Title Page

  • Hotel Name

  • Name of Auditor

  • Conducted on

  • Name of Team Member audited

  • Department / Section

IN ROOM SERVICE ORDER TAKER STANDARDS

  • Was the telephone answered within 3 rings or 10 seconds?<br>電話は3回以内、または10秒以内に共に応対したか?

  • Was the call answered by using proper hotel greetings? ホテルで決められた正しい挨拶で応答しましたか?

  • Was the guest addressed by name? 電話に出るときはお客様の名前を呼んでご挨拶しましたか?

  • Was the employee able to answer any questions with regard to the menu and its ingredients? 従業員はメニューや食材のあらゆる質問について、答えることができましたか?

  • Was it confirmed it guest have any allergy? ゲストにアレルギーがないか、確認しましたか?

  • If guest has any special requests about order, was it checked with cookers first before receiving the order? お客様から特別な注文を受けた際、必ず先にキッチンシェフに確認してから注文をしましたか?

  • Was guest allowed to pause and decide on item to be ordered if undecided?注文が決まっていない場合、お客様は一旦考えて決めることができましたか?

  • Was paraphrase used to confirm understanding of guest’s question if required?ゲストの質問を理解をするために、必要に応じて違う言葉に言い換えて確認しましたか?

  • If guest only orders main course, was an appetizer/side orders/starter recommended? もしお客様がメイン料理のみ注文した場合、前菜やサイドオーダーをお勧めしましたか?

  • If guest only orders main course, was a dessert recommended? もしお客様がメイン料理のみ注文した場合、デザートをお勧めしましたか?

  • If Guest does not order drinks, was a drink to accompany the meal recommended?ゲストが飲み物を注文しなかった場合、食事と一緒に飲み物を勧めましたか?

  • At the end of the order, was the order repeated and an estimated delivery time given? (30 minutes is the standard time) 注文の最後に注文内容を繰り返し、おおよその提供時間を伝える。(スタンダードの時間は30分)

  • Was the interaction friendly and welcoming? フレンドリーで温かく対応しましたか?

  • Was the colleague speak clearly and confidently in the local language or in English? お客様の注文を伺う際ははっきりと自信をもって話しましたか?

  • Was the guest thanked for their order? お客様に注文に際してお礼を言いましたか?

  • Was it verified with guest if they may require any further assistance? 必ずお客様に何か他にお手伝いできることがないか伺いましたか?

  • Was the call ended with the appropriate greetings? 適切なご挨拶で会話を終えましたか?

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