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Date of arrival Date of departure ⠠

Registration form

Surname of registration 堠

Name Citizenship

Date of birth of passport

of vise

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Duration and purpose of stay

Signature ϳ

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7. / Services

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RESERVATIONS

 

STANDARDS SWITCHBOARD:

²:

1

Answer the telephone within 3 rings or 10 seconds.

³ 3 10 .

2

The employee answer the phone with the appropriate greeting (good morning/afternoon) and identify the hotel.

- - ( / ) .

3

If caller is put on hold it should not exceed 30 seconds.

, 30 .

4

Employee put caller through to the appropriate department.

璺 , - .

5

If no answer employee comes back to guest after no more than

6 rings.

, 6 .

6

The employee must have a good working knowledge of the English language.

.

7

The background is free of any noise or any disturbances.

ࠠ 𳿠 󻠠 .

8

The employee speaks in a clear and pleasant manner.

- .

9

The employee gives a verbal ac- knowledgement before transfer- ring the caller.

볺.

 

STANDARDS-TAKING A RESERVATION:

IJ :

1

Answer the telephone within 3 rings or 10 seconds.

³ 3 10 .

.

 

 

STANDARDS-TAKING A RESERVATION:

IJ :

2

The employee answers the phone with the appropriate greeting (good morning/afternoon) and identifies the department.

- - ( / ) .

3

If caller is put on hold it should not exceed 30 seconds.

, 30 .

4

The background is free of any noise or disturbances.

ࠠ 𳿠 󻠠 .

5

Employee confirms date in and date out.

- .

6

Employee offesr information on full range of room types within the category requested.

- - .

7

Employee describes the difference between room types (i.e. location, size, in room facilities).

(, , ).

8

Employee offers information on full range of applicable rates.

- - .

9

Employee immediately checks avai- lability.

- .

10

If dates unavailable,employee of- fers alternative dates.

, - .

11

Employee obtains guests name.

.

12

Employee confirms the spelling of guests name (if necessary).

, .

13

Employee obtains guests address.

.

14

Employee obtains guests tele- phone number.

.

15

Employee obtains guests fax number or e-mail address.

.

.

 

 

STANDARDS-TAKING A RESERVATION:

IJ :

16

Employee ascertains if it is a pri- vate or company booking (city ho- tels only).

- , .

17

Employee clearly states room rate and what it includs (i.e. tax, ser- vice, meals etc).

- () (- , , - .).

18

Employee clarifies guests smok- ing preference for hotels in excess of 100 rooms and in the case of a non smoking hotel should be made clear during the reservation enquiry.

- 100 - , - - .

19

Employee ascertains expected time of arrival.

.

20

Employee explains check in times.

.

21

Employee ascertains if the guest requires any transport arrange- ments.

- 볺 .

22

Employee repeats and confirms all details of the reservation during or at the end of the call.

, .

23

Employee offers reservation num- ber or booking reference/name.

- , .

24

Employee thanks the guest.

.

 

EMPLOYEE:

ֲ:

25

The employees speech is clear and audible.

.

26

The employee must have a good working knowledge of the English language.

- .

.

 

 

EMPLOYEE:

ֲ:

27

The employee is polite, organized and helpful whilst ascertaining informa- tion with regards to the reservation.

, - , .

28

Employee ascertains guests name and use it at least once during the conversation.

볺 .

29

Employee offers his/her name for any future assistance may require at the end of the call.

- .

 

ACCOUNTING:

˲:

30

Employee requests advance de- posit/guarantee in order to secure the booking.

/ .

31

If credit card offered as deposit, employee wuold repeat back num- ber.

볺 , .

32

Employee explains cancellation policy.

- .

 

PRODUCT CONFIRMATION:

ϲ:

33

Employee automatically offers to send a confirmation.

- .

34

Confirmation is received within

24 hours.

ϳ - 24 .

35

All details are typed on company letterhead.

- .

36

All information containes on con- firmation is correct.

,  - .

37

Confirmation promotes in house food and beverage facilities.

ϳ - .

38

Confirmation explains cancella- tion charges.

ϳ .

.

 

 

CHECK IN STANDARDS:

:

1

Guest must be acknowledged within 30 seconds of arrival.

볺 30 . .

2

Complete check in takes no more than 5 minutes.

堠 ຠ 5 .

3

Guest mustbe greeted in a warm and friendly manner.

볺 - .

4

Employee offers assistance to guest.

볺 - .

5

Employee ascertains guests name and use it at least once during the conversation.

ꠠ 󺠠 .

6

Registration card is prepared in advance for guest, with all infor- mation given at the time of reser- vation (i.e. address).

- , - .

7

All information is correct on guests registration card.

- .

8

To confirme the departure date.

.

9

Guest is presented with standard hotel pen to fill out any outstan- ding details on registration card.

볺 .

10

Guest is automatically offered a smoking or non smoking room (if applicable and not ascertained during the reservation).

볺 ( - , ).

11

Employee offer sthe guest an in- ternational/national newspaper (faxed variety acceptable) for the following morning.

볺 - / (- ) - .

12

Employee offers or confirm din- ner reservation

- .

13

Employee arranges porterage as- sistance.

- .

.

 

 

CHECK IN STANDARDS:

:

14

Employee arranges for the guest to be escorted to the room (see roo- ming).

볺 ( - ).

15

Employee wish guest a pleasant stay.

- .

16

If room is not ready on arrival, guest is shown to lounge area and offered a complimentary beverage.

- , .

17

While waiting for the room, the guest is regularly updated on the situation.

.

 

THE EMPLOYEE:

ֲ:

18

The employee is dressed in a clean, pressed and complete uniform.

, , .

19

All employees wear name badges

(i.e. if applicable).

񳠠 蠠 ( ).

20

The employee must be well groomed.

- .

21

The employee maintains eye con- tact with the guest.

- .

22

The employee smiles and exhibits a friendly manner.

- .

23

The employee must have a good working knowledge of the English language.

- .

24

Employee must respect guests presence when interacting with other colleagues.

.

 

PRODUCT- RECEPTION DESK:

ֲ:

25

The reception desk must be clean, tidy and well maintained.

, .

26

Area behind the reception desk must be free of clutter.

.

.

 

RECEPTION

ֲ

 

STANDARDS CHECK OUT:

:

1

Guest must be acknowledged within

30 seconds of approaching desk.

30 . .

2

Complete check out takes no longer than 5 minutes.

ຠ 5 .

3

Guest is greeted in a warm and friendly manner.

- .

4

Employee ascertains guests name and use it at least once during the conversation.

ꠠ .

5

Employee verifies guests room number/name.

- / .

6

Employee verifies any last minute charges and post accordingly (i.e. mini bar, breakfast).

- - - (- , ).

7

Employee prints folio and presents to guest for verification.

.

8

Employee must complete transac- tion in a quick and efficient manner.

- .

9

The employee offesrs to staple the credit card slip to the bill.

.

10

Folio presents to guest neatly in a bill fold/envelope.

/ .

11

Employee offers assistance with luggage.

.

12

Employee asks at any point if guest have enjoyed their stay.

- .

13

The employee offers an invitation to return.

- .

14

Employee thanks the guest.

.

.

 

 

ACCOUNTING:

˲:

15

Bill is clearly itemized.

.

16

Folio is accurate and complete.

.

17

Employee clarifies the method of payment.

.

18

If guest is settling by credit card employee offere standard hotel pen.

, - - .

 

THE EMPLOYEE:

ֲ:

19

The employee is dressed in a clean, pressed and complete uniform.

, , .

20

All employees wear name badges

(if applicable).

񳠠 蠠 ( ).

21

The employee must be well groo- med.

- .

22

The employee maintains eye con- tact with the guest.

- .

23

The employee smiles and exhibits a friendly manner.

- .

24

The employee must have a good working knowledge of the English language.

- .

25

Employee respects guests pres- ence when interacting with other colleagues.

ϳ 䳿 - - .

 

PRODUCT- RECEPTION DESK:

ֲ:

26

The reception desk is clean, tidy and well maintained.

, .

27

Area behind the reception desk must be free of clutter.

.

.

 

ROOMING THE GUEST

 

STANDARDS ROOMING THE GUEST:

:

1

Employee escorts the guest to his/her room.

ꠠ 󺠠 .

2

The employee engages in polite unobtrusive conversation on the way to the room.

, .

3

The employee points out food and beverage facilities explaining op- erational hours.

, - .

4

Once at the room the employee of- fers the option of a room orienta- tion.

ꠠ 󺠠 - .

5

The employee points out heat- ing/air-conditioning controls.

ꠠ 󺠠 .

6

Employee points out how to oper- ate the telephone.

- .

7

Employee points out modem/ISDN lines (if applicable) or explains broadband/wireless facilities that are available.

- .

8

Employee points out location of in room bar (if not in a prominent position).

( - ).

9

Employee poinst out valet/laundry services.

.

