AUART - 2024 - In Room Dining

* Telephone conversation is calm and clear

Staff is highly articulate and avoids slang and excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

Staff readily smiles and maintains an engaging expression

Staff makes eye contact and keeps focus on the guest

* Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

Ordertaker inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal

* It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

* Cross-departmental channels of communication among staff are consistent and complete

Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

* Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

Staff closes interactions with polite, appropriate remarks

All staff encountered are wearing clean and well-fitted uniforms

Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the guest

* Staff does not decline any request without offering appropriate alternatives

Menu includes at least two high quality health-conscious beverages

Menu offers a variety of nutritionally focused options; dietary restrictions are considered

* Menu provides an exceptional variety, including concept-driven specialty dishes

Ordertaker can helpfully discuss details of foods and beverages

Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later

Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes

* Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged

* If in-room service is provided, beverages are opened and poured in the room

* If in-room service is provided, wine by the glass is presented in a bottle and poured in the room

* If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable

Food presentation is precise and carefully plated

Hot foods and beverages are hot when served; frozen items are firm at the time of consumption

Foods and beverages are fresh and use high quality ingredients

Foods are flavorful and well-seasoned/balanced

Portions are appropriate

Cooking is executed properly and as requested

All ordered items are accurately served

* Condiments are elegantly presented

* It is possible to receive a selection of specialty coffees and teas at any time

* Coffee and tea service is presented in a refined manner

* Tray or in-room dining cart is in excellent condition and completely clean

* Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed

* Serviceware is in excellent condition, completely clean and hygienic in appearance

* Serviceware is of excellent quality and cohesive in appearance

All proper cutlery is provided

Removal of soiled dishes occurs within 12 minutes or within five minutes of the pre-arranged time

* When collecting the dishes, staff returns the room to its original appearance

The service is handled without excessive delays or interruptions

Menu offerings include sustainably sourced options

Efforts are made to reduce single-use plastic