FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Room Service – General information.

PROCEDURE:
 Total no of rooms in the Hotel:50
 The shift timings are as follows:

Morning: 7 a.m. – 4 p.m.

Afternoon: 3 p.m. – 12 a.m.
Night: 10 p.m. – 7 a.m.

 The staffing Structure:

Room Service Executive:
Captains:
RSOT:
Stewards:

 The daily activities:

1. Breakfast Service.
2. Placing the amenities.
3. Lunch service
4. Snacks service.
5. Dinner service
6. Records and registers.
7. Ice bucket service.
8. Cut fruit platter service.
9. Cash handover and deposit.
10. Sending a Welcome drink.
11. Setting up the meeting room.
12. Preparing Coffee.
13. Handling Special requests.
14. Briefing.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Room Service – Briefing

PROCEDURE:
 Briefing must be taken at the beginning of every shift.
 All employees must read the logbook before the briefing.
 Captain must ensure the following with the staff:
1. Ensure that the uniform is laundered.
2. Haircut, above the ears and not falling below the collar
3. Fingernails (filed) clipped, no dirt inside the cuticle.
4. Mustache if worn to be trimmed, not covering the upper lip.
5. Daily shave, only mildly perfumed after-shave.
6. Brass button to be well polished.
7. Nametag displayed evenly.
8. Ensure the following personal Mis-en-place is always carried
 Pen.
 Bottle opener
 Match Box- Ship brand.
 Small note pad
 Comb
9. Black socks & shoes that are approved by organization
10. Only a wedding band or an engagement ring and a wristwatch are allowed.
 Available & not available items to be discussed
 Any special instruction for any room guests to be discussed.
 VIPs in house and those expected.
 Situations of previous day.
 Revise food & beverage menu.
 Revise wine list.
 Settle grievances and problems.
 Allocation of regular duties.
For Female staff
a. Long hair must be tied neatly with black ribbons only.
b. Bleaching and dying of hair not permitted.
c. Only Black hair bands to be used.
 Sales figures are discussed.
 Staff must be questioned about Hotel information.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Shift operating procedure – Morning shift.

PROCEDURE:

 Morning shift employees, as soon as they come on duty should take the hand over of the following:

1. Jam, Marmalade, Butter and garnish for welcome drink.

2. Hand over of the cutlery, crockery & glasses.
3. Tray set ups (Continental, Tea, American)
4. Linen count.
5. Mis en – place of cutlery & crockery.
6. The soda, soft drinks are been stacked and there is no pending K.O.T lying on the Board.
7. The sugar sachets are filled properly.
8. Check whether the silver is polished and shining.
9. Check whether the coffee machine is clean and fresh coffee is made and the same is entered in the book.
10. Check whether the Espresso machine is clean and fresh milk is put in the container
 Check that the indent for the food and general stores is made.
 See that the proper clearance of the floor is done in the night regarding the amenities and the dinner orders.
 Find out non-availability.
 Check that the amenities are done properly with clean cookie tray, canapé platter and fruit basket.
 Make a list of rooms that had DND while amenities service and hand over the task of placing the amenities in
those rooms to the Afternoon shift.
 Check whether there are any cake orders for the current day and follow up with the bakery.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Shift operating procedures – Afternoon.

PROCEDURE:
 Afternoon shift employees, as soon as they come on duty should take the hand over of the following.
a) Hand over of the cutlery, crockery & glasses.
b) Tray set ups (Continental, Tea, American)
c) Linen count.
d) Mis- en – place of cutlery & crockery.
e) The soda, soft drinks are been stacked and there is no pending K.O.T lying on the Board.
f) The sugar sachets are filled properly.
g) Check whether the silver is polished and shining.
h) Check whether the coffee machine is clean and fresh coffee is made and the same is entered in the book.
i) Check whether the Espresso machine is clean and fresh milk is put in the container.

 Check whether store pick-up was done and to follow up if any pick-up was missed out.
 Count soiled Linen and get it exchanged with the Housekeeping.
 Check the stock of Soft Drinks, Beers Mineral water in stock.
 Follow up on amenities that were not placed in the room due to D.N.D.
 Set up of Tea, Snacks and Dinner tray for the evening session.
 Follow up on Director's order at 4.00 p.m. for tea.
 Take a copy of Buffet Menu from Coffee shop so that it can be suggested to the guest.
 Take floor rounds for any clearance done every half-hour.
 Brew the coffee at 1600 hours. As per procedures and enter in the Register.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Shift hand over procedure / Checklist – RSOT

PROCEDURE:
 When the order taker comes on her shift she must take a proper hand over from the order-taker / captain of the
previous shift.
The following information must be checked:
Cash in hand with previous shift's R.S.O.T.
Standing orders in the shift
Any Special instructions for the day
Any meetings in the meeting rooms, If yes set – up, any billing instructions to be checked.
Check if the R.S.O.T cabin is cleaned
Any special cake orders for the day.

