Room Service ER

Room Service offered 24 hours a day/7 days a week Room Service must be offered 24 hours a day and 7 days week Review Room Service menu or ask when Room Service is available and Mark No if any of the above is not met

Room Service order properly taken Server/attendant must: • Ask how many in party • Inform guest of the specials and/or house specialties, if applicable • Quote estimated delivery time • Repeat back complete order to guest, including any special requests and condiments mentioned by guest

Telephone - Order taker is knowledgeable and provides recommendations Associate must be knowledgeable and confident about: • Menu offerings o Be able to describe ingredients and preparation of menu items • Local/regional specialties, if present • Provide recommendations of menu items, if asked Mark No if the associate is not knowledgeable about any of the above items

Order taker makes suggestions for additional items Order taker must suggest starter/side appropriate for order/attempt to upsell additional items that will enhance the guest’s meal, e.g., side order or dessert Place order and Mark No if required procedures are not followed

In-Room Dining order taker informs guest of gratuity (CALA, EMEA, US/CAN) Mark N/A if any of the following: • The gratuity is not included on the check • Property is located in AP Order taker must inform guest that gratuity is included on the check, if applicable • It is acceptable if server informs guest of included gratuity when presenting the check Place In-Room Dining order and Mark No if required procedures are not followed

Telephone - Be nice! Use your hearts, minds and smiles to delight our guests Employee must minimally be nice, using hearts, minds and smiles to delight our guests during each interaction • Examples include: displaying a caring attitude, being helpful, acting genuine, making guests feel welcomed/comfortable Mark No if employee did not delight during interaction

Telephone - Own your guests: You are empowered to resolve guest issues Employee must minimally own your guests and take steps to resolve guest issues, including requests • Must take personal responsibility for our guests’ happiness, safety and well-being

Telephone - Take personal responsibility to be an expert in your job, hotel and community Mark N/A if interaction did not allow question Employee takes personal responsibility to be an expert in your job, hotel and community Ask Employee a general, position/interaction appropriate question during the interaction and Mark No if they are unable to answer

Telephone - Guest name used during the experience, when known

Telephone - Proactive additional assistance offered to the guest Proactive additional assistance must be offered to the guest with each interaction, examples include: • May I assist you with anything else?

Telephone - Warm and sincere closing offered, and appreciation demonstrated

Telephone - The overall experience met guest expectations and was free of negative detractors

Room Service delivered on time Timing of Room Service order must minimally be: • Delivered on time o Continental breakfast/coffee - within 15 minutes of placing order o All other orders within 30 minutes of placing order ▪ Within time quoted for resorts • Quoted accurately: o Within 5 minutes of actual delivery time o If early arrival (more than 5 minutes from quote), must call to ask for permission prior to delivery Check Room Service order and timing and Mark No if you find any of the following: • Continental breakfast/coffee delivered later than 15 minutes • Order delivered later than 30 minutes • Order delivered later than 5 minutes after quoted time (Resorts) • Order quoted more than 5 minutes of actual delivery time

Delivery - Room Delivery Announcement

Delivery - Warm welcome/greeting provided

Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Delivery - Well-groomed and professional, wearing a uniform

Server meets Grooming and Appearance standards Mark N/A if cultural or national costume must be worn on certain dates Employee must minimally meet grooming and appearance standards: • Hair: o Clean and neat • Jewelry: o Bracelet/watch - maximum 1 of either per arm ▪ Jewelry worn to raise awareness of a specific cause is not permitted ▪ Anklets or ankle bracelets are not acceptable o Decorative pins not included in uniform program are not acceptable ▪ Concierge Golden Key Pin is acceptable • Shoes o Clean, polished and in good repair Interact with employees and Mark No if you encounter or observe any employee who does not meet the above standards

Server follows correct procedures for entering guestroom Server must: • Request permission to enter room • Use door stop to keep door open during entire delivery Interact with Server and Mark No if server does not follow the required standards

erver creates dining ambiance Server must minimally: • Ask where to position table/tray or offer suggestion of positioning • Offer to position chairs and tables, if applicable • Raise and secure the leaf of the table, if applicable • Plastic wrap from items was removed prior to entering guestroom, as applicable • Remove covers from plates, if applicable If food is brought in a hot box, it is acceptable to remove covers before coming into the room Interact with server and Mark No if server does not follow required procedures

Order delivered as requested and complete Order must minimally be delivered: • As ordered o All items requested o Items prepared as requested, if applicable (e.g., steak medium-rare) • With accompaniments (e.g., sugar, bread basket) • With appropriate service items (e.g., soup spoon for soup) Specify items missing/incorrect as handwritten findings Check order and Mark No if any of the above criteria are not met

