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The Fern An-Ecotel Hotel Jaipur

Room Service Manual

Date of mod: June 2012

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Sl. No. OPERATIONAL ACTIVITIES Page No.

1. Briefing of shift 3
2. Taking handover of shift 4
3. Maintaining the log book 5
4. Checking operational equipment 6
5. Checking clearances 7
6. Counting & exchanging soiled linen 8
7. Requisiting and issuing stores 9
8. Preparing the amenity list 10
9. Placing amenities in the guest room 11
10. Receiving guest calls 12
11. Taking food & beverage order 13
12. Processing an order 14
13. Setting the tray or trolley 15
14. Picking up a food order 16
15. Getting an order checked 17

Sl. No. OPERATIONAL ACTIVITIES Page No.

16. Taking an order to the guest room 18
17. Presenting a check 19
18. Asking the guest for clearance 20
19. How to handle rooms with a “Do not Disturb “ sign 21
20. Maintaining steward card & control sheet 22
21. Clearing the check 23
22. Clearing the guest room 24
23. Clearing the guest corridors & service landings 25
24. Checking for guest satisfaction 26
25. Inventory of operating items 27
26. Inventory of beverage & smoke 28
27. Clearing the tallboy 29
28. Organizing work area 30

Date of mod: June 2012

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29. Collecting breakfast door knob cards 31

30. Submitting the checks 32
Generating reports 33

1. BRIEFING OF SHIFT

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

1.1 When should a briefing Captain, Sr.Captain, Manager At the beginning of each shift.
be carried out?

Purpose of a briefing
1.2 To check for the following – Nails – Trimmed and cleaned.
Grooming Uniform – Neat and tidy. Well
ironed & tailored.
Shoes – Formal and polished.
Punctuality and attendance. Hair – Well trimmed clean and
properly set.
To improve on operational
drawbacks –
Discuss previous days’ problems if Staff to adhere to timings laid
any. down by the Manager.

Discuss sale & budget, check

general awareness, product
knowledge, activities in the Hotel
& all VIPs in-house.

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2. TAKING HANDOVER OF SHIFT

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

2.1 When to take hand Steward / Captain Half an hour before shift ending.
over? All equipment should be clean.

2.2 How to take hand over? Take inventory of all

operational equipment,
beverage & cigarettes. Area should be neat & clean.

Match these figures with that

of the par stock and note
down in the hand over
register.
Pending clearances & fruit
baskets to be handed over
to the next shift
Check the hand over
register.
To check for the following –
Clearance of rooms, floors &
service landing areas, stores
& requisitions, linen &
advance orders/running
order

To follow up on Kitchen
Stewarding & maintenance
jobs.

Purpose of a hand To keep a track of –

2.3 over. Equipment’s, Cutlery,
crockery, glassware, Linen,

Date of mod: June 2012

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Beverages & Smokes.

Clearance.

3. MAINTAINING THE LOG BOOK

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

3.1 Maintaining a logbook. Logbooks to be filled in Managers To be maintained on a daily basis.
neatly, accurately & endorsed
by the person making the
entries.

To have different log books

for different purposes –
All outlets maintain their personal
Daily sales log book – logbooks for internal communication.
To keep a record of the daily
& month to date sale, covers,
average per cover, track of
all EDM’s & any particular
happenings.

Departmental Logbook –
To keep a tab on all changes
in the department.
To pass on any particular
instruction to the staff.
Purpose of a log book
3.2 To have communication
between shifts.

To have information about

specific incidents

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4. CHECKING OPERATIONAL EQUIPMENT

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

4.1 When to check? Steward, Captain, Sr.Captain. At the beginning of every shift.

Checking operational The following equipments Silver should not be tarnished.

4.2 equipments. have to be checked –
Cutlery, crockery & glassware Glasses should not have smudges &
– For Cleanliness and polish. should not be chipped.
Coffee Machine, Milk boiler,
Water boiler, hot cases – For Crockery should be spotless.
functioning, cleanliness and
replenishment. Trollies should be clean & in working
condition.
Room ServiceTrollies – For
cleanliness & mobility.

