Otto Rooftop Roma - Internal Inspection BSA

RESERVATION:

• Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

  Yes

  No

  N/A

• Did the talent obtain the guest's name and use the caller's name at least once during the conversation?

  Yes

  No

  N/A

• Did the talent obtain the number of people dining, the dining time and the telephone/room number?

  Yes

  No

  N/A

• Did the talent repeat and confirm the details?

  Yes

  No

  N/A

• Did the call end with the talent offering a warm and sincere closing?

  Yes

  No

  N/A

ARRIVAL/SEATING:

• If music was played, was it appropriate for the venue/ambiance and was it played at a pleasant level?

  Yes

  No

  N/A

• Was the guest greeted or acknowledged with a Warm welcome within 30 seconds upon entering the restaurant?

  Yes

  No

  N/A

• If the guest was kept waiting did the talent acknowledge this and apologize for the delay?

  Yes

  No

  N/A

• Did the talent seat the guest within 1 minute of their arrival at a fully laid table?

  Yes

  No

  N/A

• Did the talent offer seating assistance, remove covers if necessary and present the menu/wine list?

  Yes

  No

  N/A

• Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu light)?

  Yes

  No

  N/A

• In the case of outdoor dining, was a pashmina/blanket/direct heating facility offered in cool conditions?

  Yes

  No

  N/A

• In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues only)?

  Yes

  No

  N/A

• Did the talent explain any specials of the day where applicable (i.e. soup, fish, etc.) or any items that were not available?

  Yes

  No

  N/A

SERVICE:

• Was a pre-meal drink offered within 2 minutes of seating?

  Yes

  No

  N/A

• Did the talent automatically suggest mineral water with the meal?

  Yes

  No

  N/A

• Was the food and beverage order taken within 10 minutes of seating?

  Yes

  No

  N/A

• Was the talent able to answer any questions with regard to the menu and its ingredients?

  Yes

  No

  N/A

• Did the talent accommodate any reasonable off menu requests?

  Yes

  No

  N/A

• Did the talent obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

  Yes

  No

  N/A

• Did the talent automatically suggest a starter and side orders (if applicable) for each guest?

  Yes

  No

  N/A

• Were bread/rolls served if applicable to the type of cuisine?

  Yes

  No

  N/A

• Did the talent/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal?

  Yes

  No

  N/A

• Was the correct drinks order served within 5 minutes of order?

  Yes

  No

  N/A

• Were drinks served and cleared using a tray?

  Yes

  No

  N/A

• Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times?

  Yes

  No

  N/A

• Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay?

  Yes

  No

  N/A

• Was the order correct and complete?

  Yes

  No

  N/A

• Were all appropriate condiments offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

  Yes

  No

  N/A

• Did the talent automatically offer an additional bottle of wine/water upon completion of the first?

  Yes

  No

  N/A

• Were dishes cleared within 3 minutes of all guests finishing their meals or as required during the meal?

  Yes

  No

  N/A

• Did the talent remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course?

  Yes

  No

  N/A

• Did the talent automatically offer desserts?

  Yes

  No

  N/A

• Was the dessert served within 10 minutes of the order being taken unless the talent informed the guest of an expected delay?

  Yes

  No

  N/A

• Did the talent automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)?

  Yes

  No

  N/A

• Was the coffee/tea served within 5 minutes of order?

  Yes

  No

  N/A

• Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

  Yes

  No

  N/A

• Did the talent automatically offer coffee/tea refills?

  Yes

  No

  N/A

• Did the talent suggest dessert wine and/or post-meal drinks?

  Yes

  No

  N/A

• Did th talent visit the table to ascertain at any point if service was satisfactory?

  Yes

  No

  N/A

• Was the bill clearly itemized and correct and was it promptly presented and collected?

  Yes

  No

  N/A

WINE/BEVERAGE SERVICE:

• Did the talent present the wine to the guest and open the bottle at the table?

