Information

  • Property Name:

  • Property Code:

  • Conducted on

  • Audited Conducted by:

RESTAURANT - RESERVATION

  • Enter Agent Name:

  • Enter Restaurant Name:

  • Reservation agent follows phone etiquette: <br><br>- phone answer within 3 rings<br>- hold time does not exceed 2 minutes<br>- agents introduces them self<br>- agent use guest name<br>- agent has a phone smile<br>- agent avoid dead space

  • Reservation agent asks all required questions to meet standard:<br><br>- ask for date and time of reservation<br>- ask for number of guest<br>- ask if celebrating a special occasion <br>- ask about preference e.g. Seating indoor/outdoor or dietary restrictions<br>- attempt to up-sell

  • Reservation agent confirms information:<br><br>- guest name and spelling<br>- time and date of restaurant reservation<br>- number of guests in party<br>- number of children in party

  • Reservation agent provides a fond farewell (three steps of service):<br><br>- provide fond farewell e.g. Have a nice/pleasant stay<br>- offer additional assistance<br>- mention own name at any time during encounter

  • Reservation agent uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- exhibit a "phone smile" throughout conversation <br>- employee engages in a warm conversation to connect to your emotions

  • Reservation agent enhances emotional engagement (positive):<br><br>- confident<br>- integrity<br>- pride<br>- passion<br>

  • Reservation agent enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- passion

BAR/LOUNGE

  • Enter Lounge Name:

  • Enter Server/Bartender Name:

  • Enter Receipt number for Lounge/Bar Purchase:

  • Lounge provides a warm relaxing ambiance:<br><br>- candles kept lit<br>- lighting e.g enable guests to read <br>- lounge/bar exhibits/displays tables - professional appearance <br>- music - soft background or live<br>- plants - live or fresh floral displays<br>- room temperature - comfortable <br>- tables - uniformly set

  • Lounge table enlivens the senses:<br><br>Tables must minimally:<br>- be clean and in good condition<br>- bud vase/arrangement is neat, fresh and presentable <br>- flatware - free of tarnish/wear<br>- lines neat <br>- napkins - pressed

  • Server/Bartender greeting and initial service meet standard:<br><br>- greet or acknowledge guest within 1 minute<br>- offer drinks or wine from the bar<br>- suggestive selling e.g "certainly, would you prefer grey goose?<br>- deliver beverage within 3 minutes - must use a tray<br>- present savory snack/before beverage service<br>- be knowledgable about wine menu<br>- provide personal recommendations from menu

  • Service/Bartender confirms satisfaction and offers refill within 1 minute of glass 2/3 empty:<br><br>- ask if beverages are satisfactory<br>- offer second round of drinks within 1 minute<br>- replenish snacks when 3/4 empty<br>- clear all derbies e.g. Stirrer, sticks, fruit garnish, from occupied table within 2 minutes

  • Lounge/bar menu and food quality meet standard:<br><br>Menu<br>- be pre-set on counter/tables or provided by employee<br>- be clean and in good condition<br>- contain signature food and/or beverage offerings - must be identified on menu or verbally explained by server<br><br>Food presentation:<br>- be of high quality and fresh<br>- adequate in portion size<br>- delivered at the right temperature (cold/hot/warm)<br>- properly prepared (well-done, salty) etc.<br>- show attention to detail and visual appeal<br>- cold beverage must have a fresh garnish

  • Server/Bartender property presents the check:<br><br>- accurate and complete<br>- presented inside a Ritz-Carlton folder with a Ritz-Carlton pen<br>- present after guest refuses another round

  • Server/Bartender takes pride in and care of personal appearance:<br><br>- follow grooming, appearance and uniform standards

  • Employee owns and resolves guest's requests and opportunities immediately:<br><br>- listen actively <br>- empathize <br>- apologize<br>- resolve<br>- notify

  • Server/Bartender provides a warm welcome (three step of service):<br><br>- make immediate eye contact, smile and acknowledge you<br>- provide eye contact and smiles throughout the warm welcome <br>- ask for a name and uses it throughout transaction

  • Server/Bartender provides a fond farewell (three steps of service):<br><br>- provide fond farewell e.g. Have a nice/pleasant stay<br>- offer additional assistance<br>- mention own name at any time during encounter

