2015 BSA - Sarasota - SafetyCulture

Information

Property Name:
Property Code:
Conducted on
Audited Conducted by:

RESTAURANT - RESERVATION

Enter Agent Name:
Enter Restaurant Name:
Reservation agent follows phone etiquette: - phone answer within 3 rings - hold time does not exceed 2 minutes - agents introduces them self - agent use guest name - agent has a phone smile - agent avoid dead space
Reservation agent asks all required questions to meet standard: - ask for date and time of reservation - ask for number of guest - ask if celebrating a special occasion - ask about preference e.g. Seating indoor/outdoor or dietary restrictions - attempt to up-sell
Reservation agent confirms information: - guest name and spelling - time and date of restaurant reservation - number of guests in party - number of children in party
Reservation agent provides a fond farewell (three steps of service): - provide fond farewell e.g. Have a nice/pleasant stay - offer additional assistance - mention own name at any time during encounter
Reservation agent uses appropriate verbiage and is "on Stage": - use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to - exhibit a "phone smile" throughout conversation - employee engages in a warm conversation to connect to your emotions
Reservation agent enhances emotional engagement (positive): - confident - integrity - pride - passion
Reservation agent enhances emotional engagement (negative): - confident - integrity - pride - passion

BAR/LOUNGE

Enter Lounge Name:
Enter Server/Bartender Name:
Enter Receipt number for Lounge/Bar Purchase:
Lounge provides a warm relaxing ambiance: - candles kept lit - lighting e.g enable guests to read - lounge/bar exhibits/displays tables - professional appearance - music - soft background or live - plants - live or fresh floral displays - room temperature - comfortable - tables - uniformly set
Lounge table enlivens the senses: Tables must minimally: - be clean and in good condition - bud vase/arrangement is neat, fresh and presentable - flatware - free of tarnish/wear - lines neat - napkins - pressed
Server/Bartender greeting and initial service meet standard: - greet or acknowledge guest within 1 minute - offer drinks or wine from the bar - suggestive selling e.g "certainly, would you prefer grey goose? - deliver beverage within 3 minutes - must use a tray - present savory snack/before beverage service - be knowledgable about wine menu - provide personal recommendations from menu
Service/Bartender confirms satisfaction and offers refill within 1 minute of glass 2/3 empty: - ask if beverages are satisfactory - offer second round of drinks within 1 minute - replenish snacks when 3/4 empty - clear all derbies e.g. Stirrer, sticks, fruit garnish, from occupied table within 2 minutes
Lounge/bar menu and food quality meet standard: Menu - be pre-set on counter/tables or provided by employee - be clean and in good condition - contain signature food and/or beverage offerings - must be identified on menu or verbally explained by server Food presentation: - be of high quality and fresh - adequate in portion size - delivered at the right temperature (cold/hot/warm) - properly prepared (well-done, salty) etc. - show attention to detail and visual appeal - cold beverage must have a fresh garnish
Server/Bartender property presents the check: - accurate and complete - presented inside a Ritz-Carlton folder with a Ritz-Carlton pen - present after guest refuses another round
Server/Bartender takes pride in and care of personal appearance: - follow grooming, appearance and uniform standards
Employee owns and resolves guest's requests and opportunities immediately: - listen actively - empathize - apologize - resolve - notify
Server/Bartender provides a warm welcome (three step of service): - make immediate eye contact, smile and acknowledge you - provide eye contact and smiles throughout the warm welcome - ask for a name and uses it throughout transaction
Server/Bartender provides a fond farewell (three steps of service): - provide fond farewell e.g. Have a nice/pleasant stay - offer additional assistance - mention own name at any time during encounter
Server/Bartender uses appropriate verbiage and is "on Stage": - use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to - smiles, maintains eye contact - offers to escort rather than pointing direction - employee engages in a warm conversation to connect to your emotions - only engages with work related conversation with other employees
Server/Bartender anticipates needs: - employee must offer a service/solution/opportunity to meet an anticipated need
Server/Bartender enhances emotional engagement (positive): - confident - integrity - pride - passion
Server/Bartender enhances emotional engagement (negative): - confident - integrity - pride - passion
Bar/Lounge Service Area and Equipment Cleanliness
Bar/Lounge Service Area and Equipment Condition
Bar/Lounge Cleanliness - Floor
Bar/Lounge Condition - Floor
Bar/Lounge Cleanliness - Walls, Doors, Ceiling, Windows/Treatments
Bar/Lounge Condition - Walls, Doors, Ceiling, Windows/Treatments
Bar/Lounge Cleanliness - Furniture, Equipment, Décor Items
Bar/Lounge Condition - Furniture, Equipment, Décor Items

