Hotel Dining

Staff acknowledges the guest when appropriate and reasonably possible

If waiting is required, an estimated wait time is quoted and honored within five minutes

If waiting is required, a comfortable waiting area is available

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

Staff exhibits a genuine sense of interest and concern for the guest

It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

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 performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

The guest's name is used naturally as a signal of recognition

Interactions are closed with polite, appropriate remarks

All staff encountered are wearing professional, clean and well-fitted uniforms

All staff encountered are extremely well-groomed

Staff maintains alert posture and behaves professionally in view of the guest

Staff is discreet and unintrusive throughout the experience, while remaining attentive

Staff does not decline any request without offering appropriate alternatives

The guest is greeted within one minute at restaurant entry, escorted to table and provided with chair assistance

The table is greeted within one minute and appropriate beverages are offered

Coffee and tea service is presented in a refined manner

Refills are readily offered or provided within one minute of the guest's beverage being fully empty

If asked for menu recommendations, staff can provide helpful information

Staff can helpfully discuss details of menu items

Staff can helpfully discuss beverage offerings

After ordering, cold breakfasts are served within seven minutes and hot breakfasts within 10 minutes, unless advised otherwise by server

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

Menu presented is in pristine condition, free of stains and water spots and not damaged

Breakfast includes a choice of juices, at least two of which are fresh or distinctive

Breakfast includes many ripe fresh fruits and a variety of excellent freshly baked breakfast breads

Menu offers items for guests seeking nutritionally focused dishes

Menu provides an exceptional and interesting variety

Hot foods and beverages are hot when served; cold foods and beverages are chilled

Foods and beverages are fresh and use high quality ingredients

Foods are flavorful and well-seasoned/balanced

Portions are generous and appropriate

Food presentation is precise and carefully plated

Cooking is done properly and as requested

All items ordered are served accurately and server does not have to ask who ordered what

Condiments are elegantly presented

If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service

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

If a buffet, the presentation is exceptionally eye appealing and inviting

If a buffet, there is an a la minute option and station for individual preparation of egg dishes and/or other hot foods

When applicable, buffet offers an appropriate and thoughtful selection of international dishes

If a buffet, all appropriate dishes are clearly and elegantly labeled

All staff encountered at the buffet are polite, helpful and professional

It is possible to receive a selection of specialty coffees and/or teas at any time

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

Glassware, china, cutlery and serving pieces are in excellent condition, completely clean and hygienic in appearance

Glassware, china and cutlery are of excellent quality and fully coordinated

All proper cutlery is provided

Removal of soiled dishes is convenient

The presentation of the bill is prompt

The bill is accurate

The dining room exhibits a well-organized and professional appearance; tables are uniformly set and vacated tables are swiftly cleared

The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate

The dining table and seating is comfortable, with ample room on table to read or work

When appropriate, it is possible to have a complete hot breakfast in 30 minutes

The service is handled without excessive delays or interruptions