Meza 6.
Meza 6.
Meza 6.
document on
HOTELBRAND SYSTEM.
-
Brand Standard
Audit
Evaluation criteria for the basic service, cleanliness and condition questions are
.located in the How Hotels Are Evaluated During the BSA
Basic service, cleanliness and condition detail located in the How Hotels Are Evaluated During the BSA document on
HOTELBRAND SYSTEM.
Restaurant - Dinner
2 Server - Guest name used during the 4 Restaurant - Operations : Yes No N/A
experience, when known/ Nombre Dinner Service
del huésped fue usado durante la
experiencia
5 Server - The associate was able to speak 4 Restaurant - Brand : Branded Yes No N/A
knowledgeably about wines offered in the Dinner Service
outlet/ el mozo o azafata demuestra
conocimiento sobre los vinos que se
ofrecen en el restaurante, mencionando
cepa, bodega, año, país de origen y
maridaje
Server - The associate was able to speak knowledgeably about wines offered in the outlet
● Area is under complete renovation and not available for guest use
● Restaurant is a licensed concept
● Hotel does not have a restaurant
The associate must minimally demonstrate knowledge about wines offered in the outlet
6 Wine service meets standards/ Se sirve el 4 Restaurant - Brand : Branded Yes No N/A
vino según estándares, haciendo catar, Dinner Service
usando el Lito, mostrando la etiqueta, etc
Wine service meets standards
● Server demonstrates label and pouring at the table with the label facing the guest
● A taste is offered prior to a complete pour
Order a beverage and mark NO if any of the above criteria are not met
7 Hot tea presentation meets standards/ Tea 2 Restaurant - Operations : Yes No N/A
o Café es servido de acuerdo a estándares Dinner Service
Basic service, cleanliness and condition detail located in the How Hotels Are Evaluated During the BSA document on
HOTELBRAND SYSTEM.
Tea:
● If served loose:
o Brewed in a pot
● If served tea bags
o At least 2 tea bags
o Presented on a B&B plate
o Served with a pot of hot water
▪ China pot or insulated pot specifically for tea service
● With a timer to ensure prefect tea (optional in MEA)
● Server must ask if guest prefers honey and lemon or milk (optional AP, EUR, MEA)
Order a beverage and mark NO if any of the above are not followed
Server must:
Interact with server and mark NO if any of the above standards are not met
Basic service, cleanliness and condition detail located in the How Hotels Are Evaluated During the BSA document on
HOTELBRAND SYSTEM.
9 Server - The associate must describe 4 Restaurant - Brand : Branded Yes No N/A
recommended items/ mozo o azafata Dinner Service
describe los platos recomendados
Server - The associate must describe recommended items
● Area is under complete renovation and not available for guest use
● Restaurant is a licensed concept
● Hotel does not have a restaurant
Interact with server and mark NO if any of the above criteria are not met
11 Food and beverage contents and plate 4 Restaurant - Operations : Yes No N/A
presentation meet standard/ La Dinner Service
presentación del plato cumple con el
estándar, se agrega cuchara para
sopas/consomés/gaspachos, se
agrega cubiertos para platos de
pescados/mariscos
Basic service, cleanliness and condition detail located in the How Hotels Are Evaluated During the BSA document on
HOTELBRAND SYSTEM.
● Area is under complete renovation and not available for guest use
● Restaurant is a licensed concept
● Hotel does not have a restaurant
● Served at appropriate temperature (i.e. Hot Food is Served Hot, Cold Food is Served Cold)
● Served in appropriate glassware and tableware
Check decor items, flatware, linens, plates, settings, table and table top items and mark NO if you experience or
observe any of the following:
REST1065
13 Server - The associate completes guest 2 Restaurant - Brand : Branded Yes No N/A
task with appropriate verbiage, when Dinner Service
applicable/ mozo o azafata sirve los
platos usando lenguaje formal y
apropiado
Basic service, cleanliness and condition detail located in the How Hotels Are Evaluated During the BSA document on
HOTELBRAND SYSTEM.
Server - The associate completes guest task with appropriate verbiage, when applicable
● Area is under complete renovation and not available for guest use
● Restaurant is a licensed concept
● Hotel does not have a restaurant
● No guest task available for completion
14 Server - Items handed to the guest were 2 Restaurant - Brand : Branded Yes No N/A
presented by the associate with two Dinner Service
hands, when possible/ los platos servidos
al huésped fueron con 2 manos para evitar
riesgos de caídas, cuando corresponda
Server - Items handed to the guest were presented by the associate with two hands, when possible
● Area is under complete renovation and not available for guest use
● Restaurant is a licensed concept
● Hotel does not have a restaurant
● Interaction does not allow associate to use two hands
The associate must hand items to guests using both hands, when possible
● Area is under complete renovation and not available for guest use
● Restaurant is a licensed concept
● Hotel does not have a restaurant
● Insufficient time during encounter to demonstrate personalization
● Demonstrating personalization through thoughtful questioning, responding to the guest when needed
Server must:
● Listen actively
● Empathize - Express empathy
● Apologize and assume ownership
● Resolve/Solve the problem and also provide an extra touch that goes beyond mere resolution
● Notify/Thank the guest to confirm their satisfaction
o Record the problem in Mystique (RC, RCDC)
o Record the problem in Starguest (SR, LC, W)
17 Server - The associate made the guest 0 Restaurant - Brand : Branded Yes No N/A
feel at ease and taken care of/ mozo o Dinner Service
azafata hizo que el huésped se sintiera
a gusto y cuidado
Server - The associate made the guest feel at ease and taken care of
● Area is under complete renovation and not available for guest use
● Restaurant is a licensed concept
● Hotel does not have a restaurant
The associate must create an emotional connection with the guest, resulting in the guest feeling at ease and taken
care of, examples include:
Server must: