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