Checklist template

Room service and in-room dining for hotels

A ready-to-use checklist with 112 items in 6 sections, covering Order taking, Preparation, Delivery, Presentation, Tray retrieval, Billing. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 112 Items
  • 95 Yes / No checks
  • 6 Scored ratings
  • 125 Points

Use this template How audits work

1. Order taking 21 items

  1. Service period observed Choice
    • Breakfast
    • Lunch
    • Dinner
    • Late night
  2. The in-room dining line was answered within three rings, or the brand standard, on a test call Yes / No 1 pt
  3. The order taker greeted the caller by name from the telephone display Yes / No 1 pt
  4. The order taker's menu copy matches the menu placed in the guest rooms Yes / No 1 pt
  5. Items unavailable today are listed at the order station before the service period starts Yes / No 1 pt
  6. The order taker asks about food allergies on every order Yes / No 1 pt
  7. The doneness of steaks, burgers and eggs is asked, not assumed Yes / No 1 pt
  8. The order taker offers a drink, a side or a dessert not requested by the guest Yes / No 1 pt
  9. The order is read back in full before the call ends Yes / No 1 pt
  10. The number of guests eating is asked, so that settings can be counted Yes / No 1 pt
  11. A delivery time is quoted in minutes Yes / No 1 pt
  12. The quoted time is adjusted during peak periods rather than left at the standard Yes / No 1 pt
  13. Orders placed through the television, a tablet or a QR code print or display at the order station Yes / No 1 pt
  14. Digital orders are acknowledged to the guest within the time set by company policy Yes / No 1 pt
  15. Breakfast door-knob cards are collected from the corridors at the time printed on the card Yes / No 1 pt
  16. Door-knob card orders are entered in the point of sale with their requested delivery window Yes / No 1 pt
  17. The order ticket shows the room number, the guest name and the time ordered Yes / No 1 pt
  18. Allergy information is printed or written on the kitchen ticket in a way that stands out Yes / No 1 pt
  19. Orders from rooms with a cash-only or no-post status are flagged before preparation Yes / No 1 pt
  20. Minutes quoted to the guest on the order observed Number
  21. Order taking on the calls observed Rating
    • Warm, accurate and read back 5 pts
    • Accurate but rushed or no suggestion made 3 pts
    • Errors or details missed 1 pt

2. Preparation 18 items

  1. The room service ticket prints at the kitchen line as soon as the order is closed Yes / No 1 pt
  2. Hot items are plated last, immediately before the tray leaves Yes / No 1 pt
  3. Hot plates come from a plate warmer Yes / No 1 pt
  4. Cold plates and salad bowls are chilled Yes / No 1 pt
  5. Portions match the plating guide or photo for the item Yes / No 1 pt
  6. An expediter or the server checks each plate against the ticket before it is covered Yes / No 1 pt
  7. Allergy orders are prepared with clean utensils and checked by the chef or a supervisor Yes / No 1 pt
  8. Toast, fries and other fried items travel under a vented cover, not a sealed one Yes / No 1 pt
  9. Sauces, dressings and syrup are sent in a ramekin or a jug on the side Yes / No 1 pt
  10. Coffee is brewed fresh for the order and sent in a preheated thermal pot Yes / No 1 pt
  11. Milk and cream are sent cold Yes / No 1 pt
  12. Ice for beverages is added immediately before delivery Yes / No 1 pt
  13. Trays and carts are pre-set with linen, cutlery and condiments before the service period starts Yes / No 1 pt
  14. The pre-set trays on hand at the start of the period match the par for the forecast occupancy Yes / No 1 pt
  15. Bread baskets and butter are prepared to order and covered Yes / No 1 pt
  16. Hot food probed at the pass was at or above the hot-holding temperature set by company policy Yes / No 1 pt
  17. Temperature of a hot item probed at the pass (°F or °C) Number
  18. Minutes from order to pass on the order observed Number

3. Delivery 20 items

  1. The hot box on the cart was switched on and warm before the food was loaded Yes / No 1 pt
  2. The server used the service elevator to reach the floor Yes / No 1 pt
  3. The order observed reached the room within the quoted time Yes / No 1 pt
  4. The server knocked and announced "in-room dining" before waiting for an answer Yes / No 1 pt
  5. The server knocked a second time before leaving or calling the room Yes / No 1 pt
  6. The server greeted the guest by name Yes / No 1 pt
  7. The server asked where the guest would like the tray or table set Yes / No 1 pt
  8. The server did not enter the room until invited Yes / No 1 pt
  9. The room door was left open or on the latch while the server was in the room, per company policy Yes / No 1 pt
  10. The server removed the covers and named each dish Yes / No 1 pt
  11. The server offered to open the wine or pour the first coffee Yes / No 1 pt
  12. The server checks identification before handing over alcohol, as company policy requires Yes / No 1 pt
  13. The server pointed out the tray retrieval instructions Yes / No 1 pt
  14. The server wore the complete uniform with a name tag Yes / No 1 pt
  15. Deliveries to a room showing a do-not-disturb sign are confirmed by telephone first Yes / No 1 pt
  16. Orders that will run late prompt a call to the guest before the quoted time passes Yes / No 1 pt
  17. The guest was called after delivery to confirm satisfaction, where the brand standard requires a courtesy call Yes / No 1 pt
  18. Minutes from order to delivery on the order observed Number
  19. Delivery timing on the orders observed Rating
    • All within the quoted time 5 pts
    • Within 10 minutes after the quoted time 3 pts
    • More than 10 minutes late 1 pt
  20. Conduct of the server at the door and in the room Rating
    • Polished and to the service sequence 5 pts
    • Polite, with steps missed 3 pts
    • Abrupt or careless 1 pt

