REMOVE ROOM SERVICE TRAY AND TROLLEY

Guest Expectation:

It is important that the room service tray or trolley is removed from my room and the corridor shortly after I have finished my meal.  I don’t expect trays or trolleys to be left in my room or lying in the corridor in front of my room.  If I don’t have time to phone Room Service, I expect the tray to be removed when my room is cleaned.

Why is this task important for you and our guests?

Answers: 

1. We can increase our GSI score.

2. I can show my professionalism.

3. I want to make our guests feel comfortable.

4. I want to show, that we take care of our guests in the guest room as well as when walking on the corridor.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Check the guest room	Look around the room for other items belonging to room service, e.g. empty bottles, cups, saucers, napkin, etc. If a glass/cup is filled with contents, empty it into the bathroom sink before placing it in the tray. Only do this if the guest is not present. Place items in the center of the trolley/tray. Do not place them on the edge.	Why do I need to learn this SOP when it is really In Room Dining who manages room service tray collection? Why must I check the room in detail? Why can’t I put the contents of the glass/cup in the sink when the guest is present?? Why do I need to place items in the center of the tray/trolley?
Cover tray / trolley	Fold down both leaves of trolley table. Fold both corners of the tablecloth towards the center with one side lapping the other. If there is a service tray, use the table napkin to cover the items.	Why do I need to fold down the wings of the trolley? Why do I need to cover the trolley/tray?
Remove the tray / trolley	Push trolley out of the room.  Never leave tray/trolley along the corridor. Park trolley properly against the wall in the service area near the elevator. Do not block any doorways. Place the tray on the shelves provided in the service area (Pantry). If the trolley is obstructing the service area, call room service to pick-up the trolley immediately.	Why can I not just place the trolley in the corridor? Why do I need to place the trolley against the wall? Why can’t I place the tray on the floor? Why do I need to call room service if there is no place in the pantry?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. Why can’t I just phone Room Service to collect the tray if there is no guest in the room??

2. What else in the room do I need to look out for?

3. Why can’t I keep the tray/trolley in the pantry for re-use?

4. When do I need to call room service?

5. How do I handle fruit amenities which have been spoiled?

6. Should I check fruit amenities daily?