Room Service ER

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

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

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

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

In-Room Dining order taker informs guest of gratuity (CALA, EMEA, US/CAN)<br>Mark N/A if any of the following:<br>• The gratuity is not included on the check<br>• Property is located in AP<br>Order taker must inform guest that gratuity is included on the check, if applicable<br>• It is acceptable if server informs guest of included gratuity when presenting the check<br>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<br>Employee must minimally be nice, using hearts, minds and smiles to delight our guests during each <br>interaction<br>• Examples include: displaying a caring attitude, being helpful, acting genuine, making guests feel <br>welcomed/comfortable<br>Mark No if employee did not delight during interaction

Telephone - Own your guests: You are empowered to resolve guest issues<br>Employee must minimally own your guests and take steps to resolve guest issues, including requests<br>• 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<br>Mark N/A if interaction did not allow question<br>Employee takes personal responsibility to be an expert in your job, hotel and community<br>Ask Employee a general, position/interaction appropriate question during the interaction and Mark No if <br>they are unable to answer

Telephone - Guest name used during the experience, when known

Telephone - Proactive additional assistance offered to the guest<br>Proactive additional assistance must be offered to the guest with each interaction, examples include:<br>• 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 <br>detractors

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

Delivery - Well-groomed and professional, wearing a uniform

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

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

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

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

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

Server presents bottled wine before serving<br>Mark N/A if bottled wine is not ordered with meal<br>Server must minimally:<br>• Offer to present the wine, if bottled <br>o Present bottle to guest<br>o Allow guest to taste wine <br>▪ If approved, wine is poured without picking up wine glass<br>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<br>Food and beverage presentations must be:<br>• Show attention to detail and visual appeal <br>o Precise and carefully plated<br>o Food is not presented in a way that is difficult to eat<br>o Beverages served in appropriate glassware<br>• Made of high quality and fresh ingredients<br>• Adequate in portion size<br>• Delivered at right temperature (cold/hot/warm)<br>• Properly prepared to guest’s request (e.g., well-done, no salt) or cooked to meet the guest <br>expectations for taste<br>Mark No if any of the above criteria is not met

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

Tray pick-up procedure explained<br>Tray pick-up procedure must be explained:<br>• Verbally by the server, or<br>• On a card left on the tray or table<br>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<br>Employee must minimally be nice, using hearts, minds and smiles to delight our guests during each <br>interaction<br>• Examples include: displaying a caring attitude, being helpful, acting genuine, making guests feel <br>welcomed/comfortable<br>Mark No if employee did not delight during interaction

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

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

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

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

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

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

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

Server provides a professional persona<br>Server must: • Only engage in work-related conversation with other associates when guests present <br>o Includes cell phone and radio conversations<br>o Earpiece must be used for all radio conversations<br>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<br>Proactive additional assistance must be offered to the guest with each interaction, examples include:<br>• May I assist you with anything else?<br>• Is there anything else I may do to ensure you have a pleasant stay?<br>• 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 <br>detractors