Restaurant: Excellent Service Standard

General Interactions

• Associate proactively approaches guests whenever possible; guests on queue are

  acknowledged.

• Associate is extremely well-spoken, polite and clear, avoiding slang and phrase-fragments.

• Associate readily smiles and maintains an engaging expression.

• Associate makes eye contact, and keeps focus on the guest.

• Associate exhibits a genuine sense of interest and concern for guest’s satisfaction.

• Associate exhibits the ability to anticipate needs; not always requiring prompting by guest.

• Associate appears to be extremely well-informed about requirements within their department.

• Associate appears to be generally well-informed about entire hotel; or obtains effective and

• prompt assistance.

• Associate uses the guest’s name effectively as a signal of recognition, but discreetly.

• Associate politely closes interactions with final appreciative or anticipatory remarks.

• Associate is attired in professional, clean and well fitted uniforms.

• Associate is extremely well groomed.

• Associate maintains alert posture; no hands in pockets, folded arms; associate avoids

• excessive personal chatting amongst themselves; associate does not smoke, drink or eat in guest view.

• Associate has a discreet demeanor; attentive but not hovering or appearing to rush guests at any time.

• Associate does not decline any request without offering appropriate alternatives.

  
  

Restaurant Service

• Associate (Host/Hostess) greets guest immediately at restaurant entry (within one minute),

  offered a choice of tables and escorted to tables; chair assistance provided.

• Associate (Host) inquiries if the customer is a guest of the hotel and inquiries the guest’s

  name.

• Associate (Host) then discreetly communicates to server the guest’s name.

• Associate (Host) wishes the guest a pleasant dining experience (i.e. “enjoy your meal!)

• Associate (Server) introduces self by name to the guest.

• Ice Water is served automatically and other beverages are offered immediately (within one

  minute) including hot drinks and juices.

• Throughout the meal, all beverages are readily refilled on complimentary basis; never empty

  more than thirty seconds.

• Associate can helpfully discuss details of menu items and beverages, including basic

  ingredients; preparation methods.

• Associate ensures that all glassware is not handled by the rim.

• Associate demonstrates the ability in assisting the guest in making a selection when the guest

  mentions their uncertainty on what items(s) to order.

• After ordering, cold breakfasts are served within seven minutes; hot breakfasts within ten

  minutes; lunch within twelve minutes; and dinner within 15 minutes.

• Associate ensures that menus presented to the guest are in pristine condition, free of stains,

  water marks or “dog-eared”

• Associate ensures that all soiled dishes are removed from the guest conveniently.

• Associate provides an accurate bill to the guest promptly upon request.

• Associate presents guest check in a folder with a pen bearing the hotel or restaurant’s name

  or a plain pen is used.

• Associate thanks the guest for their business and wishes them a friendly farewell using their

  name as a signal of recognition.

• Associate (Host) thanks the guest and wish them a friendly farewell using their name as a

  signal of recognition.

• Associate (Host) invites the guest to return (i.e. “Please come visit us again!”)

  
  

Staff

• All associates exhibit a professional vocabulary

• Guests are graciously escorted to areas when directions are requested

• All associates consistently maintain eye contact with guests

• There is evidence that all associates are empowered by management to resolve guest issues

  immediately

• All associates are appropriately attired; name tags

• All associates are enthusiastic and attentive with guests

• All associates will use the guest’s name as much as possible if known

• “Asking” questions (rather than “Demanding” questions) will be used with guests

• All associates will be knowledgeable of the hotel, its services and amenities – always

  suggesting its own outlets first to our guests.

• Associate demonstrate anticipatory services when interacting with guests