MOD Report - SL SHGHA

Was your email answered within the same day?

If you email was sent past 20:30pm, was the reply received before noon the following day?

Did the email reply have personalised greetings/salutations: ( Dear Mrs Jones, Greetings from The Pudong Shangri-La, thank you for your email)

Did reservation answer all of your questions directly?

Did the email offer or suggest the correct room type in order to meet the guest needs?

Did reservations offer information/explanation on benefits and advantages of the room category so that guest can see the value? (i.e. location, size, in room facilities)?

Did the email clearly state room rate and what it included (i.e. tax, service charge, meals etc)?

For booking dates which were unavailable, did reservations reply and ask for / suggest alternative dates?

Was the email composed with the proper paragragh structure?

Was the email free of any Hotel jargon or abbreviations? (ie FAR, pax etc)

Was the email free of spelling errors?

For inqueries sent did the email ask for acceptance of offer?

Did the email ask/reconfirm expected time of arrival?

Did the email offer additional services, like transport/Spa/Dinner arrangements?

Did the email ask for credit card details in order to secure the booking?

Did the email end with an offer for future assistance and have the name of the colleague as a signature?

Did the email have the hotels tagline at the bottom?

Did the email explain cancellation policy?

For requests for written confirmation were these received within the same day?

Hotel internet site information is accurate, helpful, engaging, colorful and interesting, it generates interest to visit Spa, restaurant, leisure or other facilities of the property.

Hotel internet confirmation is readily available, confirmations are professional and polished.

Warm Welcome - did agent answer with a warm greeting in a cheerful/ smiling voice? <Shangri-La/ Traders/ Kerry>: "(1) Good morning/afternoon/evening, (2) Reservations/ Customer Sales, (3) [name of agent] speaking, (4) how may I help you?"

Tone of Voice - was agent's voice clear and courteous?

Pace - did the agent speak at an appropriate pace - unhurried and focused?

There was no unpleasant background noise heard over the line

Did agent ask if booking enquiry is for yourself or another guest?

Determine Objective - Agent will ask about the purpose of visit/travel.<br>(i.e. City hotel: did agent ask if booking is business or pleasure, you calling from Corporate or TA account? /Resort: coming for a special occasion, etc.). <br>Determine the main purpose of travel?

Recognition - did agent ask if you are a Golden Circle member or have stayed at Shangri-La before?

Recognition – did agent ask if you are a <loyalty program of competitor hotel> member or have stayed at <competitor hotel> before?

If Golden Circle member, did agent ask and reconfirm your GC membership number?

If loyalty member, did agent ask and reconfirm your membership number?

Caller's needs were responded to in a warm, helpful and sincere manner?

Questioning Skills - did agent ask relevant questions for related information and to determine your needs?

Listening Skills - Used verbal cues to acknowledge understanding of caller's needs?

Caller's name is used at least more than once during the call?

Knowledge of hotel - was agent knowledgeable of facilities/services and aptly communicated to caller?

Spoke in an attentive, sincere, courteous and composed manner?

Avoided long silence (>20 seconds) during the conversation?

Did agent ask your permission before you were placed on hold?

If placed on hold, was it less than 30 seconds? <br>(Evaluator Note: If Q1.5 checked “NA, please select "NA" )

After being on hold –did agent thank you for waiting or apologies for the wait? <br>(Evaluator Note: If Q1.5 checked “NA, please select "NA" )

Rate/Room Type Quoted - did agent make you aware of special promotions or offers highlighting benefits to assist you make a choice that's most suitable to your needs? (e.g. the agent just need to explain your preference of rooms, then agents can proactively offer options, or provide spa info…etc.)

Selling - did agent describe the rooms and facilities in a natural, colourful and positive manner?

Did agent describe the ambience of the room and how you will personally benefit?

Verify Arrival - did agent verify your arrival date and/or arrival day?

Verify Arrival - did agent verify for your flight details and/or estimated arrival time?

Verify Name - did agent verify the complete name of the guest/booker and spelling?

Verify Length of Stay - did agent verify number of nights stay and/or departure date?

Verify Occupants - did agent verify the number of occupants in the room e.g. adults vs children?

Verify Occupants - did agent verify the number of occupants in the room e.g. adults vs children?

Verify Rate Selection - did agent verify your room rate selection?

Verify Room Type - did agent verify your room type selection?

Verify Email Address – did agent verify the complete email address of the guest/booker for correspondence?

Did agent ask to get telephone number of caller as a back-up contact detail?

Guest Preferences - acknowledged special request(s) raised by the caller?

Add-On Sales - did the agent attempt to offer hotel services (airport pick-up, spa/health club treatments, restaurant reservations, etc.)?

Acknowledge special occasion - did the agent offer any other assistance to you? (e.g. offer to reserve for services for you if you have mention, or if mention girlfriend's birthday, will they suggest to offer additional services, e.g. flower bouquet arrangement etc.)

Did agent graciously accept your constructive comments and/or reject of the offer?

Did agent recap and reconfirm your booking details correctly? (i.e. dates, room type booked, room rate to charge, etc.)

Did agent recap and reconfirm your booking details correctly? (i.e. dates, room type booked, room rate to charge, etc.)

Confirmation Number - did agent provide a confirmation number?

Confirmation letter/email, brochure or other information sent as requested and promised.<br>(Evaluator Note: If you didn’t receive the confirmation email within 24 hours, please select "No" )

Confirmation letter/email, brochure or other information sent as requested and promised.<br>(Evaluator Note: If you didn’t receive the confirmation email within 24 hours, please select "No" )

Confirmation letter/email contains key information that assures you of a smooth arrival.

Did agent ask if further assistance is needed? <br>(e.g. "is there anything else I could help you?)

Fond Farewell - did agent end the call with warm phrases of expectation and thanked you for calling Shangri-La? (e.g. "thank you for calling", "have a nice day / evening", etc. .) Select "No" if simply say bye / hang up....

Number of Rings - Was telephone answered within three rings? (Measurement only if call is direct to Outlet or Dining Reservations after main hotel operator transferred the call)

Warm Welcome - Did the colleague provide a warm greeting upon answering phone? "Good morning/afternoon/evening, outlet name/Dining Reservations, (colleague name) speaking, how may I help you?"

