Audit checklist for Room Service / IRD cleanliness and condition.
As a hotel guest, room service is one of the most convenient amenities available. However, it is essential for hotels to ensure that their room service operations are up to par with guests’ expectations. This is where an audit of room service comes in.
An audit of room service involves evaluating the quality of the food, the time it takes to deliver the food to the guest’s room, and the level of customer service provided by room service staff. The audit can be conducted by mystery shoppers or hotel staff, and the results can be used to improve the quality of room service.
During the audit, the food is evaluated based on its taste, presentation, and temperature. The time it takes to deliver the food is also measured, and staff is evaluated based on their friendliness, attentiveness, and knowledge of the menu.
When auditing room service cleanliness and condition in a hotel, it’s important to consider various aspects to ensure a positive experience for guests. Here’s a checklist that can be used to audit room service cleanliness and condition:
- Order Accuracy:
- Verify that the items delivered match the guest’s order.
- Check for any missing items or incorrect dishes.
- Assess the presentation of the food and beverages. It should be appealing and well-arranged.
- Ensure that the food is served at the appropriate temperature.
- Cleanliness of Utensils and Tableware:
- Inspect the cleanliness of plates, cutlery, glasses, and other tableware.
- Ensure that items are spotless and free from any stains or residue.
- Hygiene Practices:
- Verify that staff members delivering the room service adhere to proper hygiene practices, such as wearing gloves and using clean trays.
- Check if the packaging is secure and intact.
- Assess the punctuality of the room service delivery. The food should be delivered within the estimated time frame.
- Check for any delays and note the reasons if applicable.
- Order Completeness:
- Ensure that all ordered condiments, napkins, and utensils are included.
- Confirm that any special requests or dietary preferences have been accommodated.
- Room Setup:
- Check if the room service setup is organized and neat.
- Ensure that the table is properly set with appropriate condiments and utensils.
- Waste Disposal:
- Verify that waste, such as packaging and leftover food, is properly disposed of.
- Check for cleanliness in the area where the food was consumed.
- Customer Feedback:
- Review any feedback or comments from guests regarding room service.
- Use guest reviews to identify areas for improvement.
- Staff Interaction:
- Assess the professionalism and friendliness of staff during the room service delivery.
- Ensure that staff members are attentive to guest needs and provide assistance as required.
- Menu Availability:
- Confirm that the room service menu is up-to-date and accurate.
- Check for any discrepancies between the menu and the items offered.
- Billing Accuracy:
- Verify the accuracy of the bill and ensure that it reflects the items delivered.
- Check for any additional charges or discrepancies.
- Other Audit Points:
- Trolley tables and trays were without any dust and dust buildup.
- Trolley tables and trays were sturdy, not damaged, and not soiled.
- All Linens and napkins used were not soiled and neatly folded.
- All Paper and plastic products were free of spots and not damaged.
- China and glassware were free of spots and smudges.
- All China, glassware and flatware were free of chips, cracks, and scratches.
- Condiment containers were free of debris, and spots and were full.
- All Service items like pots, buckets, plate covers, hot boxes, etc. were not soiled or damaged.
- The door knob menu was present, accurate, and in good condition.
- The Mini Bar / Mini Fridge Unit was fully stocked and neatly organized upon arrival.
- The mini bar was free of stains and spills.
- No water leakage or ice build-up on the mini fridge freezer.
- Products were fresh and sealed, not out of date.
- Up to date Mini Bar Price list was present.
- Clean glassware and supplies were restocked daily.
Overall, an audit of room service is a crucial step in ensuring that hotel guests have a positive experience and are satisfied with their stay. By continuously monitoring and improving room service operations, hotels can keep guests coming back and recommending their establishment to others.