This guide outlines the workflow, procedure and expectations associated with room service delivery.

Following these steps will ensure a consistent experience for the customer, whilst managing team members safety delivering to guest rooms.

LOCATIONS

Charlotte Street Coffee Club delivers room service to two properties:

Oaks Charlotte Towers: 128 Charlotte St, Brisbane City QLD 4000 (building above restaurant)

Oaks Festival Suites: 108 Albert Street, Brisbane, 4000, Australia (adjacent to restaurant, across intersection, 150m West on Charlotte Street)

Service Times: Between 6am-9am and 5pm-9pm, 7 days

RSA:

The supply of liquor is restricted to a maximum of 1 X 750ml bottle of wine per takeaway meal order, whether the order is delivered. Liquor can not be served without a meal/food purchase.

No other alcohol is allowed to be served, sealed wine bottles only. Please note if any more than the maximum alcohol limit is ordered or no food is on the order, the customer must be contacted and order updated to reflect maximum/requirements.

Liquor cannot be supplied without acceptable evidence of age of the person collecting the order being presented.

Contactless and unattended delivery is prohibited where an order includes liquor, the customer must personally receive the alcohol and food order with a valid form of identification.

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NOTE: Room service to Oaks Festival Suites will require you to walk through the CBD, possibly in the evening, after dark. It is important to consider the following when delivering at anytime of day, in particular at night:

• Ensure Runner knows and follows the designated route to the room

• When needing to deliver room service, deliver direct to the room and then head directly back to the restaurant.

• Runner to ensure all items of the delivery kit are taken prior to leaving the restaurant, follow below procedures and know how to use the duress alarm.

• Leave any unnecessary valuables at the restaurant.

• If concerns for safety, head to the closest safe place and get in touch with the Manager on Duty ASAP. A safe place may be a 24 hour shop or supermarket, restaurant, bar, or pub along the route.  

• It is important to stay aware of surroundings, don’t use headphones and avoid usage of your mobile phone unless absolutely necessary.

• Runner to carry themselves with confidence, walk with head up, which will help you to stay alert and aware of surroundings.

ORDERING PROCESS

Printed copies of the room service menu with unique QR codes specific to room numbers and restaurant contact details are available in all guest rooms at both properties

VIA QR CODE

1. Guest scans QR code, reviews menu and places order. Payment is taken via online transaction.

2. Order is sent to the Kitchen and Bar as required. Dockets will print in both locations and can also be viewed via the Tabsquare console (links included below for further information)

   • Viewing Orders

   • Live Orders

   • Marking orders as delivered.

   • Future Orders

3. Prepare Beverages and Meals within speed of service targets.

4. Package orders in accordance with packaging guide and place in a brown carry bag, staple the top of the bag as a tamper seal and print two copies of the receipt, attaching one to the bag.

5. Room service runner (as identified on the shift plan) reviews hotel and room number, collects order, copy of receipt, and room service delivery kit (clipboard, pen, master floor key and safety tracker/duress button; see below for further information on use).

6. Runner commences delivery within a timely manner. On arrival at room, knock 3 times and announce "Room Service". Guest will open door for delivery to be handed to them

9. Greet the guest, present order at the doorway and have them sign the order receipt to confirm delivery. Thank them for their order and offer to enjoy meal/beverages.

   1. Note if the Guest does not answer the door then deliver the meal to reception and the Concierge will call the guest for collection.

10. Return to restaurant in a timely manner.

11. On return to restaurant, return room service delivery kit, tracker on charge and store signed receipt as required.

VIA PHONE

(for chargeback to the hotel only; all other orders must be processed via QR code for card payment)

1. Guest calls the restaurant.

   1. Enter Room Service order type and take order, ensuring to repeat back for accuracy

   2. Record guest name, hotel location and room number

   3. Thank guest for order and provide estimated delivery time

   4. Send order on POS, do not process payment at this stage

2. Prepare Beverages and Meals within speed of service targets.

3. Package orders in accordance with packaging guide and place in a brown carry bag, staple the top of the bag as a tamper seal and print two copies of the receipt, attaching one to the bag.

4. Room service runner (as identified on the shift plan) reviews hotel and room number, collects order, copy of receipt, and room service delivery kit (clipboard, pen, master floor key and safety tracker/duress button; see below for further information on use).

5. Runner commences delivery within a timely manner. On arrival at room, knock 3 times and announce "Room Service". Guest will open door for delivery to be handed to them;

6. Greet the guest, present order at the doorway and have them sign the order receipt to confirm delivery. Thank them for their order and offer to enjoy meal/beverages. Note: the signed receipt is critical to ensure the hotel can process the chargeback.

7. Return to restaurant in a timely manner.

8. Return room service delivery kit and process chargeback through the POS.

IF THE ORDER CONTAINS ALCOHOL:

If an order contains alcohol please follow below directions:

1. An RSA holder packages up a maximum of 750ml bottle x 1

2. Before providing the order the deliverer must view ID, take down full name and contact number

   1. Please follow all Hose Policy rules in regards to Responsible Service of Alcohol. Alcohol can not be served if the Room Guest cannot provide ID, return to the store.

   2. If the Room Guest does not answer the order must be taken back to the store. Reception staff cannot provide orders that contain alcohol as per above points

   3. Keep a record of the receipt recording that ID was sighted prior to delivering alcohol to the room and file with nightly paperwork.

UNDERSTANDING RECEIPTS

WHERE TO SIGN There will be a section at the bottom of the receipts for the customer to sign in order for you to process charge backs. Before leaving the store, draw a small X so the customer knows where to sign. Keep these receipts and take back to the store.	Open
OAKS CHARLOTTE TOWERS ROOM SERVICE The first three numbers determine the building that the room service order has come from. If the TBL number starts with 100 this means Oaks Charlotte Towers. The remaining four digits are the room number. In the example (left), the room number is 0505.	Open
OAKS FESTIVAL SUITES The first three numbers determine the building that the room service order has come from. If the TBL number starts with 200 this means Oaks Festival Suites. The remaining four digits are the room number. In the example (left), the room number is 0203.	Open

WORKPLACE HEALTH AND SAFETY

Team Member safety is paramount when delivering meals to customer’s rooms. To assist in safely managing this process The Coffee Club Management will be providing a tracker and duress button within the room service kit.

TRACKER

Once the runner leaves the restaurant the Manager on Duty will monitor the app to track the Runner’s movements during delivery, for team member safety (for further information on privacy refer to note below).

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DURESS BUTTON

If at anytime the Team Member feels unsafe (either on route to venue, in the property, or during or after approaching the guest room) they are encouraged to return to the restaurant immediately regardless of delivery has been made or not.

For instances where help is required a duress button is provided on the tracker which will send an SOS alarm with location details direct to the Manager on Duty via the nut tag app and direct to the store phone.

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If an incident does occur the Team Member is to report back directly to the Manager on Duty for a report to be completed immediately on return to the restaurant.

*Please note: whilst the data collected during deliveries will predominantly be used for safety and security, it will be also used to assess people and rostering requirements retrospectively based on time and frequency of delivery orders. It is important to ensure the direct route is followed and a sense of urgency for return to restaurant is applied for all orders.