Bar/ Lounge Service

Location

Staff is highly articulate and avoids slang and excessive use of phrasefragments

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

The guest is greeted within 30 seconds and marked with a distinctive coaster or cotton/linen napkin.

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

The menu is offered, orientation is provided, highlights are shared, and recommendations are made.

Elements of storytelling are incorporated while sharing menus with the guest, personalized with any known interests and preferences.

Sparkling, iced, or still water, as well as an opportunity to order beverage(s), is offered.

The beverage order is taken upon greeting or within 1 minute of the guest placing the menu down.

Inquiry about dietary restrictions, preferences, or allergies, or proactive acknowledgement of these if previously made known, is necessary before taking the guest’s order

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

When unable to serve directly from the bottle, wine is served in an individual carafe to the guest

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

If the guest transitions to another selection, a fresh glass is presented

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

Additional beverages are offered when 1/3 full. If the guest declines additional beverages, the glass is removed within one minute of being empty.

Staff attentively maintains tabletop/bar counter area

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

Beverage menu includes an exceptional and interesting variety of topquality 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

No less than 2 options for complimentary Bar Snacks are offered with the beverages, along with a cloth or linen napkin for each guest; paper is not permitted.

If provided, snacks are of extremely high quality and distinctive in presentation. The bar snacks’ local ties are shared with the guest by highlighting specific ingredients, stories, and/or history..

If snacks are served, napkins are provided

Food is served within 15 minutes of placing order.

Food is served using open hand service and moving clockwise, when applicable

Additional utensils are provided for sharing plates.

The plate is eloquently described as it is served to the proper position

If dietary restrictions, preferences, or allergies are made known and a dish modification is required, they are appropriately acknowledged when the meal is being served.

Additional courses are served within 5 minutes of clearing previous course plates

Satisfaction is assessed prior to departing and an offer to enjoy the meal is extended.

Satisfaction is ensured within 2 minutes of serving the meal.

Bar snacks are replenished as needed

Guests are actively and meaningfully engaged with by the manager at least once during service.

The pace is convenient for guests and serviced without excessive delays

Soiled cutlery is always replaced. Napkins are refolded or replaced, as needed. The area is attentively maintained.

If provided, napkins are made of linen or cotton

All drinks are served on distinctive coasters

Serviceware is in excellent condition, free of damage or wear

Serviceware is completely clean and hygienic in appearance

Tables, chairs and/or seats are completely clean and hygienic in appearance

Tables, chairs and/or seats are well-maintained 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 in a designated presenter with concept-branded pens, if necessary. A Waldorf Astoria pen is acceptable, and collected.

The bill is accurate

The check is presented to the guest upon request or placed if the guest declines further service

The check is processed within 1 minute of guest handling or immediately upon departure

Upon departure, the guest(s) are thanked politely and extended an invitation to return. Guests are engaged with when passing

Tables are to be cleaned within 5 minutes