Title Page
-
Site conducted
-
Conducted on
-
Prepared by
-
Location
In-Room Dining: Service
-
Telephone conversation is calm & clear
-
Staff is highly articulate and avoids slang & excessive use of phrase-fragments
-
Staff is polite & maintains a gracious tone and appropriate pace throughout the interaction
-
Staff readily smiles & 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
-
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, wine by the glass is presented in a bottle 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
-
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
-
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
In-Room Dining: Facility
-
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
In-Room Dining: Culinary
-
Menu offers a variety of nutritionally focused options; dietary restrictions are considered
-
Menu offers a variety of nutritionally focused options; dietary restrictions are considered
-
Menu includes at least two high quality healthconscious beverages
-
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
-
Cooking is executed properly and as requested
-
Foods are flavorful and well-seasoned/balanced
