GOVERNMENT PROPERTY

LEARNING RESOURCES
NOT FOR SALE MANAGEMENT
Food and Beverage AND Take
Services NCII: DEVELOPMENT SECTION
and Process Room Service
Order

SELF-LEARNING KIT
HOME ECONOMICS
FOOD AND BEVERAGES SERVICES NC
II TAKE AND PROCESS ROOM SERVICE
ORDER

WRITER: EMY G. LAZATIN VALDEZ

ILLUSTRATOR: MARIA AGNES J. CABASAG
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LAYOUT ARTIST: JEROME C. MATIC
EVALUATOR: EMELITA G. PAGUIO/MARY ANN S.
GRADE 11
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 Food and Beverage Services NCII: Take and Process Room Service Order

SELF-LEARNING KIT
HOME ECONOMICS
FOOD AND BEVERAGE
SERVICES
TAKE AND PROCESS ROOM SERVICE
ORDER
3
 This Self-Learning Kit was conceptualized and developed by the
LEARNING RESOURCES MANAGEMENT AND DEVELOPMENT SECTION
(LRMDS) SCHOOLS DIVISION OF BATAAN

ROMEO M. ALIP, PhD, CESO V

Schools Division Superintendent

ROLAND M. FRONDA, EdD, CESE

Assistant Schools Division Superintendent

MILAGROS M. PEÑAFLOR, PhD

Chief Education Supervisor, CID

EDGAR E. GARCIA
Education Program Supervisor, LRMDS
ROSITA P. SERRANO JOAN T. BRIZ RICHARD M. ALBORO
Librarian II Project Development Information Technology
Officer II Officer II

MARLON Q. DIEGO OMAR S. MANALANSAN KENNETH G. DOCTOLERO JOVANNI B. BELMONTE

Lead Illustrator Lead Book Designer Lead Book Designer Lead Illustrator

Learning Resource Evaluators

EMELITA G. PAGUIO
ANNE MARIE R. SEÑORA-BONIFACIO, EdD
DONNA T. SANTOS-VILLANUEVA, MAEd
CATHREN DANICA E. RICAPLAZA
MARIO E. DOJILLO JR.
MARY ANN S. VALDEZ

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 Food and Beverage Services NCII: Take and Process Room Service Order

PREFAC
E

Food and Beverages Services covers six core competencies, under this is Provide
Room Service. This Self-Learning Kit (SLK) will help you to understand and to value the need of
learning the different skills in providing room service. This material is designed for senior
high school students who need remediation and willing to learn in self – paced mode.
The competency “Provide Room Service” contains the knowledge, skills and attitudes
required for a Food and Beverages Services learner. Lesson 1, Take and Process Room Service
Order, you are required to go through a series of learning activities in order to complete
the learning outcome of this self-learning kit. Follow the activities on your own and
answer the self-check activity.

Before you start, remember the following helpful tips in achieving successfully
the objectives of this Self – Learning Kit: Proper handling of this material is important to
maintain in good condition; do not write any unnecessary things on its pages; use separate
paper as your answer sheet. Read and follow the instructions carefully; answer the given
task before you start the lesson; take note and record points of clarification; try to achieve at
least 80% level of proficiency in every activity; work diligently and honestly; and answer the
activities thoroughly and find out the given descriptors in the progress chart after having
self – check of the activities.

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Self-Learning Kit in Home Economics

OBJECTIVES

At the end of the lesson, with at least 80% level of proficiency you should be
able to:
1. define room service;
2. arrange the following step in taking room service orders; and
3. provide the correct response in taking room service order.

LEARNING
COMPETENCIES

1.1 Take and process room service order. TVL_HEFBS11-12RS-IVa-1

WHAT DO YOU
KNOW?

How do you take and process room service orders? What are the important key
points to keep in my mind. Try to answer the activity below.

Instructions: Write TRUE if the statement is correct and FALSE if its incorrect. Write
your answer on a separate sheet.