 For night shift, hand over to be taken regarding any particular report to be made. E.g. month end report,
breakage report.
 Check the log entries and clarify the messages before taking over the shift.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept- Room Service

Task: Taking Room Service Orders

PROCEDURE:
 Always Pickup the telephone within 2 rings. Answer the phone with a smile.
 Use hotel’s professional greeting standard. Mention the area first, then the greeting followed by the guest’s name.
Follow this by “How May I Help you?” e.g. Namaste In Room Dining Mr. Bhatia, How May I assist
you?”
 Be very clear and precise in conversation and do not ask any questions if you understand the order fully. Clarify
any doubts, very politely and swiftly.
 Always suggest the specialty of the day, or any other items, which you think the guest, have forgotten to order.
 Ask questions to find out the guest preferences.
 The order taker should be able to read the tone of voice of guest to enhance the satisfaction value of orders
placed and served.
 Ask how many other guests are eating with him/her and write down the exact numbers so that a trolley or tray
can be set accordingly.
 Make use of words like “Very Well, Sir”, “Certainly, Sir”, “Thank you, Sir”
 Repeat the complete order by saying, “May I repeat your order, Sir?” Be quick and make any changes if
necessary on the K.O.T.
 Mention the time of receiving the order to the guest and inform him the time by which the order should reach his
room. Use his name as much as possible. “Mr. Bhatia, the time now is 11 a.m. your order should reach
you by 11: 20”
 Thank the caller by saying: “ Thank You, Mr. Bhatia”
 RSOT will make sure that the orders are delivered on time. In case of any delays the same will be communicated
to the guest and request for more time will be made.
 Standing orders will be sent to Kitchen 20minutes before delivery to give sufficient preparation time.
 The order taker will follow the following time scale for all deliveries.

Continental breakfast 08 minutes

American breakfast 20 minutes
Indian breakfast 20 minutes
Tea/ Coffee 03 minutes
Lunch 25 minutes
Dinner 25 minutes
Snacks 20 minutes

 Disconnect the line only after guest disconnects.

 If another call come while you are on the first call. Always put the first call on hold. Say, “ Kindly hold on Mr.
Bhatia ”. Attend and greet the second call and say “ May I place you on hold till I finish taking an
other order?” put the telephone on transfer mode so that the guest is unable to hear your other conversation.
Go back to the first call and Say “Thank You Mr. Bhatia for holding.” And proceed taking the order.

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 If the first call is taking time always offers the second caller that you will call him back. "May I call you back
immediately after I finish with the first call?"
 Write down the order in a KOT

FOOD & BEVERAGE

Standard Operating Procedure Dept- Room Service

Task: Writing a KOT

PROCEDURE:
 Pay attention to the order.
 Write down the room number first and then the time of order.
 Take down the order clearly and draw a line on the empty part.
 Make sure the carbon copies are placed neatly so that all the copies have the order clearly written.
 Use only accepted abbreviation.
 Never over write an order. Always mention special instruction like less spicy, no onions, more chilly, less oil
etc.
 Always highlight special requests.
 Confirm the order by repeating the same.
 Sign the KOT.
 Always make sure the KOT is checked well before distributing.
 The first copy of the KOT goes to Kitchen / dispense bar, the second to the pick up boy for setting up the tray and
the third goes to the cashier which he/she attaches with the second copy of the signed bill and sends to the
controls. The second copy of the KOT after the steward sets the tray is returned to the RSOT who writes down the
time that the order left the room service in it and collects them. The last copy remains in the book.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Writing N. C. K.O.T

PROCEDURE:
 Always pay attention to the order.
 Write down the executive’s name and the time of the order.
 Take down the order clearly and draw a line on the remaining part.
 Make sure all carbon copies are placed clearly, so that the order is written down clearly.
 Use only required abbreviations.

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 Confirm order by repeating it.
 Sign KOT & get it approved by the Manager- Room service.
 Always make sure KOT is checked well before distributing.
 The 1st copy goes to the kitchen for preparing the order.
 The 2nd copy goes to the RSOT who in turn sends it to the control.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Setting Up a Tea / Coffee Tray

PERFORMED BY: CAPTAIN/STEWARD

PROCEDURE:
 A clean stain free tray mat should cover the tea tray.
 A bud vase should be checked for polish. Place a fresh rose bud.
 Sugar & equal (2 sachets for 1 order) holder should be set and put in the tray.
 A neat and clean cup without blemish should be placed along with a tea saucer.
 A cocktail napkin should be folded into a triangle twice over and inserted into the cup.
 Teaspoon should be checked for polish and placed on the saucer right angle to the handle of saucer.
 A crisp cookie (one cookie/order) should be put on the teaspoon

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Picking Up a Tea Order – with Tea bags.

TIME TAKEN: 3 MINS.

PROCEDURE:
 Hot water should be taken in a 1 – portion teapot (in a 2-portion tea pot for 2 tea orders) and a tea bag dipped
into it (one tea bag per tea order).
 Hot water (extra) should be picked up in a hot water pot.
 Hot milk should be picked up in a creamer (one portion) and all these placed on the tea tray set already.
 The cup should be rinsed in hot water and polished dry
 The check should be neatly placed in a bill folder.
 The Captain should check the order before being sent up to the room.
 The standard tea order should be picked up within 3 minutes.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Picking Up a Tea Order – with Tea leaves

TIME TAKEN: 3 MINS.

PROCEDURE:
 Place hot water in a 1 – portion teapot (in a 2-portion teapot for 2 tea orders).
 Put tealeaves into the hot water. (Two-teaspoon heap of tea leaves for one portion tea.)
 Always make sure the tealeaves are macerated well. Allow the leaves some time to macerate.
 Hot water (extra) should be picked up in a hot water pot.
 Pick up a clean and well-polished tea strainer with slop basin and place it on the tray.
 Hot milk should be picked up in a creamer (one portion) and all these set on the tea tray, which is set already.
 The cup should be rinsed in hot water and polished dry.
 The check should be neatly placed in a bill folder and the Captain on duty must check the order before being sent
up to the room.
 The standard tea order should be picked up within 3 minutes.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Picking up a readymade coffee – order.

