Scenario The Evanstonian Room Order Process The Evanstonian is a boutique hotel located in Vancouver that caters to both business and leisure travellers. The hotel has 1'2 rooms and the owners are proud that they can provide a bespoke service to their clients. This concern for high-quality encourages repeat stays and they have a good number of guests who return time over time. Currently room service is available from 7am to i'pm and the new Hotel Manager, Jeanne Smith, would like to extend the service to 24 hours a day. Jeanne knows that they will need to invest in automated tools to streamline the order process and has hired Joseph Singh to document the current process before meeting with the hotel owners next month. Here is the current process: Menus are placed in each room that have the list of beverages and light meals that can be ordered. Custom orders, while not advertised per se, are also available. When a guest calls for room service at the Evanstonian, the Room Service manager takes down the order using the online ordering system tied to the hotel's reservation booking system. This will ensure that the meal is charged appropriately. The order is documented in the Room Service Order Ticket. Here is an example of a Room Service Order Ticket as it appears on the online ordering system: The Evanstenian - A *Boutique* Hotel in the Heart of Gastown Client\": {ENTER NAME} Room Number\": {ENTER ROOHHUMBER> Room Service Order Ticket Humber': {Number} Quantityi Baal I Beverage Item Humber* Comment i Special Request 2 Coffee EVOS No Cream, Milk or Sugar required 1 Deluxe Burger & Fries EVMOZ Ketchup only 1 House Red Wine EViE Check if large carafe is available 1 Caesar Salad with EVii No croutors Chicken *Mandatory when the order is submitted on the system, it is sent to the Front Desk so that the appropriate charges can be made to the client's room account. The Room Service Manager will review the order and separate food items from beverages and assign someone from the Wait Staff to complete the order. HefShe will followup with the Kitchen and the Hotel Bar to gather the food items from the order, add tableware {napkinsr silverware}, pick up any beverages at the Hotel Bar and handle the delivery. Food items are sent to the Kitchen for the chefufs} to begin the food preparation. If the food item is not available, a call is made to the guest to order another item. If there is no other suitable item, the food item is cancelled from the order. When an order or order item is cancelledr the Front Desk is notified so that the client's account can be adjusted. When the food itemrfs} are ready for pickup, the chef will update the Room Service manager. Beverages are sent to the Hotel Bar for fulllment bv the bartender or the sommelier (wine waiter) depending upon the tvpe of beverage ordered. If a beverage is ordered that is not in stock, for example a specic bottle of wine, the bartender will contact the guest to discuss a substitution and update the room service order appropriately. when the beverage order is completed, the Room Services Manager is notied. The Room Service Manager will notify the Wait staFf to pick up the beverage{s). Now the order can be delivered to the guest. lDnce the delivery is made, the waiter will update the Order System to indicate that the order has been fullled. If the client did not charge the amount to their room, hefshe will note this on the Order System so that the client can be charged separatelv when thev checkout. This will end the process for ordering Room Service