  • Server/Bartender uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- smiles, maintains eye contact <br>- offers to escort rather than pointing direction<br>- employee engages in a warm conversation to connect to your emotions<br>- only engages with work related conversation with other employees

  • Server/Bartender anticipates needs:<br><br>- employee must offer a service/solution/opportunity to meet an anticipated need

  • Server/Bartender enhances emotional engagement (positive):<br><br>- confident<br>- integrity<br>- pride<br>- passion

  • Server/Bartender enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- 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:<br><br>- answer phone within 3 rings<br>- use guest name during the call<br>- ask how many in party<br>- inform guest of the specials and/or house specialties (lunch/dinner)<br>- provide recommendations of the menu<br>- quote estimated delivery time<br>- repeat back complete order to guest<br>- inform guest that gratuity is included<br>- provide proper closing comment e.g enjoy your meal<br>- offer additional assistance<br>- offer own name during transaction

  • Enter Server Name:

  • In-dining delivered on time:<br><br>- continental breakfast/coffee - within 15 minutes<br>- all other orders - within 25 minutes<br><br>Quoted accuracy:<br>- within 5 minutes of quoted time

  • Server offers proper greeting and follows correct procedures for entering the guest room:<br><br>- knock 3 times and repeat until a response is given (announce department when knocking)<br>- provide proper greeting e.g. Good morning Mr. Smith<br>- request permission to enter room<br>- bring newspaper with breakfast order, if outside door

  • In-room dining order delivered as ordered and complete:<br><br>As ordered:<br>- all items requested<br>- no incorrect items <br>- items prepared as requested with adequate accompaniment and service items

  • Server presents order and creates dining ambiance:<br><br>- ask where to position table <br>- offer to position chairs and tables<br>- remove plastic wraps from items<br>- offers to adjust viewing angle of TV<br>- 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:<br><br>- check china, decor items, glassware, lines, silverware, table and tray

  • Server properly present the check:<br><br>- accurate and complete<br>- presented inside a Ritz-Carlton folder with a Ritz-Carlton pen

  • Food & Beverages are fresh, of high quality, and appropriately served:<br><br>Food presentation:<br>- be of high quality and fresh<br>- adequate in portion size<br>- delivered at the right temperature (cold/hot/warm)<br>- properly prepared (well-done, salty) etc.<br>- show attention to detail and visual appeal<br>- cold beverage must have a fresh garnish

  • In-room dining tray removal meets standard:<br><br>- within 2 hours of delivery or within 15 minutes following guest call for removal

  • In-room dining children menu meets the standard:<br><br>- include items made with organic, hormone free, preservative free ingredients (items must be designated in menu)<br>- include minimum of 1 gluten free item<br>- have a flat price including entree and beverage<br>- have 5 healthy options<br>- no list soda/soft drink in the children section

  • Employee owns and resolves guest's requests and opportunities immediately:<br><br>- listen actively <br>- offer genuine apology<br>- ask effective questions<br>- resolve within 10 minutes<br>- thank the guest<br>- ensure re-engagement through confirming satisfaction

  • Server takes pride in and care of personal appearance:<br><br>- follow grooming, appearance and uniform standards

  • Server provides a warm welcome (three step of service):<br><br>- make immediate eye contact, smile and acknowledge you<br>- provide eye contact and smiles throughout the warm welcome <br>- ask for a name and uses it throughout transaction

  • Server provides a fond farewell (three steps of service):<br><br>- provide fond farewell e.g. Have a nice/pleasant stay<br>- offer additional assistance<br>- mention own name at any time during encounter

  • Server uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- smiles, maintains eye contact <br>- offers to escort rather than pointing direction<br>- employee engages in a warm conversation to connect to your emotions<br>- only engages with work related conversation with other employees

  • Server anticipates needs:<br><br>- employee must offer a service/solution/opportunity to meet an anticipated need

  • Server enhances emotional engagement (positive):<br><br>- confident<br>- integrity<br>- pride<br>- passion

  • Server enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- passion

RESTAURANT - BREAKFAST

  • Enter Restaurant Name:

  • Enter Host/hostess Name:

  • Host/hostess seating procedures meet standard:<br><br>- offer to hang guest's coats<br>- provide table within 5 minutes of reserved time (if guest waits for table, inconvenience is acknowledged <br>- table is set up with appropriate place setting<br>- correct number of place setting - remove extra place setting<br>- pull chairs<br>- offer dark color napkins <br>- wish guest an enjoyable meal<br>

