000G1 Customer Experience & Journey

• Conducted on

  Date

• Prepared by

• Location
  Address

• Are customers acknowledged immediately on<br>entry?( within 10 seconds)

  Yes

  No

  N/A

• Did the customers receive a warm welcome<br>(smile, eye contact & a ‘hello’)?

  Yes

  No

  N/A

• Does the team member have on their correct clean<br>uniform and following correct hygiene standards?

  Yes

  No

  N/A

• Are all menus explained to the customer<br>(Food/Drinks/Specials)?

  Yes

  No

  N/A

Upsell Drinks

• Were the customers offered wine at the start & a<br>2nd drink throughout the dining experience?

  Yes

  No

  N/A

Upsell Food

• Were Starters and sides offered when taking the food order?

  Yes

  No

  N/A

Serve Food and Quality Check

• Was food served to standard & any redundant<br>items removed?

  Yes

  No

  N/A

• Was a quality check completed using an open<br>question. Never alright or okay?

  Yes

  No

  N/A

Upsell Desert and Hot Drinks

• Did the member of staff recommend dessert/hot drinks menus automatically after clearing mains plates?

  Yes

  No

  N/A

Bill and Thanks

• Does the team member present the bill within two<br>minutes of the customer requesting it on a tray with<br>a comment card?

  Yes

  No

  N/A

• Is conversation maintained with customer when<br>processing bill?

  Yes

  No

  N/A

• Is the team member working efficiently in their<br>allocated section?

  Yes

  No

  N/A

• Does the team member demonstrate a Wee Wow?

  Yes

  No

  N/A

• Does the team member display positive tone, words<br>and body language when serving?

  Yes

  No

  N/A

• Does the team member build rapport with the<br>customer?

  Yes

  No

  N/A

• Does the team member adapt service style to suit<br>customer types (eg Kids, students, business people)?

  Yes

  No

  N/A

• Does the team member say please and thank you<br>throughout service?

  Yes

  No

  N/A

• Does the team member offer a genuine goodbye?

  Yes

  No

  N/A

• What are the food/Bar service steps?

  Strong Answer

  Poor Answer

  N/A

• Give me 3 examples of items off your menu that you<br>can upsell?

  Strong Answer

  Poor Answer

  N/A

• How would you recommend your favourite dish/<br>drink to a customer?

  Strong Answer

  Poor Answer

  N/A

• How would you do a quality check and why?

  Strong Answer

  Poor Answer

  N/A

• Show how the bill is presented in your venue?

  Strong Answer

  Poor Answer

  N/A