Room Service - Excellent Service Standards

Askar DG KAMIS
Dec 17, 2025
4 min read

Guest Interactions

Associate proactively greets guests whenever possible; for example, engineer passing by in the corridor.
Associate is extremely well-spoken, polite and clear, avoiding slang and phrase fragments.
Associate readily smiles and maintains an engaging expression
Associate makes eye contact, and keeps focus on the guest.
Associate exhibits a genuine sense of interest and concern for guest’s satisfaction.
Associate exhibits the ability to anticipate needs; not always requiring prompting by guest.
Associate appears to be extremely well-informed about requirements within their department.
Associate appears to be generally well-informed about entire hotel; or obtains effective and prompt assistance.
Associate uses the guest’s name as a signal of recognition.
Associate politely closes interactions with final appreciative or anticipatory remarks.
Associates maintains alert posture; no hands in pockets, folded arms; associate avoids
excessive personal chatting amongst themselves; staff does not smoke, drink or eat in guest view.

Room Service Order Taking

Service is available 24 hours a day, seven days a week
Service number is answered within three rings
Associate provides a warm sincere greeting and conversation is calm, clear.
Associate uses the guest’s name as a signal of recognition.
Guests are always asked permission before being placed on hold or recording.
No telephone holds last longer than thirty seconds without offering a call-back.
Associate is extremely well-spoken, polite and clear, avoiding slang and phrase-fragments.
Associate exhibits a sincere desire and compliance to all guest requests
Associate anticipates guest's needs; not always requiring prompting by guest.
Associate asks appropriate questions and replies in a professional manner
Associate repeats order to guest
Associate can helpfully discuss details of menu items and beverages, including basic ingredients; preparation methods; etc.
Associate asks if there are any other ways to be of service
Associate gives time estimate for delivery(within 30 minutes)
Associate appears to be extremely well-informed about requirements within their department.
Associate appears to be generally well informed about entire hotel; or obtains effective and prompt assistance.
Associate politely closes interactions with final appreciative or anticipatory remarks.
Associate addresses guest by name during closing as a signal of recognition.
Associate calls to advise guest if order will be late or items ordered are not available
Evidence of personalized services exist

Room Service Delivery

The Associate knocks on the door announcing the department and provides sufficient time for the guest to respond before re-knocking.
Morning newspaper delivered to door or with breakfast (If delivered to guest door and not yet retrieved by guest, the paper is presented with breakfast)
Associate provides a warm and sincere greeting, using guest's name as a signal of recognition.
Attendant exhibits a sincere desire and compliance to all guest requests
Associate is extremely well-spoken, polite and clear, avoiding slang and phrase-fragments.
Associate readily smiles and maintains an engaging expression
Associate makes eye contact, and keeps focus on the guest.
Associate is attired in professional, clean and well-fitted uniforms.
Associate is extremely well groomed.
Associate offers a suggestion as to tray/table placement
Associate is conversant during set-up and delivery
Associate reviews guest order
Associate prepares table set-up and removes food covers with guest permission
Associate ensures that no plastic wrappings remain on any dishes
Delivery tray is decorated with flower or other centerpiece item
Food presentation and quality of ingredients reflects an upscale experience
All appropriate dishware and linens are of an upscale quality
All food is served at the proper temperature (hot food hot and cold food cold)
All food is prepared as ordered
Order and accompaniments are fully complete; all appropriate condiments are provided or offered.
No portion packets used except sweeteners (jams, honey, mustard, ketchup served in sealed individual jars or open ramekins).
Evidence of personalized services exists
Associate offers to open and pour beverages for the guest.
Associate provides written or verbal instructions for the table/tray removal
Associate asks if there are any other ways to be of service
Associate exhibits a genuine sense of interest and concern for guest’s satisfaction.
Associate exhibits the ability to anticipate needs; not always requiring prompting by guest.
Associate appears to be extremely well-informed about requirements within their department.
Associate appears to be generally well informed about entire hotel; or obtains effective and prompt assistance.
Associate politely closes interactions with final appreciative or anticipatory remarks.
Associate addresses guest by name during closing as a signal of recognition
Prompt removal of trays/tables, upon request

Staff

All associates exhibit a professional vocabulary
Guests are graciously escorted to areas when directions are requested
All associates consistently maintain eye contact with guests
There is evidence that all associates are empowered by management to resolve guest issues immediately
All associates are appropriately attired; name tags
All associates are enthusiastic and attentive with guests
All associates will use the guest’s name as much as possible if known
“Asking” questions (rather than “Demanding” questions) will be used with guests
All associates will be knowledgeable of the hotel, its services and amenities – always suggesting its own outlets first to our guests.
Associate demonstrate anticipatory services when interacting with guests