Hotel restaurant service standards detail

Basic service, cleanliness and condition detail located in the How Hotels Are Evaluated During the BSA
document on
HOTELBRAND SYSTEM.
-
Brand Standard
Audit
Evaluation criteria for the basic service, cleanliness and condition questions are
.located in the How Hotels Are Evaluated During the BSA
Basic service, cleanliness and condition detail located in the How Hotels Are Evaluated During the BSA document on
HOTELBRAND SYSTEM.
Restaurant - Dinner
1 Server - Warm welcome/greeting 16 Restaurant - Operations : Yes No N/A

provided/ Cálida bienvenida/ Dinner Service
saludo fue proporcionado
2 Server - Guest name used during the 4 Restaurant - Operations : Yes No N/A
experience, when known/ Nombre Dinner Service
del huésped fue usado durante la
experiencia
3 Server - Good posture, smile, eye 4 Restaurant - Operations : Yes No N/A

contact, and attentive listening Dinner Service
maintained throughout the
interaction/ Buena postura, sonrisa,
contacto visual y escucha atenta
durante toda la interacción.
4 Server - Well-groomed and professional, 4 Restaurant - Operations : Yes No N/A

wearing a uniform/ Buena presencia y Dinner Service
professional, con uniforme oscuro
5 Server - The associate was able to speak 4 Restaurant - Brand : Branded Yes No N/A
knowledgeably about wines offered in the Dinner Service
outlet/ el mozo o azafata demuestra
conocimiento sobre los vinos que se
ofrecen en el restaurante, mencionando
cepa, bodega, año, país de origen y
maridaje
Server - The associate was able to speak knowledgeably about wines offered in the outlet
Mark N/A if any of the following:
● Area is under complete renovation and not available for guest use
● Restaurant is a licensed concept
● Hotel does not have a restaurant
The associate must minimally demonstrate knowledge about wines offered in the outlet
Mark NO if any of the above criteria is not met

HOTELBRAND SYSTEM.
6 Wine service meets standards/ Se sirve el 4 Restaurant - Brand : Branded Yes No N/A
vino según estándares, haciendo catar, Dinner Service
usando el Lito, mostrando la etiqueta, etc
Wine service meets standards
Mark N/A if you find any of the following:
● Hotel does not have the facility on premises

● Wine not ordered
● Hotel is located in Saudi Arabia or Kuwait
Wine by the glass
● Must be served in the correct glass for the type of wine
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
Order a beverage and mark NO if any of the above criteria are not met
7 Hot tea presentation meets standards/ Tea 2 Restaurant - Operations : Yes No N/A
o Café es servido de acuerdo a estándares Dinner Service
HOTELBRAND SYSTEM.
Hot tea presentation meets standards

● Tea not ordered
Tea:
● If served loose:
o Brewed in a pot
● If served tea bags
o At least 2 tea bags
o Presented on a B&B plate
o Served with a pot of hot water
▪ China pot or insulated pot specifically for tea service
● With a timer to ensure prefect tea (optional in MEA)
● Server must ask if guest prefers honey and lemon or milk (optional AP, EUR, MEA)
Order a beverage and mark NO if any of the above are not followed
8 Server is knowledgeable about menus 4 Restaurant - Operations : Yes No N/A

and uses suggestive selling/ Mozo o Dinner Service
azafata conoce la carta y promueve la
venta sugerente
Server is knowledgeable about menus and uses suggestive selling

Server must:
● Provide recommendations of menu items, if asked

● Be knowledgeable of the beverage list (lunch/dinner)
● Offer dessert (lunch/dinner)
Interact with server and mark NO if any of the above standards are not met
HOTELBRAND SYSTEM.
9 Server - The associate must describe 4 Restaurant - Brand : Branded Yes No N/A
recommended items/ mozo o azafata Dinner Service
describe los platos recomendados
Server - The associate must describe recommended items
The associate must:
● Describe the recommended items
Mark NO if any of the above criteria was not met
10 Order taking meets standard/ Toma el 4 Restaurant - Operations : Yes No N/A

pedido de acuerdo al estandar, damas Dinner Service
primero, repite el pedido al huésped para
garantizar precisión
Order taking meets standard

