o
The guest informs the order taker of a clearance request.
o
Before you leave a service tray or room service cart, Know where
the guestroom is located and also know the best way to get to the guestroom.
o
Use stairwells, service elevators, and halls to speed delivery
time.
o
Avoid public elevators, lobbies, function areas and restaurant
entrances.
o
Trays and carts in guestrooms and corridors are hazards; A guest
could trip over these items.
o
The order taker notes down the room number on the pad and passes
it to the Supervisor concerned who shall inform the staff member in charge, or
any other IN ROOM DINING staff available.
o
The staff member shall proceed to the room immediately to perform
the removal
o
At all times, the “DO Not Disturb” card must be strictly respected
and recorded when displayed.
o
The room maid/boy informs the In room Dining Department upon the
guest’s request for making up the room.
o
The staff member shall proceed to the room immediately to perform the
removal.
Entering the guest room:
o
Knock firmly three times with your knuckles and announce “Room
Service / In Room Dining”.
o
Do not use a key or any other hard object to knock the door.
o
If no one answers then knock and announce again. The guest may be
in the shower or the bathroom.
o
If the guest still does not answer, check the room number is
correct. If the room number is correct then call the room service / IRD
supervisor and inform about the situation.
o
When the guest opens the door greet the guest by name. And let the
guest know that you are there to pick up the tray/trolley/cart.
Retrieve a room service Tray:
o
Place service ware, glasses, used linens and trash on the tray.
o
Bend at the knees to pick up the tray. Pull the tray with one hand
into the palm of the other hand.
o
Balance the tray on your palm or Fingertip’s at shoulder height.
o
Use your free hand to steady the tray as you stand.
Retrieve a Room service Cart / Trolley:
o
The IN ROOM DINING staff member shall clear the trolley from the
guest’s room.
o
He shall adjust the stacked soiled plates, silverware and
glassware in order to avoid any breakage, as trained.
o
Fold the trolley wing, lay down all the empty beverage bottles and
cover all soiled dishes with the table cloth
o
Before leaving the room, he shall double-check with the equipment
control slip that no item is missing.
o
If any equipment is missing, he shall inform the Supervisor
concerned immediately who shall record the item reference in the equipment
control sheet with the date, time and room number in order to further action to
be taken appropriately as set by the Director of Food & Beverage
o
The Supervisor concerned checks the equipment control slip.
o
The equipment control slip shall be inserted under the
tray/trolley cloth.
The guest leaves the tray outside the door:
o
Soiled dishes and equipment in corridors are unsightly and
indicate a poorly run room service department.
o
Should the tray be cleared by the guest and left outside the room
(guest floor corridor) and equipment is missing, the room boy and/or IN ROOM
DINING waiter shall inform the Supervisor concerned immediately.
o
This missing item shall be record in the equipment control sheet
with the date, time and room number in order for further action to be taken
appropriately as set by the Director of Food & Beverage.
Master control sheet:
o
The Supervisor checks the master control sheet recording for
monitoring all the serving times.
o
For breakfast service, if the guest does not call for clearing,
the removal is to be performed systematically 45 minutes after the serving
time.
o
For lunch and dinner services, the removal is to be performed
systematically one hour after the serving time.
