Workshop manual for Landrover Freelander showing detailed procedures on how to do all the vehicle maintenance and repairs as used at the dealership.
Jud Fry Sing
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Proyecto Integrador realizado en la Universidad de las Fuerzas Armadas "ESPE"Descripción completa
Larry Carlton
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ROOM AMENITY DELIVERY PROCEDURE Ro o m Ser vi c e Wai t er Take the Room Room Am enity Delivery Control Form
Prepare Prepare all required m ise-en-place on troll ey
Ro o m At t en d an t * refer to SOP 'Room Amenity Preparation'
Prepare mise mise en place according to standard set-up and VIP type
Pick-up amenities from kitchen
Deliver amenities to required guest room(s) Use service elevator
In f o rm Ro o m at t en d an t t o o p en r eq u i r ed g u es t ro o m (s )
Get i n f o r m at i o n
Set-up Set-up amenities amenities in g uest room (in front of fresh flowers - if applicable)
Open required guest room(s)
Place Greeting Greeting card or GM welcome letter in front of amenities (if applicable)
ROOM SERVICE ORDER DELIVERY PROCEDURE RS Or d er Tak er / Su p er v i s o r
Ro o m Ser v i c e Wai t er /Ru n n er
Check correctness of order (before delivery)
Get approval for delivery
Complete the Room Service Delivery Logbook Sheet
Prepare to deliver the ord er (to guest room ) Use staff elevator's key (lock) system for quicker delivery
Turn off sterno i nside the plate warmer Ad Add time of orde order delive livery & name of deliverer
Take staff elevator Knock on guest room three times and say: "Private Dining, your room service delivery!" Wait for opening of door Say: "Good evening, Mr. Zhang, Zhang, your roo m service order, please !" Enter Enter room by pulling cart (not pushing) Ask : " Where m ay I p lace t he tr ol ley /tray co nv eni entl y? " Place trolley/tray as requested
Remove all all foils and covers from p lates/bowls/glasses etc.
ROOM SERVICE ORDER PREPARATION PROCEDURE RS Or d er Tak er / Su p er v i s o r
Ro o m Ser v i c e Wai t er /Ru n n er
B a r t en d e r
Ho t Ki t c h en Ch ef / Co o k
Timing (in min) from moment guest called
02 : 50
Po s t o rd er i n to POS
03:00
Hand (red) copy of captain order to Runner
Rec ei v e POS o r d er
Recei ve POS o r d er
Pr ep are d r i n ks as p er o r d er
Pr ep ar e d is h es as p er o r d er
Prepare/set-up room service cart (as per standard set-up)
Cover all drinks with drink cover
Prepare all cold dishes on cold plates/bowls
Receive captain order copy
04:00 04:00
Complet Completee room room service service delive delivery ry log book book
Place order onto order board
04 : 30
p r e p a r e t h e g u es t c h ec k
Prepare mise en place as per ord er
0 5: 5: 00 00
Pl ac e g u es t c h ec k o n to t ray /tr o l l ey
Co l d Fo o d Or d er (o n l y )
Ho t / Ho t & Co l d Fo o d Or d er
P re re pa par e t ra ra y r em em ov ov al al c ar ar d
Pr ep ep ar ar e/ e/ se set -u -u p r oo oo m s er er vi vi ce ce t ra ra y
T ur ur n o n r oo oo m s er er vi vi ce ce f oo oo d w ar ar me mer
Fill in on tray removal card name(s) of order taker, RS runner and Chef
Pick-up drinks from service bar (place onto tray)
Pick-up drinks from service bar (place onto cart)
Place drinks onto bar counter for RS Runner pick-up
Prepare all hot dishes on hot plates/bowls
Place card onto tray/trolley
Control timing and check with kitchen for order readiness
Control timing and check with kitchen for order readiness
Keep Keep POS POS printprint-out out for contro controll purp purpose ose
Cove Coverr all all dishe dishess with with food food cove covers rs
15: 00
Pi ck -u p d i s h es f ro m k i tc h en
Pi c k-u p d i sh es f r o m k i t ch en
16:00
Place dishes onto tray (with food cover)
Place hot dishes into food warmer (with cover)
08:00
Hand completed order to RS runner Keep POS order for control purpose
Place cold dishes on top of cart (with cover) Check correctness of order before delivering
17:00
18 : 00
Get ap pr pr ov ov al al f or or d el el iv iv er er y
Get ap pr pr ov oval fo r d el el iv iv er er y
Del i v er t h e o r d er t o g u est r o o m
Del iv er t h e o rd er to g u es t r o o m
Remark: * Standard: Minutes 0 - 3 Order Taking Taking and Order Posti ng / Minutes 3 - 18 Preparation Preparation of Food /Drink/Mise-en-place / Minutes 18 - 25 Delivery of Order to Guest Room. * Standard: Total delivery time not exceeding 25 minutes. * Standard: Order taker, Room Service Waiter and Chef names will be written on tray removal card. Code: R 062
ROOM SERVICE ORDER TAKING
Room Service Order Taker / Supervisor
Time
Ans wer t elep hone ho ne with wi th in 3 ri ngs ng s
00:00
Remember guest's name when displayed on the phone Smile and speak in a friendly and polite manner. manner. An Answer in English lish for for foreign guests, in Chinese for domestic guests.
Say: Say: " Good Mornin g, Mrs. Wang, Wang, Room service, mary speaking, may I help you?" Take guest's order
00:10 Recommend drinks or wine, appetizers, soup or desserts
Conduct some up selling
00:20 01:00
Listen carefully carefully and write all order details details onto * See attached sample of captain captain order (inclusive of: Room number, guest order name, exact exact order, numb er of guests, name of order taker, time order taken
02:00
Say: "Mrs. Wang, may I repeat your order, please?"
02:10
Repeat Repeat order clearly and sl owly
02:15
HOLIDAY INN CENTRAL PLAZA BEIJING ROOM SERVICE TRAY & TROLLEY COLLECTION PROCEDURE Ro o m Ser v i c e Wai t er /Ru n n er
Ro o m Ser v i c e Or d er Tak er
Check every full hour (use Room Service Delivery Logbook) on all outstanding tray/trolley collections
Receive call from room attendant
Write down (outstanding) tray/trolley collection room numbers on piece of paper
Collect soiled trays / trolleys from concerning guest floors/rooms
Ro o m A t t en d an t
Inform order taker when uncollected tray/trolleys are found in gu est room
If room service is not collecting trays/trolleys within 10 minutes, move the tray/trolley to lift landing area
Hand paper to waiter/runner for collection
Move all soiled dishes to dishwasher
Return untouched (reusable) food times or condiments to ki tchen and RS pantry
Use tray removal card to identify the room number
Inform order taker on collected room numbers
Remark:
Update RS Delivery Delivery Log b ook und er columns: Time of Equipment Collected & Name of Collector
* Standard: Trays andTrolleys must be collected within one hour of delivery from guest floor/room and every full hour. * Standard: Do not call - disturb guest in his room and require tray / trolley removal.