Tone of Voice - Was the colleague's voice clear and courteous (not monotonous)

If outlet did not answer, did the call bounce back to Guest Service Centre/Dining Reservations/IRD? (proceed to Item#6,7,8) NOTE: Call should go to Guest Service Ctr/Dining Reservations/IRD. Score "N" if call went to Voicemail.

Tone of Voice - Was the colleague's voice clear and courteous (not monotonous)

Did Guest Service Ctr/Dining Reservations/IRD agent apologised for no answer at outlet?

Did the colleague offered to take a message?

Did the outlet return the call timely? NOTE: Only score if telephone number is provided, otherwise N/A

Availability of the Restaurant - Did the colleague confirm table availability and/or proceeded to make the reservation for requested date & time

If requested date/time not available, did the colleague apologise and offer other date/time options? (when applicable, if not score N/A)

If requested date/time not available, did the colleague apologise and offer other F&B outlets in the hotel? (Applicable only for hotel with Central Dining Reservations,otherwise score N/A)

Did the colleague asked full name of guest for reservation (ask guest to spell out the name if necessary.)?

Did the colleague asked if caller is a GC member?

Did the colleague asked number in party – (including no. Adults and Children)?

Did the colleague ask the caller's telephone number, email address and/or room number.(or other contact information)?

Did the colleague asked for any Special occasions/requests: (i.e. birthday, anniversaries, special diets, special server, High chair, Booster seats etc.) (Note: Be sure to note all requests/comments that guests make, however, do not guarantee that these requests will be honoured until it can be confirmed by a Manager or Chef.

Add-On Sales - Did the colleague attempt to offer other special products/services (i.e. birthday cake, flowers, etc)?

Verify Reservation - did the colleague verify your reservation date ?

Verify Reservation - did the colleague verify your reservation time ?

Verify covers - did the colleague verify the number of guests ?

Verify Name - did colleague verify the complete name of the guest and spelling ?

Did colleague offer to email a menu packet to the guest for their review?

Caller/Guest Name Use - did agent use name of caller/Guest during the call?

Did the colleague recap and reconfirm your booking details correctly

Did colleague provide a confirmation number?NOTE: subject to guest request only otherwise score N/A

Was a confirmation letter, brochure or other information sent. NOTE: subject to guest request only otherwise score N/A

Were your special requests duly noted on the confirmation copy? NOTE: subject to guest request only otherwise score N/A

If reservation is made for more than 10 people, did the colleague inform guests about advance deposit? NOTE: No specific standards about deposit/credit card collection to guarantee reservation

If reservation is made for more than 10 people, did the colleague asked politely for credit card information for advance deposit?

Listening Skills - did the colleague actively listen and responded to in a warm, helpful and sincere manner

Guest needs are responded to in a warm, helpful and sincere manner

Did the colleague speak in an attentive, courteous and composed manner

Pace - did the colleague speak at an appropriate pace - unhurried and focused?

Selling - did the colleague describe the restaurant and cuisine accordingly (i.e. Introduce any signature dishes) NOTE: Only score if guest asked about restaurant details otherwise N/A

Did the colleague ask your permission before you were placed on hold?

If placed on hold, was it less than 30 seconds?

After being on hold - did the colleague thank you for waiting OR apologise for the wait?

Before ending the call, did the colleague ask if further assistance is needed?

Did the colleague thank the guest for the reservation?

Fond Farewell - did the colleague end the call professionally (e.e say "thank you for calling (name of outlet")?

Did the colleague verify resrevation name, date and number of people?

Did the colleague confirm reservation is cancelled?

Did the colleague offered to make another reservation for another date/time?

Before ending the call, did the collague ask if further assistance is needed?

Listening Skills - did the colleague actively listen

Guest needs are responded to in a warm, helpful and sincere manner

Pace - did the colleague speak at an appropriate pace - unhurried and focused?

As soon as guest or guest's car comes to a stop, open the doors and greet them.

The hotel doorman welcomes each guest in an outgoing and lively manner, using the local language and gestures.Greet you in “Ni Hao” Welcome to Pudong Shangri-La with smile

Engage with the guest by making eye contact and speaking in a friendly and calm voice, so<br>they can hear you and better understand you

Make sure you are always alert and facing the guests, even when you are standing still, and<br>when you move, walk with confidence, never running or seeming confused

Make your service cheerful, but don’t ask the guest questions about their journey or<br>previous visits, allowing them to reach reception as soon as possible

Help all guests with their baggage unless they decline. Explain clearly to them what will happen with their baggage next.

Tell the guest exactly how many bags you will be taking, and issue them a baggage claim<br>check

Was reservation details(room type, room rates, total pax, room preferences, benefits, departure date) are confirmed?

Greet guest name. Ensure that guests are not crowded together at the desk and the conversation isn't easily overheard by other guests.

When staff find guest reservation, explain to guest the room type they have booked and their departure date.

Once you know the guest’s name, and if you feel comfortable saying it, use their name just<br>once or twice, especially when you are finishing your service to them

Be aware of the guest’s mood – if they appear to be tired from a long journey, or in a hurry, remain mostly quiet; if they seem receptive, staff can ask them about their journey but don’t ask a lot of other questions unless the guest brings it up first.

If the guest is a return visitor, genuinely welcome them back to the hotel; if they are a first time guest, welcome them graciously and thank them for choosing Shangri-La

If the guest’s reservation includes a package of services or benefits, mention this very briefly and without excessive detail

If invite the guest to upgrade to a better room, suggest that the guest might be more comfortable and the advantages of the better room; for example, a beautiful view, spacious working area, or separate sitting room

If the guest is a member of Golden Circle, confirm that staff is aware of it; staff may ask if they are a member but if they are not, ask if they will be interested to enroll, but do not press them

If need to help ensure baggage delivery, for example by handling the baggage claim check, handle this carefully and urgently

If the guest has made a dinner or spa reservation at the hotel, confirm this with them or give them a written confirmation

If the guest has received any pre-arrival mail or messages, make sure it is given to them right away

Offer each guest an escort to their room or provide it automatically; If the guest is being escorted to their room, don’t try to introduce hotel features at reception

Make final comments to the guest warm and friendly, and express genuine welcome

Was the employee dressed in a clean, pressed and complete uniform?

