Standards 1-27

Question 0

Standard #2

Answer 0

Offer first-time guest an orientation of the pool or beach facilities to include menu, changing rooms and a couple of distinctive features for that particular location.

Question 1

Standard #1

Answer 1

Greet guests promptly, offer choice of seating, set-up area by providing chaise lounge cover and towel.

Question 2

Standard #3

Answer 2

Offer guest the option to not be disturbed and mark chair or table accordingly.

Question 3

Standard #4

Answer 3

Accommodate guests who request shaded seating.

Question 4

Standard #5

Answer 4

Towels will be readily available, self-service if necessary.

Question 5

Standard #6

Answer 5

Provide complimentary water service and menus to all guests on arrival.

Question 6

Standard #7

Answer 6

Offer food and beverage service within 10 minutes of guest seating, where available.

Question 7

Standard #8

Answer 7

Every hour offer guests rotating amenities including small complimentary F&B items

Question 8

Standard #9

Answer 8

Offer to change the guest’s towels after four hours or sooner if appropriate, at a convenient and logical time for the guest.

Question 9

Standard #10

Answer 9

Be available so that a guest may get your attention quickly.

Question 10

Standard #11

Answer 10

Provide personal, natural and engaging service.

Question 11

Standard #12

Answer 11

Be able to confidently talk about the menu and facilities and create guest interactions that are genuine and customized.

Question 12

Standard #13

Answer 12

Customize suggestions by listening to guest preferences. Suggest items that will enhance their experience.

Question 13

Standard #14

Answer 13

Where offered, guest must be able to receive a one-course meal in 20 minutes, drinks only in 10 minutes from the time the guest orders. (Add 5 minutes for remote seating locations)

Question 14

Standard #15

Answer 14

Ensure food and beverage quality is excellent. Presentations are consistent and convenient.

Question 15

Standard #16

Answer 15

Serve order exactly as requested.

Question 16

Standard #17

Answer 16

Offer and serve appropriate condiments with right food at the same time or before if appropriate

Question 17

Standard #18

Answer 17

Suggest second beverages before guest re-orders, when appropriate top-up beverages before glass is empty.

Question 18

Standard #19

Answer 18

Keep guest’s seating area and table neat and tidy.

Question 19

Standard #20

Answer 19

Chairs and furnishings will be clean, in excellent condition and neatly arranged.

Question 20

Standard #21

Answer 20

Work areas should be neat and tidy, with guest information kept discreet and confidential.

Question 21

Standard #22

Answer 21

Sun protection products and reading materials will be readily available (retail or complimentary)

Question 22

Standard #23

Answer 22

Provide confident suggestions and answer questions based on thorough product knowledge.

Question 23

Standard #24

Answer 23

Ensure that all guests have an enjoyable and comfortable experience.

Question 24

Standard #25

Answer 24

Provide recognition and personalization to each guest. Using guest name when known.

Question 25

Standard #26

Answer 25

Promptly present and process payments seamlessly.

Question 26

Standard #27

Answer 26

A sincere thank you / farewell is offered upon departure using guest name when known.