LQA AUDIT In Room Dining

IRD. 015 - Efficiency - 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).

IRD. 016 - Efficiency - If an estimated delivery time was given, was the order served within 5 minutes of the stated time?

IRD. 017 - Service - 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?

IRD. 018 - Service - If a newspaper was on the door did the employee bring it in with the tray?

IRD. 019 - Service - Did the employee ask where the guest would like the tray/trolley to be placed?

IRD. 020 - Service - Did the employee secure the table leaf and set the table?

IRD. 021 - Service - Did the employee position the chairs accordingly?

IRD. 022 - Service - Did the employee make every effort to ensure the guest was comfortable?

IRD. 023 - Service - Did the employee offer to pour the beverages, remove the cloche/s and stancap/s as applicable?

IRD. 024 - Efficiency - Did the employee confirm the order and was it correct and complete?

IRD. 025 - Service - Did the employee inform the guest of tray/trolley collection procedures or was a tray removal card present?

IRD. 026 - Efficiency - Was the bill clearly itemized and correct and was it promptly presented and collected?

IRD. 027 - Service - Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

IRD. 028 - Efficiency - If tray/trolley removal was requested, was it collected within 10 minutes for urban hotels and 15 minutes for resort hotels?

IRD. 029 - Emotional Intelligence - Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

IRD. 030 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?

IRD. 031 - Emotional Intelligence - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

IRD. 032 - Emotional Intelligence - Did the employee use the guest's name naturally and discreetly without overusing it?

IRD. 033 - Emotional Intelligence - Did the employee display a high level of confidence when carrying out his/her duties?

IRD. 034 - Emotional Intelligence - Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

IRD. 035 - Emotional Intelligence - Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

IRD. 036 - Emotional Intelligence - Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

IRD. 037 - Emotional Intelligence - Did an employee personalize the interaction in any way and engage the guest as an individual?

IRD. 038 - Emotional Intelligence - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

IRD. 039 - Emotional Intelligence - Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

IRD. 040 - Emotional Intelligence - Did employees maintain alert postures and respect the guest's presence when interacting with each other?

IRD. 041 - Emotional Intelligence - Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

IRD. 042 - Product - Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

IRD. 043 - Product - If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

IRD. 044 - Food - Was the food presented in an appealing manner and did it directly resemble its description from the menu?

IRD. 045 - Food - Was the food fresh and of good flavor?

IRD. 046 - Food - Was the texture of the food appropriate?

IRD. 047 - Food - Was the food cooked as requested and served at the correct temperature?

IRD. 048 - Food - Were portions of acceptable/generous size?

IRD. 049 - Food - Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

IRD. 050 - Food - Were at least two fresh juices available?

IRD. 051 - Food - Were breads/bakery items of excellent quality?

IRD. 052 - Product - Was the room service tray/trolley clean and in good repair?

IRD. 053 - Product - Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

IRD. 054 - Product - Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

IRD. 055 - Food - Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?

IRD. 056 - Product - Were salt and pepper cruets available and if so were they clean and full?

IRD. 057 - Product - Was a fresh floral/table decoration present?

IRD. 058 - Service - Was all plastic/paper/foil wrapping removed before entering the room?

IRD. 059 - Service - Were the appropriate condiments/sauces served with the meal and were they decanted into the appropriate dishes or in miniature form?

IRD. 060 - Service - Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

IRD. 061 - Product - In the case of breakfast was there a minimum of three different preserves available (honey is acceptable)?

In Room Dining - My primary emotion was:<br>