PROCEDURE:
 For 1 portion of coffee 1 ½ tsp. full of coffee-powder is put into the pot for one coffee and little of hot water is
added to dissolve the coffee powder.
 Hot milk is then added in the pot to make hot coffee.
 The Readymade coffee is placed on the coffee – tray.
 The Captain on duty must check the order before sending the order to the room.
 The check must be presented in a bill-folder and taken along with the order.
 Standard coffee order should be picked up within 3 minutes.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Picking up an Espresso Coffee

PROCEDURE:
 Espresso coffee is made from the machine as per the required number.
 Brown sugar in a clean sugar pot is kept on an under liner covered with doily and a teaspoon.
 A tray is set with a clean bud vase with fresh rose bud.
 A cookie is placed on the teaspoon on the coffee under liner.
 A tea-napkin folded in triangle shape is kept on the tray.
 Standard time for service of Espresso coffee is 3 minutes.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Preparing Coffee

PROCEDURE:
A Perfect Coffee is made as per the following steps:
1. Procure coffee beans from stores.
2. Place coffee beans in the grinder keeping the level of fineness less than ‘zero’.
3. Drain all the coffee from the machine.
4. Clean the machine with hot water.
5. Wash the muslin cloth with hot water.
6. Now, see that the coffee machine is spotlessly clean.
7. Tie the muslin cloth as it was before.
8. For making 10 liters of coffee, use 1 heap nappy bowl of coffee powder. Then start the water to dilute the coffee
powder.
9. Then stir with the spoon, gently.
10. When the water stops, press the red button, which indicates, coffee blender, for 2 minutes.
11. If the coffee is strong then add a little more water in that and if it is light then add 2 spoons of filter coffee.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Setting Up a Continental Breakfast tray

PERFORMED BY: CAPTAIN/STEWARD

PROCEDURE:
 Place a clean mat on the standard continental tray.
 Place a clean well-polished bud vase on the tray.
 Place a Butter dish (polished) filled with butter in the butter insert and a clean butter knife on the tray.
 A shining B & B knife and a clean B&B plate should be placed on left side of the tray with a serviette folded
triangular.
 A clean Hi-ball glass with coaster and cover should be put on the tray.

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 A clean cup, saucer and teaspoon with a cocktail napkin should be set on the tray, along with sugar sachet holder
(sugar sachets and equals)
 A BON APPETITE Card should be placed in front side of the tray.
 Two preserve pots with lids containing jam and marmalade on a saucer should be placed on the tray with coffee
spoons / Preserve spoons.
 A breadbasket with a cloth napkin should be set in the main cover.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Picking up a Continental Breakfast order.

PROCEDURE:
 Fresh fruit juice should be picked up from the Kitchen Pantry. Cover the juice with glass cover.
 Breakfast rolls or toast as per the guest preferences should be picked up from the bakery and put in the bread
basket
 Tea or coffee should be picked up accordingly.
 The check after rechecking must be neatly placed in the bill folder.
 The Captain on duty must check the order before being sent up to the room.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Setting an American Breakfast Tray.

PROCEDURE:
 Place a clean white serviette on the standard American tray.
 Well polished cruet set with salt & pepper, a polished bud vase, a butter dish with butter in the butter insert and
Butter Knife and a saucer with jam, marmalade and tomato ketchup pots should be picked up and set on the tray.
 A clean B & B plate with dinner napkin, well polished one AP fork, one AP knife, and one AP spoon should be set
on the tray.
 A Hi-ball glass with a coaster, glass cover should be set on the tray.
 Teacup with saucer, teaspoon and tea napkin should be set on the tray.
 A sugar sachet holder with sugar and equal sachets should be set on the tray.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Breakfast Tray or trolley

set-up.

PROCEDURE:
 When the order is for more than two persons, a trolley set-up is done.
 Before setting the trolley, switch on the hot case after making sure that it is cleaned.
 Check the trolley if the wheels & flaps are in good conditions.
 Set the trolley; cover the top of the trolley with moulton. This helps to keep items or equipment steady, otherwise
it would cause accidents. The tablecloth is laid on the trolley (Size of the table cloth is 65” x 65”). Make sure it is
not soiled or stained.
 The trolley is set exactly the same way as in the restaurant. The positions of items on the trolley are important.
The items should be placed so that the guest can easily reach everything.
 Following need to be placed in the tray or trolley.
a) Cruet set
b) Bud – vase
c) Sugar sachet holder
d) B&B plate
e) 21” x 21”napkin
f) A.P Knife
g) A.P Fork
h) A.P. Spoon
i) B&B Knife.
j) Tea cup
k) Saucer
l) Tea spoon
m) Bread basket
n) Butter Dish with Butter knife.
o) Jam / Marmalade pots i.e. (preserves’) to be placed on an under liner with teaspoons.
p) Bon – Appetite card.
 For Indian Breakfast, the following may be taken according to the order.
Sambhar bowl
Chutney bowl
Pickle tray.
 To keep the hot items fresh & hot they are kept in the hot case.
(E.g. Sambar, Dosa, Idli, Omelet etc.)

If the trolley is set for two covers, then the cover must be arranged opposite to each other.
If there are more orders to be set then all the crockery’s and cutleries are arranged separately.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Picking up an American Breakfast order

TIME TAKEN: 10 minutes.

PROCEDURE:
 Hot eggs to order should be picked up along with toast in breadbasket.
 Juices of the guests' choice or diced cut fruits and hot tea or coffee should be picked up and set on the tray.
 Corn flakes or cereal should be picked up in a nappy bowl along with hot or cold milk In a double creamer.
 Eggs to order must have food cover placed on it. The check must be placed neatly in the bill folder after
checking by the captain.
 The captain on duty must check the order before being sent up to the room.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Trolley set – up for Lunch & Dinner set – up

PROCEDURE:
Cover for 03 & more
Same procedure to be followed as in setting Breakfast tray set up.
After laying the table cloth on the trolley the procedure is as follows: -
 Place: -
Cruet set,
Sugar sachets
Bud vase (Service cutlery depending on number of items ordered)
B&B plate
21” x21” (napkins)
A.P Knife with Dinner Plate
A.P Fork
Tooth picks
A.P Spoons
Straws
Service cutlery depending on number of items ordered

For Indian order, the following may be taken:

Pickle tray
Slice of Onions
Green chilies
Lime wedge

 For Continental order, the following may be taken:

Butter dish
Bread rolls & B & B knife
Under liner must be taken for all accompanying sauce or chutney with teaspoons.
To keep the food hot & fresh it must always be kept in hot case.
The hot case is kept under the trolley.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Tray set up for Snacks.

