WROME- Server Lunch/Dinner

Server must approach table within 1 minute after being seated

Server - Warm welcome/greeting provided - Service Points Value 16

Initial water service meets standard - Service Points Value 4

Server offers beverages and suggestively upsells beverage brand - Service Points Value 4

Server is knowledgeable and provides recommendations about food and beverage menu

React graciously and accommodatingly if the guest asks for something off menu - never say NO and offers alternatives

Provide explanation of preparation

Order taking meets standards - (ask for specific preparation depending on plates, for example meat cooking on steaks and allergies. Repeat order to confirm with the guest) - Service Value Points 4

Wine service meets standards (Wine by the glass: Must be served in the correct glass for the type of wine. <br>Wine by the bottle: Server demonstrates label and pouring at the table with the label facing the guest. A taste is offered prior to a complete pour. Service Points Value 4

Repeat back beverage type when offering to refresh beverage (e.g., "Would you like another triple non-fat cappuccino?", "Certainly, I would be happy to bring you another glass of fresh squeezed orange juice")

Food and drinks arrive in a timely manner and do not overlap

Food and drinks are delivered to the correct person without asking

Courses simultaneously brought to table for all guests

All food was visually appealing and met guest expectations with regard to taste

Food not served over guest's shoulder but from the side

Courses were not cleared before finished or without asking if finished

Server asks if food is satisfactory at every course and takes corrective action if needed

Server replaces cutlery after every course as needed

Host/Hostess - Warm and sincere closing offered, and appreciation demonstrated - Service Point Values 4

Offer dessert

Suggest coffee/espresso/other appropriate after dinner beverage based on the situation

Coffee and specialty coffee presentation meets standard, Server must ask for guest's preference of accompaniments (i.e. sugar, milk, <br>cream) prior to delivery

Hot tea presentation : At least (1) tea bag, Served with a pot of hot water

The level of interest in service remains constant and positive throughout the meal

Check Presented inside presenter/folder with a W branded pen, accurate and complete

Server gave a warm and sincere closing and appreciation was demonstrated

Server called the guest by his/her name at least twice

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

Emotional Rating - The server was positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited, Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Server exemplified “Ace the Basics” - This includes being: • Thoughtful • Intuitive • Demonstrate anticipatory service • Offering reading material to a single diner • Offering a blanket in outdoor seating.

Server must “Remix Luxury” - This means delivering personalized service during the interaction and using something the Talent learned about the guest - Service Point Values 4

Server provides a professional persona - Service Point Values 4 <br>• Only engage in work-related conversation with other associates <br>• Offer an escort as well as directions if a location that the guest asked about is not in visible <br>