➢ Ensure proper handover of keys to the colleagues or return it back to Security ➢ Chemicals used must be stored properly ➢ Any Lost & Found items should place in the plastic and handover to housekeeping Lost & Found in-charge ➢ If colleagues have some COVID symptoms, must informed immediately to the Manager and seek medical advice
TELEPHONE ETTIQUETTE & RESERVATION
➢ The telephone answered within 3 rings or 10 seconds with an appropriate greeting. e.g., Good (morning or afternoon or evening) Circle Pool Bar, Hari, how may I help you? ➢ Obtain the guest's name and use the caller's name at least once during the conversation. ➢ Obtain the number of people dining, the dining time and the telephone/room number ➢ Repeat and confirm the details ➢ End the call by offering a warm and sincere closing. ➢ Asked the guest if the reservation was for a special occasion and if the caller had any special dietary requirements
LQA standards: Luxury – Light Meals
S/N
Descriptions
1 Was the guest greeted or acknowledged within 1 minute upon entering the restaurant/lounge or within 5 minutes if seated at the beach or poolside lounger? 2 Did the employee present a menu (if applicable) and offer to take the food and beverage order within 5 minutes of seating or within 5 minutes of presenting a menu if seated at the beach/poolside lounger? 3 Did the employee explain any specials of the day where applicable (i.e., soup, fish, etc.), set priced menus and/or any items that were not available? 4 Was the employee able to answer any questions about the menu, its ingredients and allergies, where applicable? 5 Did the employee accommodate any reasonable off menu requests? 6 Did the employee obtain a full and complete order (i.e., cooking instructions, accompaniments, etc.)? 7 Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay? 8 Were drinks served and cleared using a tray? 9 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)? 10 Was the correct order served within 15 minutes of order or 20 minutes if ordered from the beach/poolside lounger, unless the employee informed the agent of an expected delay (i.e., due to longer preparation time)? 11 Was the correct order served to each guest without any prompting required? 12 Were all plated items served with as little disruption to the guest as possible? 13 Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e., decanted from the bottle or miniatures)? 14 Did the waiter offer an additional beverage within 2 minutes of drink being empty or 5 minutes if seated at the beach/poolside lounger? 15 Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal? 16 Did the waiter automatically offer desserts, either verbally or by presenting the menu? 17 Was dessert served within 10 minutes of order being taken or within 15 minutes if seated at the beach/poolside lounger? 18 Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e., cappuccino, espresso etc.) n/a to beach/poolside lounger service?
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