In Room Dining (Forbes 2024)

• Location Audited

• Conducted on

  Date

• Lady or Gentleman Audited

• Auditor

Courtesy and Manners

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments.

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression.

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest.

  Yes

  No

  N/A

• Staff closes interactions with polite, and appropriate remarks.

  Yes

  No

  N/A

Efficiency

• Estimated delivery time is quoted and order is received within 5 minutes of that time, not earlier or later.

  Yes

  No

  N/A

• Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes.

  Yes

  No

  N/A

• Removal of soiled dishes occurs within 12 minutes or within 5 minutes of the pre-arranged time.

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions.

  Yes

  No

  N/A

Graciousness, Thoughtfulness, & Sense of Personalized Service

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful.

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete.

  Yes

  No

  N/A

• Staff consistently and respectfully personalized interactions, addressing the guest in accordance with their preference, if known.

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives.

  Yes

  No

  N/A

• If in-room service is provided, wine by the glass is presented in a bottle and poured in the room.

  Yes

  No

  N/A

Guest Comfort and Convenience

• Telephone conversation is calm and clear.

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them.

  Yes

  No

  N/A

• Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged.

  Yes

  No

  N/A

• All in-room service is provided, beverages we opened and poured in the room.

  Yes

  No

  N/A

• If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable.

  Yes

  No

  N/A

• It is possible to receive a selection of specialty coffees and teas at any time.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Technical Execution, Skill, & Knowledge

• 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.

  Yes

  No

  N/A

• Order taker can helpfully discuss details of foods and beverages.

  Yes

  No

  N/A

• All ordered items are accurately served.

  Yes

  No

  N/A

• All proper cutlery is provided.

  Yes

  No

  N/A

Staff Appearance

• All staff encountered are wearing clean and well-fitted uniforms.

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Sense of Luxury

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

  Yes

  No

  N/A

• Condiments are elegantly presented.

  Yes

  No

  N/A

• Coffee and tea service is presented in a refined manner.

  Yes

  No

  N/A

Wellness

• Order taker inquired about dietary restrictions, preferences, or allergies or proactively acknowledges these if previously made known.

  Yes

  No

  N/A

• If dietary restrictions, preferences, or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal.

  Yes

  No

  N/A

• Menu includes at least 2 high quality health-conscious beverages.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Foods and beverages are fresh and use high quality ingredients.

  Yes

  No

  N/A

Food and Beverage Quality

• Food presentation is precise and carefully plated.

  Yes

  No

  N/A

• Hot foods and beverages are hot when served; frozen items are firm at the time of consumption.

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced.

  Yes

  No

  N/A

• Portions are appropriate.

  Yes

  No

  N/A

• Cooking is executed properly and as requested.

  Yes

  No

  N/A

Sense of Luxury

• Serviceware is of excellent quality and cohesive in appearance.

  Yes

  No

  N/A

Cleanliness and Condition

• Tray or in-room dining cart is in excellent condition and completely clean.

  Yes

  No

  N/A

• Cloth napkins, tablecloths, and liners used are in excellent condition, clean and pressed.

  Yes

  No

  N/A

• Serviceware is in excellent condition, completely clean and hygienic in appearance.

  Yes

  No

  N/A

Facilities

• Menu offerings include sustainably sourced options.

  Yes

  No

  N/A

• Efforts are made to reduce single-use plastic.

  Yes

  No

  N/A