artotel_less_arty_issues_v2_180910

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22. Bills are only presented upon guest request and then
delivered within 1 minute.
23. Guests are assisted with leaving, thanked by surname for
their visit and invited to return to the restaurant.
24. Guests who want to are able to complete dinner within 90
minutes (appetiser, main course, dessert and coffee).
25. Vacated tables are cleared promptly manually in a nonobtrusive
manner and reset within 2 minutes.
Destination bar presentation
1. Upon entering, the guest experiences a Hotel Bar that is
clean, inviting and fresh smelling.
2. Furniture are neatly arranged, are in as-new condition and
free of stains, holes, tears and cushions are ‘puffed up’.
3. Service and bar counter are in as-new condition and free of
stains.
4. If food is served, cutlery is clean, without spots and not bent
or discoloured.
5. Glasses are well polished, clean and without cracks,
smudges or fingerprints.
6. Bar tables are clean, without flaws and stable
7. The carpet is clean and free of stains, debris, tears, loose
seams or threads, discolouration or visible wear.
8. Paint is fresh, clean, not chipped and free of stains.
9. Walls, ceilings, skirting boards, vents and woodwork are
clean and free of scuffs, scratches and stains.
10. If used, linens are in as-new condition, well pressed, fresh
and free of discolouration, stains and holes.
11. Windows, glass doors, mirrors, sills and frames are clean,
without streaks or smudges.
12. Windows and doors are secured and easily opened
without squeaks or obstructions.
13. Drapes and blinds are free of stains and holes; they hang
properly and close properly.
14. Lampshades are clean and free of stains, tears or
discolouration.
15. Signature artwork is hanging straight at the correct height
and in good condition.
16. All electrical switches are in good working order.
17. Light fixtures are uniform, dust free and working.
18. Telephones are clean; a notepad with pen is available next
to the telephone.
19. Bar Drinks Menus are clean, without spelling mistakes,
tears, creases or pen marks.
20. Music is clear and at the appropriate level to time of day.
Destination/hotel bar
1. At the Bar counter, guests are greeted within thirty (30)
seconds of arrival.
2. At cocktail tables in the Bar area, guests are greeted and
invited to seat themselves.
3. Table service is to be offered at all times
4. Bar Team Members will be knowledgeable of drinks,
cocktails and mixers available. Special requests will be noted
and every effort will be made to accommodate guest’s’ request
(e.g. cocktail or drink not on the list).
5. The Bar drinks and appetiser menu is visible on the Bar
counter and pre-set on the tables.
6. After 5pm local time, a quality complimentary savoury snack
is presented with drinks.
7. Snacks are completely replaced when the guests eating the
snacks leave and are otherwise replaced when less than a
1/4 full.
8. Beverage orders are taken within 60 seconds of seating.
9. Bar Team Member explain any promotions or special offers,
then take and confirm the order.
10. Drinks are served within 3 minutes of ordering, delivered
on a tray with a napkin.
11. Drinks are prepared as requested, served at the proper
temperature and in the appropriate stemware.
12. Food orders are taken after delivery of the initial drink
order.
13. Food is served within 10 minutes of the order.
14. Snack dishes are cleared within 3 minutes of being
finished.
15. Beverage refills are automatically offered before beverages
are less than 1/3 full.
16. Bartenders are experienced and knowledgeable, and are
able to create bespoke drinks according to guest’s preferences
17. Both floor staff and mixologists actively engage with the
guests, asking about their day, confirming dinner arrangements
in the restaurant, plans & recommendations for the evening.
art’otel brand book
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