Title Page
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Department Audited
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Conducted on
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Audited by
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Name of Associate(s) Audited
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Tower
Standards
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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 and/or demonstrates anticipatory service when appropriate and helpful**
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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 and provide appropriate recommendations, if asked
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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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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known**
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Staff closes interactions with polite, appropriate remarks
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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
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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
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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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Wine by the glass service includes an offer of a tasting sample**
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Mixed drinks/cocktails are dynamically interesting and/or photogenic**
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Beverages will be served in high quality glassware completely appropriate to the drink**
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Beverages are served at appropriate temperatures
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Beverage pours/portions are appropriate
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Mixed drinks and cocktails are correctly prepared and well-balanced
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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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Beverage menu features at least two high quality non-alcoholic beverage options
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At least one fresh snack 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 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 cleared within three minutes at the bar counter or within five minutes at a table
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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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Music and/or entertainment are provided in a style appropriate to the bar/lounge setting; volume and sound quality are comfortable**
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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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Menu offerings include sustainably sourced options *
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Efforts are made to reduce single-use plastic *