10

Employee points out any master switches for lighting (if applicable).

- .

11

Did employee point out location of hair dryer (if necessary)?

( - ).

12

Employee poinst out direc- tory/room service menu.

/- .

.

 

 

STANDARDS ROOMING THE GUEST:

:

13

Employee points out health spa/fit- ness facilities (if applicable).

ꠠ 󺠠

/ -.

14

Employee points out in room safe.

.

15

Employee offer ice service (ice bucket must present in the room).

- ( - ).

16

Employee offers any additional assistance.

- .

DOORMAN/PORTER

 

STANDARDS ON ARRIVAL:

ϲ :

1

Doorman/porter must be present on arrival.

/ .

2

Employee offers assistance open- ing car doors on arrival.

, .

3

Employee greets the guest in a po- lite and friendly manner.

.

4

Employee offers assistance with luggage.

ꠠ 󺠠 .

5

Employee opens hotel entrance door for guest (unless revolving or automatic door).

( - ).

6

The employee ascertains the guests name and introduce them to recep- tion.

 .

7

The entrance to the hotel must be clean and free of any debris.

- , .

 

STANDARDS PORTERAGE:

:

8

The porter arrives at the guests room within 10 minutes of check in.

- 10 . - .

.

 

 

STANDARDS PORTERAGE:

:

9

The employee must lightly knock on the door.

- .

10

The employee greets the guest in a polite and friendly manner.

- .

11

The employee use the guests name at least once during the in- teraction.

.

12

The employee places the luggage on the luggage rack/bench.

- / .

13

Employee offers to hang the suit carrier/coat.

- , .

 

THE EMPLOYEE:

ֲ:

14

Employees appears organized and work as a team.

- .

15

The employee is dressed in a clean, pressed and complete uniform.

, , .

16

Employees shoes are of a corpo- rate standard.

- .

17

All employees wear name badges

(if applicable).

񳠠 蠠 ( ).

18

The employee must be well groomed.

.

19

The employee must maintain eye contact with the guest.

.

20

The employee smiles and exhibis a friendly manner.

- .

21

The employee has a good working knowledge of the English language.

- .

22

Employee must respect guests presence when interacting with other colleagues.

ϳ 䳿 - - .

23

Employee must be attentive to the guests needs at all times.

볺.

.

 

 

STANDARDS DEPARTURE :

²:

1

Answer the telephone within 3 rings or 10 seconds.

³ 3 10 .

2

The employee answer the phone with the appropriate greeting (good morning/afternoon) and identify the department.

- - ( / ) .

3

Employee confirms number of luggage pieces.

.

4

Did employee ascertain guests name and use it at least once dur- ing the conversation?

- .

5

Employee thanks the guest.

.

6

If there is a delay in luggage col- lection guest sould be informed of the delay and new collection time.

, , - .

 

STANDARDS COLLECTION :

:

7

Luggage collects from room within

10 minutes of telephone request.

- 10 . - .

8

The employee must knock lightly on the door.

- .

9

The employee greets the guest in a polite and friendly manner.

- .

10

The employee use the guests name at least once during the interaction.

.

11

The employee enquires if the guest requires any transport.

, .

12

Employee thanks the guest.

.

 

TRANSPORT:

:

13

Employee automatically offers as- sistance in obtaining transport at the point of departure.

.

.

 

 

TRANSPORT:

:

14

The employee packs the guests luggage into the transport and con- firms the number of luggage pieces at the point of departure.

- - .

15

The employee offers car door as- sistance.

.

16

Employee must thank the guest and wish them a pleasant journey.

ꠠ .

 

THE EMPLOYEE:

ֲ:

17

Employees appear organized and work as a team.

- .

18

The employee must be dressed in a clean, pressed and complete uni- form.

- , , - .

19

Employees shoes are of a corpo- rate standard.

- .

20

All employees wear name badges

(if applicable).

񳠠 蠠 ( ).

21

The employee smiles and exhibits a friendly manner.

- .

22

The employee must have a good working knowledge of the English language.

- .

23

Employee respects guests pres- ence when interacting with other colleagues.

ϳ 䳿 - .

24

Employee must be attentive to the guests needs at all times.

.

GUEST SERVICES

 

STANDARDS GUEST SERVICES

1

Answer the telephone must be within 3 rings or 10 seconds.

³ 3 10 .

.

 

 

STANDARDS GUEST SERVICES

2

The employee answer the phone with the appropriate greeting (good morning/afternoon) and identify the department.

- - ( / ) .

3

Employee ascertains guests name and use throughout conversations (if known).

- ( ).

4

Guest does not left holding for more than 30 seconds on the telephone.

ຠ 30 .

5

Before guest approached desk em- ployee should acknowledge guest within 30 seconds.

30 . .

6

Employee greets guest in a warm and friendly manner.

- .

7

Employee must have immediate access to taxi service/car hire.

/ - .

8

Employee must be able to offer a restaurant recommendation.

- .

9

Employee actively promotes hotel restaurant facilities.

- .

10

The employee automatically offers to make any restaurant reserva- tions on the guests behalf.

- - .

11

The employee must be knowl- edgeable regarding nearby places of interest (i.e. theatre, tourist sights, sporting activities).

- ( , , ᒺ ).

12

Employee has to be able to assist with onward travel arrangements (i.e. flights, taxi, boat).

- - (, , ).

13

Concierge desk has an up to date supply of brochures.

.

.

 

 

STANDARDS GUEST SERVICES

14

The employee offers accurate di- rections with a complimentary map of surrounding area.

- .

15

All messages/faxes/requested items delivers within 15 minutes.

, , 15 .

16

All written information is clear, legible and presented on hotel paper.

, - .

17

Employee makes every effort to assist the guests requirements.

, - 볺.

18

All requests have to be met.

- .

19

The employee refrains from refer- ring the guest to any other depart- ment.

- - .

20

Employee maintains a neat and or- ganized working area at all times.

- .

 

THE EMPLOYEE:

ֲ:

21

The employee must be dressed in a clean, pressed and complete uni- form.

- , , - .

22

Employees shoes are of a corpo- rate standard.

- .

23

All employees wear name badges

(if applicable).

񳠠 蠠 ( ).

24

The employee must be well groomed.

.

25

The employee maintains eye con- tact with the guest.

- .

26

The employee smiles and exhibits a friendly manner.

- .

.

 

 

THE EMPLOYEE:

ֲ:

27

The employee must have a good working knowledge of the English language.

- .

28

Employee must respect guests presence when interacting with other colleagues.

ϳ 䳿 - - .

 

SWITCHBOARD

Ͳ

 

 

STANDARDS -WAKE UP CALLS:

² ²:

1

The telephone must be answered within 3 rings or 10 seconds.

³ 3 10 .

2

The employee answers the phone with the appropriate greeting (good evening) and identify the department.

- - ( / ) .

3

Employee use the guests name at least once during the conversation.

.

4

Employee repeats back details (room/time) to ensure correct un- derstanding.

(- /), - .

5

The caller wish the guest a good night.

.

6

The employees speech must be clear and audible.

ࠠ ࠠ ࠠ .

7

The employee must have a good working knowledge of the English language.

- .

8

The employee is polite, cordial and helpful whilst ascertaining in- formation with regards to the wake up call.

ϳ - , , .

.

 

 

STANDARDS RECEIVING THE WAKE UP CALL:

²:

9

The wake up call must be perso- nalised (i.e. not recorded).

.

10

Wake up call receives within 5 mi- nutes of requested time.

- 5 . .

11

When receiving wake up call em- ployee use appropriate greeting.

ϳ - - .

12

When receiving wake up call em- ployee use guests name.

ϳ - .

13

When receiving wake up call em- ployee announces time of day.

ϳ - .

BREAKFAST

Ͳ

 

STANDARDS ARRIVAL/SEATING:

 

:

1

The guest must be greeted or ac- knowledged within 15 seconds upon entering the restaurant.

- 15 . .

2

The guest must be greeted in a fri- endly and pleasant manner.

- .

3

The host ascertains guests name and use it during interactions.

.

4

Host asks guest to follow him/her to the table.

- .

5

The host seats the guest within one minute of their arrival.

.

6

The host seats the guest at a fully laid table.

- .

7

Host offers chair assistance.

- .

.

 

 

STANDARDS ARRIVAL/SEATING:

 

:

8

The host removes or add covers if necessary.

ຠ .

9

The host presents the menu.

.

10

Host offers orientation to breakfast procedure (i.e. if the guest should help themselves to the buffet).

- (, ).

 

 

STANDARDS SERVICE:

:

11

The waiter must offer coffee or tea within three minutes of seating.

3 . - .

12

The waiter offers fruit juices within three minutes of seating.

3 . .

13

Coffee/tea/juice servs within three minutes of order.

//

3 . .

14

The waiter brings basket of pas- tries and leavs on the table (if in- cluded in the breakfast order).

( ).

15

When taking the order the waiter exhibits a good working know- ledge of the menu and its ingredi- ents.

