Provide room service

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THHBFB08B	Provide room service
Unit Descriptor	This unit 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 could also involve front office personnel and kitchen staff.

ELEMENT	PERFORMANCE CRITERIA
1 . Take and process room service orders	Answer the telephone promptly and courteously in accordance with enterprise procedures and customer service standards. Check guests' names and use them throughout the interaction. Clarify details of orders, repeat them and check with guests for accuracy. Use suggestive selling techniques where appropriate. Advise guests of approximate time for delivery. Record room service orders accurately and check the information. Correctly interpret room service orders received from doorknob dockets. Transfer orders promptly to the appropriate location for preparation, where required.
2 . Set up trays and trolleys	Prepare food and beverage items correctly for service periods. Prepare general room service equipment for use. Set up trays and trolleys in accordance with enterprise standards for a range of meals including: breakfast lunch dinner complimentary special requests VIPs. Select sufficient service equipment and check for cleanliness, and damage. Set up trays and trolleys so that they are balanced, safe and attractively presented. Collect all food items and beverages promptly and in the right order. Check orders and trays before leaving the kitchen and prior to entering the room.
3 . Present room service meals and beverages to guests	Request entry to guests' rooms by knocking firmly on the door, and announcing the department in accordance with enterprise service standards. Enter guests' rooms upon appropriate response from guests and greet them politely and in accordance with enterprise service standards. Consult guests about their preferences for where trays or trolleys should be placed in the room and advise them of any potential hazards. Place trays or trolleys safely and conveniently. Position furniture correctly where required. Offer an explanation of the meal to guests where appropriate. Serve and place meals and beverages correctly and in accordance with enterprise procedures.
4 . Present room service accounts	Check guests' accounts for accuracy and present in accordance with enterprise procedures. Promptly present cash payments to the cashier for processing, and payment. Correct change to guests where appropriate. Present charge accounts to guests for signing and charge to their room account.
5 . Clear room service area	Check and clear floors promptly for used room service trolleys and trays. Return trays and trolleys to the room service area and dismantle and clean in accordance with enterprise procedures. Re-stock equipment and food and beverage in accordance with enterprise procedures.

Key Competency	Examples of Application	Performance Level
How can information be collected, analysed and organised?	Relaying guest order to kitchen and other departments for processing Communicating with guests, providing information and advice on food and wine	1
How are ideas and information communicated within this competency?	Taking and processing a room service order	1
How are activities planned and organised?	Collecting used service trays and trolleys from floors	1
How are problem solving skills applied?	Seeking assistance where multiple orders are required for delivery at the same time	1
How are mathematical ideas and techniques used?	Calculating guest account and change	1
How is use of technology applied?	Responding to a guest complaint that food is cold	1
How is team work used within this competency?	Processing a room service order using point of sale equipment	1

Range Statement

Typical room service procedures may include

preparing the service area
taking and recording of room service orders
preparing trays and trolleys
delivery of trays and trolleys
provision of food and beverage in the guest room
processing the guest's account
clearing the room service area.

Typical set ups for room service trays and/or trolleys may include

butters
condiments
juices
cereals
beverages.

Room service equipment may include

trays and trolleys
toasters
coffee machines
cutlery, crockery, warming equipment/lids, linen, glassware
printed materials.

Information provided to guests may include

name of service person and department
menu choices and options
specials
approximate time of delivery
description of meal/food and beverage items.

Evidence Guide

Essential Knowledge and Skills to be Assessed

The following knowledge and skills must be assessed as part of this unit:

ordering and service procedures for processing and delivery of room service items
knowledge of room locations within the establishment
structures and procedures for workflow within a food and beverage/room service location
product knowledge of the menu and wine list
hygiene, health, safety and security issues in relation to delivery of items for room service
relevant legislation relating to OH&S and food hygiene
customers service skills for up-selling and interacting tactfully and appropriately with guests
requirements of the relevant State/Territory Liquor Act in relation to service of alcohol (please note that this should be covered by completion of Unit THHBFB9B Responsible service of alcohol), where appropriate.

Linkages to Other Units

This unit must be assessed with or after the following units. These units describe skills and knowledge that are essential to this unit of competence:

THHGHS01B Follow workplace hygiene procedures

This unit also has a strong linkage to the following units and depending on the workplace, combined training and assessment may be appropriate:

THHBFB02B Provide a link between kitchen and service areas
THHBFB09B Provide responsible service of alcohol

Critical Aspects of Assessment

Evidence of the following is critical:

ability to correctly set up a variety of room service meals according to enterprise needs
ability to follow established legislative and enterprise and procedures in the handling of food and beverages.

Context of Assessment and Resource Implications

Assessment must ensure:

access to fully-equipped food and beverage service area and guest rooms which includes industry-current equipment and actual meals/food items
industry-realistic conditions such as typical ratios of room service staff/to guest orders and typical timeframes for the preparation and service of meals.

Assessment Methods

Assessment methods must be chosen to ensure that procedures and process of room service can be practically demonstrated. Methods must include assessment of knowledge as well as assessment of practical skills.

The following examples are appropriate for this unit:

direct observation of the candidate providing room service, taking a room service order, and preparing a room service tray
written or oral questions to test knowledge of menu items, hotel room location/layout, enterprise tray layout, and telephone protocol
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.