Fridge – Functioning,
defrosting, stacking &
cleanliness.

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5. CHECKING CLEARANCES

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

5.1 When to check? After every one hour and / or Captain
as per Guest’s instructions.

Check for guest instructions if Guest corridors should be clean at

5.2 Procedure for checking any. every given point of time.
clearances. Check the Steward
movement/control sheet &
the steward card for the time
of service and clear
accordingly. Do not allow clearances to gather in the
service landing.
Check all Guest corridors,
service landings at regular
intervals. Guestroom should be cleared promptly
as per guest instruction.
Go to the guestrooms / guest
corridors.
5.3
Procedure for clearing. Make sure that all items have
been gathered.

Get the tray to the service

landings and stack them on
the tall boy & get them to the
IRD area.

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6. COUNTING & EXCHANGING SOILED LINEN

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

6.1 Procedure for counting Before counting the linen Steward Segregate each category of linen & tie
the soiled linen. remove all pieces of leftover them up in bundles of 10 each to
food from the linen hamper. facilitate counting.

Count the linen and make Linen should be spotlessly clean, neatly
entries in the linen exchange ironed & folded.
book as per nos.of dirty linen
that is being deposited.
Morning – 1030 to 1130 hrs.
Stack the linen in the linen Evening – 1500 to 1800 hrs.
hamper.

Make entries in the linen

Procedure for exchange book for the
6.2 exchanging soiled number of linen that has been
linen. received.

At the linen room through the

Exchanging soiled exchange counter.
6.3 linen.

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7. REQUISITING AND ISSUING STORES

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

7.1 To make a requisition To make requisitions, tally
for stores. present stock with the par
stock, keeping in mind any
extra requirements due to
special functions & non-
issuing days.
Steward Refer to approved par stock for the
outlet.
Requisitions to be authorized by
Departmental Incharge & H.O.D.

Requisition books to be filled

up neatly & accurately
without over writing and then
authorized.

To get the stores

7.2 Type of stores that are
picked-up :-
Food store
General store
Beverage store

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8. PREPARING AMENITY LIST

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

8.1 When to make the list? Room service sales assistant In the morning at 0900hrs.

Preparing the amenity

8.2 list. Procure the following reports List should be made neatly & correctly.
–
 In House Guests (by
room no.)
 Expected Arrivals (not yet
C/I)

 Notification for amenities

by G.R.E.

Fill up the amenity sheet.

Mention special amenities.

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9. PLACING AMENITIES IN THE GUEST ROOM

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

9.1 Types of amenity that The types of amenities can Steward. Fruit basket, Cookies, chocolates &
can be placed. be – wine bottle for specific VIP arrivals.
Fruit basket In the morning starting at 1000hrs or
Cookies when there is a new arrival.
Chocolates
Cake
Wine bottle Care to be taken not to place damaged
fruits. All equipment to be clean &
arranged on the stand.

Procedure for placing Place the fruit basket, dessert

9.2 the amenity plate with cutlery & dinner
napkin & finger bowl
(containing water & a rose
petal) with under liner on the
fruit basket stand.

Place –
Cookies, chocolate &
Cake, B&B Plate with 2
cocktail napkins,2 forks & 1
knife
--on the coffee table.
Wine with the required
glasses & chiller if needed

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10. RECEIVING GUEST CALLS

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

10.1 Receiving guest calls. Answer the call within three
rings.
Note down the room number
& the name of the guest.
Use standard phraseology to
take the guest’s order.
Room service sales assistant.
Standard phraseology to be used.
“Good morning/aftern-oon/evening,
Room Service, Name, may I help you”.
Standard phraseology to be used
“Kindly hold the line, I will just get back
to you".

Guest calls should not be put Do not use slang like OK, yeah, etc.
10.2 What should be on hold for a long time.
avoided?
Apologize for putting the call
on hold.

Basic Guidelines: Standard phraseology to be used “ have

10.3 Procedure for Always offer to call back a nice day/evening” or wish him “good
telephone handling. instead of putting the guest night”.
on hold.