ϳ - .

16

The waiter takes orders with ladies first.

- .

17

The waiter maintains eye contact with the guest ordering.

- .

18

The waiter must accommodate any reasonable off menu requests.

- - .

19

The waiter obtains full and com- plete orders (i.e. accompaniments with cooked breakfast).

- (, - ).

.

 

 

 

STANDARDS SERVICE:

:

20

The waiter would ascertain guests toast preference, if toast requested.

, .

21

The waiter servs the breakfast or- der within 10 minutes of order.

ຠ ꠠ - 10 . .

22

The waiter should advise guest if the plate is hot.

, .

23

The plate crest must be positioned in either the six oclock or twelve position accordingly.

() - 6 12 - .

24

The order must be correct and complete.

.

25

The waiter ascertains if the guest requires any condiments (i.e. brown sauce, ketchup, ground pepper etc.).

(, , - ).

26

Condiments are served in appro- priate containers (i.e. decanted from the bottle or miniatures, but not bottled).

- 䳠 ( , ).

27

Employee replaces cutlery as re- quired.

- .

28

Dishes must be cleared within 3 mi- nutes of all guests finishing their meals.

ϳ 糠 3 .

29

Coffee/tea must be replenished as required.

/ , - .

30

Employee offers a clean cup with second coffee refill.

.

31

An employee must visits the table to ascertain at any point if service is satisfactory.

, .

.

 

 

 

STANDARDS SERVICE:

:

32

Waiter must clear ashtrays every time a guest extinguishe a ciga- rette.

- , .

33

Upon leaving the restaurant waiter must thank/acknowledge the guest.

, - .

 

ACCOUNTING BILL PRESENTATION:

˲ :

34

Waiter must prowide the bill within three minutes of request.

- 3 . .

35

Employee presents the bill in a clean bill fold with hotel pen.

ຠ - .

36

The bill must be clearly itemized and correct.

- .

37

The waiter collects payment promptly.

.

38

The waiter returns correct change.

ຠ - .

39

If cash payment, waiter offers re- ceipt automatically (i.e. bill dis- plays settlement by cash).

, ( ).

40

If credit card payment employee verifys signature.

- , .

 

THE EMPLOYEE:

ֲ:

41

Employees must appear organized and work as a team.

- .

42

The employee must be dressed in a clean, pressed and complete uni- form.

- , - .

.

 

 

THE EMPLOYEE:

ֲ:

43

Employees shoes must be of a corporate standard.

.

44

All employees wear name badges

(i.e. if applicable).

񳠠 蠠 ( ).

45

The employee must be well groomed.

- .

46

The employee must maintain eye contact with the guest.

.

47

The employee must smile and ex- hibit a friendly manner.

ꠠ .

48

Employee must have a good work- ing knowledge of the English lan- guage.

- .

49

Employee respects guests pres- ence when interacting with other colleagues.

ϳ , - - .

50

Employee is attentive to the guests needs at all times.

.

 

PRODUCT BUFFET (IF APPLICABLE):

Ҡ Ҳ ( ղ):

51

The buffet must be attractive in presentation.

- .

52

Buffet must be clean and free of any debris (i.e. behind and on top).

- ( ).

53

Any unidentifiable food or bever- age items must be clearly labelled.

- - , .

54

Labels must be clean and uniform in appearance.

ԳⳠ 蠠 .

55

All dishes must be replenished as required.

- .

.

 

 

PRODUCT BUFFET (IF APPLICABLE):

Ҡ Ҳ ( ղ):

56

The appropriate crockery must be available.

³ .

57

In the case of a hot buffet, warmed plates must be available.

, - .

58

Serviettes must be provided for the warm plates.

.

59

The appropriate service utensils must be clean and available.

.

60

Cook should be present behind the buffet at all times.

.

61

The cook has to be well informed of buffet items.

.

62

In the case of hot foods the cook must present a clean warm plate with a serviette to the guest.

, - , .

63

Cook must inform guest if plate was hot.

, - .

64

The cook must be neatly presented in a clean and complete uniform.

.

 

PRODUCT MENU AND FOOD:

Ҡ ޠ :

65

The menu must be clean and in good repair.

- .

66

The food must be presented in an appealing manner.

- () .

67

There must be a good selection of breakfast items available (i.e. fresh fruits, cereals, pastries, cold meats, egg dishes, etc.).

( , , , .).

68

The food must directly resemble its description from the restaurant menu.

- - .

.

 

 

PRODUCT MENU AND FOOD:

Ҡ ޠ :

69

The food must be fresh and of good flavour.

- ().

70

Food must be served at the correct temperature.

- .

71

The texture and colour of the food must be acceptable.

.

72

Portions must be of acceptable size.

.

73

The food might be cooked as re- quested.

- 㳿.

74

Orange/grapefruit juices must be freshly squeezed.

/ - - .

75

Coffee/tea must be hot and freshly brewed.

- .

 

PRODUCT TABLE LAYOUT:

Ҡ ̲ ˲:

76

All tables in the restaurant must be consistently laid up.

() .

77

The table cloth must be clean, pressed and free of any stains/ tears.

, , .

78

Correct cutlery must be used for its intended purpose and it must be clean and match in pattern.

- ; .

79

Cutlery silver must be in the case of a formal restaurant and good quality stainless steel must be in the case of an informal restaurant.

, 糠 ,  .

80

Crockery must be clean, unchip- ped and matching in pattern.

- - .

.

 

 

PRODUCT TABLE LAYOUT:

Ҡ ̲ ˲:

81

The glassware must be clean, unchipped and matching in pat- tern.

- , .

82

Place mats must be clean and free of debris.

- .

83

The butter must be rolled/cut, fresh and well presented.

  蠠 , .

84

Butter dish must be full.

- .

85

The napkin must be clean, pressed and free of any stains/tears (ply and paper serviettes are not ac- ceptable).

, - / ( - ).

86

The salt and pepper cruets must be available, clean and full.

- 糠 , - .

87

The sugar selection must include white, brown and sweetener.

, .

88

In the case of sugar cubes sugar tongs/spoons must present.

-, /.

89

There must be a minimum of three different preserves available on the table or at the buffet.

- 3 .

 

PRODUCT PHYSICAL CONDITION OF RESTAURANT:

Ҡ Բ :

90

Newspapers must be available at the entrance to the restaurant.

䳠 .

91

The carpet/tiles must be free and clean of any stains or debris.

/ , .

92

All light fixtures must be fully il- luminated.

- .

.

 

 

PRODUCT PHYSICAL CONDITION OF RESTAURANT:

Ҡ Բ :

93

All walls must be clean and free of any chips, scuffs or marks.

- - .

94

All mirrors must be polished and free of any smudges.

- - .

95

All windows must be clean and free of any streaks or spots.

, - .

96

All plant and floral decorations must be fresh.

.

97

Side stations must be clean at all times.

蠠 .

98

The table must be steady.

.

99

The table/chair legs must be free of any scuffs/scratches and match in colour.

ͳ / - 砠 - .

100

The chairs upholstery must be clean, matching and in good repair.

̒ - , .

101

The restaurant must be at an ambi- ent/comfortable temperature.

- /.

102

Restaurant must be free of any noise/odour from the kitchen.

   / .

 

RESTAURANT

 

STANDARDS RESERVATIONS:

:

1

The telephone must be answered within 3 rings or 10 seconds.

³ 3 - 10 .

2

The employee must answer the phone with the appropriate greeting (good morning/afternoon) and iden- tify the department.

- ( / ).

.

 

 

STANDARDS RESERVATIONS:

:

3

Employee must obtain the guests name and use it at least once dur- ing the conversation.

.

4

Employee must obtain number of people dining.

- .

5

Employee must ascertain dining time.

.

6

Employee must obtain telephone/

room number.

- /.

7

The employee must repeat and confirm the details.

ꠠ .

8

The employee must thank the guest.

.

 

STANDARDS ARRIVAL/SEATING:

/:

9

The guest must be greeted or ac- knowledged within 30 seconds upon entering the restaurant.

- 30 . - - .

10

The guest must greete in a friendly and pleasant manner.

- .

11

The host must ascertain guests name and use it during interac- tions.

.

12

Host must ask guest to follow him/her to the table.

.

13

The host must seat the guest within 1 minute of their arrival.

栠  .

14

The host must seat the guest at a fully laid table.

.

.

 

 

STANDARDS ARRIVAL/SEATING:

/:

15

Host must offer chair assistance.

.

16

The host must remove covers if necessary.

.

17

The host must present the menu/

wine list.

- / .

18

Host must explain any specials of the day are applicable (i.e. soup, fish, etc.) or any items not avai- lable.

(, .) .

 

 

STANDARDS SERVICE:

:

19

A pre-meal drink must be offered within 5 minutes of seating.

5 . - .

20

The waiter approach and greet the guest within 10 minutes to take the food order.

10 . .

