RESTAURANT - BREAKFAST For ADM

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Location
  Address

ARRIVAL / SEATING:

• "Was the guest warmly welcomed and seated at a fully laid table within one minute of arrival at the breakfast venue and if the restaurant was full, was the guest advised how long it would be and was this timeframe adhered to?"

  Yes

  No

  N/A

• Upon arrival, as part of the greeting, was the guest name determined and used right away?

  Yes

  No

  N/A

• If the guest was enjoying breakfast for the first time (first day of stay) or celebrating a special occasion, was this recognized thoughtfully?

  Yes

  No

  N/A

• Was the guest escorted to the fully laid table within 2 minutes of their arrival at the breakfast venue and was table preference acknowledged?

  Yes

  No

  N/A

• If the restaurant was full, was the guest advised how long the waiting time would be and was this timeframe adhered to?

  Yes

  No

  N/A

• If waiting was required, was a comfortable waiting area available?

  Yes

  No

  N/A

• If the guest was kept waiting, did the Ambassador acknowledge this and apologise for the delay?

  Yes

  No

  N/A

• Did Ambassadors offer table preference, seating assistance, remove covers if necessary and present the menu (if applicable)?

  Yes

  No

  N/A

• Did the Ambassador who escorted the guests to the table close the interaction warmly?

  Yes

  No

  N/A

• In the case of a single diner, if available electronic newspaper/reading materials are offered (i.e. pressreader) offered?

  Yes

  No

  N/A

• In the case of a buffet, did the Ambassador offer an orientation to the breakfast procedure on the guest's first visit to the restaurant (i.e. guests should help themselves to the buffet)?

  Yes

  No

  N/A

• Were Ambassadors discreet and unintrusive throughout the experience, while remaining attentive?

  Yes

  No

  N/A

SERVICE:

• Was the table greeted within 1 minute of seating?

  Yes

  No

  N/A

• Was the main guest welcomed by name and were the other guests also welcomed, if more than one diner?

  Yes

  No

  N/A

• Was the guest's coffee/tea preference ascertained (i.e. English breakfast, Americano, etc.), if not known?

  Yes

  No

  N/A

• Was coffee/tea/juice served within 5 minutes of order (8 minutes for freshly blended juices)?

  Yes

  No

  N/A

• Were excellent quality (paper not permitted) coasters used to serve beverages (unless table cloth or placemat in place)?

  Yes

  No

  N/A

• Were all beverages served and cleared using a tray?

  Yes

  No

  N/A

• Was the Ambassador able to answer any questions with regards to the menu and its ingredients, helpfully discussing details of food and beverages using descriptive words?

  Yes

  No

  N/A

• Did the Ambassador obtain the guest's dietary requirements during the initial order taking and personalize recommendations according to this information?

  Yes

  No

  N/A

• Did the Ambassador accommodate any reasonable off menu requests?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• If the guest was choosing between two items, the Ambassador was able to guide the guest accordingly?

  Yes

  No

  N/A

• If the guest asked the Ambassador about his/her favorite items, did the Ambassador demonstrate care?

  Yes

  No

  N/A

• If an item was out of stock, was an appropriate alternative offered?

  Yes

  No

  N/A

• Was the correct and complete breakfast order served within 7 minutes of order for a cold breakfast and 10 minutes of order for a hot breakfast, unless the Ambassador informed the agent of an expected delay (i.e. due to longer preparation times)?

  Yes

  No

  N/A

• Were all plated items served with as little disruption to the guest as possible and with the correct order served to each guest without any prompting required?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• "If dietary restrictions, preferences or allergies are made known and a dish modification is required, did the Ambassador appropriately acknowledge these when serving the meal?"

  Yes

  No

  N/A

• Did the Ambassador ascertain if the guest required any condiments/sauces and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

  Yes

  No

  N/A

• Did Ambassador replace cutlery as required?

  Yes

  No

  N/A

• Were dishes cleared within 5 minutes of all guests finishing their meals or as required during the meal?

  Yes

  No

  N/A

• Were beverage refills or follow-up rounds readily offered within 1 minute of the guest's beverage being fully empty and served within 5 minutes (8 minutes for freshly blended juices)?

  Yes

  No

  N/A

• Did the Ambassador offer a clean cup when a fresh pot of coffee/tea was offered?

  Yes

  No

  N/A

• Did an Ambassador visit the table to ascertain at any point if service was satisfactory?

  Yes

  No

  N/A

• Was the table appropriately maintained during the service?

  Yes

  No

  N/A

• On requesting the bill, did the Ambassador enquire if the guest/s was a U by Emaar member for walk in guests (not in house)?

  Yes

  No

  N/A

• Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request (n/a if included in room rate) in a clean billfold / check presenter (or similar) that was in good condition?

  Yes

  No

  N/A

• Upon leaving the restaurant, did an Ambassador thank/acknowledge the guest and offer a sincere farewell, warm wish and show appreciation?

  Yes

  No

  N/A

• During the service was it not necessary to prompt Ambassadors, as they anticipated all guest requirements and automatically provided or offered them?

  Yes

  No

  N/A

• During the service, were the channels of communication among Ambassadors consistent and complete - one does not have to fully repeat themselves and requests were conveyed to the appropriate members of service/kitchen staff?

