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Elements and Performance Criteria

  1. Take and process room service orders.
  2. Set up trays and trolleys.
  3. Present room service meals and beverages to guests.
  4. Present room service accounts.
  5. Clear room service area.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

process each of the following types of room service orders to meet guest requests on at least three different occasions:

breakfast order

lunch order from an à la carte menu

dinner order from an à la carte menu

provide room service for above room service orders within commercial timeframes and according to guest requirements

demonstrate the following procedures to organisational standards when providing room service on each of the above occasions:

knocking and announcing department

greeting guests when opening

asking for permission to enter

demonstrate ability to provide the following types of service at least twice each when providing room service to guests:

tray service

trolley service

explain process for handling the following room service situations:

dealing with non-responsive rooms

dealing with guests where it is unsafe or inappropriate to enter a room.


Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

food safety practices for providing room service

organisational customer service standards for room service

types of basic information required by guests:

menu choices and options

description of meal or food and beverage items

cost of items

ordering and service procedures for processing and delivering room service items

organisational processes for taking non-standard orders:

orders that add or omit ingredients

orders that respond to specific dietary requirements

room locations within the establishment

product knowledge of the room service menu and beverage list.