21

Waiter have to be able to answer any questions with regard to the menu and its ingredients.

- - .

22

The waiter must take orders with ladies first.

- .

23

The waiter must maintain eye con- tact with the guest ordering.

.

24

The waiter must accommodate any reasonable off menu requests.

.

25

The waiter must obtain full and complete orders (i.e. cooking in- structions, accompaniments, etc.).

(- , - .).

.

 

 

 

STANDARDS SERVICE:

:

26

The waiter must thank the guest.

򠠠 .

27

Waiter must take the wine/beve- rage order within 2 minutes of the food order.

- / 2 . .

28

The employee must have good product knowledge with regard to the wines/beverages.

, /- .

29

Was wine/beverage served within

5 minutes of ordering?

/

5 . .

30

Bread/rolls and butter must be automatically served or equivalent (i.e. prawn crackers, olive oil etc.).

/ - ( , .).

31

The waiter changes cutlery to ac- company order.

Ⳡ .

32

The starter must be served within

15 minutes of order/

- 15 . - .

33

The main course must be served within 20 minutes of starter being removed or within 30 minutes if no starter was ordered.

- 20 ., 30 ., .

34

The correct starter/main course must be served to the appropriate guest without prompting.

/ - .

35

In the case of two people dining, dishes must be served to both guests at the same time.

, .

36

The guest should be advised if the plate was hot.

- .

37

All plated items must be served with as little disruption to the guest as possible.

- .

.

 

 

 

STANDARDS SERVICE:

:

38

Plate crest must be positioned in either the six oclock or twelve po- sition accordingly.

-

18:00 . 12:00 . .

39

The order must be correct and complete.

.

40

All appropriate condiments must be automatically offered (i.e. mint sauce, horseradish, mustard, ketchup etc.).

- ( , , , .).

41

Condiments must be served in ap- propriate containers (i.e. decanted from the bottle).

- ( ).

42

Waiter must clear dishes within

3 minutes of all guests finishing their meals.

- 3 . - .

43

The waiter must remove side plate, side knife, butter and cruets on completion of main course.

򠠠 , - .

44

The waiter must crumb down the table (if appropriate).

( ).

45

The waiter must automatically of- fer desserts.

.

46

Dessert must be served within ten minutes of order being taken unless the employee informed the agent of an expected delay.

10 . , , .

47

Waiter automatically offers cof- fee/tea.

󺠠 - /.

48

Waiter must clarify the guests coffee/tea preference (i.e. cappuc- cino, espresso etc.).

- / (, .).

.

 

 

 

STANDARDS SERVICE:

:

49

Coffee/tea must be served within 5 minutes of order or within 5 min- utes of the dessert being cleared.

/頠

5 . 5 . .

50

The waiter offers to pour the cof- fee/tea.

- /.

51

Waiter must offer milk/cream with the coffee/tea.

/ .

52

A selection of petit fours/mints/ pastries must accompany the cof- fee/tea (or equivalent).

//- ( - ).

53

Waiter must automatically offer coffee/tea refills.

/.

54

Waiter must cleare ashtrays every time a guest extinguished a ciga- rette.

- - , .

55

An employee must visit the table to ascertain at any point if service is satisfactory.

- , .

56

Waiter must thank/aknowledge the gest upon leaving the restaurant.

- , .

 

STANDARDS WINE/BEVERAGE SERVICE:

- , /ί:

57

The waiter must present the wine to the guest.

ຠ .

58

The waiter must open the wine in front of the guest.

.

59

The waiter must pour a small amount of wine for host to sample.

- , - .

60

The waiter must serve the wine

ladies first.

.

.

 

 

STANDARDS WINE/BEVERAGE SERVICE:

- , /ί:

61

The waiter must fill the glasses appropriately.

- .

62

White wine must be served from an ice bucket.

堠   .

63

Red wine must be served at room temperature and white wine must be chilled.

, - .

64

The waiter must top up the glass as required.

.

65

In the case of a beverage, the drink must be correctly garnished.

, - .

66

The beverage must be poured in front of the guest in the case of canned, bottled or mixed drinks (i.e. not prepoured).

- , .

67

The waiter must handle glassware by the stem and base of glass at all times.

.

68

Waiter must offer an additional beverage within 2 minutes of drink being empty.

2 . - .

 

SALES:

:

69

Waiter must automatically suggest a starter for each guest.

- .

70

Waiter automatically must suggest side orders (if applicable).

- 蠠 堠 ( ).

71

Waiter must up sell with wine or- der (i.e. recommend a wine to ac- company the meal).

( ).

72

Waiter automatically offers addi- tional bottle of wine/water upon completion of the first.

- - / .

.

 

 

SALES:

:

73

Waiter automatically must suggest mineral water with the meal.

- .

74

If no dessert was ordered, waiter must offer an alternative (i.e. sor- bet/cheese course).

, - - ( / ).

75

Waiter must suggest post-meal drinks/cigars.

/.

 

ACCOUNTING BILL PRESENTATION:

˲ :

76

The bill must be provided within three minutes of request.

- 3 . .

77

The bill must be presented in a clean bill fold/tray with hotel pen.

- .

78

The bill must be clearly itemized and correct.

- .

79

Waiter must collect payment promptly.

.

80

The waiter must return correct change.

.

81

If cash payment, receipt must be automatically offered (i.e. bill dis- plays settlement by cash).

, - - ( - ).

82

If credit card payment employee must verify signature.

- , .

 

THE EMPLOYEE:

ֲ:

83

Employees must appear organized and work as a team.

- .

84

The employee must be dressed in a clean, pressed and complete uni- form.

- , , - .

.

 

 

THE EMPLOYEE:

ֲ:

85

Employees shoes are of a corpo- rate standard.

- .

86

The employee wears a name badge

(if applicable).

ꠠ 󺠠 - ( ).

87

he employee must be well groomed.

- .

88

The employee must maintain eye contact with the guest.

- .

89

The employee must smile and ex- hibit a friendly manner.

ꠠ .

90

The employee must have a good working knowledge of the English language.

- .

91

Employee respects guests pres- ence when interacting with other colleagues.

ϳ , - - .

92

Employee must be attentive to the guests needs at all times.

.

 

PRODUCT MENU AND FOOD:

Ҡ ޠ :

93

The menu/wine list must be clean, in good repair and presented in English as well as the local lan- guage.

/ , - - .

94

The restaurant menu must offer a varied selection of dishes (i.e. star- ters, main courses and desserts).

- (- , , ).

95

Two vegetarian options must be available.

- .

96

The food must be presented in an appealing manner.

.

97

The food must directly resemble its description from the restaurant menu.

.

.

 

 

PRODUCT MENU AND FOOD:

Ҡ ޠ :

98

The food must be fresh and of good flavour.

- ().

99

Food must be served at the correct temperature.

 - .

100

The texture and colour of the food must be acceptable.

.

101

Portions must be of acceptable size.

- .

102

The food must be cooked as re- quested.

.

103

Coffee/tea must be hot, fresh and appropriately brewed.

/頠 蠠 , .

 

PRODUCT TABLE LAYOUT:

Ҡ ̲ ˲:

104

All tables in the restaurant must be consistently laid up.

.

105

The table cloth must be clean, pressed and free of any stains/tears.

, , .

106

Correct cutlery must be used for its intended purpose and it must be clean and matching in pattern.

- , - .

107

There must be cutlery silver in the case of a formal restaurant and good quality stainless steel in the case of an informal restaurant.

, ,  .

108

Crockery/silverware must be clean, unchipped and matching in pattern.

/ , - .

109

The glassware must be clean, unchipped and matching in pattern.

.

.

 

 

PRODUCT TABLE LAYOUT:

Ҡ ̲ ˲:

110

Ice bucket must be clean and pol- ished.

³ .

111

The butter must be rolled/cut, fresh and well presented.

, .

112

Butter dish must be full.

.

113

The napkin musy be clean, pressed and free of any stains/tears (paper serviettes are not acceptable).

, / ( ).

114

The salt and pepper cruets must be available and clean and full.

- .

115

Sugar selection must include sweetener, white and/or brown as required.

, .

116

In the case of sugar cubes sugar tongs/spoons must be present.

- /.

 

PRODUCT PHYSICAL CONDITION OF RESTAURANT:

Ҡ Բ :

117

The carpet/tiles must be free and clean of any stains or debris.

/ - , - .

118

All light fixtures must be fully il- luminated.

- .

119

All walls must be clean and free of any chips, scuffs or marks.

, .

120

All mirrors must be polished and free of any smudges.

- , .

121

All windows must be clean and free of any streaks or spots.

.

122

All plant and floral decorations must be fresh.

.

.

 

 

PRODUCT PHYSICAL CONDITION OF RESTAURANT:

Ҡ Բ :

123

Side stations must be clean at all times.

蠠 .

124

The table must be steady.

.

125

The table/chair legs must be free of any scuffs/scratches and match in colour.

ͳ / - - - .

