Room Service Order Taker Audit checklist.

• Room Service was available 24 X 7.

• Order taker answered the phone within 3 rings.

• Phone answered with a warm and sincere greeting of the day. 

• Room number, name and the number of guests partaking was verified.

• The guest name was used at least one time during the conversation.

• Permission asked to place call on hold, and order taker waited for the response.

• Placed on hold for less than 30 seconds, thanks to 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 an 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.