AUART - 2024 - Bar/ Lounge Service

Staff is highly articulate and avoids slang and excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

Staff readily smiles and maintains an engaging expression

Staff makes eye contact and keeps focus on the guest

* Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

* It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

Server can helpfully discuss details of beverages and bar offerings and provide appropriate recommendations, if asked

Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

* Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

Staff closes interactions with polite, appropriate remarks

All staff encountered are wearing clean and well-fitted uniforms

Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the guest

* Staff is discreet and unintrusive throughout the experience, while remaining attentive

* Staff does not decline any request without offering appropriate alternatives

Once the guest is seated, they are greeted within one minute

First drinks are served within five minutes of ordering at a table, or four minutes of ordering at the bar counter, unless otherwise advised by server

Follow-up rounds are discreetly offered within one minute of glass being empty

All items ordered are served accurately and server does not have to ask who ordered what

Wine by the glass service includes demonstration of the label and pouring at the table

* Wine by the glass service includes an offer of a tasting sample

* Mixed drinks/cocktails are dynamically interesting and/or photogenic

* Beverages will be served in high quality glassware completely appropriate to the drink

Beverages are served at appropriate temperatures

Beverage pours/portions are appropriate

Mixed drinks and cocktails are correctly prepared and well-balanced

Staff attentively maintains tabletop/bar counter area

* Beverage menu and check presenter are in pristine condition, free of any damage. Beverage menu is grammatically correct

* Beverage menu includes an exceptional and interesting variety of top-quality liquors and beers. Wines by the glass are also listed

At least three well-chosen and diverse red wines, three white wines and one Champagne/sparkling wine are available by the glass

* Menu includes an exceptional specialty offering

Beverage menu features at least two high quality non-alcoholic beverage options

* At least one fresh snack is offered with the drinks

* If provided, snacks are of extremely high quality and distinctive in presentation

* If snacks are served, napkins are provided

If provided, napkins are made of linen or cotton

All drinks are served on distinctive coasters

* Serviceware is in excellent condition and completely clean and hygienic in appearance

* The guest's seating area is clean and in excellent condition

The bar/lounge exhibits a well-organized and professional appearance; tables are uniformly set

Vacated spaces are cleared within three minutes at the bar counter or within five minutes at a table

The lounge environment is very comfortable, including appropriate temperature, and the air is fresh

* The seating arrangement is completely comfortable and adequately distanced from service traffic and other guests

* Music and/or entertainment are provided in a style appropriate to the bar/lounge setting; volume and sound quality are comfortable

* Service stations, bar counter and back bar area are always neatly maintained and eye appealing

* The bill is conveniently and discreetly presented and collected

The bill is accurate

Menu offerings include sustainably sourced options

Efforts are made to reduce single-use plastic