The Slieve Donard Resort & Spa

Established 4* Hastings Group resort hotel. Adjacent to the Royal County Down Golf Club, rated the #1 golf links course in the World by professional criteria and aficionados. The hotel has a strong rapport with the American golfing fraternity. This is a first visit to the refurbished Chaplin's Bar and Lounge on Friday 3rd March 2017, 17:15 PM.

The 'Compromise and Complacency' as observed to the visual Work Environments and the guest service etiquette of the Personnel:

- 17:35 PM 3 guests in the Lounge vacate their table following afternoon tea. This table is soon reoccupied by another four guests at 17: 40 PM. However, the used afternoon tea china, silver and glassware on this table is 'not cleared' immediately by the guest service personnel until 18:05 PM, a time frame of almost '25 minutes' had elapsed ?

- Likewise, a gentlemen guest after finishing his pint of Guinness, vacates his table in the bar at 17:45 PM. The table is soon reoccupied by a couple at 17:48 PM. So as not to be an inconvenience, the male guest places the empty Guinness glass to a free area of the table. This 'empty Guinness glass' is eventually cleared from the reoccupied table at 18:27 PM, a time frame of around '39 minutes had elapsed' following the arrival of the new guests at the table ?

- Additionally during this time-frame, 4 Chaplin Bar guest service personnel were observed walking directly past this particular table, returning each time, and totally oblivious to the 'empty Guinness glass' on this reoccupied table ?

- It is basic hospitality etiquette that a service tray is always utilized when handling glasse in an open hotel environment occupied by guests. However, on 2 occasions a bar staff member is observed walking through the lounge holding clean wine and cocktail glasses 'by hand' and 'not using a service tray' ?

The General Manager Mr Stephen Meldrum, and the Resort Beverage Manager Mr Ruairi McLaughlin, are informed of the observations on Monday 6th March 2017, 12:02 PM.