ROOM SERVICE

Telephone ringsssssssssssss……………
Order Taker: Room Service Good Morning! This is (state your name) speaking, how may I help you?
Guest: Yes Good Morning too. I just want to order for my lunch.
Order Taker: May I know who’s in the line and your room number please?
Guest: ok. I’m (state the guest name) at room 305.
Order Taker: ok. (State the guest family name).we have a menu beside the telephone, you can use that
Ma’am/ Sir as your reference.
Guest: ok.
Order Taker: Can I take your order now ma’am/ Sir?
Guest: ok, I want a piece of fried chicken with rice and a glass of apple juice for my drink please.
Order Taker: ok, ma’am /sir. What do you want for your rice? A plain rice or fried rice?
Guest: a plain rice please.
Order Taker: ok, ma’am/sir. Would you like to try our specialty of the day, a roasted chicken, it is one of our
top sellers, would you go for it ma’am/Sir?
Guest: Ok, I try for it, just give me a piece of roasted chicken instead of fried chicken.
Order Taker: how about the drinks ma’am /Sir? We have a four season and melon juice for our special drinks
of the day, would you go for it ma’am/sir?
Guest: ok, I go for melon juice instead apple juice please.
Order Taker: for your condiments ma’am, what would you like? Catsup or chili sauce?
Guest: just give me chili sauce for my condiments please.

Order Taker: ok ma’am/sir. May I repeat your order, you ordered.

One piece of roasted chicken with plain rice, a glass of melon juice for your drinks and chili sauce for your
condiments, did I get it right ma’am/ sir?
Guest: Exactly
Order taker: Do you have additional order ma’am / sir?
Guest: No
Order taker: Ma’am your order will be available after 30 minutes…would you like to deliver it right away or on
a specific time?
Guest: ok, just deliver it at 12:00 noon please.
Order taker: ok ma’am... The total amount of your order is 1065 pesos only. Would you prefer to pay it on
cash or charge to your room?
Guest: Just charge it to my room please.
Order taker, ok ma’am /sir, is there anything else that I can help with you?
Guest: no thanks
Order taker: ok, ma’am/ sir thank you for calling have a nice day.

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Delivering the food….
Knocking the door 3x
Waiter: (knock the door thrice and say) Room Service
Guest: (open the door with a smile)
Waiter: Good noon Ma’am/sir, I’m (state the waiter’s name) and here’s your room service order.
Guest: good noon to.
Waiter: may I come in?
Guest: yes, please get inside
Waiter: Thank you ma’am/ sir
(Waiter enter the room)
Waiter: ma’am/sir, where would you like me to place your order. Shall I leave on the tray or Trolley or transfer
it to your table?
(Note: if you use tray, say, “shall I leave on the tray or transfer it to your table.
If you use trolley, say “shall I leave on the trolley or transfer it to your table.)
Guest: kindly transfer to my table.
(Note: waiter set up the table)
Waiter: ma’am/sir, would you like me to open your curtain to brighten your day?
Guest: yes please.
Waite: ma’am if you’re ready to eat shall I serve the food for you?
Guest: no thanks.
Waiter: is there anything else I can do for you ma’am /sir?
Guest: no
Waiter: ok, ma’am/sir. May I present to you your bill, since you charge it to your room, kindly affix your
signature here please?
Guest: ok,
Waiter: thank you ma’am/sir. What time would you like me to get your soiled dishes ma’am/sir?
Guest: after an hour
Waiter: ok ma’am/sir. If you need any assistance just call the room service department. Enjoy your meal and
have a great day.
Handling a guest complain...
(While eating)
Guest: Oh that waiter (oh my God there’s an egg)
(The guest call to the room service department, and look for the manager)
Telephone rings...
Room service agent: room service good noon, this is randy speaking, how may I help you?

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Guest: where’s your manager?
Room service agent: what’s the matter ma’am/sir? Is there any problem?
Guest: I’m Ms./Mr. ( state the guest name and room number) I just want to complain my food … I my order is
roasted chicken with plain rice , but waiter serves me a buttered chicken, I got an allergy now.
Room service agent: I’m sorry to hear that ma’am, just for a while please, I just call the manager.
Manager: Good noon ma’am/sir, this is (state the manager name) the manager of this hotel, I’m sorry to hear
that ma’am, I apologize of our mistakes, because of that I’ll give a discount of your room payment. And we will
replace your order.
Guest: ok, but make sure that my order is roasted chicken.
Manager: ok ma’am, this time I’ll see to it that it will be serve a roasted chicken.
I’m sorry again for the inconvenience. Thank you for calling ma’am/ sir. Have a great day.

