11

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GERALDINE D. RAYMUNDO
Module Writer
REMEDIOS V. MONTEBON
Team Leader
0

TVL-HE 11/12-FOOD AND BEVERAGE SERVICES

Quarter 4- Weeks 3 & 4

Department of Education • Republic of the Philippines

 Welcome to the module in Food and Beverage Services NC II. This module contains
training materials and activities for you to accomplish.
The unit of Competency “PROVIDE ROOM SERVICE” comprises of knowledge,
skills and attitudes required to Food and Beverage Services NC II.
You are required to go through a series of learning 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, don’t hesitate to ask your teacher for assistance.
The goal of this module is the development of practical skills. To acquire these skills,
you must learn basic concepts and terminologies. For the most part, you’ll get this
information from the Information Sheets and suggested resources and references.
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 teacher.

Thank You and Happy Learning.

The learners are expected to:

• Go through all the information and complete the activities in each content.
• Read the Information Sheets and answer the Self-Check. Added references will be given to
supplement the materials provided in this module.
• Your teacher will serve as your trainer manager and supervisor. He /She are there to support
you and show the correct way to do things.
• You will be given plenty of opportunity to ask questions and practices on the job. Make sure
you practice your new skills at home. This way you will develop your speed, memory and
confidence.
• Undergo with the Self-Checks, Task Sheets and Job Sheets at the end of every lesson to
track your own progress.
• When you feel confident that you have had sufficient skills, ask your Teacher to evaluate
you. The results of your assessment will be recorded as your achievement.

TVL-HE 11/12-FOOD AND BEVERAGE SERVICES

Quarter 4- Weeks 3 & 4
 LEARNING OUTCOME 3:
Present and Serve Food and Beverage Orders to Guests

Content Standard:

The learner demonstrates understanding of concepts and principles in providing room

service

Performance Standard:

The learner demonstrates the knowledge and skills in the practice of food and beverage
delivery to rooms efficiently with courtesy.

Content:

Room Service Procedure

MULTIPLE CHOICE
Directions: Read the statement carefully. Choose the letter of the correct answer.

1. What is a dining that provide food service in the privacy of a room away from the designated
dining area of an establishment.
a. tray service c. buffet service
b. room service d. trolley service
2. Which of the following is a statement bill that is given to the guest together with his/her order
in room service?
a. receipt b. menu c. docket account d. cheque
3. A type of service where food is arranged on tray before serving.
a. tray service c. buffet service
b. room service d. trolley service
4. Upon arriving to the designated room, what should be done first?
a. knock firmly and say “Room Service”
b. open the door immediately
c. confirm the room number
5. What should be done first upon entering the guest’s room?
a. Greet the guest and say “Ma’am here’s your order”
b. Arrange the food order in the guest’s table
c. Ask the guest where to place his/her order
d. Do not make any noise, just leave the tray on the guest table
6. Which is not true in presenting the guest bill?
a. To inform the guest of the amount to be paid.
b. To act as a control system for the establishment.
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TVL-HE 11/12-FOOD AND BEVERAGE SERVICES

Quarter 4- Weeks 3 & 4
 c. Guest bill maybe presented in the table
d. Take down the order and write it in order slip
7. The following are considerations when presenting the bill except
a.
a. Do not present the bills even they are asked for.
b. The bill is folded so that the amount to be paid cannot be seen by the other guests, or
it is placed in a billfold that serves the same purpose.
c. If there is no inquisitive host, you may place the bill in the center of the table.
d. Bills presented at bars should be presented on a plate,

8. Which of the following method of payment that you need to check the card expiry date or if
your establishment accepts the card presented?
a. cash b. credit card c. gift certificate d. voucher
9. Guest bill settlement types includes:
a. coupons b. credit card c. gift certificate d. all of the above
10. When to clear up the room service equipment?
a. 1 hour after the room service delivery
b. ask the guest what time to clear away the service equipment
c. wait for the guest to finish his/he food and then clear them away
d. Tell the guest to place the tray outside the room when they have finished

Directions :Complete the statement below.

