Before you start delivery

Print the order and use it as your checklist

Always work from a printed order sheet or a clearly visible digital view

Print the full ezCater order from the Partner Portal for every delivery
Use the printout as a packing checklist
Keep a copy with the driver so they can quickly confirm details at the drop‑off

This is your primary tool for order accuracy and reduces missing or incorrect items

Double‑check order accuracy before packing

Before the driver arrives at the handoff table

Compare what you’ve packed to the printed order line by line
Confirm
- Item counts
- Sizes (half pan vs full pan, individual vs group)
- Dietary and special requests such as vegetarian, gluten‑free, or allergy notes

If you find an issue, fix it before the order leaves the store

Label clearly for the customer

Good labeling makes setup and service much easier for the customer

Label boxed lunches with name and key diet info
Label dietary‑specific items like vegetarian or gluten‑free
Group like items together in bags or boxes so the customer can see what’s what quickly

This cuts down on confusion at the delivery and helps avoid avoidable complaints

Handoff from kitchen to driver

Confirm details with the driver at pickup

When handing the order to the driver, quickly review

Delivery address and suite
Delivery window and event time
Any building access instructions such as loading dock, security desk, or elevators
The order printout so the driver knows what is in each bag or box

This takes less than a minute and prevents wrong‑location and timing issues

Assign the driver in the Partner Portal

Before the driver leaves

Open the order in the Partner Portal
Assign the correct in‑house driver
Or have the driver self‑assign by scanning the QR code or using the SMS method (if enabled)

Once assigned, the driver will receive a text link to the order so they can use the tracking tools

Start delivery tracking when leaving the store

As the driver walks out with the order

Have them open the driver link on their phone (mobile web or driver app)
Tap Start delivery or I’m on my way

This

Records that the order has left the store
Starts real‑time tracking for the customer and ezCater support

Planning for traffic and finding the location

Build buffer time into your schedule

Even with a delivery window, you should plan for real‑world conditions

Aim to arrive at the start of the delivery window, not the end
Add time for
- Traffic and construction
- Parking and unloading
- Security or front‑desk check‑in

If your windows are consistently tight, talk with your team about adjusting Settings in the Partner Portal

Use navigation plus the order notes

Drivers should always

Use a maps app for turn‑by‑turn directions
Read the delivery notes on the driver page before arrival

Common notes to look for

Building or campus name
Which entrance to use
Suite, floor, or department
On‑site contact name and number

This helps drivers avoid circling the block or going to the wrong building at a multi‑tenant site

Call ahead when location is complex

If the delivery address looks complicated (large campus, hospital, or multi‑tower office)

Call the on‑site contact before arriving using the masked number in the driver view
Confirm
- Best entrance
- Parking instructions
- Any security procedures

A quick call up front prevents last‑minute rushing and late arrivals

At the customer location

Follow the customer’s delivery instructions

At the site

Go to the exact drop‑off location listed (suite, floor, room)
Check in with front desk or security if required
Follow any setup or contact instructions (for example, ring bell and leave at reception)

If something on site makes the original instructions impossible, call the customer or ezCater support so we can help

Basic setup and professionalism

Even for drop‑off catering, simple touches matter

Place food neatly on the table or counter
Group like items together such as mains vs sides vs desserts
Make sure labeled dietary meals are easy to find

Drivers should

Be professional and courteous
Confirm the customer has everything they expect before leaving

Complete tracking before leaving

Before leaving the building

Open the order in the app or on mobile web
Tap Delivery complete or Order delivered
Add a photo of the setup when available and appropriate (app only)

This closes the loop for tracking and helps resolve any questions later

After the delivery

Review any issues quickly

If the driver experienced a problem (parking, access, confusion at front desk)

Have them share it with the manager right away
Add internal notes so you can update delivery notes for future orders

Small updates to notes can prevent repeat issues at the same location

Use completed orders and metrics to improve

On a regular basis

Check Orders → Completed in the Partner Portal
- Look for orders flagged with timing or delivery issues
Review Operational Metrics
- On‑time delivery rate
- Delivery tracking rate

Use what you learn to