Server must minimally:
● Take order first from:

o Ladies (US/CAN, CALA, EUR)
● Repeat order back to guest to ensure accuracy
Interact with server and mark NO if any of the above criteria are not met
11 Food and beverage contents and plate 4 Restaurant - Operations : Yes No N/A
presentation meet standard/ La Dinner Service
presentación del plato cumple con el
estándar, se agrega cuchara para
sopas/consomés/gaspachos, se
agrega cubiertos para platos de
pescados/mariscos
HOTELBRAND SYSTEM.
Food and beverage contents and plate presentation meet standard
Food and beverage contents and plate presentation must be:
● Served at appropriate temperature (i.e. Hot Food is Served Hot, Cold Food is Served Cold)
● Served in appropriate glassware and tableware
12 Table setting enlivens the senses/ el 2 Restaurant - Operations : Yes No N/A

montaje de la mesa despierta los sentidos, Dinner Service
copas y cubiertos resplandecientes,
cubertería completa, saleros, etc
HOTELBRAND SYSTEM.
Table setting enlivens the senses

Table must be level and stable
Table setting minimally must:
● Be clean and in good condition

● Flatware - free of tarnish/wear
● Napkins - pressed all-cotton or linen
o It is acceptable for outdoor restaurants to use a different type of napkin
● Salt and pepper shakers are present
o It is acceptable if salt and pepper are served/offered
o It is acceptable to not offer salt and/or pepper if the restaurant concept is a cuisine that does not
utilize salt and pepper (e.g. Japanese, Chinese)
Check decor items, flatware, linens, plates, settings, table and table top items and mark NO if you experience or
observe any of the following:
● Any of the above standards are not met

● Cleanliness issues
● Condition issues
● Gum underneath table
● Table uneven or unstable
REST1065
13 Server - The associate completes guest 2 Restaurant - Brand : Branded Yes No N/A
task with appropriate verbiage, when Dinner Service
applicable/ mozo o azafata sirve los
platos usando lenguaje formal y
apropiado
HOTELBRAND SYSTEM.
Server - The associate completes guest task with appropriate verbiage, when applicable
● No guest task available for completion
The associate must:
● Complete a guest task when possible

● Use the appropriate professional verbiage for the task (e.g. "allow me to dispose of your garbage", "it would
be my pleasure to...", "I would be delighted to")
14 Server - Items handed to the guest were 2 Restaurant - Brand : Branded Yes No N/A
presented by the associate with two Dinner Service
hands, when possible/ los platos servidos
al huésped fueron con 2 manos para evitar
riesgos de caídas, cuando corresponda
Server - Items handed to the guest were presented by the associate with two hands, when possible
● Interaction does not allow associate to use two hands
The associate must hand items to guests using both hands, when possible
15 Server - The associate demonstrated 2 Restaurant - Brand : Branded Yes No N/A

Poise and Grace/ mozo o azafata Dinner Service
demostró aplomo y gracia
Server - The associate demonstrated Poise and Grace
HOTELBRAND SYSTEM.
● Insufficient time during encounter to demonstrate personalization
The associate must minimally maintain throughout interaction:
● Demonstrating personalization through thoughtful questioning, responding to the guest when needed
16 Server owns and resolves guest's 16 Restaurant - Operations : Yes No N/A

requests and opportunities Dinner Service
immediately/ mozo o azafata asume y
resuelve la solicitudes y oportunidades
de mejora inmediatamente
Server owns and resolves guest's requests and opportunities immediately

● No problem or concern was encountered
HOTELBRAND SYSTEM.
Server must:
● Listen actively
● Empathize - Express empathy
● Apologize and assume ownership
● Resolve/Solve the problem and also provide an extra touch that goes beyond mere resolution
● Notify/Thank the guest to confirm their satisfaction
o Record the problem in Mystique (RC, RCDC)
o Record the problem in Starguest (SR, LC, W)
Mark NO if the Server:
● Does not actively listen to you

● Does not express empathy
● Does not offer an apology
● Does not solve the problem within 10 minutes
● Does not provide any special touch beyond mere resolution
● Does not confirm your satisfaction
● Does not record the problem in system
17 Server - The associate made the guest 0 Restaurant - Brand : Branded Yes No N/A
feel at ease and taken care of/ mozo o Dinner Service
azafata hizo que el huésped se sintiera
a gusto y cuidado
Server - The associate made the guest feel at ease and taken care of
The associate must create an emotional connection with the guest, resulting in the guest feeling at ease and taken
care of, examples include:
● Presenting a calm and confident demeanor

