Sample Report. Prepared for

Transcription

1 Prepared for

2 Red Lounge Thursday, February 5, 2009 Information Reservationist Bartender Host 1 Host 2 Manager Server N/A Chris M 6 2, no name tag, short brown hair Cassandra Arrival Time Departure Time Check # Table # Check Amount All Items Billed 6:25:00 PM 8:35:00 PM $75.00 Yes By Department (Standards Fulfilled Less than 50% Over the last 6 months) Red Lounge % Standard Department Starwood % Scale % Bartender greeted/acknowledged you in a timely 15 manner. Bar Bartender smiled; established approachability. Bar REVGEN-Upsold liquor, beer, and wine. Bar REVGEN-Check(s) was produced after each order (hard copy). Bar REVGEN-Receipts were given with cash change. Bar You were thanked with eye contact when you paid. Bar Bar/cocktail tables promptly cleared and cleaned after guest(s) depart? Bar Pour sizes were consistent. Bar REVGEN-Menu was offered to guest. Bar Cocktail server smiled, made eye contact with everyone in the party. Bar Cocktail server was available and readily accessible Bar Restrooms were neat, stocked and odor free. Facility 47 50

3 Executive Summary Upon entering the hotel the evaluator was promptly greeted and given direction to the lounge. The bartenders at the downstairs bar were efficient and professional, although inconsistencies were observed in alcohol pour counts, receipts were not provided for each transaction, and the staff was not viewed as particularly friendly or engaging. Jennifer provided prompt and friendly service at the Red Lounge and offered recommendations on wine when requested. Table service in the downstairs bar was inconsistent and tables were not promptly cleared. The fashion in which the check was handled by a server left the evaluator with an unfavorable impression. Overall, the food and drink quality were viewed as high and the evaluator would return based on the experience. Fulfillment Overall Bar Facility 12/18/ % 63% 83% YTD 60% 50% 90% Starwood Hotels & Resorts YTD 80% 77% 92% Scale YTD 86% 86% 95%

4 Service Hospitality Attention to Detail Revenue Generation Food 12/18/ % 40% 82% 56% 100% YTD 75% 60% 75% 20% 96% Starwood Hotels & Resorts YTD 80% 80% 91% 62% 50% Scale YTD 86% 81% 94% 70% 92%

5 Red Lounge Thursday, February 5, 2009 Bar Fulfillment Comment 1 Bartender greeted/acknowledged you in a timely manner. 1 / 1 within one minute 2 Bartender smiled; established approachability. 1 / 1 Chris 3 Bartender was helpful and knowledgeable with questions. 1 / 1 4 REVGEN-Upsold liquor, beer, and wine. 0 / 1 not always 5 REVGEN-Menu was offered to guest. 0 / 1 menu not offered 6 Pour sizes were consistent. 1 / 1 7 Drink was properly prepared: Chilled glass, ice level, etc. 1 / 1 8 Ice scoop was employed. 1 / 1 9 Glasses not handled near rim. 1 / 1 10 Garnishes fresh & appropriate. 1 / 1 11 Drinks were served within three minutes of order. 1 / 1 within one minute 12 REVGEN-Transaction was rung immediately. 1 / 1 13 REVGEN-Check(s) was produced after each order (hard copy). 1 / 1 14 REVGEN-Receipts were given with cash change. 0 / 1 not immediately 15 REVGEN-POS drawer closed between transactions. 1 / 1 not immediately 16 You were thanked with eye contact when you paid. 1 / 1 17 REVGEN-Refills proactively offered BEFORE drinks were empty. 1 / 1 18 Staff not eating or drinking in public view. 1 / 1 19 Beverage menu/wine list was clean, no misspellings. n / a menu not offered 20 Bartop wiped and clean; no sticky or wet spots. 1 / 1 21 Back bar was maintained neatly. 1 / 1 22 Bartender was available to all guests, made eye contact; courteous. 1 / 1 23 NO intoxicated patrons were being served alcohol. n / a none observed 24 Patrons of questionable age were asked for identification. 1 / 1 25 Uniform pressed; hair neat, shoes shined; no sneakers. 1 / 1 26 Misappropriation of funds was not observed or suspected. 1 / 1 27 Free drinks were not served. 1 / 1 28 Drinks prepared for servers were accompanied by tickets? 1 / 1 29 Cocktail server smiled, made eye contact with everyone in the party. 1 / 1 30 Cocktail server was available and readily accessible 1 / 1 long delay in food delivery 31 Cocktail server thanked guest. 1 / 1 32 Bar/cocktail tables promptly cleared and cleaned after guest(s) depart? 1 / 1 33 There were no significant disappointments in regards to food items. 0 / 1 Mediterranean dip & chicken fingers were disappointing

