Title Page
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Site conducted
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Conducted on
Bar/Lounge Service
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Staff politely acknowledges the guest when 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, 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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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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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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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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Vacated spaces are swiftly cleared
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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