126

The chairs upholstery must be clean, matching and in good repair.

- , .

127

The restaurant must be at an ambi- ent/comfortable temperature.

Ӡ - () .

128

Restaurant must be free of any noise/odour from the kitchen.

  / .

 

LIGHT MEALS

ʲ

 

 

STANDARDS SERVICE:

:

1

Guest must be acknowledged within 1 minute of arrival.

.

2

Employee must greet the guest in a polite and friendly manner.

- .

3

Employee must present menus within 1 minute of request.

- - .

4

Employee explains any daily spe- cials (i.e. soup of the day).

( ).

5

Employee must takethe guests drinks order within 3 minutes of seating.

- 3 . .

6

Drinks order must be served within

3 minutes of order.

- 3 . .

7

Drinks must be served and cleared using a tray.

.

.

 

 

 

STANDARDS SERVICE:

:

8

The drinks order must be correct.

.

9

Drinks must be appropriately gar- nished.

 蠠 .

10

The waiter must handle glassware by the stem and base of glass at all times.

.

11

The beverage must be poured in front of the guest in the case of canned, bottled or mixed drinks (i.e. not prepoured).

- , - , .

12

The waiter must take order with ladies first.

.

13

Waiter must maintain eye contact during order taking.

- .

14

Employee must have good product knowledge with regard to the menu.

, .

15

Waiter must obtain full and com- plete orders (i.e. cooking instruc- tions, bread preference etc.).

蠠 (- , - .).

16

Waiter must bring appropriate cut- lery as per order.

.

17

Light meal must be served within

15 minutes of order.

15 . .

18

All plated items must be served with as little disruption to the guest as possible.

- - .

19

The order must be correct and complete.

.

.

 

 

 

STANDARDS SERVICE:

:

20

All appropriate condiments must be automatically offered (i.e. ket- chup, mayonnaise etc.).

- (, .).

21

Condiments must be served in ap- propriate containers (i.e. decanted from the bottle or miniature form).

- ( - ).

22

Waiter must offer additional drinks within 2 minutes of drink being empty.

ϳ , - .

23

Dishes must be cleared within 3 mi- nutes of all guests finishing their meals.

ϳ , 3 .

24

The waiter must automatically of- fer desserts.

- .

25

Dessert must be served within

10 minutes of order being taken.

10 . .

26

Waiter must automatically offer coffee/tea.

󺠠 - /.

27

Waiter clarifies the guests cof- fee/tea preference (i.e. cappuccino, espresso etc.).

/ (, .).

28

Coffee/tea must be served within

5 minutes of order or within 5 mi-

nutes of the dessert being cleared.

/ 5 . 

5 . , .

29

The waiter must offer to pour the coffee/tea.

/.

30

Milk/cream must be offered with the coffee/tea.

/ .

31

Sugar selection must include sweete- ner, white and/or brown as required.

, .

32

In the case of sugar cubes sugar tongs/spoons must be present.

 -䠠 /.

.

 

 

 

STANDARDS SERVICE:

:

33

Waiter must replace ashtray after each cigarette was extinguished.

- - .

34

An employee must visit the table to ascertain at any point if service was satisfactory.

, .

35

Employee must thank/acknowled- ge the guest upon leaving the res- taurant.

/ , .

 

ACCOUNTING BILL PRESENTATION:

˲ :

36

The bill must be provided within three minutes of request.

3 . .

37

The bill must be presented in a clean bill fold/tray with hotel pen.

- / .

38

The bill must be clearly itemized and correct.

- .

39

Waiter must collect payment promptly.

.

40

The waiter must return correct change.

.

41

If cash payment, employee must automatically offer receipt (i.e. bill displays settlement by cash).

, ( - ).

42

If credit card payment employee must verify signature.

- , - .

 

THE EMPLOYEE:

ֲ:

43

Employees appear organized and work as a team.

- .

.

 

 

THE EMPLOYEE:

ֲ:

44

The employee dressed in a clean, pressed and complete uniform.

, .

45

Employees shoes must be of a corporate standard.

.

46

The employee must wear a name badge (if applicable).

- ( - ).

47

The employee must be well groo- med.

- .

48

The employee must maintain eye contact with the guest.

- .

49

The employee must smile and ex- hibit a friendly manner.

ꠠ .

50

The employee must have a good working knowledge of the English language.

- .

51

Employee must respect guests presence when interacting with other colleagues.

ϳ , - - .

52

Employee must be attentive to the guests needs at all times.

.

 

PRODUCT MENU AND FOOD:

Ҡ ޠ :

53

The menu must be clean and in good repair.

- .

54

The menu must be varied in con- tent.

- .

55

Two vegetarian options must be available.

- .

56

The food must be presented in an appealing manner.

- .

.

 

 

PRODUCT MENU AND FOOD:

Ҡ ޠ :

57

The food must directly resemble its description from the restaurant menu.

- - .

58

The food must be fresh and of good flavour.

().

59

Food must be served at the correct temperature.

- .

60

The texture and colour of the food must be acceptable.

- .

61

Portions must be of acceptable size.

.

62

The food must be cooked as re- quested.

.

63

Coffee/tea must be hot, fresh and appropriately brewed.

/ , - .

 

PRODUCT TABLE LAYOUT:

Ҡ ̲ ˲:

64

All tables must be consistently laid up in the lounge/restaurant.

- .

65

Place mat/table cloth must be clean and free of debris.

/ , .

66

Correct cutlery must be used for its intended purpose and it must be clean and matching in pattern.

- - . .

67

Crockery must be clean, free of chips and match in pattern.

- - .

68

The glassware must be clean, unchipped and matched in pattern.

- , .

.

 

 

PRODUCT TABLE LAYOUT:

Ҡ ̲ ˲:

69

The napkin must be clean, pressed and free of any stains/tears (ply napkins acceptable, paper servi- ettes are not).

, - /- ( ).

70

The salt and pepper cruets must be provided. It must be clean and full (if applicable to meal).

, - .

PRODUCT PHYSICAL CONDI- TION OF VENUE:

Ҡ Բ ̲:

71

The carpet/tiles must be free and clean of any stains or debris.

/ - .

72

All light fixtures must be fully il- luminated.

- .

73

All walls must be clean and free of any chips, scuffs or marks.

, .

74

All mirrors must be polished and free of any smudges.

- , .

75

All windows must be clean and free of any streaks or spots.

, .

76

All plant and floral decorations must be fresh.

Ⳡ .

77

The lounge must be at an ambi- ent/comfortable temperature.

().

78

The table must be steady.

.

79

The table/chair legs must be free of any scuffs/scratches and match- ing in colour.

ͳ / - - .

80

The chairs upholstery must be clean, matching and in good re- pair.

, .

.

 

 

 

DRINKS SERVICE

:

 

 

STANDARDS SERVICE:

:

1

Guest must be acknowledged wi- thin 1 minute of arrival.

.

2

Employee must greet guest in a pleasant and friendly manner.

- .

3

The drinks order must be taken within 3 minutes of seating.

- 3 . .

4

The employee must show good product knowledge when taking the order.

- .

5

Waiter must take orders with la- dies first.

.

6

The waiter must ask if guest would like ice in his drink (if applicable).

- ( ).

7

Waiter must maintain eye contact during order taking.

- .

8

Waiter must ascertain if guest was eating within the hotel and offer menus (if applicable).

- ( ).

9

The drinks must be served within

5 minutes of order.

5 . .

10

All drinks must be served from a tray.

.

11

If wine by the glass is ordered, the waiter must present the bottle to the guest and pour directly from the bottle.

, .

.

 

 

 

STANDARDS SERVICE:

:

12

Waiter must handle glass from stem or base at all times.

.

13

Did waiter supply and place drinks on coaster?

- .

14

The drinks order must be correct.

.

15

The beverage must be poured in front of the guest in the case of canned, bottled or mixed drinks (i.e. not prepoured).

, , .

16

The drinks must be served in the correct glassware.

 - .

17

Glasses must be clean, polished and free of any cracks or chips.

- , , - .

18

Garnishes must be fresh and ap- propriate.

- .

19

The drink must be appropriately chilled (if applicable).

( ).

20

In the case of a mixed drink, a stir stick must be provided.

- - .

21

Waiter must automatically offer snacks.

- .

22

The snack bowl/plate must be full.

/ .

23

Waiter must supply serviettes with the snacks/drinks.

- /.

24

The snacks must be fresh.

.

25

In the case of shelled nuts or ol- ives, a pit bowl must be provided.

, .

.

 

 

 

STANDARDS SERVICE:

:

26

Vacated tables must be promptly cleared.

³ - .

27

All drinks must be cleared using a tray.

 .

28

Waiter must offer an additional drink within 2 minutes of glass be- ing empty.

ϳ , - - 2 .

29

A barman or waiter must be visi- ble at all times.

- .

30

Waiter must replace ashtray after each cigarette was extinguished.

- .