Did all employees wear name badges?

Was the employee well groomed?

Did the employee maintain eye contact with the guest?

Did the employee smile and exhibit a friendly manner?

Did the employee have a good command of English language and speak clearly?

Did the employee respect guest's presence when interacting with other colleagues?

Make sure the entire arrival area and front doors are very clean and neat, with no stored baggage or working supplies visible to the guests.

Did the reception desk look neat and professional?

Was area behind he reception desk free of clutter?

Answer the phone within 3 rings and do not place the guest on hold for more than 30 seconds.

If calls are placed on hold, ask permission before doing so, and thank the guest for waiting

If a call is transferred, make a polite comment before you connect the guest

If see the guest’s name and feel comfortable saying it, use their name once or twice during the conversation, especially when ending the conversation

If a guest must wait, or if staff are interrupted while serving a guest, try to make it less than 1 minute, and always apologize for any delay.

Engage with the guest by making eye contact and speaking in a friendly and calm voice, so they can hear and better understand. Give the guest undivided attention at all times.

Listen carefully to what the guest is asking, and try to understand completely what they need and when; make sure the solution or answer really meets their needs before closing the conversation

Always alert and facing the guests, even when standing still, and when move, walk with confidence, never running or seeming confused

If the guests include elders or children, make a special effort to speak to them respectfully, and for example, by bending down to make eye contact with children

Did Bell person offered Laundry and valet services.

If the guests include elders or children, make a special effort to speak to them respectfully,<br>and for example, by bending down to make eye contact with children

Make final comments to the guest warm and friendly, and express genuine thanks for their visit

If guest information is involved, like their name and room number, be careful to keep it confidential by not leaving it out on a desk or announcing it loudly

If an appointment or booking has been made, or an address written down, be sure to use the Shangri-La confirmation, and write it neatly and completely

Arrive at the guest’s room quickly after their call for service – if this won’t be possible, tell<br>the guest and estimate the accurate time

Ring the bell at the door, and wait ten seconds before repeating (if no one answer the door, please repeat it 3 times)

Ask permission to enter before stepping into the guest’s room

Greet the guest cheerfully and ask if they have enjoyed their visit

Confirm the number of bags and tell the guests what will happen with the bags next and<br>where you will meet them

If the guest has ordered a hotel car for transport, load the bags into the car, ready for<br>departure

If the guest asks to have bags stored, give them the luggage tag and store the bags<br>accordingly

Engage with the guest by making eye contact and speaking in a friendly and calm voice

Check guest's staying satisfaction with smile

Remind to clear safety box

Present paperless of the bill to the guest and ask them if there are any other charges,<br>for example, minibar

If the guest disputes that a charge is correct, and if you don’t have the actual receipt, then<br>assume the guest is correct and credit their account (up to the amount per hotel delegation<br>of authority)

Offer to email the guest a copy of the final bill after they have reviewed it, or if they prefer,<br>print a final copy making sure that it is neat and that it has a zero balance due

Fold the copy of the bill so that the logo is facing outward and present it to the guest with<br>both hands

Ensure that guests aren’t crowded together at the desk and that your conversation isn’t<br>easily overheard by other guests

Complete the check-out as quickly as you can without seeming rushed (4 minutes maximum)

Once you know the guest’s name, and if you feel comfortable saying it, use their name just<br>once or twice, especially when you are saying goodbye

Make your final comments to the guest warm and friendly, and express genuine thanks for<br>their visit

When the guest leaves the reception desk, make sure that you or one of your colleagues<br>escorts them to the front of the hotel

Long-staying and other esteemed guests should be greeted personally by a manager<br>during their departure

Was the employee dressed in a clean, pressed and complete uniform?

Did all employees wear name badges?

Was the employee well groomed?

Did the employee maintain eye contact with the guest?

Did the employee smile and exhibit a friendly manner?

Did the employee have a good command of English language and speak clearly?

Did the employee respect guest's presence when interacting with other colleagues?

Make sure the entire arrival area and front doors are very clean and neat, with no stored baggage or working supplies visible to the guests.

Did the reception desk look neat and professional?

Was area behind he reception desk free of clutter?

The room has a freshened atmosphere and appearance

Lighting, wall fittings, and artwork are clean and tidy (no burned out bulbs)

Furniture and tabletop items are clean, free of smudges, marks and dust

Window curtains are neatly adjusted; opened if excellent view exists, darkened at night if no view, etc

Floors in main rooms and bathroom are clean; furniture straightened

Mirrors and windows are clean and free of smudges and streaks

Guest clothing is neatly handled, including shoes paired, but without a sense of overhandling or intrusiveness

Coffee and tea making equipment, if provided, is cleaned and well-stocked

Magazines and newspapers are straightened neatly; guest property and personal papers undisturbed

Hotel collateral straightened, guest stationery and other supplies restocked

Ice bucket and glasses are clean, and in good repair

All beddings is clean and in good condition

Bed is carefully and neatly made, and presents a comfortable impression

All bed linens are changed daily OR unless guest request otherwise

Waste bins are empty, clean and in good condition, free of wear and damage

Countertop and areas, including sinks, faucets and mirrors, are clean, including any decor objects or amenities placed there

Fixtures, including toilets, shower, bath and grouting are clean

Paper products are amply stocked and neatly presented

Shower enclosure or curtains are clean, hygienic and in good condition

Soaps, shampoo, conditioner, body lotion and any other amenities are neatly presented and capped

Towels and robes are clean and neatly presented; green policy will be followed

Guest toiletries are neatly arranged. Did amenities include: shampoo, conditioner, bath gel, body lotion, shower cap, sanitary bags?

Evening ambience is created through, for example, lighting in main room and bathroom, music or other touches.

Was a shoe horn/clothes brush (HZ & Suites only and 2 x laundry valet bags available?

Was a directory of services and guest comment card available?

Was television clean and correctly tuned in and was the remote control in good working order?

