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.