Nava Service

Staff politely acknowledges the guest when appropriate and reasonably possible.

Guest(s) are approached within 1 minute of arrival and provided a warm welcome.

Orientation to the restaurant/pool is provided and menu highlights are shared

The beverage order is obtained and sparkling, iced, or still water is offered.

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

Special attention is provided to children and priority serving is offered.

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

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

Staff closes interactions 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 does not decline any request without offering appropriate alternatives

The arriving guest is escorted to a chair, and set-up assistance is provided or offered

Once the guest is seated, water is proactively provided or offered within five minutes

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

During a 90-minute period in warm conditions, some sort of complimentary refreshment is proactively passed by staff

It is possible to conveniently obtain drinks and snacks by signaling the attention of a staff member

Beverages are served using a tray within 10 minutes of ordering. Glass and china are not permitted on the pool deck.

Additional beverages are offered when 1/3 full.

If additional beverages are declined, glassware is removed within one minute of being empty.

The pool area provides adequate sun protection measures, including shade<br>options and sun protection products

Staff automatically offers at least two towels to each guest

Soiled towels are stored discreetly

The pool deck/beach exhibits a well-organized and professional<br>appearance; vacated loungers and used serviceware are swiftly cleared

All chairs, tables, pads, towels and umbrellas are clean and hygienic in<br>appearance

All chairs, tables, pads, towels and umbrellas are in excellent condition

All chairs, tables, pads, towels and umbrellas are of exceptional quality

All areas around the pool and beach area are clean and completely hygienic

All areas around the pool and beach area are in excellent condition and free<br>of maintenance issues

The guest is completely comfortable. There is adequate space and privacy.<br>If children or groups of guests are present, it is possible to select chairs<br>isolated from others

The pool setting is distinctive and promotes a sense of place

Restrooms are located within the pool/beach area

If provided, restrooms are well-stocked, clean, and hygienic in appearance

If provided, restrooms are well-maintained and in excellent condition

Poolside menu is available and offers an exceptional variety of food and<br>beverages, including specialty items

Poolside menu offers a variety of nutritionally focused food and beverages;<br>dietary restrictions are considered

Prior to food delivery, required cutlery is provided from a marking plate/tray.

Any food ordered is packaged in luxury eco-friendly containers and packed with biodegradable cutlery. Glass and china are not permitted on the pool deck.

Food is served within 15 minutes of placing order.

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

If the pool or beach is not close to the kitchen, guests are always provided an estimated delivery time.

The plate is eloquently described as it is served to the proper position

Satisfaction is ensured within 2 minutes of serving the meal. If guests are enjoying beverages only, satisfaction is assessed within 2 minutes of serving.

The pace of the meal is convenient for the guest and is serviced without excessive delays.

If available, poolside menu, check presenter, and all service items are clean<br>and in good condition. Menu is current and grammatically correct

Food and beverages have a distinctive presentation

All ordered items are fresh, flavorful and properly prepared

All ordered items are accurately served

The area is maintained, and clean cutlery is provided as needed.

The guest’s name is used naturally and discreetly during service, when possible.

The napkin is refolded or replaced should the guest depart during the service.

The bill is accurate

The service is handled without excessive delays or interruptions

The check is reviewed for accuracy and placed in a designated presenter with a branded pen.

The check is presented upon the guest declining further service, and it is noted that the check is being left at the guest’s convenience. The table is fully maintained after the final course.

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

Upon departure, the guest is thanked politely, their name being used when possible, and extended an invitation to return. Guests are engaged with when passing

The area is cleaned and reset within 5 minutes of the guest’s departure