CBLM - Provide Room Service

COMPETENCY BASED LEARNING MATERIAL
Sector : Tourism
Qualification Title : Food and Beverage Services NC II
Unit of Competency : Provide Room Service
Module Title : Providing Room Service

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.
FOOD AND BEVERAGE DATE DEVELOPED:

SERVICES NC II ISSUED BY:
January 8,2018 ICI P a g e | ii
Prepare the dining room/restaurant REVISED BY:
area for service ACHILLES GEM J. ADLAWAN REVISION #01
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.

January 8,2018 ICI P a g e | iii
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code

Prepare the dining Preparing the dining
room/restaurant area room/restaurant area
1. for service for service TRS512387
Welcome guests and Welcoming guests and

take food and beverage take food and beverage
2. orders orders TRS512388
Promote food and Promoting food and

TRS512389
3. beverage products beverage products
Provide food and Providing food and
beverage services to beverage services to
4. guests guests TRS512390
Provide room service Providing room service TRS512391

5.
Receive and handle Receiving and handle
TRS512392
6. guest concerns guest concerns

January 8,2018 ICI P a g e | iv
MODULE CONTENT
Qualification Title : Food and Beverage Services NCII

Unit of Competency : Provide Room Service
Module Title : Providing Room Service
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.
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.
January 8,2018 ICI Page |v
7. Evidences are evaluated and feedbacks are discussed based on the results of
the pre-training assessment.

January 8,2018 ICI P a g e | vi
LEARNING OUTCOMES #1 TAKE AND PROCESS ROOM
SERVICE ORDERS
CONTENTS
1. TAKING ROOM SERVICE ORDERS
ASSESSMENT CRITERIA
1. Answer telephone with proper telephone etiquettes
2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate
5. Advise clients of approximate time of delivery
6. Records service orders according to establishment’s standards
7. Promptly transfer orders in appropriate location for preparation
CONDITION
Student/trainee must be provided with the following:
1. WORKPLACE LOCATION
2. TOOLS, ACCESSORIES AND SUPPLIES
Door Knob Menu
Telephone
Pen and Paper
2. TRAINING RESOURCES
Competency-Based Learning Materials
Audio/Video Materials
ASSESSMENT METHOD
Performance Test, Written examination
DATE DEVELOPED:
FOOD AND ISSUED BY:
BEVERAGE August 8, 2019
SERVICES NC II REVISED BY:
ICI Page |1
ACHILLES GEM J. ADLAWAN REVISION #01
LEARNING OUTCOMES #2 SET UP TRAYS AND TROLLEYS
CONTENTS
1. Equipment and material selection and set-up
ASSESSMENT CRITERIA
1. Prepare food and beverage items in accordance to establishment standards
2. Prepare general service equipments according to establishment standards
3. Set up trolleys and trays for variety of meals in accordance to set-up
presentation and establishment standards
4. Selects and checks equipment and materials for cleanliness and damages
5. Food and beverages are promptly collected based on establishment
procedures
6. Checks orders before leaving the kitchen for delivery
CONDITION
Tools Equipment Materials/ Supplies
butlers Trolley hand towels
condiments pen and paper
cutlery beverages
glassware
ASSESSMENT METHOD
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |2
LEARNING OUTCOMES #3
PRESENTS ROOM SERVICE MEALS

AND BEVERAGES TO GUESTS
CONTENTS
1. Room service meal delivery and serving
ASSESSMENT CRITERIA
1. Knocks guest’s room courteously
2. Greets guest upon entry of the room in accordance to establishment’
standards
3. Consults guest as to where the tray is laid or where to position trolley
inside the room
CONDITION
trays trolleys linen
toasters glassware
warming equipment/ lids table appointments
ASSESSMENT METHOD
 Observation
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |3
LEARNING OUTCOMES #4
PRESENT ROOM SERVICE ACCOUNTS

CONTENTS
1. Billing of guest
ASSESSMENT CRITERIA
1. Check guest account accurately
2. Presents account in accordance to establishments’ procedures
3. Presents cash payment to cashier for processing in accordance to
establishments’ guidelines
4. Presents charge accounts to guest for signing based on establishments’
procedures
CONDITION
Pen and paper
Cashier’s receipt
guidelines
instructions
ASSESSMENT METHOD
 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |4
LEARNING OUTCOMES #5 CLEAN ROOM SERVICE AREA
CONTENTS
1. Clean room service area
ASSESSMENT CRITERIA
1. Checks and clear floors in accordance with establishment’s policy and
guidelines
2. Returns trays and trolleys to the room service in accordance to company
procedures
3. Re-stocks food and beverage and equipments in accordance to
establishment’s policy
CONDITION

trays trolleys linens
toasters table appointments
warming equipments glassware
ASSESSMENT METHOD
 Observation
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |5
LEARNING EXPERIENCES
PREPARE DINING/RESTAURANT AREA FOR SERVICE
LEARNING ACTIVITIES SPECIAL INSTRUCTIONS
Read Information Sheet 3.1-1 on Room Read and understand the Information
Service Orders 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.
Answer Self Check 3.1-1 on Room Do not hesitate to ask your trainer
Service Orders about the use of this module.
Observe the telephone courtesies and

