Information
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Property Name:
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Conducted on
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Audited Conducted by:
IN-ROOM DINING
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Enter Order-taker's Name:
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In-room dining order property taken:<br><br>- answer phone within 3 rings<br>- use guest name during the call<br>- ask how many in party<br>- inform guest of the specials and/or house specialties (lunch/dinner)<br>- provide recommendations of the menu<br>- quote estimated delivery time<br>- repeat back complete order to guest<br>- inform guest that gratuity is included<br>- provide proper closing comment e.g enjoy your meal<br>- offer additional assistance<br>- offer own name during transaction
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Enter Server Name:
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In-dining delivered on time:<br><br>- continental breakfast/coffee - within 15 minutes<br>- all other orders - within 25 minutes<br><br>Quoted accuracy:<br>- within 5 minutes of quoted time
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Server offers proper greeting and follows correct procedures for entering the guest room:<br><br>- knock 3 times and repeat until a response is given (announce department when knocking)<br>- provide proper greeting e.g. Good morning Mr. Smith<br>- request permission to enter room<br>- bring newspaper with breakfast order, if outside door
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In-room dining order delivered as ordered and complete:<br><br>As ordered:<br>- all items requested<br>- no incorrect items <br>- items prepared as requested with adequate accompaniment and service items
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Server presents order and creates dining ambiance:<br><br>- ask where to position table <br>- offer to position chairs and tables<br>- remove plastic wraps from items<br>- offers to adjust viewing angle of TV<br>- review order with guest by taking cover off of each item in turn confirming order accuracy
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In-room dining service and equipment is clean and in good condition:<br><br>- check china, decor items, glassware, lines, silverware, table and tray
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Server properly present the check:<br><br>- accurate and complete<br>- presented inside a Ritz-Carlton folder with a Ritz-Carlton pen
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Food & Beverages are fresh, of high quality, and appropriately served:<br><br>Food presentation:<br>- be of high quality and fresh<br>- adequate in portion size<br>- delivered at the right temperature (cold/hot/warm)<br>- properly prepared (well-done, salty) etc.<br>- show attention to detail and visual appeal<br>- cold beverage must have a fresh garnish
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In-room dining tray removal meets standard:<br><br>- within 2 hours of delivery or within 15 minutes following guest call for removal
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In-room dining children menu meets the standard:<br><br>- include items made with organic, hormone free, preservative free ingredients (items must be designated in menu)<br>- include minimum of 1 gluten free item<br>- have a flat price including entree and beverage<br>- have 5 healthy options<br>- no list soda/soft drink in the children section
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Employee owns and resolves guest's requests and opportunities immediately:<br><br>- listen actively <br>- offer genuine apology<br>- ask effective questions<br>- resolve within 10 minutes<br>- thank the guest<br>- ensure re-engagement through confirming satisfaction
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Server takes pride in and care of personal appearance:<br><br>- follow grooming, appearance and uniform standards
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Server provides a warm welcome (three step of service):<br><br>- make immediate eye contact, smile and acknowledge you<br>- provide eye contact and smiles throughout the warm welcome <br>- ask for a name and uses it throughout transaction
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Server provides a fond farewell (three steps of service):<br><br>- provide fond farewell e.g. Have a nice/pleasant stay<br>- offer additional assistance<br>- mention own name at any time during encounter
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Server uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- smiles, maintains eye contact <br>- offers to escort rather than pointing direction<br>- employee engages in a warm conversation to connect to your emotions<br>- only engages with work related conversation with other employees
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Server anticipates needs:<br><br>- employee must offer a service/solution/opportunity to meet an anticipated need
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Server enhances emotional engagement (positive):<br><br>- confident<br>- integrity<br>- pride<br>- passion
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Server enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- passion
