LH2025-AUDIT-IN-ROOM DINING–EMPLOYEE ASSESSMENT AUDIT CHEKLIST

• Auditor Name

• Employee Being Audited

• Department

• Conducted on

  Date
• Property Name
  Address

ORDER TAKING

• 1. Is the employee answering the telephone within 3 rings or 10 seconds with an appropriate greeting?

  Yes

  No

  N/A

• 2. Is the employee asking permission before putting the caller on hold, ensuring the hold time does not exceed 30 seconds, or offering a call-back option?

  Yes

  No

  N/A

• 3. Is the employee ensuring the background is free of noise or disturbances that could disrupt the conversation?

  Yes

  No

  N/A

• 4. Is the employee able to answer questions about the menu and its ingredients confidently?

  Yes

  No

  N/A

• 5. Is the employee obtaining a full and complete order, including cooking instructions and accompaniments?

  Yes

  No

  N/A

• 6. Is the employee accommodating any reasonable off-menu requests?

  Yes

  No

  N/A

• 7. Is the employee offering the option of serving hot/cold desserts after the main course when applicable?

  Yes

  No

  N/A

• 8. Is the employee confirming the number of people dining?

  Yes

  No

  N/A

• 9. Is the employee repeating the order during or at the end of the call?

  Yes

  No

  N/A

• 10. Is the employee advising the guest of the expected delivery time?

  Yes

  No

  N/A

• 11. Is the employee suggesting a starter or side order that complements the guest’s meal?

  Yes

  No

  N/A

• 12. Is the employee offering beverages such as wine, beer, soft drinks, or coffee with the meal?

  Yes

  No

  N/A

• 13. Is the employee suggesting dessert as an option with the meal?

  Yes

  No

  N/A

SERVICE

• 14. Is the employee ensuring the order is served within the standard time frame? (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)

  Yes

  No

  N/A

• 15. Is the employee delivering the order within 5 minutes of the promised time if an estimated delivery time was given?

  Yes

  No

  N/A

• 16. Is the employee knocking/ringing the doorbell, waiting 10 seconds, and then knocking/ringing again while announcing their department before entering?

  Yes

  No

  N/A

• 17. Is the employee asking where the guest would like the tray/trolley to be placed?

  Yes

  No

  N/A

• 18. Is the employee making an effort to ensure the guest is comfortable?

  Yes

  No

  N/A

• 19. Is the employee offering to pour beverages, remove cloches, and set up the meal properly?

  Yes

  No

  N/A

• 20. Is the employee confirming the order with the guest and ensuring it is correct and complete?

  Yes

  No

  N/A

• 21. Is the employee presenting a clearly itemized and correct bill promptly and collecting it efficiently?

  Yes

  No

  N/A

• 22. Is the employee offering a sincere farewell and showing appreciation at the end of the service?

  Yes

  No

  N/A

• 23. If tray/trolley removal was requested, is the employee ensuring it is collected within 10 minutes for urban hotels and 15 minutes for resort hotels?

  Yes

  No

  N/A

BEHAVIORAL STANDARDS

• 24. Is the employee well-groomed and neatly presented in a clean, well-fitted uniform, and if applicable, wearing a name badge?

  Yes

  No

  N/A

• 25. Is the employee speaking clearly and using adequate English to be fully understood?

  Yes

  No

  N/A

• 26. Is the employee engaging in a well-paced, natural (non-scripted, jargon/slang-free), friendly, and interested manner?

  Yes

  No

  N/A

• 27. Is the employee using the guest’s name naturally and discreetly without overusing it?

  Yes

  No

  N/A

• 28. Is the employee displaying a high level of confidence while carrying out their duties?

  Yes

  No

  N/A

• 29. Is the employee able to confidently answer questions about other hotel facilities or immediately find out the required information?

  Yes

  No

  N/A

• 30. Is the employee providing anticipatory/intuitive service and adapting to meet the guest’s needs without requiring the guest to request service?

  Yes

  No

  N/A

• 31. Is the employee making every effort to meet the guest’s requests or offering suitable alternatives when needed?

  Yes

  No

  N/A

• 32. Is the employee personalizing the interaction and engaging the guest as an individual?

  Yes

  No

  N/A

• 33. Is the employee collaborating seamlessly with colleagues to ensure service is organized and professional without being intrusive or repetitive?

  Yes

  No

  N/A

• 34. Is the employee actively listening, avoiding interruptions, and ensuring the guest does not have to repeat themselves?

  Yes

  No

  N/A

• 35. Is the employee maintaining an alert posture and showing respect to the guest’s presence when interacting with colleagues?

  Yes

  No

  N/A

• 36. Where applicable, is the employee displaying self-control and empathy in challenging interactions and offering a suitable alternative or resolution?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A