1-2. The standard, “hot food should be served ______ and cold food should be served
______”, should be followed strictly.
3. Food set up on trays in an orderly, hygienic, and aesthetic manner and using
_________ food service equipment.
4. Upon completion of the set meal on the tray, the chef and waiter ________ the menu
items against the list of orders on the request form.
5. Upon the go signal of the food or kitchen manager, the waiter proceeds to ________
the order to the designated room.

TVL-HE 11/12-FOOD AND BEVERAGE SERVICES

Quarter 4- Weeks 3 & 4
 Information Sheet 1.1
Room Service Procedure
Written by: Geraldine D. Raymundo

Learning Goals: TLE_HEFBS9- 12RS-IVc-3

After reading this Information Sheet, YOU MUST be able to:

1. Verify the guest’s name on the bill before announcing the staff’s presence outside the
door
2. Greet guests politely
3. Ask the guest where they want to place the tray or trolley
4. Deliver food orders on desired time of the guest

https://hmhub.me/room-service/

A. Room Service Delivery

After the tray or trolley has been properly prepared and all the food and beverage items have
been loaded, the server proceeds to the guest room to deliver the Room Service meal. Servers
should proceed as quickly as possible in order to preserve the appearance and temperature of the
food, but must walk cautiously and quietly in the guestroom corridors and give way to guest.

Approach the room quietly. Upon reaching the guest room:

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TVL-HE 11/12-FOOD AND BEVERAGE SERVICES

Quarter 4- Weeks 3 & 4
 • Confirm the room number with the guest check.
• Check the door for a DO NOT DISTURB sign. If one is in place, look for a service area
with a telephone and inform the guest if the food service ordered.
• If a no DND sign is seen, Knock firmly and say “Room Service” clearly and confidently.
Remember that your voice must carry through a closed door.
• Listen for the guest’s response and press the doorbell or knock the door accordingly. If
there is no response, knock and announce ‘Room Service’ again. Do not enter until the
guest opens the door or you have been asked to enter.
• Wait 20 seconds for the guest to reply before knocking or ringing the doorbell again. Do
not ring or knock more than three times.
• Stands straight with a smile on the face in front of and facing the peep-hole with the
trolley placed by the wall, not obstructing the passage.
• When the guest opens the door, always greet the guest by saying “Good
morning/afternoon/evening, your room service order, Sir/Madam.”
A. Entering a guest room
Respect for a guest’s privacy is the primary consideration when entering a room. The
following procedures will usually apply:

• When you entered, address the guest by name.

“Good morning,____________. Here is your breakfast “___or whatever is appropriate.

Continue to use the guest’s surname while making polite conversation throughout the
room service procedure.

• Wait until the guest invites the waiter to come in.

C. Leaving a guest room

• Ask the guest whether anything else is required.

• Present the account for signature.
• Explain the clearing procedure. Guests may either call when they are finished with
their meal for it to be cleared or just leave the trays or trolleys outside their room.
• Say goodbye to the guest in a friendly but courteous manner and leave the room
quietly.
• Check the floor or passage outside the room and remove any used trays or trolleys
that may have been deposited there.
• Present the signed charge account to the cashier.
• Inform the guest as to how to have the tray or trolley removed. Whether you want
them to call or just place it outside the room, they need to know. Be sure to have the
trays remove immediately.

TVL-HE 11/12-FOOD AND BEVERAGE SERVICES

Quarter 4- Weeks 3 & 4
 Task Sheet 3.1 Video clip: Make 40 seconds to 1 minute video explaining/demonstrating the
proper procedures in presenting the food and beverage orders to the guest. To be presented during
online class. Your performance will be measured using the rubrics below.

Description Score

Demonstrated 100% of the given tasks. 10

Demonstrated 75% of the given tasks. 8

Demonstrated 50% of the given tasks. 6

Demonstrated 25% of the given tasks. 3

Did not perform the given tasks. 1

Self-Check 1.2: True or False: Write T if the statement is correct and F if it is incorrect.
Write the answers in your notebook.
________ 1. Ask the guest whether he needs anything else before leaving the guest room.

________2. Doorknob dockets are placed inside the guestrooms by room attendant.
________ 3. Once inside the room, leave the door open unless the guest orders you to close it.
________ 4. The exact location of where trays are placed, and trolleys are set up will be beside
the guest’s bed.
________ 5. Wait 20 seconds for the guest to reply before knocking or ringing the doorbell
again. Do not ring or knock more than three times.

1. After the order has been prepare properly, the server proceeds immediately to the
guest room to deliver the Room service meal preserve the appearance and
temperature of the food. Do not forget to check the room number with the guest check
and knock firmly and say, “Room Service”.

TVL-HE 11/12-FOOD AND BEVERAGE SERVICES

Quarter 4- Weeks 3 & 4
 2. Upon entering to the guest room always respects for a guest’s privacy, wait until the
guest invites the waiter to come in.
3. Before leaving a guest room remember the following:
a. Ask the guest whether if he or she needs anything else.
b. Present the account for signature.
c. Explain the clearing procedure.
d. Say goodbye to the guest in a courteous manner and leave the room quietly.

LEARNING OUTCOME 4:
Present Room Service Account

Content Standard:

The learner demonstrates understanding of concepts and principles in providing room

service

Performance Standard:

The learner demonstrates skills in presenting accounts to the clientele/customer within the
appropriate time politely

Content:

Presenting and Settling Room Service Account

You are about to enter your Information Sheet 1.1.2, but before you proceed let me first test your
understanding about the previous lesson. List down 3 important things in room service delivery.

1. ___________________________________________
2. ____________________________________________
3. ____________________________________________

TVL-HE 11/12-FOOD AND BEVERAGE SERVICES

Quarter 4- Weeks 3 & 4
 Information Sheet 1.2
Presenting and Settling Room Service Account
Written By: Geraldine D. Raymundo

Learning Goals: TLE_HEFBS9- 12RS-IVd-4

After reading this Information Sheet, YOU MUST be able to:

1. Check and present guest’s accounts for accuracy in accordance with establishment
procedure.
2. Present cash payments to the cashier for processing in accordance with establishment
guidelines.
3. Present charge accounts to guests for signing based on establishment policy and
procedure.

Presenting the Bill

A docket account is a statement bill or invoice from a
business transaction. The methods by which bills are prepared
range from handwritten dockets to high tech computerized
systems. The two purpose of a guest’s bill are to inform the guest
of the amount to be paid (giving details of what is charged for)
and to act as a control system for the establishment.

Guest’s bill may be presented at the table, at the bar and

other establishment including the cashier desk. No matter where it
is presented, the bill should be kept up to date all times. Where
https://www.google.com/search?q=present+room+service+account++OR+BILLS&tbm=isch&ved=2ahUKEwi4z

possible, the bill should be kept ready for presentation as soon as 4SSx6_wAhVKyZQKHUVJBDQQ2-
cCegQIABAA&oq=present+room+service+account++OR+BILLS&gs_lcp=CgNpbWcQAzoCCAA6BAgAEB5Qm1N
YmmxgxnFoAHAAeACAAaYBiAG6CJIBAzYuNJgBAKABAaoBC2d3cy13aXotaW1nwAEB&sclient=img&ei=sP6QYL
i3IMqS0wTFkpGgAw&bih=597&biw=1242#imgrc=Ejvjpfv-NEQ_JM

the guest requires. This may not always be possible, particularly when beverages are being
served right up to the time of the guest’s departure.

Here are some considerations when presenting the bill:

• Be alert that guests may want their bill.

• Do not present the bills until they are asked for.
• When presenting the bill at the table, place it in front of the host (probably the person
who has asked for the bill) on a small plate from the right.
• Either the bill is folded so that the amount to be paid cannot be seen by the other guests,
or it is placed in a billfold that serves the same purpose.
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Quarter 4- Weeks 3 & 4
 • If there is no inquisitive host, you may place the bill in the center of the table.
• Bills presented at bars should be presented on a plate, folded or in a billfold.
• If the establishment requires guest to pay at a cashier’s desk as they are leaving, make
this clear to the guests to avoid confusion and delay.
• Don’t hover around waiting for your guests to pay; leave them alone to pay in their own
time.
• Remain alert, though, so that when they have paid or signed for their meal, there is no
unnecessary delay while they kept waiting for you to collect the payment.

