Detailed Lesson Plan in Food and Beverage Service

Grade 11

I. Objective
At the end of the lesson the students should be able to:
a. Identify the Room Service equipment and supplies;
b. Draw the Room Service equipment and supplies; and
c. Follow the Room Service Order set-up.

II. Subject Matter

Topic: Room Service
Subtopic: Set up Trays, Trolleys and Equipment for the Room Service
Reference: Kong, S. and Domo, A. (2016) Technical-Vocational-Livelihood Home
Economics; Cookery Manual. DepED-BLR Pasig City Philippines
Materials: laptop, book, HDMI and television
III. Procedure

TEACHER’S ACTIVITY STUDENT’S ACTIVITY

A. Preliminary Activities
1. Routine
 Greetings
Good morning, Class. Good morning Ma’am, good morning
classmates.
Please take your sit. Thank you, Ma’am.
 Checking of Attendance
 Recall the previous lesson
2. Motivation: SCRAMBLED WORDS
Instruction: The teacher will
be asking the students to arrange the
scrambled words.
- stray
- leyrtuc - Trays
- salgarwes - Cutlery
- ate spot - Glassware
- atlep rwemra - Tea spot
- tasl nda rpepep shsarek - Plate warmer
- dub esvas - Salt and pepper shakers
- ostarets - Bud vases
- nep dna rdoer ormfs - Toasters
- niwe ocorels - Pen and order forms
- presesos efeocf isamhcen - Wine coolers
- icroavewm nsove - Espresso coffee machines
- frierrotsega - Microwave ovens
- leyslort - Refrigerators
- cerockyr - Trolleys
- Crockery
B. Discussion

 What is Room Service Staff?

- Room Service Staff work in hotels

and deliver orders to customers. is a
personalized service that is offered
by hotels which gives the guests a
 distinctive and unique chance to
order and enjoy their food while
staying inside their availed room or
wherein convenient and privacy are
guaranteed.
 Can you give me the definition of - Service of food and beverage items
this following: in Guests rooms by designated room
- Menu service waiter. Also called in dining
- Complimentary Items room.
- Amenities
- Supplies
- Mini Bar Menu- a range of food items offered for
- Compendium service usually written and including prices.
- Concierge Complimentary Items- served without
- Guest folio or Account charge.
- Guest Profile Amenities- items supplied by the venue for
- Honour System the guest’s consumption such as pens,
- Housekeeping notepads, matches etc.
- Porter Supplies- items supplied by the venue guest
- Package use while occupying the room.
- Public Areas Mini Bar- beverage and snack food items
- Passer by set up within a guest room for their use on a
- Suite pay as consumed basis.
- Suggestive Selling Compendium- handbook or folder hard
- Point-of-Sale copy or electronic.
- SPATT Concierge- supervisor in charge of porters
- VIPs and responsible for a wide range of guest
- Condiments service.
- Hot Box Guest folio or Account- record of all
financial transactions between the Guest
and the venue during the guests stay.
Guest Profile- record of the guests personal
details including food preferences and
allergies.
Honour System- system relying on the
Guest to record consumption of chargeable
items in their room.
Housekeeping- department that is
responsible for the cleanliness of a Guest
room during their stay.
Porter- responsible for luggage
management, Valet parking and Guest
services such as visitor information
Package- room rate plus several services at
one price
Public Areas- areas in a Hotel or resort
where the general public have access, such
as Bars and Restaurants.
Passer by- feature is primarily used to
handle transactions for non-guests or
transactions a guest doesn’t want on his
room account.
Suite- room with separate living and
sleeping areas.
Suggestive Selling- selling or services by
suggesting alternatives in a way that creates
desire highlighting special features, benefits
 and value.
Point-of-Sale- cash register which records a
financial transaction on a guest folio at the
time of consumption.
SPATT- Special attention Guests.
VIPs- Guests who are Very Important
Persons.
Condiments- items such as sauces,
mustards and other seasonings or side
 What are the things that is dishes which are served as an
needed for you to take and accompaniment to a dish.
process room service offers? Hot Box- small pre-heated insulated box
that fits under a trolley or at the base of a
multi tray trolley to keep hot food hot.

 Identify the range of room service

products that are available within the
enterprise
 Types of Room Service
- Breakfast- probably the most
important and the busiest time for
customers generally ordering via a
doorknob menu.
- Mini-Bars- maintained either the
room service or housekeeping
departments, often as a separate area
within the establishment.
- Honour system- which costumers
are asks to complete a purchase
docket, mini-bars are checked daily
to record consumption or removed
items and daily to the customer
account.
- Door knob Menu or menu for
room service has distinctively high
 How are you going to take Guest prices compared with the
Order for Room Service? establishments other food and
beverage offers customer often
believes they are actually over
charged in room service and may
result to complaints.

- Intranet within their room,

completing a door knob menu or
using the telephone.

- Telephone Procedure: (when there is

a room service department)

1. Always answer the telephone

immediately on the second ring.
2. Introduce yourself and the
department you are in.
3. Always answer the telephone in
accordance with standard
policies.
4. Always use the standard
 greeting, being consistent with
other colleagues and in line with
the establishment procedures.
5. Make sure to smile when
 How to use Selling Techniques to speaking, as smile can be heard
Optimize Room Service Sales? in the voice.
6. Should ask for the customer’s
name and his or her room
number.
7. As you receive the customer’s
name, you should use it as much
as possible during the
conversation.

