Information
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Property Name:
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Property Code:
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Conducted on
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Audited Conducted by:
BAR/LOUNGE
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Enter Lounge Name:
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Enter Server/Bartender Name:
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Enter Receipt number for Lounge/Bar Purchase:
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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
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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
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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
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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
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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
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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
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Server/Bartender takes pride in and care of personal appearance:<br><br>- follow grooming, appearance and uniform standards
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Employee owns and resolves guest's requests and opportunities immediately:<br><br>- listen actively <br>- empathize <br>- apologize<br>- resolve<br>- notify
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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
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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
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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
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Server/Bartender anticipates needs:<br><br>- employee must offer a service/solution/opportunity to meet an anticipated need
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Server/Bartender enhances emotional engagement (positive):<br><br>- confident<br>- integrity<br>- pride<br>- passion
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Server/Bartender enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- passion
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Bar/Lounge Service Area and Equipment Cleanliness
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Bar/Lounge Service Area and Equipment Condition
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Bar/Lounge Cleanliness - Floor
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Bar/Lounge Condition - Floor
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Bar/Lounge Cleanliness - Walls, Doors, Ceiling, Windows/Treatments
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Bar/Lounge Condition - Walls, Doors, Ceiling, Windows/Treatments
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Bar/Lounge Cleanliness - Furniture, Equipment, Décor Items
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Bar/Lounge Condition - Furniture, Equipment, Décor Items
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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
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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
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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
