The Ritz-Carlton BSA 2018

• Audit Title:

• Conducted on

  Date

• Prepared by

• For full 2018 BSA standards for The Ritz-Carlton properties please click on link
  https://mgscloud.marriott.com/mgs/marrdocs/mgs/common/lodgingoperations/quality/resources/rcbsa.pdf

• Please Select Department being Audited

  Select Guestroom - Reservation Restaurant - Reservation Spa - Reservation Front Entrance Arrival/Valet Arrival Check - In Bell - Arrival Bar/Lounge Restaurant Breakfast Restaurant Dinner Restaurant - Facility In-Room Dining Wake -up Call Housekeeping - Day Service Housekeeping - Turndown Service Rapid Response Lobby Concierge Club Lounge Business Center Transportation Retail Shop Fitness Center Pool Beach Valet Laundry Spa - Arrival Spa - Treatment Spa - Departure Spa - Facility Bell - Departure Check - Out Service General Bedroom and Bathroom Exterior Lobby Elevator Corridors Meeting Public Restroom Food Safety

  • Guestroom - Reservation
  • Restaurant - Reservation
  • Spa - Reservation
  • Front Entrance Arrival/Valet Arrival
  • Check - In
  • Bell - Arrival
  • Bar/Lounge
  • Restaurant Breakfast
  • Restaurant Dinner
  • Restaurant - Facility
  • In-Room Dining
  • Wake -up Call
  • Housekeeping - Day Service
  • Housekeeping - Turndown Service
  • Rapid Response
  • Lobby Concierge
  • Club Lounge
  • Business Center
  • Transportation
  • Retail Shop
  • Fitness Center
  • Pool
  • Beach
  • Valet Laundry
  • Spa - Arrival
  • Spa - Treatment
  • Spa - Departure
  • Spa - Facility
  • Bell - Departure
  • Check - Out
  • Service General
  • Bedroom and Bathroom
  • Exterior
  • Lobby
  • Elevator
  • Corridors
  • Meeting
  • Public Restroom
  • Food Safety

• Enter Reservation Agent name(s)

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Main hotel telephone answering meets standard

  Yes

  No

  N/A

• Reservations Agent greeting meets luxury standards

  Yes

  No

  N/A

• Reservations Agent is knowledgeable about restaurant outlets

  Yes

  No

  N/A

• If caller is placed on hold, total hold time does not exceed 3 minutes

  Yes

  No

  N/A

• Reservations Agent offers to book reservation to luxury standards

  Yes

  No

  N/A

• Reservation Agent assumes the sale

  Yes

  No

  N/A

• Yes

  No

  N/A

• Reservation Agent attempts to up-sell to Club Room or Suite

  Yes

  No

  N/A

• Reservations Agent is knowledgeable about the property

  Yes

  No

  N/A

• Reservation Agent mentions applicable fees

  Yes

  No

  N/A

• Yes

  No

  N/A

• Reservations Agent questions effectively to personalize stay

  Yes

  No

  N/A

• Reservations Agent offers to sign up guest for Rewards program

  Yes

  No

  N/A

• Reservations Agent gathers information to book reservation

  Yes

  No

  N/A

• Reservations Agent confirms reservation

  Yes

  No

  N/A

• Reservations Agent explained booking rules and cancellation policy

  Yes

  No

  N/A

• Telephone – Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Telephone - Further assistance offered to the gues

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - Reservations Agent provides a fond farewell (Three Steps of Service

  Yes

  No

  N/A

• Telephone - Reservations Agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Reservations Agent enhances emotional engagement (positive)

  Yes

  No

  N/A

• Reservations Agent enhances emotional engagement (negative)

  Yes

  No

  N/A

• Pre-arrival email meets standard

  Yes

  No

  N/A

• Follow-up to electronic inquiry is made within 24 hours

  Yes

  No

  N/A

• Enter Restaurant name(s)

• Enter Reservations Agent name(s)

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Reservation Agent follows phone etiquette

