Hotel Dining (Forbes 2024)

Title Page

Services

Courtesy and Manners

Staff politely acknowledged the guest when appropriate and reasonably possible.
Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
Staff readily smiles and maintains an engaging expression.
Staff makes eye contact and keeps focus on the guest.
Interactions are closed with polite, appropriate remarks.

If waiting is required, an estimated wait time is quoted. The guest is seated no more than 5 minutes past the quoted time.
Once the guest is seated, the table is politely greeted within one minute.
Refills or follow-up rounds are readily offered or provided within one minute of the guest’s beverage being fully empty.
After ordering, cold breakfasts are served within 7 minutes and hot breakfasts within 10 minutes, unless advised otherwise by server.
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.
The presentation of the bill is prompt.
Vacated tables are cleared within 5 minutes.
The service is handled without excessive delays or interruptions.

Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful.
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.
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if know.
Staff is discreet and in intrusive throughout the experience, while remaining attentive.
Staff does not decline any request without offering appropriate alternatives.

If waiting is required, a comfortable waiting area is available.
It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them.
The guest is escorted to their table and provided with chair assistance.
If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service.
If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods.
If a buffet, all appropriate dishes are clearly and elegantly labeled.
It is possible to receive a selection of specialty coffees and teas at the same time.
The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate.
The seating and table arrangement are comfortable, including ample tabletop space.

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.
If asked for menu recommendations, staff can provide helpful information.
Staff can helpfully discuss details of menu items.
Staff can helpfully discuss beverage offerings.
All items ordered are served accurately and server does not have to ask who ordered what.
All proper cutlery is provided.
Removal of soiled dishes is convenient.
The bill is accurate.
The dining room exhibits a well-organized and professional appearance; tables are uniformly set.

All staff encountered are wearing clean and well-fitted uniforms.
Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.
Staff maintains alert posture and behaves professionally in view of the guest.

Menu and/or buffet provides an exceptional variety, including concept-driven specialty dishes.
Condiments are elegantly presented.
If a buffet, the presentation is exceptionally eye appealing and inviting.
Coffee and tea service is presented in a refined manner.

Before taking the guest’s order, staff inquired about dietary restrictions, preferences or allergies or proactive acknowledges these if previously made known.
If dietary restrictions, preferences, or allergies are made known and a dish modification is required, staff appropriately acknowledged these when serving the meal.
Menu and/or buffet includes at least 2 high quality health-conscious beverages.
Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered.
Foods and beverages are fresh and use high quality ingredients.

Hot foods and beverages are hot when served; cold foods and beverages are chilled.
Foods are flavorful and well-seasoned/balanced.
Portions are appropriate.
Food presentation is precise and carefully plated.
Cooking is done properly and as requested.
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

Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct.
If a buffet, the appearance is exceptionally hygienic.
Table is in excellent condition and completely clean.
Cloth napkins are used and are in excellent condition, clean and pressed.
The guest’s seating area is clean and in excellent condition.
Serviceware is in excellent condition, completely clean and hygienic in appearance.