Title Page
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Talent Names
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Conducted on
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Prepared by
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Room Number
Room Service Standard
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Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in the case of digital communication, was a response received within 3 minutes?
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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?
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Was the background free of any noise or disturbances (i.e. makes the conversation difcult to hear or causes a distraction)?
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" Did the employee use the guest's name naturally and discreetly without overusing it?"
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Telephone conversation is calm and clear
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
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Staff readily smiles and maintains an engaging expression
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Staff makes eye contact and keeps focus on the guest
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Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful
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Ordertaker inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known
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If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal
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It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them
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Cross-departmental channels of communication among staff are consistent and complete
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Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
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Staff closes interactions with polite, appropriate remarks
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All staff encountered are wearing clean and well-fitted uniforms
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Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
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Staff maintains alert posture and behaves professionally in view of the guest
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Staff does not decline any request without offering appropriate alternatives
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Menu includes at least two high quality health-conscious beverages
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Menu offers a variety of nutritionally focused options; dietary restrictions are considered
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Menu provides an exceptional variety, including conceptdriven specialty dishes
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Ordertaker can helpfully discuss details of foods and beverages
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Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later Delivery Stage
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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 asking to enter the room?
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Did the employee use the guest's name naturally and discreetly without overusing it?
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Lunch and dinner are served within 30 minutes; breakfast is served within 25 minutes
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Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged
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If in-room service is provided, beverages are opened and poured in the room
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If in-room service is provided, wine by the glass is presented in a bottle and poured in the room
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If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable
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Food presentation is precise and carefully plated
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Hot foods and beverages are hot when served; frozen items are firm at the time of consumption
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Foods and beverages are fresh and use high quality ingredients
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Foods are flavorful and well-seasoned/balanced
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Portions are appropriate
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Cooking is executed properly and as requested
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All ordered items are accurately served
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Condiments are elegantly presented
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It is possible to receive a selection of specialty coffees and teas at any time
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Coffee and tea service is presented in a refined manner
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Tray or in-room dining cart is in excellent condition and completely clean
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Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed
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Serviceware is in excellent condition, completely clean and hygienic in appearance
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Serviceware is of excellent quality and cohesive in appearance
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All proper cutlery is provided
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Did the employee confrm the order and was it correct and complete?
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Removal of soiled dishes occurs within 10 minutes or within five minutes of the pre-arranged time
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When collecting the dishes, staff returns the room to its original appearance
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The service is handled without excessive delays or interruptions
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Menu offerings include sustainably sourced options
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Efforts are made to reduce single-use plastic *
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Did the employee adapt to a changing situation and/or guest's need?
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Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
Additional Information
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Comments & Percentage
