Forbes - In Room Dining

Telephone conversation is calm and clear

The guest is always asked permission before being placed on hold

No telephone hold longer than 30 seconds without offering call-back

Staff is highly articulate and avoids slang and excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

Staff readily smiles and 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

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

The guest's name is used naturally as a signal of recognition

Staff closes interactions with polite, appropriate remarks

All staff encountered are wearing professional, clean and well-fitted uniforms

All staff encountered are extremely well-groomed

Staff maintains alert posture and behaves professionally in view of the guest

Staff does not decline any request without offering appropriate alternatives

Menu provides an appealing and interesting variety

Ordertaker can helpfully discuss details of foods and beverages

If digital ordering technology is available, the process is intuitive and convenient

Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later

State how long this took

Lunch and dinner are served within 30 minutes in hotels and within 40 minutes in resorts; breakfast is served within 25 minutes in hotels and within 30 minutes in resorts

Staff conveniently sets the table so the meal is ready to begin

Beverages are opened and poured in the room

Wine by the glass is presented in a bottle and poured in the room

Chair(s) is brought to the table and the seating arrangement is fully comfortable

Plastic wrappings and plate covers do not remain on any dishes

A flower or other centerpiece item is provided

Food presentation is precise and carefully plated

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

Foods are flavorful and well-seasoned/balanced

Portions are generous and appropriate

Cooking is executed properly and as requested

All ordered items are accurately served

Condiments are elegantly presented

It is possible to receive a selection of specialty coffees and/or teas at any time

Coffee and tea service is presented in a refined manner

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

Glassware, china, cutlery and serving pieces are in excellent condition, completely clean and hygienic in appearance

Serviceware is of excellent quality and cohesive in appearance

All proper cutlery is provided

Removal of soiled dishes occurs within 10 minutes at a hotel and 15 minutes at a resort, or within five minutes of the pre-arranged time

The service is handled without excessive delays or interruptions

Was there something particularly impressive about the in-room dining experience?