LAYING THE TABLE CLOTH:

Ma’am / Sir, may I present to you the proper laying of table cloth folded in concertina fold.
Before laying the table cloth, check the condition and cleanliness of the table and chair to ensure it
does not wobble, then check the table cloth if it is clean and odor free. Then position the table cloth to the
center, then see to it that the left side and the right of the table cloth should be balance, then push the table
cloth from the far edge of the table, then release the bottom layer of the cloth to hang over, then drag the
table cloth to the center the pulls towards you
Good morning Ma’am /Sir, I’m done with my lunch set up for Russian table service and now I’m going to
identify my table appointment. First , for my linen, I have table cloth and table napkin folded into ( state the
name of the folded table napkin), and for my chinaware, I have show plate 11” to 14 “ diameter, dinner plate
10” diameter, fish palate 8” to 9” diameter, salad plate 7” to 8” diameter, bouillon cup with under liner, and
bread plate with 6” diameter, for my silverware, I have salad fork, fish fork, dinner fork, salad knife, fish knife,
dinner knife, soup spoon, cocktail fork, dessert fork, dessert spoon, then a butter spreader all silver except
dessert fork, dessert spoon and butter spreader is 1” away from the edge of the table. And for my glassware, I
have water goblet ½ “ from the tip of the dinner knife, red wine glass, white wine glass, then champagne flute.
For my hollowware I have salt and pepper shaker and lastly for my center piece I have flower vase.
And for my breakfast set up for American table service, for my linen I have table cloth, and table napkin
( state the name of table napkin) for my china ware I have bread plate 6” diameter and cup and saucer in 5-6
oz. for my silverware I have dinner fork, dinner knife and tea spoon, 1” away from the edge of the table, for
my glassware I have water goblet ½ “ from the tip of the dinner knife, for my hollow ware, I have sugar and
cream container and salt and pepper shaker and lastly flower vase for my center piece.

Table Napkin (Ten Variation plus the occasion and uses)

Good morning Ma’am /Sir I’m done with my ten variation of table napkin folding, which are, pyramid, it
should be place on the dinner plate a good for formal occasion like birthday, swan2, it should be place on
water goblet a good for formal occasion like weeding, buffet pouch, it served as a pouch of a silverware, a
good for formal occasion like golden anniversary.

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Table skirting
Good morning Ma’am/ Sir, may I present to you my 5 basic design of table skirting, which are, butterfly,
bamboo, triple candle, side pleats and my center piece is chandelier , table skirting : is used to decorate tables
to be used in different kinds of occasions, for elegance and cover to the actual table.

LUNCH RESERVATION
TELEPHONE RINGS…..
Front office agent: BENJARONG Restaurant Good morning. This is (state the name of agent) speaking. How
may I help you?
Caller/Guest: I would like to make a lunch reservation.
Front office agent: ok, may I know if who’s in the line please? And you contact number?
Caller/Guest: ok, this is Mr./Ms. ( state the caller/guest name)and my contact number is 321-45-23.
Front office agent: ok, you are Mr./ Ms. ( state the caller/ guest name)and your contact number is 321-4523,
am I right ma’am?
Caller/ Guest: yes.
Front office agent: What would you like ma’am for your reservation, smoking area or none smoking area?
Caller/ Guest: nonsmoking area please.
Front office agent: how many guest are we expected to come ma’am/sir?
Caller/Guest: only me will be coming.
Front office agent: when and what time you’ll be here ma’am/sir?
Caller/Guest: I’ll be coming to your restaurant on Wednesday around 11:00 am.
Front office agent: ok, we will be expecting you here on Wednesday around 11:00am ma’am/sir.
Caller/guest: ok. Thank you
Front office agent: thank you for calling, ma’am/sir.

WELCOMING THE GUEST

Waiter: Good Morning Ma’am/Sir. Welcome to BENJARONG Restaurant.
Guest: Good morning too.
Waiter: Are we holding any reservation ma’am/ Sir?
Guest: Yes I’m holding a lunch reservation.
Waiter: May I know your name Ma’am/Sir?
Guest: I am Mr./Ms. (state the guest name)
Waiter: ok Mr./Ms. ( state the guest name) excuse me for a while I’ll just check your reservation.
Guest: ok. I just wait here, in the waiting area.
Waiter: (ask to the front office agent if there is a lunch reservation for the guest)
Waiter: excuse me , can I check the lunch reservation of Mr./Ms. ( state the guest name).