  Yes

  No

  N/A

• Reservation Agent asks all required questions to meet standard

  Yes

  No

  N/A

• Reservation Agent confirms information

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - Reservation Agent provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Telephone - Reservation Agent uses appropriate verbiage and shows genuine concern for the guest

  Yes

  No

  N/A

• Reservation Agent enhances emotional engagement (positive)

  Yes

  No

  N/A

• Reservation Agent enhances emotional engagement (positive)

  Yes

  No

  N/A

• Enter Reservation Agent name(s)

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Warm welcome/greeting provided

  Compliant

  Minor

  Major

  N/A

• Telephone - Reservation Agent follows phone etiquette

  Compliant

  Minor

  Major

  N/A

• Telephone - Guest name used during the experience, when known

  Compliant

  Minor

  Major

  N/A

• Reservation Agent is knowledgeable about the services and offered to book reservation

  Compliant

  Minor

  Major

  N/A

• Reservation Agent quotes rates and inclusions

  Compliant

  Minor

  Major

  N/A

• Reservation Agent questions effectively to book reservation

  Compliant

  Minor

  Major

  N/A

• Reservation Agent explains cancellation policy

  Compliant

  Minor

  Major

  N/A

• Confirmation sent to guest

  Yes

  No

  N/A

• Reservation Agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - Reservation Agent provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Reservation Agent enhances emotional engagement (positive) <br><br>Convey a sense of "We've been expecting you" (e.g. Because you used mobile check-in, we have your keys prepared for you; We've been expecting you; Thank you for using mobile check-in , we have your room ready; We have been preparing for you)<br>o It is NOT acceptable to ask the question "Are you checking in?"

  Yes

  No

  N/A

• Reservation Agent enhances emotional engagement (negative)

  Yes

  No

  N/A

• Enter Valet Parking/Door Attendant name(s)

• Valet Parking/Door Attendant was present as required

  Compliant

  Minor

  Major

  N/A

• Warm welcome/greeting provided

  Compliant

  Minor

  Major

  N/A

• Valet Parking/Door Attendant provides a warm welcome (Three Steps of Service)

  Compliant

  Minor

  Major

  N/A

• Guest name used during the experience, when known

  Compliant

  Minor

  Major

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Compliant

  Minor

  Major

  N/A

• Valet Parking/Door Attendant is "On Stage"

  Compliant

  Minor

  Major

  N/A

• Well-groomed and professional, wearing a uniform

  Compliant

  Minor

  Major

  N/A

• Valet Parking/Door Attendant takes pride in and takes care of personal appearance

  Compliant

  Minor

  Major

  N/A

• Valet Parking/Door Attendant assists with arriving guests at curbside

  Compliant

  Minor

  Major

  N/A

• Valet Parking/Door Attendant informs guests of parking options

  Compliant

  Minor

  Major

  N/A

• Valet Parking/Door Attendant assists with luggage

  Compliant

  Minor

  Major

  N/A

• Valet Parking/Door Attendant explains luggage delivery process

  Compliant

  Minor

  Major

  N/A

• Valet Parking/Door Attendant escorts and introduces guest to Front Desk staff

  Yes

  No

  N/A

• Valet Parking/Door Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Valet Parking/Door Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Valet Parking/Door Attendant anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Valet Parking/Door Attendant provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Valet Parking/Door Attendant enhances emotional engagement (positive)

  Yes

  No

  N/A

• Valet Parking/Door Attendant enhances emotional engagement (negative)

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter check-in agent name(s)

