Title Page
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Location Audited
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Conducted on
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Lady or Gentleman Audited
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Auditor
Services
Courtesy and Manners
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
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Staff readily smiles and maintains an engaging expression.
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Staff makes eye contact and keeps focus on the guest.
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Staff closes interactions with polite, and appropriate remarks.
Efficiency
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Once the guest is seated, they are greeted within 1 minute.
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First drinks are served within 5 minutes of offering at a table, or 4 minutes of ordering at the bar counter, unless otherwise advised by server.
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Follow-up rounds are discreetly offered within 1 minute of glass being empty.
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Vacated spaces are cleared within 3 minutes at the bar counter or within 5 minutes at a table.
Graciousness, Thoughtfulness, & Sense of Personalized Service
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Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful.
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known.
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Staff is discreet and unobtrusive throughout the experience, while remaining attentive.
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Staff does not decline any request without offering appropriate alternatives.
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Wine by the glass service includes an offer of a tasting sample.
Guest Comfort and Convenience
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It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them.
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Beverage menu includes an exceptional and interesting variety of top-quality liquors and beers. Wine by the glass are also listed.
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At least one fresh snack is offered with the drinks.
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If snacks are served, napkins are provided.
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The seating arrangement is completely comfortable and adequately distanced from service traffic and other guests.
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Music and/or entertainment are provided in a style appropriate to the bar/lounge setting; volume and sound quality and comfortable.
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The bill is conveniently and discreetly presented and collected.
Technical Execution, Skill, & Knowledge
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Server can helpfully discuss details of beverages and bar offering and provide appropriate recommendations, if asked.
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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.
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All items ordered are served accurately and server does not have to ask who ordered what.
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Wine by the glass service includes demonstration of the label and pouring at the table.
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Staff attentively maintains tabletop/bar counter area.
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The bar/lounge exhibits a well-organized and professional appearance; tables are uniformly set.
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The bill is accurate.
Staff Appearance
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All staff encountered are wearing clean and well-fitted uniforms.
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Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.
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Staff maintains alert posture and behaves professionally in the view of the guest.
Sense of Luxury
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Mixed drinks/cocktails are dynamically interesting and/or photogenic.
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Beverages will be served in high quality glassware completely appropriate to the drink.
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At least 3 we’ll-chosen and diverse red wines, 3 white wines, and 1 Champagne/sparkling wine are available by the glass.
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Menu includes an exceptional specialty offering.
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If provided, snacks are of extremely high quality and distinctive in presentation.
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All drinks are served on distinctive coasters.
Wellness
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Beverage menu features at least 2 high quality non-alcoholic beverage options.
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The lounge environment is comfortable, including appropriate temperature, and the air is fresh.
Food and Beverage Quality
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Beverages are served at appropriate temperatures.
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Beverage pours/portions are appropriate.
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Mixed drinks and cocktails are correctly prepared and well-balanced.
Facilities
Sense of Luxury
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If provided, napkins are made of linen or cotton.
Cleanliness and Condition
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Beverage menu and check presenter are in pristine condition, free of damage. Beverage menu is grammatically correct.
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Serviceware is in excellent condition and completely clean and hygienic in appearance.
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The guest’s seating area is clean and in excellent condition.
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Service stations, bar counter and bar back area are always neatly maintained and eye appealing.
Sustainability
Facilities
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Menu offerings include sustainably sourced options.
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Efforts are made to reduce single-use plastic.
