Bar/Lounge Service

Site conducted

Staff politely acknowledges the guest when reasonably possible

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

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, including varieties of liquors, beers and wines available

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

When known, the guest's name is used naturally as a signal of recognition

Staff closes interactions with polite, appropriate remarks

All staff encountered are wearing professional, clean and well-fitted uniforms

All staff encountered are extremely well-groomed while appropriately representing the property style

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 and given the opportunity to order beverages

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

Beverages have a distinctive presentation

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

Beverages are served at appropriate temperatures

Beverage pours/portions are generous and appropriate

Mixed drinks and cocktails have a well-balanced/normal flavor, are appropriately garnished and all beverages are prepared precisely as specified by the guest

All iced beverages are served with the appropriate style of ice

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

If provided, beverage menu features a selection of non- alcoholic beverage options

A variety of fresh snacks 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 linen or other 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 swiftly cleared

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

If background music is provided, it is in a style appropriate to the lounge atmosphere, and volume and sound quality of music is comfortable; if live entertainment is provided, it is professional/polished in execution