Title Page
-
Site conducted
-
Conducted on
-
Prepared by
-
Location
Hotel Dining
Hotel Dining: Host Service
-
Staff politely acknowledges the guest when appropriate and reasonably possible
-
If waiting is required, an estimated wait time is quoted. The guest is seated no more than five minutes past the quoted time
-
If waiting is required, a comfortable waiting area is available
-
Staff is highly articulate and avoids slang and excessive use of phrase-fragments
-
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
-
Staff readily smiles and maintains an engaging expression
-
Staff makes eye contact and keeps focus on the guest
-
Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful
-
The guest is escorted to their table and provided with chair assistance
Hotel Dining: Server
-
Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known
-
If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal
-
It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them
-
Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff
-
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
-
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
-
Interactions are closed with polite, appropriate remarks
-
All staff encountered are wearing clean and well-fitted uniforms
-
Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
-
Staff maintains alert posture and behaves professionally in view of the guest
-
Staff is discreet and unintrusive throughout the experience, while remaining attentive
-
Staff does not decline any request without offering appropriate alternatives
-
Once the guest is seated, the table is politely greeted within one minute
-
Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty
-
If asked for menu recommendations, staff can provide helpful information
-
Staff can helpfully discuss details of menu items
-
Staff can helpfully discuss beverage offerings
-
After ordering, cold breakfasts are served within seven minutes and hot breakfasts within 10 minutes, unless advised otherwise by server
-
When applicable, the pace of the meal is consistent; the guest does not have to wait or wonder when the next step of service will occur
-
Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct
-
All items ordered are served accurately and server does not have to ask who ordered what
-
Condiments are elegantly presented
-
If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service
-
If a buffet, the food is well-stocked, fresh and appetizing in overall appearance. There are not any dishes more than one-quarter empty and there are not any juice pitchers more than half empty
-
If a buffet, all appropriate dishes are clearly and elegantly labeled
-
Coffee and tea service is presented in a refined manner
-
All proper cutlery is provided
-
Removal of soiled dishes is convenient
-
The presentation of the bill is prompt
-
The bill is accurate
-
The service is handled without excessive delays or interruptions
Hotel Dining: Food Quality & Menu Offerings
-
Menu and/or buffet includes at least two high quality health-conscious beverages
-
Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered
-
Menu and/or buffet provides an exceptional variety, including concept-driven specialty dishes
-
Hot foods and beverages are hot when served; cold foods and beverages are chilled
-
Foods and beverages are fresh and use high quality ingredients
-
Portions are appropriate
-
Foods are flavorful and well-seasoned/balancedF
-
Food presentation is precise and carefully plated
-
Cooking is done properly and as requested
-
If a buffet, the presentation is exceptionally eye appealing and inviting
-
If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods
Hotel Dining: Beverage Quality & Menu Offerings
-
It is possible to receive a selection of specialty coffees and teas at any time
Hotel Dining: Facility
-
Vacated tables are cleared within five minutes
-
The seating and table arrangement are comfortable, including ample tabletop space
-
The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate
-
The dining room exhibits a well-organized and professional appearance; tables are uniformly set
-
If a buffet, the appearance is exceptionally hygienic
-
Table is in excellent condition and completely clean
-
Cloth napkins are used and are in excellent condition, clean and pressed
-
The guest's seating area is clean and in excellent condition
-
Serviceware is in excellent condition, completely clean and hygienic in appearance
-
Serviceware is of excellent quality and cohesive in appearance
