SOP - Standard Operating Procedures - F&B Service. (Room Service).


Standard Operating Procedure
Room Service.
                        Index.
  1. Order Taking Procedures.
  2. Setting up of Tray / Trolley.
  3. Delivering the order in Room.
  4. Prepare the Tray / Trolley for delivery.
  5. Tea / Coffee Service.
  6. Clearing the Tray.
  7. Presenting the Bill.
  8. CIP / VIP Amenity Service.
  9. Morning Shift Check List.
  10. Evening Shift / Night Shift Check List.
  11. Take Away (Parcel) Order Procedures.
  12. Suggestive Selling & Up Selling.

  1. Order Taking Procedures. (Picking up the order Promptly and Effeciently).
·        Pick up the Telephone within 3 rings or 15 seconds whichever is less.
·        Greet the guest with appropriate greeting using the guest name and by giving your name for Eg. “Good Morning, This is Captain Name or Order Taker’s Name how may I assist you?”
·        Politely ask the guests about preferences.
·        Use up selling techniques by suggesting soups, starters, drinks or desserts.
·        Where ever appropriate mention the approximate time for delivery.
·        Repeat the order back to the guest.
·        Thank the guest for ordering through in room dinning and big farewell “Thank You for calling Room Service, Have a good day”.
·        Clearly write out the order in the KOT mentioning the names of the items, time of ordering, Room number, Name of the Guest, Portions, Etc,.
·        Complete the KOT and hand over the supervisor for execution.

  1. Setting up of Tray / Trolley with correct crockery & cutlery.
·        The second copy of the KOT is placed on the tray / Trolley.
·        Ensure the tray corners / trolley base is free of grease, grime and dirt.
·        Place cruet sets, bud vase and Bon Appetite card for all meal orders.
·        Check the tray mat / trolley cloth to be stain free and in good repair.
·        A final Check may be made to match the order and in good repair.
·        Pick the order from the respective kitchens on the tray or trolley directly.
·        Carry the correct accompaniments / condiments (Pickle / Pappad for Indian orders and Rolls and butter for continental orders)
·        As a final step, show the tray to the supervisor, on the way to the elevator, who will check again for correctness.
·        Pick up the bill in the folder and check for correctness.

  1. Delivering the order Quickly & Promptly in Room.
·        Use Service lift to get to the correct floor as soon as possible.
·        When on correct floor, take the shortest route to get to the room.
·        Move along the corridors silently and briskly.
·        Upon reaching the correct room, ring the bell / knock firmly on the door twice and announce in a loud and clear voice “Room Service”.
·        When the guest opens the room, wish him according to the time of the day.
·        Announce the order by saying “Your Coffee / Tea / Lunch / Drinks” Sir.
·        Introducing yourself by the name to the guest while entering the room. 
·        While walking into the room, enquire with the guest on where May I place the tray.
·        Place the tray appropriately and offer to serve him.
·        If the order is in the Morning, offer to open the curtain.
·        If you are serving the meal, lay a proper cover in the table or in the trolley and start the service.
·        After service find out with the guest about his proffered time for clearance or if he would prefer to call back in room dinning for clearance.
·        Wish the guest an enjoyable meal / drink / coffee.
·        Retreat to the door and exit gracefully while closing the door softly behind you.
·        Fill up the Errant Card once after the order is delivered.
·        If the room is on DND, immediately inform the order taker.
·        May I take your signature Sir / Madam.

  1. Prepare the Tray / Trolley for delivery.
·        As soon as the order is ready, collect from kitchen / bar.
·        Check order against KOT.
·        Check for correct crockery, cutlery and glassware are in place.
·        Place hot food in warmer, where ever appropriate.
·        Cover all open food with cloche.
·        Collect the bill from Order taker in a folder and check account against food ordered.
·        Inform the order taker about the order moving before proceeding to the floor.
·        Executive / Supervisor should check the tray before the delivery (Room Orders).

5.   Tea / Coffee Service. (Serve the hot Beverages in the approved manner)
·        Pick up the appropriate order following the standard tray set-up.
·        Once the order is ready to leave the Room Service area inform the order taker on the room number being serviced.
·        Upon reaching the Room, ring the bell and announce in a loud and clear voice “Room Service”.
·        When the guest opens the room, wish him according to the time of the day, using his name “Good Morning Mr./Ms._________. I am Captain _________ from Room Service”.
·        Announce the order by saying “Your Coffee / Tea / Drink sir”.
·        If it is in the morning take the paper from the door and place it in the rack or in the writing table neatly.
·        While walking into the room, enquire with the guest on where to place the tray and place it accordingly.
·        After laying the tray in an appropriate area offer to mix the Coffee / Tea / Drink for the guest.
·        Wish the guest enjoyable Coffee / Drink and retreat to the door and exit gracefully while closing the door softly behind you.

