Characters MRY Service Audit

• Audit Conducted by

• Conducted on

  Date

• Prepared by

Lounge Service

• Enter Associate Name

• Server - the associate followed the 15/5 rule

  Yes

  No

  N/A

• Server - the associate acknowledged the guest within one minute of their arrival

  Yes

  No

  N/A

• Server - the associate offered to take a food order

  Yes

  No

  N/A

• Server - Beverages, with the exception of cocktails, were delivered within three minutes of their order

  Yes

  No

  N/A

• Server - the associate checked back with the guest, ensuring satisfaction

  Yes

  No

  N/A

• Server - associates offer a 2nd round of beverage assistance when the glass is 1/3 full

  Yes

  No

  N/A

• Server - the associate maintained good posture, eye contact and smiled throughout the interaction

  Yes

  No

  N/A

• Server - the associate appeared well-groomed and professional, wearing the proper uniform and name tag

  Yes

  No

  N/A

• Server - the associate offered further assistance to the guest

  Yes

  No

  N/A

• Server - the associate provided a warm and sincere closing, thanking the guest

  Yes

  No

  N/A

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

  Compliant

  Non-Compliant

• Food and beverage contents and plate presentation meet standard (appropriate temperature, glassware)

  Yes

  No

  N/A

• All food and beverage were visually appealing and met guest expectations with regard to taste

  Compliant

  Non-Compliant

• The atmosphere was appropriate for the time of day

  Yes

  No

  N/A

• Bar Arts program meets standard<br>(2 Boston Shakers, Citrus Juicer, Hawthorne Strainer, Long-Handled Bar Spoon, Muddler)<br>(Lemon and Lime Juices Fresh Squeezed)

  Yes

  No

  N/A

• Cocktail menu must include language indicating juices are freshed squeezed

  Yes

  No

  N/A

Certified Greatroom

• Certified Greatroom - Menu approach meets standard<br>(5's or Snacks, 10's or Social Sharing, 20's or Casual Entrees, Desserts)

  Yes

  No

  N/A

• Certified Greatroom - Food offerings meet standard<br>(4) 5's, (7) 10's, (6) 20's

  Yes

  No

  N/A

• Certified Greatroom - Service signature tiered stand in use

  Yes

  No

  N/A

• Certified Greatroom - Miniature desserts offered on menu

  Yes

  No

  N/A

• Certified Greatroom - Wine by the glass offerings meet standard

  Yes

  No

  N/A

• Certified Greatroom - Cocktail offerings meet standard

  Yes

  No

  N/A

• Certified Greatroom - Beer offerings meet standard

  Yes

  No

  N/A

Lounge General

• Lounge/Bar Service Area/Equipment - Cleanliness

  Compliant (2)

  Minor

  Major

• Lounge/Bar Service Area/Equipment - Condition

  Compliant (2)

  Minor

  Major

• Lounge Cleanliness - Floor

  Compliant (4)

  Minor

  Major

• Lounge Condition - Floor

  Compliant (4)

  Minor

  Major

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

  Compliant (2)

  Minor

  Major

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

  Compliant (2)

  Minor

  Major

• Lounge Cleanliness - Furniture/Equipment/Decor

  Compliant (4)

  Minor

  Major

• Lounge Condition - Furniture/Equipment/Decor

  Compliant (4)

  Minor

  Major

Hotel General

• Problem Resolution - The associate followed the 15/5 rule

  Yes

  No

  N/A

• Problem Resolution - The associate used the guest name during the interaction, when known

  Yes

  No

  N/A

• Problem Resolution - the associate maintained good posture, eye contact, and smilies throughout the interaction

  Yes

  No

  N/A

• Problem Resolution - the associate appeared well-groomed and professional, wearing the proper uniform and name tag

  Yes

  No

  N/A

• Problem Resolution - The associate applied the L.E.A.R.N. model during problem resolution - Listen

  Yes

  No

  N/A

• Problem Resolution - The associate applied the L.E.A.R.N. model during problem resolution - Empathize

  Yes

  No

  N/A

• Problem Resolution - The associate applied the L.E.A.R.N. model during problem resolution - Apologize

  Yes

  No

  N/A

• Problem Resolution - The associate applied the L.E.A.R.N. model during problem resolution - Respond and Notify

  Yes

  No

  N/A

• Problem Resolution - The associate took ownership of the problem

  Yes

  No

  N/A

• Problem Resolution - The overall experience met guest expectations, and was free of negative detractors

  Compliant

  Non-Compliant

• General - The associate followed the 15/5 rule

  Yes

  No

  N/A

• General - The associate followed the 15/5 rule

  Yes

  No

  N/A

• General - The associate followed the 15/5 rule

  Yes

  No

  N/A

• General - All non-management associates' uniforms meet standards

  Yes

  No

  N/A

• General - All name tags meet standards

  Yes

  No

  N/A