Methods and Procedures for Payment

Common payment methods include cash, credit cards, the Electronic Fund Transfer at
Point of Sales (EFTPOS) system, voucher, and charge account. Be familiar with the procedures
for these various methods of payment and know which methods of payment are acceptable to the
establishment.

For credit card payments, check for the following;

• The establishment accepts the kind of card presented

• The charge is to be billed to a credit or savings account
• The card’s expiry date
• That it has been signed

In the case of charge accounts, the waiter presents charge account to guest for signing.

Room service is different from other food and beverage outlets in that the guest check is
presented upon delivery of the meal, as opposed to being presented after the meal is finished by
the guest.

Once the tray or trolley has been set up and all food items have been arranged for the guest,
the server presents the check in a check folder and secures the guest’s name and signature on the
check.

If a guest pays with cash then thank the guest sincerely for their payment especially if the
guest says “Keep the change”. Staff should check that the amount tendered covers the account
total.

In the case of charge accounts, the waiter presents charge account to guest for signing. The
other alternative is that room service is paid for by a third party in the form of a gift card or third-
party account. The process is the same as the guest charging to their room. The payment needs to
be recorded and a receipt issued.
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Quarter 4- Weeks 3 & 4
 Before leaving, the server should make sure the guest does not need anything else and
explain how the guest can have the tray or trolley cleared. The server may ask what time the
guest would like to have the equipment cleared and note the time on the check.

The server should thank the guest before leaving, and take plate covers and any other
unnecessary items as he leaves.

Task Sheet 1.2 Audio Clip: Form pairs. Each pair will present a radio/audio dramatization
focusing on how to present room service account/bill to the guest. To be presented during online
class. Your performance will be measured using the rubrics below.

Description Score
Demonstrated 100% of the given tasks. 5
Demonstrated 75% of the given tasks. 4
Demonstrated 50% of the given tasks. 3
Demonstrated 25% of the given tasks. 2
Did not perform the given tasks. 1

1. A docket account is a statement bill or invoice from a business transaction. The methods by
which bills are prepared range from handwritten dockets to high tech computerized systems. The
two purpose of a guest’s bill are to inform the guest of the amount to be paid and to act as a
control system for the establishment.

1. Common payment methods include cash, credit cards, the Electronic Fund Transfer at
Point of Sales (EFTPOS) system, voucher, and charge account.
2. Upon completion of the meal presentation, the server presents the check /account docket
in a check folder and secures the guest’s name and signature on the check.
3. For credit card payments, check for the following.
-The establishment accepts the kind of card presented
-The charge is to be billed to a credit or savings account
-The card’s expiry date
-That it has been signed
5. In the case of charge accounts, the waiter presents charge account to guest for signing.
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 Self-Check 1.2: True or False: Write T if the statement is correct and F if it is incorrect. Write
the answer in your notebook.
__________1. Present the bill in a bill folder with the figures faced down.
__________2. Be alert to sign that guests may want their bill.
__________3. Only cash and credit card payment method are allowed in room service delivery.
__________4. Do not present the bill until they are asked for.
__________5. You may place the bill in the center of the bible.

Congratulations! You are about to finish this module. Before you proceed to the last information
sheet of this week answer the following question in one sentence as a review.

1. What are the important information that are indicated in Account Docket/Bill?
________________________________________________________________________
_______________________________________________________________________.
2. How is the process payment of room service account being done?
________________________________________________________________________
________________________________________________________________________

LEARNING OUTCOME 5:
Clear Away Room Service Equipment

Content Standard:

The learner demonstrates understanding of concepts and principles in providing room

service

Performance Standard:

The learner demonstrates the skills in clearing out the service area of used equipment,
utensils, leftovers, and materials efficiency and with happy disposition

Content:

Clearing Procedure

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Quarter 4- Weeks 3 & 4
 Information Sheet 1.3
Clearing Procedure
Written by: Geraldine D. Raymundo

Learning Goals:
After reading this Information Sheet, YOU MUST be able to:

a. Check and present guest’s accounts for accuracy in accordance with establishment
procedure.
b. Explain the procedures in taking out the tray and trolley after the guest have finished
their meal
c. Check and clear the floors in accordance with establishment policy and guidelines
d. Clear dirty trays in accordance with the establishment’s procedure
e. Clear and return trays and trolleys to the room service area

