providing room service to guest in thier respected room

for my learning in my studies in ncll

1. SESSION PLAN
Sector : Tourism
Qualification Title : Food Service Management NC II
Unit of Competency : Provide Room Service
Module Title : Providing Room Service
Learning Outcomes
1. Take and process room service orders Telephone call is promptly and courteously attended to in accordance with customer service
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
. INTRODUCTION
This unit deals with the skill and knowledge required to provide room service in commercial accommodation
establishments. This role is generallyundertake by food and beverage attendants in large establishments but mat
also involve front office personnel and kitchen staff.
B. LEARNING ACTIVITIES
LO1: TAKE AND PROCESS ROOM SERVICE ORDERS

LEARNING CONTENT

METHODS

PRESENTATION

PRACTICE

FEEDBACK

RESOURCES

TIME
 Telephone call is promptly
and courteously attended to
in accordance with customer
service
Selfpaced
/Modular
Read information
Sheet 1.1 on Taking
reservation
Answer Self
Check
Compare
with
Answer key
The Waiters
Handbook chapter 4
Food service
preparation
p. 33 by Graham Brown
and Karon Hepner

 Guests’ names are checked and
used throughout the interaction.
Selfpaced /
modular
Read Information
Sheet 1.2 on Taking
room service orders
Answer
Self
Check
Compare
with
Answer key
The Waiters Handbook
chapter 4 18 pp. 169 –
170 By Graham Brown
and Karon Hepner

2.  Details of orders are clarified.
Repeated and checked with
guests for accuracy
Selfpaced/
modular
Read Information
Sheet 1.3 on Taking
room service order
Answer
Self
Check
Compare
with
Answer key
Room Service Standards, Room Service
Procedures, BNG Hotel Management
Institute,
https://bngkolkata.com/roomservice-
standards/

 Suggestive selling techniques
are used when appropriate
Selfpaced/
modular
Read Information
Sheet 1.4 on
Describing and
recommending
dishes
Answer
SelfCheck
Compare
with
Answer key
The Waiters handbook chapter 6 Taking
the orders and correcting the covers p.60
by Graham Brow and Karon Hepner

 Guests are advised of
appropriate time of delivery
Selfpaced/
modular
Read Information
Sheet 1.5 0n Taking
room service
order/orders
Food Service and Bartending chapter 4
Hotel room service p.172-173 by Amelia
S. Roldan and Benito T Edica and The
Waiters Handbook p.169 -170 by Graham
Brown and Karon Hepner

 Room service orders are
recorded and relevant
information are checked in
accordance with
establishment policy and
procedures
Selfpaced/
modular
Read Information
Sheet 1.6 on
Computerized
control System
The Waiters Handbook chapter 6 p 68 by
Graham Brown and Karon Hepner

 Room service orders received
from doorknob dockets are
interpreted
Selfpaced/
modular
Read Information
Sheet
1.7 on Service of
door
knob menus
Food Service and Bartending chapter 4
Hotel room service p. 177 by Amelia S.
Roldan and Benito T. Edica and Graham
Brown and Karon Hepner

 Orders are promptly
transferred to appropriate
location
Selfpaced/
modular
Read Information
Sheet on 1.8
on Guest
order
flow
Textbook of Food and Beverage
Management lesson 15 Room service p.
162 -163

3. LO2: SET UP TRAYS AND TROLLEYS
LEARNING CONTENT METHODS PRESENTATION PRACTICE FEEDBECK RESOURCES
 Food and
beverage items
 are prepared for
service periods in
accordance with
establishment
procedures
Selfpaced/ modular Read Information Sheet
2.1 on
Preparing room service items
for service periods and
Preparing/Assembling the
order
Answer
Self
Check
Compare
with
Answer key
The Waiters handbook chapter 18
p.168 by Graham Brown/Karon
Hepner and Food Service and
Bartending chapter 4 Hotel Room
Service pp.174 -175 by Amelia S.
Roldan/Benito T. Edica

