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8/3/2019 Room Service Operatfion
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ROOM SERVICE OPERATFION
INTRODUCTION >
Room Service is a facility offered by most hotels which provides food & beverage toguest in their rooms. A guest generally order food & beverage over the telephone
from a room service menu located in his room. The service is convenient to guest,
to prefer eating in the privacy of their rooms for several reasons.
1. Important people like celebrities want their privacy away from public
attention & media. Eating in a restaurant will attract too much attention.
2. Some do not wish to dress to go to restaurant to have a meal & like to have
the food in the casual wear even in night dress. Generally crew members
dose this.
3. They may want to watch a T.V. programme while eating since attractive
global channels like latest news & they watch also favourite sport matches.
This factors has led hotels to promote special T.V. meal.
4. Many cannot start their day unless they have their morning tea services the
pick time service in many hotels.
5. Breakfast can be order the night before through a door knob facility.
Breakfast door knob card kept on the pillow during the turn down by evening
housekeeper. The key factor of this service is the choice of time. The room
service will deliver the breakfast at an appointed time that is convenient tothe guest.
6. Some guests private meeting happens in their room & prefer to have their
meal in the privacy of their room.
7. There has been a surge of women in all aspects of working. Women are
travelling alone more than any other era. They prefer to eat their meals in
their room for security reasons.
DISADVANTAGES OF ROOM SERVICE >
1. Their room service food & beverage menu is more expensive than regularrestaurant menu. While, this is an opportunity for additional profit because of
the convenience that the hotels provide by giving food in the privacy of the
room it is more expensive for the guest.
2. Guests in a hurry are dependent on quick room service. Unless the room
service is professionally organized there can be delayed in services and the
lot of guest will be iii will.
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3. The challenge for the hotel is to ensure the food is hot at time of service.
Since, food is transported from the food service usually located in the main
kitchen the possibility of the food getting cold is there. This challenge gets
more critical at resort properly which may have independent cottages spread
over a large area.
4. The hotel has the additional cost of having staff, space & equipment for the
room service facility. The room service order generated was justify the cost of
having room service. Room service in many hotels have 24 hours check in &
check-outs have 3 shifts, this is a cost.
TYPES OF ROOM SERVICE >
There are three types of Room Service.
1. Centralised Room Service
2. Decentralised Room Service
3. Moblied Room Service
1. Centralised Room Service >
Here all food orders are processed from the main kitchen & send to guest rooms
by a common set of waiters. The benefit of a central kitchen is that the Room
Service menu can offer a wide range of item since the main kitchen is epuipped
with all the equipment & skill to provide them. One disadvantage could be the
time taken to serve the food to the guest room. All hotels structures have
service elevators that are used by all sundry. The time taking to get 1st turn can
result in an irritated guest over a delay. The other major disadvantage is to keep
the food hot, for this use insolated container is done, which further increases the
Room Service cost. Resort properties that have villas spread over acres may
have a serious problem with centralized Room Service.
2. Decentralised Room service >
Each guest floor or set of floor may have a different pantry locate at the flooritself to serve them. Orders are taken at a central point by order takers who in
turn convey the order to the respective pantry. Food options are limited here.
Limits to cold items like prepared sandwiches, meat platter, blast frozen foods
that are heated in microwave. There is generally a water boiler located in a each
pantry for the service of tea & coffee. Some pantries have hot cases for keeping
the food. The advantages of such a system is the speed of service specially
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during pick time. The major disadvantages is the pantries can offer only limited
range of food.
3. Mobiled Room Service >
This is the one where an elevator is dedicated to Room Service pantry. Orders
are taken as a central point & conveyed to the mobile pantry. The greatest
advantage is the speed of service. The range of food offered is again limited &
only dispensed easy to serve food like sandwiches, pies. Some hotels are able to
adopt the elevator for an evening cocktail service where they stock a bar for
quick beverage service minibars fitted in the guest rooms, of most hotels. Mobile
bar service become irreleveant.
ORGANISATIONAL STRUCTURE >
ROOM SERVICE MANAGER
GUEST ORDE R FLOW
ROOM SERVICE SENIOR CASHIER
ROOM SERVICE ORDER
WAITERS
BUSPERSONS
Guests orders on
Order taker notes down
the order on a K.O.T.
(Also tries to upselling)
Hands over K.O.T. to
Captain allots K.O.T. to
Waiter goes to cashier & raises a
Waiter deposits K.O.T. with kitchen
Waiter assembles the tray orWaiter picks up food from kitchenservice counterWaiter proceeds to guest room for
Waiters serves the
food & enquires with
the food if anyservice is required &
Waiter returns after 20
min. to clear the tray
or trolle .
