Food and Beverage Training – In-Room Dining
Section Two: Delivery
Goal: To provide WOW service with every room service delivery
Does your hotel’s room service delivery program operate like this? The room service delivery person throws some lukewarm food on a tray and covers it with saran wrap, tosses it on a cart, and dashes up to the guest room. He knocks on the door, darts in, and tosses the tray on the desk. He asks the guest to sign the guest check which includes the food at a 10 percent premium over the restaurant price, a $4 delivery charge, and an automatic 20 percent gratuity. He then tells the guest to just leave the tray out in the hall for a day or two and someone will pick it up. Enjoy your meal!
It is no wonder why Room Service is often one of the lowest scores on hotel comment cards and one of the lowest areas we see during our hotel inspections.
Here are some tips for doing it right:
1. Deliver within the quoted time or the meal is free. There is nothing more frustrating than waiting for a meal. Guests schedule their night around their meal. They typically order food to arrive before their favorite television show starts or when they can take a break from work. Do not be late! If you are, apologize, and offer to pay for the meal. Breakfast should be delivered within 20 minutes and lunch and dinner within 40.
2. Remember the tray set up basics. Every order should include a glass of ice water or bottled water. All entrees other than sandwiches should come with a bread basket and butter. All trays should be preset with a roll-up, salt & pepper, and a flower.
3. Have photos in your room service area of what a properly set up tray should look like for each item on your menu. Spot check to make sure the trays look just like the photographs.
4. Use a hot box or the pellet system to keep hot food hot on the way to the room.
5. Remove all saran wrap before knocking on the guest door. A guest should never see saran wrap.
6. Once inside the room, present the food to the guestby removing each lid and describing the item. Take any extra lids with you when you leave. Make sure the food is stacked on the tray in the order a guest would eat it, appetizer on top and entree on the bottom.
7. Pour the beverages for the guest inside the room, not before. Whether it is a soda, mixed drink, or glass of wine, nothing should be in the glass before entering the room. Bring ice in a separate ice bucket with a small ice scooper for sodas and mixed drinks. Bring a fresh bottle of wine and pour a glass. Offer to leave the bottle and just add the price to the check.
8. Tell the guest how to have the tray removed. Whether you want them to call or just place it outside the room, they need to know. Be sure to have the trays removed immediately.
9. Tell the guest that the gratuity is already included when presenting the check. Getting a double tip is great for the room service server but very bad for your guest satisfaction.
10. Complete the guest call back. The guest should be called during their meal to check on the food quality. You wouldn’t serve them in the restaurant and then never check on the food quality, right? It gives you the opportunity to fix any mistakes as well as offer another drink or a dessert. If you are afraid of disturbing the guest during the meal, let them know when you deliver the food that someone will call to check on the meal. Then they have the option of answering or not answering the call.
Once you get these improvements in place, the hard part is monitoring them. Room service servers will always resort back to taking whatever shortcuts they can get away with and still get tips. Have each of your managers get rooms under fake names and order a meal once every month. Have them submit a score sheet to the Director of Food and Beverage. Room service is typically one of the lowest scoring areas of our hotel inspections when we inspect new clients. Every Director of Food and Beverage is shocked and can’t believe what the room service servers really do.