BVLG - F&B - Light Meals 23.07.23

1. Was the guest greeted or acknowledged within 1 minute upon entering the restaurant/lounge or within 5 minutes if seated at the beach or poolside lounger?

2. Did the employee present a menu (if applicable) and offer to take the food and beverage order within 5 minutes of seating, or within 5 minutes of presenting a menu if seated at the beach / poolside lounger?

3. Was local mineral water or hotel filtered bottled water promoted?

4. Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set priced menus and/or any items that were not available?

5. Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?

6. Did the employee accommodate any reasonable off menu requests?

7. Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

8. If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

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

10. Were drinks served and cleared using a tray?

11. 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)?

12. Was the correct order served within 15 minutes of order or 20 minutes if ordered from the beach/poolside lounger, unless the employee informed the guest of an expected delay (i.e. due to longer preparation times)?

13. Were all plated items served with as little disruption to the guest as possible and with the correct order served to each guest without any prompting required?

14. Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

15. Did the waiter offer an additional beverage within 2 minutes of drink being empty or 5 minutes if seated at the beach/poolside lounger?

16. Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

17. Did the waiter automatically offer desserts, either verbally or by presenting the menu?

18. Was dessert served within 10 minutes of order being taken or within 15 minutes if seated at the beach/poolside lounger?

19. Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) n/a to beach/poolside lounger service?

20. Was the coffee/tea served within 5 minutes of order?

21. Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?

22. Did an employee visit the table to ascertain at any point if service was satisfactory?

23. 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?

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

25. Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

26. Were at least two starters, two main courses and one dessert available from the following options - healthy, vegan, organic, gluten-free, lactose-free and fat-free items available (on the menu/buffet or advised by an employee)?

27. Was the food presented in an appealing manner and did it directly resemble its description from the menu?

28. Was the food fresh and of good flavor?

29. Was the texture of the food appropriate?

30. Was the food cooked as requested and served at the correct temperature?

31. Was fish locally sourced/sustainably certified and stated on the menu or advised by an employee?

32. Was locally sourced food available and stated on the menu or advised by the employee?

33. Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

34. Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised by the employee?

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

36. 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)?

37. Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

38. Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

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

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

41. If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)?

42. Were salt and pepper cruets available, or offered, and if so were they clean and full?

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

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

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

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

47. 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?

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

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

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

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

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

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

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

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