PROCEDURE:
Size of the tray: - 18” x 13”
Tray mat size: - 18” x 13”
A tray set up for two persons must have the following:
A tray mat on a continental tray
Cruet set and a bud vase.
B&B Plate
12” x 12” napkin
Bon Appetite card
Fish Fork
Tooth Picks

 Every accompanying sauces and dips must have under liner and spoons.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Tray set up for Lunch & Dinner.

PROCEDURE:
Size of tray: - 16” x 24”
Size of tray mat: - 16” x 24”
 American tray is used for Lunch & Dinner set up. Two covers can be laid on one tray. If more than two, then a
trolley is preferred.
 Cover for 2 Pax must have the following on the American tray.
 Clean Tray Mat
 Bud Vase
 Cruet Set
 02 B&B plate.
 21”x21” napkin
 Service cutlery depending on number of items ordered.
 A.P knife
 AP fork
 02 dinner plates.
 A.P spoon
 Toothpicks are normally inserted in the napkin fold.
 For Indian – orders the following also arranged on the tray.
 Two teaspoons at right angles should be placed on top left-hand corner of the tray.
 Pickle Tray
 Onion slices
 Lemon slices
 Green chilies
 For Continental orders the following must be on the tray.
 Butter dish
 B&B knife
 Bread rolls kept in Breadbasket.
 All the accompanying sauces must have under liners and spoons.
 Place a Bon-Appetite card to finish setting a lunch/ Dinner tray..

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Service in the room.

PROCEDURE:

 The tray if carried must be carried on the left hand above the shoulder. If the order is in trolley, then care must be
taken while maneuvering the same.
 Care should be taken that while coming out of the elevator, Always the steward must come out of the elevator
first and then pull the trolley to avoid accidents.
 Always take the fastest and the best route to the guest's room.
 After reaching the guest's room, knock the door very lightly and announce "In Room Dining". Announce it
clearly and audibly.
 Never ring the bell or knock at the door continuously. Give a pause between the three knocks or bells.
 After the guest opens the door, greet him the time of the day with a smile. Always use the guest’s name. Then,
ask for the permission to enter in the room. Ask, “May I come in Mr. Swenson?” Make sure the guests are
ready for the service.
 Ask the guest that where he likes the order to be set up. “May I ask you where to set the tray or trolley?”
“Where do you like me to set the trolley for you, sir?”
 Before placing and setting up the order, present the check to the guest. This will save a lot of time as, while the
guest goes through the check, you can set up the order.
 After setting up the table, request the guests to proceed to the table. The chairs should be pulled for the ladies.
 After the guests have settled on the chairs offer to pour the beverages in the glasses. (The bottles should be
opened properly in front of the guest.)
 Then, offer to serve the appetizers.
 After everything is set, the following points should be kept in mind before leaving the room:
1. Remove the burner from the hot plate counter.
2. Inform the guest about the clearance procedure, i.e. as soon as the guest finishes his meal, he may call up the
Room Service department so that the steward can come and do the clearance. Ask “When would you like the
clearance to be done, sir?” or inform the guest: “Please do let room service know when you would like the
clearance to be done?”
3. Wish the guest by saying; “Enjoy your meal, Sir ".
 While walking back to the Room Service department, pick up the trays lying outside the doors. All the stewards
must take care that the corridors should be kept clean at all the times.
 The Steward or the RSOT must take the initiative of calling up the guest and asking him whether he is enjoying
the meal and whether he requires anything else.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Setting amenities Tray

PROCEDURE:
 N.C. K.O.T. is made for the same and given to Kitchen.
 A tray is covered with a cloth and following arranged on it:
 B & B plates with paper napkins
 Plates and finger bowl
 AP fork
 B & B knives
 Continental trays and cookies and chocolates along with fruit bowls are sent to the floor.
 On the floor the trays are arranged as follows:

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Setting amenities in the room.

PROCEDURE:
 Amenities are carried to the floors as per the procedures
 Once the steward is in the room, the amenities are neatly arranged on the
Coffee – table like a cover set up.
 B & B plate covered with triangle-folded cocktail napkin is placed onto the left of the cover.
 B & B knife or fish fork are placed on top of the B & B plate depending on the type of amenities.
 Canapé platter is placed on top right of the cover.
 Cookie platter is placed on the left-hand side top of the B & B plate.
 The finger bowl is placed on the right hand – side of the cover.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Breakfast

Standing Order

PROCEDURE:
 Get information from front desk
 Room service order-taker make a note for the respective orders and inform to Kitchen Incharge.
 The steward sets the tray according to the order and keeps it ready.
 As per the time of service mentioned in the breakfast card the same is sent to the room.
 Service of the breakfast will vary according to the type of breakfast i.e. Indian / American / Continen

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Billing – Direct payment / Settle in room.

PROCEDURE:
 Whenever a K.O.T is made for any order from a particular room a bill / check has to be raised and sent along with
the order to the room.
 The K.O.T number is fed into the computer, then the room number & then the codes for the orders.
 The bill is put inside a bill folder and sent to the room along with the order.
 The settlement of the bill depends on how the guest pays it, whether he signs the bill to settle in room bill directly,
or pays by cash, or wants it to be settled by credit card or settled to his account (if staff) or bill it to the company.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Billing procedure – Settled in Room directly.

PROCEDURE:
 As soon as KOT is written down, RSOT prepares the bill in the system.
 KOT number and Room number is printed on to the format in the system.
 The guest name & number of pax automatically comes to the system.
 The code number of the respective order is typed in and immediately the item name gets printed.
 The quantity ordered is typed & the amount automatically gets calculated.
 To print the bill, function key F8 is pressed.
 It is important to check the bill before printing.
 The bill is sent to the room with steward along with the order.
 The bill after obtaining guest signature is brought to the RSOT.
 The 1st copy of the bill goes to the Front Office and the 2nd copy sent to Controls.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Cash hand over and deposit.

PROCEDURE:
 RSOT must carefully take over the Cash at the beginning of her shift.
 Cash hand over include the float i.e. Rs. 1000/- and the amount obtained from direct settlement of bills. or any
payment from staff for cakes etc…
 The night shift does the depositing of the cash at the end of the day i.e. At 12.00 midnight. The cash must be put
in an envelope before depositing.
 The denominations of the money must be written on top of the envelope.
 The cash is deposited at the front office in presence of the security.
 RSOT signs in the register with her name, department, & time at which she deposits it.
 A log entry of the amount deposited and the security present while depositing is also logged.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Room Service Clearance

PROCEDURE:
 Each and every staff should have the Clearance Card with him, which should be maintained as per the orders.
 The time limit for clearance is minimum 25 minutes.
- 1 Tea / coffee: - 10 – 15 minutes.
- 1 Sandwich / snack: - 20 – 25 minutes.
- 1 Continental Breakfast / Plaza Breakfast: - 20 – 25 minutes
Lunch / Dinner: - 30 – 35 minutes.
 The waiter must ask the Guest, what time he would like the clearance to be done. (E.g. Sir/ Ma'am, What time
would you like the clearance to be done?) The waiter should then, immediately inform the captain or RSOT, so
that they can send the Steward accordingly.
 The RSOT & Captain maintain a control Sheet, which shows the details of clearances to be done.
 RSOT & Captain decide which clearance has to be done at what time.
 As per the priority RSOT /Captain sends the steward to the respective rooms.
 When the clearance is done a  is put next to the room number and the time the clearance is done is noted
down.
 The control sheet has a ‘Time – in’ & ‘Time – out’ of food orders.
For e.g.: Tea at 10.00 and 10.03
It shows that 10.00  Time of order.
10.03  Time the order given out.
 For example when the guest requests for the clearance to be done after one hour. Then the RSOT writes down
'1hr' in the clearance column in the control sheet. An alarm is kept immediately on the telephone as a reminder.
 The clearance cards and control sheet that is maintained helps in many ways. If any problems occur on floors,
the control sheet & clearance card show the time when the stewards were on the floors.
 During the operation, captains should send the steward for floor rounds every half an hour. At the end of the
shift, the Control sheet should be checked & any clearances left should be handed over to the next shift.
 The next shift must complete the clearances.
 If there is a DND card / No response, then a NR card is put in, requesting the Guest to call for clearance.
 All NR cards must be noted on Control sheet and Errand Card for future verification.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling a Clearance Card

PROCEDURE:
 Every steward needs to pick his clearance card from his Capt. / Mgr. on duty at the start of the shift.
 When a steward enters a room for clearance of, he carries with him a room service clearance card.
 In the clearance card he notes down his name, the room number, the order, the time at which the order was
taken and the time when the order was dispensed.
 Next, he also writes down the time at which the order was cleared.
 Suppose if the steward goes for clearance and if there is a DND card outside or if there is No Response then the
steward fills in the ‘Time- cleared ’ column as ‘NR’
 After filling it he also fills the Room Service card stating that the steward was unable to clear the tray, as there
was no response or A DND sign.
 He then slips this card down the door.
 The Capt. / Mgr. on duty signs the card at the end of the shift & keeps this card for one week.
 This card monitors the location of the steward.

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Format of Clearance Card:
NAME: -
ROOM NO. ORDER TIME IN TIME OUT TIME CLEARED

Format of Room – Service Card: -

ROOM NO: - __________

DATE: - ________ TIME: _________am/pm
Steward was unable to
i) Clear your tray 
ii) Serve your amenities 
iii) Serve your welcome drink 
As there was
i) A Do Not Disturb Sign 
ii) No Response 
KINDLY CALL US ON EXTENSION 5 FOR SERVICE.
Thanking you,
Manager Room Service.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Special Requests.

PROCEDURE:
 Any special food requirement from guests will not be treated negatively.
 The RSOT must inform guests that she’ll check with chef about the guest's special order and revert back to him
immediately.
 If the chef agrees to prepare then the guest must be informed about the same and the order can be placed with
the kitchen.
 If the special requirement cannot be met, the Guest is politely informed of the same and RSOT must offer him
alternatives.
 For special items, billing is done as per the price list for open items mentioned in the system.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Cake orders

PROCEDURE:
 All cake orders or any parcel orders Room service will handle coming to the hotel.
 Room service order taker takes the order as per the following:
 Type of cake -- as per list.
 Quantity required
 Date & Time of delivery.
 Guest name and the message required on the cake.
 Telephone number.
 Cell number.
 Inform the guest about the rate and the tax structure.
 Billing details.
 Any special instruction.
 Room service order taker places the order immediately to the bakery.
 The cake is packaged neatly and bill is kept ready.
 The guest picks up the order on the appointed time.

 In case of guest being late to pick up the order the order taker must call up the guest and remind him.
 Every order will be confirmed only after checking with the bakery. Always offer to call back the guest if it is taking
time to process the order.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Long stay guests.

