Title Page
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Name
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Auditor's Name
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Date
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Location
Server
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INSTRUCTIONS
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1. Please answer "Compliant," "Non-Compliant," or "N/A" on the questions below.
2. Add photos and notes by clicking on the paperclip icon.
3. To add a Corrective Action click on the paperclip icon then "Add Action," provide a description, assign to a member, set priority, and due date.
4. Complete audit by providing digital signature.
5. Share your report by exporting as PDF, Word, Excel or Web Link.
1. Table/Tray set-up
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IRD Captain/Server sets up table/tray based on meal ordered. Tables/Trays must be set as per standard, ensuring appropriate condiments are placed on the table.
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Place order ticket under table cloth in the corner. This will be used to identify the table/tray after it has been picked-up.
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China, decor items, glassware, linens, silverware, check, table and tray must be in pristine condition:<br><br>• Be surgically clean<br>• Napkins are clean and folded in an elegant manner<br>• No water marks on glassware or silverware<br>• No chipped edges on China<br>• No frays or holes on linens<br>• Check Presenter is clean<br>• Silverware is appropriate for the food ordered (steak knives, soup spoons, etc.)<br>• Sugar packets are clean, dry and in order from smaller to bigger<br>• A live flower/plant must be present
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Food and beverage must be served at the correct temperature.<br><br>• The server should place the cold food and beverages on the table/tray before the hot items.<br>• Remember to keep all hot food hot (in warmer) and cold food cold (on table or bed of ice- if needed).
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The guest must receive a correct and accurate check.<br><br>• The server ensures the check is correct (room number and guest’s last name) and the items charged are accurate.
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Servers must be aware of quoted delivery time. When the order is delayed, the Order Taker will immediately call the guest to apologize and inform about the new time.
2. Delivery
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The order arrives within 5 minutes of time quoted by Order Taker.
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On arrival to the guest room and before entering the room, the server checks the tray/table.<br><br>• Items transported in the Hot Box are removed and placed on the tray prior to knocking on the door.<br>• All plastic wrap is removed before entering the room.<br>• All beverages must be covered by Stan cap.<br>• The hot box cannot enter the guest’s room.
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The server follows appropriate procedure to enter the room:<br><br>• Knocks three times and repeat until response is given in 10 seconds intervals. If there is no response, the server contacts IRD so Order Taker can contact the guest by phone.<br>• If there is a DND sign outside the room, the server contacts Order Taker and waits for further instructions.<br>• Announces, “Good (morning, afternoon or evening) Room Service” when knocking.<br>• Guest answers the door: Server makes eye contact, smiles then greets the guest, makes introduction, and asks if they may enter your room. “Good morning/afternoon/evening Mr. Jones, My name is _________, may I enter?”
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Use door stop when entering into and out of the room; leave door ajar.
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The server says: “For your convenience, I can place your table / tray (Pick a desired location)
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Per the guest’s direction, the server places the table or tray in the guest’s desired place.
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The table is set in a way that no re-arrangement is needed by the guest and can comfortably reach all items. The table is set in a way that provides “restaurant experience”.
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If necessary, the server says to the guest: “Can I please bring a chair to the table, so you can enjoy your meal more comfortably?”
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The server says: <br><br>“Can I invite you to have a seat?” and helps guest to be seated.
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The server acknowledges any special occasion the guest is celebrating.
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The server engages the guest in some light positive conversation regarding the hotel. The server says: <br><br>“Mr. or Mrs. (use guest’s last name) is this your first time staying with us at the Boca Resort? Are you enjoying your stay with us thus far?”
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The server presents the food.<br><br>• Review order with guest by taking cover off each item.<br>• Acknowledges any ingredients, local origin, etc.<br>• Confirms special cooking/preparation instructions (e.g. dressing on side, no sauce), if applicable<br>• Cooking (e.g. medium-rare), if applicable<br>• Always offer to: Remove plate covers (return them back to the IRD service area).
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Beverages are presented. The server will say: “can I pour your beverage?” <br><br>• At breakfast, the server offers to pour coffee for the guest<br>• For dinner, the server offers to serve beverages. Wine by the glass is presented in a bottle and poured in the room
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The server will give now give Plus 1 Service: The server anticipates guest’s needs. The server will say: “Can I (the server offers one or more of the examples below)?"<br><br>• Open the curtains if closed, to insure proper lighting ambiance. <br>• Remove trays or plates from previous meals or amenities<br>• Offering to fill ice bucket<br>• Bring the TV remote control to the guest<br>• Empty the trash can
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The server presents the check to guest.<br><br>• Checks are presented face up in the check presenter, accompanied by a hotel logo pen.
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The server then proceeds to hand the check book holder to the guest and asks the guest; <br><br>“Please sign a copy of the check and the other copy is for you, to keep for your records.“
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The server explains the tray retrieval procedures:<br><br>“Mr. or Mrs.: Guest name, for your convenience, once you’ve finished your (breakfast, lunch or dinner), please call In Room Dining and we will be happy to come back and retrieve your table or tray.”
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The server anticipates guest’s needs prior to departure. Some examples:<br><br>• "Mr. Smith, may I place your do not disturb sign on your door for you?"<br>• "Do you require directions to any of our amenities or attractions?"<br>• "By the way, thank you for being a Hilton Honors member (If applicable).”
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The last final part of the conversation with the guest should be: “Mr. or Mrs.: Guest name is there anything else I can assist you with at this time?”
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The server then tells the guest – with a smile and eye contact <br><br>“Thank you very much and have a nice day”. <br><br>Then exits the room.
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Trays are removed promptly (within 10 minutes of request for removal).
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If guests do not request tray retrieval, the server should follow up every hour (prior to 9pm).
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Service is handled without excessive delays or interruptions.
Completion and Sign-Off
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Passed or Failed?
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Manager's Name and Signature