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1. The guest can place the order on the phone.
2. The order taker will answer the phone with in two rings & should wish the guest
& offer help e.g. Good Morning! Room Service.How may I help you?
3. She will listen for the room number & immediately consult computer to assemble
the name & address of the guest & from then on address the guest by name .Most guest are impressed are being identified. The order taker will take the
order in a K.O.T. & try to upsell the order by the power of suggestion. She must
repeat the order to the guest to confirm that she has written down the order
properly.
4. Many hotels as a cost measure may require the order taker to do the cashiers
role as well. She hands over the K.O.T. to the captain who enquires capitable
distribution of the work load to team of waiter. The waiter immediately
approaches the announcer to kitchen, handover the K.O.T. to him & returns tothe room service area to assemble the tray or trolley.
5. In the tray or trolley sections many has been assembled during the mise-en-
place. The waiter will only have add those items special to the order. The waiter
picks food from the kitchen & places on tray or trolley. He proceeds to the guest
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room at the guest room waiter will knock the door announcing Room Service. He
will repeat the drill if there is no response.
6. When the guest opens the door wish him by the day & place the tray on the
coffee table. In case of a trolley he places it besides the window. He shall do final
adjustment to the cover & asks the guest if he wishes to be served. Normally the
guest will refuse the waiter must get the bill signed in acknowledgement that the
bill has been paid for. Waiter must not solicit tips & accept if graciously if given>
The waiter may then ask when shall I ask for clearance. The waiter shall close
the door gently after him.
7. The waiter returns to do clearance observing the same procedure. Most guest
leaves their trolley outside the door so as not to be disturbed.
MISE-EN-PLACE >
Mise-en-place is the preparation done before the start off service to ensure that
service moves smoothly, while the best attempts are made to be fully prepare a 24
hour service like room service may consume the preparation with in the shift itself
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there by making the preparation a constant process. This is done by the bus person
(or waiters) scheduled to do clearance on that day.
The List of duties during mise-en-places>
1. Requisition of fresh linen from house keeping . Issue of fresh linen is done
strictly against soiled ones, submitted to the in house laundry or the house
keeping part .Therefore, soiled linen has to be counted & categorized in a
Housekeeping requisition form that lists the linen by that time & number.
2. Count of service coare including glassware, crockery & cutlery & dishes from
Kst. The room service is issued with an inventory of items under each head.
These have to be a counted from and all times & especially in a circulation at
3 points >
a) Room service racks & preset up area.
b) Dishwashers in the KST.
c) On guest floors trays & trolleys.
Some hotels do identification mark on the cutlery to separate there item from the
others in the dishwasher on the practical side stocktaking may not be possible on a
daily basis it is the room service manager who may state. The internal inventory
procedure as he is ultimately countable for it.
3. Requisition of supplies from generally store e.g. toothpick, paper napkin,
proprietary sauce
4. Tray & trolley set ups which include cutlery, crockery for accompaniments.
5. Sanitation by the KST brigade keep the room service area clean.
6. Polishing of silverware, glassware & cutlery.
7. Requisition of minibar items for beverage store & dispensing bar
8. Napkin folding for service.
ASSIGNMENT >
BUTLER SERVICE >
In ancient Greece and Rome it was nearly always slaves who were charged with the
care and service of wine. The English Word butler is derived from the Middle
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English word Boteler from old French bouteiller (bottle Bearer) and before that
from Middle Latin Butticula which in turn got modified as Butt an English word,
from the latin word Butt Is meaning a cask.
Gradually throughout the 19th century and particularly the Victorian era, as the
number of butlers and other domestic servants greatly increased in various
countries, the butler became a senior male servant of ahouseholds staff.
Butler is involved in helping the host to conduct the service smoothly. Platters and
entrel dishes are brought on trolley and kept before the host to portion out all the
items. Often the butler and the assistants take the platters around for second
helping. It is also called Family style service. It is a very private type of service
which doesnt exceed ten to fifteen guest. This service is generally used for High
class establishment, royal functions and balls.
Advantages > Personalised & Good Presentation.
Disadvantages > 1. Skilled staff
2. Increased Costs
3. Suitable for small gathering
4. Possibility of unequal portioning.
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ROOM SERVICE LAYOUT >
1. Tray
2. Trolley
3. Dispense Bar
4. Racks
5. Order takers cabin
Telephone
Computer
Room Rack
ROOM SERVICE LAYOUT
Racks For Stacking
Racks for set ups Trolleys set up for service
Soiled linen
hampered
Dispe
nse Bar
Assembly
Table