31

The waiter must thank/acknowled- ge the guest upon leaving the bar.

/- .

 

ACCOUNTING BILL PRESENTATION:

˲ :

32

Waiter must provide the bill wi- thin three minutes of request.

- 3 . , .

33

Waiter must present the bill in a clean bill fold/tray with hotel pen.

/ - .

34

The bill must be clearly itemized and correct.

- .

35

Waiter must collect payment promptly.

.

36

The waiter must return correct change.

.

37

If cash payment, waiter must automatically offer receipt (i.e. bill displays settlement by cash).

- ( - ).

.

 

 

THE EMPLOYEE:

ֲ:

38

Employees must appear organized and work as a team.

- .

39

The employee must be dressed in a clean, pressed and complete uni- form.

, .

40

Employees shoes must be of a corporate standard.

- .

41

The employee must wear a name badge (if applicable).

- ( ).

42

The employee must be well groo- med.

- .

43

The employee must maintain eye contact with the guest.

.

44

The employee must smile and ex- hibit a friendly manner.

ꠠ .

45

The employee must have a good working knowledge of the English language.

- .

46

Employee must be attentive to the guests needs at all times.

.

 

PRODUCT PHYSICAL CONDITION OF BAR/LOUNGE:

Ҡ Բ /ɪ:

47

Tables in the bar must be consis- tently laid.

- .

48

The carpet/tiles free and clean of any stains or debris?

/ , .

49

Were all light fixtures fully illu- minated?

- .

50

Were all walls clean and free of any chips, scuffs or marks?

.

51

Were all mirrors polished and free of any smudges?

- .

.

 

 

PRODUCT PHYSICAL CONDITION OF BAR/LOUNGE:

Ҡ Բ /ɪ:

52

Were all windows clean and free of any streaks or spots?

.

53

Were all plant and floral decora- tions fresh?

- .

54

Were ample ashtrays available?

.

55

If a bar list was provided, was it clean and in good repair?

, .

56

Was the table steady?

.

57

Were the table/chair legs free of any scuffs/scratches and matching in colour

ͳ / .

58

Was the chairs upholstery clean, matching and in good repair?

- , - .

59

Was the bar counter clean, dry and free of any debris?

.

60

Were all brand bottles prominently displayed, free of any dust with labels facing forward?

, - - .

61

The lounge/bar must be at an am- bient/comfortable temperature.

/ - .

62

Appropriate music must play at a pleasant level.

³ - .

 

IN ROOM DINING

ʲҲ

 

STANDARDS ORDER TAKING:

Ҡ IJ :

1

The telephone must be answered within 3 rings or 10 seconds.

頠 ꠠ

3 10 .

.

 

 

STANDARDS ORDER TAKING:

Ҡ IJ :

2

The employee must answer the phone with the appropriate greet- ing (good morning/afternoon) and identify the department.

( / ) .

3

If caller was put on hold it sho- uldnt exceed 30 seconds.

, - , - 30 .

4

Tthe employee must ascertain the guests name, and use it at least once during the conversation.

- .

5

The employee must have a good working knowledge of the English language.

- .

6

The background must be free of any noise or any disturbances.

.

7

The employee must speak in a clear and pleasant manner.

- .

8

The employee must be able to an- swer any questions with regards to the menu.

- - - .

9

The employee must obtain a full and complete order (i.e. cooking instructions, bread preference etc.).

蠠 (- , - ).

10

The employee must accommodate any off menu requests.

ꠠ - .

11

If dessert ordered, the employee must offer the guest the option of serving it upon completion of the main course.

, - .

12

Tthe employee must repeat the or- der either during or at the end of the call.

.

.

 

 

STANDARDS ORDER TAKING:

Ҡ IJ :

13

The employee must advise deliv- ery time.

ꠠ .

14

The employee must thank the guest.

ꠠ .

 

SALES:

:

15

Order taker must suggest starter.

, .

16

Order taker must suggest side or- ders (if applicable).

, ( ).

17

Order taker must automatically of- fer drinks with the meal.

, .

18

Order taker must have good prod- uct knowledge with regards to wine.

, ຠ .

19

Order taker must suggest dessert with the meal.

, - .

20

The order taker must suggest cof- fee/tea with the meal.

, / .

 

STANDARDS THE SERVICE:

²:

21

Was the order served in the stan- dard times:-

:

 

Breakfast order card within 5 minutes of requested time

5 . ࠠ

 

Breakfast 25 minutes

25 .

 

Snack 25 minutes

25 .

 

Lunch/Dinner 30 minutes

30 .

.

 

 

STANDARDS THE SERVICE:

²:

22

The employee must either ring the bell or knock lightly on the door (i.e. not automatically let himself into the room).

(- ).

23

The employee must greet the guest in a polite and friendly manner.

- .

24

The employee must use the guests name at least once during the in- teraction.

.

25

If there is a newspaper on the door the employee must bring it in with the tray.

, - - .

26

The employee must ask where the guest would like the tray/trolley to be placed.

/ .

27

In the case of a trolley the em- ployee must open leaves and se- cure.

, .

28

The employee must set the table.

ꠠ .

29

The employee must position the chairs accordingly.

ꠠ .

30

The employee must offer to re- move hot food from the cabinet and if so was the flame extin- guished.

- . - , - .

31

Employee must remove cloches.

.

32

The employee must advise guest that the plate is hot (if required).

ꠠ , .

33

The employee must offer to pour the beverages.

- .

.

 

 

STANDARDS THE SERVICE:

²:

34

The employee must explain the various condiments with the meal (if unidentifiable).

(- ).

35

In the case of a breakfast order, the employee must offer to open the curtains.

, - - .

36

The order must correct and com- plete.

.

37

The employee must inform the guest of tray/trolley collection procedures (not applicable if trol- ley removal card present).

- - .

38

The employee must thank the guest.

ꠠ .

ACCOUNTING BILL PRESENTATION:

 

˲ :

39

The bill must be presented in a clean bill fold/tray with hotel pen.

- / .

40

The bill must be clearly itemized and correct.

- .

41

The employee must ask the guest for a signature.

- .

 

THE EMPLOYEE:

ֲ:

42

The employee must be dressed in a clean, pressed and complete uni- form.

- , - .

43

Employees shoes must be of a corporate standard.

.

44

The employee must wear a name badge (if applicable).

- .

45

The employee must be well groomed.

.

.

 

 

THE EMPLOYEE:

ֲ:

46

The employee must maintain eye contact with the guest.

.

47

The employee must smile and ex- hibit a friendly manner.

ꠠ .

48

The employee must have a good working knowledge of the English language.

- .

49

Employee must be attentive to the guests needs at all times.

.

 

PRODUCT MENU AND FOOD:

Ҡ ޠ :

50

The room service menu must be clean and in good repair.

.

51

Two vegetarian options must be available.

- .

52

Waiter must present the food in an appealing manner.

- .

53

The food must directly resemble its description from the menu.

- .

54

The food must be fresh and of good flavour.

.

55

Food must be served at the correct temperature.

- .

56

The texture and colour of the food must be acceptable.

ࠠ ࠠ 蠠 .

57

Portions must be of acceptable size.

.

58

The food must be cooked as re- quested.

ࠠ ࠠ 蠠 .

59

Coffee/tea must be hot and fresh.

/ .

.

 

 

PRODUCT MENU AND FOOD:

Ҡ ޠ :

60

Waiter must offer milk/cream with the coffee/tea.

/ .

61

Juices must be freshly squeezed.

- .

62

Fresh rolls/bread must accompany the meal (if applicable).

泠 / ( ).

 

PRODUCT TRAY/TROLLEY LAYOUT:

ϲ/:

63

The room service tray/trolley must be clean and in good repair.

ϳ/ - .

64

The tray/trolley cover must be clean, pressed and free of any stains/tears.

/ - , - /- .

65

Correct cutlery must be used for its intended purpose and it must be clean and matching in pattern.

- . ³ .

66

Silver cutlery must be used.

.

67

Crockery/silverware must be used for its intended purpose and it must be clean, free of chips and matching in pattern.

/ - . , - .

68

The glassware must be clean, unchipped and matching in pat- tern.

- , .

69

All the drinks must be covered with stancaps.

- .

70

A vase and fresh flower must ac- company the meal.

- .

.

 

 

PRODUCT TRAY/TROLLEY LAYOUT:

Ҡ ϲ/:

71

A cloche must be used to cover hot food.

.

72

The cloche must be clean, polished and in good repair.

- .

73

A full dish of butter must accom- pany the food order.

 泠 .

74

The butter rolled/cut must be fresh and well presented.

 堠 蠠 , .

75

Condiments must be served with the meal and decanted into the ap- propriate dishes or in miniature form.

.

76

The napkin must be clean, pressed and free of any stains/tears (paper serviettes are not acceptable).

, - /- ( - ).

77

The salt and pepper cruets must be provided and if so were they clean and full.

- .

78

All the drinks must be appropri- ately garnished.