  • Host/hostess takes pride in and care of personal appearance:<br><br>- follow grooming, appearance and uniform standards

  • Host/hostess provides a warm welcome (three steps of service):<br><br>- make immediate eye contact, smile and acknowledge you<br>- acknowledge you if you are waiting in line<br>- provides eye contact and smiles throughout the warm welcome<br>- employee ask for name and uses it throughout transaction

  • Host/hostess uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- smiles, maintains eye contact <br>- offers to escort rather than pointing direction<br>- maintain "on-stage" presence with proper posture<br>- employee engages in a warm conversation to connect to your emotions<br>- only engages with work related conversation with other employees

  • Enter Server's Name:

  • Server is knowledgeable about menus and uses suggestive selling<br><br>- inform guest of specials and/or house specialties <br>- provide recommendations of menu items

  • Server greeting and order taking meets standard:<br><br>- offer beverage<br>- take order first - ladies<br>- repeat order back to guest to ensure accuracy

  • Food & Beverage service must be provided in a timely fashion:<br><br>pace of meal:<br>- service is not delayed or rushed <br>- server must approach table within 30 seconds after being seated<br>- all courses must be delivered in order and not overlap each other<br>- soiled plates must be removed within 2 minutes <br><br>Breakfast<br>- coffee and juice served within 1 minute upon acceptance of offer<br>- entree brought within 10 minutes<br>- all subsequent courses delivered 3 minutes from clearing of previous plate<br>- check is presented prior to completion of meal<br>- total maximum time: 30 minutes<br>

  • Beverage service and accompaniments meet standards:<br><br>Iced tea service:<br>- ice cubes solid<br>- iced tea spoon<br>- lemon wedge<br>- liquid sweetener<br><br>Coffee service<br>- must ask for preference of accompaniments e.g. Sugar, milk, cream etc.<br><br>Espresso/espresso type beverage<br>- must be served in appropriate cup<br>- must be presented with sugar and/or sweetener at or before table time of delivery<br><br>Tea service:<br>- if served loose: brewed in pot, strainer provided<br>- if served with tea bags: presented in a service box/tray, served with pot of hot water<br>- server must ask if guest prefers honey and lemon or milk<br>- requested accompaniments must be delivered at or before time of delivery<br>

  • Server provides exceptional service:<br><br>- courses simultaneously brought to the table, ladies first, food delivered to correct position without asking<br>- server asks if food is satisfactory at every course and takes corrective action if needed<br>- courses were not cleared before finished or without asking if finished<br>- glasses were not lifted from the table unless there is a physical barrier<br>- repeat back beverage type when offering to refresh beverage<br>- napkin folded when the guest is away from the table<br>- pace of meal is not noticeable; service is not delayed or rushed<br>- Food & Beverage served from the right<br>- plates are cleared from the right<br>- sauces and passed items are served from the left<br>- table was crumbed after completion of entree<br>- salt and pepper shakers, bread, butter plates removed after entree<br>- single dinner offer reading material<br>- children are provided with an appropriate drop snack prior to bringing the meal<br>

  • Server property presents the check:<br><br>- accurate and complete<br>- presented inside a Ritz-Carlton folder with a Ritz-Carlton pen<br>- present after guest refuses another round

  • Table enlivens the senses:<br><br>Tables must minimally:<br>- be clean and in good condition<br>- bud vase/arrangement is neat, fresh and presentable <br>- flatware - free of tarnish/wear<br>- lines neat <br>- napkins - pressed<br>- salt and pepper are present<br>

  • Restaurant menu and food quality meet standard:<br><br>Menu<br>- be clean and in good condition<br>- contain signature food and/or beverage offerings - must be identified on menu or verbally explained by server<br><br>Children menu meets the standard:<br><br>- include items made with organic, hormone free, preservative free ingredients (items must be designated in menu)<br>- include minimum of 1 gluten free item<br>- have a flat price including entree and beverage<br>- have 5 healthy options<br>- no list soda/soft drink in the children section<br>- be branded as Ritz-Kids<br><br>Food presentation:<br>- be of high quality and fresh<br>- adequate in portion size<br>- delivered at the right temperature (cold/hot/warm)<br>- properly prepared (well-done, salty) etc.<br>- show attention to detail and visual appeal<br>- cold beverage must have a fresh garnish