6.  Clearing the Tray From the Room – Promptly on Time.
·        The time of clearance is known by asking the guest during service or from the order taker if the guests call back Room Service for his clearance.
·        Upon reaching the rooms follow the same procedure as in SOP for opening the door.
·        After the guest opens the door announce intention of clearing the tray / trolley.
·        Arrange all the clearance on the tray and get guest feedback.
·        Arrange the guest room as appropriately.
·        Find out if the guest would like anything else “Is there anything that we could assist you Mr./Ms._____________”.
·        If nothing, exit from the room gracefully while wishing the guest a wonderful day / night.
·        Carry the tray back from the Room to Room Service pick up any other tray that you may find in the Corridor / Pantry.
·        Be careful not to drop anything on the way.
·        Inform the Order Taker about the clearance.

7.   Presenting the Bill – Make the Bill Accurately.
·        Present the bill to the guest only after required service.
·        The Bill should be presented in a clean folder along with a hotel pen.
·        Politely request the guest to sign the bill.
·        When guests have signed the bill, thank them, wish them a pleasant meal and enquire about the clearance as mentioned in SOP______.
·        Leave the room gracefully taking away any unwanted items and close the door gently.
·        Return the bill to the Order Taker who will settle it in the Computer.

8.  CIP / VIP Amenity Service. (Serving Hot Chocolate to Room Guests on Time).
·        As part of the guest service differentiators we serve Complimentary Fruit Basket / Cookies Platter as per the instruction and Request Slip from the Front Desk for Suites / Presidential Suites.
·        Once the request comes from any of the above category from the front desk, take down the request.
·        Make an NC KOT for the requested items and pick up the order from the Kitchen.
·        Ensure it is presented nicely with proper arrangements.
·        Set up the Tray and take the specially cleaned and assigned basket / platter. For placing it in the rooms.
·        Once it is placed inform the immediate supervisor & Front Desk.

9.   Morning Shift Check List (Ensure that all the Check list is followed for smooth Operations.
·        File the occupancy and the sales report in the appropriate file.
·        Follow up on the Break Fast door Knob request if any.
·        Return all the Liquor which was not sold the previous night to the Dispense Bar.
·        Take a proper count and take over of all the Beverages.
·        Check the flowers and receive from Housekeeping for the trays.
·        Adequate fresh linens to be collected from Housekeeping for the smooth operations throughout the day.
·        All bills to be handed over to Front Office at 10 hrs, 15 hrs & 12 Midnight (before the night audit).
·        Ensure that adequate amount of Crockery and Cutlery is there for the smooth operations with adequate set tray for rapid service.
·        Not available items to be checked with the Chef and updated in the Board.
·        Errand cards have to be handed over to the Supervisors and any clearance not done to be handed over to the next shift steward.

10.  Evening Shift / Night Shift Check List. (Ensure that all the check list is followed for smooth operations).
·        Tray set ups for the Dinner sessions to be done before 7pm.
·        Floor clearance to be done frequently (every 30 minutes).
·        Once the Housekeeping amenities are ready send Triton to Housekeeping for pick up.
·        Errand cards have to be handed over to the Supervisors and any clearance not done to be handed over to the next shift steward.

Night Shift Check List.
·        Log Books to be checked and updated at the end of every shift.
·        Pickle & Sauce containers to wash daily.
·        Cash to be checked and handed over to front desk without any discrepancies.
·        Check for the Breakfast knob card for any advance order. Timing should be mentioned.
·        Check & collect advance Tea / Coffee orders from front desk after signing the copy of it,…
·        Collect Liquor & Smokes from the Dispense Bar. 

11. Take Away (Parcel) Order Procedures. (Employee bills are made accurately according to the eligibility).
·        Take the order one day advance by phone and mail.
·        If its bill to company guest has to send the BTC mail to the hotel or FAX request.
·        If the guest want to settle by online credit card they have to send the authorization mail and in one day before then only we forward to accounts to take the charge slip.
·        Transportation for the parcel order around the city to be checked with the Supervisor or Manager and to intimate to the guest,…
·        Parcel order has to be place the order ticket to the kitchen two hours earlier to the pick up and place the order overnight not more than one day before.

12. Suggestive Selling & Up Selling. (Ensure that guest have a right combination of meal &  increased revenue).
·        “Suggestive Selling” means encouraging guests to buy additional food & beverages. Suggestive selling requires tact and good judgment.
·        The key to effective suggestive selling is a good knowledge of the menu.
·        Here are some tips for more effective suggestive selling :
·        Be enthusiastic. It’s easier to sell something you’re excited about.
·        Make food sound appetizing. Use words like “fresh”, “Popular”, and “generous” when describing menu items.
·        Ask questions. Find out if guests are really hungry or just want something light, whether they like chicken or beef, if they feel like having something hot or cold.
·        Suggest specific menu items. Don’t simply ask: “Would you like soup with your meal?” Instead, point out: “A cold bowl of borscht would go well with your salad on a hot day like this”.
·        Suggest your favorites. Try as many of the menu items as you can and tell guests you’ve tried them: ‘You’ll like the Chicken Kiev. It’s one of my favourites here”. But be honest – don’t say that something is your favorite when it isn’t.
·        Offer a choice: “Would you like a slice of our famous cheesecake or our homemade pecan pie for dessert?”
·        Suggest the unusual. People dine out to get away from the routine fare they have at home.
·        Suggest foods & beverages that naturally go together soups and sandwiches, coffee & dessert, steak and baked potatoes, and eggs.

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