Information
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Property Name:
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Property Code:
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Conducted on
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Audited Conducted by:
RESTAURANT - RESERVATION
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Enter Agent Name:
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Enter Restaurant Name:
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Reservation agent follows phone etiquette: <br><br>- phone answer within 3 rings<br>- hold time does not exceed 2 minutes<br>- agents introduces them self<br>- agent use guest name<br>- agent has a phone smile<br>- agent avoid dead space
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Reservation agent asks all required questions to meet standard:<br><br>- ask for date and time of reservation<br>- ask for number of guest<br>- ask if celebrating a special occasion <br>- ask about preference e.g. Seating indoor/outdoor or dietary restrictions<br>- attempt to up-sell
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Reservation agent confirms information:<br><br>- guest name and spelling<br>- time and date of restaurant reservation<br>- number of guests in party<br>- number of children in party
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Reservation agent provides a fond farewell (three steps of service):<br><br>- provide fond farewell e.g. Have a nice/pleasant stay<br>- offer additional assistance<br>- mention own name at any time during encounter
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Reservation agent uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- exhibit a "phone smile" throughout conversation <br>- employee engages in a warm conversation to connect to your emotions
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Reservation agent enhances emotional engagement (positive):<br><br>- confident<br>- integrity<br>- pride<br>- passion<br>
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Reservation agent enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- passion
RESTAURANT - LUNCH/DINNER
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Enter Restaurant Name:
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Enter Host/hostess Name:
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Host/hostess confirms arrival:<br><br>- confirm if reservation was made<br>- record guest arrival<br><br>Verify that host/hostess<br>- confirms correct details of reservation<br>- has record of your reservation<br>- note arrival in reservation book or computer<br>
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Host/hostess seating procedures meet standard:<br><br>- offer to hang guest's coats<br>- provide table within 5 minutes of reserved time (if guest waits for table, inconvenience is acknowledged <br>- table is set up with appropriate place setting<br>- correct number of place setting - remove extra place setting<br>- pull chairs<br>- offer dark color napkins <br>- wish guest an enjoyable meal<br>- if menu is provided by employee, ladies first<br>
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Host/hostess takes pride in and care of personal appearance:<br><br>- follow grooming, appearance and uniform standards
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Host/hostess provides a warm welcome (three steps of service):<br><br>- make immediate eye contact, smile and acknowledge you<br>- acknowledge you if you are waiting in line<br>- provides eye contact and smiles throughout the warm welcome<br>- employee ask for name and uses it throughout transaction
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Host/hostess uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- smiles, maintains eye contact <br>- offers to escort rather than pointing direction<br>- maintain "on-stage" presence with proper posture<br>- employee engages in a warm conversation to connect to your emotions<br>- only engages with work related conversation with other employees
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Enter Server's Name:
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Server is knowledgeable about menus and uses suggestive selling<br><br>- inform guest of specials and/or house specialties <br>- provide recommendations of menu items<br>- be knowledgable of wine list<br>- offer desserts and provide recommendation, suggest coffee/espresso
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Server greeting and order taking meets standard:<br><br>- offer beverage<br>- offer bottled, still or sparkling wine water<br>- Provide bread and accompaniment e.g. Butter, oil, spread. Explain bread service, if butter served, must be a room temperature<br>- take order first - ladies<br>- repeat order back to guest to ensure accuracy
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Food & Beverage service must be provided in a timely fashion:<br><br>pace of meal:<br>- guest is seated within 5 minutes of reservation time<br>- server must approach table within 30 seconds after being seated<br>- water served within 2 minutes after being greeted by server<br>- beverages (no water, coffee or juice) served within 2 minutes of order<br>- wine bottle presented within 3 minutes<br>- appetizers brought within 10 minutes<br>- all subsequent courses delivered within 3 minutes<br>- if entree is ordered without appetizer, it is served within 15 minutes of taking the order<br>- coffee with accompaniments presented within 3 minutes<br>- dessert menus presented within 3 minutes after previous course has been cleared<br>- dessert is served within 5 minutes of order<br>- check is presented within 3 minutes from request<br>- total maximum cycle: 60 minutes for Lunch and 90 minutes for dinner<br><br><br><br><br><br><br><br><br><br><br><br>