  • Restaurant provides an enjoyable ambiance:<br><br>- lighting e.g enable guests to read <br>- restaurant exhibits/displays tables - professional appearance <br>- music - not obtrusive to conversation <br>- plants - live or fresh floral displays<br>- room temperature - comfortable <br>- tables - uniformly set

  • Employee owns and resolves guest's requests and opportunities immediately:<br><br>- listen actively <br>- empathize <br>- apologize<br>- resolve<br>- notify

  • Server takes pride in and care of personal appearance:<br><br>- follow grooming, appearance and uniform standards

  • Server provides a warm welcome (three step of service):<br><br>- make immediate eye contact, smile and acknowledge you<br>- provide eye contact and smiles throughout the warm welcome <br>- ask for a name and uses it throughout transaction

  • Server provides a fond farewell (three steps of service):<br><br>- provide fond farewell e.g. Have a nice/pleasant stay<br>- offer additional assistance<br>- mention own name at any time during encounter

  • Server uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- smiles, maintains eye contact <br>- offers to escort rather than pointing direction<br>- maintain "on-stage" presence with proper posture<br>- employee engages in a warm conversation to connect to your emotions<br>- only engages with work related conversation with other employees

  • Server anticipates needs:<br><br>- employee must offer a service/solution/opportunity to meet an anticipated need

  • Server enhances emotional engagement (positive):<br><br>- confident<br>- integrity<br>- pride<br>- passion

  • Server enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- 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:<br><br>- confirm if reservation was made<br>- record guest arrival<br><br>Verify that host/hostess<br>- confirms correct details of reservation<br>- has record of your reservation<br>- note arrival in reservation book or computer<br>

  • Host/hostess seating procedures meet standard:<br><br>- offer to hang guest's coats<br>- provide table within 5 minutes of reserved time (if guest waits for table, inconvenience is acknowledged <br>- table is set up with appropriate place setting<br>- correct number of place setting - remove extra place setting<br>- pull chairs<br>- offer dark color napkins <br>- wish guest an enjoyable meal<br>- if menu is provided by employee, ladies first<br>

  • Host/hostess takes pride in and care of personal appearance:<br><br>- follow grooming, appearance and uniform standards

  • Host/hostess provides a warm welcome (three steps of service):<br><br>- make immediate eye contact, smile and acknowledge you<br>- acknowledge you if you are waiting in line<br>- provides eye contact and smiles throughout the warm welcome<br>- employee ask for name and uses it throughout transaction

  • Host/hostess uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- smiles, maintains eye contact <br>- offers to escort rather than pointing direction<br>- maintain "on-stage" presence with proper posture<br>- employee engages in a warm conversation to connect to your emotions<br>- only engages with work related conversation with other employees

  • Enter Server's Name:

  • Server is knowledgeable about menus and uses suggestive selling<br><br>- inform guest of specials and/or house specialties <br>- provide recommendations of menu items<br>- be knowledgable of wine list<br>- offer desserts and provide recommendation, suggest coffee/espresso

  • Server greeting and order taking meets standard:<br><br>- offer beverage<br>- offer bottled, still or sparkling wine water<br>- Provide bread and accompaniment e.g. Butter, oil, spread. Explain bread service, if butter served, must be a room temperature<br>- take order first - ladies<br>- repeat order back to guest to ensure accuracy

  • Food & Beverage service must be provided in a timely fashion:<br><br>pace of meal:<br>- guest is seated within 5 minutes of reservation time<br>- server must approach table within 30 seconds after being seated<br>- water served within 2 minutes after being greeted by server<br>- beverages (no water, coffee or juice) served within 2 minutes of order<br>- wine bottle presented within 3 minutes<br>- appetizers brought within 10 minutes<br>- all subsequent courses delivered within 3 minutes<br>- if entree is ordered without appetizer, it is served within 15 minutes of taking the order<br>- coffee with accompaniments presented within 3 minutes<br>- dessert menus presented within 3 minutes after previous course has been cleared<br>- dessert is served within 5 minutes of order<br>- check is presented within 3 minutes from request<br>- total maximum cycle: 60 minutes for Lunch and 90 minutes for dinner<br><br><br><br><br><br><br><br><br><br><br><br>