other necessary information presented
in the film.
View film on “How to Take Room
Service Orders” 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.
Perform Job Sheet 3.1-1 on Take Make the necessary corrections or
Room Service Orders improvements.
Present your work to your trainer for

final evaluation and recording.
Upon completion of these
activities, you may proceed to the
next LO on Set-up Trays and Trolleys.
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |6
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.
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |7
Room Service Menus
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 The mouthpiece should Courteous greetings said
telephone on the first be at least ½ inch from with a smiling voice will
ring if possible or within the mouth. certainly make a good
the first three (3) rings. impression.
Identify room service and
Check the name of the greet the caller as you
guest and the room say:
number during the
interaction. “Room Service, good
______. This is _________
speaking. May I know
your name and your
room number
sir/madam?”
2. Take the order and Write down and clarify This is important to
write it down in an order orders as you hear them. ensure that the guest’s
slip preferences and
Ask the number of orders
requirements are
(triplicate copies; one and the guest’s
followed in the
copy of the order slip preferences regarding the
preparation. Thus,
goes to the kitchen, one manner of preparation,
complaints can be
for the cashier and the salad dressing, etc.
avoided.
last one is for the waiter) For eggs, whether boiled,
Get other serving
poached, scrambled, etc.
instructions like
This is important to additional butter, plates,
ensure that the guest’s
etc.
preferences and
requirements are Be a good salesman.
followed in the Make appropriate
preparation. Thus, suggestions.
complaints can be Offer the appropriate
avoided. drinks or wine that best
complement the meal.
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |8
Get other serving If the items or one of the
instructions like items is out of stock,
additional butter, plates, inform the guest
immediately and suggest
Whether breads should
an appropriate
be served toasted or
substitute.
plain.
If the guest is undecided,
suggest menu specialties
or chef’s daily specials.
Before closing, say “Will
that be all sir/madam?”
3. Repeat the order. Mention the order Repeating the orders
quantity and manner of helps to prevent errors
Clarify the order as you
preparation. that can be sources of
hear them.
complaints.
“May I repeat your order
sir/madam? You’ll have: Advise the guest of
2 orders of cornflakes approximate time of
cereals with cold milk delivery.
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!”
4. Place the order to the Give the copy of the order
kitchen. slip to the food checker
and another one for
billing purposes.
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |9
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.
1. Door knob menus are placed inside the guestrooms by room attendants.
2. After filing out the door knob menu, guests will hang it in his door knob to be
picked up by the room service waiter.
3. Captain waiter must counter check the room number with that indicated in the
door knob menus to prevent mistakes in the delivery of orders.
4. Collected door knob menus are to be endorsed to captain waiters or order
takers for the recording and preparation of receipts.
5. Door knob menu orders are endorsed to the waiters for the mis-enplace
preparation.
6. Captain waiters should closely monitor the service time and see to it that the
delivery of orders is done on the time requested, especially
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
ACHILLES GEM J. ADLAWAN REVISION #01 10
Interpreting Door Knob Menu
After collecting the door knob menu by the room service waiters, review and
write all order in an order slip in triplicate copies.
Do not forget to write the date, guest’s name, room number and number of
persons, service time and dishes ordered together with the quantity and themes of
desired preparations.
Sample Order Slip For
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
SELF CHECK 3.1-1
Directions: Select the correct answers from the choices listed below each item.
Write the letter of your choice in your answer sheet.
1. It is the unit of a commercial accommodation establishment that is tasked to

attend to the delivery of food and beverage orders to guest rooms.
A. Kitchen
B. Front Desk
C. Room Service Unit
D. Housekeeping Unit
2. If room service menus consist of a la carte items are posted right in each
guestroom and orders are made through telephone, where should the door knob
menus be placed after filling it out by the guest?
A. Trolley
B. Window
C. Door Knob
D. Coffee Table
3. What are the correct steps involved in taking room service orders through
telephone?
A. Answering the telephone; checking the name of the guest and the room
number; taking the order; repeating the order and placing the order to the kitchen.
B. Answering the telephone; checking the name of the guest and the room
number; taking the order; repeating the order and placing the order to the
information desk.
C. Answering the questions; checking the answers of the guest and the room
number; taking the order; repeating the order and placing the order to the kitchen.
D. Placing the order to the kitchen; checking the name of the guest and the room
number; Taking the order; repeating the order and answering the telephone on the
first ring if possible.
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
4. What is the reason behind repeating the orders to the guests?
A. To be a good salesman
B. To make a good impression
C. To provide the kitchen, the cashier and the waiter their own copy
D. To clarify the guests’ order and prevent errors that can be sources of
complaints
5. What are the important details that should be indicated in the order slip when
interpreting door knob menu?
A. Date, guest’s name, number of persons and room number
B. Quantity and themes of desired preparations
C. Service time and dishes ordered
D. All of the above
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
ANSWER KEY 3.1-1
1. C
2. C
3. A
4. D
5. D
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
JOB SHEET 3.1-1
Title:
Take Room Service Orders
Performance Objective:
Given the needed materials and a partner, you should be able to take room
service orders according to establishment’s standards
Time Allotment: 2 hours
Supplies/Materials:
CBLM
Telephone
Room Service Menu
Pen and paper
Steps:
1. Work on a script following the steps in taking room service orders,
2. Rehearse the script that you created.
3. If you feel that you are confident enough, call the attention of your trainer for
your demonstration.
4. Switch your roles after and demonstrate again.
Assessment Method:
Demonstration using Performance Criteria Checklist
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
Performance Criteria Checklist 3.1-1
Criteria YES NO
Answer the telephone with proper telephone etiquettes?
Check the name of the customer during interaction?
Clarify, repeat and check the details accurately?
Use selling techniques when appropriate?
Advise the clients of approximate time of delivery?
Record the service orders according to establishment’s standards?
Promptly transfer the orders in appropriate location for
preparation?
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
RECORDS OF ACHIEVEMENT
Module: Provide Room Service

