Food and Beverage Services NC II

COMPETENCY-BASED LEARNING MATERIAL

Sector:

Tourism (Hotel and Restaurant)

Qualification Title:

Food and Beverage Services (FBS) NC II Unit of Competency:

Provide Room Services

Module Title:

Providing Room Services

Developed by:

DEO M. BELMONTE August 26, 2014

HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIALS Welcome to the module in Providing Room Service. This module contains training materials and activities for you to perform and complete. The unit of competency “Provide Room Service” contains knowledge, skills and attitudes required for FOOD AND BEVERAGE SERVICES (FBS) NC II. You are required to go through a series of activities in order to complete each learning outcome of the module. In each learning outcome are Information Sheets, Self-Checks, Task Sheets and Job Sheets. Follow these activities on your own. If you have questions, do not hesitate to ask your facilitator for assistance. The goal of this course is the development of practical skills. To gain these, you must learn basic concepts and technologies. For the most part, you will get this information from the Information Sheets. This module was prepared to help you achieve the required competency in “Providing Room Services”. This will be the source of information for you to acquire knowledge 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 information and complete the activities in each section.



Read Information Sheets and complete the Self-Checks. Suggested references are included to supplement the materials provided in this module.



Perform the Task Sheets and Job Sheets until you are confident that your outputs conform to the Performance Criteria Checklist that follows the sheets.

FBS NC II - Providing Room Services

Page 2



Submit outputs of the Task Sheets and Job Sheets to your facilitator for evaluation and recording in the Accomplishment Chart. Outputs shall serve as your portfolio during the Institutional Competency Evaluation. 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/or Accomplishment Chart.

You must pass the Institutional Competency Evaluation for this competency before moving to next competency. A Certificate of Achievement will be awarded to you after passing the evaluation. You need to complete this module before you can perform the module on Developing and Updating Food and Beverage Knowledge.

FBS NC II - Providing Room Services

Page 3

FOOD AND BEVERAGE SERVICES (FBS) NC II COMPETENCY-BASED LEARNING MATERIALS List of Competencies

No.

Unit of Competency

Module Title

Code

1.

Provide a Link Between Kitchen and Service Areas

Providing a Link Between Kitchen and Service Areas

TRS512316

2.

Provide Food and Beverage Services

Providing Food and Beverage Services

TRS512317

3.

Provide Room Services

Providing Room Services

TRS51231 8

4.

Develop and Update Food and Beverage Knowledge

Developing and Updating Food and Beverage Knowledge

TRS512321

FBS NC II - Providing Room Services

Page 4

MODULE CONTENT Qualification Title Unit of Competency Module Title

: Food and Beverage Services (FBS) NC II : Provide Room Services : Providing Room Services

Introduction: This module deals with the skills and knowledge required to provide room service in commercial accommodation establishments. This role is generally undertaken by food and beverage attendants in large establishments but may also involve front office personnel and kitchen staff. Learning Outcomes: Upon completion of this module, the trainee/ student must be able to: 1. Take and process room service orders 2. Set-up trays and trolleys 3. Present room service meals and beverages to guest 4. Present room service accounts 5. Clear room service area

Assessment Criteria: 1. Appropriate training facilities/resources are prepared based on the session requirement. 2. Learning stations are prepared and set-up according to learning activities. 3. Tools and equipments are prepared and set-up according to learning activities. 4. Pre-assessment instruments are prepared in accordance with the number of learners. FBS NC II - Providing Room Services

Page 5

5. Contents and procedures of pre-training assessment are explained according to guidance. 6. Evidence is gathered using the assessment tools specified in the evidence plan. 7. Evidences are evaluated and feedbacks are discussed based on the results of the pre-training assessment.

LEARNING OUTCOME #1

TAKE AND PROCESS ROOM SERVICE ORDERS

CONTENT: 1. Taking Room Service Orders

ASSESSMENT CRITERIA: 1. 2. 3. 4. 5. 6.

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 7. Promptly transfer orders in appropriate location for preparation

CONDITIONS: Student/ trainee must be provided with the following: 1. WORKPLACE LOCATION 2. TOOLS, ACCESSORIES AND SUPPLIES Door Knob Menu Telephone Pen and Paper 3. TRAINING RESOURCES Competency-Based Learning Materials Audio/Video Materials FBS NC II - Providing Room Services

Page 6

ASSESSMENT METHOD:  

Written Test Performance Test

FBS NC II - Providing Room Services

Page 7

LEARNING EXPERIENCES Learning Outcome No. 1 TAKE AND PROCESS ROOM SERVICE ORDERS Learning Activities Read Information Sheet 3.1-1 on Room Service Orders

Special Instructions Read and understand the Information Sheet and check yourself by answering the Self-Check 3.1-1 on Taking Room Service Orders. You must answer all questions correctly before proceeding to the next activity. Do not hesitate to ask your trainer about the use of this module.

Answer Self Check 3.1-1 on Room Service Orders

View film on “How to Take Room Service Orders”

Observe the telephone courtesies and other necessary information presented in the film. You may browse the internet for additional information on different room service standards per institution, procedures in taking orders, selling techniques, verifying procedures, telephone courtesy/manners, etc. After performing the Job sheet, evaluate your own performance using the Performance Criteria Checklist. Make the necessary corrections or improvements.