PROCEDURE:
 Get all the necessary information from the Front Office regarding the long stay guests.
 Before the guests' checks in, all the staff should be informed about the specific requirements of the guests as
informed by the Front Office.
 Make a list of all special amenities and display the same in the notice board for everybody's information.
 Send a note about the special amenities to the kitchen and the bar.
 The amenities to be placed as per the standard in the room before the guests check in.
 Guests to be met by the Room Service Manager after the arrival and discuss the special long stay menu and other
special food and beverage requirements on standing order basis.[ E.g. readymade tea, tea always in large pot, tea
with leaves, less chilies, no onions, less oil, glass of milk i8n the morning, etc.]
 Get all the allergies and the dislikes of the guest.
 Brief all the staff about the long stay guest’s schedule.
 The Sunday special amenities to be given.
 Amenities for the special occasions to be given.
 The Manager or the Captain on duty should check all the amenities.
 All standard orders to be served as per the standard consistency.
 The Room service Manager should weekly meet the guest to increase the comfort level.
 Order takers should not refuse any special orders made by the guest unless the Chef checks it.
 Standard Operating Procedures for the room service to be adhered to consistently. Any procedure specially
required by the guest should be briefed to all the staff.
 Guest’s complaints If any to be handled by the Room service Manager or the Captain on duty very professionally,
timely and personally.
 In the event of long staying guests falling Ill, Room Service Manager should visit the guest and suggest the diet
under treatment. Every time the unwell guest calls up, the RSOT should ask the guests of his/her well being

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Room service orders for a DND Room.

PROCEDURE:
 An order that is sent to a room indicating DND outside the door must be handled with care.
 The steward must not ring the bell.
 From the floor phone, steward should call up the Room service Captain or Manager and inform him of the DND
status.
 The Manager or Captain will call up the guest in the room and inform him about DND sign outside his door and
the steward is waiting outside the room.
 When guest switches off DND and opens the door, steward shall enter with the order.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Tobacco

PROCEDURE:
 The Room service department has four brands of cigarettes.
 1 carton has 10 packs of cigarettes and each packet has 10 cigarettes.
 When a guest places an order from the restaurant, the KOT is made in the restaurant itself and sent to the RSOT.
 The RSOT after receiving the KOT dispatches the cigarette to the restaurant.
 If the guest orders for the cigarettes from the room, then a KOT is made in the room service and the cigarette is
issued by the RSOT.
 Cigarette is served on a B&B plate with a doily. Cigarettes are taken out of the pack little and served with a
matchbox.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Room Service – Suggestive selling

PROCEDURE:
 Suggest appetizers, soups, salads, specials, profitable entrees, desserts, aperitifs and wines.
 Always suggest wines or drinks with food.
 Suggest desserts, coffee after the food order is given
 It is the duty of RSOT to identify what the guest requires or what the guest has forgotten to order?
 Suggest premium brands of alcoholic beverages.
 95% of the time recommends specific items to enhance the meal for instances say “would you like stuffed
mushrooms or shrimps cocktails to begin your meal with”.
 Makes a 95% successful attempt in selling one extra item with each meal order. Compliment main course order
with either a starter or dessert.
 Always suggest the items that would raise high profit margin.
 Suggest the items in such a way that the guest feels being cared.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Linen exchange

PROCEDURE:
Room Service exchanges linen twice a day i.e. in the morning 9:00 a.m. to 11:30 a.m. & in the afternoon 1430 to
1600 hrs.
Sizes of the linen used in Room Service are
12"X12"- Cocktail Napkin
18"X13"- Continental / Tea Tray cloth
16"X24"- American Tray cloth
21"X21" - Napkin
65"X65"- Table Cloth
Tea cozy, Tea cozy covers, dusters, Moutons
The Procedure for linen exchange is
 Soiled linen is sorted out and made into bundles e.g. 12X12, 18X13, 16X24 and the following details are entered in
the linen exchange sheet.
1. Name of the outlet
2. Date
3. Time of Exchange
4. Count of soiled linen
5. No. Of Discarded linen
 The soiled linen is then collected together and carried to the linen room.
 The linen room attendant counts the soiled linen again and tallies the count with the one entered in the linen
exchanged sheet. Soiled linen is exchanged with fresh linen, which is entered in the linen exchange sheet.
 After completing all the details in the linen the linen exchange sheet it is signed by the steward who exchanges
the linen and then counter signed by the linen room attendant.
 In case of any carry forward linen the same is entered in the linen exchange sheet.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Filling Up of Control Sheet

PROCEDURE:
 The order taker / captain on duty should assign clearance card to each steward on duty at the start of his duty.
 The steward’s name should be written on the control sheet.
 The time of the order coming in and going out should be entered in the respective steward’s column in the control
sheet. The room numbers should also be written down.
 The same has to be entered in the steward’s clearance card and should be signed by the captain on duty or
Manager on duty after checking the order before going to the room.
 When the order is cleared from the room, the time of clearance should be noted against the particular order.
 Every order going to the guests or executives should be entered in the control sheet in order to keep a track of
clearance as well as the whereabouts of the staff at any particular time of the shift.
 At the end of the shift, the clearance cards of the stewards should be tallied with the control sheet and both
should be signed by the captain/Manager on duty.
 The control sheet should be filed and kept for a period of three months for reference.
 The control sheet should be kept as clean as possible.
 The previous shifts clearance which could not be done on that shift should be written on the top left hand corner
of the control sheet and should be cleared A.S.A.P. following the set procedure for clearance.
 There should be hourly floor clearance rounds.