• If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Front Desk Agent provides a warm welcome (Three Steps of Service) <br><br>Ask the GM:<br> How many rooms are at the hotel<br>Ask associate to:<br> Log-on to Marriott Global Source<br>o From MGS home page:<br> Click on Operations > Guest and Property Technology<br> Click on Property Internet Strategy<br> Click on GPNS Compliance<br> Click on QA Compliance<br> Click on most recent Property GPNS Internet Tracking (XLS) to open file<br> Enter/Search for MARSHA code<br> If property is listed as “Compliant”, mark YES to this item<br><br>US/CAN hotels, use the following minimum requirements:<br>All hotels >1500 rooms - 600 Mbps 1000-1499 rooms - 450 Mbps 500-999 rooms - 300 Mbps 350-499 rooms - 150 Mbps 150-349 rooms - 100 Mbps 75-149 rooms - 50 Mbps < 75 rooms - 50 Mbps

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Front Desk Agent/Club Concierge is "On Stage"

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Front Desk staff takes pride in and care of personal appearance <br><br>Mark N/A if hotel is a Marriott Conference Center<br>Keys must minimally include:<br> Core hotels<br>o (1) of (6) approved designs<br> Resort hotels<br>o (1) of (10) approved designs<br> Current brand logo<br>Key Packets must minimally include correct design for hotel type (Core or Resort)<br>It is acceptable to use MH Brand approved program (e.g. Mobile request, M Club) artwork for keys and key packets<br>Folio paper must minimally be in brand voice with the current logo

  Yes

  No

  N/A

• Check-in information is correct

  Yes

  No

  N/A

• Registration is paperless (US)

  Yes

  No

  N/A

• Loyalty program is addressed properly

  Yes

  No

  N/A

• Length of Check-in experience meets standard

  Yes

  No

  N/A

• If checking into a Club Level room, instruction is given for Club Level location, key access, F&B presentations and hours of operation

  Yes

  No

  N/A

• Front Desk Agent assigns correct room type <br><br>Disposable food and beverage containers including plates, bowls, mugs, cups, saucers, and serving trays (food service containers including to-go/take-out containers), must not be made of expanded/injected molded foam, also known as polystyrene or Styrofoam<br>It is acceptable if coffee cup lids, forks, knives, or spoons are made of Polystyrene, as there are no viable alternatives available<br>Containers must be one of the following:<br> Reusable<br> Compostable in a commercial composting system<br> Recyclable

  Yes

  No

  N/A

• Room key presentation meets standard

  Yes

  No

  N/A

• Guestroom keys and key packets meet standards

  Yes

  No

  N/A

• Room number provided discreetly, nonverbally

  Yes

  No

  N/A

• Delays in check-in were not excessive

  Yes

  No

  N/A

• Front Desk Agent facilitates luggage assistance and escort to guest room

  Yes

  No

  N/A

• Front Desk Agent owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Front Desk Agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Front Desk Agent does not decline a request without offering alternatives

  Yes

  No

  N/A

• Front Desk Agent anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Front Desk Agent provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Front Desk Agent enhances emotional engagement (positive)

  Yes

  No

  N/A

• Front Desk Agent enhances emotional engagement (negative)

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter Bell staff/escort name(s)

• Bell staff was present as required

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Bell staff provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Bell staff is "On Stage"

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Bell staff takes pride in and care of personal appearance<br>

  Yes

  No

  N/A

• Bell staff provides an orientation of hotel's services and facilities during escort

  Yes

  No

  N/A

• Elevator/rooming etiquette meets standard

  Yes

  No

  N/A

• Luggage is delivered in a timely fashion

  Yes

  No

  N/A

• Bell staff confirms guest's satisfaction and comfort with guestroom

  Yes

  No

  N/A

• Bell staff explains/demonstrates at least 3 features of guestroom

  Yes

  No

  N/A

• Bell staff places guest's luggage properly

  Yes

  No

  N/A

• Bell staff places guest's other belongings properly

  Yes

  No

  N/A

• Bell Staff owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Bell staff uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Bell Staff does not decline a request without offering alternatives

  Yes

  No

  N/A

• Bell staff anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Bell staff provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Bell staff enhances emotional engagement (positive)

  Yes

  No

  N/A

• Bell staff enhances emotional engagement (negative)

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter Lounge name

• Enter Server/bartender name(s)

