Farewell
Was the bill clearly itemized and correct and was it pre- sented within 3 minutes of request? Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
21
F&B
Drinks Service
22
F&B
Drinks Service
Clearance
Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?
23
FB
Restaurant
24
F&B
Drinks Service
Were vacated tables promptly cleared?
Emotional Intelligence
Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? Was the employee ’ s speech clear and use of English adequate to be fully understood? Did the employees engage in a well - paced, natural (non - scripted, jargon/slang free), friendly and inter- ested manner? Did the employee use the guest's name naturally and discreetly without overusing it? 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 oth- er the hotel facilities or immediately offer to find out the information required? Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? Did the employee adapt to a changing situation and/ or guest's need'? Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
25
F&B
Drinks Service
F&B Drinks Service
26
F&B Drinks Service
27
F&B Drinks Service
28
F&B Drinks Service
29
F&B Drinks Service
30
F&B Drinks Service
31
F&B Drinks Service
32
Did an employee personalize the interaction in any way and engage the guest as an individual?
F&B Drinks Service
33
Did employees collaborate seamlessly to ensure ser- vice was organized and professional without being intrusive or repetitive? Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? Did employees maintain alert postures and respect the guest's presence when interacting with each other? Where applicable, did the employee display self - control and empathy in challenging interactions and offer a suita- ble alternative/resolution?
F&B Drinks Service
34
F&B Drinks Service
35
36
F&B
Drinks Service
37
F&B
Drinks Service
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