room service. well-managed room service: prompt & courteous response to calls correctly filled...
TRANSCRIPT
ROOM SERVICE
WELL-MANAGED ROOM SERVICE:
Prompt & courteous response to calls
Correctly filled orders Efficient & quick delivery of
orders Tactful & courteous staff to
deliver Staff adhere to safety rules Hot & cold f & b delivered at
correct temperature Prompt removal of trays &
equipment
WHY DON’T WE LIKE ROOM SERVICE?
We don’t make money & we have to have it
Labor cost is high – always on the ready
Kitchen & production: not the main priority
Transporting food is a pain Retrieving equipment is a pain Equipment is expensive Tableware commonly disappears or
goes missing for long periods of time
WHY? CONT’D
Communication problems with guests; language, misunderstanding
Order taking problems No up-selling possible Within-guest room
service challenges We might have to do it
24/7
ROOM SERVICE DEPARTMENT STAFFING:
Room Service Manager Assistant Room Service Manager Room Service Captain – in charge of order
takers, attendants, buspersons; supervise suites; inventory; attend to VIP’s
Room Service Order Taker – guest contact person
Room Service Attendants – checks & delivers orders; station set-up;
Buspersons – set up station in production area, assemble orders, pick up, clean equipment, set up suites, etc.
ROOMSERVICE PROCEDURES:
Pre-Prep Procedures Take the Order –
manual/electronic; phone skills of order taker
Route the order to station for preparation; timing
Prepare the order; timing Deliver the order in
approximate sequence received; timing
TAKING THE ORDER:ALL STAFF SHOULD KNOW: Proper pronunciation of
menu items Menu specials of day Signature/feature items Menu items in/out of season Ingredients/methods of prep Prices Alcohol & other beverages
that compliment items
DELIVERING THE ORDERHOW TO GET IT
THERE: Transport on cart Dumbwaiters Designated elevators Flying kitchen – well
equipped elevators moving between floors
Service attendants assigned to a floor; carts are dropped and they deliver
SERVICE PERSONNEL & TRAINING:
1. Set up meal when it is delivered; tableside prep/service
2. Explain procedures to retrieve items
3. Present guest check & secure payment
4. Open & serve wine5. Provide “hospitality”
attitude versus rushing back out the door
ROOM SERVICE FOR PETS!
OTHER ROOM SERVICE DEPARTMENT DUTIES:
Uncork & serve both sparkling & non-sparkling wine
Arrange & deliver special “amenities” Courtesy cards – placement Special “equipment” needed with a meal;
tableware, napkins, etc. Welcome cards Deliver bar set-ups VIP coffee service Set up Hospitality Suites for group business
ROOM SERVICE MENU OPTIONS
Offer fewer items that cost more than dining room item counterpart
Offer items from restaurant menu that will hold up in transport & delivery
Feature items not on standard menu Use dining room menu + other types
of desired menu items; coffee shop menu
WHAT ABOUT THAT MENU?
Readily available in room or video ordering (TV)
Multiple languages if appropriate Menu design can influence purchases Tent cards Provide breakfast menu with turn-down
service Doornob menu Phone number easily identified Hours: 24/7 or ???
EQUIPMENT Carts to transport Special heating/transport
equipment for hot foods Special cooling/transport
equipment for cold foods Sanitation VIP Lids, etc., for drinks/spillage Placemats, tray “décor” (flowers)
CARTS………
CARTS……….
FORECASTING & EMPLOYEE SCHEDULING -
FACTORS Occupancy rates create a derived
demand # of guests traveling with an
expense account # of convention & business groups
in-house # of guests who receive continental
breakfast with room rate
WHICH FAMOUS HOTEL WAS FIRST TO OFFER ROOM SERVICE?
AND THE MENU, PLEASE…