2018 RC BSA - Lounge Server/Bartender

Lounge/bar must minimally meet: Candles kept lit, even when table not occupied (if applicable)

Lighting - enables guest to read menus

Music - soft background or live

If plants are present they must be live or fresh floral displays

Room temperature - comfortable, unnoticed by guests

Tables are not preset

Table must be level and stable

Once set, table setting minimally must Be clean and in good condition

Bud vase/arrangement is neat, fresh and presentable (optional)

Flatware - free of tarnish/wear

Linens neat (if applicable)

Napkins - pressed all-cotton or linen

o It is acceptable for outdoor lounge/bar seating to use a different type of napkin

Lounge menu must minimally: Be preset on counter/tables or provided by employee

Be clean and in good condition

List a variety of top quality alcoholic beverages, beers and wine

o At least 3 red wines, 3 white wines and 1 champagne/sparkling wine are listed

List non-alcoholic beverages

The employee must Make immediate eye contact, smile and acknowledge you

Provide eye contact and smiles throughout the warm welcome

Greet or acknowledge guest within 1 minute of being seated

Greet the guest with the appropriate situational greeting e.g. (good evening, Aloha, welcome to the lounge)

Ask for name and uses it throughout interaction

Offer drinks or wine from the bar

Suggestively upsell (e.g. "Certainly, would you prefer Grey Goose?")

Deliver beverage within 3 minutes from order

Deliver beverage according to standard

o Trays must be used for beverage service at tables

o On a napkin or coaster at bar

Present savory snack with/before beverage service

o A minimum of two snacks must be offered

Be knowledgeable about lounge beverage menu

Provide personal recommendations from lounge menu when asked

Ask if beverages are satisfactory

Offer second round of drinks within 1 minute of glass being at 2/3 empty

Replenish snacks when 3/4 empty

Clear all debris (e.g. stirrer sticks, fruit garnish) from occupied tables within 2 minutes

Pace of service must not be noticeable; there are no awkward delays or rushed events

Employee must offer a service/solution/opportunity to meet an anticipated need

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”

Offer alternatives that may help meet the need in another way

Check must be Accurate and complete

Presented inside a Ritz-Carlton folder with a Ritz-Carlton pen

o Lounge-specific branded folder/pen acceptable

Presented after guest refuses offer for another round (US/CAN, South, CALA)

Presented after guest requests check (AP, EU, MEA)

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”,

Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)

Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)

Mention own name at any time during encounter

Employees are expected to provide a service experience that positively influences emotional engagement