• Enter receipt number for Lounge/Bar purchase

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Server/Bartender provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Server/Bartender is "On Stage"

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server/Bartender takes pride in and care of personal appearance

  Yes

  No

  N/A

• Lounge provides warm relaxing ambiance

  Yes

  No

  N/A

• Lounge table provides a luxurious ambiance

  Yes

  No

  N/A

• Lounge/Bar menu meet standards<br>Lounge menu must minimally: <br> Be preset on counter/tables or provided by Server  Be clean and in good condition  List a variety of top quality alcoholic beverages, beers and wine o At least 3 red wines, 3 white wines and 1 champagne/sparkling wine are listed (RC) o It is acceptable in Saudi Arabia & Kuwait to not list alcoholic beverages  List non-alcoholic beverages  Include light fare options (SR, LC, W) <br>Mark NO if you experience or observe the following: <br> Beverage menu not preset  Beverage menu not provided  Variety of alcoholic beverages, beers or wines not offered

  Yes

  No

  N/A

• Server/Bartender greeting and order taking meets standards

  Yes

  No

  N/A

• Beverage is delivered in a timely fashion <br>Server/Bartender must deliver beverage within 5 minutes (3 minutes (RC)) from order

  Yes

  No

  N/A

• Beverage is delivered according to standard <br>Server/Bartender must deliver beverage: <br> On a tray if delivered to tables  On a napkin or coaster at bar

  Yes

  No

  N/A

• Savory snacks are presented to guest

  Yes

  No

  N/A

• Server/Bartender confirms satisfaction and offers refill within 1 minute of glass 2/3 empty

  Yes

  No

  N/A

• Lounge/Bar food quality meets standard<br><br> Adequate in portion size  Delivered at the right temperature (cold/hot/warm)  Properly prepared (well-done, salty, etc.) to the guest’s order  Show attention to detail and visual appeal o Beverages are served in glassware that is appropriate to the drink  Cold beverages must: o Have a fresh garnish o Be served with solid ice cubes (RC)

  Yes

  No

  N/A

• Server/Bartender properly presents the check

  Yes

  No

  N/A

• Server/Bartender owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Server/Bartender uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Server/Bartender does not decline a request without offering alternatives

  Yes

  No

  N/A

• Server/Bartender anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Server/Bartender provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Server/Bartender enhances emotional engagement (positive)

  Yes

  No

  N/A

• Server/Bartender enhances emotional engagement (negative)

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Lounge Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Lounge Condition - Floor

  Compliant

  Minor

  Major

  N/A

• Lounge Cleanliness - Walls, Doors, Ceiling, Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Lounge Condition - Walls, Doors, Ceiling, Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Lounge Cleanliness - Furniture, Equipment, Décor Item

  Compliant

  Minor

  Major

  N/A

• Lounge Condition - Furniture, Equipment, Décor Items

  Compliant

  Minor

  Major

  N/A

• Enter Restaurant name

• Enter Host/Hostess name(s)

• Host/Hostess - If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Host/Hostess - Warm welcome/greeting provided

  Yes

  No

  N/A

• Host/Hostess provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Host/Hostess seating procedure meets standard

  Yes

  No

  N/A

• Host/Hostess uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Host/Hostess is "On Stage"

  Yes

  No

  N/A

• Host/Hostess - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Host/Hostess takes pride in and takes care of personal appearance

  Yes

  No

  N/A

• Host/Hostess - Guest name used during the experience, when known

  Yes

  No

  N/A

• Host/Hostess - Further assistance offered to the guest

  Yes

  No

  N/A

• Host/Hostess - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Host/Hostess - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter Server name(s)

• Server provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Server - Guest name used during the experience, when known

  Yes

  No

  N/A

• Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Server is "On Stage"

  Yes

  No

  N/A

• Server - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server takes pride in and care of personal appearance

