F+B On Demand Delivery Audit - ELITE MYSTERY

• Audit Title

• Conducted on

  Date

• Prepared by

• Location
  Address

• Date

  Date

• AYS/DTS Agent Name

• Delivery Runner Name

Front Desk/Check-In & In the Hotel

• During your arrival experience, did the hotel drive awareness of the F+B On Demand program by using one of the following best practices? (a)The front desk agent explained the program during your check-in, Printed collateral was provided or available upon arrival, or Signage was present in the lobby identifying the program.

  Yes

  No

• Was any program marketing collateral visible in the public space and/or elevators (MH Only)?

  Yes

  No

In the Room

• Was the menu in good condition and standing upright in the guest room?

  Yes

  No

• Was there a doorhanger (Breakfast pre-order) menu available and visible in the guest room?

  Yes

  No

Call AYS/DTS to place an order for "Room Service".

• Did the Associate offer their name and a warm greeting on answering the phone?

  Yes

  No

• Did the Associate ask if the guest had experienced the (Fresh Bites-MH or A La Carte-RH) Program before?

  Yes

  No

• If yes, did the associate positively describe the program and how it differs from traditional room service?

  Yes

  No

  N/A

• Did the Associate show knowledge of the available menu offerings and attempt to enthusiastically up sell additional items to your order?

  Yes

  No

• Did the Associate confirm your order and provide a total?

  Yes

  No

• Did the Associate quote the time of delivery as 20 minutes or less and inform you there is no tip needed?

  Yes

  No

• Did the agent close the call with a thank you and offer to provide additional services?

  Yes

  No

  N/A

• Time of Order

  Date

• Time Quoted

  Date

• Time Order Delivered

  Date

Delivery

• Was the meal delivered in 20 minutes or less?

  Yes

  No

• Did the runner knock and announce "Fresh Bites/A La Carte Delivery"?

  Yes

  No

• Did the delivery Associate verify your complete order and note utensils and condiments included before handing over the bag?

  Yes

  No

• Did the delivery Associate thank you and offer further assistance?

  Yes

  No

  N/A

Order Presentation

• Was the order packaged in consistent brand standard or outlet specific (if property has a pantry) packaging?

  Yes

  No

  N/A

• Did the order contain the following (check all that apply):

  Select Itemized Check All Items Ordered All Necessary Wares All Necessary Condiments Any Unnecessary/Wasteful Condiments or Utensils

  • Itemized Check
  • All Items Ordered
  • All Necessary Wares
  • All Necessary Condiments
  • Any Unnecessary/Wasteful Condiments or Utensils

• Was the food & beverage served at the appropriate temperatures (hot food hot/cold food cold)?

  Yes

  No

  N/A

• Did the food appear fresh and appealing?

  Excellent

  Fair

  Needs Improvement

Follow Up

• Did the anyone follow up with a call back to ensure meal satisfaction?

  Yes

  No

  N/A

• Please provide any additional comments about your experience: