Shangri-La Hotel, Toronto - Forbes Travel Guide Rating Evaluation - 2025 Rating Year Report Text: Missed Standards In Room Dining
Service Facility
77.14% (27/35) 100.00% (4/4)
Overall
79.49% (31/39)
SECTION
TAG
CLASSIFICATION
MISSED STANDARD
EVALUATOR OBSERVATIONS
Disruptive noises could be heard during the call. For example, the guest noted piano mu- sic and the sounds of a crowd in the back- ground. While other staff members were polite and maintained a gracious tone and appropriate pace during interactions, Raju spoke quickly and was difficult to understand. Though Arseline appropriately personalized the interactions, Raju overused the guest's name incorporating it into most of his sen- tences during the delivery and clean-up of the order.
Guest Comfort & Convenience
Telephone conversation is calm and clear
In Room Dining
Service
Staff is polite and maintains a gracious tone and appro- priate pace throughout the interaction Staff consistently and re- spectfully personalizes inter- actions, addressing the guest in accordance with their preference, if known
Courtesy & Man- ners
In Room Dining
Service
Graciousness, Thoughtfulness & Sense of Personal- ized Service
In Room Dining
Service
Menu includes at least two high quality health-con- scious beverages
Though smoothies were available on the breakfast menu, beverages were not listed for all-day dining.
In Room Dining
Service Wellness
Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged
While Raju set the table, the setup was too far from the edge of the table, especially the sil- verware. Additionally, a ramekin was placed closer to the seat than the silverware. While other dishes were carefully plated, the crocks used for the sides on the steak frites dish notably overshadowed the main component and made the whole plate look crowded.
Guest Comfort & Convenience
In Room Dining
Service
Food & Beverage Quality
Food presentation is precise and carefully plated
In Room Dining
Service
Hot foods and beverages are hot when served; frozen items are firm at the time of consumption
Food & Beverage Quality
While other items were served at the correct temperatures, the French fries were cold.
In Room Dining
Service
Though Raju removed the soiled dishes and the in-room dining cart and placed the chair back at the guest, he did not close the sheer curtain he opened when set up the meal.
When collecting the dishes, staff returns the room to its original appearance
Guest Comfort & Convenience
In Room Dining
Service
1
Shangri-La Hotel, Toronto - Forbes Travel Guide Rating Evaluation - 2025 Rating Year
This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED
Page 1Made with FlippingBook - Online magazine maker