Clearing and Cleaning Room Service Area

It is the room service’s responsibility to clear away the

tray when the guest have finished, either by asking them to
place their tray outside of their room when they have finished,
and to clear it 20 minutes after the service or by asking the
guest to call them to come clear away the tray. It is often the
object of conflict between housekeeping and the room service
departments. In fact, there is nothing worse than a floor where
there are dirty trays lying on the floor. One should consider
that the job of the room service is finished only when all trays
have been cleared away. https://www.google.com/search?q=clearing+the+table+after+meals
&tbm=isch&hl=en&sa=X&ved=2ahUKEwjnzOH9wrLwAhUF0pQKHZLB
BAMQrNwCKAB6BAgBEG8&biw=1226&bih=597#imgrc=gfTg2rt0b3S0
LM

Waiters or busboys are in charge of removing the soiled dishes after meal. In the case of
room service, only one waiter usually takes charge of food delivery and service and clearing up
after meals. Clearing up involves separating crumbs and leftovers from the used plates, stocking
up the used dishes and other wares, and then placing them on the cart or trolley, the one which
have been previously used for delivery. Standard procedure in cleaning includes removing all
crumbs from used plates and setting aside food leftovers from serving platters which have been
left untouched. The waiter asks the guest what they intend to do with these, whether to leave

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Quarter 4- Weeks 3 & 4
 these in the room or do away with it – in which case the waiter puts in the cart. In removing the
crumbs, the waiter brings out his clean rag and removes them with one or two swift strokes
across the table. Depending on the table dry. If table has a tablecloth on top, the waiters simply
removes it especially if it has stains and spills. Otherwise, if the tablecloth is clean, wiping out
crumbs is sufficient.
After cleaning the table, the floor is also cleared as fast as possible. Some guest s may not
require the cleaning of floors if they do not wish the waiter to stay long in the room. In that case,
the waiters return the trolley or cart outside the room and into the kitchen.

Clearing room service areas

It is important that trays and trolleys placed outside the rooms are cleared promptly, as
messy and untidy floors or passages reflect very badly on the establishment. Good working
relations and good communication channels between the housekeeping and room service
department must be maintained to ensure that floors are cleared quickly.
Typically, a room service order is required to get the following information on a dispatch
sheet or checklist:
• Date
• Room number
• Whether tray or trolley has been taken (an agreed code may be used, such as ‘T’
for ‘trolley’ and ‘O’ for ‘tray’)
• Time the order was taken
• Time the order was delivered
• Person delivering the order
• Time the order was cleared

The room boy is responsible for controlling floor service procedures and for directing
staff to clear rooms and floors. In addition, there should be regular floor checks, at least hourly,
to ensure that used trays and trolley and miscellaneous items are quickly removed.
When a room or floor has been cleared after room service, the room service taker must be
informed.
Floor must be cleared quickly and take care that equipment is securely placed.
Unconsumed food and beverages, food service equipment, trays and trolleys must be returned to
food service area or to the kitchen via service lift.

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Quarter 4- Weeks 3 & 4
 Cleaning and Storing Trays and Trolleys

Trays and trolleys should be taken to the wash-up area. Waste items will be removed and
food service equipment will be washed.
Trays and trolleys must be cleaned and dismantled safely and hygienically, following
enterprise procedures. The procedure includes the stocking of equipment, placement of dirty
linens and storage of usable items.
Clean trays and dismantle trolleys done correctly and replace with other usable items in
the Room Service pantry.
Stock of all items should be checked against per stock and requisition for restocking as
required to meet the establishment’s standards.

Task-Sheet 1.3: Video Clip. Make 40 seconds to 1 minute video explaining/demonstrating the
proper procedures in clearing room service area. To be presented in your group messenger. Your
performance will be measured using the rubrics below.