  Yes

  No

  N/A

• Did the talent pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly?

  Yes

  No

  N/A

• Was red wine served at room/appropriate temperature and white/rosé wine chilled?

  Yes

  No

  N/A

• Did the talent top up the glass as required?

  Yes

  No

  N/A

• Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was the drink appropriately chilled (if applicable)?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Were the snacks fresh and of good quality and were they topped up as required?

  Yes

  No

  N/A

THE EMPLOYEE - BEHAVIOURAL STANDARDS:

• Were talents well groomed and neatly presented in clean, well fitted uniforms and having W pin?

  Yes

  No

  N/A

• Was the talent’s speech clear, well-paced, and use of English adequate to be fully understood?

  Yes

  No

  N/A

• Did the talent engage in a natural (non-scripted), friendly and interested manner?

  Yes

  No

  N/A

• Did the talent use the guest's name naturally and discreetly without overusing it?

  Yes

  No

  N/A

• Did the talent display a high level of confidence and knowledge when carrying out his/her duties?

  Yes

  No

  N/A

• Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

  Yes

  No

  N/A

• Did an talent personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?

  Yes

  No

  N/A

• Did talents collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

  Yes

  No

  N/A

• Did the talent actively listen and maintain eye contact, giving the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  Yes

  No

  N/A

• Did talent maintain alert postures and respect the guest's presence when interacting with each other?

  Yes

  No

  N/A

• Where applicable, did the talent display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

  Yes

  No

  N/A

• In case of a problem did the Talent “Own It” ? ( 1. Listen actively 2. Empathize 3. Apologize and assume ownership 4. Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere resolution 5. Notify/Thank the guest to confirm their satisfaction)

  Yes

  No

  N/A

• Did the talent offer a sincere farewell at the end of the interaction?

  Yes

  No

  N/A

MENU AND FOOD:

• Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

  Yes

  No

  N/A

• Were alternative menu options (e.g. vegetarian, gluten free, lactose free, etc.) verbally advised or clearly stated on the menu?

  Yes

  No

  N/A

• Was the food presented in an appealing manner and did it directly resemble its description from the menu?

  Yes

  No

  N/A

• Was the food fresh and of good flavor?

  Yes

  No

  N/A

• Was the food cooked as requested and served at the correct temperature?

  Yes

  No

  N/A

• Were portions of acceptable size?

  Yes

  No

  N/A

• Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

  Yes

  No

  N/A

• Were all tables in the restaurant consistently laid up and promptly cleared when guests depart (i.e. within 10 minutes)?

  Yes

  No

  N/A

• Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

  Yes

  No

  N/A

• Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

  Yes

  No

  N/A

• Was the bread fresh and well presented (i.e. no blister packs)?

  Yes

  No

  N/A

WET Deck - Pool

• Are the pool towels easily accessible?

  Yes

  No

  N/A

• Are the WET deck complimentary amenities available? [ Sunglass cleaning services, green apple, flotation devices, toys (balls), suntant lotion ]

  Yes

  No

  N/A

• Are Poolside dining uses non-breakable service/table ware? (High quality acrylic ware or other non-breakable product)<br>

  Yes

  No

  N/A

• Pool Cleanliness - Walls, Fencing, Doors, Ceiling, Windows/Treatments, rugs, carpet, coping, deck, drains, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

  Yes

  No

  N/A

Internal knowledge

• Did the talent know the occupancy of hotel?

  Yes

  No

  N/A

• Did the talent know at least 3 VIP in house?

  Yes

  No

  N/A

• Did the talent know what is Marriot Bonvoy?

  Yes

  No

  N/A

• Did the talent know the OUTLETS TIMETABLE AND INFORMATIONS ?

  Yes

  No

  N/A

• Did the talent know the culture element?

  Yes

  No

  N/A

• Did the talent know where the What’s Up Sheet is located?

  Yes

  No

  N/A