IVD Service

Telephone conversation is calm and clear

Where applicable, the phone is answered within 3 rings and a greeting is extended.

Staff is highly articulate and avoids slang and excessive use of phrasefragments

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

Staff readily smiles and maintains an engaging expression

Staff makes eye contact and keeps focus on the guest

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

Ordertaker inquires about dietary restrictions, preferences or allergies prior to taking the order or proactively acknowledges these if previously made known

Ordertaker inquires about the number of guests dining

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

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

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

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

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

Staff closes interactions with polite, appropriate remarks

All staff encountered are wearing clean and well-fitted uniforms

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

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

Staff does not decline any request without offering appropriate alternatives

Menu includes at least two high quality health-conscious beverages

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

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

Menu and check presenter are in pristine condition, free of any damage. Menu is current and grammatically correct

Ordertaker can helpfully discuss details of foods and beverages

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

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

Should the order not fall within the range, the guest is contacted and confirmed with the updated delivery time.

The bell is rung, or the door is knocked a maximum of 3 times, the department name is announced, and a pause is held for at least 5 seconds.

If the guest does not answer or the Do Not Disturb is indicated, the guest is called.

When the guest answers the door, they are greeted by name, a smile, eye contact, and a request to enter the room.

Once the guest agrees, the door is held open, and the room is entered into carefully.

A location where the guest would like to enjoy the meal is suggested and comfortable seating arrangements are offered. For breakfast service, an offer to open the curtains is extended.

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

If in-room service is provided, beverages are opened and poured in the room

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

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

Food presentation is precise and carefully plated

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

Foods and beverages are fresh and use high quality ingredients

Foods are flavorful and well-seasoned/balanced

Portions are appropriate

Cooking is executed properly and as requested

All ordered items are accurately served and introduced with the removal of their covers and the identification of any accompaniments.

Condiments are elegantly presented

Satisfaction and accuracy of order is ensured

An accurate check for guest signature is extended with a branded pen and in a designated presenter, with an indication that gratuity has been added for convenience. A copy of guest check is available.

The guest is thanked by name and wished a pleasant meal.

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

Coffee and tea service is presented in a refined manner

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

Linen should reach to a level one inch from the floor and cover unsightly parts of the trolley.

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

Serviceware is completely clean and hygienic in appearance

Serviceware is in excellent condition, free of damage or wear

Serviceware is of excellent quality and cohesive in appearance

All proper cutlery is provided

Removal of soiled dishes occurs within 12 minutes of the guest request or within five minutes of the pre-arranged time

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