Title Page
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Conducted on
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Prepared by
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Restaurant
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Table
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Employees
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Staff politely acknowledges 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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Staff exhibits a genuine sense of interest and concern for the guest
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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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Server can helpfully discuss details of beverages and bar offerings, including varieties of liquors, beers and wines available
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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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When known, the guest's name is used naturally as a signal of recognition
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Staff closes interactions with polite, appropriate remarks
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All staff encountered are wearing professional, clean and well-fitted uniforms
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All staff encountered are extremely well-groomed while appropriately representing the property style
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Staff maintains alert posture and behaves professionally in view of the guest
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Staff is discreet and unintrusive throughout the experience, while remaining attentive
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Staff does not decline any request without offering appropriate alternatives
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Once the guest is seated, they are greeted within one minute and given the opportunity to order beverages
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First drinks are served within five minutes of ordering at a table, or four minutes of ordering at the bar counter, unless otherwise advised by server
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Follow-up rounds are discreetly offered within one minute of glass being empty
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All items ordered are served accurately and server does not have to ask who ordered what
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Wine by the glass service includes demonstration of the label and pouring at the table
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Beverages have a distinctive presentation
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Beverages are served at appropriate temperatures
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Beverage pours/portions are generous and appropriate
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Mixed drinks and cocktails have a well-balanced/normal flavor, are appropriately garnished and all beverages are prepared precisely as specified by the guest
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All iced beverages are served with the appropriate style of ice
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Staff attentively maintains tabletop/bar counter area
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Beverage menu and check presenter are in pristine condition, free of any damage. Beverage menu is grammatically correct
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Beverage menu includes an exceptional and interesting variety of top-quality liquors and beers. Wines by the glass are also listed
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At least three well-chosen and diverse red wines, three white wines and one Champagne/sparkling wine are available by the glass
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Menu includes an exceptional specialty offering
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If provided, beverage menu features a selection of non-alcoholic beverage options
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A variety of fresh snacks is offered with the drinks
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If provided, snacks are of extremely high quality and distinctive in presentation
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If snacks are served, napkins are provided
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If provided, napkins are made of linen or cotton
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All drinks are served on linen or other distinctive coasters
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Serviceware is in excellent condition and completely clean and hygienic in appearance
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The guest's seating area is clean and in excellent condition
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The bar/lounge exhibits a well-organized and professional appearance; tables are uniformly set
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Vacated spaces are swiftly cleared
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The lounge environment is very comfortable, including appropriate temperature, and the air is fresh
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The seating arrangement is completely comfortable and adequately distanced from service traffic and other guests
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If background music is provided, it is in a style appropriate to the lounge atmosphere, and volume and sound quality of music is comfortable; if live entertainment is provided, it is professional/polished in execution
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Service stations, bar counter and back bar area are always neatly maintained and eye appealing
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The bill is conveniently and discreetly presented and collected
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The bill is accurate
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