Friday, October 14, 2022

 

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.

 

 Hospitality Guide(For All Department information)
www.hospitalityguidebd.blogspot.com

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