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Front office agent: yes. There is a lunch reservation of Mr./Ms. ( state the guest name) at table no. 4 at
nonsmoking area.
Waiter: ok , thank you ( the waiter back to the dining area)
Waiter : Good morning Ms./Ms. ( state the name of the guest) once again. We have a nice table for you
Ma’am/sir. At nonsmoking area at table 4.
Guest: ok, thank hear that.
Waiter: this way please.
(GUEST ARE LED TO THEIR TABLE)
SEATING THE GUEST
Waiter: Will this table be alright for you ma’am/sir?
Guest: yes, its fine.
Waiter: have a seat please
Guest: thank you
Waiter: would you mind if I get the table napkin and put in your lap?
Guest: yes, please.
Waiter: excuse ma’am/sir, shall I serve you a bottle water or service water.
Guest: just give me service water please.
Waiter: ok ma’am/sir, I’ll just get a service water, excuse me.
(waiter get a service water) waiter return to the guest table)
Waiter: excuse me ma’am/sir, her your service water, may I pour water on your water goblet? (note: right
side)
Guest: yes, please.
Waiter: Excuse me ma’am/sir.

(PRESENTING THE MENU)

TAKE FOOD AND BEVERAGE ORDER
Waiter: excuse me ma’am/sir, here’s our menu for your food selection (note: right side)
Guest: ok, thank you
Waiter: excuse me ma’am/sir I’ll back for a short while.
(After 5 mins. The waiter return to take order, at the left side of the guest)
Waiter: excuse ma’am are you ready? Can I take your order now?
Guest: ok, can I have a light appetizer a curried chicken.
Waiter: ok ma’am/sir, you want a curried chicken for your appetizer.
Guest: ok
Waiter: what about your soup ma’am/sir?
Guest: What can u suggest me?

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Waiter: Ma’am/Sir, may I suggest garlic soup…the ingredients are garlic and pork. Would you go for it
ma’am/sir?
Guest: ok, give me that.
Waiter: How about the salad, main course and dessert ma’am/sir?
Guest: Can I have a cucumber salad, for my vegetable salad, and for my main course can I have a poppy chop
with plain rice and for my dessert can you gave a banana split.
Waiter: ok ma’am/ sir. Ma’am/ Sir, we have a special menu of the day. Would you like to try our Caesar salad
made of romaine, garlic, anchovies and croutons and course a ‘MOJO’ Pork Chop made of pork ribs chop, a
cup of orange juice, lime juice, cider vinegar kosher salt, garlic powder, onion powder, ground cumin, dried
oregano leaves, paprika, black pepper, olive oil, red onion, cloves of garlic, cup of white wine, watercress, ram
tomato and avocado ripe. And Fruit shooter for the dessert it is a best seller for the day. Would you go for it
ma’am/Sir?
Guest: ok, I go for it kindly replace my order.
Waiter: ok, ma’am/sir, I repeat your order, your order are one garlic soup, one Caesar salad, one MOJO pork
chop and for your dessert is fruit shooter, did I get it right ma’am/sir?
Guest: ok
Waiter: Ma’am/sir, it is ok if your order will be serve after 30 minutes?
Guest: it’s ok.
Waiter: ok ma’am/ sir
Waiter: Ma’am/sir, here our wine list for your wine selection.
Guest: ok, can you suggest me that fit to my meal?
Waiter: ok ma’am/sir, we have a red wine, namely Carlo Rosie that compliment for your main course.
Guest: ok, just give me one bottle of red wine.
Waiter: ok, ma’am/sir, your additional order is one bottle of Carlo Rosie red wine, I may right ma’am/sir?
Guest: ok, that it.
Waiter: excuse me ma’am /sir, for a while.
Pacing the orders (the waiter go to the cashier, chef and bartender)
Waiter: casher here’s the order of table no. 4.
Cashier: ok
Waiter: chef here’s the order of table no 4 please.
Chef: right away
Waiter: bartender here’s the order of table no. 4 please.
Bartender: ok
(The waiter remove the unnecessary table appointment)
SERVING THE ORDER (Russian and French serving)
(Note: use wedge system for serving the food)
(if the guest order an appetizer ) removed temporarily the bouillon cup and serve the appetizer in the plate
needed)