Was the alarm clock in good working condition?

Were there 2 x tumblers, 2 x wine glasses and 2 x coffee mugs at the Resident Bar ?

Was there a box of tissues in clean tissue dispenser?

Was a hairdryer available and was it in good working order?

Were there 2 x clean drinking water glasses placed on coasters?

Did towels consist of: 3 x bath towels, 3 x hand towels, 3 x face towels and a bath mat?

Complimentary water 4 bottles

Answer the phone within 3 rings and do not place the guest on hold for more than 30 seconds

If a call is transferred, make a polite comment before you connect the guestWere all ceilings and walls clean?

If know or can see the guest’s name, and feel comfortable saying it, use their name once or twice during the conversation, especially when ending the conversation

Listen carefully to the guest – ask them to repeat it when necessary and confirm it by reading it back to them, especially numbers and times

Try to deliver the item quickly after the guest's call.

Knock or ring at the door and wait ten seconds before repeating.

Ask permission to enter before stepping into the guest room.

If enter the room, make sure staff cheerfully greet every guest you see, not just the one who answers the door; and especially greet children with a friendly remark

If it is a small item, like a soap or shampoo, put it on a tray for the guest to accept, don’t simply hand it to them

If it is a large item, like a blanket or a pillow, place it inside the room in the correct location, don’t just give it to the guest at the door

If it is an electrical device that must be plugged in, ask the guest permission to set it up, and do so

If the guest has left any personal articles or money in the clothing, place them carefully in an envelope and return them to the guest

If there is a missing button or small mending problem, let guest know by calling and offering to repair

Make sure the clothes look fresh and clean and well-pressed. Arrange the presentation so that it looks elegant; not simply in cardboard boxes, and not with laundry tags

If the guest asks to return later, accept the request graciously and make sure come back when the guest requested

If there is a Do Not Disturb sign on the door, leave a written message or silent phone message offering service at the guest’s convenience

Sense of Asian and locally-inspired element (Eg. Welcome chinese tea)

Greet guests at the restaurant door immediately by stepping towards them – don’t stand behind a counter or desk; traditional greeting is used for ethnic restaurants

If a reservation is made, let guests know that you are expecting them and have their table ready when they arrive at the appointed time, and set for correct number of guests.

Where appropriate, offer convenient and secure coat check

Seat the guests immediately by cheerfully inviting them to follow you

If cannot seat the guest immediately, explain to them how long it might take, try to make them comfortable, and make sure you know where to find them when their table is ready

If there is a choice of tables, explain this to the guests and invite them to choose their preference

Remain with the guest until everyone in the party is seated, then present the menu and mention that their server will arrive soon

Engage with the guest by making eye contact and speaking in a friendly and calm voice. Give the guest your undivided attention at all times

When speaking to a guest, stop and speak clearly so they can hear you and see your face, and better understand you

Always alert and facing the guests, even when standing still. When move, walk with confidence, never running or seeming confused

Make final comments to the guest warm and friendly, and express genuine thanks for their visit

Greet guests at the restaurant door immediately by stepping towards them – don’t stand behind a counter or desk

Offer guests a beverage or aperitif, other than water, and if they order it, serve it quickly (6 minutes maximum)

Staff is familiar with the menu and items and can describe everything clearly and enthusiastically; if the guest asks for something special, try hard to accommodate it even if staff have to ask for help

Be prepared to talk with the guest about recommendations for the best dishes to sample, especially the regional or chef’s specialties; if you suggest something and the guest tries it, make sure you asked how they liked it

If a guest asks a question or needs help with something that do not feel confident about, ask colleague or manager to help – don’t just guess or give a quick answer

Engage with the guest by making eye contact and speaking in a friendly and calm voice. Give the guest your undivided attention at all times

When speaking to a guest, stop and speak clearly so they can hear and see face, and better understand.

Be aware of the guest’s table and make sure their drinks are not empty, and that they have everything else they might need, like proper cutlery and typical condiments

When clear dishes from the table, wait until all the guests are finished and then remove all the dishes are removed at once.

Make sure that the pace of the meal is normal, without long delays or being rushed; if there is a delay, explain this to the guest and apologize

When approach guests, don’t interrupt their conversation, and don’t ask too many questions – if something needs to be done, like clearing a plate or refilling water, do it silently

Ask the guests once – but only once – if they are enjoying their meal, and do this soon after they begin eating so it isn’t too late to help them if there is a problem

Check is ready when the guest asks, that it is neat and correct with a Shangri-La logo pen to sign it; while the guest looks at the check, step away to give them privacy

Make final comments to the guest warm and friendly, and express genuine thanks for their visit

If the guests include elders or children, make a special effort to speak to them respectfully, and for example, by bending down to make eye contact with children

If a guest asks for assistance with wine, begin by asking questions about what type of wine characteristics they prefer, and make sure you know what food they are ordering

Once you understand the guest and their meal, recommend a few different wines you think they might like, with different price points

Did the waiter present and open the wine in front of the guest?

Did the waiter pour a small amount of wine for host to sample?

Did the waiter serve the wine - ladies first?

Did the waiter fill the glasses 1/2 full?

Was white wine served from an ice bucket?

Was red wine served at room temperature and white wine chilled?

Did the waiter top up the wine/water glass when 1/4 full?

In the case of a beverage, was the drink correctly garnished?

Was the beverage poured in front of the guest in the case of canned, bottled or mixed drinks (i.e. not prepoured)? (Still water poured before being brought to table)

If wine by the glass is ordered, did the waiter present the bottle to the guest and pour directly from the bottle?

Did the waiter handle glassware by the stem and base of glass at all times?

Did waiter offer additional drinks when initial drink was 1/4 full?

Did waiter automatically suggest a starter for each guest?

Did waiter automatically suggest side orders (if applicable)?

Did waiter up sell with wine order (i.e. recommend a wine to accompany the meal)?

Did waiter automatically offer additional bottle of wine/water upon completion of the first?

Did waiter automatically suggest mineral water with the meal?

If no dessert was ordered, did waiter offer an alternative (i.e. sorbet/cheese course)?

Was the bill provided within 3 minutes of request?

