99 Did the waiter present the wine to the guest and open the bottle at the table (n/a for Enomatic wine system by the glass)? ☐ 100 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/a for Enomatic wine system by the glass)? ☐ 101 Was red wine served at room/appropriate temperature and white/rosé wine chilled? ☐
☒
☒
☒
☒
☒
☒
☐
☒ ☒
☒ ☒
102 Did the waiter top up the glass as required?
103 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)? ☐ 104 Did the waiter offer an additional beverage within 2 minutes of drink being empty? ☐ 105 Was the menu/wine list clean, in good repair, grammatically correct and easy to read? ☐ 106 Was there a minimum of one starter and one main course vegan option listed on the menu? ☐ 107 If special dietary requirements were provided at any point during stay, were they automatically acknowledged? ☒
☒ ☒
☒ ☐
☒
☒
☒
☐
☒
☒
☒
108 We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated
109 Whenever a guest has accepted our recommendation, the colleagues giving the recommendation will show sincere interest and return to ask how they enjoyed it ☒
☒
☒
110 Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)? ☐ 111 In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions? ☐
☒
☐
☐
☒
PROBLEM HANDLING & RESOLUTION:
It is important that our colleague is well equipped in terms of knowledge and skills when handling guest complain. Each colleague must understand the Shangri-la approach and implement the guidelines. Our response to each guest complains is very critical and it will determine our skill in terms of customer service.
Made with FlippingBook interactive PDF creator