  Yes

  No

  N/A

• Table setting enlivens the senses

  Yes

  No

  N/A

• Restaurant provides an enjoyable ambiance

  Yes

  No

  N/A

• Restaurant menu meets standards <br><br>Menu must: <br> Be clean and in good condition  Offer at least 2 healthy options  Contain signature food and beverage offerings o Signature item(s) must be identified on the menu (e.g. by formatting, item name) or verbally explained by the server o Daily special(s) are not acceptable for signature item(s)  It is acceptable for buffet restaurants to not have printed menus

  Yes

  No

  N/A

• Age appropriate menu is available for children <br><br>must be available and minimally: <br> Include a minimum of one (1) gluten-free designated on menu  Have a flat price including entree and beverage  Have five (5) healthy options  Not list soda/soft drinks  Be branded as Ritz-Kids using the correct brand voice and menu design o Ritz-Kids branded crayons and cups are presented with the Ritz-Kids menu and activity book once seated (in any restaurant) <br>All children will receive a meal period specific complimentary drop snack within less than 5 minutes of sitting down

  Yes

  No

  N/A

• Server is knowledgeable about menus

  Yes

  No

  N/A

• Order taking meets standard <br><br> Take order first from: o Ladies (US/CAN, CALA, EUR) o Head of table or host of party (AP, MEA)  Repeat order back to guest to ensure accuracy  React graciously and accommodatingly if the guest asks for something off menu or a special preparation

  Yes

  No

  N/A

• Food and beverage service must be provided in a timely fashion

  Yes

  No

  N/A

• Food and beverage must be provided in a timely fashion

  Yes

  No

  N/A

• Cold beverages and juices meet standards

  Yes

  No

  N/A

• Coffee and specialty coffee presentation meets standard

  Yes

  No

  N/A

• Hot tea presentation meets standards

  Yes

  No

  N/A

• Server provides exceptional service

  Yes

  No

  N/A

• Server provides additional luxury service elements

  Yes

  No

  N/A

• Food is designed to be visually appealing

  Yes

  No

  N/A

• Food was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Beverage was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Buffets have adequate food availability and visual appeal

  Yes

  No

  N/A

• Server properly presents the check

  Yes

  No

  N/A

• Server owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Server - Warm welcome/greeting provided

  Yes

  No

  N/A

• Server uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Server does not decline a request without offering alternatives

  Yes

  No

  N/A

• Server anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Server - Further assistance offered to the guest

  Yes

  No

  N/A

• Server - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Server provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Server enhances emotional engagement (positive) <br>

  Yes

  No

  N/A

• Server enhances emotional engagement (negative)

  Yes

  No

  N/A

• Server - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter Restaurant name

• Enter Host/Hostess name(s)

• Host/Hostess - If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Host/Hostess - Warm welcome/greeting provided

  Yes

  No

  N/A

• Host/Hostess provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Host/Hostess is "On Stage"

  Yes

  No

  N/A

• Host/Hostess - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Host/Hostess takes pride in and takes care of personal appearance

  Yes

  No

  N/A

• Host/Hostess confirms reservation

  Yes

  No

  N/A

• Host/Hostess greeting meets standard

  Yes

  No

  N/A

• Host/Hostess seating procedure meets standard

  Yes

  No

  N/A

• Host/Hostess uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Host/Hostess - Guest name used during the experience, when known

  Yes

  No

  N/A

• Host/Hostess - Further assistance offered to the guest

  Yes

  No

  N/A

• Host/Hostess - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Host/Hostess - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter Server name(s)

• Server provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Server - Guest name used during the experience, when known

  Yes

  No

  N/A

• Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Server is "On Stage"

  Yes

  No

  N/A

• Server - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server takes pride in and takes care of personal appearance