4. Presentation 18 items

  1. The tray liner or tablecloth is clean, pressed and free of stains Yes / No 1 pt
  2. The cart wheels roll quietly, and the folding leaves lock in place Yes / No 1 pt
  3. Plate covers are clean, without dents or water spots Yes / No 1 pt
  4. Cutlery is polished and wrapped or laid to the brand setting Yes / No 1 pt
  5. Glassware is free of chips, lipstick marks and water spots Yes / No 1 pt
  6. China matches within the setting, with no chipped rims Yes / No 1 pt
  7. The linen napkin is folded to the brand standard Yes / No 1 pt
  8. Salt and pepper shakers are full and clean Yes / No 1 pt
  9. Condiments match the dishes ordered (ketchup with fries, preserves with toast, hot sauce on request) Yes / No 1 pt
  10. Single-serve condiments are sealed and within their date Yes / No 1 pt
  11. The bud vase or tray decoration, where the brand requires one, is fresh Yes / No 1 pt
  12. Beverage glasses are covered or capped for the trip Yes / No 1 pt
  13. The plate arrived as it left the kitchen: nothing slid, spilled or smeared Yes / No 1 pt
  14. Hot food was hot when uncovered in the room Yes / No 1 pt
  15. Cold food was cold when uncovered in the room Yes / No 1 pt
  16. Disposable packaging, where the brand uses it, is the branded set with the tamper seal applied Yes / No 1 pt
  17. A card on the tray gives the extension to call for tray pick-up Yes / No 1 pt
  18. Presentation of the tray or table on arrival Rating
    • To brand photo standard 5 pts
    • Complete but untidy 3 pts
    • Items missing or spilled 1 pt

5. Tray retrieval 17 items

  1. The delivery log records the room and the time of each tray sent Yes / No 1 pt
  2. The delivery log is used to list the rooms due for tray pick-up at each sweep Yes / No 1 pt
  3. Corridors on guest floors are swept for trays at the times set by company policy Yes / No 1 pt
  4. The corridor sweeps are signed off on a log for each floor Yes / No 1 pt
  5. No tray was found in the corridors of the floors walked during the visit Yes / No 1 pt
  6. No cart or tray is stored in an elevator landing, a stairwell or an ice machine room Yes / No 1 pt
  7. Housekeeping reports trays seen in rooms or corridors to in-room dining by radio or telephone Yes / No 1 pt
  8. Trays called down by guests are collected within the time set by company policy Yes / No 1 pt
  9. The morning sweep is completed before the first housekeeping shift reaches the floors Yes / No 1 pt
  10. Returned trays are stripped at the dish area on arrival, not left on the service landing Yes / No 1 pt
  11. Returned hot boxes and carts are wiped down before they are reset Yes / No 1 pt
  12. China, glass and silver returned are counted back against the delivery log on a sample basis Yes / No 1 pt
  13. Unopened bottles and sealed items returned on trays are credited or put back in stock per company policy Yes / No 1 pt
  14. The service landing on each floor is free of soiled linen and food waste Yes / No 1 pt
  15. Trays found in corridors during the visit Number
  16. Oldest tray found, in hours since delivery Number
  17. Tray retrieval on the floors walked Rating
    • Corridors clear 5 pts
    • One or two recent trays 3 pts
    • Several trays or trays from a previous meal period 1 pt

6. Billing 18 items

  1. Every order is rung in the point of sale before the food leaves the kitchen Yes / No 1 pt
  2. The check shows the delivery charge and the service charge as separate printed lines Yes / No 1 pt
  3. The menu in the room states the delivery charge, the service charge and whether a tip is included Yes / No 1 pt
  4. Menu prices in the room match the prices in the point of sale on 5 items sampled Yes / No 1 pt
  5. The server presents the check in a clean folder with a working pen Yes / No 1 pt
  6. The guest signature, printed name and room number are obtained on room charges Yes / No 1 pt
  7. The name on the check is matched to the registered guest before the charge is posted Yes / No 1 pt
  8. Cash-only rooms are settled by card or cash at the door Yes / No 1 pt
  9. Checks from the last service period were posted to the guest folios before the shift closed Yes / No 1 pt
  10. Signed checks are kept with the daily paperwork for dispute resolution Yes / No 1 pt
  11. Voids on in-room dining checks are approved by a supervisor with a written reason Yes / No 1 pt
  12. Complimentary amenity orders are rung to the correct house account with the authorizing manager's name Yes / No 1 pt
  13. Tips added by the guest are entered exactly as written on the check Yes / No 1 pt
  14. In-room dining checks adjusted or disputed in the last 7 days Number
  15. Orders delivered in the service period observed Number
  16. Name of the in-room dining supervisor or manager on duty Short text
  17. Overall rating of in-room dining Rating
    • On time, hot, complete and corridors clear 5 pts
    • Minor misses a guest would not notice 4 pts
    • Order late, lukewarm or incomplete 2 pts
    • Wrong order, or trays left from an earlier meal period 1 pt
  18. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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