1. Room service order placed through the telephone is fast and written down
manually or type into a computer.

2. Orders taken from a telephone is written in an order slip.

3. Suggestive selling is anticipating the guest’s needs and making recommendations

recommendations to match

4. The telephone must be answered quickly.

5. All room service orders are done by telephone service.

Are you done answering the five questions above? If yes, that is a good start,
because the activity is connected to the lesson of this SLK. This activity is connected to
the lesson in SLK. Are you ready?

Let’s begin!

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 Food and Beverage Services NCII: Take and Process Room Service Order

WHAT YOU NEED TO

KNOW?
Before you proceed, these are the information that you want to know about room
service taking order.

As cited in Arcus (2017) room service provides guests with food and beverages
services in the privacy of their own room or suite. Guest may have several options to
place a room service order – Interactive TV within their room, completing a doorknob
menu or using the telephone. The telephone is the most common method.

Why Room Service?

o can enjoy meals in the
privacy of own room.
o can place order even at odd
hours.
o food is delivered to
room, therefore it saves
time.

What to use in room service order?

o telephone
o interactive TV system
o doorknob menu

Materials needed in taking room service order

o telephone
o clock
o calendar
o pen
o order slip
o menu

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Self-Learning Kit in Home Economics

According to Arcus (2017), the following are the sequences on how to take room
service orders.

1. Attend telephone calls promptly and courteously in accordance with

customer service standards.

When the phone rings, lift the receiver on the first ring if possible. The mouth
piece should be at least being ½ inch from the mouth. Identify room service
and greet the caller as you say:

“Room Service, Good Morning. This is speaking. May I help you?”

2. Check and use guests’ names throughout the interaction.

Ask the guest’s name and room number, unless already reflected on the
phone, if the hotel is using a high technology front office system.

3. Get the details of the orders of the guests for accuracy.

Write down and clarify orders as you hear them. Ask the number of order
and the guest preferences regarding the manner of preparation, salad
dressing, etc.

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 Food and Beverage Services NCII: Take and Process Room Service Order

• For eggs-whether boiled, poached, scrambled, etc.

• For steaks-whether, it is rare, medium rare, well done.
• Whether bread be served toasted or plain
• Preferred salad dressing-French, Vinaigrette or Thousand Island

If the guest is undecided, suggest menu specialties or chef’s daily specials.

Before leaving, say: “Will that be all sir/ma’am? It is important to insure that the
guest’s preferences and requirements follow in the preparation, so that
complaints can be avoided.

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Self-Learning Kit in Home Economics

4. Use suggestive selling technique when appropriate. Be a good

salesman. Make appropriate suggestions.

Offer the appropriate drinks or wine that the best complement the meal.

5. Advise guests of appropriate time of delivery.

Tell the guest approximately how long it will take for the order to be delivered. It
shouldn’t be more than 30 minutes.

6. Ask guest for prepared time of delivery.

This will happen if the guest wishes to deliver his/her food on a specific time.

7. Ask for additional orders.

Before repeating the order of the guest, ask if there are any additional order so `
that it can be prepared at the same time.

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 Food and Beverage Services NCII: Take and Process Room Service Order

8. Repeat the orders.

Mention the item ordered, the quantity, and the manner of preparation.
Repeating the order helps to prevent errors that can be a source of complaints.

9. Settle the bill

Ask the guest how he/she will be going to settle his/her bill, whether it will be
charged on the account or pay it in cash.

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Self-Learning Kit in Home Economics

10.Thank the guests.

Thank the guest for ordering through in-room dining and bid
farewell. “Thank you for calling Room Service. Have a good
day!”

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 Food and Beverage Services NCII: Take and Process Room Service Order

Why Guest Prefers Room

Service?

Different guests have different needs and tastes. There are a few reasons
behind choosing room service:

• It helps to attract business travelers as they are very concerned about their
privacy & time.

• Some group travelers prefer eating together. Couples on a honeymoon

usually loves to eat in room to make things more romantic.

• Room service is highly appreciated by celebrities who generally escape

away from general people.

Many guests want to have food in casual way by wearing normal cloth,
watching TV etc. Many guests want to start day with a bed tea. For them, room
service is the only option. Women who travel alone are generally conscious
more about their privacy. They tend to choose room service more.

• Some guests have important private discussion that’s why they don’t want to
go outside. For them room service works best.

