DALWH-Restaurant

153-Enter Restaurant name<br>

154-Enter Host/Hostess name(s)

155-Host/Hostess seating procedure meets standard<br><br> Escort the guest to their table<br>-It is acceptable if the escort is provided by a server or manager as well<br> -If guests wait for table, inconvenience is acknowledged<br><br>Ensure table is set up with appropriate place settings<br>- Correct number of place settings for guests at table (e.g. removing extra place settings if needed)<br> -It is acceptable if another host/hostess provides these services (e.g. server attendant)<br><br>Mark NO if you encounter or observe any of the above criteria not followed

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

157-Host/Hostess - Warm welcome/greeting provided

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

159-Host/Hostess uses appropriate verbiage and shows genuine concern<br><br>Use appropriate verbiage with genuine delivery<br>-For example: "Certainly", "My Pleasure", "Immediately", "I would be happy to" <br>-It is not acceptable to use slang or hotel jargon (e.g. 86'd, “What’s up?, “OMG”)<br> -Language that matches brand identity is acceptable (W)<br><br>Engage in genuinely warm conversation to connect to your emotions<br>- Only engage in work-related conversation with other host/hostess when guests present<br> -Includes cell phone and radio conversations<br> -Earpiece must be used for all radio conversations<br><br>Offer to escort guests rather than pointing out directions<br><br>Mark NO if you encounter or observe any of the following:<br>- Earpiece not used<br> -Host/hostess does not engage in warm conversation<br> -Escort/offer to escort not made<br> -Inappropriate verbiage or jargon used<br> -Non-work related matters discussed in your presence

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

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

162-Host/Hostess - Further assistance offered to the guest

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

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

165-W pin is worn and meets standard<br>-Mark N/A if:<br> -Talent is not present<br>- Restaurant is operated by a 3rd party<br><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>Observe Talent and mark NO if any of the above criteria is not met

166-Enter Server name(s)

167-Server is knowledgeable about menus<br><br>Servers Must-<br>- Inform guest of the specials and/or house specialties, if applicable<br>- Provide recommendations of menu items, if asked<br>- Provide explanation of preparation, if asked<br><br>Interact with server and mark NO if any of the above standards are not met

168-Order taking meets standard<br><br>Server must minimally:<br>Take order first from:<br>- Ladies (US/CAN, CALA, EUR)<br>- Head of table or host of party (AP, MEA)<br>-Repeat order back to guest to ensure accuracy<br>- React graciously and accommodatingly if the guest asks for something off menu or a special preparation<br><br>Interact with server and mark NO if any of the above criteria is not met

169-Food and beverage service must be provided in a timely fashion<br><br>Pace of meal must never be noticeable<br>-Service is not delayed or rushed:<br>-Server must approach table within 1 minute after being seated<br>- It is acceptable if a supporting staff member provides the initial greeting after seating<br>- All courses must be delivered in order and not overlap each other<br>- Soiled plates must be removed within 2 minutes after all guests at table have completed their course<br><br> Total maximum time: 30 minutes, unless guest lingers over courses (RC, RCDC)<br><br>Interact with server and mark NO if you encounter or observe one of the following:

170-Food and beverage must be provided in a timely fashion<br><br>Full buffet restaurants: only beverage and check timing standards apply Breakfast:<br>-Coffee and tea offered upon being seated (SR, LC)<br>- Coffee (non-specialty) and/or juice served within 1 minute upon acceptance of offer<br>- Server greets table with coffee pot in hand (JW)<br>- It is acceptable if individual coffee servings are freshly brewed from a machine or specialty coffee (e.g. Americano, cappuccino, espresso) is offered (AP, EUR, MEA)<br>- Other beverages (e.g. specialty coffee, Bloody Mary) served within 5 minutes<br>- Entree brought within 10 minutes unless a longer preparation time has been advised at the time of order<br>- Drinks refilled within 1 minute of being fully empty<br>Interact with server and mark NO if you encounter or observe one of the following<br>- Two or more items take longer than the allowed time<br>- One item is five minutes or more late<br>

