Forbes In Room Dining | Four Seasons Lanai

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 while appropriately representing the property style

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

Staff does not decline any request without offering appropriate alternatives

Menu includes a choice of health-conscious beverages

Menu offers a variety of nutritionally focused options; dietary restrictions are considered

Menu provides an appealing and interesting variety

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

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

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 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 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

Serviceware is 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 12 minutes or within five minutes of the pre-arranged time

The service is handled without excessive delays or interruptions