The control sheet is the record of what a particular staff member has done on a shift and of his whereabouts as well.
It is the most important record of Room service and should be maintained with a high level of precision. It is also, a
measure of service provided to the guest.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Maintaining Non-Availability Board

PROCEDURE:
 At the start of the shift, RSOT checks up the main kitchen & Bakery for any N.A for the day.
 The N.A of the beverages is taken from the bar.
 RSOT writes down the Food and Beverage, which are non-available in the N.A board.
 It is very important to keep in mind not to take any order consisting of any Not Available items.
 The moment the item is available the same shall be erased from the board.
 All the room service staff must be aware of the NA items.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling Food store Consumption / Stationery.

PROCEDURE:
 The food / stationery which is required by the room service is written down in a requisition slip and given to the
stores.
 The stores then send the required items to the Room service department.
 Upon receiving the items, captain checks the items for the quantity and quality and signs the requisition as
received.
 Every requisition slip is filed and a summary of the consumption of each item is made at the end of every month.
 Total of the consumption is calculated and the same is expressed as percentage on monthly sales.
 This is then reported to the management on monthly basis as part of MIS.

Format of MIS Report: -

ITEM UNIT COST NO OF ITEMS TOTAL COST

% of Food Consumption =Total Cost * 100

Total Sales

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Inventory Procedure

PROCEDURE:
 The Inventory procedure helps the Room Service dept to update itself on the number of items stored in the dept.
 The physical Inventory of the glassware, cutlery, crockery, hollowware, flatware, linen etc. is done on weekly basis
i.e. on every Sunday during night shift.
 Shift in charge along with the service staff takes the inventory of all the items in the department first and then
takes an inventory of items that have gone in to the rooms (this is taken from the control sheet).
 The count is entered in the weekly inventory sheet.
 Opening stock of each item is taken down from the closing stock of previous week.
 Total number requisitioned in the week is taken from the weeks' indent sheets.
 Breakage qty. is taken from weekly breakage register
 If there are any cutlery given for re plating on exchange basis to the kitchen stewarding and the required qty is
not received in exchange then the same is also written down under the exchange column.
 The closing stock is then calculated and entered in the sheet.

Format of Inventory sheet

Date:
Items Op. stock Indent Breakage Chipped Variance Exchange Closing Stock

 Monthly inventory sheet is filled up at the end of every month after a physical inventory.

The format of monthly inventory sheet

Item Opening stock Closing Stock Variance

 The closing stock of the previous month is taken as the opening stock for the current month.
 After the physical inventory, the stock is written under the closing stock column.
 The variance is calculated and entered in the sheet.
 The monthly inventory sheet is then sent to the F&B manager.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Handling breakage.

PROCEDURE:
 The breakage in Room service is immediately noted down in the breakage form.
 The amount of the item broke or chipped is also mentioned in the format.
 At the end of the month, total breakage cost is derived.
 The cost of breakage is calculated by the formula: -
Total amt. incurred in Breakage x 100
Total Sales

 This is reported to the management on monthly basis as part of MIS

Breakage Format: -

Item Breakage Chipped Total Cost Reason Total cost

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Log – Book Maintenance

PROCEDURE:
 Logbook is also known as the message – book. This is maintained during every shift operation.
 Logbook gives everyone in the room service details of every activity in the department.
 All special instruction from guest must be written in the logbook.
 The night shift must enter the following log entries for the morning shift people.
No of Rooms: - __________ Day: - _________
No of Pax: - _____________ Date: - _________
No of arrivals: - _________ Day off: -_______
No of Departures: - ______

 All log entries must be written clearly and neatly with the date & time of the entry made mentioned on the side.
 The person writing the log must sign all the log entries.
 RSOT/ Captains must enter all the handover tasks in the logbook.
 At the beginning of the shift all staff are required to read the logbook.
 Night shift must enter the sales figures in the logbook.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Setting up Meeting room.

PROCEDURE:
 On receiving function prospectus from banquets, the Room service arranges for the set-up.
 The maximum number of pax is taken into account and following items are taken from Room service accordingly:-
1} Water glasses
2} Coasters
3} Glass covers
4} Note – pads
5} Pencils

 The arrangement is normally done well in advance.

 The Note-Pad and Pencil is kept at the center of every cover on the table.
 The pencil is always kept diagonally onto the note-pad.
 It is very important to check the Note-Pads and Pencils for its quality.
 Well-polished water glass is kept onto the right top of the cover on a coaster and covered with glass cover.
 Two bowls of mint are kept at the center of the table covered with cling wrap.

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Room Service Cleaning Procedure

PROCEDURE:
 The room service department is cleaned only during the night shift.
 A daily cleaning schedule is made for the cleaning to be done.
 The following is the weekly schedule made by the room service dept.

Monday - Hollowware, Trolley, Hot – case

Tuesday - Cutlery/steaming of Room service
Wednesday - Hollowware/Salt & Pepper
Thursday - Cutlery
Friday - Hollowware/Tray guard/Steaming of Room Service
Saturday - Clorox of Glasses/B&B plates/Tea-cups
Sunday - Cookie-trays, cutlery Breakage & Inventory Procedure is carried out.

 The items such as coffee-machines & hot cases are cleaned everyday. And the items such as cutlery & crockery
are polished every alternate day because the tarnish forms very fast.
 High level of hygiene and sanitation is maintained in the room service by following the weekly cleaning schedule
strictly.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Commonly used Room Service Abbreviations.

