LQA/Shangri-la Expérience standards : Breakfast, Restaurant & Restaurant-Buffet
S/N
Descriptions
B/F
Lunch or Dinner
Ala Carte
Buffet
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1 Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or count
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2 We will seat guests within one minute of their arrival at a fully laid table
thoughtfully for maximum comfort and privacy and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated.
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3 if the restaurant was full, the guest advised how long it would be and was this timeframe adhered to?
4 If the guest was kept waiting did the employee acknowledge this and apologize for the delay? ☒ 5 Did employees offer seating assistance, remove covers if necessary and present the menu (if applicable)? ☒ 6 In the case of a single diner, was a newspaper/reading material or digital equivalent (i.e. pressreader) offered? ☒ 7 In the case of a buffet, did the employee offer an orientation to the breakfast procedure or on the guest's first visit to the restaurant (i.e. guests should help themselves to the buffet)? ☒ 8 Did the waiter offer coffee/tea and a choice of juice (if juice was served as opposed to being on the buffet) within 1 minute of seating? ☒ 9 Was the guest's coffee/tea preference ascertained (i.e. English breakfast, Americano, etc.), if not known? ☒ 10 Was coffee/tea/juice served within 5 minutes of order (8 minutes for freshly blended juices)? ☒ 11 Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable? ☒
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12 Did the waiter accommodate any reasonable off menu requests?
13 Did the employee obtain a full and complete order (i.e. cooking instructions, toast preference, accompaniments etc.)? ☒ 14 Was the correct and complete breakfast order served within 7 minutes of order for a cold breakfast and 10 minutes of order for a hot breakfast, unless the team member informed the agent of an expected delay (i.e. due to longer preparation times)? ☒
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15 Were all plated items served with as little disruption to the guest as possible? 16 Was the correct order served to each guest without any prompting required?
17 Did the waiter ascertain if the guest required any condiments/sauces and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)? ☒
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Did the employee replace cutlery as required?
19 Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal? ☒ 20 Were coffee/tea/juice refills offered within 2 minutes and served within 5 minutes? ☒
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21 Did the employee offer a clean cup when a fresh pot of coffee/tea was offered?
22 Did an employee visit the table to ascertain at any point if service was satisfactory? ☒ 23 We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy. ☒
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