IN-ROOM DINING

Enter Order-taker's Name:
In-room dining order property taken: - answer phone within 3 rings - use guest name during the call - ask how many in party - inform guest of the specials and/or house specialties (lunch/dinner) - provide recommendations of the menu - quote estimated delivery time - repeat back complete order to guest - inform guest that gratuity is included - provide proper closing comment e.g enjoy your meal - offer additional assistance - offer own name during transaction
Enter Server Name:
In-dining delivered on time: - continental breakfast/coffee - within 15 minutes - all other orders - within 25 minutes Quoted accuracy: - within 5 minutes of quoted time
Server offers proper greeting and follows correct procedures for entering the guest room: - knock 3 times and repeat until a response is given (announce department when knocking) - provide proper greeting e.g. Good morning Mr. Smith - request permission to enter room - bring newspaper with breakfast order, if outside door
In-room dining order delivered as ordered and complete: As ordered: - all items requested - no incorrect items - items prepared as requested with adequate accompaniment and service items
Server presents order and creates dining ambiance: - ask where to position table - offer to position chairs and tables - remove plastic wraps from items - offers to adjust viewing angle of TV - review order with guest by taking cover off of each item in turn confirming order accuracy
In-room dining service and equipment is clean and in good condition: - check china, decor items, glassware, lines, silverware, table and tray
Server properly present the check: - accurate and complete - presented inside a Ritz-Carlton folder with a Ritz-Carlton pen
Food & Beverages are fresh, of high quality, and appropriately served: Food presentation: - be of high quality and fresh - adequate in portion size - delivered at the right temperature (cold/hot/warm) - properly prepared (well-done, salty) etc. - show attention to detail and visual appeal - cold beverage must have a fresh garnish
In-room dining tray removal meets standard: - within 2 hours of delivery or within 15 minutes following guest call for removal
In-room dining children menu meets the standard: - include items made with organic, hormone free, preservative free ingredients (items must be designated in menu) - include minimum of 1 gluten free item - have a flat price including entree and beverage - have 5 healthy options - no list soda/soft drink in the children section
Employee owns and resolves guest's requests and opportunities immediately: - listen actively - offer genuine apology - ask effective questions - resolve within 10 minutes - thank the guest - ensure re-engagement through confirming satisfaction
Server takes pride in and care of personal appearance: - follow grooming, appearance and uniform standards
Server provides a warm welcome (three step of service): - make immediate eye contact, smile and acknowledge you - provide eye contact and smiles throughout the warm welcome - ask for a name and uses it throughout transaction
Server provides a fond farewell (three steps of service): - provide fond farewell e.g. Have a nice/pleasant stay - offer additional assistance - mention own name at any time during encounter
Server uses appropriate verbiage and is "on Stage": - use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to - smiles, maintains eye contact - offers to escort rather than pointing direction - employee engages in a warm conversation to connect to your emotions - only engages with work related conversation with other employees
Server anticipates needs: - employee must offer a service/solution/opportunity to meet an anticipated need
Server enhances emotional engagement (positive): - confident - integrity - pride - passion
Server enhances emotional engagement (negative): - confident - integrity - pride - passion