 General room
service equipment
are prepared for
use based on
establishment
Selfpaced/ modular Read Information Sheet
2.2 on Preparing for
Room Service and Setting
Answer
Self
Check
Compare
with
Answer key
Food Service and Bartending chapter
4 p. 171 by Amelia S. Roldan/Benito
T. Edica/ The Waiter’s Handbook
chapter 18 p. 170 by Graham
Brown/Karon Hepner

 procedures up trays and trolleys KEY
 Trays and trolley
are set –up in
accordance with
establishment
standards for
variety of meals
including
 2.3.1 Breakfast
 2.3.2 Lunch
 2.3.3 Dinner
 2.3.4
Complimentary
 2.3.5 Special
Request
 2.3.6 VIPs
Selfpaced/ modular Read Information Sheet 2.3
on Setting up trays and
trolleys/Preparing for
Room Service
Answer
Self
Check
Compare
with
Answer key
Food Service and Bartending chapter
4 p. 171 by Amelia S. Roldan/Benito
T. Edica/ The Waiter’s Handbook
chapter 18 p. 168 by Graham
Brown/Karon Hepner

4.  Service
equipment
and materials
are selected
and
 checked for
cleanliness and
damages
Selfpaced/
modular
Read Information Sheet 2.4
on Storage of Equipment
and products/Preparing
room service equipment
Answer
Self
Check
Compare
with answer key
The Waiter’s Handbook
chapter 18 pp.168-169 by
Graham Brown/Karon
Hepner


 Trays and
trolleys are set
up in
accordance
with setting up
and
presentation
techniques
Selfpaced/
modular
Read Information Sheet
2.5 on Setting up trays
and
trolleys/Preparing/Assem
bling the order
Answer
Self
Check
Compare
with answer key
The Waiter’s Handbook
chapter 18 p.170 by
Graham Brown/Karon
Hepner/ Food Service and
bartending by
Amelia S. Roldan/Benito T.
Edica

 Food items
and beverage
are promptly
collected
based on
establishment
 procedures
Selfpaced/
modular
Read Information Sheet 2.6
on Collection of the orders
Answer
Self
Check
Compare
with answer key
The Waiters Handbook
chapter 18 p.171 by Grham
Brown/Karon Hepner

 Orders are
checked
before
 leaving the
kitchen for
delivery
Selfpaced/
modular
Read Information Sheet 2.6
on Assembling the
order/Collection of the
orders
Answer
Self
Check
Compare
with answer key
Food Service and Bartending
chapter 4 p. 174 by Amelia S.
Roldan/Benito T. Edica/ The
Waiter’s Handbook chapter 18
p. 171 by Graham Brown/Karon
Hepner

5. LO3: PRESENT ROOM SERVICE MEALS AND BEVERAGES TO GUEST
LEARNING CONTENT METHODS PRESENTATION PRACTICE FEEDBACK RESOURCES TIME
 Entry to guests’ rooms are
requested by knocking firmly on
the door in accordance with
establishment service standards
Selfpaced/
modular
Read Information Sheet
3.1 on Delivering and
Serving Room Service
Order/Entering a
Guest room
Answer
Self
Check
Compare
with answer
key
Food Service and Bartending chapter4
p. 175 by Amelia S. Roldan/Benito T.
Edica/ The Waiter’s Handbook chapter
18 p. 171 by Graham Brown/Karon
Hepner

 Entered guests’ rooms upon
appropriate response from
guests and greeted them politely
in accordance with
establishment service standards
Selfpaced/
modular
Read Information Sheet
3.2 on Delivering and
Serving Room Service
Order/Entering a Guest
room
Answer
Self
Check
Compare
with answer key
Food Service and Bartending chapter 4
pp.175-176 by Amelia S. Roldan/Benito
T. Edica/ The Waiter’s Handbook
chapter 18 pp. 171-172 by Graham
Brown/Karon Hepner

 Preferences for positioning
 of trays or trolleys in the room
are consulted with guests in
accordance with establishment
procedures
Selfpaced/
modular
Read Information Sheet 3.3
on Presentation of room
service food and beverages
Answer
Self
Check
Compare
with answer key
The Waiters Handbook chapter 18 p172
by Graham Brown / Karon Hepner

 Positioned furniture correctly
where required
Selfpaced/
modular
Read Information Sheet 3.4
on Arranging table and
chairs for room service
Answer
Self
Check
Compare
with answer key
Hotel room service: Complete guide
for hotels, By Dean
Elphick,
https://www.siteminder.com/r/hotel-
room-service

