24 If the guest has a breakfast-inclusive package, we will not present a check or require a signature from them. ☒ 25 When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level. ☒ 26 Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request (n/a if included in room rate)? ☐ 27 Our manager will visit each guest’s table to enquire if anything further could be done to enhance their experience. ☒
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28 During peak breakfast hours, a member of the Management will be present, mingling with guests.
29 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? ☒ 30 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? ☒ 31 Was the employee's speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? ☒ 32 Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service. ☒ 33 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? ☒ 34 Did the employee use the guest's name naturally and discreetly without overusing it? ☒ 35 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? ☒ 36 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? ☒
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37 Did the employee adapt to a changing situation and/or guest's need?
38 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? ☒ 39 Did an employee personalize the interaction in any way and engage the guest as an individual? ☒ 40 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? ☒ 41 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? ☒ 42 We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal. ☒ 43 Did employees maintain alert postures and respect the guest's presence when interacting with each other? ☒ 44 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? ☒ 45 Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case of outdoor venues)? ☒
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46
Did the buffet include a local or seasonal specialty?
47 In resorts or when many children will be present, our buffets will feature some selections especially for children, at lower height, with a colorful and entertaining presentation. ☒
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