Was the bill presented in a clean bill fold/tray with hotel pen?

Was the bill clearly itemized and correct?

Did waiter collect payment promptly (i.e. within 2 minutes)?

If cash payment, was receipt automatically offered (i.e. bill displays settlement by cash)?

If credit card payment did employee verify signature?

Did employees appear organized and work as a team?

Did the employee wear a name badge?

Was the employee well groomed?

Did the employee smile and exhibit a friendly manner?

Did the employee have a good command of English language and speak clearly?

Did employee respect guest's presence when interacting with other colleagues?

Was employee attentive to the guest's needs at all times?

Offered Asian or locally inspired snacks with beverage Lobby Lounge & Bar)

Knowledgeable of and enthusiastic when describing signature dishes

Was the menu clean and in good condition?

Did the restaurant menu offer a varied selection of dishes (i.e. starters, main courses and desserts)?

Were two vegetarian options available?

Was at least one daily and/or seasonal speciality available?

Make sure that the item prepared matches the way it is described in the menu; or the way most guests expect it

Make sure every plate looks carefully plated; free of spills and drips

Make sure every plate looks appetizing, for example, with fresh colors and height and texture

Make sure the food tastes good and is fresh

Make sure that foods are properly cooked (medium rare), crispy, well-grilled, etc.

Make sure hot foods are piping hot, and that cold foods are well chilled

In upscale or specialty restaurants, offer guests some complimentary courses, such as amuse bouche or mignardises or intermezzo

Was correct cutlery used for its intended purpose and was it clean and matching in pattern?

Was cutlery silver in the case of a formal restaurant and good quality stainless steel in the case of an informal restaurant?

Was crockery clean, unchipped and matching in pattern?

Was the glassware clean, unchipped and matching in pattern?

Was ice bucket clean and polished?

Was the butter rolled/cut, fresh and well presented?

Was butter served on saucer?

Was the napkin clean, pressed and free of any stains/tears?

Were the salt and pepper cruets available and if so clean and full?

Did the sugar selection include white, brown and sweetener?

In the case of sugar cubes were sugar tongs/spoons present?

Take a quick look at staff uniform to make sure there isn’t a stain and look crisp and professional

If the restaurant features windows and views, makes sure the windows are clean and that the shades are adjusted properly for the time of day

Make sure the temperature is comfortable – based on own impression, the temperature setting and the behavior of the guests

Makes sure the music is at the right volume and the sound quality is good

Make sure all the floors are clean and free of debris

Look around the walls and ceiling to make sure there are no burned out light bulbs or damage or stain

If the restaurant features flowers or other décor items, make sure they are clean and healthy looking

Look around the room at the way guests are seated; do they look comfortable, and is there enough space and privacy for them? Do businesspeople have quiet space and children have family space?

Make sure the workstations are well organized and very clean, especially if a guest can see any part of it tidy – cleared of dirty dishes, extra supplies and absolutely no trash or dirty linens

Visit or speak to every guest at some point during their meal by visiting their table – not just during arrival and departure

When guests leave, make sure you get to their table right away to clear it – and once you start clearing, make sure you finish – don’t leave it partly cleared

If calls are placed on hold, ask permission before doing so, and thank the guest for waiting

Answer the phone before the fourth ring and do not place the guest on hold for more than 30 seconds

If a call is transferred, make a polite comment before connecting the guest

Give the guest undivided attention at all times

Engage with the guest by speaking in a cheerful, friendly and calm voice

Use guest name once or twice during the conversation, especially at the end of the call

For breakfast orders, if the guest has ordered breakfast on a previous day, staff shall let guest know that we recognize them by confirming some of their basic choices such as how they like their coffee or tea,

Staff is familiar with menu and can describe everything clearly, including optional choices like types of bread, types of soup, types of vegetable side dishes

If the guest does not order some normal items, like drinks, dessert, or juice with breakfast, staff can suggest just one or two of these items

At the end of the call, carefully repeat everything the guest has ordered

Tell the guest when they will receive their order by giving the time of day (such as “nine-ten”)

Make final comments to the guest warm and friendly, and express genuine thanks for their call

If the guest calls to have their dishes removed, ask how they enjoyed their meal, and ask if they would like anything else, for example can mention hot coffee or tea

Did order taker have good product knowledge with regards to wine?

Did order taker offer drinks with the meal?

Was there an attempt to suggestive sell?

Was the order served in the standard times:-

Breakfast order card - within 5 minutes of requested time

Full cooked breakfast - 30 minutes

Continental breakfast - 20 minutes

Lunch/Dinner - 30 minutes

Before setting the tray or trolley, make sure it is in good condition and clean, including the lower frame and wheels and warmer box

Once have everything ready on the table or tray, double check each item the guest ordered and make sure it is present, along with all of the condiments that go with that dish

Make sure that all of the cutlery correctly matches the food, and that all of the dishes, glasses, cutlery, linens are clean

Every table and tray that present must have some small touch of Asia – either a decoration, tableware, or food item – make sure it is there

Make sure the guest’s check is correct and placed in a clean folder with a working Shangri-La pen; and make sure there is a card on the table giving the guest directions about how to remove the table or tray when they are done

Take a quick look at staff uniform to make sure there isn’t a stain and look crisp and professional

Before knocking on the guest’s door, imagine the room that about to enter such as the furniture, the windows, the open space; if you need to look at a picture of the room, do this

If the guest has asked for a newspaper, or if a newspaper is outside their door, fold it neatly and place it as part of the tabletop; take away the doorhanger bag, if there is one

Knock or ring at the door, and wait ten seconds before repeating

Ask permission to enter before stepping into the guest’s room

Engage with the guest by making eye contact and speaking in a friendly and calm voice

When entering and working in the room,staff cheerfully greet every guest, not just the one who answers the door

Use guest name just once or twice, especially when first greet the guest, or when leave the room

Give the guest your undivided attention at all times

Based on the order and on the room arrangement, suggest a good place to put the table or tray and ask the guest if they agree

Arrange the items on the tray or table conveniently so that it looks like a table in a restaurant, ready for the guest to sit down and begin eating without having to move things around

If the order includes bottled water or soft drinks, open and pour them; if it includes coffee or tea, ask the guest if they would like staff to pour it

Make sure the chairs or seats around the table are comfortable and facing the place setting; don’t make the guest move chairs around after you leave

If the guests are working, or talking to each other, or watching TV, remain mostly quiet except to ask about how to set up the tray and repeating the order

If the guest is waiting for room service or not busy, try to chat with them in a friendly way

Once have set the table or tray fully and comfortably, tell the guest their breakfast (dinner) is ready, and show them the items they ordered, giving the name of the item

Did the employee inform the guest of tray/trolley collection procedures?