Be very polite and precise.

Speak slowly and clearly.

End the conversation by

thanking the guest and
wishing him.

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11. TAKING FOOD & BEVERAGE ORDER

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

11.1 Taking Food and Jot down the order on the Room service sales assistant. It is a must to repeat the order & room
Beverage order. order taker’s register. no. at the end of the conversation.
Suggest and assist the guest
in placing the order. The approx. time required for the order
Try to upsell. should also be specified
Repeat the order and the
room number.
Mention the approximate
time required for the order.

11.2 Taking special food To take special orders –

orders for guest. Check with the chef for
availability and approximate
time required for preparation.
Inform the guest accordingly.

12. PROCESSING AN ORDER

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

12.1 Processing an order. Feed the order in the Room service sales assistant. The KOT automatically gets printed in
computer. the kitchen.

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13. SETTING THE TRAY OR TROLLEY

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

13.1 Setting the tray or TRAYS Steward Tray to be balanced on one hand.
trolley? Tray has to be set with The tray is set similar to the way a
reference to the steward copy cover is set in the restaurant i.e. B&B
of K.O.T plate & napkin on the left,cutlery to be
placed on the right of the B&B Plate
Arrange required no. of adjacent to it, cruet set on the top of the
covers. tray, condiments on the top left corner &
Place all condiments and glasses on the top right corner.
accompaniments.

Check for cleanliness.

TROLLIES
Set the hot case to warm up
at a temperature between
40-50 oC.
Check the trolley for mobility
and cleanliness, if the wheels
are jammed send the trolley
to engineering department for
rectification.

Lay the moulton and table

cloth.

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14. PICKING UP A FOOD ORDER

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

14.1 How to pick up the Ensure the plate is hot for hot Steward The food to be picked up from the pick
order? items. Cover it with a plate up counter as soon as it is ready
cover.
All containers in which food is picked up
are clean & covered.

Garnishes & accompaniments to be

picked up along with the food.

Ensure that accompaniments Food orders to be picked up from the

have been picked up and the respective kitchen counters, dessert
plate is cleaned before the from the bakery.
food is covered. Beverage orders are to be picked from
the service bar.
Place the order on the tray,
trolley or hot case.

Pick up the orders from the

14.2 Where to pick up? respective kitchens.

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15. GETTING AN ORDER CHECKED

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

15.1 Get the order checked. When the entire order is Senior Captain / Captain. After the order is checked the steward
ready to leave. To ensure that copy has to be stamped ‘ ORDER
the correct order leaves CHECKED’ and signed by the captain
within the specified time on duty who checks the order.

The following things have to

be checked –
The entire order has to be on
the tray or trolley.

To ensure food is at the right

Set up to be as per the temperature, pick it up as soon as the
standards. chef places it on the pickup counter.
Carry it covered or in a hot case.
Equipment to be clean and
proper.

Food & beverage to be at the

right temperature.

Accompaniments to be as per
menu specifications.

Check if the steward copy is

placed below the tray mat.

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16. TAKING AN ORDER TO THE GUEST ROOM

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

16.1 Taking an order to the After the order has been Steward The order to leave as soon as the order
guestroom. checked by the Captain on is checked.
duty. The tray is balanced on one hand and
the other hand is left free for any
Collect the check & call for required support.
the elevator.
Announce “Room Service” softly.
Balance the tray properly on Use standard phrases like ‘Good
the palm of the hand. morning Sir. How are you?’
“ Where would you like me to place the
tray.”
16.2 Enter the guestroom? Knock twice. Repeat once Show the guest the order.
more if required after 20-30
seconds. Check for guest satisfaction.
Wish the guest according to .
the time of the day & ask the
guest where the order has to
be placed. If it has to be laid
out then lay it accordingly.
While placing the tray, briefly
explain the items that are
there on the tray.

Offer him to serve drinking

water.

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17. PRESENTING A CHECK

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

17.1 Presenting a check Present the check in a bill Steward. After the order has been laid out.
folder along with a pen after The bill folder to be clean.
the order has been laid out. The pen in working condition and
opened by the Steward.
If the guest is busy, offer to
get the check later or during
clearance.