All done learner!

Are you ready to answer the following activity? Try to achieve 80% level of proficiency in
every
activity.

You can do it!

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Self-Learning Kit in Home Economics

WHAT HAVE YOU

LEARNED?

Now that you have a knowledge on taking and processing room service
order. You can check your understanding by answering activity below.

Activity #1

Instructions: Read the questions carefully. On your answer sheet, write the letter
of the correct answer.

1. provides guest with food and beverages service in the privacy

of their own room or suite.
A. Catering
B. Fine dining
C. Formal dining
D. Room service

2. What is proper saying in greeting the caller?

A. “Room Service, Good Morning. This is speaking. Who are you?”
B.“Room Service, Good Morning. This is speaking. May I help you?”
C. “Room Service, Good Morning. This is speaking. What is your name?”
D.“Room Service, Good Morning. This is speaking. What can I do for you?”

3. Which is not a taking room service order?

A. Repeat the order
B. Thank the guest
C. Take the order and write down
D. Serve the food and beverages to the guest

4. What do you call a person taking order in room service?

A. Booking officer
B. Room service attendant
C. Server
D. Waiter

5. In taking room service order, ask for and , unless reflected on

the phone, if the hotel is using high tech front office.
A. Guest’s Age and Address
B. Guest’s Name and Room Number
C. Guest’s Email Address and Birthday
D. Guest’s Telephone Number and Cell phone Number

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 Food and Beverage Services NCII: Take and Process Room Service Order

Activity #2
Match the following responses on the given situation in Column A with Column B.
Write the letter of the correct answer on your answer sheet.

Column A Column B

1. When receiving an incoming call for A. Would you like to have

coffee room service, what are you going to say or tea?
when you pick up the phone?

2. When recapping the order of the guest B. Your order would be serve around
how will you going to ask? 7 o’ clock. Is there anything else
that I can help you with?

3. When confirming delivery time to the C. Room Service. Good

Morning! guest, what are you going to say? This is . How may I help you?

4. What are you going to say to the guest, D.

May I repeat your order.
if there is option in order meal?

5. How will you suggest new menu or top E. Would you like to try our specialty
in seller to the guest? the house, roasted beef. Our top
seller

6. How will you end up the conversation F.

Would you prefer to pay it on cash
after confirming the order of the guest? or charge it to your account?

7. How will you ask the guest for billing G. Your food will be available in 15 min
settlement? would you want us to deliver it right
way or on a specific time?

8. How will you ask the guest for any H. Thank your for calling room service
additional order? Have a nice day!

9. What If the guest prepares to

deliver the I. Do you have any additional
order? food in specific time.

10. How will you ask if the guest has J. Would

you like any preferences for
preferences for his/her condiments? your condiments?
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Self-Learning Kit in Home Economics

Activity #3

Instructions: The following are sequence/steps in taking room service order. Write
A for the first step and J for the last step. On your answer sheet, write the letter of the
correct answer.

1. Clarify, repeat and check details of orders with guests for accuracy.

2. Repeat the orders.

3. Use suggestive selling technique when appropriate.

4. Advise guests of appropriate time of delivery.

5. Attend telephone calls promptly and courteously in accordance

with customer service standards.

6. Settle the bill

7. Check and use guests’ names throughout the interaction.

8. Thank the guests’

9. Ask for any additional orders

10. Ask the guest for prepared time of delivery

Congratulations learner! You successfully finished this lesson on providing and taking
room service orders.

Job well done!

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Take and Process Room Service Food and Beverage Services NCII:
Order
Self-Learning Kit in Home Economics

SELF-
ASSESSMENT

FIRST TRY SECOND TRY THIRD TRY

SCORE: SCORE: SCORE:

RUBRICS OF LEARNING
SCOR SCOR SCOR DESCRIPTOR
E1- E1- E1- S
5 10 15

4-5 9 -10 13-15 Excellent!

3 6-8 9-12 Good

2 4-5 5-8 Fair

1 1 -3 1-4 Start Again

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 Food and Beverage Services NCII: Take and Process Room Service Order

ACKNOWLEDGEME
NT

I would like to thank the following persons who helped me to make this Self-
Learning Kit (SLK) possible - to my family who support me all the time, to SHS Home Economics
writers and teachers, to my illustrator and layout artist.

