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FOOD AND BEVERAGE - IN ROOM DINING

OUTLET:
DATE AND TIME:
STANDARD
ORDER TAKING:

Was the telephone answered within 3 rings or 10 seconds with anappropriate greeting?

If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or w
caller offered a call back option?

Was the background free of any noise or disturbances (i.e.makes the conversation difficult to hear or causes
distraction)?

Was the employee able to answer any questions with regard to the menu and its ingredients?

Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

Did the employee accommodate any reasonable off menu requests?

If a hot or cold dessert was ordered, did the employee offer the guest the option of serving it upon completio
main course?

Did the employee ascertain the number of people dining?

Did the employee repeat the order either during or at the end of the call?

Did the employee advise delivery time?

In the case of digital orders (e.g. iPad, via television, etc.) was the facility easy to use and was the correct or
delivered on time?

SALES:

Did the order taker suggest a starter and/or side order that was appropriate to the order?

Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal?

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Did the order taker suggest dessert with the meal?

SERVICE:

Was the order served in the standard time? (Breakfast order card - 5 minutes of requested time. Telephone
Breakfast 25/30 minutes for urban/resort; Lunch/Dinner - 30/40 minutes for urban/resort).

If an estimated delivery time was given, was the order served within 5 minutes of the stated time?

Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on th
door/ring the doorbell again and announce their department before entering the room?

If a newspaper was on the door did the employee bring it in with the tray?

Did the employee ask where the guest would like the tray/trolley to be placed?

Did the employee secure the table leaf and set the table?

Did the employee position the chairs accordingly?

Did the employee make every effort to ensure the guest was comfortable?

Did the employee offer to pour the beverages, remove the cloche/s and stancap/s as applicable?

Did the employee confirm the order and was it correct and complete?

Did the employee inform the guest of tray/trolley collection procedures or was a tray removal card present?

Was the bill clearly itemized and correct and was it promptly presented and collected?

Did the employee offer a sincere farewell at the end of the interaction and show appreciation?

If tray/trolley removal was requested, was it collected within 10 minutes for urban hotels and 15 minutes for
hotels?

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THE EMPLOYEE - BEHAVIOURAL STANDARDS:In Room Dining cont..

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing
badges?

Was the employee’s speech clear and use of English adequate to be fully understood?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties?

Was the employee able to confidently answer questions about other hotel facilities or immediately find out th
information required?

Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (e.g. gues
not have to request service at any point)?

Did the employee make every effort to meet guest requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the caller as an individual?

Did employees collaborate seamlessly to ensure service was organized and professional without being intru
repetitive?

Did the employee actively listen, avoid interrupting and give the caller their undivided attention (i.e. the gues
not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self-control and empathy in challenging interactions and offer a
alternative/resolution?

MENU AND FOOD:

Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

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If special dietary requirements were provided at any point during stay, were they automatically acknowledge

Was the food presented in an appealing manner and did it directly resemble its description from the menu?

Was the food fresh and of good flavor?

Was the texture of the food appropriate?

Was the food cooked as requested and served at the correct temperature?

Were portions of acceptable/generous size?

Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

Were at least two fresh juices available?

Were breads/bakery items of excellent quality?

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TRAY/TROLLEY LAYOUT:In Room Dining cont..

Was the room service tray/trolley clean and in good repair?

Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?

Were salt and pepper cruets available and if so were they clean and full?

Was a fresh floral/table decoration present?

Was all plastic/paper/foil wrapping removed before entering the room?

Were the appropriate condiments/sauces served with the meal and were they decanted into the appropriate
in miniature form?

Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

In the case of breakfast was there a minimum of three different preserves available (honey is acceptable)?

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MEET BELOW N/A

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