18. ASKING THE GUEST FOR CLEARANCE

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

18.1 Checking the clearance After the check has been Steward Use standard phrase ‘Sir, when would
time signed and before leaving the you like me to come for the clearance’.
room, ask the guest when he
would like his room to be
cleared.

Keep a note of the guest

instructions for clearance
accordingly.

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19. HOW TO HANDLE ROOMS WITH A “DO NOT DISTURB” (DND) SIGN

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

19.1 How to know if a room A DND room has a DND sign Any person who goes to the Do not knock a room with DND sign.
is DND? hanging on the doorknob room.
outside the room.

19.2 How to handle a room If the person has gone to the

with DND? room with an order or due to
some other reason if the
guest has himself called upon
somebody –
Then call the Room Service
order taker (RSOT) to inform
that the room is DND.
The (RSOT) calls up the
guest to inform that the
steward is waiting outside the
room and there is a DND sign
on his door.

If a room is found DND while

placing fruit baskets or doing
regular clearances, then the
Steward has to fill in a DND
card. Slip it under the door so
that the guest gets to know
that somebody had come to
serve in his room but did not
knock the room because of
the DND sign.

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20. MAINTAINING STEWARD CARD & CONTROL SHEET

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

20.1 Maintaining the steward The steward card & control Steward, Captain, Sr. Captain All entries to be legible.
card and control sheet. sheet is maintained to keep a & Room
track of all orders that have Service
been served, for clearances. Sales
Assistant.
Mark the name of the server
on the book copy and the
time when the order actually
leaves.

Fill in the information in the

steward card.
Fill in the information in the
Control sheet.

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21. CLEARING THE CHECK

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

21.1 Clearing the check for After the guest has signed the Steward
food & beverage. check or settled by cash or
credit card.

Cash - For cash payment return the balance

 Get the check settled amount back to the guest.
from the cashier.
 Return the balance &
guest copy of the check
to the guest.

Room Sign –
 Return the check to the
order taker for posting of
the check to the guest’s
room.

Credit card –
 Get the sign of the guest
on the credit card charge
slip.
 Match the signature from
the credit card.
 Return the credit card
along with charge slip
copy.
 Settle the Check to
credit.

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22. CLEARING THE GUEST ROOM

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

22.1 When to take the As specified by the guest at Steward. Always give guest clearance calls a
clearance out of the the time of service. priority.
guest’s room? When the guest calls up.
On call from House Keeping.

The aim is to make the guest

22.2 Why clearance should comfortable.
be done urgently? To maintain the operational
par stock throughout the day.

Go to the guest’s room.

Ensure that all items have
22.3 Clearing a guest room been gathered on the tray.

Bring the tray to the service

landings and stack it on the
tallboy & get it to the IRD
area.

Take a DND card from the

Captain, fill it and slip it
22.4 What to do with DND underneath the door. Do not knock a DND room.
(do not disturb) rooms
or a room where the
guest is not
responding?
Captain.

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23. CLEARING THE GUEST CORRIDORS & SERVICE LANDINGS

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

23.1 When to do? Floor clearances to be done Steward Hourly clearance.
at regular intervals.
On House Keeping call.

23.2 Why to clear? To ensure the in-house guest

are comfortable.

Dirty trays lying in the

corridor gives a bad
impression.

To maintain the operational

par stock throughout the day.

Go to the guest corridors and

23.3 How to clear? service landings. Make sure every thing is cleared and be
Collect all the clearance trays careful not to spill any dirties on the
& stack the trays on the floor while clearance.
tallboy & get them to the IRD
area.

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24. CHECKING FOR GUEST SATISFACTION

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

24.1 Checking guest Whenever a service is The employee who comes in Contact the guest after 20-25 min of the
satisfaction. rendered to the guest, it is contact with service.
essential to check for the guest.
satisfaction. This can be done
by taking verbal feedback
from the guest to find out
whether he is happy with the
services offered to him or not,
act accordingly to satisfy his
needs.

