BVLG - F&B - Drinks Service 23.07.23

1. Was the guest greeted or acknowledged within 1 minute upon entering the bar/lounge?

2. Did the employee offer to take the drinks order within 3 minutes of seating?

3. Did the employee show good product knowledge when taking the order and promote local/signature drinks, where applicable?

4. Did the drinks menu include one or more crafted non-alcoholic/healthy beverage option(s)?

5. Did the employee offer a choice of brand/variety when taking the drink order if there was an opportunity to do so?

6. Did the employee offer the option to order food or supply a restaurant menu?

7. Was the correct drinks order served within 5 minutes of order (8 minutes for cocktails) unless advised of a delay?

8. Was the correct order served to each guest without any prompting required?

9. Were drinks served and cleared using a tray?

10. Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)?

11. If wine by the glass is ordered, did the waiter present the bottle and offer a sample before filling the glass accordingly (n/a for Enomatic wine system, or similar, by the glass)?

12. Did the waiter supply and place drinks on coasters (not required for stemware)?

13. Were the drinks served in the correct, clean (unchipped) glassware with the appropriate fresh garnish and a non-plastic stir stick/straw (if required)?

14. Were drinks served at the appropriate temperature (chilled, room temperature, etc.)?

15. Did the waiter automatically offer a minimum of two varieties of snacks, and in the case of shelled nuts or olives, was a pit bowl provided?

16. Were the snacks fresh and of good quality?

17. Were the snacks topped up as required?

18. Did the waiter supply serviettes/cocktail napkins with the snacks/drinks?

19. Did the waiter offer an additional beverage within 2 minutes of drink being empty?

20. Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request in a clean billfold (or similar) that was in good condition?

21. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

22. Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?

23. Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?

24. If a bar list was provided, was it clean and in good repair, grammatically correct and easy to read?

25. Were all food and beverages free of single-use plastic?

26. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?

27. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

28. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

29. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

30. Did the employee use the guest's name naturally and discreetly without overusing it?

31. Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required?

32. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of <br>the guest?

33. Did the employee adapt to a changing situation and/or guest's need?

34. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

35. Did an employee personalize the interaction in any way and engage the guest as an individual?

36. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

37. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

38. Did employees maintain alert postures and respect the guest's presence when interacting with each other?

39. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?