5 steps

Understanding Room Service & F&B

Learn how to set up and manage room service and food & beverage operations, including menus, ordering, and online payments.

What is Room Service & F&B System?

The Room Service & F&B (Food & Beverage) system provides guests with convenient ordering directly from their rooms or during their stay. It includes: • DIGITAL MENUS: Guests browse items organized by category • ONLINE ORDERING: Guests place orders directly without calling • QR CODE ACCESS: Scan from room to access menu instantly • PAYMENT OPTIONS: Room charge, cash, card, or online payment • ORDER TRACKING: Guests see preparation and delivery status • PROMOTIONS: Happy hours, discounts, combo deals • CUSTOMIZATION: Modifiers (size, sauce, additions), special instructions • MANAGEMENT: Staff dashboard to manage orders, menus, and operations • REPORTING: Revenue tracking and popularity analytics This system increases revenue by making ordering easy and encourages higher spend per guest through upselling.

Enabling Room Service & F&B

To start using Room Service & F&B: 1. GO TO WEBSITE SETTINGS: - From left sidebar, select 'Settings' → 'Website' - Or find Room Service settings in main settings area 2. ENABLE F&B SYSTEM: - Toggle 'Enable Room Service & F&B' to ON - Once enabled, you can start building menus 3. CONFIGURE BASIC SETTINGS: - Set Operating Hours (e.g., 6 AM - 11 PM) - Select days when service is available - Set timezone for meal timing 4. CHOOSE ORDERING METHOD: - BUILT-IN MENU: Use the system's menu builder (recommended for most) - EXTERNAL REDIRECT: Link to external menu (existing system or Google) 5. SELECT PAYMENT METHODS: - Enable which payment methods guests can use: □ Room Charge (add to room bill) □ Cash (pay on delivery) □ Card (debit/credit card) □ Online (credit card pre-payment) 6. CONFIGURE PRICING: - Service Charge: Add % fee (0-20% typical) - Tax Rate: Add % tax (varies by location) - Tip Options: Show suggested tip amounts 7. SAVE & ACTIVATE: - Click 'SAVE SETTINGS' - System will now accept guest orders 8. NEXT STEPS: - Go to F&B Manager to create menu categories - Add menu items with descriptions and prices - Set up any promotions or happy hours

Building Your F&B Menu

The menu is the foundation of your F&B service. Here's how to build it: 1. ACCESS F&B MANAGER: - From left sidebar → 'Room Service' → 'Food & Beverage' - Or from main dashboard if available 2. NAVIGATE TO MENU TAB: - Click the 'MENU' tab in the F&B interface - Shows existing categories and items 3. CREATE MENU CATEGORIES: - Click '+ ADD CATEGORY' - Name (EN): "Breakfast" or "Main Courses" - Name (AR): "الإفطار" or "الأطباق الرئيسية" - Optional: Add category image for visual appeal - Set availability times if category is time-specific Example: Breakfast 6 AM - 11 AM only - Click SAVE 4. ADD MENU ITEMS: - Click into a category - Click '+ ADD ITEM' - Details: • Name (EN) & (AR): Item name • Description (EN) & (AR): "Grilled chicken with rice" • Price: Base price per unit • Image: Photo of the dish • Prep Time: "20 minutes" (displayed to guest) • Allergens: Select applicable (gluten, dairy, nuts, soy, seafood, eggs) • Stock Status: Available / Out of Stock - Click SAVE 5. ADD MODIFIERS (CUSTOMIZATIONS): - For items that have options (Size, Sauce, etc.) - Click '+ ADD MODIFIER GROUP' - Examples: GROUP 1: Size - Small: +0 - Medium: +1.00 - Large: +2.50 GROUP 2: Sauce - Mayo: included - Extra Mayo: +0.50 - No Sauce: +0 - Set if modifier is required or optional - Guests select when ordering 6. ORGANIZE ITEMS: - Drag items to reorder within category - Higher items appear first - Popular items = top position 7. MANAGE STOCK: - Mark items as 'Out of Stock' if unavailable - Guests cannot order out-of-stock items - Helps prevent over-ordering 8. PREVIEW MENU: - Click 'PREVIEW' to see how guests see it - Test on mobile device view - Verify images and descriptions display correctly

