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SOP – Delivering guest orders in Room Service / IRD

SOP Number: F&B - 20 ( SOP serial number and department code )

Department: Food and Beverage Service – General


Time to Train: 30 Min

Double Check the order to make sure nothing is missing, damages or soiled. Check everything carefully before leaving the kitchen to save unnecessary return trips to pick up items that were missed.

Check the following:

  • Service ware

  • Linens, napkins, tablecloths are appropriate.

  • Condiments.

  • Bread and butter.

  • Cold food ( Salad, cold appetizers etc. )

  • Hot food.

  • Garnishes.

  • Hot Beverages.

  • Cold Beverages.

  • Beer or wine.

  • Cocktails.

  • Guest check in a check folder.

  • Pen.

  • Cork Screw. ( If needed)

  • Ice Bucket. ( If needed)

  • Matches.

  • Extra napkin for cleaning up spills.

Lift and carry the room service tray:

  • Lift the tray carefully, using your legs for leverage.

  • Bend at the knees to pick up the tray. Pull the tray with one hand onto the palm of your other hand.

  • Balance the tray on your palm or fingertips at shoulder height.

  • Use your free hand to steady the tray as you stand.

  • Keep your back straight as you stand.

  • Watch where you are going. Be aware of opening doors and wet spots on the floor.

  • Use correct entrance and exit doors and pass to the left of people walking towards you.

Carefully move room service carts:

  • Ease carts over uneven surfaces, such as where carpets meet tile floors.

  • Pull carts into and out of elevators. This allows you to see where you are proceeding.

Proceed towards the room:

  • When arriving at the guest’s room, Knock on the door gently three (3) times

  • Identify yourself by saying “IN ROOM DINING” / “Room Service”.

  • Wait for the guest to open the door.

  • Enter carefully with your tray or trolley, do not hit or scratch the wall

  • Always leave the door open after entering a guest room.

Greet the guest:

  • From 00.00 to 11.59, say : “Good morning Mr./Mrs./Ms. XXX”

  • From 12.00 to 15.59, say : “Good afternoon Mr./Mrs./Ms. XXX”

  • From 16.00 to 23.59. say : “Good evening Mr./Mrs./Ms. XXX”

Note : Try to learn the guest’s name before serving

  • Ask where the guest wants the meal to be served.

Breakfast Service:

  • For breakfast service, some guests want their breakfast in bed or at the bed side

  • The guest shall be asked in a polite manner: “Where should I place the tray Mr./Mrs./Miss. XXX” or  “Sir/Madam?”

Lunch & Dinner Service:

  • For lunch and dinner service, the sitting area is usually used.

  • Move away the coffee table

  • Arrange the space for the trolley and chair(s)

  • Arrange the set-up per cover and seat the guest(s).

  • Open the trolley’s wing

  • Move the equipment a bit lower for a good presentation to the guest

  • Invite the guest(s) to sit down by saying “Take a seat, please”

  • Ladies shall be seated first facing the window view, gentlemen shall be seated last.

Training Summary questions:

Q1. What all to be checked before proceeding to the guest room?  

Q2. What is the correct way to pick up the room service tray?                 

Q3. How many times the guest doors to be knocked?

Q4. What is the proper way to greet the guest?

Q5. Process for Lunch and dinner service