Title Page
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Conducted on
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Prepared by
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Location
State the Venue/Outlet Tested
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Staff acknowledges the guest when appropriate and reasonably possible
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If waiting is required, an estimated wait time is quoted and honored within five minutes
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If waiting is required, an estimated wait time is quoted and honored within five minutes
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If waiting is required, a comfortable waiting area is available
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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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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 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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The guest's name is used naturally as a signal of recognition
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Interactions are closed 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
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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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The guest is greeted within one minute at restaurant entry, escorted to table and provided with chair assistance?
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The table is greeted within one minute and appropriate beverages are offered?
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Coffee and tea service is presented in a refined manner?
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Refills are readily offered or provided within one minute of the guest's beverage being fully empty?
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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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After ordering, cold breakfasts are served within seven minutes and hot breakfasts within 10 minutes, unless advised otherwise by server?
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State how long this took?
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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?
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Menu presented is in pristine condition, free of stains and water spots and not damaged?
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Breakfast includes a choice of juices, at least two of which are fresh or distinctive?
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Breakfast includes many ripe fresh fruits and a variety of excellent freshly baked breakfast breads?
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Menu offers items for guests seeking nutritionally focused dishes?
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Menu provides an exceptional and interesting variety?
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Hot foods and beverages are hot when served; cold foods and beverages are chilled?
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Foods and beverages are fresh and use high quality ingredients?
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Foods are flavorful and well-seasoned/balanced?
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Portions are generous and 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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All items ordered are served accurately and server does not have to ask who ordered what?
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Condiments are elegantly presented?
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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, 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?
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If a buffet, the presentation is exceptionally eye appealing and inviting?
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If a buffet, there is an a la minute option and station for individual preparation of egg dishes and/or other hot foods?
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When applicable, buffet offers an appropriate and thoughtful selection of international dishes?
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If a buffet, all appropriate dishes are clearly and elegantly labeled?
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All staff encountered at the buffet are polite, helpful and professional?
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It is possible to receive a selection of specialty coffees and/or teas at any time?
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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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Glassware, china, cutlery and serving pieces are in excellent condition, completely clean and hygienic in appearance?
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Glassware, china and cutlery are of excellent quality and fully coordinated?
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All proper cutlery is provided?
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Removal of soiled dishes is convenient?
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The presentation of the bill is prompt?
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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 and vacated tables are swiftly cleared?
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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 dining table and seating is comfortable, with ample room on table to read or work?
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When appropriate, it is possible to have a complete hot breakfast in 30 minutes?
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The service is handled without excessive delays or interruptions?
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Was there something particularly impressive about the dining experience?
