Mandarin Lounge or Bar Drinks Service

Was the guest greeted or acknowledged within 1 minute upon entering the bar/lounge?

Did the colleague offer to take the drinks order within 3 minutes of seating?

Did the colleague ask if the guest had any special dietary requirements and were they adhered to?

Some elements of the beverage offerings or ingredients will reflect the local environment to have guests experience the local culinary culture.

The menu offers an Asian heritage signature drink or a featured drink from a sister property. The colleagues can explain stories behind drinks.

Did the drinks menu include one or more crafted non-alcoholic/healthy beverage option(s)?

Did the colleague offer a choice of brand/variety when taking the drink order if there was an opportunity to do so?

Did the colleague offer the option to order food or supply a restaurant menu?

Was the correct drinks order served within 5 minutes of order (8 minutes for cocktails) unless advised of a delay?

Was the correct order served to each guest without any prompting required?

Were drinks served and cleared using a tray?

If wine by the glass is ordered, did the waiter present the bottle and offer a sample before filling the glass accordingly (n/a for Enomatic wine system, or similar, by the glass)?

Did the waiter supply and place drinks on coasters (not required for stemware)?

Were the drinks served in the correct, clean (unchipped) glassware with the appropriate fresh garnish and a non-plastic stir stick/straw (if required)?

Did the waiter automatically offer a minimum of two varieties of snacks, and in the case of shelled nuts or olives, was a pit bowl provided?

Were the snacks fresh and of good quality?

Were the snacks topped up as required?

Did the waiter supply serviettes with the snacks/drinks?

Did the waiter offer an additional beverage within 2 minutes of drink being empty?

Was a manager or supervisor present and actively engaging with the guests? You will know you are doing this well when genuine conversation occurs; it’s a bit more than small talk.

Was the bill clearly itemized and correct and was it promptly presented or within 3 minutes of request in a clean billfold (or similar) that was in good condition?

Did the colleague offer a sincere farewell at the end of the conversation and show appreciation?

Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?

Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?

Were all food and beverages free of single-use plastic?

Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?

a) Were you approached by a staff member to place an order whilst sitting in the lobby lounge?<br>

b) Were you satisfied with the range of beverage options on the bar menu? If not, what would you like to see on the menu?<br>

c) Were you satisfied with the range of food options on the bar menu? If not, what would you like to see on the menu?<br>

d) How would rate the overall level of service you received? <br>

e) Did you feel welcomed when you entered the bar?

f) Was the bar area clean and tidy?