Title Page
-
Site conducted
-
Conducted on
-
Server
Order Taking
-
Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or in the case of digital communication, responded to within 3 minutes?
-
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?
-
Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?
-
Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?
-
Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?
-
If special dietary requirements were provided at any point during stay, were they automatically acknowledged?
-
Did the employee accommodate any reasonable off menu requests?
-
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?
-
Did the employee ascertain the number of people dining?
-
Did the employee repeat the order either during or at the end of the call?
-
Did the employee advise delivery time?
-
In the case of digital orders (e.g. tablet, via television, etc.) was the facility easy to use and was the correct order delivered on time?
Sales
-
Did the order taker suggest a starter and/or side order that was appropriate to the order?
-
Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal?
-
Was local mineral water or hotel filtered bottled water promoted?
-
Did the order taker suggest dessert with the meal?
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?
-
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 asking to enter the room?
-
Did the employee ask/suggest where the guest would like the tray/trolley to be placed?
-
Did the employee secure the table leaf and set the table?
-
Did the employee position the chairs accordingly?
-
Did the employee offer to pour the beverages, remove the cloche/s and stancap/s as applicable?
-
Did the employee confirm the order and was it correct and complete?
-
Did the employee inform the guest of tray/trolley collection procedures or was a tray removal card present?
-
Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that was in good condition?
-
Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
-
If tray/trolley removal was requested, was it collected within 10 minutes for urban hotels and 15 minutes for resort hotels?
Menu and Food
-
Was the menu/wine list clean, in good repair, grammatically correct and easy to read?
-
Were at least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?
-
Was the food presented in an appealing manner and did it directly resemble its description from the menu?
-
Was the food fresh and of good flavor?
-
Was the texture of the food appropriate?
-
Was the food cooked as requested and served at the correct temperature?
-
Was the option of locally sourced/sustainably certified fish stated on the menu or advised by an employee?
-
Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)?
-
Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
-
Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised by the employee?
-
Were at least two fresh juices available?
-
Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where applicable and were they of excellent quality?
Tray / Trolley Layout
-
Was the room service tray/trolley clean and in good repair?
-
Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?
-
Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
-
Were all food and beverages free of single-use plastic?
-
Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?
-
If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)?
-
Were salt and pepper cruets available and if so, were they clean and full?
-
Was a fresh floral or a table decoration present?
-
Was all food covered with a cloche and/or some form of covering?
-
Were the appropriate condiments/sauces served with the meal and were they decanted into the appropriate dishes or in miniature form?
-
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) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?
-
In the case of breakfast was there a minimum of three different preserves available (honey is acceptable) and were they served in appropriate containers (i.e. not sachet/blister packs)?
Emotional Intelligence
-
Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
-
Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
-
Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
-
Did the employee use the guest’s name naturally and discreetly without overusing it?
-
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 the other hotel facilities or immediately offer to find out the information required?
-
Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
-
Did the employee adapt to a changing situation and/or guest’s need?
-
Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
-
Did an employee personalize the interaction in any way and engage the guest as an individual?
-
Did employees collaborate seamlessly to ensure service was organized and professional needs/opportunities of the guest?
-
Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
-
Did employees maintain alert postures and respect the guest’s presence when interacting with each other?
-
Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?