Room Service table is set properly Table/cart must be level and stable Table setting minimally must: • Be clean and in good condition • Flatware - free of tarnish/wear • Condiments served in appropriate containers (e.g., ramekins, miniature bottles) o No full-sized bottles or portion packs, except for sweeteners • Linens neat (if applicable) o A damper or pad must be placed under all table cloths • Napkins - pressed all-cotton or linen • Salt and pepper shakers are present Mark No if any of the above criteria is not met

Server presents bottled wine before serving Mark N/A if bottled wine is not ordered with meal Server must minimally: • Offer to present the wine, if bottled o Present bottle to guest o Allow guest to taste wine ▪ If approved, wine is poured without picking up wine glass Interact with server and Mark No if server does not follow required procedures

Food and beverage is visually appealing and met guest expectations for taste Food and beverage presentations must be: • Show attention to detail and visual appeal o Precise and carefully plated o Food is not presented in a way that is difficult to eat o Beverages served in appropriate glassware • Made of high quality and fresh ingredients • Adequate in portion size • Delivered at right temperature (cold/hot/warm) • Properly prepared to guest’s request (e.g., well-done, no salt) or cooked to meet the guest expectations for taste Mark No if any of the above criteria is not met

Server properly presents the check Check must be: • Accurate and complete • Presented inside a brand folder with a brand pen o Hotel-specific folders acceptable • Check presenter and check are clean and in good condition Mark No if any of the above is not met

Tray pick-up procedure explained Tray pick-up procedure must be explained: • Verbally by the server, or • On a card left on the tray or table Interact with server and Mark No if tray pick-up procedure is not explained

Be nice! Use your hearts, minds and smiles to delight our guests Employee must minimally be nice, using hearts, minds and smiles to delight our guests during each interaction • Examples include: displaying a caring attitude, being helpful, acting genuine, making guests feel welcomed/comfortable Mark No if employee did not delight during interaction

Own your guests: You are empowered to resolve guest issues Employee must minimally own your guests and take steps to resolve guest issues, including requests • Must take personal responsibility for our guests’ happiness, safety and well-being

Take personal responsibility to be an expert in your job, hotel and community Mark N/A if interaction did not allow question Employee takes personal responsibility to be an expert in your job, hotel and community Ask Employee a general, position/interaction appropriate question during the interaction and Mark No if they are unable to answer

Server owns and resolves guest's requests and opportunities immediately Mark N/A if you find any of the following: • No problem or concern was encountered Server must: • Listen actively • Empathize - Express empathy • Apologize and assume ownership • Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere resolution • Notify/Thank the guest to confirm their satisfaction

Server uses appropriate verbiage and shows genuine care and interest Server must: • Always use proper vocabulary with genuine delivery o For example: "Certainly", "My Pleasure", "Immediately", "I would be happy to", “Absolutely”, “Right away” o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”, “habibi”, “OMG”) • Engage in warm conversation to show genuine care and interest in the guest Mark No if you encounter or observe any of the above criteria not being followed

Server does not decline a request without offering alternatives Mark N/A if any of the following: • No request is made above and beyond normal services offered • Server meets request If guest makes a special request Server must: • Not just say “No” but use a polite denial, e.g., “I am afraid that we are unable to do that at this time” • Offer alternatives that may help meet the need in another way Mark No if you encounter or observe any of the following: • Alternatives not offered • Server says “No” without polite denial

Server delivered personalized service during interaction Mark N/A if opportunity for delivery of personalized service during interaction not available Server must deliver personalized service during interaction, using something the associate learned about the guest Mark No if personalized service not delivered during interaction

Server thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful Server must be: • Thoughtful • Intuitive • Demonstrate anticipatory service when appropriate and helpful Examples of acceptable anticipatory actions include: • Offering to adjust the angle of the TV so that the guest can view it while eating • Offering to store and bring back a cold dessert (e.g., ice cream) later so that it doesn’t melt during meal • Offering to refresh an amenity that has been depleted It is acceptable if server does not anticipate the "set-up" need or provide any of the examples above, as long as any need is anticipated during interaction Mark No if you encounter or observe any of the above criteria not being followed

Server provides a professional persona Server must: • Only engage in work-related conversation with other associates when guests present o Includes cell phone and radio conversations o Earpiece must be used for all radio conversations Mark No if you encounter or observe any of the above criteria not me

Delivery - Guest name used during the experience, when known

Delivery - Proactive additional assistance offered to the guest Proactive additional assistance must be offered to the guest with each interaction, examples include: • May I assist you with anything else? • Is there anything else I may do to ensure you have a pleasant stay? • Is there anything else I can get for you to help enjoy your meal?

Delivery - Warm and sincere closing offered, and appreciation demonstrated

Delivery - The overall experience met guest expectations and was free of negative detractors

Room Service ER

Go digital today!

Convert your paper checklists into digital forms

Related checklists

Room Service ER

Free Room Service ER Checklist

Go digital today!

Convert your paper checklists into digital forms

Related checklists