Title Page
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Location Audited
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Conducted on
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Lady or Gentleman Audited
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Auditor
Services
Courtesy and Manners
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
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Staff readily smiles and maintains an engaging expression.
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Staff makes eye contact and keeps focus on the guest.
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Staff closes interactions with polite, and appropriate remarks.
Efficiency
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Estimated delivery time is quoted and order is received within 5 minutes of that time, not earlier or later.
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Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes.
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Removal of soiled dishes occurs within 12 minutes or within 5 minutes of the pre-arranged time.
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The service is handled without excessive delays or interruptions.
Graciousness, Thoughtfulness, & Sense of Personalized Service
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Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful.
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Cross-departmental channels of communication among staff are consistent and complete.
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Staff consistently and respectfully personalized interactions, addressing the guest in accordance with their preference, if known.
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Staff does not decline any request without offering appropriate alternatives.
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If in-room service is provided, wine by the glass is presented in a bottle and poured in the room.
Guest Comfort and Convenience
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It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them.
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Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged.
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All in-room service is provided, beverages we opened and poured in the room.
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If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable.
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It is possible to receive a selection of specialty coffees and teas at any time.
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When collecting the dishes, staff returns to the room to its original appearance.
Technical Execution, Skill, & Knowledge
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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.
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All ordered items are accurately served.
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All proper cutlery is provided.
Staff Appearance
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All staff encountered are wearing clean and well-fitted uniforms.
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Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.
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Staff maintains alert posture and behaves professionally in view of the guest.
Sense of Luxury
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Menu provides an exceptional variety, including concept-driven specialty dishes.
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Condiments are elegantly presented.
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Coffee and tea service is presented in a refined manner.
Wellness
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If dietary restrictions, preferences, or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal.
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Menu includes at least 2 high quality health-conscious beverages.
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Menu offers a variety of nutritionally focused options; dietary restrictions are considered.
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Foods and beverages are fresh and use high quality ingredients.
Food and Beverage Quality
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Food presentation is precise and carefully plated.
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Hot foods and beverages are hot when served; frozen items are firm at the time of consumption.
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Foods are flavorful and well-seasoned/balanced.
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Portions are appropriate.
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Cooking is executed properly and as requested.
Facilities
Sense of Luxury
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Serviceware is of excellent quality and cohesive in appearance.
Cleanliness and Condition
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Tray or in-room dining cart is in excellent condition and completely clean.
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Cloth napkins, tablecloths, and liners used are in excellent condition, clean and pressed.
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Serviceware is in excellent condition, completely clean and hygienic in appearance.
Sustainability
Facilities
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Menu offerings include sustainably sourced options.
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Efforts are made to reduce single-use plastic.
