HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL

Welcome to the module in PROVIDING ROOM SERVICE. It is

one of the core competencies of FOOD and BEVERAGE SERVICES
NC II, a course which compromises the knowledge, skills, and
attitudes required for a global competitive food server.
This module contains training materials and activities for you
to complete. This encompasses series of learning activities in order
to complete each learning outcome of the module. In each learning
outcome are Information Sheets, Self-Checks, Task Sheets.
Execute the activity independently and don't hesitate to ask your
facilitator for assistance.
The goal of this course is to acquire learning’s and
development of practical skills is the best possible way. To gain
these skills, you must learn basic concepts terminologies, follow
instructions and apply it in real life situation. For the most part,
you'll get this information from the Information Sheets and TESDA
Website, [Link]
This module was prepared to help you achieve the required
competency, in “PROVIDING ROOM SERVICE”.
This will be the source of information for you to acquire
knowledge, attitude and skills in this particular competency
independently and at your own pace, with minimum supervision or
help from your instructor.
Remember to:
 Work through all the information and complete the
activities in each section.
 Read information sheets and complete the self-check.
Suggested references are included to supplement the
materials provided in this module.
 Most 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.
 You will be given plenty of opportunity to ask questions
and practice on the job. 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.
 Use the Self-checks, Operation Sheets or Job Sheets at
the end of each section to test your own progress as an
assessment tool.
 When you feel confident that you have had sufficient
practice, ask your Trainer to evaluate you. The results of
your assessment will be recorded in your Progress
Chart and Accomplishment Chart.
 You need to complete this module before you can
perform the next module.
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 TABLE OF CONTENTS

Module content .......................................................... 4-5

Learning outcome
summary .......................................................... 6
Learning .......................................................... 7
Experiences
INFORMATION SHEET
NO.5.1-1 .......................................................... 8-12
Self-check 5.1-1 .......................................................... 13
Answer key 5.1-1 .......................................................... 14
Task sheet 5.1-2 .......................................................... 15-16
Performance
criteria checklist .......................................................... 16
Task sheet 5.1-2 .......................................................... 17
Performance .......................................................... 17
criteria checklist

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 FOOD AND BEVERAGE SERVICES NC II
COMPETENCY BASED LEARNING MATERIALS

List of Competencies

No. Unit of Competency Module Title Code

1 Prepare the dining Preparing the dining TRS512387
room/restaurant area room/restaurant area
for service for service
2 Welcome guests and Welcoming guests and TRS512388
take food and take food and
beverage orders beverage 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 TRS51239
service service 1
6 Receive and handle Receiving and TRS512392
guest concerns handling guest
concerns

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 MODULE CONTENT

Qualification: FOOD AND BEVERAGES SERVICES NCII

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

Module Descriptor: This unit deals with the knowledge and skills
required in the provision of food and beverage service particularly in
the guest room of a commercial accommodation establishment.

Nominal Duration: 60 Hours

Learning Outcome:

Upon completion of this module, you must be able to:

1. Take and process room service order
2. Set up trays and trolleys
3. Present and serve food and beverage orders to guests
4. Present room service account
5. Clear away room service equipment.

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
9. Prepare food and beverage items in accordance to
establishment standards
10. Prepare general service equipment’s according to
establishment standards
11. Set up trolleys and trays for variety of meals in accordance
to set- up presentation and establishment standards
12. Selects and checks equipment and materials for cleanliness
and damages
13. Food and beverages are promptly collected based on
establishment procedures
14. Checks orders before leaving the kitchen for delivery
15. Knocks guest’s room courteously
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16. Greets guest upon entry of the room in accordance to
establishment’ standards
17. Consults guest as to where the tray is laid or where to
position trolley inside the room
18. Check guest account accurately
19. Presents account in accordance to establishments’
procedures
20. Presents cash payment to cashier for processing in
accordance to establishments’ guidelines
21. Presents charge accounts to guest for signing based on
establishments’ procedures
22. Checks and clear floors in accordance with establishment’s
policy and guidelines
23. Returns trays and trolleys to the room service in accordance
to company procedures
24. Re-stocks food and beverage and equipment’s in accordance
to establishment’s policy

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 LEARNING OUTCOME SUMMARY
LEARNING OUTCOME NO. TAKE AND PROCESS ROOM
1 SERVICE ORDERS
CONTENTS:

 Taking Room Orders

 Telephone conversation
 Verbal and non-verbal communication
 Suggestive selling techniques
 Telephone etiquettes
ASSESSMENT CRITERIA:

 Answer telephone with proper telephone etiquettes

 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
CONDITIONS:

The students/trainees must be provided with the following:

 Telephone
 Door knob menu
 Pen
 Order slip
 Instructional materials
 Guest information
ASSESSMENT METHOD:

 Simulation/Practical test with oral questioning

 Oral or Written test

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 LEARNING EXPERIENCES

Learning Outcome No.1: TAKE AND PROCESS ROOM SERVICE

ORDER

Learning Activities Special Instructions

Information Sheet No. Read Information Sheet no. 1.1-1
1.1-1 Acquire and familiarize with the room
ROOM SERVICE ORDER service order through the information
sheet. A short video clip is provided
that will serve as your guidance in
order for you to be familiarize on
process of room service order taking.
Don’t hesitate to ask queries from
your facilitator. Also, the facilitator
provided a PowerPoint presentation
as a guide for the lecture proper.
Information/terminologies can be
derived from this. Be attentive, watch
and listen carefully.
Self-Check 1.1-1 Answer Self-Check No. 1.1-1;
compare your answers to the Answer
key on the next page. Avoid looking
at the answer sheet before answering
self-check.
Task Sheet 1.1-1 Perform Task Sheet No. 1.1-1
TAKING ROOM SERVICE entitled Taking Room service orders
ORDERS THROUGH through telephone, this is a
TELEPHONE performance task specifically as role
play that will be executed by
partners. One first serves as the
receptionist and the other as the
guest (vice versa); Performances will
be assessing through the
performance criteria checklist. That is
located on the next page after the
Task Sheet No. 1.1-1.
Task Sheet 1.1-2 Perform Task Sheet No. 1.1-2
INTERPRET DOORKNOB entitled Interpret doorknob menu,
MENU this is a performance task specifically
as role play that will be executed
individually. Performances will be
assessing through the performance
criteria checklist. That is located on
the next page after the Task Sheet
No. 1.1-2.

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 INFORMATION SHEET No. 1-1.1
ROOM SERVICE ORDER

Learning Objective:
After reading the Information Sheet, the trainee must be able
to:
Define room service.
Familiarized to the process of room service order taking.
Show active participation during task activity.
Appreciate the importance of room service in food and
beverage services.

INTRODUCTION
ROOM SERVICE is part of the hotel operations where they
serves food conveniently to their respective guest rooms by just
calling the room service department and place order of food &
drinks to be sent to their room. Room service is a 24 hours service.
Duties includes checking of minibars upon check out, collecting
breakfast menus every morning. Sending food and beverage & room
amenities to guest.

Why Room Service?

Can enjoy meals in the privacy of own room.
Can place order even at odd hours.
Food is delivered to room, therefore it saves time.

ROOM SERVICE MENU

Consist of a la carte items that are provided
in a hotel guestroom. This menu is itself an
advertising tool such that guests can make a
selection without taking time to make inquiries to
room service providers. Orders are usually made
through the telephone and received by a
designated order taker.
In some hotels, breakfast orders are placed
by the guest through a door knob menu. The guest
fills it up with their order, indicating the exact time they want their
order to be delivered. Then they hang it on the door knob to be
picked up by room service waiters in the evening or at about 3 AM.

Meal Functions:
 Breakfast
 Lunch
 Brunch
 Dinner
 Special requests
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 SEQUENCE OF ROOM SERVICE

TAKING FOOD SERVICE PROCEDURE

PLACING ORDER TO THE KITCHEN

POSTING THE ORDER FOR BILLING

ASSEMBLING ROOM SERVICE ORDER

LOGGING DOWN THE ORDER ON THE CONTROL SHEET

DOUBLE-CHECKING MISE-EN-PLACE, FOOD

PREPARATION

PREPARATION OF THE BILL

PICK-UP AND DELIVERY OF THE ORDER

OFFERING OR EXTENDING PERSONALIZED SERVICE

SETTLING OF THE BILL; BIDDING GOODBYE

FORWARDING PAYMENT OR SIGNED BILL TO
THE FRONT OFFICE CASHIER

Room Service Personnel:

 Captain Waiter- supervises the flow of operation in room
service unit. He maintains the par stock of the service station.
 Room Service Waiter- is responsible in collecting door knob
menu, mise en place preparation, and the delivery of room
service orders.
 Room Service Order Taker- She/he is also a wait staff,
she/he is the one who take orders through phone…