Learning Outcome # 1 : Take and Process room service orders
Assessment Criteria:
1. Telephone call is answered promptly and courteously in

accordance with customer service standards.
2. Guests’ name is checked and used throughout the interaction
3. Details of orders are clarified, repeated and checked with guests
for accuracy
4. Suggestive selling techniques are used.
5. Guests are advised of approximate time of delivery
6. Relevant information are recorded and checked in accordance
with establishment policy and procedures
7. Room service orders received from doorknob dockets are
interpreted accurately.
8. Orders are promptly transferred and relayed to appropriate
location for preparation.
COMMENTS :
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
Learners have satisfied the above performance criteria.

Learner’s signature : ______________________
Trainer’s signature: _______________________
Date: ___________________________________
Learning Outcome # 2 : Set up trays and trolleys
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
1. Orders are checked before leaving the kitchen for delivery.
2. Food items are covered during transportation to the room.
3. Food orders are delivered on the time desired by the guest.
COMMENTS :
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

Date: ___________________________________
Module : Provide Room Service
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
Learning Outcome # 3 : Present and serve food and beverage orders to
guests
1. The guest’s name is verified on the bill before announcing the staff’s
presence outside the door.
2. Guests are greeted politely in accordance with the with establishment’s
service procedures.
3. Guests are asked where they want the tray or trolley positioned.
COMMENTS :
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

Date: ___________________________________
Module : Provide Room Service

DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
Learning Outcome # 4 : Present room service account
1. Guests’ accounts are checked for accuracy and presented in accordance
with establishment procedures
2. Cash payments are acknowledged and then presented to the cashier for
processing in accordance with establishment guidelines
3. For charge accounts, guests are asked to sign the bills.
COMMENTS :
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

Date: ___________________________________
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |
Learning Outcome # 4 : Clear away room service equipment
1. Procedure to take away the tray or trolley when the guests have finished
their meal is explained.
2. Floors are checked and cleared in accordance with establishment policy
and guidelines.
3. Dirty trays are cleared in accordance with the establishment’s procedure.
4. Trays and trolleys are cleaned and returned to the room service area.
COMMENTS :
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

Date: ___________________________________
DATE DEVELOPED:
FOOD AND ISSUED BY:
ICI Page |

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COMPETENCY BASED LEARNING MATERIAL

Qualification Title : Food and Beverage Services NC II

Unit of Competency : Provide Room Service

Module Title : Providing Room Service

Welcome to the module in Providing Room Service. This module contains

You are required to go through a series of activities in order to complete

Read Information Sheets and complete the Self-Checks. Suggested

FOOD AND BEVERAGE DATE DEVELOPED:

FOOD AND BEVERAGE DATE DEVELOPED:

No. Unit of Competency Module Title Code

Welcome guests and Welcoming guests and

Promote food and Promoting food and

Provide room service Providing room service TRS512391

FOOD AND BEVERAGE DATE DEVELOPED:

Qualification Title : Food and Beverage Services NCII

1. Take and process room service orders

1. Appropriate training facilities/resources are prepared based on the session

FOOD AND BEVERAGE DATE DEVELOPED:

PRESENTS ROOM SERVICE MEALS

PRESENT ROOM SERVICE ACCOUNTS

Tools Equipment Materials/ Supplies

Observe the telephone courtesies and

After performing the Job sheet,

Present your work to your trainer for

Steps in Taking Room Service Orders Made through Telephone

Steps Procedures Rationale/Other

Sample Order Slip For

1. It is the unit of a commercial accommodation establishment that is tasked to

Module: Provide Room Service

1. Telephone call is answered promptly and courteously in

Learners have satisfied the above performance criteria.

Learners have satisfied the above performance criteria.

Module : Provide Room Service

Learners have satisfied the above performance criteria.

Module : Provide Room Service

Learners have satisfied the above performance criteria.

Module: Provide Room Service

Learners have satisfied the above performance criteria.

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