Title Page

  • Department Audited

  • Conducted on

  • Audited by

  • Name of Associate(s) Audited

Standards

  • Telephone conversation is calm and clear

  • 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 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

  • Menu includes at least two high-quality health-conscious beverages

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

  • Menu provides an exceptional variety, including concept-driven specialty dishes

  • Ordertaker can helpfully discuss details of food and beverages

  • Estimated delivery time is quoted and the 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, chair(s) are 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

  • When collecting the dishes, staff returns the room to its original appearance

  • The service is handled without excessive delays or interruptions

  • Menu offerings include sustainably sourced options *

  • Efforts are made to reduce single-use plastic *

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.