6 I approached Red Lounge at 6:31 PM on Thursday, February 5, At this time there was one bartender, Chris (name tag), and two servers, Jennifer (name tag) and server #1 (Male - 6'1", short brown hair, could not read name tag), seen attending to guests. There were approximately eight guests sitting at the bar and 10 guests sitting at tables throughout the restaurant. Approximately one minute after I took a seat, Chris approached me and smiled, made eye contact, and said, "Hello, can I get you something to drink?" in a friendly tone of voice. I ordered vodka and Seven-Up. Chris did not ask if I had a vodka preference. Chris immediately prepared the drink, using an ice scoop to add ice to the glass. He poured an even four count into the glass, and used the beverage gun to top off the drink with the appropriate mixer. It appeared that he used a well brand vodka, since it was not a top shelf brand that I recognized. Chris garnished the drink with a lime wedge and placed it in on an unwrinkled napkin in front of me on the counter. He held the glass from the bottom and not near the rim of the glass. The drink was served approximately one minute after I had order it, at 6:34. Chris asked me if I wanted to start a tab or if I wanted to pay then. I requested the latter, and Chris stated the total of $7.50. He walked away to assist another guest. Approximately two minutes later, he returned to pick up the payment. I handed him a $20 bill. Chris immediately rang the sale at the POS system, put the $20 bill in the cash drawer, withdrew the change, and closed the cash drawer. He promptly returned with $12.50 change. I placed a tip on the bar, which was not picked up for the remainder of our visit. A receipt was not presented to me initially or upon receipt of the change. Less than six minutes later, Chris asked me if I would like a refill or another drink. At that time, my drink was about one-fourth full. I told him I was waiting for a friend to arrive and would wait until then to order another drink. Chris then filled a silver dish with some spicy bar snacks and placed the dish in front of me. I thanked him and he walked away. Shortly after 6:40, I witnessed Chris ask the three guests that were together sitting to my right if they needed refills. They all responded yes. Chris efficiently prepared the drinks and placed them in front of the guests on clean napkins. Chris asked if they wanted him to update their tab, and he immediately went to the POS system, keyed in the sales, and returned with a check in a check presenter. He placed the check presenter in front of one of the guests. At 6:52, my guest arrived and sat at the bar with me. Immediately, Chris approached us, placed a cocktail napkin in front of my guest, and asked my guest if he could get him anything. My guest asked for vodka and soda. Chris asked him if he had a vodka preference. My guest said he preferred Smirnoff. Chris prepared my guest's drink immediately, utilizing an ice scoop to add ice to the glass. He poured a four count of liquor, filled with appropriate mixer and garnished with a lime wedge. The drink was placed on an unwrinkled napkin in front of him on the counter. The glass was held from the bottom and not near the rim of the glass. The drink was served within two minutes, at approximately 6:54. Within a few minutes of serving my guest's drink, I witnessed Chris ring in a sale at the POS system. However, since we did not immediately receive a check, I did not know if he was ringing in my guest's drink specifically. Shortly after, I observed the three male guests request to close out their tab. Chris asked for a preference for single or separate checks. Chris immediately printed out the check and presented it to the group. One of the guests immediately placed his credit card in the check presenter. Chris took the presenter, rang up the credit card transaction, and returned the card and voucher to the guest. Shortly after, the three guests departed and with a smile and in an upbeat voice Chris said, "Thank you. Have a nice night." At 7:09, I requested the check from Brandon. Chris immediately returned with the check in a clean check presenter. I placed $10 in cash in the check presenter and Chris promptly picked it up. Without looking inside the check presenter he asked us if we needed any change. With a smile and in a polite tone of voice, Chris nodded and said, "Thank you." I did not indicate one way or the other if I needed change, but since he interpreted it as such, I did not say anything further. We thanked Brandon. He smiled, made eye contact, and said, "Thank you," in a friendly tone of voice. All mixed drinks prepared were poured with an approximate four second count. Ice scoops were employed when applicable and drinks were served in clean glasses, filled to the brim. Garnishes were fresh and attractive and all drinks were placed on clean, unwrinkled cocktail napkins. I did not observe a drink served that did not have a corresponding POS entry. Tabs were updated after each individual transaction had occurred. I did not witness any mishandling of money. At times, I witnessed Chris ring in a sale at the POS system, open the cash drawer, then become distracted by a question by a server, and he would