  • Beverage service and accompaniments meet standards:<br><br>Mixed drinks:<br>- employee must place a beverage napkin <br>- must be served with a fresh garnish<br><br>Wine by the glass must be 6 oz pour<br><br>Iced tea service:<br>- ice cubes solid<br>- iced tea spoon<br>- lemon wedge<br>- liquid sweetener<br><br>Coffee service<br>- must ask for preference of accompaniments e.g. Sugar, milk, cream etc.<br><br>Espresso/espresso type beverage<br>- must be served in appropriate cup<br>- must be presented with sugar and/or sweetener at or before table time of delivery<br><br>Tea service:<br>- if served loose: brewed in pot, strainer provided<br>- if served with tea bags: presented in a service box/tray, served with pot of hot water<br>- server must ask if guest prefers honey and lemon or milk<br>- requested accompaniments must be delivered at or before time of delivery<br>

  • Server provides exceptional service:<br><br>- courses simultaneously brought to the table, ladies first, food delivered to correct position without asking<br>- server asks if food is satisfactory at every course and takes corrective action if needed<br>- courses were not cleared before finished or without asking if finished<br>- glasses were not lifted from the table unless there is a physical barrier<br>- repeat back beverage type when offering to refresh beverage<br>- napkin folded when the guest is away from the table<br>- pace of meal is not noticeable; service is not delayed or rushed<br>- Food & Beverage served from the right<br>- plates are cleared from the right<br>- sauces and passed items are served from the left<br>- table was crumbed after completion of entree<br>- salt and pepper shakers, bread, butter plates removed after entree<br>- single dinner offer reading material<br>- children are provided with an appropriate drop snack prior to bringing the meal<br>

  • Server property presents the check:<br><br>- accurate and complete<br>- presented inside a Ritz-Carlton folder with a Ritz-Carlton pen<br>- present after guest refuses another round

  • Table enlivens the senses:<br><br>Tables must minimally:<br>- be clean and in good condition<br>- bud vase/arrangement is neat, fresh and presentable <br>- flatware - free of tarnish/wear<br>- lines neat <br>- napkins - pressed<br>- salt and pepper are present<br>

  • Restaurant menu and food quality meet standard:<br><br>Menu<br>- be clean and in good condition<br>- contain signature food and/or beverage offerings - must be identified on menu or verbally explained by server<br>- explain specials<br>- offer minimum of 16 wines by the glass<br><br>Children menu meets the standard:<br><br>- include items made with organic, hormone free, preservative free ingredients (items must be designated in menu)<br>- include minimum of 1 gluten free item<br>- have a flat price including entree and beverage<br>- have 5 healthy options<br>- no list soda/soft drink in the children section<br>- be branded as Ritz-Kids<br><br>Food presentation:<br>- be of high quality and fresh<br>- adequate in portion size<br>- delivered at the right temperature (cold/hot/warm)<br>- properly prepared (well-done, salty) etc.<br>- show attention to detail and visual appeal<br>- cold beverage must have a fresh garnish

  • Restaurant provides an enjoyable ambiance:<br><br>- lighting e.g enable guests to read <br>- restaurant exhibits/displays tables - professional appearance <br>- music - not obtrusive to conversation <br>- plants - live or fresh floral displays<br>- room temperature - comfortable <br>- tables - uniformly set

  • Employee owns and resolves guest's requests and opportunities immediately:<br><br>- listen actively <br>- empathize <br>- apologize<br>- resolve<br>- notify

  • Server takes pride in and care of personal appearance:<br><br>- follow grooming, appearance and uniform standards

  • Server provides a warm welcome (three step of service):<br><br>- make immediate eye contact, smile and acknowledge you<br>- provide eye contact and smiles throughout the warm welcome <br>- ask for a name and uses it throughout transaction

  • Server provides a fond farewell (three steps of service):<br><br>- provide fond farewell e.g. Have a nice/pleasant stay<br>- offer additional assistance<br>- mention own name at any time during encounter

  • Server uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- smiles, maintains eye contact <br>- offers to escort rather than pointing direction<br>- maintain "on-stage" presence with proper posture<br>- employee engages in a warm conversation to connect to your emotions<br>- only engages with work related conversation with other employees

  • Server anticipates needs:<br><br>- employee must offer a service/solution/opportunity to meet an anticipated need

  • Server enhances emotional engagement (positive):<br><br>- confident<br>- integrity<br>- pride<br>- passion

  • Server enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- 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

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.