Service and Integrity Standard Audit

Name of who's conducting role-play

Date *

Name of team member who did role-play *

Step of Service #1 - Opening Act

Team member is well positioned and warmly welcomes the guest within 5 minutes of being set up. (1 Pt) *

Ex: A smile is used, the server seems happy to see you, eye contact is used, etc.

(Verbal greeting) Ex: Great Morning / Afternoon / Evening, Welcome to Paradise.

Team member introduces themselves to the guest and repeats the name back once they obtain the guest's name. (2 Pt) * Team member should share their name without being prompted.

Team member obtains guests name (1)

Team member introduces themselves to the guest by providing their name(1)

Team member did not introduce themselves OR obtain the guests name. (0)

The team member maintains great posture, smiles, eye contact, and attentive listening. (1 Pt) *

Did the attendant have an appropriate pace throughout the interaction?

The team member uses appropriate verbiage (no slang, phrase fragments or casual verbiage during interaction). (1 Pt) *

Team is highly articulate and avoids slang and excessive use of phrase-fragments. (ex: Does not say shortened phrases like "ready for the check?" "any allergies today?" "finished with that?")

Well-groomed & Immaculate Uniform? Team member is exemplifying BB & Property's uniform standards (1 Pt) *

Step of Service #2 - Elevate the Production.

Server automatically provides a paper menu or QR code for the guest to view the menu offerings. *

Water is proactively provided or offered within five minutes *

Did the server make any suggestions or recommendations? *

Server uses descriptibe, high-value adjectives when describing food and beverage items

Was the server/runner able to perform the requirements of their department knowledgeably and proficiently? Capable of answering questions about the property, menu, or obtains effective and prompt assistance. *

Did the server attempt to elevate your drink order? (ex: add a floater, upgrade to pitcher or bucket, premium liquor, etc.) *

If applicable, did they ask for an ID to order alcoholic beverages? *

Yes (1)

No (0)

NA - Did not order alcoholic beverage (1)

Did the server attempt to elevate your food order? (ex: add protein, add a premium side, add bacon, avocado, etc.) *

Did the server inquire of any allergies? *

Server repeats the entire order back to the guest, confirming any modifications, allergies, or dietary restrictions. *

Did the server inform the guest how to request additional service, reinforcing that the staff will be making frequent rounds to anticipate needs and prevent the guest from having to approach the F&B hut? (1 Pt) *

Did the team not decline a request without offering alternatives?*If this moment does not occur during shop to exemplify, please mark as NA *

Step of Service #3 - Inspect What You Expect

Did the runner/server verify your order before dropping it off to you? *

Were food/beverages distributed correctly to all guests and not "auctioned off"? *

Step of Service #4 - Close the Curtain

Did the team ask permission prior to removing any plates, glassware, or trash? *

Did the server verify your receipt before leaving it with you? *

Did the server advise if gratuity was already included? *

Did the server proactively initiate conversation to establish a personal guest connection ? (1 Pt) *

Did the server attempt to provide a memorable guest experience?

Close interactions with sincere farewell and show appreciation. Team member reminds the guest of their name as well as utilize the guests name when closing. (3 Points) *

The attendant successfully concluded the interaction with a sincere closing. (1 Pt)

Attendant's own name was shared again (1 Pt)

Attendant used guest's name (1 Pt)

Closing was incomplete and unsincere

Summary of Roleplay - Detail all missed points here:

Overall total score (out of 26)

1 Hotel Roleplay - BB SOS

Step of Service #1 - Opening Act

Step of Service #2 - Elevate the Production.

Step of Service #3 - Inspect What You Expect

Step of Service #4 - Close the Curtain

1 Hotel Roleplay - BB SOS