Room Service Order Taker Audit checklist.
Room Service was available 24 X 7.
Order taker answered phone within 3 rings.
Phone answered with an warm and sincere greeting of the day.
Room number, name and the number of guests partaking was verified.
Guest name was used at least one time during the conversation.
Permission asked to place call on hold, and order taker waited for response.
Placed on hold for less than 30 seconds, thanks extended for holding.
Minimal background noise, interruptions was heard while ordering.
Order taker was pleasant, not impatient or mechanical.
Order taker was able to recommend items and any daily specials or promotions.
Order taker was knowledgeable of menu items and preparation, particularly of vegetarian dishes and any food items that may contain common allergens.
Order taker was knowledgeable of bottled wines and wine by the glass.
Order taker was aware of unavailable items and offered alternative.
Special requests were met with an everything is possible attitude.
Additional menu items were offered (Juice, wine, dessert etc.) to go along with meal.
Order taker anticipated guest’s needs and asked relevant questions.
Order taker spoke clearly and used full sentences.
Order was repeated to ensure accuracy, offered additional items before quoting delivery time.
Guest was advised of the actual time that the order would be delivered, 20 minutes for breakfast and 30 minutes for lunch and dinner.
Order taker was the last one to speak (kind comment, etc.).
The speed of service adapted to the environment and the needs of the guest.