When you arrive to clear away the dishes, work quickly in the room and ask if they enjoyed their meal as you work

Make sure their check is correct, that it is neat and clean, and give them a Shangri-La logo pen to sign it

Was the bill clearly itemized and correct?

Was the employee dressed in a clean, pressed and complete uniform?

Were employee's shoes black, clean and polished?

Did the employee wear a name badge?

Did the employee smile and exhibit a friendly manner?

Did the employee have a good command of English language and speak clearly?

Was employee attentive to the guest's needs at all times?

Make sure that the item you prepared matches the way it is described in the menu; or the way most guests expect it

Make sure every plate looks carefully plated; free of spills and drips

Make sure every plate looks appetizing, for example, with fresh colors and height and texture

Make sure the food tastes good and is fresh

Make sure that foods are properly cooked (i.e., medium rare), crispy, well-grilled, etc.

Make sure hot foods are piping hot, and that cold foods are well chilled

If a dinner order includes ice cream or a hot dessert, make sure the serving pieces will maintain the temperature of the item, like an iced supreme set-up

Was coffee/tea hot and fresh?

Was milk/cream offered with the coffee?

Did fresh rolls/bread (minimum three varieties) accompany the meal unless the ethnic cuisine is being served? Ordered Indian & Western dishes, no rolls served, but naan was.

Was the room service tray/trolley clean and in good condition?

Was the tray/trolley cover clean, pressed and free of any stains/tears?

Was correct cutlery used for its intended purpose and was it clean and matching in pattern?

Was crockery clean, free of chips and matching in pattern?

Was the glassware clean, unchipped and matching in pattern?

Were all the drinks covered with stancaps?

Was a cloche used to cover hot food clean, polished and in good condition?

Did a full dish of butter accompany the food order?

Was the butter rolled/cut, fresh and well presented?

Were condiments served with the meal and decanted into the appropriate dishes or in miniature form?

Was the napkin clean, pressed and free of any stains/tears?

Were the salt and pepper cruets provided and if so were they clean and full?

Was all the food free of any plastic/paper/foil wrapping before entering the room?

Did the sugar selection include white, brown and sweetener?

In the case of breakfast was there a minimum of three different preserves available?

Answer the phone before the fourth ring and do not place the guest on hold for more than 30 seconds

If calls are placed on hold, ask permission before doing so, and thank the guest for waiting

If a call is transferred, make a polite comment before connecting the guest

Give the guest undivided attention at all times

Engage with the guest by speaking in a cheerful, friendly and calm voice

If the guest enquires about the restaurants, based on the guest’s answers, describe some of the restaurants that might match their needs

Staff know restaurants better than the caller, so if believe that there is an especially good offer, explain to the guest why think so

If making a booking, ask if there are any special needs or special occasions

Repeat all of the details clearly

Make final comments to the guest warm and friendly, and express genuine thanks for their call

Greet guests at the restaurant door immediately by stepping towards them – don’t stand behind a counter or desk

Enquire politely about the room number and name of the guest (if applicable)

As you are escorting the guests, explain to them the buffet, and point out some of the special foods and stations on the buffet & enquire the type of beverage they would like

Seat the guests immediately by cheerfully inviting them to follow you

If cannot seat the guest immediately, explain to them how long it might take, try to make them comfortable, and make sure you know where to find them when their table is ready

If there is a choice of tables, explain this to the guests and invite them to choose their preference

Remain with the guest until everyone in the party is seated

Engage with the guest by making eye contact and speaking in a friendly and calm voice. Give the guest your undivided attention at all times

When speaking to a guest, stop and speak clearly so they can hear you and see your face, and better understand you

Always alert and facing the guests, even when standing still. When move, walk with confidence, never running or seeming confused

Make final comments to the guest warm and friendly, and express genuine thanks for their visit

Greet guests immediately you can after they are seated.

Make sure you invite the guests to help themselves to the buffet.

Staff is familiar with menu and items on the buffet and can describe everything clearly and enthusiastically; if the guest asks for something special, try hard to accommodate it even if have to ask for help

Be prepared to talk with the guest about recommendations for the best dishes to sample, especially the regional or chef’s specialties; if you suggest something and the guest tries it, make sure you asked how they liked it

If a guest asks a question or needs help with something that do not feel confident about, ask colleague or manager to help – don’t just guess or give a quick answer

Engage with the guest by making eye contact and speaking in a friendly and calm voice. Give the guest your undivided attention at all times

When speaking to a guest, stop and speak clearly so they can hear and see face, and better understand.

Be aware of the guest’s table and make sure their drinks are not empty, and that they have everything else they might need, like proper cutlery and typical condiments

When clear dishes from the table, wait until all the guests are finished and then remove all the dishes at once.

Make sure you bring the guest fresh cutlery after each course if they are still eating – never leave the same knife, fork or spoon on the table for the guest to use twice

When approach guests, don’t interrupt their conversation, and don’t ask too many questions – if something needs to be done, like clearing a plate or refilling water, do it silently

Be aware of the guest’s mood – if they are busy working or reading or engaged in conversation, remain mostly quiet; if they seem receptive to you, engage them in friendly conversation about the region or the weather or recent events

Ask the guests once – but only once – if they are enjoying their meal, and do this soon after they begin eating so it isn’t too late to help them if there is a problem

Be alert to the guest’s progress so you will know when they have made their final trip to the buffet and are finishing their meal; offer coffee or tea

When you are certain that the guests have finished, present their check by placing it discreetly on the table and assure them that there is no hurry

Check is ready when the guest asks, that it is neat and correct with a Shangri-La logo pen to sign it; while the guest looks at the check, step away to give them privacy

Make final comments to the guest warm and friendly, and express genuine thanks for their visit

If the guests include elders or children, make a special effort to speak to them respectfully, and for example, by bending down to make eye contact with children

If guests hesitate while making their choices at the buffet, staff step forward to help identify the dishes or some of their special characteristics

If a guest asks for assistance with wine, begin by asking questions about what type of wine characteristics they prefer, and make sure you know what food they are ordering

Once you understand the guest and their meal, recommend a few different wines you think they might like, with different price points

Did the waiter present and open the wine in front of the guest?

