Did the waiter present the wine to the guest and open the bottle at the table (n/for Enomatic wine system by the glass)? Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly (n/for Enomatic wine system by the glass)? Was red wine served at room/appropriate temperature and white/rosé wine chilled?
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Did the waiter top up the glass as required?
Was the beverage poured in front of the guest (i.e., not pre-poured) in the case of canned, bottled, or mixed drinks (not applicable to cocktails)? Did the waiter offer an additional beverage within 2 minutes of drink being empty? Were employees well-groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? Was the employee's speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
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Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
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Did the employee use the guest's name naturally and discreetly without overusing it? Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other hotel facilities or immediately offer to find out the information required? Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
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Did the employee adapt to a changing situation and/or guest's need?
Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
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Did an employee personalize the interaction in any way and engage the guest as an individual? Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
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