Managing F&B Orders

Once guests place orders, you manage them through the Orders dashboard: 1. ACCESS ORDERS: - Go to 'Room Service' → 'Food & Beverage' - Click the 'ORDERS' tab - See real-time list of all orders 2. ORDER STATUSES: - PENDING: New order arrived, needs acceptance - ACCEPTED: Kitchen is preparing - READY: Order ready for delivery - DELIVERED: Guest received order - COMPLETED: Payment collected - CANCELLED: Order was cancelled 3. ACCEPTING ORDERS: - New orders appear at top of list (red highlight) - Staff member clicks order - Details panel shows: • Guest name and room • Items ordered with modifiers • Special instructions • Delivery method (room delivery, pickup) • Payment method - Click 'ACCEPT' to confirm order - Kitchen receives print of order - Guest gets notification 4. REJECTING ORDERS: - If you cannot fulfill (out of stock, etc.) - Click the order - Click 'REJECT' - Provide reason (Item out of stock, Kitchen busy, etc.) - Guest is notified and refunded if pre-paid 5. TRACKING PREPARATION: - When order is cooking, status shows 'IN PROGRESS' - Staff can add notes: "Getting plated now" - Estimated delivery time shown to guest 6. MARKING COMPLETE: - Once guest receives and pays: - Click 'MARK DELIVERED' - If cash, you record payment collected - If room charge, automatically adds to bill - Status moves to COMPLETED 7. PAYMENTS: - View payment status in order details - PENDING: Waiting for payment - PAID: Payment received - FAILED: Payment declined - REFUNDED: Cancelled order, money returned 8. CANCELLATIONS: - Guest may request cancellation - You can cancel from Orders list - Refund is processed automatically - Log notes about why cancelled 9. KPI DASHBOARD: - See metrics in Orders tab: • Total orders today • Average order value • Completion rate • Popular items • Revenue collected

QR Code Access & Guest Ordering

Guests can access the menu via QR codes placed in rooms: 1. GENERATE QR CODES: - Go to Settings → Website Settings - Look for 'QR Code Management' or similar - Generate QR code for each room or group of rooms - Each QR code is unique to that room - System generates both: • Print-ready QR code (for framing/posting) • Digital version (email/messaging) 2. PLACE QR CODES IN ROOMS: - Print QR codes at good quality (300 DPI) - Frame or laminate for durability - Place near: • Bedside table • At desk/work area • On main door • In welcome packet - Ensure it's visible and easy to scan 3. HOW GUEST ORDERS: - Guest scans QR code with phone camera - Automatically opens your F&B menu - No login required (QR contains session token) - Guest can: • Browse categories and items • Read descriptions and allergens • See prices and images • View prep times • Select items and customizations • Add special instructions • Review order summary • Select payment method • Place order 4. PAYMENT AT POINT OF ORDER: - Room Charge: No payment during order (billed to room) - Cash: Guest pays on delivery - Card: Guest enters card details now (processed immediately) - Online: Guest pays now with saved payment method 5. ORDER CONFIRMATION: - Guest receives order confirmation on screen - Order number shown for reference - Estimated delivery time - Can add order to contact info (optional phone) - Guest can close session after placing order 6. GUEST TRACKING: - Guests can: • See order status (preparing, ready, delivering) • Estimated delivery time countdown • staff notes ("2 mins", "Just left kitchen") • Cancel during preparation (not after ready) 7. RE-ORDERING: - Guest can place multiple orders during stay - Each scan opens fresh order - Previous orders tracked in system 8. ANALYTICS: - Track which rooms scan QR codes - See ordering patterns - Identify high-spenders and preferences - Helps with service personalization