BVLG - F&B - In Room Dining 23.07.23

1. Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or in the case of an in-person reservation was the guest acknowledged within 1 minute, or in the case of digital communication, responded to within 3 minutes?

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

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

4. Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?

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

6. If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

7. Did the employee accommodate any reasonable off menu requests?

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

9. Did the employee ascertain the number of people dining?

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

11. Did the employee advise delivery time?

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

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

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

15. Was local mineral water or hotel filtered bottled water promoted?

16. Did the order taker suggest dessert with the meal?

17. Was the order served in the standard time (Breakfast order card - 5 minutes of requested time. Telephone orders - Breakfast 25/30 minutes for urban/resort; Lunch/Dinner 30/40 minutes for urban/resort) and if an estimated delivery time was given, was the order served within 5 minutes of the stated time?

18. Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room?

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

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

21. Did the employee position the chairs accordingly?

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

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

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

25. Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that was in good condition?

26. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

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

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

29. Were at least two starters, two main courses and one dessert available from the following options - healthy, vegan, organic, gluten-free, lactose-free and fat-free items available (on the menu/buffet or advised by an employee)?

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

31. Was the food fresh and of good flavor?

32. Was the texture of the food appropriate?

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

34. Was fish locally sourced/sustainably certified and stated on the menu or advised by an employee?

35. Was locally sourced food available and stated on the menu or advised by the employee?

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

37. Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised by the employee?

38. Were at least two fresh juices available?

39. Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where applicable and were they of excellent quality?

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

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

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

43. Were all food and beverages free of single-use plastic?

44. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?

45. If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)?

46. Were salt and pepper cruets available, or offered, and if so were they clean and full?

47. Was a fresh floral or a table decoration present?

48. Was all food covered with a cloche and/or some form of covering?

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

50. Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?

51. In the case of breakfast was there a minimum of three different preserves available (honey is acceptable) and were they served in appropriate containers (i.e. not sachet/blister packs)?

52. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

53. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

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

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

56. Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required?

57. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of <br>the guest?

58. Did the employee adapt to a changing situation and/or guest's need?

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

60. Did an employee personalize the interaction in any way and engage the guest as an individual?

61. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

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

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

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