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Beverage service and accompaniments meet standards:<br><br>Mixed drinks:<br>- employee must place a beverage napkin <br>- must be served with a fresh garnish<br><br>Wine by the glass must be 6 oz pour<br><br>Iced tea service:<br>- ice cubes solid<br>- iced tea spoon<br>- lemon wedge<br>- liquid sweetener<br><br>Coffee service<br>- must ask for preference of accompaniments e.g. Sugar, milk, cream etc.<br><br>Espresso/espresso type beverage<br>- must be served in appropriate cup<br>- must be presented with sugar and/or sweetener at or before table time of delivery<br><br>Tea service:<br>- if served loose: brewed in pot, strainer provided<br>- if served with tea bags: presented in a service box/tray, served with pot of hot water<br>- server must ask if guest prefers honey and lemon or milk<br>- requested accompaniments must be delivered at or before time of delivery<br>
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Server provides exceptional service:<br><br>- courses simultaneously brought to the table, ladies first, food delivered to correct position without asking<br>- server asks if food is satisfactory at every course and takes corrective action if needed<br>- courses were not cleared before finished or without asking if finished<br>- glasses were not lifted from the table unless there is a physical barrier<br>- repeat back beverage type when offering to refresh beverage<br>- napkin folded when the guest is away from the table<br>- pace of meal is not noticeable; service is not delayed or rushed<br>- Food & Beverage served from the right<br>- plates are cleared from the right<br>- sauces and passed items are served from the left<br>- table was crumbed after completion of entree<br>- salt and pepper shakers, bread, butter plates removed after entree<br>- single dinner offer reading material<br>- children are provided with an appropriate drop snack prior to bringing the meal<br>
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Server property presents the check:<br><br>- accurate and complete<br>- presented inside a Ritz-Carlton folder with a Ritz-Carlton pen<br>- present after guest refuses another round
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Table enlivens the senses:<br><br>Tables must minimally:<br>- be clean and in good condition<br>- bud vase/arrangement is neat, fresh and presentable <br>- flatware - free of tarnish/wear<br>- lines neat <br>- napkins - pressed<br>- salt and pepper are present<br>
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Restaurant menu and food quality meet standard:<br><br>Menu<br>- be clean and in good condition<br>- contain signature food and/or beverage offerings - must be identified on menu or verbally explained by server<br>- explain specials<br>- offer minimum of 16 wines by the glass<br><br>Children menu meets the standard:<br><br>- include items made with organic, hormone free, preservative free ingredients (items must be designated in menu)<br>- include minimum of 1 gluten free item<br>- have a flat price including entree and beverage<br>- have 5 healthy options<br>- no list soda/soft drink in the children section<br>- be branded as Ritz-Kids<br><br>Food presentation:<br>- be of high quality and fresh<br>- adequate in portion size<br>- delivered at the right temperature (cold/hot/warm)<br>- properly prepared (well-done, salty) etc.<br>- show attention to detail and visual appeal<br>- cold beverage must have a fresh garnish
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Restaurant provides an enjoyable ambiance:<br><br>- lighting e.g enable guests to read <br>- restaurant exhibits/displays tables - professional appearance <br>- music - not obtrusive to conversation <br>- plants - live or fresh floral displays<br>- room temperature - comfortable <br>- tables - uniformly set
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Employee owns and resolves guest's requests and opportunities immediately:<br><br>- listen actively <br>- empathize <br>- apologize<br>- resolve<br>- notify
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Server takes pride in and care of personal appearance:<br><br>- follow grooming, appearance and uniform standards
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Server provides a warm welcome (three step of service):<br><br>- make immediate eye contact, smile and acknowledge you<br>- provide eye contact and smiles throughout the warm welcome <br>- ask for a name and uses it throughout transaction
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Server provides a fond farewell (three steps of service):<br><br>- provide fond farewell e.g. Have a nice/pleasant stay<br>- offer additional assistance<br>- mention own name at any time during encounter
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Server uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- smiles, maintains eye contact <br>- offers to escort rather than pointing direction<br>- maintain "on-stage" presence with proper posture<br>- employee engages in a warm conversation to connect to your emotions<br>- only engages with work related conversation with other employees
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Server anticipates needs:<br><br>- employee must offer a service/solution/opportunity to meet an anticipated need
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Server enhances emotional engagement (positive):<br><br>- confident<br>- integrity<br>- pride<br>- passion
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Server enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- passion
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Restaurant Area Cleanliness - Floor
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Restaurant Area Condition - Floor
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Restaurant Area Condition - Furniture, Equipment, Décor Items
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Restaurant Area Cleanliness - Walls, Doors, Ceiling, Windows/Treatments
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Restaurant Area Condition - Walls, Doors, Ceiling, Windows/Treatments
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Restaurant Area Cleanliness - Furniture, Equipment, Décor Items
