Hotel Operation - All Day Dining

Spa Menu to be offered at an appointed restaurant. The Spa menu is based on light ingredients and cooking techniques or raw foods. Could also be based on “Doshas” – ancient ayurvedic guidelines of ingredients that suit certain body types. This would be made available at the outlet closest to the Spa and also offered with Spa packages. (Optional)

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

Server unfolds guest's napkin after guests are seated.

Cold/hot towel (Scented with lemongrass) is offered once guest is seated.

Ladies are offered a handbag stand at all restaurants

Drink list and wine list are offered and served after cold/hot towel.

Server unfolds napkin after guests are seated.

Food menu is presented together with beverage menu.

Associate to show guests where newspapers are located to help themselves OR offered to guests after they have been seated.

A consistent high standard of fresh tea is available and there is a minimum of three (3) types of loose tea and five (5) types of tea bags available

The associate is able to answer any questions with regard to the menu and dish ingredients.

Associate offers to take order in a timely manner

If guest indicates that he/she is in a rush, associate is to inform chef/s on the priority of guest orders upon submission of orders to kitchen.

The order is taken in a proactive manner

Appropriate attempts to upsell are made

Server to explain the local specialty dish and why it is unique to the location.

If the wait for food is above 15 minutes, associate to inform guests and check if they are fine with waiting.

The service host is to confirm the order with guest by repeating all guest orders sequentially.

Bread and butter are served after order is taken, followed by Amuse Bouch (free of charge single bite size hors d'oeuvres). Not applicable for Chinese style dining.

Ordered items are served within 15 minutes. Any dish that takes longer than 15 minutes to arrive, associate is inform guest on the delay.

The service host is to introduce the ordered food/drink to the guest prior to placing the item(s) on the table

When food order is delayed, there are side dishes/sorbet prepared to be served to guests during the wait. For Chinese style dining, pickles/peanuts can be offered instead.

Associate enquires as to guest satisfaction (at least once) but not in excess

A manager's presence is visibly notable.

The general rule of thumb is to enquire for refills when the glass is 1/3 full.

For those properties with an organic or herbal garden to reflect a clear logo or sign beside the dish name which uses ingredients from their organic farm or herbal garden.

Complimentary water is replenished in a timely and orderly manner (If restaurant/bar do not have complimentary water for lunch/dinner, consultant should note that this standard is N/A to that restaurant)

If guest does not want to refill upon checking, service Associate is to remove the glasses away, once emptied.

Table is crumbed after main course is cleared. For Chinese style dining, side plate to be changed at appropriate times during the meal to ensure clean and comfortable dining.

Toothpicks are provided/offered after last dish is cleared (no applicable for non-Asian countries, toothpick available on request)

If meal ordered does not include desserts/coffee/tea, associate offers dessert menu and enquires for coffee/tea at the end of meal.

If coffee or tea is ordered, cream/milk is provided. For tea orders only, lemon wedge/s are provided.

If plain coffee or tea is served, white & brown sugars as well as sweeteners are provided.

If teabag(s) used, only premium quality

Teas are brewed in front of guest.

All soiled items are cleared in a timely manner

The bill is provided promptly after request

For cash test pay bill by cash, take photo of notes and bill discreetly. Don't collect the bill and leave small change as tip.

Associate thanks guest and offers an appropriate parting comment which appears genuine and does not sound procedural.

All associates encountered are extremely well-groomed and wearing professional, clean and well-fitted uniform

All associates encountered are polite and behaves professionally in view of the guest

If provided with positive/negative feedback from guests, associate shows appropriate empathy by responding to comments and providing appropriate follow-up as needed.

Restaurants are non-smoking indoors

Restaurant does not offer dishes with ingredients coming from endangered species (i.e. beluga, shark fin, etc.) on our CSR list.

There should be no sugar in fruit juices (100% all-natural juices)

There should be no sugar in fruit juices (100% all-natural juices)

There is a minimum of 5 types of loose tea and 8 types of tea bags available (high quality).

The following tea varieties are available as a minimum standard: English Breakfast, Earl Grey, Jasmine, Green Tea, Chamomile, Chrysanthemum, Darjeeling and one herbal or fruit tea.

There is a children's menu available.

There is a brief description for every menu item. Menu content is spelt correctly.

Menu in each restaurant contains selections of appetizers, soups, main courses and dessert. (Dessert can be provided on a separate menu). (Dessert can be provided on a separate menu)

Walls/Doors/Windows/Window Treatments cleanliness

Ceiling/Lighting/Vents cleanliness

Floor cleanliness

Greeter Station cleanliness

Booths/Tables/Chairs cleanliness

Tabletop Appointments/Linens /Dishware/Silverware cleanliness

Walls/Doors/Windows/Window Treatments condition

Ceiling/Lighting/Vents condition

Floor condition

Greeter Station condition

Booths/Tables/Chairs condition

Tabletop Appointments/Linens /Dishware/Silverware condition

Is the person in-charge abe to inform guests who enquire about the preventive measures in place?

Is the F&B operations following the guidelines and operating as 3 teams to ensure no cross contamination?

Have the cleaning and disinfection protocols beeb

Have the cleaning and disinfection protocols been updated to include service table cleaning and disinfecting procedure according to local regulation?

Is the concentration of disinfectant in water for consumption maintained within the limits recommended according to international norms and standards, preferably at the upper limits of the range?

Is buffet / salad bar or any displayed food protected by sneeze guard?

Is self-service buffet, replaced by employee served buffet?

Are self-service drinking machines (juice, water, coffee) disconnected? If not, are they thoroughly cleaned several times during service?

Was a specific procedure implemented in order to reduce contamination risks during the delivery or take-away of food to/by customers?

Was a specific procedure implemented in order to reduce contamination risks during the delivery of amneties or room service food/drinks to the accomodations?

Is the frequency of hand washing increased, and is the technique compliant with recommendations? (is this communicated to all -guest and associates)

Is the frequency of hand washing increased, and is the technique compliant with recommendations? (is this communicated to all -guest and associates)

Are hand sanitizers with rubbing alcohol available for people on site at relevant locations?

Have physical distancing measures been put in place?

Is a distance of at least one metre (or other local regulation) between tables and between seats in hotel lobby, bar or business center ensured? Is a maximum concentration of 4 people in 10 sqm (or other local regulation) in sitting areas ensured ?

Is a safe distance of at least one metre between tables and between seats in dining area ensured? Is a maximum concentration of 4 people in 10 sqm in sitting areas ensured?

Is the use of PPE / facial masks compliant with local regulations?