 Meals and beverages are served
and placed correctly in
accordance with establishment
policy Meals and beverages are
served and placed correctly in
accordance with establishment
procedures
Selfpaced/
modular
Read Information Sheet 3.5
on Proper set up of food
and beverage, and utensils
for room service
Answer
Self
Check
Compare
with answer key
Hotel room service: Complete guide
for hotels, By Dean
Elphick,
https://www.siteminder.com/r/hotel-
room-service/

6. LO4. PRESENT ROOM SERVICE ACCOUNTS
CONTENT LEARNING METHODS PRESENTATION PRACTICE FEEDBACK RESOURCES
 Guests accounts
are checked for
accuracy
and presented in
accordance with
establishment
procedures
Selfpaced/
modular
Read Information
Sheet 4.1 on
Preparing and preseting
bills.
Answer
Self
Check
Compare
with
answer key
Presenting Room Service Account, 3 Steps in Presenting Room
Accounts, By: Everand: Ebooks and Audiobooks,
https://www.scribd.com/presentation/467485534/PRESENT
ING-ROOM-SERVICE-ACCOUNT
The Waiters handbook chapter 19 p.16 by Graham
Brown/Karon Hepner and Food Service and Bartending
chapter 6 Hotel Room Service pp.17 -25 by Amelia S.
Roldan/Benito T. Edica

 Cash payments
are presented to
the casher for
processing in
accordance with
establishment
guidline
Selfpaced/
modular
Read Information Sheet
4.1 on Preparing and
presenting bills.
Answer
Self
Check
Compare
with answer
key
Presenting Room Service Account, 3 Steps in Presenting Room
Accounts, By: Everand: Ebooks and Audiobooks,
https://www.scribd.com/presentation/467485534/PRESENT
ING-ROOM-SERVICE-ACCOUNT

 Charge accounts
are presented to
guests for
signing based on
establishment
policy
procedures
Selfpaced/
modular
Read Information Sheet
4.1 on Presenting bills to
the guest.
Answer
Self
Check
Compare
with answer
key
• Presenting Room Service Account, 3 Steps in Presenting
Room Accounts, By: Everand: Ebooks and Audiobooks,
https://www.scribd.com/presentation/467485534/PRESENT
ING-ROOM-SERVICE-ACCOUNT
• The Waiters handbook chapter 19 p.16 by Graham
Brown/Karon Hepner and Food Service and Bartending
chapter 6 Hotel Room Service pp.17 -25 by Amelia S.
Roldan/Benito T. Edica

7. LO5. CLEAR ROOM SERVICE AREA
LEARNING CONTENTS METHODS PRESENTATION PRACTICE FEEDBACK RESOURCES
 Floors are checked and
cleared in accordance with
establishment policy and
guidelines
Selfpaced/
modular
Read Information
Sheet 5.1 on Checking
and clearing floors
under the table and
floor areas inside the
guest room.
Answer
Self
Check
Compare
with answer key
Room Service Standards, Room Service
Procedures, BNG Hotel Management Institute,
https://bngkolkata.com/roomservice-
standards/

 Trays and trolleys are
returned to the room
service area are
dismantled and cleaned in
accordance with
establishment procedures
Selfpaced/
modular
Read Information
Sheet 5.2 on Proper
storing and stacking of
trays and trolleys in
the storage.
Answer
Self
Check
Compare
with answer key
• The Waiters Handbook chapter 8 pp. 16 –
25 By Graham
Brown and Karon Hepner
• Hotel room service: Complete guide for
hotels, By Dean
Elphick, https://www.siteminder.com/r/hotel-
room-service/

 Food,beverage and
equipment are re -
stocked in accordance
with establishment
 policy
Selfpaced/
modular
Read Information
Sheet 5.3 on Proper re-
stocking of food,
beverage and
equipment in the
storage.
Answer
Self
Check
Compare
with answer key
The Waiters Handbook chapter 8 pp. 26 – 31
By Graham
Brown and Karon Hepner Hotel room
service: Complete guide for hotels, By Dean
Elphick, https://www.siteminder.com/r/hotel-
room-service/

C. ASSESSTMENT PLAN
• Written Test
• Performance Test
D. Trainer’s Self- Reflection of the Session




Prepared By:

Leah May J. Montojo