- Room Service personnel may need

to advise and to assist the customer
in making order, either taking by
suggesting or upselling, or
explaining menu items.
- This is called ‘suggestive selling’
and is a practice that can be applied
in bars, in the dining room, and at
the front office.
- Always remember that suggestive
selling is a technique used to inform
the customer of the various items on
the menu that, the customer may
have forgotten to select or is
unaware of the product availability
 How are you going to confirm or maybe is just unsure of
Guest Order for Room Service ingredients or taste and even
and Advice of Expected Service appearance.
Time? - This works well when the personnel
have a complete information of
menu probabilities.
- This should include specific
information such as which food
would suit in a diabetic or vegan,
and whether the hotel offers Halal or
other variations to meet special
needs.

- Verify the details of the order like

repeat the order back to the
customer to check for accuracy, and
amend where necessary, room
service orders are frequently placed
 What does a record room service over the phone or by text and there
order mean? is no actual face-to-face interaction.
- In taking a room service order you
must never be afraid to ask
questions.
- The time the room service is
required. The number of customers
being served whether the room
service being requested is for service
 in the customer’s room or
elsewhere; poolside or lounge area.
 What are the needed things to Order may be required for takeaway
include for Room Service Order? such as a picnic basket, or packed
sandwiches.

- Usually recorded in conjunction

with a discussion with the customer.
Order maybe taken down either by
hand or recorded automatically.

- Has to record any additional needed

such as table napkin or runners for
table or sweet sauce might as well
extra crockery or silverware for a
large platter to share.

- Current Date and Docket Number

- Action the Room Service Order

according to enterprise
procedures
a. Many hospitality businesses
 How to prepare for Room operate an electronic room
Service? service order-taking system
where information is fed into a
cash register and a docket is then
printed up: at the same time the
order is taken and automatically
delivered to or printed out in the
kitchen.
b. Other establishments will use a
manual system.
c. Involve details to other
departments. Newspapers
requests with breakfast may
need to be forwarded to
Concierge or retail outlet who
supplies them and etc.

1. Area must be set up and equipped

with the necessary food and
beverage items required for
requested for all meal periods.
2. Room Service needs to serve a
variety of food items to meet
customer’s needs some items will
require room Service staff to prepare
such as cutting fruit, slicing meat for
ham or salmon.
 Portion pack items are used to save
wastage and costs. Portion packs or
control packaged items are foods or
beverages pre-packaged in pre-set
amounts considered to be a single
portion.
a. Jams and breakfast spreads.
 b. Dairy products- butter, milk and
cream
c. Sauces and dressings
d. Boxed breakfast cereals such as
Coco pops or Cornflakes
e. Cold stewed or cooked fruit
compote
f. Salt and pepper sachets, instant
coffee, chocolate and tea sachets
g. Sliced bread, bread rolls or
pastries, packaged sweet or dry
C. Generalization biscuits
 What are the three examples of h. Alcoholic and non-alcoholic
definition of terms and its use or beverages
meaning? 3. In order to be effective in room
service staff should spend time
familiarizing themselves with items
that are available, and how they are
packed and presented. Staff need to
understand normal use.
4. Check with colleagues or
management to find out where
replacement stocks are kept, and
 What are the following who is responsible for the re-order
procedure for you to do as you of stock. Room service staff needs to
talk with a costumer on a read the policies and procedures for
telephone? the order and supply of all items
Room service uses.

Mini Bar- beverage and snack food items

set up within a guest room for their use on a
pay as consumed basis.
Suite- room with separate living and
sleeping areas.
Suggestive Selling- selling or services by
suggesting alternatives in a way that creates
desire highlighting special features, benefits
and value.

- Telephone Procedure: (when there is

a room service department)
D. Application
Instruction: Write from the provided 1. Always answer the telephone
paper by the teacher. immediately on the second ring.
 What are the procedure you must 2. Introduce yourself and the
do when you are going to answer department you are in.
the telephone? 3. Always answer the telephone in
accordance with standard
policies.
4. Always use the standard
greeting, being consistent with
 other colleagues and in line with
the establishment procedures.
5. Make sure to smile when
speaking, as smile can be heard
in the voice.
6. Should ask for the customer’s
name and his or her room
number.
7. As you receive the customer’s
name, you should use it as much
as possible during the
conversation.

1. Always answer the telephone

immediately on the second
ring.
2. Introduce yourself and the
department you are in.
3. Always answer the telephone
in accordance with standard
policies.
4. Always use the standard
greeting, being consistent
with other colleagues and in
line with the establishment
procedures.
5. Make sure to smile when
speaking, as smile can be
heard in the voice.
6. Should ask for the
customer’s name and his or
her room number.
7. As you receive the
customer’s name, you should
use it as much as possible
during the conversation.

IV. Evaluation: PICTIONARY TYPE

Mechanism: The students will be group for 2 with 5 or 6 members. The group will be
appointing one representative to draw the word that will be given and the rest of the group will
be guessing it. The first group to finish the task and has higher points will be having plus points.

 Mini bar  Tray

 Menu  Trolleys
 Water Bottle  Towel
 Soap  Hot Box
 Shampoo  Suite
 Lotion  Toothbrush
 Doorknob Menu  Breakfast
 Telephone

V. Agreement
> Advance reading for the next lesson.
Prepared by:

Lovelyn A. Waggay

Cooperating Teacher:

Marjorie S. Cayao