In Room Dining Audit - CURBR

Telephone - Warm Welcome/greeting provided

Telephone - Guest name used during the experience, when known

Telephone - Proactive additional assistance offered to the guest

Telephone - Warm and sincere closing offered and appreciation demonstrated

Telephone - Ordering Experience <br><br>The associate must:<br>• Verify:<br>o Guest name<br>o Room number<br>• Be knowledge of menu item:<br>o Ingredients<br>o Preparation<br>• Repeat order back to guest<br>• Quote estimated time for delivery

Telephone - The overall experience met guest expectations and was free of negative<br>detractors

Delivery - Order Delivered within Quoted Time

Packaged Delivery Follow-Up

Delivery - Warm welcome/greeting provided

Delivery - Good posture, smile, eye contact, and attentive listening maintained<br>throughout the interaction

Delivery - Well-groomed and professional <br>

Delivery - The Ambassador R Image met standard

Delivery – Guest Interaction <br><br>Prior to entering the guestroom, the associate must:<br>• Position themselves in front of the door viewer<br>• Knock on the guestroom door a minimum of (3) times<br>• Identify their department<br>Traditional delivery associate must:<br>• Ask permission to enter the guestroom<br>• Confirm items ordered<br>• Present check in cover/check presenter with branded pen

Delivery - Presentation

Delivery - Food Quality & Presentation

Delivery - Beverage Quality & Presentation

Delivery - Guest name used during the experience, when known

Delivery - Proactive additional assistance offered to the guest

Delivery - Warm and sincere closing offered, and appreciation demonstrated

Tray/Trash Removal

Delivery - The overall experience met guest expectations and was free of negative<br>detractors

Packaged Delivery Packaging (US/CAN) <br>

In-Room Dining Hours of Operation <br><br>In-Room Dining must minimally be offered daily between:<br>• Non-Resorts:<br>o 6:00 AM - 11:00 PM<br>o (CALA, US/CAN): Lunch through In-Room Dining is optional if lunch service is<br>available through another dining outlet in the hotel<br>• Resorts:<br>o 6:30 AM - 11:00 PM<br>

In-Room Dining Collateral