171-Cold beverages and juices meet standards<br><br>A choice of juices are offered:<br>-At least two must be fresh or distinctive<br><br>Cold beverages other than juices must be served, at time of delivery, with:<br>- Solid, square ice cubes, if ice is used (RC, RCDC)<br>- Fresh garnish on rim of glass for mixed drinks<br><br>Order a beverage and mark NO if any of the above are not followed

172-Coffee and specialty coffee presentation meets standard<br><br>Coffee Service<br>- Server must ask for guest's preference of accompaniments (i.e. sugar, milk, cream)<br>- It is acceptable for the accompaniments to be preset on the table at buffet only restaurants<br>- Requested accompaniments must be delivered at or before time of delivery<br><br>Espresso/espresso type beverages<br>- Must be available upon request (LC, SR)<br>- Must be served in appropriate cup<br>- Must be presented with sugar and/or sweeteners at or before time of delivery<br>- It is acceptable for sugar/sweeteners to be presented in other than caddie/container<br><br>Order a beverage and mark NO if any of the above are not followed<br>

173-Hot tea presentation meets standards<br><br>TEA<br>If served loose:<br>- Brewed in a pot<br>- Strainer provided<br>- It is acceptable if strainer is built into the pot<br>- Additional hot water is provided (RC, RCDC)<br><br> If served tea bags<br>- At least 2 tea bags<br>- Presented in a service box/tray (RC, RCDC) or on a B&B plate (JW)<br>- Served with a pot of hot water<br><br>Served with a pot of hot water<br><br> China pot or insulated pot specifically for tea service<br> With a timer to ensure prefect tea (JW, optional in MEA)<br> Server must ask if guest prefers honey and lemon or milk (optional AP, EUR, MEA)<br> Server must offer to brew tea for the guest (RC, RCDC)<br> Requested accompaniments must be delivered at or before time of delivery<br><br> China pot or insulated pot specifically for tea service<br>- With a timer to ensure prefect tea (JW, optional in MEA)<br>- Server must ask if guest prefers honey and lemon or milk (optional AP, EUR, MEA)<br>- Server must offer to brew tea for the guest (RC, RCDC)<br>- Requested accompaniments must be delivered at or before time of delivery<br><br>Order a beverage and mark NO if any of the above are not followed

174-Server provides exceptional service<br>Server provides exceptional service:<br><br>Courses simultaneously brought to table for all guests<br>- Ladies served first (US/CAN, CALA, EUR)<br>- Head of table first (AP, MEA)<br>- Food delivered to correct person without asking<br>- Courses were not cleared before finished or without asking if finished<br>- Cutlery replaced as needed (e.g. for buffet)<br>- Non-specialty coffee and juice are refilled when empty<br>- Napkin refolded when guests are away from the table<br>-The level of interest in service remains constant and positive throughout the meal<br>Interact with server and mark NO if you encounter or observe any of the items listed above are missing<br>

175-Server provides additional luxury service elements<br><br>Server provides luxury service elements:<br>- Server asks if food satisfactory at every course and takes corrective action if needed<br>- Glasses were not lifted from table to pour unless there is a physical barrier<br>- Repeat back beverage type when offering to refresh beverage (e.g. "Would you like another Absolut Espresso Martini?", "Certainly, I would be happy to bring you another Mondavi chardonnay")<br>- Food and beverage served from right, unless not accessible<br>- Food not served over guest's shoulder, but from the side<br>- Plates are cleared from right, unless not accessible<br>- Sauces and passed items are served from left, if applicable<br>- Children are provided with an appropriate drop snack prior to bringing meal (i.e. apple slices) (RC, SR, LC)<br><br>Interact with server and mark NO if you encounter or observe more than 2 of the items listed above are missing

176-Server properly presents the check<br><br>Check must be:<br>- Accurate and complete<br>- Presented inside a brand folder with a brand pen (SR, RC, LC, RCDC)<br>- Restaurant concept specific branded folders/clipboards/vessels and pens are acceptable<br>- Presented inside presenter/folder with a W branded pen (W)<br>- Check presenter and pen must be in good condition<br><br>Mark NO if you encounter or observe one of the following:<br>- Check not accurate<br>-Check not presented according to standards

