Title Page
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Conducted on
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Prepared by
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Location
TSA/In-Room Dining Ordering
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Answer phone within 3 rings
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Use guest name during call
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Ask how many in party
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Inform guest of the specials and/or house specialties (lunch/dinner)
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Provide recommendations of menu items, if asked
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Quote estimated delivery time
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Repeat back complete order to guest, including any special requests and condiments mentioned by guest
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Upsell additional items (e.g. side order, dessert)
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Inform guest that gratuity is included on the check, if applicable
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o It is acceptable if server informs guest of included gratuity when presenting the check
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Offer additional assistance
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Express appreciation (e.g. “Thank you”, “It was a pleasure”)
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Provide proper closing (e.g. Enjoy your meal, Have a pleasant day/evening, Goodbye)
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Mention own name during interaction
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If guest makes a special request employee must Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”
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Offer alternatives that may help meet the need in another way
In-Room Dining Service
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Delivered on time
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o Continental breakfast/coffee - within 15 minutes of placing order
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o All other orders - within 25 minutes of placing order
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Quoted accurately:
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o Within 5 minutes of actual delivery time
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Knock three times and repeat until response is given
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o Announce their department when knocking
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Make immediate eye contact, smile, and acknowledge guest (guest will be looking at you through the peephole)
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Provide a proper greeting and/or salutation
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o e.g. "Good morning, my name is …… with In-Room Dining, Mr. Smith, may I enter your room?"
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Provides eye contact and smiles throughout the warm welcome
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Request permission to enter room
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Use door stop to keep door open during entire delivery
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Bring newspaper in with breakfast order, if outside door
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Use the guest's name throughout interaction
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Asks where to position table/tray
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o Offer to position chairs and tables, if applicable
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o Removes plastic wrap from items, as applicable
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o Offers to adjust viewing angle of television, if applicable
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Review order with guest by taking cover off each item in turn, confirming:
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o Order accuracy
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If order inaccurate:
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Server assumes correction is required (e.g. "I'll get that missing soup for you")
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o Special cooking/preparation instructions (e.g. dressing on side, no sauce), if applicable
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o Temperature (e.g. medium-rare), if applicable
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Offer to present the wine, if bottled
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o Present bottle to guest
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o Allow guest to taste wine
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If approved, wine is poured without picking up wine glass
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Explain tray pick-up card or gives verbal instructions for tray pick-up
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Remove previously used dishes and utensils from room, if applicable
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Employee must offer a service/solution/opportunity to meet an anticipated need (items below are suggestions, not requirements)
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o Adjust TV and provide guest with remote control
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o Offer to adjust lighting to create a dining ambiance
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In-Room Dining order must minimally be delivered As ordered
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o All items requested
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o No incorrect items
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o Items prepared as requested, if applicable (e.g. steak medium-rare)
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With accompaniments (e.g. sugar, bread basket)
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With appropriate service items (e.g. soup spoon for soup)
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Check must be Accurate and complete
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Presented inside a Ritz-Carlton folder with a Ritz-Carlton pen
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o Hotel-specific folders acceptable
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Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”,
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Demonstrate appreciation (e.g. “Thank you,” “We appreciate you ordering in room dining,” “It was a pleasure”)
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Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
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Mention own name at any time during encounter
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Employees are expected to provide a service experience that positively influences emotional engagement
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Tray must be removed from room/hallway within 2 hours of delivery, or
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within 15 minutes following guest's call for removal
IRD Menu and Set Up
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Table/cart must be level and stable
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Table setting minimally must Be clean and in good condition
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· Bud vase/arrangement is neat, fresh and presentable (optional)
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· Flatware - free of tarnish/wear
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· Condiments served in appropriate containers (e.g. ramekins, miniature bottles)
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o No full sized bottles or portion packs, except for sweeteners
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· Linens neat (if applicable)
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o A damper or pad must be placed under all table cloths
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· Napkins - pressed all-cotton or linen
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· Salt and pepper shakers are present
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Food and beverage presentations must Be of high quality and fresh
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Adequate in portion size
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Delivered at right temperature (cold/hot/warm)
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Properly prepared (well-done, salty, etc.)
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Show attention to detail and visual appeal
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Cold beverage served with fresh garnish
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Menu must offer The Ritz-Carlton Cake and/or offer it as a daily special
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A specially designated, age appropriate menu for children must be available and minimally Include items made with organic, hormone free, preservative free ingredients
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o These items must be designated on the menu
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Include a minimum of one (1) gluten-free item
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Have a flat price including entree and beverage
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o Must note that children under 2 eat free
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Have five (5) healthy options
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Not list soda/soft drinks in the children's section
