https://sugarandcharm.com/wp-content/uploads/2019/12/kids-
holiday-snack-platter-_8.jpg
• Always put heavier item close to
your body.

https://image.made-in-china.com/202f0j00ljETYedWvruU/Non-
Slip-Food-Serving-Tray-for-Restaurant-Hotel.jpg

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 B. ROOM SERVICE DELIVERY PROCEDURE:

https://thumbs.dreamstime.com/b/asian-chinese-room-service-waiter-serving-food-in-hotel-37544612.jpg

• \Knock the door 3 times and say: “Room Service!” Clearly and Polite
• Wait until 10 account and repeat it again
• After 3 times knock the door, do not repeat again; just call FO to call the room.
Good morning/afternoon/evening Madam/Sir, we are from Room Service,
we would like to confirm that your order is ready, may we deliver it now?
If the Guest answers:
“No, please give me a minute” or “No, Please deliver it later”
We must answer:
“How many minute Madam/Sir? And after minutes the guest asked,
please do re-confirmation call.
• Alright, excuse me Madam/Sir, may I repeat your order?”
“For Appetizer, 2 portion of __________for Soup, 1 portion of _______
etc_________for the Dessert, 3 portion of _________ and your room number
is_________ Is it right Madam?Sir?”

• Good ___________Madam/Sir, this is your order”

Never come in to the Guest Room without their permission by ask:
“Excuse me; may I come in Madam/Sir?” Thank you”

TASK SHEET 5.1-1 VIDEO CLIP:

Directions: Create a video presentation showing the Room Service Delivery
Procedure: The video presentation should be documented and ready to submit to
your teacher via FB Messenger for evaluation.
Perform the role of a Room Service Staff.

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Performance of the learners will be rated according to the following rubrics.

ASSESMENT
CRITERIA Excellent Very Satisfactory Needs Total
(5 pts) Satisfactory (2 pts) Improvement
(3 pts) (1 pt.)
Guests are presented with
the menu according. To
established standard
practice.
Orders are taken
completely in accordance
with the establishment

Special requests and

requirements are noted
accurately
Orders are repeated back
to the guests to confirm
items

ROOM SERVICE
– also known as in-room-dining, is a kind of service by a hotel or other
accommodation establishment that enables guests to choose menu items and
have it delivered to their rooms. It is part of the hotel operation where they
server food conveniently to their respective guests room by just calling the
room service depart and place order of food and drinks to be sent to their
room. Room service is a 24 hours service.

SELF-CHECK 5.1-1:
TRUE OR FALSE: Write TRUE if the statement is correct and FALSE if it is
incorrect. Write answers in your answer sheet.
_______1. Room service is a great opportunity to increase revenue.
_______2. Room service order placed through the telephone is fast and written down
manually or typed into a computer.
_______3. Approach the room quietly.
_______4. Store all beverages in a safe, hygienic, orderly and accessible manner.
_______5. The pantry should be fully equipped for quick and efficient service to the
rooms

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MULTIPLE CHOICE:
Directions: Read the following questions carefully. Choose the letter that best
describes the statement. Write your answer on your answer sheet.

1.Which among the following term is defined as a spice, sauce or other food preparation
that is added to food to impart a particular flavor or to enhance its flavor?
A. Condiments B. Spaghetti sauce C. Flavors D. Knorr savor
2. Which one of the following is define as a container or receptacle with slightly raised
edges, used for carrying, holding or displaying articles?
A. Bowls B. Plate’s C. Trays D. Pitcher
3. Which among the following term is defined as a service of food and beverages in
guest’s room in hotels or other accommodation establishments?
A. Offline service C. Home service
B. Online service D. Room service
4. Which among the following is defined as the correct amount or quantity of a product
kept in stock as decided by management?
A. Stocks B. Par stock C. Broth D. Clear broth
5. In a typical hotel may take pride on being able to meet all room service orders, How
many minutes from the time that the order was taken?
A. less than 30 min. C. more than 30 min.
B. less than an hour D. less than 25 min.
6. Which one of the following is the proper presentation of the set-up? Except one!
A. attractive B. well-balance C. safe D. easy
7. Which one of the following is the proper storage of all beverages items?
Except one!
A. safe C. hygienic & orderly
B. arranged D. accessible manner
8. Which one of the following is not the proper presentation of the set-up?
A. attractive B. easy C. match D. needs
9. Which one of the following is not the proper storage of all beverages items?
Except one!
A. clean B. clear C. arranged D. hygienic
10. Which of the following term are always cleared in accordance with the
establishment’s procedure?
A. Dirty trays B. Dirty plates C. Dirty glasses D. Dirty bowls

EXIT SLIP: Make use of this slip to assess your understanding of the lessons.
5 Things I learned this week………
3 Things I found interesting……….

2 Questions I still have…………….

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 Technology and Livelihood Education
FOOD AND BEVERAGE SERVICES
ANSWER SHEET

Name: ______________________________ Grade: _______Section:____________

Information Sheet 5.1-1: TAKE AND PROCESS ROOM SERVICE ORDERS
Quarter: 4 Week: 1 Teacher: ______________________________________
School: ____________________________________________________________

PRE-TEST/POST TEST CHECK YOUR UNDERSTANDING

1. 6. SELF- CHECK 5.1-1 : TRUE OR FALSE

2. 7. 1.

3. 8. 2.

4. 9. 3

5. 10 4

5.
ACTIVITIES: TASK SHEET 5.5-1
VIDEO CLIP:
LOOKING
6. BACK as QUIZ#1
Directions: Create a video presentation
1.
7.
showing the Room Service
Delivery Procedure: The 2.
8. .
video presentation should
be documented and ready to 3.
9.
submit to your teacher via 4.
10
FB Messenger for
evaluation. 5.
Perform the role of a Room
Service Staff.
REFLECTION:
(Actual Grading).

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