Room Service Order Delivery Service Standard checklist

• Tea & Coffee service was available 24 X 7 and delivered within 10 to 15 minutes.

• Order was delivered at time quoted by order taker, in case of any delay then the same was informed to the guest with an apology.

• Food was delivered Not earlier or later than 5 minutes before/after time quoted.

• Server spoke first and extended a warm greeting.

• Guest name used at least one time during delivery process.

• Morning newspaper was delivered with breakfast in case not yet collected by the guest.

• Server asked where guest would like to enjoy meal, suggestions offered if guest was uncertain.

• Server set up order and removed plastic wraps, caps and plate covers.

• Hot food was served hot, cold food was served cold.

• Food items tasted and looked fresh, Also prepared to requested order.

• Presentation of food was appealing, attractive and portions were adequate, consistent.

• Beverages served as requested and served at correct temperature.

• Beverages were well prepared, fresh, and garnished.

• Server introduced each item ordered and Server offered to pour beverages.

• Server was skilled at presenting, opening, and serving wine.

• Server engaged guest in light conversation and inquired about their experience at the hotel while setting up the order.

• Guest was advised of the actual time that the order would be delivered, 20 minutes for breakfast and 30 minutes for lunch and dinner.

• All ordered items were present along with appropriate condiments and tableware.

• Server was able to answer basic questions about the hotel services, facilities and operating hours of restaurants.

• Server addressed further needs and asked if anything else was required.

• Check neatly presented in a clean folder with a hotel/restaurant pen.

• Check accurately totalled, properly itemized, no missing items.

• If called for, room service order is removed within 15 minutes.

• During tray/table removal, server asked if guest enjoyed their meal.

• During tray/table removal, used and dirty dining tables/trays were removed from the corridor immediately.

• The server was well groomed, uniformed, name tag was present.

• Staff did not eat, drink, smoke or chew gum.

• The speed of service adapted to the environment and the needs of the guest.

• Server was the last one to speak and guest was thanked.