DALWH-LRB

122 Enter Lounge name

123 Enter Server/bartender name(s)

124 W Living Room/W Lounge meets W vibe<br>Mark N/A if you find any of the following:<br>- Lounge is not evaluated <br>- Lounge is under complete renovation and not available for guest use <br>- Lobby Bar is a licensed concept <br><br>W Living Room/W Lounge must minimally meet the following: <br>- Music - plays a role in creating the Living Room experience <br>- Room temperature - comfortable, unnoticed by guests <br>- For outdoor restaurants, do not evaluate the temperature<br>- Vacated tables are promptly cleared <br>

125 Lounge table provides a luxurious ambiance:<br>Table must be level and stable<br>- Once set, table setting must minimally be/have:<br>- Clean and in good condition<br>- Bud vase/arrangement is neat, fresh and presentable (optional) <br>- Flatware - free of tarnish/wear<br>- Linens neat (if applicable) <br>- Napkins - pressed all-cotton or linen<br>- It is acceptable for outdoor lounge/bar seating to use a different type of napkin <br><br>Check decor items, flatware, linens, plates, settings, table and table top items and mark NO if you experience or observe any of the following: <br>- Any of the above standards are not met <br>- Cleanliness issues<br>- Condition issues<br>- Gum underneath table<br>- Table uneven or unstable <br>

126 Server/Bartender greeting and order taking meets standards<br>Server/Bartender must:<br>- Greet or acknowledge guest within 1 minute of being seated <br>- Offer drinks or wine from the bar<br>- It is acceptable for offer to be general or for non-alcoholic beverage<br>- Offer to take a food order<br>- Be knowledgeable about lounge beverage menu <br>- Provide personal recommendations from lounge menu when asked <br>

127 Beverage is delivered in a timely fashion<br>Server/Bartender must deliver beverage within 5 minutes (3 minutes (RC)) from order

128 Beverage is delivered according to standard<br>Server/Bartender must deliver beverage:<br>- On a tray if delivered to tables <br>- On a napkin or coaster at bar <br>

129 Savory Snacks are presented to guest <br>Server/Bartender must: <br>- Present savory snacks with/before beverage service <br>- Minimum of 2 types of snacks must be offered <br>- Snacks must be presented in an attractive and professional manner <br><br>

130 Server/Bartender confirms satisfaction and offers refill within 1 minute of glass 2/3 empty<br>Server/Bartender must: <br>- Ask if beverages are satisfactory <br>- Offer second round of drinks within 1 minute of glass being at 2/3 empty <br>- Replenish snacks when 3/4 empty <br>- Clear all debris (e.g. stirrer sticks, fruit garnish) from occupied tables within 2 minutes

131 Lounge/Bar menu meet standards<br>Lounge menu must minimally:<br>- Be preset on counter/tables or provided by Server <br>- Be clean and in good condition <br>- List a variety of top quality alcoholic beverages, beers and wine <br>- List non-alcoholic beverages <br>- Include light fare options (SR, LC, W)

132 Lounge/Bar food quality meets standard<br>Food and beverage presentations must:<br>- Be of high quality and fresh <br>- Adequate in portion size<br>- Delivered at the right temperature (cold/hot/warm) <br>- Properly prepared (well-done, salty, etc.) to the guest’s order <br>- Show attention to detail and visual appeal <br>- Beverages are served in glassware that is appropriate to the drink <br>- Cold beverages must Have a fresh garnish <br><br>

133 Server/Bartender properly presents the check<br>Check must be:<br>- Accurate and complete <br>- Presented inside a brand folder/check-holder with a brand pen <br>- Lounge-specific branded folder/pen acceptable <br>- Presented after guest refuses offer for another round (US/CAN, CALA) <br><br>

134 Server/Bartender owns and resolves guest's requests and opportunities immediately<br><br><br>Server/Bartender must:<br>- Empathize - Express empathy <br>- Apologize and assume ownership <br>- Resolve/Solve the problem and also provide an extra touch that goes beyond mere resolution <br>- Notify/Thank the guest to confirm their satisfaction <br>- Record the problem is StarGuest (SR, LC, W)

135 Warm welcome/greeting provided

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

137 Server/Bartender uses appropriate verbiage and shows genuine concern<br>Server/Bartender must: <br>Use appropriate verbiage with genuine delivery <br>- It is not acceptable to use slang or hotel jargon (e.g. 86’d, DND, “What’s up?”, “dude”, “habibi”, “OMG”<br>- Language that matches brand identity is acceptable (W) <br><br>

138 Server/Bartender does not decline a request without offering alternatives<br>If guest makes a special request Server/Bartender must: <br>- Not just say “No” but offer alternatives that may help meet the need in another way

139 Well-groomed and professional, wearing a uniform

140 Guest name used during the experience, when known

141 Further assistance offered to the guest

142 Warm and sincere closing offered and appreciation demonstrated

143 Guest order taken within 5 minutes at bar or table<br>Server offers to take guest order within 5 minutes of: <br>- Arrival at bar or<br>- Sitting at a table <br>

144 W pin is worn and meets standard<br>W Pin must minimally be: <br>W – silver <br>- Years of Service jewel imbedded in W is acceptable <br>- In brand specification <br>- Worn on the left hand side at all time <br><br>

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

146 Rate Emotional Engagement with interaction