Location View
Setting Up Room Service
Room Service lets hotel guests order food from your restaurant to their room. Guests choose Room Service when they order, give their room number, and can either pay at the door or charge the order to their room and pay when they check out. This guide explains how the pieces fit together and how to set a hotel up.
It is a Location View feature for hotels. The Room Service menu, the Room Service order type and the Charge to room payment type only appear for companies whose company type is Room Service Restaurant.
How room service works#
- A guest orders to their room. They choose Room Service, pick their room number and enter their name.
- They choose how to pay. Charge to room adds the order to their room bill. Cash or Card terminal is paid to the person who brings the food up. Card is paid online straight away.
- You prepare and deliver the order from Live Orders as usual. The order shows the room number, so your staff know where to take it.
- At checkout, reception settles the room bill on Room Charges: they look up the room or the guest, check the orders with the guest and mark the balance as paid.
| Payment type | Who takes the money | At checkout |
|---|---|---|
| Charge to room | Nobody at the door. The order goes on the guest's room bill. | Owed. Reception settles it on Room Charges. |
| Cash | The person who brings the food to the room | Already paid. Shown on the bill as Paid on delivery. |
| Card terminal | The person who brings the food to the room, with a card machine | Already paid. Shown on the bill as Paid on delivery. |
| Card | Paid online when the guest orders | Already paid. |
Where to find Room Service#
- View: Location View (make sure the hotel's location is selected in the header)
- Menu: Operations → Room Service, with two pages: Room Numbers and Room Charges. Clicking Room Service opens Room Charges.
If you do not see Room Service in the menu, the company is not set up as a hotel yet. Ask your OrderTiger contact to change the company type to Room Service Restaurant. Only platform administrators can change the company type, in Company View → Companies.
Setting up a hotel#
Work through these steps once for each hotel location. Each one uses a page you may already know from other order types.
- Add the Room Service service. Go to Operations → Services, click Add Service and choose the order type Room Service. Set the order times and switch it to Active.
- Set the opening times. In Opening Times, choose Room Service in the order type selector and add the hours when guests can order to their room.
- Enter your rooms. Go to Operations → Room Service → Room Numbers and add the hotel's rooms, one by one, as ranges such as
101-120, or from a spreadsheet. - Choose how guests can pay. In Finance → Payment Methods, add a payment method with order type Room Service for each way you accept payment: Charge to room, Cash, Card Terminal and, if you take online payments, Card.
- Add a tray charge (optional). Room service has no delivery fee. To charge for bringing the order up, add a service fee for the order type Room Service in Finance → Service Fees. It is added to every room service order, and to the room bill when the order is charged to the room.
- Check your menu. Make sure the menu you want guests to see is available for Room Service. Menus that limit their order types need Room Service added.
Room service orders in Live Orders#
Room service orders arrive in Live Orders like any other order and are accepted, prepared and updated the same way. They carry extra information so staff know where to go and how the order is paid:
- A blue Room 1204 tag on the order card and at the top of the order detail. In the List view, the order type reads Room Service · Room 1204.
- For orders charged to the room, a Room bill tag: open (orange) until reception settles it, then settled (green), or disputed (red) or voided (grey).
- The room number on the order detail window and on the printed receipt.
Who can do what#
| Task | Who |
|---|---|
| Add, edit and delete rooms | Company administrators and location users |
| Look up and settle room charges, raise a dispute | Company administrators and location users |
| Resolve a dispute, reopen a settled or voided charge | Company administrators only |
Troubleshooting#
Room Service is missing from the menu.
The company type is not Room Service Restaurant. Ask your OrderTiger contact to change it.
Guests cannot choose Room Service.
Check that the Room Service service is active and has opening times, and that the menu is available for Room Service.
Charge to room is not offered to guests.
Add a payment method with order type Room Service and payment type Charge to room, with status Enabled.
A guest cannot place an order to their room.
Once you have added rooms, the room must be on your list and active. Check it on Room Numbers.