F+B On Demand Pick-up Audit

• Audit Title

• Conducted on

  Date

• Prepared by

• Location
  Address

• Date

  Date

• AYS/DTS Agent Name

• Pick-up Agent Name

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

• Did the AYS/DTS Agent use the guest name and offer a warm greeting?

  Yes

  No

• Did the agent ask if you've tried Fresh Bites/A La Carte before (or our new room service program)?

  Yes

  No

• If yes, did the agent describe the program well, noting the positive guest benefits?

  Yes

  No

  N/A

• Did the agent confirm your room number?

  Yes

  No

• Did the agent confirm how many guests would be dining?

  Yes

  No

• Did the agent offer Self Pick-up or Delivery for a flat $5 charge?

  Yes

  No

• Did the agent offer specific suggestions on the menu?

  Yes

  No

• Did the agent offer any thoughtful upsells to the meal?

  Yes

  No

  N/A

• Did the agent offer specific condiments for the items ordered?

  Yes

  No

  N/A

• Did the agent confirm the completed order by repeating it back?

  Yes

  No

• Did the agent quote a pick-up time of 20 minutes or less?

  Yes

  No

• Did the agent specify and describe the pick-up area clearly?

  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 was picked-up or ready for pick-up

  Date

Pick-up

• Did the associate(s) at the pick-up station/restaurant offer a warm greeting when you arrived?

  Yes

  No

• Did the pick-up associate verify your name and collect your order?

  Yes

  No

  N/A

• Did the pick-up agent confirm the order, including wares & condiments requested or suggested?

  Yes

  No

• Did the pick-up agent suggest any additional items to enhance your meal?

  Yes

  No

  N/A

• Did the pick-up associate present the check and offer to accept cash, credit, or room charge?

  Yes

  No

• Did the pick-up associate offer further assistance and a warm farewell before leaving?

  Yes

  No

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

• How was the presentation of the food?

  Excellent

  Fair

  Needs Improvement

• How was the flavor of the food?

  Excellent

  Fair

  Needs Improvement

Follow Up

• Please provide any additional comments about your experience: