DALWH-IRD Audit

250 Enter Order-taker's name(s)

251 Telephone - Telephone etiquette meets standard<br>Phone must be answered within 3 rings with a smile<br>

Telephone- Warm Welcome/Greeting provided<br>252 "Welcome to Whatever/Whenever this is (Talent name) how may i assist the (guest name) room?"<br>

253 Telephone-Guest name used during the experience, when known <br>"Welcome to Whatever/Whenever this is (Talent name) how may i assist the (guest name) room?"

254 In-Room/Private Dining order properly taken <br>Server/Attendant must: <br><br>- Ask how many in party <br>- Inform guest of the specials and/or house specialties, if applicable<br>- Be able to describe ingredients and preparation of menu items<br>- Provide recommendations of menu items, if asked<br>- Quote estimated delivery time<br>- Repeat back complete order to guest, including any special requests and condiments mentioned by guest

255 In-Room/Private Dining order taker makes suggestions/upsells additional items<br>Server/Attendant must suggest starter/side appropriate for order/attempt to upsell additional items that will enhance the guest’s meal, e.g. side order or dessert

256 Telephone - Further assistance offered to the guest<br>Operator/Attendant must end all calls with, "Is there anything else i may assist you with Mr/Mrs. (Guest Name)?"

257 Telephone - Warm and sincere closing offered and appreciation demonstrated

258 Telephone - The overall experience met guest expectations and was free of negative detractors

259 Enter Server name(s)

260 In-Room/Private Dining delivered on time<br>- Delivered on time<br>- Continental breakfast/coffee - within 15 minutes of placing order<br>- Anything other than continental/coffee within 30 minutes of placing order (JW, SR, LC, W)<br>- Quoted accurately<br>- Within 5 minutes of actual delivery time <br><br>Check In-Room/Private Dining order and timing and mark NO if you find any of the following:<br>- Continental breakfast/coffee delivered later than 15 minutes<br>- Order delivered later than 35 minutes (JW, SR, LC, W)<br>- Order quoted more than 5 minutes of actual delivery time <br>

261 Delivery - Room delivery announcement meets standard

262 Server follows correct procedures for entering guestroom<br>Server must:<br>- Request permission to enter room<br>- Use door stop to keep door open during entire delivery

263 Server creates dining ambiance<br>Server must minimally:<br>- Asks where to position table/tray <br>- Raise and secure the leaf of the table, if applicable<br>- Removes plastic wrap from items, as applicable <br> - Remove covers from plates, if applicable<br><br>If food is brought in a hot box, it is acceptable to remove covers before coming into the room

264 In-Room/Private Dining order delivered as ordered and complete<br>In-Room/Private Dining order must minimally be delivered:<br>- As Ordered<br>- All items requested<br>- Items prepared as requested, if applicable (e.g. steak medium-rare) <br>- With accompaniments (e.g. sugar, bread basket)<br>- With appropriate service items (e.g. soup spoon for soup)

265 Server presents bottled wine before serving<br>Server must minimally:<br>- Offer to present the wine, if bottled<br>- Present bottle to guest<br>- Allow guest to taste wine<br>- If approved, wine is poured without picking up wine glass

266 Tray pick-up procedure explained<br>- Tray pick-up procedure must be explained:<br>- Verbally by the server, or <br>- On a card left on the tray or table <br>

267 In-Room/Private Dining table enlivens the senses<br>Table/Cart must be level and stable<br>- Table setting minimally must:<br>- Be clean and in good condition<br>- Bud vase/arrangement is neat, fresh and presentable (optional)<br>- Flatware - free of tarnish/wear<br>- Condiments served in appropriate containers (e.g. ramekins, miniature bottles)<br>- No full sized bottles or portion packs, except for sweeteners<br>- Linens neat (if applicable)<br>- A damper or pad must be placed under all table cloths<br>- Napkins - pressed all-cotton or linen<br>- Salt and pepper shakers are present

268 Server properly presents the check<br>- Check must be:<br>- Accurate and complete<br>- Presented inside a brand folder with a brand pen <br>- Hotel-specific folders acceptable

269 Food is designed to be visually appealing<br><br>Food and beverage presentations must be: <br>- Adequate in portion size<br>- Show attention to detail and visual appeal<br>- Precise and carefully plated<br>- Food is not presented in a way that is difficult to eat<br>- Beverages served in appropriate glassware <br>

270 Food and beverages were properly prepared and met guest expectations for taste:<br><br>Food and beverage presentations must be:<br>- Made of high quality and fresh ingredients<br>- Delivered at right temperature (cold/hot/warm)<br>- Properly prepared to guest’s request (well-done, no salt, etc.) or cooked to meet the guest expectations for taste

271 Server owns and resolves guest's requests and opportunities immediately<br><br>Mark N/A if you find any of the following:<br>- No problem or concern was encountered <br>Server must:<br>- Listen actively<br>- Empathize - Express empathy<br>- Apologize and assume ownership<br>- Resolve/Solve the problem and also provide an extra touch that goes beyond mere resolution<br>- Notify/Thank the guest to confirm their satisfaction<br>- Record the problem in StarGuest (SR, LC, W)

272 Delivery - Warm welcome/greeting provided

273 Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

274 Server uses appropriate verbiage and shows genuine concern<br>Server must: <br>- It is not acceptable to use slang or hotel jargon (e.g. 86’d, DND, “What’s up?”, “dude”, “habibi”, “OMG”)<br>- Language that matches brand identity is acceptable (W)<br>- Engage in warm conversation to show genuine concern and interest in the guest

275 Server does not decline a request without offering alternatives<br>Mark N/A if:<br>- No request is made above and beyond normal services offered<br>- Server meets request <br>If guest makes a special request Server must: <br>- Not just say “No” but offer alternatives that may help meet the need in another way <br>

276 Delivery - Well-groomed and professional, wearing a uniform

277 Delivery - Guest name used during the experience, when known

278 Delivery - Further assistance offered to the guest

279 Delivery - Warm and sincere closing offered and appreciation demonstrated

280 In-Room Dining offered 24/7 and meets standards<br>In-Room Dining must minimally be:<br> - Offered 24 hours a day/7 days a week<br>- Offered for all meal periods

281 W pin is worn and meets standard<br><br>W Pin must minimally be: <br>- W – silver<br>- Years of Service jewel imbedded in W is acceptable<br>- In brand specification <br>- Worn on the left hand side at all time

282 Rate Emotional Engagement with interaction<br>After your experience, rate your interaction: <br>- Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual<br>- Neutral engagement: Respected, Understood, Content – not swayed positively or negatively<br>- Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated

283 Delivery - The overall experience met guest expectations and was free of negative detractors