Banquet Server BVP

• Conducted on

  Date

• Prepared by

• Location
  Address

Team Member

• Name

Workstation Preparation

• Was the Buffet setup and labelled properly for Guest Convenience? (If Team Member's station is Buffet)?

  Yes

  No

  N/A

• Was the Table setup properly (neat & organized) for Guest Convenience (If Team Member's station is Tables)?

  Yes

  No

  N/A

Maintain Professional Impression

• Is the Team Member in the proper uniform and well groomed?

  Yes

  No

  N/A

• Did the Team Member demonstrate hotel knowledge by promptly answering questions and providing accurate information?

  Yes

  No

  N/A

Making Positive Impression

• Did the Team Member Smile and Greet Guests as they entered into their designated workstation?

  Yes

  No

  N/A

• Did the Team Member maintain eye contact and positive body language while interacting with the Guests?

  Yes

  No

  N/A

• Did the Team Member maintain their workstation in a Tidy and Clean manner?

  Yes

  No

  N/A

• Did the Team Member positively acknowledge and engage with Children?

  Yes

  No

  N/A

Empowerment

• Did the Team Member quickly address Guests' requests?

  Yes

  No

  N/A

• Did the Team Member resolve the Guests' Complaints or Concerns using the HEART model?

  Yes

  No

  N/A

• If the Guest request could not immediately be accommodated, did the Team Member provide positive alternatives and a timely action plan?

  Yes

  No

  N/A

Inspirational Hilton Moments

• Did the Team Member demonstrate Enthusiasm, Passion, Commitment, Pride in Brand, Professionalism and High Spirit?

  Yes

  No

  N/A

• Did the Team Member Thank the Guest and invite back (or an appropriate farewell - "Look forward to seeing you at Lunch")?

  Yes

  No

  N/A

Summary

• Did you address opportunities and coach the Team Member?

  Yes

  No

  N/A

• Did you recognize the Team Member for their exceptional guest service?

  Yes

  No

  N/A

• Additional Notes