Information
-
Audit Conducted By
-
Conducted on
-
Prepared by
Hotel Operator/Order Taker
-
Enter Associates Name
-
Telephone - the order taker answered the phone within three rings
-
Telephone - the order taker answered the phone using a warm verbal greeting, using his/her name
-
Telephone - the associate politely asked to place the guest on hold
-
Telephone - the guests name, room number, and number of guests being served is verified
-
Telephone - the room service order was properly taken<br>(Estimated delivery time quoted, complete order repeated back to guest)
-
Telephone - the associate conversed in an efficient, yet unhurried manner, being sensitive to the manner of the guest
-
Telephone - the associate was knowledgeable about menu offerings (ingredients and preparations)
-
Telephone - the associate used the guest name during the interaction
-
Telephone - the associate offered further assistance to the guest by asking a specific question related to the interaction (recommendation)
-
Telephone - the associate offered a warm and sincere closing, thanking the guest
Room Service Delivery
-
Enter Associates Name
-
Delivery - room service order was accurate and delivered within 45 minutes
-
Delivery - Announcement meets standard (in view, knock 3 times, identify dept., use guest name only in the room)
-
Delivery - Server asked permission before entering the room
-
Delivery - the associate followed the 15/5 rule
-
Delivery - the associate placed the tray/table as directed by the guest
-
Delivery - the server was conversant during set-up and delivery
-
Delivery - the tray/table removal process was explained and executed properly (within 4 hours)
-
Delivery - the check was presented in a check cover and accompanied by a Marriott pen
-
Delivery - the associate maintained good posture, eye contact, and smiled throughout the interaction
-
Delivery - the associate appeared well-groomed and professional, wearing a proper uniform and name tag
-
Delivery - the server provided a warm and sincere closing, thanking the guest
-
The overall experience met guest expectations and was free of negative detractors
-
Food contents and plate presentation meets standard (appropriate temperature, service ware)
-
Door knob breakfast menu is available in room
-
Room Service Menus available
Hotel General
-
Enter Associate Name
-
Problem Resolution - associate followed the 15/5 rule
-
Problem Resolution - associates used the guest name during interaction, when known
-
Problem Resolution - the associate maintained good posture, eye contact, and smiled throughout the interaction
-
Problem Resolution - the associate appeared well-groomed and professional, wearing a proper uniform and name tag
-
Problem Resolution - the associate applied the L.E.A.R.N. model during problem resolution - Listen
-
Problem Resolution - the associate applied the L.E.A.R.N. model during problem resolution - Empathize
-
Problem Resolution - the associate applied the L.E.A.R.N. model during problem resolution - Apologize
-
Problem Resolution - the associate applied the L.E.A.R.N. model during problem resolution - Respond and Notify
-
Problem Resolution - associate took ownership of the problem
-
Problem Resolution - the overall experience met guest expectations and was free of negative detractors
-
General - Associate followed the 15/5 rule
-
General - Associate followed the 15/5 rule
-
General - Associate followed the 15/5 rule
-
General - All non-management associates uniforms meet standards
-
General - All name tags meet standard