Description Score
Demonstrated 100% of the given tasks. 5
Demonstrated 75% of the given tasks. 4
Demonstrated 50% of the given tasks. 3
Demonstrated 25% of the given tasks. 2
Did not perform the given tasks. 1

Self-Check 1.3: Fill in the blanks: Choose the correct from the box provided below.

busboy floor service cleaning

waiter room service hygienically
room boy clearing up food service

1. The ____________ oversee removing the soiled dishes after meal.

2. _______________ involves separating crumbs and leftovers from the used plates.
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Quarter 4- Weeks 3 & 4
 3. The room boy is responsible for controlling ___________________ procedures
and for directing staff to clear rooms and floors.
4. Trays and trolleys must be cleaned and dismantled safely and __________
following enterprise procedures.

5. Unconsumed food and beverages, food service equipment, trays and trolleys must
be returned to ____________ area via service lift.

MULTIPLE CHOICE:
Directions: Read the statement carefully. Choose the letter of the correct answer.

1. What is a dining that provide food service in the privacy of a room away from the designated
dining area of an establishment.
a. tray service c. buffet service
b. room service d. trolley service
2. Which of the following is a statement bill that is given to the guest together with his/her order
in room service?
a. receipt b. menu c. docket account d. cheque
3. A type of service where food is arranged on tray before serving.
a. tray service c. buffet service
b. room service d. trolley service
4. Upon arriving to the designated room, what should be done first?
a. knock firmly and say “Room Service”
b. open the door immediately
c. confirm the room number
5. What should be done first upon entering the guest’s room?
a. Greet the guest and say “Ma’am here’s your order”
b. Arrange the food order in the guest’s table
c. Ask the guest where to place his/her order
d. Do not make any noise, just leave the tray on the guest table
6. Which is not true in presenting the guest bill?
a. To inform the guest of the amount to be paid.
b. To act as a control system for the establishment.
c. Guest bill maybe presented in the table
d. Take down the order and write it in order slip
7. The following are considerations when presenting the bill except
a. Do not present the bills even they are asked for.
e. The bill is folded so that the amount to be paid cannot be seen by the other guests, or
it is placed in a billfold that serves the same purpose.
f. If there is no inquisitive host, you may place the bill in the center of the table.
g. Bills presented at bars should be presented on a plate,

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Quarter 4- Weeks 3 & 4
 8. Which of the following method of payment that you need to check the card expiry date or if
your establishment accepts the card presented?
a. cash b. credit card c. gift certificate d. voucher
9. Guest bill settlement types includes:
a. coupons b. credit card c. gift certificate d. all of the above
10. When to clear up the room service equipment?
a. 1 hour after the room service delivery
b. ask the guest what time to clear away the service equipment
c. wait for the guest to finish his/he food and then clear them away
d. Tell the guest to place the tray outside the room when they have finished

EXIT SLIP: Make use of this slip to assess your understanding of the lessons.

5 Things I learned this week.........

3 Things I found interesting..........

2 Questions I still have...............

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 REFERENCES:
Department of Education (2016) K to 12 Home Economics - Food and Beverage Services (NC
II) Curriculum Guide
Cornell, Daryl Ace V., 2017.Food and Beverage Service Procedures For Senior High School A
Comprehensive Approach K to 12 Curriculum Compliant. Manila: Mindshapers Co.., Inc.
Basbas, Leonora D., 2017. Food and Beverage Services. Manila: Rex bookstore
Online Source
https://hmhub.me/room-service/

https://www.google.com/search?q=present+room+service+account++OR+BILLS&tbm=isch&ved=2ahUKEwi4z4SSx6_wAhVKyZQKHUVJBDQQ2-
cCegQIABAA&oq=present+room+service+account++OR+BILLS&gs_lcp=CgNpbWcQAzoCCAA6BAgAEB5Qm1NYmmxgxnFoAHAAeACAAaYBiAG6CJI
BAzYuNJgBAKABAaoBC2d3cy13aXotaW1nwAEB

https://www.google.com/search?q=clearing+the+table+after+meals&tbm=isch&hl=en&sa=X&ved=2ahUKEwjnzOH9wrLwAhUF0pQKHZLBBAM
QrNwCKAB6BAgBEG8&biw=1226&bih=597#imgrc=gfTg2rt0b3S0LM

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Quarter 4- Weeks 3 & 4