The Brilliant Basics to Exceptional Service

– Acknowledges guests request for bill/instructions for billing by saying: “With pleasure,
Mr/s… (Name of guest)”.
– Enquires about guests satisfaction by saying: “How did you enjoy your meal, Mr/s … (name of guest)?”
– Acknowledges guests feedback by saying: “Thank you Mr/s (guest name)”. – Retires with a courtesy bow while smiling and keeping eye contact

Team-member ensures that bill has been accurately itemized and totaled, bill is legible, machine-imprinted and clean, before presenting it in a clean folder (or equivalent) with hotel pen and proceeding to guests table within 1 minute of request.

Waiter presents the bill folder on the right hand side of the guest/host (person requesting the bill) with a smile and eye contact by saying: “Please Mr or Mrs (name of guest)” and leaves the table with a courtesy bow, allowing the guest to peruse the bill.

Waiter returns back to collect and process bill/payment, within 4 minutes of guest making payment or signing, with a smile and pleasant eye contact.
– Takes one-step backward and verifies discreetly if payment is correct and guest has written his/her room number, name and signed the bill.
– Thanks the guests and retires with a courtesy bow, smile and eye contact by saying: “Thank you Mr/s … (name of guests)”.
– Bill charge is properly posted to guests account as per resort billing procedure. – In case of cash payment, a receipt is automatically offered, and correct change is returned (as applicable).
– In case of credit card payment, guests are invited to sign the credit card slip and a receipt is presented together with the guests copy of the credit card slip (as applicable).