Special thanks also to LRMDS Bataan for providing us training on how to make
this Self- Learning Kit and lastly, to our dear Lord for the knowledge and guidance
while preparing this SLK.

REFERENCE
S

Arcus, Cristeta M. (2017), Technical-Vocational-Livelihood, Home Economics, Food and

Beverages Services Manual pp. 286-287, 292-293.

K TO 12 Home Economics – Food and Beverages Services (NC II) Curriculum Guide
Department of Education, Philippines: May, 2016

Provide Room Serivces,https://assets.marcusapps.com/files/outlets/pfister/milwaukee-

hotel-images/sig-room-service.jpg

1
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Self-Learning Kit in Home Economics

TAKE AND PROCESS ROOM SERVICE ORDERS

Technical, Vocational and Livelihood track covers Food and Beverages

Services. A learner under this track must know how to take and process order
not only in fine dining but also in a hotel.
As an FBS student and aspiring room attendant who wants to work
someday in a hotel, you need to know the proper steps of providing room
service to guests following the industry standard.
To be able to provide room service to guest you should know how to
take and process order by telephone. This Self-Learning Kit (SLK) will help you to know
the steps in taking order.
To learn your lesson, this material is a big help for you to learn more
about food and beverages services in order for you to proceed to the next topic.

CONTENT DEVELOPERS
WRITER: EMY G. LAZATIN. Finished her Bachelor of Science in Chemistry at Far Eastern
University in May 2000. With National Certificate in Food and Beverages NC II and Trainers
Methodology I, she is pursuing her graduate studies at Bataan Peninsula State University
Graduate School taking up Master in Education major in General Science. At present, she is the
SHS Property custodian, DRRM coordinator at Jose C. Payumo Jr. Memorial High School where
she is teaching science and TVL teacher in Bread and pastry, Food and Beverages Services
and Cookery.

ILLUSTRATOR: MARIA AGNES J. CABASAG. She is a graduate of Misamis University,

Misamis Occidental with the degree of Bachelor in Elementary Education major in English,
year 2007. She earned her units in Master of Arts in Education major in Educational
Management at Bataan Peninsula State University . Served as a Teacher I at Binuangan,
Paysawan and Saysain Elementary School - Bagac, Bataan from 2011 to 2016. At present, she is
designated as Teacher II in Bagac Elementary School ,District of Bagac.

LAYOUT ARTIST: JEROME C. MATIC. Finished his baccalaureate course at

University of Santo Tomas with the degree of Bachelor of Arts in Sociology. Also,
he completed his 18 units or Professional Education Courses at Tomas del Rosario
College. He is currently teaching Research, Humanities and Social Science subject
at Bonifacio Camacho National High School. Presently taking his Master of Arts in
Social Science Education at Philippine Normal University, Ermita, Manila.

EVALUATOR: EMELITA G. PAGUIO. Graduated with the degree Bachelor of

Secondary Education, major in English at Tomas del Rosario College. She has 33
units in MAEd- Educational Management and complete academic requirements in
MAEd-Language Education. She taught for three years in private schools in
Balanga City and 13 years in Nagbalayong NHS in Morong. Presently, she serves as
Assistant School Principal II of Senior High School in E.C. Bernabe NHS, Bagac,
Bataan.

EVALUATOR: MARY ANN S. VALDEZ. She is a graduate of Bachelor of

Secondary Education major in Mathematics at Bataan Polytechnic State College,
year 2002. She earned her units in Master of Arts in Education major in Mathematics at
Bataan Peninsula State University - Main Campus and is currently taking up Master
of Arts in Education major in Educational Management at Gordon College – Institute
of Graduate Studies in Olongapo City. She is presently a teacher at Nagbalayong
National High School and is a Learning Resource Evaluator for LRMDS-Bataan.

SCHOOLS DIVISION OF BATAAN

20 LEARNING RESOURCES MANAGEMENT AND DEVELOPMENT SECTION (LRMDS)
Bataan Provincial Capitol Compound, Balanga City 2100