THE 50 BASICS = WHAT GUESTS GET UPSET OVER MORE THAN ANYTHING ELSE

1. 2. 3. 4. When ashtrays have more than 2 butts in looks dirty. When salads are served at room temperature. When water glasses are not automatically refilled and they have to ask. When hot food and beverage is served on cold plates or in cold cups and arrives to guest is cold. 5. When hot food is not hot and when cold foods is room temperature. 6. When the Room Service phone rings more than 3 times before being answered. 7. When a guest gets put on hold for more than 30 seconds. 8. When dishes or glasses are chipped. 9. When cutlery on tables is spotted or dirty. 10. When glasses are streaked, water marks. (Hold them up to light and youll be shocked). 11. When menus or placemats are ripped, stained or smudged. 12. When bread or rolls are stale around the edges. 13. When the restaurant have not enough menus to offer to customers. 14. When salad bars or buffet lines is not replenished. 15. When guests wait for 3 minutes without having a drink order taken. 16. When food sits in the window waiting to be picked up. (Food = Chef). 17. When we run out of China, Silver or Glasses. 18. When cutlery are set crooked on tables. 19. When the Tabletop is not picture perfect. 20. When sugar bowls are dirty inside. (Take the sugar packets out and look inside). 21. When salt and peppers are greasy to touch, half empty or when ketchup bottles are coated at the neck. 22. When we run out of any item in any bar or restaurant at anytime. 23. When service personnel have the IM doing you a favor attitude. 24. When Banquets or coffee break start late. 25. When soft drinks come out Flat. 26. When debris, bits of paper and food is not immediately picked up from the carpets or floors in restaurant and bars. 27. When Room Service trays and tables stay on guest floors more than 3 hours. 28. When restaurants and bars open late or closed early. (Regular hours are printed and posted all through the hotel and guest rooms). 29. When a Guest pays top Dollars for quality food and beverage and does not get it. 30. When a guest orders the Description on the menu and gets something else. 31. When a Guest pays top Dollars for sleeping rooms and cant get quick, hot, courteous breakfast the following morning. 32. When a Guest travels all evening to get the Hotel and than cant get a quick 1st class sandwich or couple eggs (hot and fresh). 33. When guests dont get seated; see empty tables and dont get P.R. or Strokes while they stand in line. 34. When chairs and booths are dirty, stained, or have crumbs on them. 35. When Guests who comes for breakfast is not attended and seating immediately and waits more than 3 minutes for coffee or tea service.

36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 47. 48. 49. 50.

When Room Service says 30 minutes and it takes 45 minute to get the order. When coffee is not steaming hot. When fruit garnish in Bars or Room Service is dried out. When Buffet Tables or Salad Bars are not replenished quickly. When orders arrive and they are incomplete, or service people ask, Who gets what? When coffee cups are stained. (Check inside of yellow mugs and white cups). When Bud Vase water is murky or flowers wilted. When Tables or Meeting Room linen has small holes, rips, or burns. When tables and chairs are wobbly. When greasy, dirty rags are used to wipe down tables. When guests do not get recognize by a smile, a Hello, or Eye to eye contact. When frozen dessert is served at a banquet and it is so hard the guest cannot possibly get a spoon into it. When Guests are on a tight morning schedule and cant get in and out of the coffee shop in 25 minutes. When a guest gets their food check and it is sloppy, wet, or stained. When guests are drinking and have nothing to nibble on.