FIVE STAR SERVICE STANDARDS

Service
Level Bar / Lounge
General Interactions
Associate proactively approaches guests whenever possible; guests on queue are
acknowledged.
Associate is extremely well-spoken, polite and clear, avoiding slang and phrase-fragments.
Associate readily smiles and maintains an engaging expression
Associate makes eye contact, and keeps focus on the guest
Associate exhibits an genuine sense of interest and concern for guest’s satisfaction
Associate exhibits the ability to anticipate needs; not always requiring prompting by guest (i.e.
asks questions such as up vs. rocks, preferred liquors, desired garnish for martini, etc.)
Associate can helpfully discuss details of beverages & bar offerings including varieties of
liquors, beers and wines, as well as dining selections.
Associate appears to be extremely well-informed about requirements within their department.
Associate uses the guest’s name effectively as a signal of recognition.
Associate politely closes interactions with final appreciative or anticipatory remarks.
Associate is attired in professional, clean and well fitted uniforms.
Associate is extremely well groomed.
Associate maintains alert posture; no hands in pockets, folded arms; associate avoids
excessive personal chatting amongst themselves; associate does not smoke, drink, or eat in
guest view.
Associate has a discreet demeanor; attentive but not hovering or appearing to rush guests at
any time.
Associate does not decline any request without offering appropriate alternatives.
Associate presents first drink within 5 minutes of seating at a cocktail table and within 4
minutes at the bar counter.

Bar or Lounge Service

Associate offers follow-up rounds discreetly within 1 minute of glass being empty.
Associate ensures that all items ordered are served accurately and associate does not have
to ask who ordered what.
Associate will deliver wine by the glass service including the demonstration of the label and
pouring at the table or the bar.
Associate will offer a tasting sample to the guest
Associate will present all mixed drinks with modified or full club service.
Associate will ensure that all beers are served in chilled or frosted glassware.
Associate will conveniently and discreetly present and collect bills which are accurately
prepared for the guest.
Associate does not attempt to collect check until the guest indicates that he is complete.
Associate proactively keeps tables clean by removing soiled glasses, ashtrays, etc.
 Associate ensures that when finger foods or snacks are ordered / served, linen napkins are
always provided for the guest.
Associate ensures that all drinks are served atop a coaster or napkins, never set directly atop
the table.
Associate ensure that service stations, bar counter, back bar area, etc. is always very neatly
maintained and eye appealing.

Staff
All associates exhibit a professional vocabulary
Guests are graciously escorted to areas when directions are requested
All associates consistently maintain eye contact with guests
There is evidence that all associates are empowered by management to resolve guest issues
immediately
All associates are appropriately attired; name tags
All associates are enthusiastic and attentive with guests
All associates will use the guest’s name as much as possible if known
“Asking” questions (rather than “Demanding” questions) will be used with guests
All associates will be knowledgeable of the hotel, its services and amenities – always
suggesting its own outlets first to our guests.
Associate demonstrate anticipatory services when interacting with guests

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Associate’s Signature Date

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Supervisor’s Signature Date