.

79

All the food must be free of any plastic/paper/foil wrapping.

/ .

80

Sugar selection must include sweetener, white and/or brown as required.

, - , .

81

In the case of sugar cubes sugar tongs/spoons must be present.

-, - / .

82

In the case of breakfast there must be a minimum of three different preserves available (honey is ac- ceptable).

- (- ).

.

 

 

STANDARDS ORDER TAKING:

:

1

The telephone must be answered within 3 rings or 10 seconds.

³ 3 10 .

2

The employee must answer the phone with the appropriate greet- ing (good morning/afternoon) and identify the department.

( / ) .

3

If caller is put on hold did it shouldnt exceed 30 seconds.

, - , - 30 .

4

The employee must ascertain the guests name, and use it at least once during the conversation.

- .

5

The employee must have a good working knowledge of the English language.

- .

6

The background must be free of any noise or any disturbances.

.

7

The employee must speak in a clear and pleasant manner.

ꠠ .

8

The employee must be able to an- swer any questions with regards to the menu.

- - .

9

The employee must obtain a full and complete order (i.e. cooking instructions, bread preference etc.).

- ( , 蠠 ).

10

The employee must accommodate any off menu requests.

- .

11

If dessert ordered, the employee must offer the guest the option of serving it upon completion of the main course.

, - .

.

 

 

STANDARDS ORDER TAKING:

:

12

The employee must repeat the or- der either during or at the end of the call.

- - , - .

13

The employee must advise deliv- ery time.

ꠠ .

14

The employee must thank the guest.

.

 

SALES:

:

15

Order taker must suggest starter.

, - - .

16

Order taker must suggest side or- ders (if applicable).

, - ( ).

17

Order taker must automatically of- fer drinks with the meal.

, .

18

Order taker must have good prod- uct knowledge with regards to wine.

, , .

19

Order taker must suggest dessert with the meal.

, - .

20

Did the order taker suggest cof- fee/tea with the meal?

, ࠠ 󺠠 / .

 

STANDARDS THE SERVICE:

:

21

Was the order served in the stan- dard times:-

 - :

 

Breakfast order card within

5 minutes of requested time

5 . ࠠ

.

 

 

STANDARDS THE SERVICE:

:

 

Breakfast 25 minutes

− 25 .

 

Snack 25 minutes

− 25 .

 

Lunch/Dinner 30 minutes

− 30 .

22

The employee must either ring the bell or knock lightly on the door (i.e. not automatically let himself into the room).

ꠠ - ( ).

23

The employee must greet the guest in a polite and friendly manner.

- .

24

The employee must use the guests name at least once during the in- teraction.

.

25

If there is a newspaper on the door the employee must bring it in with the tray.

, - - .

26

The employee must ask where the guest would like the tray/trolley to be placed.

- , - / .

27

In the case of a trolley the em- ployee must open leaves and se- cure.

- .

28

The employee must set the table.

ꠠ .

29

The employee must position the chairs accordingly.

- .

30

The employee must offer remove hot food from the cabinet and if so the flame must be extinguished.

- . - , - .

31

Employee must remove cloches.

.

.

 

 

STANDARDS THE SERVICE:

:

32

The employee must advise guest that the plate is hot (f required).

, ( - ).

33

The employee must offer to pour the beverages.

.

34

The employee must explain the various condiments with the meal (if unidentifiable).

- ( ).

35

In the case of a breakfast order, the employee must offer to open the curtains.

, - .

36

The order must be correct and complete.

.

37

The employee must inform the guest of tray/trolley collection pro- cedures (not applicable if trolley removal card present).

.

38

The employee thank the guest.

ꠠ .

 

ACCOUNTING BILL PRESENTATION:

˲ :

39

The bill must be presented in a clean bill fold/tray with hotel pen.

- / .

40

The bill must be clearly itemized and correct.

- .

41

The employee must ask the guest for a signature.

- .

 

THE EMPLOYEE:

ֲ:

42

The employee must be dressed in a clean, pressed and complete uni- form.

- , - .

.

 

 

THE EMPLOYEE:

ֲ:

43

Employees shoes must be of a corporate standard.

.

44

The employee must wear a name badge (if applicable).

- ( ).

45

The employee must be well groo- med.

- .

46

The employee must maintain eye contact with the guest.

.

47

The employee must smile and ex- hibit a friendly manner.

ꠠ .

48

The employee must have a good working knowledge of the English language.

- .

49

Employee must be attentive to the guests needs at all times.

.

 

PRODUCT MENU AND FOOD:

Ҡ ޠ :

50

Was the room service menu clean and in good repair?

.

51

Were two vegetarian options avai- lable?

- .

52

Was the food presented in an ap- pealing manner?

- .

53

Did the food directly resemble its description from the menu?

.

54

Was the food fresh and of good flavour?

.

55

Was food served at the correct temperature?

- .

56

Was the texture and colour of the food acceptable?

泠 .

.

 

 

PRODUCT MENU AND FOOD:

Ҡ ޠ :

57

Were portions of acceptable size?

.

58

Was the food cooked as requested?

.

59

Was coffee/tea hot and fresh?

/ .

60

Was milk/cream offered with the coffee/tea?

/ .

61

Were juices freshly squeezed?

.

62

Did fresh rolls/bread accompany the meal (if applicable)?

泠 / ( ).

 

PRODUCT TRAY/TROLLEY LAYOUT:

Ҡ ̲ ϲ/ :

63

The room service tray/trolley must be clean and in good repair.

ϳ/ - - .

64

The tray/trolley must cover clean, pressed and free of any stains/tears.

/ - , /- .

65

Correct cutlery must be used for its intended purpose and was it clean and matching in pattern.

³ - . - .

66

Silver cutlery must be used.

.

67

Crockery/silverware must be used for its intended purpose and it must be clean, free of chips and matching in pattern.

/ - - . , - .

68

The glassware must be clean, unchipped and matching in pat- tern.

- , .

.

 

 

PRODUCT TRAY/TROLLEY LAYOUT:

Ҡ ̲ ϲ/ :

69

All the drinks must be covered with stancaps.

- .

70

A vase and fresh flower must ac- company the meal.

.

71

A cloche must be used to cover hot food.

.

72

The cloche must be clean, polished and in good repair.

, - .

73

A full dish of butter must accom- pany the food order.

 泠 .

74

The butter must be rolled/cut, fresh and well presented.

  蠠 , .

75

Condiments must be served with the meal and decanted into the ap- propriate dishes or in miniature form.

- , - .

76

The napkin must be clean, pressed and free of any stains/tears (paper serviettes are not acceptable).

, - /- ( - ).

77

The salt and pepper cruets must be provided and they must be clean and full.

- .

78

All the drinks must be appropri- ately garnished.

.

79

All the food must be free of any plastic/paper/foil wrapping.

- /頠 .

80

Sugar selection must include sweetener, white and/or brown as required.

- , - , - .

.

 

 

PRODUCT TRAY/TROLLEY LAYOUT:

Ҡ ̲ ϲ/ :

81

Sugar tongs/spoons must be pre- sent in the case of sugar cubes.

-, - / .

82

In the case of breakfast there must be a minimum of three different preserves available (honey is ac- ceptable).

- (- ).

 

 

STANDARDS ON ARRIVAL

1

Carpet/tiles must be freshly vac- uumed/mopped and free of stains

/ - / .

2

Room must be at a comfortable temperature on arrival and free of odour

, .

3

Bed valance/skirting must be neatly arranged and clean

() - .

4

Head board must be clean and in good repair

ϳ .

5

Bed must be made with clean linen, free of stains or tears

˳ .

6

Bedspread/duvet/blankets must be clean

// - .

7

All upholstered furniture must be clean and free of stains

- .

8

All furniture surfaces must be clean and dust/smear free

⠠ ࠠ , .

9

All picture/door/mirror frames must be clean and dust free

, , - , , .

10

All windows must be clean and free of smears

.

.

 

 

 

STANDARDS ON ARRIVAL

11

Curtains must be clean and prop- erly fitted

- -

12

Ceilings and vents must be clean and free of any dust

, .

13

All walls must be clean and free of scuffs

, - .

14

All light fixtures and fittings must be clean and dust free

, .

15

Waste paper basket must be clean and in good condition

.

16

Balcony must be swept and clean

(if there is one)

.

17

Do Not Disturb/Please make up my rooms sign must be presented in each room and easily located

/ - - - .

18

A clean ashtray and matches must be places into a smoking room

- .

19

A mirror glass must be clean and smear free

.

20

Wardrobes must be clean and free of any scuffs, dust or debris

, .

21

A telephone and note pad/pen must be available next to a tele- phone in a room

頠 , .

22

All drawers must be clean and free of any dust or debris

.

23

Television must be clean and cor- rectly tuned in

- .

.

 

 

 

STANDARDS ON ARRIVAL

24

Correct time must be shown on a clock (if there is one)

, - .