  Yes

  No

  N/A

• Restaurant provides an enjoyable ambiance

  Yes

  No

  N/A

• Table setting enlivens the senses

  Yes

  No

  N/A

• Restaurant menu meets standards

  Yes

  No

  N/A

• Server is knowledgeable about menus and uses suggestive selling

  Yes

  No

  N/A

• Order taking meets standard

  Yes

  No

  N/A

• Initial food and beverage offer meets standard

  Yes

  No

  N/A

• Service must be provided in a timely fashion

  Yes

  No

  N/A

• Food and beverage must be provided in a timely fashion

  Yes

  No

  N/A

• Overall meal timing meets standards

  Yes

  No

  N/A

• Cold beverages meet standards

  Yes

  No

  N/A

• Coffee and specialty coffee presentation meets standard

  Yes

  No

  N/A

• Hot tea presentation meets standards

  Yes

  No

  N/A

• Iced tea presentation meets standards

  Yes

  No

  N/A

• Wine service meet standards

  Yes

  No

  N/A

• Server provides exceptional service

  Yes

  No

  N/A

• Server provides additional luxury service elements

  Yes

  No

  N/A

• Server clears courses according to standards

  Yes

  No

  N/A

• Food is designed to be visually appealing

  Yes

  No

  N/A

• Food was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Beverage was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Buffets have adequate food availability and visual appeal

  Yes

  No

  N/A

• Server properly presents the check

  Yes

  No

  N/A

• Management observed interacting with guests during dinner

  Yes

  No

  N/A

• Server owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Server - Warm welcome/greeting provided

  Yes

  No

  N/A

• Server uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Server does not decline a request without offering alternatives

  Yes

  No

  N/A

• Server anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Server - Further assistance offered to the guest

  Yes

  No

  N/A

• Server - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Server provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Server enhances emotional engagement (positive)

  Yes

  No

  N/A

• Server enhances emotional engagement (negative)

  Yes

  No

  N/A

• Server - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Dining Area Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Dining Area Condition - Floor

  Compliant

  Minor

  Major

  N/A

• Dining Area Cleanliness - Walls, Doors, Ceiling, Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Dining Area Condition - Walls, Doors, Ceiling, Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Dining Area Cleanliness - Furniture, Equipment, Décor Items

  Compliant

  Minor

  Major

  N/A

• Dining Area Condition - Furniture, Equipment, Décor Items

  Compliant

  Minor

  Major

  N/A

• Enter Order-taker's name(s

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone – Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• In-Room/Private Dining order properly taken

  Yes

  No

  N/A

• In-Room/Private Dining order taker makes suggestions/upsells additional items

  Yes

  No

  N/A

• In-Room Dining order taker informs guest of gratuity

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter Server name(s)

• In-Room/Private Dining delivered on time

  Yes

  No

  N/A

• Delivery - Room delivery announcement meets standard

  Yes

  No

  N/A

• Delivery - Warm welcome/greeting provided

  Yes

  No

  N/A

• Delivery - Guest name used during the experience, when known

  Yes

  No

  N/A

• Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Server is "On Stage"

  Yes

  No

  N/A

• Delivery - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server takes pride in and care of personal appearance

  Yes

  No

  N/A

• Server follows correct procedures for entering guestroom

  Yes

  No

  N/A

• Server creates dining ambiance

  Yes

  No

  N/A

• In-Room/Private Dining order delivered as ordered and complete

  Yes

  No

  N/A

• Server presents bottled wine before serving

  Yes

  No

  N/A

• In-Room/Private Dining table enlivens the senses

  Yes

  No

  N/A

• Food is designed to be visually appealing

  Yes

  No

  N/A

• Food and beverages were properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Server properly presents the check

  Yes

  No

  N/A

• Tray pick-up procedure explained

  Yes

  No

  N/A

• In-Room Dining tray removal meets standard

  Yes

  No

  N/A

• Server owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Server provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Server uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Server does not decline a request without offering alternatives

  Yes

  No

  N/A

• Server anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Delivery - Further assistance offered to the guest

  Yes

  No

  N/A

• Delivery - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Server provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• The Ritz-Carlton Cake is listed on menu or offered

  Yes

  No

  N/A

• In-Room Dining Children's menu meets standard

  Yes

  No

  N/A

• Server enhances emotional engagement (positive)