RESTAURANT - BREAKFAST

Enter Restaurant Name:
Enter Host/hostess Name:
Host/hostess seating procedures meet standard: - offer to hang guest's coats - provide table within 5 minutes of reserved time (if guest waits for table, inconvenience is acknowledged - table is set up with appropriate place setting - correct number of place setting - remove extra place setting - pull chairs - offer dark color napkins - wish guest an enjoyable meal
Host/hostess takes pride in and care of personal appearance: - follow grooming, appearance and uniform standards
Host/hostess provides a warm welcome (three steps of service): - make immediate eye contact, smile and acknowledge you - acknowledge you if you are waiting in line - provides eye contact and smiles throughout the warm welcome - employee ask for name and uses it throughout transaction
Host/hostess uses appropriate verbiage and is "on Stage": - use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to - smiles, maintains eye contact - offers to escort rather than pointing direction - maintain "on-stage" presence with proper posture - employee engages in a warm conversation to connect to your emotions - only engages with work related conversation with other employees
Enter Server's Name:
Server is knowledgeable about menus and uses suggestive selling - inform guest of specials and/or house specialties - provide recommendations of menu items
Server greeting and order taking meets standard: - offer beverage - take order first - ladies - repeat order back to guest to ensure accuracy
Food & Beverage service must be provided in a timely fashion: pace of meal: - service is not delayed or rushed - server must approach table within 30 seconds after being seated - all courses must be delivered in order and not overlap each other - soiled plates must be removed within 2 minutes Breakfast - coffee and juice served within 1 minute upon acceptance of offer - entree brought within 10 minutes - all subsequent courses delivered 3 minutes from clearing of previous plate - check is presented prior to completion of meal - total maximum time: 30 minutes
Beverage service and accompaniments meet standards: Iced tea service: - ice cubes solid - iced tea spoon - lemon wedge - liquid sweetener Coffee service - must ask for preference of accompaniments e.g. Sugar, milk, cream etc. Espresso/espresso type beverage - must be served in appropriate cup - must be presented with sugar and/or sweetener at or before table time of delivery Tea service: - if served loose: brewed in pot, strainer provided - if served with tea bags: presented in a service box/tray, served with pot of hot water - server must ask if guest prefers honey and lemon or milk - requested accompaniments must be delivered at or before time of delivery
Server provides exceptional service: - courses simultaneously brought to the table, ladies first, food delivered to correct position without asking - server asks if food is satisfactory at every course and takes corrective action if needed - courses were not cleared before finished or without asking if finished - glasses were not lifted from the table unless there is a physical barrier - repeat back beverage type when offering to refresh beverage - napkin folded when the guest is away from the table - pace of meal is not noticeable; service is not delayed or rushed - Food & Beverage served from the right - plates are cleared from the right - sauces and passed items are served from the left - table was crumbed after completion of entree - salt and pepper shakers, bread, butter plates removed after entree - single dinner offer reading material - children are provided with an appropriate drop snack prior to bringing the meal
Server property presents the check: - accurate and complete - presented inside a Ritz-Carlton folder with a Ritz-Carlton pen - present after guest refuses another round
Table enlivens the senses: Tables must minimally: - be clean and in good condition - bud vase/arrangement is neat, fresh and presentable - flatware - free of tarnish/wear - lines neat - napkins - pressed - salt and pepper are present
Restaurant menu and food quality meet standard: Menu - be clean and in good condition - contain signature food and/or beverage offerings - must be identified on menu or verbally explained by server Children menu meets the standard: - include items made with organic, hormone free, preservative free ingredients (items must be designated in menu) - include minimum of 1 gluten free item - have a flat price including entree and beverage - have 5 healthy options - no list soda/soft drink in the children section - be branded as Ritz-Kids Food presentation: - be of high quality and fresh - adequate in portion size - delivered at the right temperature (cold/hot/warm) - properly prepared (well-done, salty) etc. - show attention to detail and visual appeal - cold beverage must have a fresh garnish
Restaurant provides an enjoyable ambiance: - lighting e.g enable guests to read - restaurant exhibits/displays tables - professional appearance - music - not obtrusive to conversation - plants - live or fresh floral displays - room temperature - comfortable - tables - uniformly set
Employee owns and resolves guest's requests and opportunities immediately: - listen actively - empathize - apologize - resolve - notify
Server takes pride in and care of personal appearance: - follow grooming, appearance and uniform standards
Server provides a warm welcome (three step of service): - make immediate eye contact, smile and acknowledge you - provide eye contact and smiles throughout the warm welcome - ask for a name and uses it throughout transaction
Server provides a fond farewell (three steps of service): - provide fond farewell e.g. Have a nice/pleasant stay - offer additional assistance - mention own name at any time during encounter
Server uses appropriate verbiage and is "on Stage": - use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to - smiles, maintains eye contact - offers to escort rather than pointing direction - maintain "on-stage" presence with proper posture - employee engages in a warm conversation to connect to your emotions - only engages with work related conversation with other employees
Server anticipates needs: - employee must offer a service/solution/opportunity to meet an anticipated need
Server enhances emotional engagement (positive): - confident - integrity - pride - passion
Server enhances emotional engagement (negative): - confident - integrity - pride - passion
Restaurant Area Cleanliness - Floor
Restaurant Area Condition - Floor
Restaurant Area Cleanliness - Walls, Doors, Ceiling, Windows/Treatments
Restaurant Area Condition - Walls, Doors, Ceiling, Windows/Treatments
Restaurant Area Cleanliness - Furniture, Equipment, Décor Items
Restaurant Area Condition - Furniture, Equipment, Décor Items

