COURSE OVERVIEW:
Room service (RS) is an important component of the overall service experience within upscale hotels and resorts. Also referred to as "in-room dining," room service is defined as an operating department within a lodging facility that takes guest orders for food, prepares that food, and delivers it to the guest's room for consumption there.
Room service delivers food from the onsite restaurant to a guest’s room. Unlike other delivery services, the staff provides all dishes, cutlery and trays. This allows guests to enjoy their meals in bed or at the table. Room service also extends to alcoholic drinks. However, many hotels stock such beverages in the mini-fridge.
Room Service implies serving of food and beverage in guest rooms of hotels. Small orders are served in trays. Major meals are taken to the room on trolleys. The guest places his/ her order with the room service order taker. The waiter receives the order and transmits the same to the kitchen. In the meanwhile, he prepares his tray or trolley. The waiter then goes to the cashier to have a cheque prepared to take along with the food order for the guests’ signature or payment. Usually clearance of dirty dishes from the room is done after half an hour or an hour. However, the guest can telephone Room Service for the clearance as and when he/ she has finished with the meal.
Within a five-star hotel, room service must be available 24 hours a day, seven days a week. Without this essential guest service, a property cannot obtain or maintain a five-star rating. With all areas of hotel operations, considerations of efficiency and profitability rest alongside notions of service. Much is the same for room service; however out of all the departments delivering a product room service has a mandate to provide the service above considerations of profitability. Staff needs to be able to provide the highest level of service throughout hundreds rooms within the hotel.
This course intends to specifically focus on providing excellent room service to the guest room itself. The course begins by explaining how to take and process room service orders. Then discusses the preparations needed for room service. Then explains how to provide effective room service. Also, describes how to present room service account to the guest and then clear room service, Finally, it shows how to maintain readiness of room service area.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand:
- How to identify room service products that are available?
- The types of room service
- How to take guest order for room service?
- How to use selling techniques to optimise RS sales?
- Suggestive selling in room service
- The disadvantages of overusing suggestive selling
- How to confirm guest order and advise of expected service time?
- How to check food order requirements?
- How to record an RS order?
- What is included in a room service order form?
- How to action the order according to establishment procedures?
- How to prepare basic food and beverage items for RS?
- How to set up trays, trolleys and equipment for room service for a range of various meals orders?
- The several different types of trolleys used in RS
- How to collect food and beverage items from kitchen and bars for RS delivery?
- How to verify food and beverage items prior to delivery to room?
- How to provide excellent room service?
- How to transport RS service trays and trolleys to guest room?
- How to request entry to guest room?
- How to enter guest room and prepare for in-room service?
- How to position the RS order?
- How to identify room service items that have been supplied and confirm order with guest?
- How to serve food items according to standards and guest requirements?
- How to serve beverage items according to standards and guest requirements?
- How to verify room service documentation prior to presentation to guest?
- What is included in the account docket/bill?
- How to present room service account to guest?
- How to process payment of room service account?
- How to remove room service trays, trolleys and service items from guest rooms and floors?
- How to return room service trays, trolleys and service items to appropriate location?
- How to undertake ancillary duties in conjunction with clearing of room service items?
- How to clean and maintain-room service trolleys?
- How to clean room service crockery, cutlery and other items?
- How to re-stock room service area?
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
COURSE REQUIREMENTS:
You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.
COURSE DELIVERY:
Purchase and download course content.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.