● Explaining the follow through of actions to the guest before completing them
● Engaging in natural conversation with the guest around guest interests
● Owning the interaction from start to finish

HOTELBRAND SYSTEM.
18 Server uses appropriate verbiage and 4 Restaurant - Operations : Yes No N/A

shows genuine concern/ mozo o Dinner Service
azafata usa lenguaje formal y
apropiado, y muestra una
preocupación genuina
Server uses appropriate verbiage and shows genuine concern

Server must:
● Use appropriate verbiage with genuine delivery

o In Tune Language of Symphony of Service Program (e.g. “May I…”, “Excuse me/Pardon me”, “Allow
me”, “Right away”, “Absolutely”, “Excellent Choice” “I am happy to…”)
Mark NO if you encounter or observe any of the following:
● Inappropriate verbiage or jargon used
19 Server - Further assistance offered to the 2 Restaurant - Operations : Yes No N/A

guest/ Asistencia adicional fue ofrecida al Dinner Service
huésped
20 Server - Warm and sincere closing 4 Restaurant - Operations : Yes No N/A

offered and appreciation Dinner Service
demonstrated/ Despedida cálida y
sincera es ofrecida, demuestra aprecio
HOTELBRAND SYSTEM.

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Basic service, cleanliness and condition detail located in the How Hotels Are Evaluated During the BSA

1 Server - Warm welcome/greeting 16 Restaurant - Operations : Yes No N/A

3 Server - Good posture, smile, eye 4 Restaurant - Operations : Yes No N/A

4 Server - Well-groomed and professional, 4 Restaurant - Operations : Yes No N/A

Mark N/A if any of the following:

Mark NO if any of the above criteria is not met

Mark N/A if you find any of the following:

● Hotel does not have the facility on premises

Wine by the glass

● Must be served in the correct glass for the type of wine

Wine by the bottle

Hot tea presentation meets standards

Mark N/A if you find any of the following:

● Hotel does not have the facility on premises

8 Server is knowledgeable about menus 4 Restaurant - Operations : Yes No N/A

Mark N/A if you find any of the following:

● Hotel does not have the facility on premises

● Provide recommendations of menu items, if asked

● Offer dessert (lunch/dinner)

Mark N/A if any of the following:

The associate must:

● Describe the recommended items

Mark NO if any of the above criteria was not met

10 Order taking meets standard/ Toma el 4 Restaurant - Operations : Yes No N/A

Mark N/A if you find any of the following:

● Hotel does not have the facility on premises

Server must minimally:

● Take order first from:

Food and beverage contents and plate presentation meet standard

Mark N/A if any of the following:

Food and beverage contents and plate presentation must be:

Mark NO if any of the above criteria is not met

12 Table setting enlivens the senses/ el 2 Restaurant - Operations : Yes No N/A

Table setting enlivens the senses

Mark N/A if you find any of the following:

● Hotel does not have the facility on premises

Table must be level and stable

Table setting minimally must:

● Be clean and in good condition

● Any of the above standards are not met

Mark N/A if any of the following:

The associate must:

● Complete a guest task when possible

Mark NO if any of the above criteria is not met

Mark N/A if any of the following:

Mark NO if any of the above criteria is not met

15 Server - The associate demonstrated 2 Restaurant - Brand : Branded Yes No N/A

Mark N/A if any of the following:

The associate must minimally maintain throughout interaction:

Mark NO if any of the above criteria is not met

16 Server owns and resolves guest's 16 Restaurant - Operations : Yes No N/A

Mark N/A if you find any of the following:

● Hotel does not have the facility on premises

● Restaurant is a licensed concept

Mark NO if the Server:

● Does not actively listen to you

Mark N/A if any of the following:

● Presenting a calm and confident demeanor

Mark NO if any of the above criteria is not met

18 Server uses appropriate verbiage and 4 Restaurant - Operations : Yes No N/A

Mark N/A if you find any of the following:

● Hotel does not have the facility on premises