BSA 2017 - Sheraton | F&B

• 2017 BSA - Sheraton | F&B

• Created by Parthian Yogarajah | IT Manager | Sheraton Gateway Toronto

Lobby Bar

• Enter Associate name(s)

• If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Uniform, name tag and Sheraton pride pin meets standard

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Craft Beer selection meets brand standard

  Yes

  No

  N/A

• Sheraton Selects meets brand standard (US/CAN, CALA, EUR, MEA)

  Yes

  No

  N/A

• Premium bar snacks meet brand standard

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Lounge/Bar Service Area/Equipment - Cleanliness

  Compliant

  Minor

  Major

  N/A

• Lounge/Bar Service Area/Equipment - Condition

  Compliant

  Minor

  Major

  N/A

• Lounge Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Lounge Condition - Floor

  Compliant

  Minor

  Major

  N/A

• Lounge Cleanliness - Wall/Doors/Ceiling/Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Lounge Cleanliness - Furniture/Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

• Lounge Condition - Furniture/Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

In-Room Dining

• Enter Associate name(s)

• Telephone – Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Delivery - Room delivery announcement meets standard

  Yes

  No

  N/A

• Delivery - Warm welcome/greeting provided

  Yes

  No

  N/A

• Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Delivery - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Delivery - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Uniform, name tag and Sheraton pride pin meets standard

  Yes

  No

  N/A

• Delivery - Guest name used during the experience, when known

  Yes

  No

  N/A

• In-Room Dining meal periods meet standard

  Yes

  No

  N/A

• Automatically applied in-room dining gratuity/service charges meet standards

  Yes

  No

  N/A

• Delivery - Further assistance offered to the guest

  Yes

  No

  N/A

• Delivery - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Delivery - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

Sheraton Club

• Enter Associate name(s)

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Uniform, name tag and Sheraton pride pin meets standard

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Sheraton Club Lounge amenities meet standards

  Yes

  No

  N/A

• Sheraton Club day time Food and Beverage service meets standard

  Yes

  No

  N/A

• Sheraton Club evening Food and Beverage service meets standard

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Concierge Lounge Cleanliness - Floor

  Yes

  No

  N/A

• Concierge Lounge Condition - Floor

  Yes

  No

  N/A

• Concierge Lounge Cleanliness - Walls/Doors/Ceiling/Windows/Treatments

  Yes

  No

  N/A

• Concierge Lounge Condition - Walls/Doors/Ceiling/Windows/Treatments

  Yes

  No

  N/A

• Concierge Lounge Cleanliness - Furniture/Equipment/Décor Items/ Signage

  Yes

  No

  N/A

• Concierge Lounge Condition - Furniture/Equipment/Décor Items/ Signage

  Yes

  No

  N/A

Restaurant

• Enter Associate name(s)

• Host/Hostess - If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Host/Hostess - Warm welcome/greeting provided<br>

  Yes

  No

  N/A

• Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Host/Hostess - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Uniform, name tag and Sheraton pride pin meets standard

  Yes

  No

  N/A

• Host/Hostess - Guest name used during the experience, when known

  Yes

  No

  N/A

• Host/Hostess - Further assistance offered to the guest

  Yes

  No

  N/A

• Host/Hostess - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Host/Hostess - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Server - Warm welcome/greeting provided

  Yes

  No

  N/A

• Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Server - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server - Uniform, name tag and Sheraton pride pin meets standard

  Yes

  No

  N/A

• Audible music in restaurant

  Yes

  No

  N/A

• Signature Breakfast program is offered (EUR, MEA)

  Yes

  No

  N/A

• Table Service meets standard

  Yes

  No

  N/A

• Check presentation meets brand standard

  Yes

  No

  N/A

• Server - Guest name used during the experience, when known

  Yes

  No

  N/A

• Server - Further assistance offered to the guest

  Yes

  No

  N/A

• Server - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Server - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Restaurant Buffet Area and Equipment - Cleanliness

  Compliant

  Minor

  Major

  N/A

• Restaurant Buffet Area and Equipment - Condition

  Compliant

  Minor

  Major

  N/A

• Dining Area Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Dining Area Condition - Floor

  Compliant

  Minor

  Major

  N/A

• Dining Area Cleanliness - Walls/Doors/Ceiling/ Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Dining Area Condition - Walls/Doors/Ceiling/ Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Dining Area Cleanliness - Furniture/ Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A