RESTAURANT - LUNCH/DINNER

Enter Restaurant Name:
Enter Host/hostess Name:
Host/hostess confirms arrival: - confirm if reservation was made - record guest arrival Verify that host/hostess - confirms correct details of reservation - has record of your reservation - note arrival in reservation book or computer
Host/hostess seating procedures meet standard: - offer to hang guest's coats - provide table within 5 minutes of reserved time (if guest waits for table, inconvenience is acknowledged - table is set up with appropriate place setting - correct number of place setting - remove extra place setting - pull chairs - offer dark color napkins - wish guest an enjoyable meal - if menu is provided by employee, ladies first
Host/hostess takes pride in and care of personal appearance: - follow grooming, appearance and uniform standards
Host/hostess provides a warm welcome (three steps of service): - make immediate eye contact, smile and acknowledge you - acknowledge you if you are waiting in line - provides eye contact and smiles throughout the warm welcome - employee ask for name and uses it throughout transaction
Host/hostess uses appropriate verbiage and is "on Stage": - use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to - smiles, maintains eye contact - offers to escort rather than pointing direction - maintain "on-stage" presence with proper posture - employee engages in a warm conversation to connect to your emotions - only engages with work related conversation with other employees
Enter Server's Name:
Server is knowledgeable about menus and uses suggestive selling - inform guest of specials and/or house specialties - provide recommendations of menu items - be knowledgable of wine list - offer desserts and provide recommendation, suggest coffee/espresso
Server greeting and order taking meets standard: - offer beverage - offer bottled, still or sparkling wine water - Provide bread and accompaniment e.g. Butter, oil, spread. Explain bread service, if butter served, must be a room temperature - take order first - ladies - repeat order back to guest to ensure accuracy
Food & Beverage service must be provided in a timely fashion: pace of meal: - guest is seated within 5 minutes of reservation time - server must approach table within 30 seconds after being seated - water served within 2 minutes after being greeted by server - beverages (no water, coffee or juice) served within 2 minutes of order - wine bottle presented within 3 minutes - appetizers brought within 10 minutes - all subsequent courses delivered within 3 minutes - if entree is ordered without appetizer, it is served within 15 minutes of taking the order - coffee with accompaniments presented within 3 minutes - dessert menus presented within 3 minutes after previous course has been cleared - dessert is served within 5 minutes of order - check is presented within 3 minutes from request - total maximum cycle: 60 minutes for Lunch and 90 minutes for dinner
Beverage service and accompaniments meet standards: Mixed drinks: - employee must place a beverage napkin - must be served with a fresh garnish Wine by the glass must be 6 oz pour Iced tea service: - ice cubes solid - iced tea spoon - lemon wedge - liquid sweetener Coffee service - must ask for preference of accompaniments e.g. Sugar, milk, cream etc. Espresso/espresso type beverage - must be served in appropriate cup - must be presented with sugar and/or sweetener at or before table time of delivery Tea service: - if served loose: brewed in pot, strainer provided - if served with tea bags: presented in a service box/tray, served with pot of hot water - server must ask if guest prefers honey and lemon or milk - requested accompaniments must be delivered at or before time of delivery