Make a note about guest’s

likes & dislikes in the internal Listen to guest remarks patiently and
departmental log book for act accordingly.
providing services which is
more to the liking of the
guest, in future.

To make the guest feel that

24.2 Why to check? he has been given personal
attention.

To provide better services to

the guest in future by
knowing his likes and dislikes.

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25. INVENTORY OF OPERATING ITEMS

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

25.1 When to take At the beginning of each shift. Steward Daily between each shift change.
inventory?
To maintain the par stock.
25.2 Why to take inventory?
To keep a track of misuse
and shortages of operating
equipment.

To keep a track of damaged

equipments and their
maintenance.

How to take inventory? By taking a physical count

25.3 and comparing with the par
stock to find variance.

Figures to be endorsed by
person giving and taking the
handover.
26. INVENTORY OF BEVERAGE & CIGARETTES

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

26.1 Taking inventory of Take a physical count of soft Steward At the end of every shift to avoid
beverage & cigarettes. & hard beverage bottles, beer pilferage.
(cans & bottles) & cigarettes.

The F&B Controller carries

out inventory every fortnight.
For recording consumption & keeping
Maintain the consumption an inventory use the standard liquor

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and hand over registers for inventory register.

the same.

27. CLEARING THE TALLBOY

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

27.1 Clearing a loaded The method to be followed – Steward As and when required.
tallboy.
Take the Tallboy to the dish
wash. Work carefully to avoid breakage.
Remove one tray at a time.
Sort out the items of that tray.
Stack dirties on the counter
systematically.
Remove the linen and dump
in the soiled linen hamper.
Remove the clean, dry &
reusable items and store
them back.
Get the dirties washed, wiped
and re-stacked.

Frequent cleaning of the

Tallboy is required to
maintain the necessary
hygiene standards.
To avoid blocking of
operational items.

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28. ORGANISING WORK AREA

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

28`. Organising work area Following activities to be Steward Area to be organized at all times.
1 done-

Have the area cleaned.

Stack all the stewarding

equipment.

Fold and stack fresh linen.

Stack the freezer and empty

the defrost tray.

Arrange the bar & clear the

work tables.

Arrange the store items in the

cupboard.

Check the electrical

equipment.

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29. COLLECTING BREAKFAST DOOR KNOB CARDS

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

29.1 When to collect the To collect all the B/F door Steward / Assistant Steward. B/F doorknob cards to be collected
breakfast (B/F) knobs at a specified time everyday at 0400 hrs.
doorknob cards? everyday.

29.2 How to collect the B/F The B/F doorknob cards are The steward has to note down the room
door knob cards? collected from all the floors number on the card whenever he picks
starting from one end of the up a card from a door and sign his
floor covering the entire floor name on the card.
in the process. Care to be taken, not to mix up the
room numbers.

Care should be taken to note the correct

room number & time mentioned, from
the card on to the KOT.

After collecting all the cards, Captain

29.3 Processing the B/F KOTs are raised with the
cards. details of the order and the
time specified by the guest.
All orders are served on time,
specified by the guest.

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30. SUBMITTING THE CHECKS

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

30.1 How to submit the The checks are submitted at Room service sales The check are deposited according to
checks? the end of each shift. assistant/C the copies : - Guest copy – Front
aptain on Office Cashier
duty. Accounts copy – Credit.
Accounts copies of checks
are submitted along with the
cashier settlement report and
billwise settlement report.
Guest copies are given to
Front Office cashier.

31. GENERATING REPORTS

S.No TASK PROCEDURE RESPONSIBILITY STANDARD

31.1 Generating reports for Reports are generated at the Room service sales Cashier settlement report to be
Management end of shifts & at the end of assistant/C printed at the end of each shift when
Information. the day. aptain on the room service sales assistant signs
duty off for the day.

Reports are generated Sales analysis report to be printed at

through the point of sales midnight.
system.

These reports are generated

for keeping a track of the
sales and other management
requirements like forecasting

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& budgeting.

Date of mod: June 2012