Room service — send an order to a guest's room, serve it, charge the folio

A guest in their room orders food or drinks. You ring the items up on the till and send them to the room. The kitchen gets its ticket, the order sits on Unserved rooms until somebody delivers it, and the charge goes onto the guest's room bill (the folio) for them to settle at checkout.

Nothing is sold at the moment you send. The sale is recorded when the order is charged to the room. That is the same rule as table service, and it means a tray that never goes up can simply be cancelled.

This is the web version of the desktop Post To Room and Un-served Rooms.

Before you start

• You need a hotel workspace (the Reservation ERP mode) and a till with a selling department set in Setup → POS.
• The guest must be checked in. Only guests in-house are offered.
• To charge an order to the room you need the Credit sales right (CREDIT_SALES), the same right that lets you charge a till sale to a room at checkout. Sending and marking served need only the POS itself.
• Kitchen tickets print through the same printers as table orders (Setup → Printers). With no printer routed, the till offers to print the ticket itself.

Steps

Send an order to a room

1. Ring the items up as usual.
2. Press To room at the top of the ticket (or F7).
3. Tap the guest. Search by room number or name. The list shows who each guest is billed to.
4. The ticket clears and the kitchen ticket prints. The order now shows under Orders → Unserved rooms.

Sending to the same room again makes a second order; both appear under that room.

Deliver it and charge it: the Rooms tab

1. Press Orders and open the Rooms tab. Every room order that still needs something is there, grouped by room, oldest first. Tick Mine only to see just the ones you sent.
2. When the tray has reached the room, press Mark served. The card stays, now marked Served, until it is charged.
3. Press Charge to room to put it on the guest's folio. You can do this before or after serving. The card leaves the list only when the order is both served and charged.

Each card shows two things: Served or Not served, and On the folio or Not charged (with the kitchen state, Preparing or Ready, while the kitchen board is in use).

Cancel an order

Press Cancel on the card. If the order was already charged, the folio charge is reversed as well.

Tips

• A guest's own order from the QR poster in their room appears on the same list, marked Ordered from the room.
• The Z report, the night audit and the daily report show rooms with open orders so a forgotten tray gets noticed. They warn; they never stop a close.
• Over-the-counter sales where the guest takes the goods at the till do not need this. Use Charge to Room at checkout instead; those never appear on Unserved rooms.

Common problems

• To room is not shown → the workspace is not in hotel mode, or the till has no selling department. Check Setup → POS.
• "… is not checked in" → the guest has checked out or has not arrived. Nothing can be sent to an empty room; ring the sale up at the till instead.
• Charge to room is greyed out → you do not hold the Credit sales right (CREDIT_SALES). Ask your administrator, or let a colleague who has it charge the order.
• "This guest has checked out — the order can no longer be charged" → the guest left before the order was charged. Cancel it, or ring it up at the till against the guest's billing customer.
• "Not enough left" → other open tables or rooms are holding the last units. Settle or cancel those, or reduce the quantity.
• The kitchen did not get a ticket → the till shows a printing warning with Print here; check Setup → Printers for the kitchen route.