25

All light fixtures in bathroom and bedroom must work properly

- .

 

BATHROOM

ʲ

1

A bathroom must be completely mould free

- .

2

All ceilings and walls must be clean

- .

3

Shower/bath/sink control must be clean and in good repair

//ꠠ .

4

Shower/bath/sink control must be polished

//ꠠ .

5

Shower curtain (door) clean

/ .

6

All counters, shelves and soap dishes must be clean

, () .

7

Bathroom floor must be clean and free of any debris

ϳ , .

8

Toilet must be clean and in good repair

.

9

Waist paper bin must be clean and in good condition

.

10

Spare toilet roll must be always available (if applicable)

- - .

11

There always must be a full box of tissues in clean tissue dispenser

- .

12

Bathrobes must be clean, un- stained and in good condition

, .

.

 

 

BATHROOM

ʲ

13

There must be 2 x clean drinking water glasses covered with cap- stans or placed on coasters (not wrapped in plastic)

.

14

All towels must be clean and in good repair

.

15

All amenities must be neatly ar- ranged

()

.

16

All flowers put in the room must be fresh

- .

 

TURNDOWN

ײͲ ²

1

Turndown service must be provided between 18h00 and 22h00 daily

- 18.00 22.00.

2

In case of do not disturb sign a calling card/door knob card must be left under/on the door or a mes- sage must be left on the telephone

Ӡ Ġ - .

3

Employees must wear a complete uniform and be well presented

- .

4

Employees must be pleasant and professional in manners

.

5

Bed spread must be removed or folded back

.

6

If bedspread is stored away it must be done neatly and not placed di- rectly on the floor

, - , .

7

Employee must fold back sheets neatly

- .

8

Bedside must be mat and slippers laid out

, .

9

Employee must draw curtains fully and neatly

.

.

 

 

TURNDOWN

ײͲ ²

10

Employee must turn the bedside lamp on

ຠ .

11

Room service card must be left in a prominent position

- (- ) .

12

Waste bins must be empty

.

13

Ashtrays must be empty and clean

- .

14

Employee must generally tide the room and return all amenities ti their original position

- () .

15

Quests clothes must be folded and arranged neatly

㠠 ຠ 蠠 .

16

All shoes must be paired and ar- ranged neatly

- .

17

All change and jewelery must be left untouched

- .

18

Employee must replenish all sta- tionery

.

19

Employee must remove any used glasses or room service soiled plates and cutlery from a room

- , , .

20

All magazines and newspapers must be arranged neatly

.

21

TV remote control must be placed on a bed side table (on the top of TV)

- ( ).

22

Employee must replace any used towels with clean ones

- .

23

Employee must clean and replace bathroom water glasses

- , .

.

 

 

TURNDOWN

ײͲ ²

24

Employee must replace any bath- room amenities as required

- 㳺.

25

Employee must tidy quests per- sonal toiletries

- 볺.

26

Employee must rinse out a sink

- .

27

Employee must ensure a toilet is clean

ꠠ .

28

Employee must clean a bathroom floor

- .

29

Employee must clean a bath/shower

- /.

 

STANDARDS SERVICING QUESTS ROOM

в

1

Servicing must be completed by

14h00 each day

- 14.00 . .

2

Employee must wear a full uni- form, be pleasant and professional in manner

- , - .

3

If employee is asked to come back at a certain time it has to be done

- .

4

In case of do not disturb sign put on the door employee is not al- lowed to enter the room

.

5

Carpet/tiles must be freshly vac- uumed/mopped and free of any debris

/ - / , .

6

Room must be generally tidied and all amenities returned to their original position

ʳ .

7

Bed must be neatly made with clean linen which is free of stains and tears

˳ - , .

.

 

 

STANDARDS SERVICING QUESTS ROOM

в

8

Curtains must be neatly drawn

- .

9

Waste bin must be emptied and clean

.

10

The balcony must be clean

.

11

Any used stationery must be re- placed

- .

12

Any used laundry bags/lists must be replaced (if necessary)

- .

13

All ashtrays must be empty

- .

14

In case of any blown light bulbs it must be replaced

, - .

15

Quest clothes must be folded and arranged neatly

- .

16

All change and jewelery must be left untouched

- .

17

All newspapers and magazines must be neatly arranged

- .

18

Any used glasses or room service soiled plates and cutlery must be removed from a room

- , - , .

19

Any door knob signs must be placed to original position

-고 (. ) - .

20

Any used towels must be replaced

-고 .

21

All fresh towels must be clean and in good condition

泠 .

22

Bathrobes must re-hung

.

23

All partially used amenities must be replaced (if required)

- ( ).

.

 

 

STANDARDS SERVICING QUESTS ROOM

в

24

Bathroom water glasses must be cleaned and replaced

.

25

All toilet/facial tissue must be re- plenished (if required)

- ( ).

26

Guests personal toiletries must be tidied

- .

27

Shower curtain/door must be clean

/ࠠ .

28

Bath/shower/sink must be clean

// - .

29

Floor must be clean and free of any debris

ϳ , .

30

Toilet and toilet seat must be clean

.

31

Bathroom counter must be clean, dry and free of any debris

, .

32

All bath/shower and sink controls must be polished

/ - - .

33

All mirrors must be clean and free of smears

- , .

 

HOUSEKEEPING LAUNDRY

1

Laundry list must include hours of service

- .

2

Laundry list must include collec- tion/delivery instructions

- /- .

3

Laundry list must include collec- tion telephone numbers

- - .

4

Laundry list must clearly state ap- plicable prices

.

.

 

 

HOUSEKEEPING LAUNDRY

5

Laundry list must have option for folded or hung shirts

.

6

Valet amenity tray must include laundry bags

.

 

STANDARDS COLLECTION

1

Laundry/pressing must be col- lected within ten minutes of re- quest

/ - .

2

Employee must knock lightly on the door

- .

3

Employee must greet the quest in a polite and friendly manner

- .

4

Employee must use the quests name at least one time during the interaction

- .

5

Employee must confirm with the quest that the laundry list is in the bag

- .

6

Employee must thank the guest

ꠠ .

 

STANDARDS DELIVERY AND PRESENTATION

1

All laundry must be delivered within specified time

- .

2

In case of any delays the guest must be informed immediately

- .

3

With pressing, all garments must be returned within 1 hour of them being collected

- .

4

All collected items must be re- turned + returned in the requested way (folded, on a hunger etc.)

- (, - ).

.

 

 

STANDARDS DELIVERY AND PRESENTATION

5

In case of a bill accompanied the laundry it must be clearly itemized and totalled

- , - .

6

All items must be appropriately cleaned

.

7

All items must be appropriately pressed

.

8

If stain can not be removed from the garment the quest must be in- formed

.

9

All hanging garments must be re- turned on a good quality hangers

- .

10

Articles on hungers must covered in plastic

- .

11

All articles must be free of odor

- .

12

All folded garments must be de- livered in a box/basket/tray

.

13

All buttons must be replaced if fallen or loose

, .

14

Garments must be free of any sta- ples or pins

- .

15

Laundry tags must be removed from all items

- .

16

Socks must be in pairs and folded

.

17

In case of Do Not Disturb sign on the door a calling card must be placed under the door

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18

If shoes are left out to be cleaned it must be returned polished to a high standart

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IN ROOM BAR

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STANDARDS ORDER OF SERVICE:

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1

The in room bar must be checked daily.

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2

If employee was observed, he/she must wear a complete uniform and must be well presented.

- - .

3

The employee must be pleasant and professional in manner.

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4

All used mini bar items must be replaced.

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5

All dirty glasses must be replaced with clean glasses.

.

6

The ice bucket/tray must be filled daily (if applicable).

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PRODUCT:

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7

In room bar cabinet must be clean and dust free.

.

8

Mini bar fridge must be steady.

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9

Mini bar fridge must be easily ac- cessible.

.

10

The mini bar fridge must be clean and free of any odour.

- - .

11

The mini bar fridge must be in good working order.

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12

The mini bar fridge must be free of any ice build up.

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13

The in room bar must contain a good selection of drinks.

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14

There must be a minimum of 2 bot- tles of mineral water available.

- 2 .

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PRODUCT:

:

15

Food items must be available.

.

16

An in room bar price list must be available (i.e. either a printed list or in the directory of services).

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17

The in room bar beverages/food items must correspond to the prin- ted list.

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18

Fridge contents must be neatly ar- ranged with all labels facing out- wards.

.

19

All canned drinks must be free of any rust.

.

20

All stock must not exceed expiry date.

- .

21

Two of each type of glass must correspond to drinks offered.

- - .

22

All glassware must be clean, pol- ished, unchipped and matching.

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23

Glassware must be placed on coasters/liner.

.

24

There both a corkscrew and bottle opener must be available (if needed).

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25

There must be stir sticks and coasters available.

- .

26

Linen/paper serviettes must be available.

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27

An ice bucket and tongs must be available.

.

 

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