Hotel Dining Service

Staff politely acknowledges the guest when appropriate and reasonably possible (within 1 minute)

If waiting is required, an estimated wait time is quoted. The guest is seated no more than five minutes past the quoted time

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 and/or demonstrates anticipatory service when appropriate and helpful

Staff provides children with a courteous welcome at eye level, and offered a special chair, children’s amenity, and age-appropriate menu.

If appropriate to the meal period and cuisine style, a wine list or equivalent is automatically provided.

Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal

An offer for sparkling, iced, or still water is extended.

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

Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

Interactions are closed with polite, appropriate remarks

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

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

Staff does not decline any request without offering appropriate alternatives

The guest is escorted to their table and provided with chair assistance

Once the guest is seated, the table is politely greeted within one minute

Within 5 minutes of ordering, beverages are served using a tray and from the right, moving clockwise around the table.

Refills or follow-up rounds are readily offered or provided when the glass is 1/3 full. If additional beverages are declined, glassware is removed 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

The order is taken within 5 minutes of guest being seated or within 1 minute of guest placing menu down.

The order is repeated, and relevant questions are asked to ensure the order is complete. Temperature and modifications are confirmed, when applicable.

Special attention is provided to children and an offer to serve with priority is extended.

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 and check presenter are in pristine condition, free of any damage. Menu is current and grammatically correct

Menu and/or buffet includes at least two high quality health-conscious beverages

Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered

Menu and/or buffet provides an exceptional variety, including concept driven specialty dishes

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

Mixed drinks and cocktails are correctly prepared and well-balanced.

Wine service includes a demonstration of the label, tasting, and pouring at the table.

Beverages are carried on a tray for the guests.

For signature restaurants, bottled water has a coaster or bucket.

Foods and beverages are fresh and use high quality ingredients

During lunch and dinner service, an amuse bouche, bread, or complimentary offering is served, where applicable.

During dinner service, a distinctive culinary gift from the chef is delivered to the table at some point during the meal.

If more than one guest is dining, the meal is served simultaneously.

For lunch and dinner service, food is served within 15 minutes of placing the order.

Additional courses are served within 5 minutes of clearing the prior course.

Foods are flavorful and well-seasoned/balanced

Portions are 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

Open hand service is used during service, and up to 3 plates per team member is carried at once, moving clockwise around the table.

Plates are eloquently described as they are being served to the proper position. The description includes highlights or noteworthy ingredients.

Staff extends an offer to enjoy the meal and guest comfort is ensured.

Satisfaction is ensured within 2 minutes of the meal being served.

Pace of meal is convenient for guests and service is without excessive delays.

Guests are actively and meaningfully engaged with by the manager at least once during service.

Condiments are elegantly presented

Upon fully clearing main course, coffee, dessert, and after-dinner beverage menus are offered.

Suggestions are made and specialty items are highlighted.

Coffee is served with or prior to dessert presentation

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

Coffee and tea service is presented in a refined manner

Tables, chairs and/or seats are completely clean and hygienic in appearance

Tables, chairs and/or seats are wellmaintained and in excellent condition

Cloth napkins are used and are in excellent condition, clean and pressed

The napkin is refolded should guest depart table during service. The napkin is replaced if soiled, stained, or dropped on the floor.

Serviceware is completely clean and hygienic in appearance

Serviceware is in excellent condition, free of damage or wear

Serviceware is of excellent quality and cohesive in appearance

All proper cutlery is provided

Removal of soiled dishes is convenient

The presentation of the bill is prompt

The bill is accurate

The check is placed in a designated presenter with concept-branded pens, if necessary. A Waldorf Astoria pen is acceptable. Check presenters branded from third party vendors, credit card companies, or any other external entities are prohibited.

During lunch service, the check is presented upon guest request or when it is obvious the guest is ready to depart.

The check is processed within 1 minute of the guest handling or immediately upon departure.

Upon departure, the guest(s) are thanked politely and extended an invitation to return. Guests are engaged with when passing.

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

Vacated tables are cleared within five minutes

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

The service is handled without excessive delays or interruptions

The table is marked, and extra settings are discreetly removed using a tray or marking plate, when appropriate.