TELEPHONE CONVERSATION
Most probably person who avail room service is a frequent
flier and don’t have time to wait, in this case phone conversation
must be prompt, direct to the point and formal. Although there are
some resorts that they want to make phone conversation in a jolly
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mood. The designated room service order taker must be tact in
her/his word and never alibi. Suggestive selling must be appropriate
at all times and concise.
ROOM SERVICE ORDER
Orders in room service are forwarded to the main kitchen and
bar/coffee shop for beverages (fresh juices/café latte, wines).
It is imperative that orders must be delivered on time; delivery time
is always indicated in a door knob menu
and asks by room service order taker if
order is through phone.
TAKING ROOM SERVICE ORDERS
Most room service orders are given by
telephone. The person answering the
telephone must have a good knowledge
of the menu and a professional telephone
manner. The telephone must be answer
quickly.
And pay special attention to:
The greeting
Introduction of the department and self
Use of the guest’s name

Sample phraseology;

“Good morning, Mr. Stephens. This is room service, Mark speaking.

How may I help you?”
 After the greeting and confirming his/her name, accurately
take all needed information as follows:

 Write down the order carefully on a docket. Don’t forget to

record the room number.
 For eggs-whether boiled, poached, scrambled.
 For steaks- whether rare, medium rare, well-done.
 Whether bread be served toast or plain.
 Preferred salad dressing- French, vinaigrette or
thousand islands.
 Always seek opportunities to “up sell”- that is, to use
suggestive selling.
 Be flexible and helpful if the guest requests items not on the
menu.
 Repeat the order to the guest, clarifying any doubtful details.
 Tell the guest approximately how long it will take for the order
to be delivered. It should be no more than 30 minutes
 Check that all the details are correctly recorded on the docket.
 Repeat the order.
 Enter the order in POS.
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  Promptly distribute the order to the appropriate personnel,
both in the room service department and other departments.

USE SELLING TECHNIQUES TO OPTIMISE ROOM SERVICE

SALES
When talking with the customer, Room Service staff may need
to advise and to assist the customer in making their selection by
suggesting or explaining menu items.
This is called “suggestive selling” and is a practice that can be
applied in bars, in the dining room, the bottle shop and at front
office. Some examples of suggestive selling in room service include:
“Would you like a serve of potato chips with your steak, Mrs.
Jiang?”
“Mrs. Perez, can I recommend the seafood chowder it's a
delicious blend of flavours and is served with hot crispy herb
bread would you like to try it as a starter?”
“Would you like to select a wine to go with the meal?”
“May I suggest a serving of fresh bread and dips our Chef
mixes his own selection of dips daily?”
“All the desserts are delicious, especially the lemon tart that
was baked this afternoon and is served hot with a crystallized
lemon slice.”
Always remember that suggestive selling is only a tool used to
inform the customer of the various items on the menu that, the
guest may have forgotten to select or was unaware were availability
or maybe was just unsure of ingredients or taste.
Suggestive selling works well when the staff have a full and
complete knowledge of menu possibilities. This should include
specific knowledge such as which foods would suit a diabetic or
vegan, and whether the hotel offers Kosher / Halal or other
variations to meet special needs.
When suggestive selling is overused, it may make the
customer feel uncomfortable because they are turning down your
suggestions constantly – so be sensitive when applying suggestive
selling techniques.
Example of overusing suggestive selling can be seen in the
following dialogue.
“Yes, Mr. Tran, and would you like
a side of fried onions with that?”
she asked”
 “No, thank you,” he replied
“Then would you like an extra side
salad?”
 “No,” he replied tersely
“Garlic bread, herb bread or rice
cakes?”

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  “No! I just want the steak and salad!" he said loudly
“OK but our chocolate mousse is great. What about one of
those?” “
 “No,” he replied, his voice now very grumpy.
“Well would you like to place your breakfast room order now?”
Mr. Tran Hung up crossly.
As you would have to agree, this employee has taken
suggestive selling just a little too far.
In fact, the customer is now annoyed which is exactly the
opposite of what is intended.
Finally, it is a dangerous practice to try suggestive selling
techniques when you don’t have full and total product knowledge:
you can easily get “caught out” when the guest asks a question you
can’t answer.

SELF CHECK 1.1-1

TRUE OR FALSE:
Tell whether the given statement about Room service order
taking is true or false. Write T if the statement is true and F if the
statement is false. Write your answer to a separate sheet.
1. Room service in large hotel is 24/7.
2. Usually the format of menu in room service is a la carte.
3. Never use suggestive selling in room service.
4. Door knob menu is normally presented to right side of the
guest.
5. One of the duties and responsibilities of a room service waiter
is to collect the door knob menu.

