Title Page
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Conducted on
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Prepared by
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Location
Host/Hostess Seating
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Guest is seated within 5 minutes of arriving at the host stand
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All guests must be escorted to their table by host/ess, server, or manager
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Make immediate eye contact, smile and acknowledge you
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Acknowledge you if you are waiting in line
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Provides eye contact and smiles throughout the warm welcome
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Employee asks for name and uses it throughout transaction
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Offer to hang guests' coats, if appropriate
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Provide table within 5 minutes of reserved time (lunch/dinner)
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o If guests wait for table, inconvenience is acknowledged
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Ensure table is set up with appropriate place settings
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o Correct number of place settings for guests at table (e.g. removing extra place settings if needed)
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o High chair/booster, if applicable
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o It is acceptable if another employee provides these services (e.g. server attendant)
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Pull chair(s) out
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o Ladies first (US/CAN, CALA, South, EU)
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Wish guest(s) an enjoyable meal
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o If server seats guests, it is acceptable to not wish an enjoyable meal
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If menus provided by employee, they are provided to ladies first or head of table (AP, MEA)
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Employees are expected to provide a service experience that positively influences emotional engagement
Breakfast Service
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Server must Make immediate eye contact, smile, and acknowledge you
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Provides eye contact and smiles throughout the warm welcome
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Use guest's name throughout interaction
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Server is knowledgeable about menus and uses suggestive selling
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Server must approach table within 30 seconds after being seated
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o It is acceptable if a supporting staff member provides the initial greeting after seating
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Inform guest of the specials and/or house specialties (lunch/dinner)
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Provide recommendations of menu items, if asked
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If guest makes a special request employee must Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”
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Offer alternatives that may help meet the need in another way
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Offer beverages
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Take order first from Ladies (US/CAN, CALA, EU, SOUTH)
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Repeat order back to guest to ensure accuracy
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Courses simultaneously brought to table for all guests
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o Ladies served first
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o Food delivered to correct person without asking
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Server asks if food satisfactory at every course and takes corrective action if needed
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Courses were cleared after finished or after asking if finished
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Glasses were not lifted from table to pour unless there is a physical barrier
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Repeat back beverage type when offering to refresh beverage (e.g. "Would you like another Absolut Espresso Martini?", "Certainly, I would be happy to bring you another Mondavi chardonnay")
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Napkin refolded when guests are away from the table
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Pace of meal never noticeable; service is not delayed or rushed
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Food and beverage served from right, unless not accessible
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o Food not served over guest's shoulder, but from the side
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Plates are cleared from right, unless not accessible
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Sauces and passed items are served from left, if applicable
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Table was crumbed after completion of entree;
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Salt and pepper shakers and bread and butter plates are removed after entree (lunch/dinner)
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Single diner offered reading material
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Children are provided with an appropriate drop snack within 3 minutes of sitting down
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Service is not delayed or rushed:
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o All courses must be delivered in order and not overlap each other
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o Soiled plates must be removed within 2 minutes after all guests at table have completed their course
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For Guests enjoying the Full buffet: only seating, beverage service and clearing/cleaning standards apply
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Employee must offer a service/solution/opportunity to meet an anticipated need
Timeliness of Service for Breakfast
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Coffee (non-specialty) and/or juice served within 1 minute upon acceptance of offer
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Entree brought within 10 minutes unless a longer preparation time has been advised at the time of order
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All subsequent courses delivered within 3 minutes from clearing of previous course
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Check is presented prior to completion of the meal (US/CAN, CALA)
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Total maximum time: 30 minutes, unless guest lingers over courses
Check must be:
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Accurate and complete
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Presented inside a Ritz-Carlton folder with a Ritz-Carlton pen
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o Restaurant-specific branded folders/clipboards and pens are acceptable
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o Check presenter and pen must be in good condition
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Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”
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Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)
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Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
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Mention own name at any time during encounter
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Employees are expected to provide a service experience that positively influences emotional engagement
Beverage service and accompaniments standards
A choice of juices are offered:
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· At least two must be fresh or distinctive
Cold beverages other than juices must be served, at time of delivery, with:
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· Solid, square ice cubes, if ice is used
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· Fresh garnish on rim of glass
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Iced tea (non-flavored) must be served, at time of delivery, with:
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Ice cubes - solid
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Iced tea spoon
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Lemon/mint garnish on rim of glass
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Lemon wedge - unless garnished with lemon
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Liquid sweetener
Coffee service
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Employee must ask for guest's preference of accompaniments (i.e. sugar, milk, cream)
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o It is acceptable for the accompaniments to be preset on the table at buffet only restaurants
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Requested accompaniments must be delivered at or before time of delivery
Espresso/espresso type beverages
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Must be served in appropriate cup
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Must be presented with sugar and/or sweeteners at or before time of delivery
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o It is acceptable for sugar/sweeteners to be presented in other than caddie/container
Tea:
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If served loose Brewed in a pot
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o Strainer provided (It is acceptable if strainer is built into the pot)
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If served with tea bags Presented in a service box/tray
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o Served with a pot of hot water
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Requested accompaniments must be delivered at or before time of delivery
Table setting, Menu & Quality of Food
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Table must be level and stable
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Table setting minimally must Be clean and in good condition
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Bud vase/arrangement is neat, fresh and presentable (optional)
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Flatware - free of tarnish/wear
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Condiments served in appropriate containers (e.g. ramekins)
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o No full sized bottles or portion packs, except for sweeteners
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Linens neat (if applicable)
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Napkins - pressed all-cotton or linen
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o It is acceptable for outdoor restaurants to use a different type of napkin
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Salt and pepper shakers are present
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o It is acceptable if salt and pepper are served/offered
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o It is acceptable to not offer salt and/or pepper if the restaurant concept is a cuisine that does not utilize salt and pepper (e.g. Japanese, Chinese)
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Menu must Be clean and in good condition
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Offer at least 2 healthy options
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Contain signature food and beverage offerings
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o Signature item(s) must be identified on the menu (e.g. by formatting, item name) or verbally explained by the server
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o Daily special(s) are not acceptable for signature item(s)
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It is acceptable for buffet restaurants to not have a printed menu
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For casual dining restaurants, a specially designed, age appropriate menu for children must be available and minimally include a minimum of one (1) gluten-free item
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Have a flat price including entree and beverage
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Have five (5) healthy options
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Not list soda/soft drinks
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Be branded as Ritz-Kids using the correct brand voice and menu design
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o Ritz-Kids branded crayons and cups are presented with the Ritz-Kids menu and activity book once seated in any of the restaurants
Food and beverage presentations must
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Be of high quality and fresh
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Adequate in portion size
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Delivered at right temperature (cold/hot/warm)
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Properly prepared (well-done, salty, etc.)
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Show attention to detail and visual appeal
Buffet food and beverage presentations must:
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Be well-stocked and fresh and appetizing in overall appearance
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o No dishes more than half empty
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o No juice pitchers more than half empty
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Be appetizing in overall appearance
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Provide labels for all dishes
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o Nor photocopied or hand-written
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o Professional in appearance
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o In brand voice or fitting restaurant theme
All areas of the restaurant in view of the guest must minimally have:
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Dining room exhibits/display tables - professional in appearance
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Lighting - enables guest to read menus
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Music - background, not obtrusive to conversation
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Plants - live or fresh floral displays
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Room temperature - comfortable, unnoticed by guests
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o For outdoor restaurants, do not evaluate the temperature
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Tables - uniformly set
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Heart of house items must not be stored in visible guest areas (e.g. tables, chairs, carts)
