IN ROOM DINING LQA 2020

• Conducted on

  Date

• Prepared by

• Audited person

ORDER TAKING:

• Was the telephone answered within 3 rings or 10 seconds with anappropriate greeting?

  Yes

  No

  N/A

• If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?

  Yes

  No

  N/A

• Was the background free of any noise or disturbances (i.e.makes the conversation difficult to hear or causes a distraction)?

  Yes

  No

  N/A

• Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?

  Yes

  No

  N/A

• Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

  Yes

  No

  N/A

• Did the employee accommodate any reasonable off menu requests?

  Yes

  No

  N/A

• If a hot or cold dessert was ordered, did the employee offer the guest the option of serving it upon completion of the main course?

  Yes

  No

  N/A

• Did the employee ascertain the number of people dining?

  Yes

  No

  N/A

• Did the employee repeat the order either during or at the end of the call?

  Yes

  No

  N/A

• Did the employee advise delivery time?

  Yes

  No

  N/A

• In the case of digital orders (e.g. iPad, via television, etc.) was the facility easy to use and was the correct order delivered on time?

  Yes

  No

  N/A

SALES:

• Did the order taker suggest a starter and/or side order that was appropriate to the order?

  Yes

  No

  N/A

• Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal?

  Yes

  No

  N/A

• Did the order taker suggest dessert with the meal?

  Yes

  No

  N/A

SERVICE:

• Was the order served in the standard time (Breakfast order card - 5 minutes of requested time. Telephone orders - Breakfast 25/30 minutes for urban/resort; Lunch/Dinner 30/40 minutes for urban/resort) and if an estimated delivery time was given, was the order served within 5 minutes of the stated time?

  Yes

  No

  N/A

• Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before entering the room?

  Yes

  No

  N/A

• If a newspaper was on the door did the employee bring it in with the tray?

  Yes

  No

  N/A

• Did the employee ask/suggest where the guest would like the tray/trolley to be placed?

  Yes

  No

  N/A

• Did the employee secure the table leaf and set the table?

  Yes

  No

  N/A

• Did the employee position the chairs accordingly?

  Yes

  No

  N/A

• Did the employee offer to pour the beverages, remove the cloche/s and stancap/s as applicable?

  Yes

  No

  N/A

• Did the employee confirm the order and was it correct and complete?

  Yes

  No

  N/A

• Did the employee inform the guest of tray/trolley collection procedures or was a tray removal card present?

  Yes

  No

  N/A

• Was the bill clearly itemized and correct, if present or presented?

  Yes

  No

  N/A

• Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

  Yes

  No

  N/A

• If tray/trolley removal was requested, was it collected within 10 minutes for urban hotels and 15 minutes for resort hotels?

  Yes

  No

  N/A

THE EMPLOYEE - BEHAVIOURAL STANDARDS

• Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

  Yes

  No

  N/A

• Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

  Yes

  No

  N/A

• Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

  Yes

  No

  N/A

• Did the employee use the guest's name naturally and discreetly without overusing it?

  Yes

  No

  N/A

• Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

  Yes

  No

  N/A

• Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

  Yes

  No

  N/A

• Did the employee adapt to a changing situation and/or guest's need'?

  Yes

  No

  N/A

• Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

  Yes

  No

  N/A

• Did an employee personalize the interaction in any way and engage the guest as an individual?

  Yes

  No

  N/A

• Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

  Yes

  No

  N/A

• Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  Yes

  No

  N/A

• Did employees maintain alert postures and respect the guest's presence when interacting with each other?

  Yes

  No

  N/A

• Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

  Yes

  No

  N/A

MENU AND FOOD:

• Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

  Yes

  No

  N/A

• Was there a minimum of one starter and one main course vegan option listed on the menu?

  Yes

  No

  N/A

• If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

  Yes

  No

  N/A

• Was the food presented in an appealing manner and did it directly resemble its description from the menu?

  Yes

  No

  N/A

• Was the food fresh and of good flavor?

  Yes

  No

  N/A

• Was the texture of the food appropriate?

  Yes

  No

  N/A

• Was the food cooked as requested and served at the correct temperature?

  Yes

  No

  N/A

• Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

  Yes

  No

  N/A

• Were at least two fresh juices available?

  Yes

  No

  N/A

• Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where applicable and were they of excellent quality?

  Yes

  No

  N/A

TRAY/TROLLEY LAYOUT:

• Was the room service tray/trolley clean and in good repair?

  Yes

  No

  N/A

• Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

  Yes

  No

  N/A

• Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

  Yes

  No

  N/A

• Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?

  Yes

  No

  N/A

• Were salt and pepper cruets available and if so were they clean and full?

  Yes

  No

  N/A

• Was a fresh floral or a table decoration present?

  Yes

  No

  N/A

• Was all food wrap (i.e. paper, foil, etc.) removed before entering the room?

  Yes

  No

  N/A

• Were the appropriate condiments/sauces served with the meal and were they decanted into the appropriate dishes or in miniature form?

  Yes

  No

  N/A

• Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas)?

  Yes

  No

  N/A

• In the case of breakfast was there a minimum of three different preserves available (honey is acceptable)?

  Yes

  No

  N/A