S.N Full Forms. Abbreviation

1 Continental Breakfast CBF
2 Indian Breakfast IBF
3 Fresh Juice Fr .Jc
4 Fresh Fruit Fr. Fr.
7 Breakfast rolls B/F roll
8 Toast Tst
9 Three egg fluffy omelet 3 egg Oml
10 Breakfast steak B/F Stea
11 French Toast French Tst
12 Plain Dosa Pl. Dosa

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13 Masala Dosa M. Dosa
14 Masala tea M. Tea
15 Coffee Cof
16 Decaffeinated coffee Decaf
17 Hot chocolate Hot Choc
18 Bournvita Bourn.
19 Plain / Salted / Sweet lassi PL/Sal/Sw Lassi
20 Thai Chicken Salad Thai-Chic Salad
21 Butter – Nan / Kulcha / Paratha But - Nan / Kul /Par
22 Tanduri Chicken T. Chic
23 Dal Makhani Dal. Makh
24 Tanduri Roti T.Roti
25 Chicken Chat Chic. Chat
26 Chilli cheese toast C.C. Tst
27 Cocktail samosas Cockt – Sam
28 Stuffed paneer pakoras Pan. Pak
29 Green salad Gr. Sal
30 Chicken soup Chic. sp
31 Tomato soup Tom .sp
32 Chicken bandaman Chic. Bandan
33 Lamb / Chicken / Vegetarian Biryani Lam / Chic /Veg B
34 Bacon, Lettuce, Tomato Sandwich B.L.T.S/W
35 Chicken Burger Chic. Burger
36 Assorted Pastries Asst. Pastri
37 Ice – cream I /C
38 Cold coffee with ice-cream Cold cof I/C
39 Vanilla / Chocolate / Strawberry milk-shake Van /Choc/Str. M/S
40 Coconut water Coco H2o
41 Mineral water Min H2o
42 Vegetarian / Non-Vegetarian Plaza Veg / Non-Veg
43 Club house Club house

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task: Commonly used Room Service Abbreviations.

ROOM SERVICE
A CROCKERY Covers Quantity
1 Dinner Plate
2 Dessert Plate
3 B N B Plate
4 Tea cup with Saucer
5 Soup Bowl with saucer as under liner
6 Demi Tasse
7 Double Handle Brownie Cup

B GLASSWARE
1 Hi Ball Glasses
2 Collins Glass
3 Old Fashion Glass
4 Beer Goblets
5 Beer Mug
6 A.P. Wine Glass
7 Liquor Glass
8 Cocktail Glass
9 Decanter 250 Ml (Medium)
10 Decanter 500 Ml(Small)
11 Cordial Decanter
12 Brandy Balloon
13 Pony Tumblers
14 Martini Glass
15 Glass Snack Plate Square

C FLAT WARE S.S. Mat finish

1 AP Fork
2 AP Spoon
3 AP Knife
4 Tea Spoon
5 Parfait Spoon

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 6 Ice Tong
7 Soup Spoon
8 Service Spoon
9 Service Fork
10 Cruet Set
11 Bread Tong
12 Steak Knife
13 Demi Tasse Spoon

D HOLLOW WARE S.S. Insulated

1 Entrée Bowls 1 Portion with cover
2 Entrée Bowls 2 Portion with cover
3 Handi 1 Portion with cover
4 Handi 2 Portion with cover
5 Kadai 1 Portion with cover
6 Kadai 2 Portion with cover
7 Balti For Dal
8 Tawa 1 Portion
9 Tawa 2 Portion
10 Oval Platter 1 Portion
11 Oval Platter 2 Portion

E HOLLOW WARE Crockery

1 Pie Dish
2 Chinese Bowl 1 Portion
3 Chinese Bowl 2 Portion
4 Egg Cup
5 Crucibles for Sauces
6 Oval Snack Platter 1 & 2 Portion

F STAINLESS STEEL
1 Butter Dish
2 Ice Cream Bowl
3 Ice Bucket
4 Straw Holder
5 Toothpick Stand
6 Roti Basket Small & Medium
7 Reserve Tag
8 Ash Tray
9 Serviette Holder
10 Bud Vase
11 Sugar Bowl
12 Tea Pot One Portion
13 Tea Pot Two Portion
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14 Coffee Pot One Portion
15 Coffee Pot Two Portion
16 Milk Creamer 250 ML
17 Milk Creamer 450 ML
18 Tea Strainer with slop basin

G OTHERS
1 Hot Water Boiler Electrically Operated
2 Food Cover Transparent
3 Anti Skit American Trays
4 Anti Skit Continental Trays
5 Mouth Freshener tray
6 Anti Skit Beverage Rounds
7 Folding Room Service Trolley
8 Insulated Snack Warmer

H LINEN
1 Serviettes Self Bordered
2 Waiters Cloth
3 Wiping Cloth
4 Table Cloth As Per Table Dimension
5 Tea & Coffee Pot Cover
6 Trolley Cover

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 FOOD & BEVERAGE

Standard Operating Procedure Dept – Room Service

Task : Daily log book

OUTLET: - ________________________________ DATED: - __________________

Sale Figures: - TODAY’S SALE MONTH TO DATE YEAR TO DATE SALE

Budgeted Sale
Achieved Sale
Variance

Sale Break up: - TODAY’S SALE MONTH TO DATE YEAR TO DATE SALE
Food Sale
% Of sale against total sale
Beverage Sale
% Of sale against total sale
Liquor Sale
% Of sale against total sale
Tobacco Sale
% Of sale against total sale

TOTAL STAFFING: -
Present: - ___________________________________________________________________________________
Absent: - __________________________________________________________________________________________________
Leave: - ________________________________________________________________
Sick: - _____________________________________________________________________________________
Pending Jobs: - ___________________________________________________________________________________________
__________________________________________________________________________________________
Kitchen Activities: - ___________________________________________________________________________________
Not Available Items: -
___________________________________________________________________________________

Main Kitchen________________________________________________________________________________
__________________________________________________________________________________________

Problems Faced And Action Taken: -

___________________________________________________________________________________________
__________________________________________________________________________________________________________

Prepared By: - Outlet Manager: -

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