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.