Server provides exceptional service: - courses simultaneously brought to the table, ladies first, food delivered to correct position without asking - server asks if food is satisfactory at every course and takes corrective action if needed - courses were not cleared before finished or without asking if finished - glasses were not lifted from the table unless there is a physical barrier - repeat back beverage type when offering to refresh beverage - napkin folded when the guest is away from the table - pace of meal is not noticeable; service is not delayed or rushed - Food & Beverage served from the right - plates are cleared from the right - sauces and passed items are served from the left - table was crumbed after completion of entree - salt and pepper shakers, bread, butter plates removed after entree - single dinner offer reading material - children are provided with an appropriate drop snack prior to bringing the meal
Server property presents the check: - accurate and complete - presented inside a Ritz-Carlton folder with a Ritz-Carlton pen - present after guest refuses another round
Table enlivens the senses: Tables must minimally: - be clean and in good condition - bud vase/arrangement is neat, fresh and presentable - flatware - free of tarnish/wear - lines neat - napkins - pressed - salt and pepper are present
Restaurant menu and food quality meet standard: Menu - be clean and in good condition - contain signature food and/or beverage offerings - must be identified on menu or verbally explained by server - explain specials - offer minimum of 16 wines by the glass Children menu meets the standard: - include items made with organic, hormone free, preservative free ingredients (items must be designated in menu) - include minimum of 1 gluten free item - have a flat price including entree and beverage - have 5 healthy options - no list soda/soft drink in the children section - be branded as Ritz-Kids Food presentation: - be of high quality and fresh - adequate in portion size - delivered at the right temperature (cold/hot/warm) - properly prepared (well-done, salty) etc. - show attention to detail and visual appeal - cold beverage must have a fresh garnish
Restaurant provides an enjoyable ambiance: - lighting e.g enable guests to read - restaurant exhibits/displays tables - professional appearance - music - not obtrusive to conversation - plants - live or fresh floral displays - room temperature - comfortable - tables - uniformly set
Employee owns and resolves guest's requests and opportunities immediately: - listen actively - empathize - apologize - resolve - notify
Server takes pride in and care of personal appearance: - follow grooming, appearance and uniform standards
Server provides a warm welcome (three step of service): - make immediate eye contact, smile and acknowledge you - provide eye contact and smiles throughout the warm welcome - ask for a name and uses it throughout transaction
Server provides a fond farewell (three steps of service): - provide fond farewell e.g. Have a nice/pleasant stay - offer additional assistance - mention own name at any time during encounter
Server uses appropriate verbiage and is "on Stage": - use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to - smiles, maintains eye contact - offers to escort rather than pointing direction - maintain "on-stage" presence with proper posture - employee engages in a warm conversation to connect to your emotions - only engages with work related conversation with other employees
Server anticipates needs: - employee must offer a service/solution/opportunity to meet an anticipated need
Server enhances emotional engagement (positive): - confident - integrity - pride - passion
Server enhances emotional engagement (negative): - confident - integrity - pride - passion
Restaurant Area Cleanliness - Floor
Restaurant Area Condition - Floor
Restaurant Area Condition - Furniture, Equipment, Décor Items
Restaurant Area Cleanliness - Walls, Doors, Ceiling, Windows/Treatments
Restaurant Area Condition - Walls, Doors, Ceiling, Windows/Treatments
Restaurant Area Cleanliness - Furniture, Equipment, Décor Items