LQA AUDIT In Room Dining Order Taking

IRD. 001 - Efficiency - Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

IRD. 002 - Efficiency - 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?

IRD. 003 - Service - Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?

IRD. 004 - Efficiency - Was the employee able to answer any questions with regard to the menu and its ingredients?

IRD. 005 - Services - Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

IRD. 006 - Services - Did the employee accommodate any reasonable off menu requests?

RD. 007 - Service - 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?

IRD. 008 - Efficiency - Did the employee ascertain the number of people dining?

IRD. 009 - Efficiency - Did the employee repeat the order either during or at the end of the call?

IRD. 010 - Service - Did the employee advise delivery time?

IRD. 011 - Service - In the case of digital orders (e.g. iPad, via television, etc.) was the facility easy to use and was the correct order delivered on time?

IRD. 012 - Sales Opportunity - Did the order taker suggest a starter and/or side order that was appropriate to the order?

IRD. 013 - Sales Opportunity - Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal?

IRD. 014 - Sales Opportunity - Did the order taker suggest dessert with the meal?

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

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