ENUMERATION:
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Enumerate the following. Write your answer to a separate sheet.
Types of meal function in room service:
1.
2.
3.
4.
5.
Who are the room service personnel?
1.
2.

SELF CHECK ANSWER KEY NO. 1.1-1

TRUE OR FALSE:
1. T
2. T
3. F
4. F
5. T

ENUMERATION:
Types of meal function in room service:
1. Breakfast
2. Brunch
3. Lunch
4. Dinner
5. Special Request

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Who are the room service personnel?
1. Captain waiter
2. Room service waiter
3. Room service order taker

TASK SHEET No. 1-1.1

TAKING ROOM ORDERS THROUGH TELEPHONE

[Link]
%20Technical%20Vocational%20Education%20and%[Link]
[Link]

After completing this activity you should be

Performance
able to take orders through telephone
Objective:
promptly and accurately.
Supplies and
Order slip, Pen, Doorknob menu
Materials:
Equipment: Telephone
Steps and 1. Customers or guest calls up the front
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 desk employee or food manager of
the hotel or other similar
establishment through the
establishment’s telephone or
intercom.
2. A front desk officer attends to the call
promptly and courteously. If a menu
and drink lists are already available
in the room, the front desk officer
writes down the details of the order,
the time it was placed, name of the
costumer or the guest, room number
and other pertinent details. As part of
standard operating procedure, the
front desk officer repeats the menu
items ordered to verify their
accuracy. He or she then proceeds to
provide the guest or customer other
pertinent information like waiting
time and the like. He or she may also
inquire if payment will be in the form
of cash or credit. However, this
maybe optional depending on the
Procedure: establishment’s policy.
3. However, if a menu or drink list is not
available, a waiter goes to the room
and presents the list to the guest. If
the guest is hesitant on what to
order, the waiter may recommend or
give suggestions to assist guest with
his or her food and drink selections.
The waiter should be ready to take
and record the orders. He should
write down and relay to the food
manager or chef any special request
regarding dietary or cultural
requirements maybe requested by
the guest.
4. Details of the transaction should be
put into writing by filling the
appropriate request form.
5. Front desk employee forwards the
written request to the kitchen
manager or chief chef for action.
6. Food is prepared within the prescribe
time or schedule by the kitchen
personnel.
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 Simulation/Practical test with oral
Assessment
questioning
Method:
Oral or Written Test

PERFORMANCE CRITERIA CHECKLIST

Did you . . . . YES NO

1. Answer the phone promptly.
2. Greet guest with good manner.
3. Introduce the department and self.
4. Get necessary information.
5. Identify menu items.
6. Perform suggestive selling.
7. Repeat the orders to the guest.
8. Ask the time of delivery or inform the guest
about the time of preparation.
9. Accomplish the control sheet.
10. Prepare all items according to safety
and sanitation standard
11. Prepare the bill.

TASK SHEET No. 1-1.2

INTERPRET DOORKNOB MENU

FIGURE 1.1-DOORKNOB MENU

[Link]
q=doorknob+menu&source=lnms&tbm=isch&sa=X&ved=0ahU
KEwjW-
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 Given the appropriate tools and materials
Performance
demonstrate to the head how to interpret
Objective:
different doorknob menu
Supplies and
Doorknob Menu
Materials:
Equipment: Tables and Chairs
1. Gather doorknob menu.
Steps and 2. Check the doorknob menu
Procedure: individually.
3. Interpret doorknob menu
Simulation/Practical test with oral
Assessment
questioning
Method:
Oral or Written Test

PERFORMANCE CRITERIA CHECKLIST

Did you . . . . YES NO

1. Checked the doorknob menu promptly and
properly.
2. Interpreted the doorknob Menu accurately.
3. List of orders out of the items clearly created
from the doorknob menu

References:

[Link]
[Link]
q=doorknob+menu&source=lnms&tbm=isch&sa=X&ved=0ahUKEw
jW-
fjs9obiAhWIso8KHWHXAz8Q_AUIDigB&biw=1366&bih=657#imgrc=
26M6RVxzBeC5dM:
Vallesteros, R.A. 2016 “Reviewer in Food and Beverage Services for
NCII”, CSTC, Sariaya, Quezon
De Villa, O.M. (2009) “F&B Services NCII”
[Link] 01/module-title-providing-
[Link]?m=1
Dajao,C.M.B. 2018 “Ready or Not”(Food and Beverage Services for
NCII), Lucban Quezon
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Basbas L.D “Food and Beverage Services (1st Edition)

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