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Waiter: excuse me ma’am/sir, here’s your appetizer. (State the name of the food)
Guest: thanks
(Note: after serving the appetizer clear out the plate then set up the bouillon cup/ soup bowl/soup plate then.
(Always clear from the right side)
Serve the following:
 Appetizer
 soup
 Salad
 (Present the wine. Then open and pour the wine to the specific glass)
 Main course
 Serve the dessert
Waiter: excuse me ma’am/ sir. May I present to you our wine namely Carlo Rosie that compliment for your
main course.
(note: follow the sequence of presenting the wine
 Wine opening
 Pouring of wine
Waiter: may I open the wine for you ma’am sir?
Guest: yes please
Waiter: excuse me ma’am/ sir, here’s the cork for your evaluation,
(note: the guest get the cork then smell)
Waiter: how the aroma sir/ma’am?
Guest: so good
Waiter: may I pour the wine on your glass, for your tasting?
Guest: yes, please
Waiter: how’s the taste ma’am?
Guest: it’s taste good.
Waiter: may I continuing pouring your wine ma’am/ sir?
Guest: yes please.
Waiter: excuse me ma’am/sir. For a while I’ll just serve your main course ma’am.
(note: waiter back after few min. to serve the main course.
Waiter: excuse ma’am here’s your main course, (state the name of the food)
Guest: ok, thank you
Waiter: excuse me ma’am/ sir, if you need an assistant just call me. Enjoy your meal ma’am, have a nice day.
(note: after few min. the waiter back to get the soiled dishes, then ask the food of the guest)
Waiter: How’s the food ma’am?
Guest: it good and delicious
Waiter: it’s nice to hear that ma’am/sir., are you done? Can I clear the soiled dishes ma’am/sir?
Guest: yes please.
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Waiter: excuse me ma’am/sir
(The waiter clear out the soiled dishes)( note: crumbling at the right side)
Waiter: Excuse me ma’am, may I crumb the table now?
Guest: ok
(After crumbing the table serve the dessert)
(serve first the dessert plate, before the dessert using silver platter with wedge system)
Waiter: excuse me ma’am/sir here’s your dessert a fruit shooter.
( serve the dessert at the left side)
Guest: thank you
PRESENTING THE BILL (guest ask for the bill)
Guest: excuse me, can I have my bill please.
(Note: use bill folder for presenting the bill, at the left side)
Waiter: ok, ma’am.
Excuse me ma’am/ sir here’s your bill
Guest: ok
Waiter: ok, ma’am/sir, I received 1000 peso bill and bill is 800 pesos. I’ll just get your change ma’am/sir.
Excuse me for a while.
Guest: ok
Waiter: excuse me ma’am/sir, here’s your change
(Note: use change tray for a change, at the left side)
Guest: thank you
(Guest will leave)
Waiter: thank you ma’am/sir, we look you forward to next visit.
(The waiter will assist the guest as he/she leave the restaurant)
Note: before you clear the table, show the changing the linen.

FOOD AND BEVERAGE SERVICES NCII

TOURISM SECTOR
(HOTEL AND RESTAURANT)

The FOOD AND BEVERAGE SERVICES NCII Qualification consists of competencies that a persons must achieve
to provide food and beverage service to guests in various food and beverage facilities.
This qualification is packaged from the Qualification map of the Tourism Sector (Hotel and Restaurant)

The Unit of Competency Comprising this Qualification includes the following:

CODE NO: BASIC COMPETENCIES

500311105 Participate in Workplace Communication

500311106 Work in Team Environment
500311107 Practice Career Professionalism
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500311108 Practice Occupational Health and Safety Procedures

CODE NO: COMMON COMPETENCIES

TRS311201 Developed and Update Industry Knowledge

TRS311202 Observe Workplace Hygiene Procedures
TRS311203 Perform Computer Operation
TRS311204 Perform Workplace and Safety Practices
TRS311205 Provide Effective Customer Service

CODE NO: CORE COMPETENCIES

TRS12387 Prepare the Dining Room/ Restaurant Area for Service

TRS12388 Welcome guests and take Food and Beverage Orders
TRS12389 Promote Food and Beverage Products
TRS12390 Provide Food and Beverage Services to Guest
TRS12391 Provide Room Services
TRS12392 Receive and Handle Guest Concerns

LITO C. LLANTOS
Trainer