Perform Job Sheet 3.1-1 on Take Room Service Orders

FBS NC II - Providing Room Services

Present your work to your trainer for final evaluation and recording. Upon completion of these activities, Page 8

you may proceed to the next LO on Set-up Trays and Trolleys.

INFORMATION SHEET 3.1-1 Room Service Orders Learning Objectives: After reading this INFORMATION SHEET, you must be able to: 1. Define room service 2. Differentiate room service menu from door knob menu 3. Enumerate and explain the steps in taking room service orders through telephone 4. Interpret door knob menu

In Provide Food and Beverage Services, you learned how to set-up tables and prepare dining/restaurant area for service. You also learned how to welcome customers, take and process orders, serve and clear food and drinks, and close down restaurant/dining area. In this module, you will learn the skills and knowledge required to provide room service in commercial accommodation establishments. ROOM SERVICE The room service unit is tasked to attend to the delivery of food and beverage orders to guest rooms. In big hotels, room service operates as a separate unit, headed by a room service supervisor assisted by a captain waiter. In small hotels, the usual practice is to incorporate room service as part of the coffee shop operations. The coffee shop personnel are also authorized to perform room services. Room Service Menus

FBS NC II - Providing Room Services

Page 9

Room service menus, consisting of a la carte items are posted right in each guestroom as reference for guests in making a selection. Orders are usually made through the telephone and received by designated order taker. Steps in Taking Room Service Orders Made through Telephone Steps

Procedures

Rationale/Other Information

1. Lift the receiver of the telephone on the first ring if possible or within the first three (3) rings. Check the name of the guest and the room number during the interaction.

The mouthpiece should be at least ½ inch from the mouth.

Courteous greetings said with a smiling voice will certainly make a good impression.

Identify room service and greet the caller as you say: “Room Service, good ______. This is _________ speaking. May I know your name and your room number sir/madam?”

2. Take the order and write it down in an order slip (triplicate copies; one copy of the order slip goes to the kitchen, one for the cashier and the last one is for the waiter)

Write down and clarify orders as you hear them. Ask the number of orders and the guest’s preferences regarding the manner of preparation, salad dressing, etc. For eggs, whether boiled, poached, scrambled, etc.

FBS NC II - Providing Room Services

Page 10

This is important to ensure that the guest’s preferences and requirements are followed in the preparation. Thus, complaints can be avoided. Get other serving instructions like additional butter, plates,

Whether breads should be served toasted or plain.

etc. Be a good salesman. Make appropriate suggestions.

If the guest is undecided, suggest menu specialties Offer the appropriate or chef’s daily specials. drinks or wine that best complement the meal. Before closing, say “Will that be all sir/madam?” If the items or one of the items is out of stock, inform the guest immediately and suggest an appropriate substitute.

3. Repeat the order. Clarify the order as you hear them.

Mention the order quantity and manner of preparation. “May I repeat your order sir/madam? You’ll have: 2 orders of cornflakes cereals with cold milk 2 scrambled egg with bacon 2 pancakes with buttermilk 2 freshly squeezed orange juice 2 orders of brewed coffee Did I get your order right sir/madam? Your order will be delivered in 15 minutes. Thank you!”

FBS NC II - Providing Room Services

Page 11

Repeating the orders helps to prevent errors that can be sources of complaints. Advise the guest of approximate time of delivery.

4. Place the order to the kitchen.

Give the copy of the order slip to the food checker and another one for billing purposes.

Door Knob Menus Many hotels make use of door knob menus for breakfast orders. Said menu is also provided in each room and the guests fill it out 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 3:00 AM. The order is then endorsed to the kitchen and prepared in advance. It is delivered on the exact time indicated in the order form. Thus the guests are spared from waiting for their orders especially when they are scheduled to leave early in the morning.

Mayumi

Inn, Bar and Restaurant DOOR KNOBinside MENUthe guestrooms by room 1. Door knob menus are placed

2. 3.

4. 5. 6.

attendants. After filing out the door knob menu, guests will hang it in his door knob to be picked up by the room service waiter. Captain waiter must counter check the room number with that indicated in the door knob menus to prevent mistakes in the delivery of orders. Collected door knob menus are to be endorsed to captain waiters or order takers for the recording and preparation of receipts. Room No. _____orders are endorsed to the waiters for the mis-enDoor knob menu No. of Persons: _____ Guest’s Name: place preparation. ___________________________________________________________ Captain waiters should closely monitor the service time and see to Time of Delivery: _________________ it that the delivery of orders is done on the time requested, especially for the doorBREAKFAST knob menu ORDER orders. _____ Continental Breakfast ---------------------------------- P170.00 _____ American Breakfast ------------------------------------ P200.00 _____ Filipino Breakfast ---------------------------------------- P150.00 _____ Pancake --------------------------------------------------------P150.00 _____Buttermilk ______ Blueberry _____ Eggs --------------------------------------------------------------P100.00 _____ Omelet _____ Boiled _____ Poached _____Beverages ------------------------------------------------------P100.00 _____ Brewed Coffee _____ Decaffeinated _____ Iced Tea _____ Fresh Milk _____ Soda Room Services Page 12

Sample Door Knob Menu

FBS NC II - Providing

>>>>>>>>>>>>>PLEASE HANG THIS CARD ON YOUR DOORKNOB TO BE COLLECTED AT 3:00 AM.