Did the waiter pour a small amount of wine for host to sample?

Did the waiter serve the wine - ladies first?

Did the waiter fill the glasses 1/2 full?

Was white wine served from an ice bucket?

Was red wine served at room temperature and white wine chilled?

Did the waiter top up the wine/water glass when 1/4 full?

In the case of a beverage, was the drink correctly garnished?

Was the beverage poured in front of the guest in the case of canned, bottled or mixed drinks (i.e. not prepoured)? (Still water poured before being brought to table)

If wine by the glass is ordered, did the waiter present the bottle to the guest and pour directly from the bottle?

Did the waiter handle glassware by the stem and base of glass at all times?

Did waiter offer additional drinks when initial drink was 1/4 full?

Did waiter up sell with wine order (i.e. recommend a wine to accompany the meal)?

Did waiter automatically suggest mineral water with the meal?

Did waiter suggest post meal drinks?

Was the bill provided within 3 minutes of request?

Was the bill presented in a clean bill fold/tray with hotel pen?

Was the bill clearly itemized and correct?

Did waiter collect payment promptly (i.e. within 2 minutes)?

If cash payment, was receipt automatically offered (i.e. bill displays settlement by cash)?

If credit card payment did employee verify signature?

Did employees appear organized and work as a team?

Did the employee wear a name badge?

Was the employee well groomed?

Did the employee smile and exhibit a friendly manner?

Did the employee have a good command of English language and speak clearly?

Did employee respect guest's presence when interacting with other colleagues?

Was employee attentive to the guest's needs at all times?

Described dishes and highlighted local specialties

Make sure all of the display pieces and accents are immaculately clean and well-placed

Prepare the food dishes carefully to make each platter or pan look generous and fresh, using only enough quantity to match the next half hour of guest traffic

Make sure every platter or pan looks appetizing, for example, with fresh colors and height and texture

Make sure that foods are properly cooked such as crispy, well-grilled, etc., and that roasted items remain moist and never appear dry or overdone

Make sure hot foods are piping hot, and that cold foods are well chilled

Make sure that no food display is ever less than 1/3 filled

If your hotel serves many children, feature some selections especially for them, at lower height, with a colorful and entertaining presentation

At action stations, keep the work areas immaculately clean with absolutely no soiled linens or utensils or food spills

Was correct cutlery used for its intended purpose and was it clean and matching in pattern?

Was cutlery silver in the case of a formal restaurant and good quality stainless steel in the case of an informal restaurant?

Was crockery clean, unchipped and matching in pattern?

Was the glassware clean, unchipped and matching in pattern?

Was ice bucket clean and polished?

Was the butter rolled/cut, fresh and well presented?

Was butter served on saucer?

Was the napkin clean, pressed and free of any stains/tears?

Were the salt and pepper cruets available and if so clean and full?

Did the sugar selection include white, brown and sweetener?

In the case of sugar cubes were sugar tongs/spoons present?

Take a quick look at staff uniform to make sure there isn’t a stain and look crisp and professional

Make sure that the chairs and surrounding floor area are clean and free of debris

If the restaurant features windows and views, makes sure the windows are clean and that the shades are adjusted properly for the time of day

Make sure the temperature is comfortable – based on own impression, the temperature setting and the behavior of the guests

Makes sure the music is at the right volume and the sound quality is good

Make sure all the floors are clean and free of debris

Look around the walls and ceiling to make sure there are no burned out light bulbs or damage or stain

If the restaurant features flowers or other décor items, make sure they are clean and healthy looking

Make sure the workstations are well organized and very clean, especially if a guest can see any part of it tidy – cleared of dirty dishes, extra supplies and absolutely no trash or dirty linens

Look around the room at the way guests are seated; do they look comfortable, and is there enough space and privacy for them? Do businesspeople have quiet space and children have family space?

Look at the buffet presentations and make sure the tables and displays are clean, and that there are plenty of plates and serving utensils

Visit or speak to every guest at some point during their meal by visiting their table – not just during arrival and departure

Make sure the buffet displays and tables are neat, with clean and functional serving utensils and that foods are easy to self-serve

Make sure that ample dishware, cutlery, condiments and sauces are provided logically at the buffet

When guests leave, make sure you get to their table right away to clear it – and once you start clearing, make sure you finish – don’t leave it partly cleared

Remain well positioned at the reception and greet guests immediately when they arrive; step out from behind the reception desk to meet the guest where possible

If it is the guest’s first visit, offer a tour or introduction to the facilities, or assistance with the equipment

Staff is very familiar with all of the equipment, and give advice or help in a sincere and attentive manner

Offer the guest a hand towel or headphone, or make sure they are stocked for self-service

Engage with the guest by making eye contact and speaking in a friendly and calm voice

Give the guest your undivided attention at all times

When speaking to a guest, stop and speak clearly so they can hear, see and better understand

Make final comments to the guest warm and friendly, and express genuine thanks for their visit

Ensure that guests are properly registered for admission

SPA RESERVATION: Answer the phone before the fourth ring and do not place the guest on hold for more than 30 seconds

Use guest name once or twice during the conversation, especially when end the conversation; if unsure, ask the guest how to pronounce their name

Listen carefully to everything the guest says and respond in a sincere manner

Ask thoughtful questions to find out the guest’s needs and preferences, and make recommendations to fit the need

Ask about the guest’s preference

Make sure staff can knowledgeably and enthusiastically describe all the treatments on the menu

Give the guest helpful pre-arrival suggestions, for example, location of spa, what to wear, when to arrive, cancellation policy and any other necessary information

Make final comments to the guest warm and friendly, and express genuine thanks for their call

If the guest has requested collateral, make sure it is efficiently and attractively provided in the manner requested (e-mail, fax, etc.)

