Title Page
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Conducted on
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Prepared by
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Location
Arrival Host/Hostess
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Make immediate eye contact, smile, and acknowledge you
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Provide eye contact and smiles throughout the warm welcome
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Learn the guest's name and use it throughout the interaction
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Confirm if reservation was made
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Record guests' arrival
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All guests must be escorted to their table by host/ess, server, or manager
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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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Guest is given the approximate wait time
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Guest is seated within 5 minutes of wait time given
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Refreshments are offered to waiting guests (e.g. a drink from the bar)
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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 Obtain high chair, 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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Demonstrate Appreciation (e.g. “Thank you for dining with us”, “We appreciate you joining us this evening”)
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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
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Employees are expected to provide a service experience that positively influences emotional engagement
Lunch/Dinner Service
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Server must 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 asked for an off-menu item or preparation adjustment, server reacts graciously and accommodatingly (e.g. let me see what I can do for you)
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Be knowledgeable of the beverage list (lunch/dinner)
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o It is acceptable if a wine steward/sommelier provides recommendations
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Offer dessert (lunch/dinner)
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o Provide recommendations, if asked
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o At appropriate time during service if it requires extended preparation time to prepare (e.g. souffle')
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o Suggest coffee/espresso/other appropriate after dinner beverage based on concept
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Offer beverages
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Offers bottled, still or sparkling waters (lunch/dinner)
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Provide bread and accompaniment (e.g. butter, oil, spread) (lunch/dinner)
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o Types of bread explained, if variety exists
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Explanation should not interfere with conversation
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o Butter served at room temperature, if applicable
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o If the concept of the restaurant does not include bread service (e.g. Asian, poolside), it is acceptable for bread and accompaniment to not be served
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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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o It is acceptable for the order to be taken from the head of the table or host of the party first (AP, MEA)
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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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Pace of meal must never be noticeable:
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Service is not delayed or rushed:
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o Server must approach table within 30 seconds after being seated
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It is acceptable if a supporting staff member provides the initial greeting after seating
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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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Full buffet restaurants: only seating, beverage service and clearing/cleaning standards apply
Food/beverages are served according to the following timing standards, with no more than 2 items taking longer than outlined below:
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o Guest is seated within 5 minutes of reserved time
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o Water served within 2 minutes after being greeted by server
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o Beverages (not water/coffee/juice) served within 2 minutes of order
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It is acceptable for mixed cocktails to take up to 5 minutes
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o Wine by the bottle presented within 3 minutes of order
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o Appetizers brought within 10 minutes
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o All subsequent courses delivered within 3 minutes from clearing of previous course
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o If entree is ordered without an appetizer, it is served within 15 minutes of taking the order unless a longer preparation time has been advised at time of order
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o Coffee with accompaniments presented within 3 minutes of order
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o Dessert menus presented within 3 minutes after previous course has been cleared
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o Dessert served within 5 minutes of order
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o Check is presented within 3 minutes from request
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o Total maximum cycle time (unless guest dictates a slower pace):
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60 minutes for lunch
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90 minutes for dinner (3 courses or less)
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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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o It is acceptable to lift the glass if beer is being poured at the table
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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 prior to bringing meal (i.e. apple slices)
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Employee must offer a service/solution/opportunity to meet an anticipated need
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Management must interact with guests during dinner
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
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Place a beverage napkin to indicate that the guest has ordered a drink
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Serve the beverages on a tray
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Cold beverages other than iced tea (e.g. soft drinks, mixed drinks) 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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Beer must be served With or in a chilled glass (If beer is poured at table, it is acceptable to lift the glass from the table to pour)
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
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Wine by the glass Must be a 6 oz. pour
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Wine by the bottle Demonstrates label and pouring at the table with the label left facing the guest.
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A taste is always offered.
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For wine pairings, wine is poured prior to receiving food.
Table setting, menu and food quality
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Table must be level and stable
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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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Be in brand voice or consistent with the theme/season of the restaurant
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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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Offer a minimum 16 wines by the glass
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It is acceptable for buffet restaurants to not have a printed menu
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For restaurants that serve children, a specially designed, age appropriate menu for children must be available and minimally:
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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
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o Ritz-Kids branded crayons and cups are presented with the Ritz-Kids menu and activity folder once seated in any of the restaurants
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Food and beverage presentations must 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
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Buffet food and beverage presentations must 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
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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)