7 turn away while the cash drawer was open to speak with the servers. He did not walk away from the drawer. The cash drawer never appeared to open for more than one minute at a time. Chris diligently served other guests and automatically updated their tabs. He continually worked with enthusiasm and a smile on his face. I did not view any staff members accessing personal belongings, eating, or drinking any alcohol. I also did not see Chris touch his mouth, face, or hair. The bar top was consistently kept clean by Brandon. He continually wiped down the bar top with a cloth towel. Dirty glasses were consistently taken off of the bar, and I never noticed any clutter. The back of the bar was attractively organized. The bottles were attractively arranged on the back bar with all the labels facing out. Shortly after 7:17, my guest and I self seated ourselves at a cocktail table. Three minutes later, at 7:20, Jennifer (name tag) approached my guest and me at the table. She made eye contact, smiled, and said, "Good evening" in a friendly tone of voice. She asked us if we would like to order drinks. I ordered vodka and Seven-Up and my guest ordered a draft Guinness. She did not ask me if I preferred any particular brand of vodka. Before Jennifer departed, she asked us if we would like menus. We responded positively, and Jennifer returned within one minute with two clean menus. Approximately five minutes later, at 7:26, Jennifer placed the drinks in front of my guest and me. She asked if we were ready to order. I requested a recommendation from Jennifer on what she thought about the Mediterranean dip appetizer. She responded positively, stating that it was really good. My guest and I ordered the Mediterranean dip, onion rings, and chicken fingers. At 7:47, approximately 21 minutes after ordering, Cassandra (name tag) delivered the food. He realized the current table was too small to accommodate the three appetizers. Cassandra immediately grabbed a coffee table from nearby and pulled it up next to our table. He then placed the onion ring dish on the coffee table and the Mediterranean dip and chicken fingers on our table. As he set each item down, he identified what the dish was. He then asked us if there was anything else he could get. We requested ketchup and honey mustard. Cassandra said he would be right back with the ketchup and honey mustard. One minute later, Jennifer checked in on my guest and me to see how everything was. I let her know that we had asked Cassandra for ketchup and honey mustard. She said she would check to see the status of our request. Shortly thereafter, Cassandra returned with the honey mustard. When I asked for ketchup, he grabbed a new bottle from the next table and opened it for us. He asked if anything else was needed. We thanked him and he left. At 8:05, we requested the check from Jamie, who already had the check prepared and handed the check presenter to me. The check appeared to be accurate, and I placed $51.00 in cash into the check presenter. Shortly after, Jennifer came back by the table and picked up the check presenter. Jennifer asked if we needed any change, and we told her that we did not. She smiled, made eye contact, and said in a genuine voice, "Thank you," adding to please let her know if anything else was needed. My guest and I departed at 8:12. At that time, there was one guest on the couch getting up to leave since the game was over; approximately ten guests sitting at a table, including the high top table; and five to six guests at the bar. No one acknowledged us upon our departure. Mediterranean Dip The Mediterranean dip was served room temperature. The two humus dips and the cucumber salad looked appetizing. The presentation was attractive. The portion size was adequate for two to three guests. The humus dips met expectations. However, the cucumber salad was disappointing. It was dry and tasted strongly of onions. Additionally, my guest and I were disappointed that the appetizer was served with actual crunchy pita chips rather than fresh and warm pita bread. Chicken Fingers The chicken fingers were served hot. They were served in a tortilla cone in a spiral designed basket. The dish was served with two dipping sauces, barbecue sauce and ranch dressing. The presentation was fun. The portion size was generous and more than adequate for two guests. The chicken fingers were bland in taste and did not meet expectations. Total Bar 27 / 31 87%

8 Facility Fulfillment Comment 1 CARPETS/FLOORS/WALLS: Clean, no debris, cracks or stains. 1 / 1 2 LIGHTING: appropriate, no burned out bulbs. 1 / 1 3 TABLES/CHAIRS: sturdy, no scratches or debris. 1 / 1 4 Check presenter was clean; good condition. 1 / 1 5 Restrooms were neat, stocked and odor free. 1 / 1 6 Trash receptacle not overflowing. 1 / 1 The lounge had a large sign, which made it easy to locate once inside the Red Hotel. The building perimeter, as well as the inside and outside entryways, appeared clean. Windows were free of streaks. The inside of the restaurant was well lit. There was no music, which felt appropriate because all the large flat screen televisions were showing an NBA game. The television volume was appropriate, since everyone there was interested in the football game. The temperature in the dining room was comfortable. I did not notice any service stations in the dining room. The menus appeared in excellent condition. I did not detect any spelling errors on the menu. All of the china, linens, glassware, and silverware appeared clean and without defects. The chairs were comfortable, and both the tables and chairs in the dining room were sturdy. The couches appeared to be in good condition, as well. The tables were spread out, allowing for privacy. I visited the women's restroom at approximately 7:00 PM. I found the restroom to be clean and odor-free. The counters and floor were clear of debris. The trash receptacle was only partially full. The mirrors were clean and without noticeable smudges. The restrooms were properly stocked with toilet paper, seat covers, soap, and paper towels. Total Facility 6 / 6 100%