Make sure that the merchandise displays are neat, well organized, well stocked and inviting.

Make sure that the robes and sandals are in excellent condition; for guests receiving treatments, sizes are appropriate

Make sure that the temperature and air quality are comfortable and odor-free

Make sure that the reception area and work area look comfortable, relaxing and neat

If there is reading material, make sure that it includes varied subjects with top branded titles, and that they are neat and in good condition

Make sure staff know treatment and product information and have price and other reference material conveniently accessible

Was a qualified attendant present?

Was the décor fresh in appearance and of a high standard?

Were hand towels available?

Was gymnasium well laid out?

Did equipment include: stationary bikes, treadmills, universal equipment, a rowing machine and weights?

Was gymnasium user friendly with clear instructions placed on equipment as to how to use it?

Was the equipment in good working order?

Was a wall clock time correct and clearly visible?

If television monitors were present were they in good working order?

The floors, walls, ceilings and doors are clean and hygienic

Were clean sweat towels available (if not provided at reception)?

Was a water dispenser and cups available?

Were all mirrors clean and smear free?

Was flooring clean and in good condition?

Were walls clean and scuff free?

The temperature and air quality are odor-free and maintained at comfortable levels

The lighting, wall fittings, and artwork are clean and tidy (no burned out bulbs)

Was pool appropriately heated to a comfortable temperature?

Were depth signs/safety notices present?

Was chilled water offered and refilled automatically on a regular basis?

Was area around the pool clean and free of any debris?

Were ample side tables available at pool?

Were towels available and if so were they clean and in good condition?

The court is comfortable and spacious, allowing play without outside factors to interfere with game

The court surface, net, fencing and lighting are clean, free of debris

The court surface, net, fencing and lighting are in good condition, free of damage and wear

Was tennis court net in good condition?

There is complimentary water and cool towels conveniently provided

Were safety instructions clearly stated?

Was sauna appropriately heated?

The sauna, steam, hot tub or other facilities are very clean and hygienic and at appropriate temperature

Was a thermometer and egg timer present in the sauna?

Was steam room in good working order?

Was steam room well maintained, clean and free of any debris?

Maintain a supply of cool towels near the sauna and steam facilities

We will give our guests privacy when they are changing and showering by avoiding occupied areas and ensuring that our cleaning and stocking duties are discreet and non-interruptive

Make sure that countertop and areas, including sinks, faucets and mirrors, are clean and hygienic, including any decor objects or amenities placed there

Stock amenities neatly and fully and include essential grooming products

Fixtures, including toilets, shower, bath and grouting are clean and hygienic

Stock shampoo, conditioner and body wash conveniently

Towels are neatly stocked and the hamper is convenient and neat

Stock paper and soap supplies fully and that trash receptacles are neat

Lockers are clean and in good condition - inside and out

Floors, walls, ceilings and doors are clean and hygienic

Was the laundry basket not full?

If there is reading material, make sure that it includes varied subjects with top branded titles, and that they are neat and in good condition

Were hairdryers available and in good working order?

Were showers clean and in good working order?

Temperature and air quality are odor free and maintained at comfortable levels

Were shower curtains/doors/screens clean and in good condition?

The sound system is operating at comfortable volume, with good sound quality and an appropriate selection

Llighting is adequate for grooming, in good condition, operative, and clean

Was the telephone answered within three rings?

Did the Service Associate use proper verbiage: "Good morning / afternoon, evening / ni hao (hotel name)"

Tone of Voice - Was it clear, courteous and not monotonous?

Phone Smile - Did the Service Associate have a "smiling voice?"

Have you been transferred to another department during this call? (either requested by you or transferred by the Service Associate)? (Not for scoring)

Did Service Associate ask if you could be placed on hold?

Was there hold music playing when you were placed on "hold"?

Did the Service Associate wait for your acknowledgement to be transferred?

Before call is transferred, did the Service Associate say something like, "Thank you for waiting, I am connecting your call to XX" or "I'll connect your call, thank you for calling."

"Were you placed on hold for more than 30 seconds? (note: In Jan-May 2011, the evaluation time is 15 seconds.) (Not for scoring)"

If you were placed on hold and exceeded 30 seconds, where you advised by the agent that he/she was still trying to connect your call? (note: In Jan-May 2011, the evaluation time is 15 seconds.)

"Were you successfully connected to the department you requested for? (Not for scoring)"

"Did Service Associate follow the ""Do Not Screen Call"" rule? (that is did not ask for your (the caller's) identity before transferring calls)"

"Did you call got connect back to the service centre because of no answer? (Not for scoring)"

Did the Service Associate thanked you for waiting and apologize for no answer

"Did the Service Associate offer any one of the below alternatives such as: i) Offered to take message, or ii) Offered to connect to voicemail, or iii) Offered to speak to another colleague in the department, or iv) Offered to assist you personally"

"Was Service Associate knowledgeable about hotel facilities (select ""N/A"" if not asked in the scenario)"

"Service Associate is knowledgeable about city information (select ""N/A"" if not asked in the scenario)"

"Service Associate is knowledgeable about distance between hotel and airport (select ""N/A"" if not asked in the scenario)"

"Service Associate provident other pertinent information (select ""N/A"" if not asked in the scenario)"

Listening Skill - did Service Associate listen carefully to your requests?

Speaking Skill - did Service Associate respond in a warm, helpful and efficient manner?

Language Skill – Service Associate is capable in communicating with you in the language you use clearly?

Pace - was the Service Associate's pace to your satisfaction? (e.g. unhurried, not rush, patient, focus)

Offer assistance - did the Service Associate offer any other assistance to you? (such as asking "is there anything else I could help you?")

Ease of Access to Hotel

Quality of Maintanance of Both Driveways

Sence of Security

Quality of Maintenance and Appearance

Overall ambience in Hotel?

Cleanliness of toilet

Quality of Service Available