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.
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