Title Page
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Location Audited
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Conducted on
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Auditor
Services
Courtesy and Manners
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Staff politely acknowledged the guest when appropriate and reasonably possible.
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
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Staff readily smiles and maintains an engaging expression.
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Staff makes eye contact and keeps focus on the guest.
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Interactions are closed with polite, appropriate remarks.
Efficiency
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If waiting is required, an estimated wait time is quoted. The guest is seated no more than 5 minutes past the quoted time.
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Once the guest is seated, the table is politely greeted within one minute.
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Refills or follow-up rounds are readily offered or provided within one minute of the guest’s beverage being fully empty.
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After ordering, cold breakfasts are served within 7 minutes and hot breakfasts within 10 minutes, unless advised otherwise by server.
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When applicable, the page of the meal is consistent; the guest does not have to wait or wonder when the next step or service will occur.
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The presentation of the bill is prompt.
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Vacated tables are cleared within 5 minutes.
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The service is handled without excessive delays or interruptions.
Graciousness, Thoughtfulness, & Sense of Personalized Service
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Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful.
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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.
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if know.
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Staff is discreet and in intrusive throughout the experience, while remaining attentive.
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Staff does not decline any request without offering appropriate alternatives.
Guest Comfort and Convenience
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If waiting is required, a comfortable waiting area is available.
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It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them.
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The guest is escorted to their table and provided with chair assistance.
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If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service.
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If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods.
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If a buffet, all appropriate dishes are clearly and elegantly labeled.
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It is possible to receive a selection of specialty coffees and teas at the same time.
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The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate.
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The seating and table arrangement are comfortable, including ample tabletop space.
Technical Execution, Skill, & Knowledge
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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.
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If asked for menu recommendations, staff can provide helpful information.
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Staff can helpfully discuss details of menu items.
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Staff can helpfully discuss beverage offerings.
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All items ordered are served accurately and server does not have to ask who ordered what.
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All proper cutlery is provided.
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Removal of soiled dishes is convenient.
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The bill is accurate.
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The dining room exhibits a well-organized and professional appearance; tables are uniformly set.
Staff Appearance
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All staff encountered are wearing clean and well-fitted uniforms.
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Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.
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Staff maintains alert posture and behaves professionally in view of the guest.
Sense of Luxury
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Menu and/or buffet provides an exceptional variety, including concept-driven specialty dishes.
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Condiments are elegantly presented.
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If a buffet, the presentation is exceptionally eye appealing and inviting.
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Coffee and tea service is presented in a refined manner.
Wellness
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Before taking the guest’s order, staff inquired about dietary restrictions, preferences or allergies or proactive acknowledges these if previously made known.
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If dietary restrictions, preferences, or allergies are made known and a dish modification is required, staff appropriately acknowledged these when serving the meal.
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Menu and/or buffet includes at least 2 high quality health-conscious beverages.
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Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered.
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Foods and beverages are fresh and use high quality ingredients.
Food and Beverage Quality
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Hot foods and beverages are hot when served; cold foods and beverages are chilled.
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Foods are flavorful and well-seasoned/balanced.
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Portions are appropriate.
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Food presentation is precise and carefully plated.
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Cooking is done properly and as requested.
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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.
Facilities
Sense of Luxury
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Serviceware is of excellent quality and cohesive appearance.
Cleanliness and Condition
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Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct.
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If a buffet, the appearance is exceptionally hygienic.
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Table is in excellent condition and completely clean.
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Cloth napkins are used and are in excellent condition, clean and pressed.
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The guest’s seating area is clean and in excellent condition.
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Serviceware is in excellent condition, completely clean and hygienic in appearance.
Sustainability
Facilities
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Menu offering include sustainably sourced options.
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Efforts are made to reduce single-use plastic.