177-Table setting enlivens the senses<br><br>Table must be level and stable<br>- Be 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 restaurants to use a different type of napkin<br>- Salt and pepper shakers are present<br>- It is acceptable if salt and pepper are served/offered<br>-It is acceptable to not offer salt and/or pepper if the restaurant concept is a cuisine that does not utilize salt and pepper (e.g. Japanese, Chinese)<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

178-Restaurant menu meets standards<br><br>Menu must:<br>- Be clean and in good condition<br>- Offer at least 2 healthy options<br>- Contain signature food and beverage offerings<br>- Signature item(s) must be identified on the menu (e.g. by formatting, item name) or verbally explained by the server<br>- Daily special(s) are not acceptable for signature item(s)<br>- It is acceptable for buffet restaurants to not have printed menus<br><br>Review menu and mark NO if you observed the following:<br>- Healthy options not offered<br>- Menu not clean/in good condition<br>- Signature item(s) not identified or explained

179-Food is designed to be visually appealing<br><br>Food and beverage presentations must be:<br>- Adequate in portion size<br>- Show attention to detail and visual appeal<br>-Food in different courses served on tableware that is varied in appearance (e.g. size, shape, color or patterns), if applicable<br>- Food presentations are interesting (e.g. varying heights, color contrasts, textures)<br>- Food is not presented in a way that is difficult to eat<br>- Beverages served in appropriate glassware<br>Mark NO if any of the above criteria is not met<br><br>

180-Food was properly prepared and met guest expectations for taste<br>Food and beverage presentations must be:<br>- Made of high quality and fresh ingredients<br>- Complete, with no missing or incorrect items<br>- Delivered at right temperature (cold/hot/warm)<br>- Properly prepared to guest request (e.g. well-done, no salt) or cooked to meet the guest expectations for taste<br><br>Mark NO if any of the above criteria is not met

181-Beverage was properly prepared and met guest expectations for taste<br><br>Beverage must be:<br>- Made of high quality and fresh ingredients<br>- Complete, with no missing or incorrect items (e.g. correct alcohol type used)<br>- Delivered at right temperature (cold/hot/warm)<br>- Properly prepared to guest request (e.g. type of garnish) or cooked to meet the guest expectations for taste<br>- Served in correct glassware (e.g. martini glass for martini)<br><br>Mark NO if any of the above criteria is not met

183-Server - Warm welcome/greeting provided

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

185-Server uses appropriate verbiage and shows genuine concern<br><br>Beyond the delivery of universal service elements of good posture, smile, eye contact, and attentive listening maintained throughout the interaction server must:<br>- Use appropriate verbiage with genuine delivery<br>- For example: "Certainly", "My Pleasure", "Immediately", "I would be happy to" (RC, RCDC, SR, LC, JW)<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>- Engage in warm conversation to Show genuine concern and interest in the guest<br><br>Mark NO if you encounter or observe any of the following:<br>- Server does not engage in warm conversation<br>- Inappropriate verbiage or jargon used

186-Server owns and resolves guest's requests and opportunities immediately<br>Server must:<br>- Listen actively<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 in Mystique (RC, RCDC)<br>- Record the problem in Starguest (SR, LC, W)<br><br>Mark NO if the server:<br>- Does not actively listen to you<br>- Does not express empathy<br>- Does not offer an apology<br>- Does not solve the problem within 10 minutes<br>- Does not provide any special touch beyond mere resolutio<br>- Does not confirm your satisfaction<br>- Does not record the problem in Mystique (RC, RCDC)<br>

187-Server does not decline a request without offering alternatives<br><br>

Mark N/A if:<br>- No request is made above and beyond normal services offered<br>- Server meets request<br>- Restaurant is a licensed concept<br><br>If guest makes a special request Server must:<br>- Not just say “No” but offer alternatives that may help meet the need in another way<br>Mark NO if you encounter or observe any of the following:<br><br>

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

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

190-Server - Further assistance offered to the guest<br>

191-Server - Warm and sincere closing offered and appreciation demonstrated<br>

192-W pin is worn and meets standard<br><br>Mark N/A if you find:<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>Observe Talent and mark NO if any of the above criteria is not met

193-Server is knowledgeable and confident<br><br>Ask server a general, position/interaction appropriate question during the interaction and mark NO if they are unable to answer

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

195-Rate Emotional Engagement with interaction<br>Mark N/A if you find any of the following:<br><br>