This document outlines the vision, mission, strengths, weaknesses, opportunities, and areas for effective service of the In Room Dining department at The H-Dubai hotel. The vision is to ensure absolute guest satisfaction while the mission focuses on providing prompt, professional, friendly service along with clean facilities, well-prepared meals, and respectful treatment for all guests and staff. Strengths include a variety menu, customized amenities, knowledgeable staff, and empowered employees. Weaknesses and opportunities for improvement are also identified.

1. “In Room Dining”
January 2018

2. “VISION”
“To create an environment where absolute guest
satisfaction is our highest priority.”
“MISSION”
To ensure that each guest receives prompt, professional, friendly and courteous
service. To maintain a clean, comfortable and well maintained premises for our
guests and staff. To provide at a fair price – nutritional, well-prepared meals – using
only quality ingredients. To ensure that all guests and staff are treated with the
respect and dignity they deserve. By maintaining these objectives we shall be
assured of a fair profit that will allow us to contribute to the Organization.

3. In Room Dining The H-Dubai
Strength
Wide variety of menu choices food & beverage.
Customised amenities for VIP guests and celebrating occasions.
Staff obtained most comments on trip advisor.
Knowledge of guest preferences (order taker recording guests likes and dislikes).
Well organized and spacious work place.
Empowered staff to take necessary decision to provide immediate recovery.
Food from the leasing outlets within the hotel to provide extensive menu.
Different offers & promotions as per occasions.
Incentive program for staff for up selling.
Weakness
Don’t have dedicated lift for delivering orders.
Not all in house guests are supplied with amenities.
Identified as expensive by some of the guests.
Nominal party guests allowed in the hotel due to the visitor’s policy.
Guest ordering their food & drinks from out-side.
Hotels own sheesha service stops.
Opportunities
Available set menu during special holidays.
Cold / Hot scented towel to be given along with meal during summer and winter (lunch and dinner
period only)
A thank you letter and a small take away amenity for the departure guest who stays in-house for
more than 4 days.
Enrols flight crew member to stay in hotel.
Feedback calls check to be done after 15 minutes of serving the order so they will feel valued
(10am-20:00pm)
Food & beverage service deliveries.

4. Area of Effective Service
 Offers & promotion to promote Beverage Service.
 Keep Your Promises.
 Food need to be more appealing presenting.
 Frequently follow Up Calls.
 Promoting Room Service Sales with Amenity Packages.
 Dedicated lift for fast deliveries.
 Advertise more to promote in room dining menu.
 Present food to the guests when serving & name off
each dish.
 Provide hot/cold towels for lunch & dinner service.

5. UNIQUE SELLING POINT
”

6.  Equipment- providing better food delivery trolleys, new pattern
cutlery, new pattern napkins to according to the match.
 Better ideas for food presentation.
 Hot & cold towels with lunch & dinner service.
 Set menus, offers & promotions
 Frequently feed back calls.
 SOP’s trainings for food delivery & emotional intelligence.
 Promote IRD promotions through in room TV’s & guest what-
sup group.
 We can provide comments card with every delivery orders to in-
house guest.

7. • By implementing hot & cold towel, this will reflect high standard of
personalize service which turn into word of mouth repeat or loyal
guest.
• By frequently feedback calls will reduce complaints and create
positive memories for guest.
• We can resolve most of the complaints by providing feedback cards
or comments card.
• By using emotional intelligence we can make conversation with
guest which will help us to bring Trip advisor positive comments.
• By promoted offers and promotions in house TV’s & what's sup can

8. MARKETING STRATERGIES
• In Room Dining visuals in hotel elevators.
• In Room Dining on social media.
• Flyers of IRD promotions.
• Display IRD promotions & offers guest room television.
• Incentive program for the staff for up selling.
• Set menus for special holidays

9. FINANCIAL
Actions Cost Quantity required Total Expense Desired Outcome
To purchase food
delivery trolleys
N/A 5 N/A To use equipment
as per the
standards
To purchase new
pattern cutleries
N/A 150 each N/A To use equipment
as per the
standards
To purchase food
Stainless steel Ice
buckets
N/A 20 N/A To use equipment
as per the
standards
Flyers / comment
cards
N/A 250 each N/A To increase food
revenue & bring
down guest
complaints
Hot / Cold face
towels
N/A 100 N/A To add extra
value to service