Title Page
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Conducted on
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Prepared by
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Location
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Telephone - Telephone etiquette meets standard
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Telephone – Warm welcome/greeting provided
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Telephone - Guest name used during the experience, when known
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In-Room/Private Dining order properly taken
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Ask how many in party
Inform guest of the specials and/or house specialties, if applicable
Be able to describe ingredients and preparation of menu items
Provide recommendations of menu items, if asked
Quote estimated delivery time
Repeat back complete order to guest, including any special requests and condiments mentioned by guest -
In-Room/Private Dining order taker makes suggestions/upsells additional items
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In-Room Dining order taker informs guest of gratuity
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The Ritz-Carlton Cake is listed on menu or offered
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listed on menu or verbally offered
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Telephone - Further assistance offered to the guest
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Telephone - Warm and sincere closing offered and appreciation demonstrated
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Telephone - The overall experience met guest expectations and was free of negative detractors
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In-Room/Private Dining delivered on time
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- continental breakfast/coffee within 15 minutes
- all other orders within 25 minutes
- delivered within 5 minutes of quoted time -
Delivery - Room delivery announcement meets standard
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Server follows correct procedures for entering guestroom
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request permission, use door stop to keep door open, bring newspaper in with breakfast if outside door
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Server creates dining ambiance
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ask where to place table, opens leaf of the table, remove plastic wrap, removes covers from plates
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In-Room/Private Dining order delivered as ordered and complete
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Tray pick-up procedure explained
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on tent card or verbally
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In-Room/Private Dining table enlivens the senses
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Server properly presents the check
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Food is designed to be visually appealing
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Food and beverages were properly prepared and met guest expectations for taste
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high quality ingredients, at right temperature, as per guest preference
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Food and beverages were properly prepared and met guest expectations for taste
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within 2 hours, within 15 minutes upon call
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In-Room Dining Children's menu meets standard
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1 gluten free item, items made with organic/hormone free/preservatives free ingredients, 5 healthy options
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Server owns and resolves guest's requests and opportunities immediately
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Delivery - Warm welcome/greeting provided
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Server provides a warm welcome (Three Steps of Service)
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Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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Server uses appropriate verbiage and shows genuine concern
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Server does not decline a request without offering alternatives
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Server is "On Stage"
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Delivery - Well-groomed and professional, wearing a uniform
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Server takes pride in and care of personal appearance
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Delivery - Guest name used during the experience, when known
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Server anticipates need(s) (Three Steps of Service)
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Delivery - Further assistance offered to the guest
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Delivery - Warm and sincere closing offered and appreciation demonstrated
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Server provides a fond farewell (Three Steps of Service)
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Server enhances emotional engagement (positive)
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Server enhances emotional engagement (negative)
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Delivery - The overall experience met guest expectations and was free of negative detractors
