HOST Inc. Service 3

Brand Standards and Service Excellence From the Expert's Point of View ..... Mystery Shopping Made Simple ..... Mystery Shopping Solutions .....

The following is a summary of the categories and sub-categories for which we have designed comprehensive inspection criteria and performance standards:

General Style Of Service

	Associate Courtesy & Enthusiasm
	Associate Appearance & Uniform Standards

Telephone Courtesy

	Associate Telephone Etiquette
	Placing Caller On Hold
	Call Transferring Service

Communication Skills

	Conversation Techniques
	Providing Information To Guests
	Situation Analysis & Resolution

Food & Beverage Outlets-General

	Signage
	Baseboards, Ceilings, Floors, & Walls
	Decor & Ambiance
	Centerpieces/Flowers/Plants
	Public Telephones
	Non-Smoking Areas
	Windows & Draperies
	General Housekeeping & Preventative Maintenance

Tables, Chairs, & Linens

	Tables & Chairs
	Table Linen

Chinaware, Flatware, Glassware, & Hollowware

	Chinaware
	Glassware
	Flatware
	Chaffing Dishes

Restaurant Meal Service Standards

	Host/Hostess Service Standards
	Food Server Service Standards
	Food Quality Evaluation
	Condiments/Seasoning/Dairy
	Coffee & Tea
	Mineral Water
	Wine List
	Supervisor/Manager

Lounge Service

	Lounge Bartender/Server Service
	Bartender/Server Honesty and Integrity

Room Service

	Order Evaluation
	Delivery Attendant Evaluation
	Table Top, Food & Beverage Presentation

Food & Beverage

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