  Yes

  No

  N/A

• When appropriate, was it possible to have a complete hot breakfast in 30 minutes?

  Yes

  No

  N/A

• Was the service handled without excessive delays or interruptions?

  Yes

  No

  N/A

BUFFET:

• Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case of outdoor venues)?

  Yes

  No

  N/A

• Did the buffet include a local or seasonal specialty?

  Yes

  No

  N/A

• Was an 'a la minute' option available on the buffet for egg dishes or advertised on the menu?

  Yes

  No

  N/A

• Was the traffic flow convenient?

  Yes

  No

  N/A

• Were the appropriate crockery, service utensils (for self-service) and glassware available?

  Yes

  No

  N/A

• Was the appearance exceptionally hygienic?

  Yes

  No

  N/A

• Were any unidentifiable food or beverage items clearly labeled and did they indicate allergens where required (i.e. dairy, nuts, gluten, etc.), were the labels clean and consistent in appearance?

  Yes

  No

  N/A

• At any point during the meal, were no dishes more than one-quarter empty and no juice pitchers were more than half empty?

  Yes

  No

  N/A

• Was a chef present behind the buffet at all times (where a working station was present)?

  Yes

  No

  N/A

• In the case of hot foods, did the chef present a clean warm plate?

  Yes

  No

  N/A

MENU AND FOOD:

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

  Yes

  No

  N/A

• Were at least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an Ambassador)?

  Yes

  No

  N/A

• Did the menu and/or buffet include at least two health conscious beverages?

  Yes

  No

  N/A

• If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was the food fresh and of good flavor?

  Yes

  No

  N/A

• Was the texture of the food appropriate?

  Yes

  No

  N/A

• Was food cooked as requested and served at the correct temperature? (Hot foods and beverages were hot when served; cold foods and beverages were chilled?)

  Yes

  No

  N/A

• Was food cooked as requested?

  Yes

  No

  N/A

• Was the option of locally sourced/sustainably certified fish stated on the menu or advised by an employee?

  Yes

  No

  N/A

• Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)?

  Yes

  No

  N/A

• Were portions of acceptable/generous size?

  Yes

  No

  N/A

• Were at least two fresh juices available?

  Yes

  No

  N/A

• Were breads/bakery items of excellent quality?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised by the employee?

  Yes

  No

  N/A

TABLE LAYOUT/RESTAURANT:

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

  Yes

  No

  N/A

• 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)?

  Yes

  No

  N/A

• Were the table cloth/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

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was local mineral water or hotel filtered bottled water promoted?

  Yes

  No

  N/A

• If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?

  Yes

  No

  N/A

• Were salt and paper cruets available, and if so were they clean and full?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was there a minimum of three different preserves available on the table or at the buffet (honey is acceptable) and were they served in appropriate containers (i.e. not sachet/blister packs)?

  Yes

  No

  N/A

• If available, electronic newspaper/reading material are offered (i.e. pressreader) offered?

  Yes

  No

  N/A

AMBASSADORS - BEHAVIOURAL STANDARDS:

• Did Ambassadors politely acknowledge the guest when appropriate and reasonably possible?

  Yes

  No

  N/A

• Did Ambassadors readily smile, make eye contact and maintain an engaging expression?

  Yes

  No

  N/A

• Did Ambassadors make eye contact and remain focused on the guest?

  Yes

  No

  N/A

• Did the Ambassador actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  Yes

  No

  N/A

• Were Ambassadors encountered extremely well-groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

  Yes

  No

  N/A

• Was the Ambassador's speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

  Yes

  No

  N/A

• Did the Ambassador avoid slang (including acronyms) and excessive usage of phrase fragments?

  Yes

  No

  N/A

• Was the Ambassador polite and friendly, engaging in a well-paced, natural (non-scripted, jargon/slang/phrase fragment free) and interested manner throughout the interaction?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• "Did the Ambassador display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required?"

  Yes

  No

  N/A

• Was service anticipatory/intuitive with the Ambassador thinking ahead to act on future needs/opportunities of the guest?

  Yes

  No

  N/A

• Did the Ambassador adapt to a changing situation and/or guest’s need?

  Yes

  No

  N/A

• Was the Ambassador able to confidently answer questions about other hotel facilities or immediately find out the information required?

  Yes

  No

  N/A

• Did the Ambassador make every effort to meet guest requests or offer a suitable alternative?

  Yes

  No

  N/A

• Did the Ambassador personalize the interaction in any way and engage the guest as an individual?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did Ambassadors close interactions with polite, appropriate remarks?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

EMOTIONAL ENGAGEMENT

• How would you rate the overall engagement of the staff you encountered

  Select Brand Immersion Special, amazed Highly Impressed, Delighted Happy, Appreciated Satisfied Neutral, Fine, OK Disapppointed Unhappy Frustrated Angry

  • Brand Immersion
  • Special, amazed
  • Highly Impressed, Delighted
  • Happy, Appreciated
  • Satisfied
  • Neutral, Fine, OK
  • Disapppointed
  • Unhappy
  • Frustrated
  • Angry

OVERALL COMMENTS

• how would you describe your overall experience