  Yes

  No

  N/A

• Server enhances emotional engagement (negative)

  Yes

  No

  N/A

• Delivery - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Enter Operator staff name

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone – Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Hotel Operator confirms all information and meets standard<br><br>Staff confirms request and includes; last name, wake-up time, and room number  Offer 15 minute follow-up call (RC, SR, LC)  Be courteous, helpful and articulate

  Yes

  No

  N/A

• Hotel Operator offers tea/coffee with wake-up call to Club guests

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Hotel Operator delivers wake-up call<br><br>Provide a warm greeting with a smile in their voice  Address you by name  Provide current time  Provide temperature or weather forecast

  Yes

  No

  N/A

• Hotel Operator offers 15 minute follow-up call

  Yes

  No

  N/A

• Housekeeping service is provided on time

  Yes

  No

  N/A

• Guest belongings have been straightened

  Yes

  No

  N/A

• Guest’s linen reuse request is honored

  Yes

  No

  N/A

• Furnishings are straightened

  Yes

  No

  N/A

• Products in the room are replenished and straightened

  Yes

  No

  N/A

• Bedding is properly serviced and is clean and in good condition

  Yes

  No

  N/A

• Carpet/floor is clean

  Yes

  No

  N/A

• Balcony/patio furniture is clean and straightened

  Yes

  No

  N/A

• Odor is neutral

  Yes

  No

  N/A

• Trash cans are emptied

  Yes

  No

  N/A

• Bath amenities/terry replaced/straightened

  Yes

  No

  N/A

• Vanity, sink, mirrors, cabinets and drawers are clean

  Yes

  No

  N/A

• Toilet, tub/shower and shower curtain are clean

  Yes

  No

  N/A

• Bathroom floor is clean

  Yes

  No

  N/A

• Housekeeping carts are well-maintained and tidy when visible to guests

  Yes

  No

  N/A

• Enter Housekeeper name

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Housekeeper provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Housekeeper takes pride in and takes care of personal appearance

  Yes

  No

  N/A

• Enter Turndown Attendant name(s)

• Turndown service is provided on time

  Yes

  No

  N/A

• Bed turndown meets standards

  Yes

  No

  N/A

• Turndown amenities meets standards

  Yes

  No

  N/A

• Turndown amenities meet brand specifications

  Yes

  No

  N/A

• Guestroom is set to an evening ambiance

  Yes

  No

  N/A

• Soft music adds to the ambiance

  Yes

  No

  N/A

• Bottled water and glassware are placed at bedside

  Yes

  No

  N/A

• Guestroom living area receives second service

  Yes

  No

  N/A

• Guest belongings have been straightened

  Yes

  No

  N/A

• Bathroom products are refreshed

  Yes

  No

  N/A

• Bathroom receives second cleaning

  Yes

  No

  N/A

• Enter Operator's name(s)

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone – Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Operator reacts as appropriate and sets expectation for resolution

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

Section 2

• Enter Person name(s) who responded to request

• Enter Department name of person who responded to request, if provided

• Rapid Response meets standard

  Yes

  No

  N/A

• Timely response and service provided

  Yes

  No

  N/A

• Delivery - Room delivery announcement meets standard

  Yes

  No

  N/A

• Delivery - Warm welcome/greeting provided

  Yes

  No

  N/A

• Employee provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Delivery - Guest name used during the experience, when known

  Yes

  No

  N/A

• Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Employee is "On Stage"

  Yes

  No

  N/A

• Delivery - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Employee takes pride in and takes care of personal appearance

  Yes

  No

  N/A

• Guest's requests and opportunities are owned and resolved immediately

  Yes

  No

  N/A

• Appropriate verbiage used and genuine concern shown

  Yes

  No

  N/A

• Request is not declined without offering alternatives

  Yes

  No

  N/A

• Employee anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Delivery - Further assistance offered to the guest

  Yes

  No

  N/A

• Delivery - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Employee provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Delivery - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A