8 Steps of Service

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by Marc Pastor

• Location
  Address

• Personnel

8 Steps of Service Audit

1 Welcome

• Welcoming is done promptly and by ALL staff members?

  Yes

  No

  N/A

• Welcoming, if not verbal, done using body language?

  Yes

  No

  N/A

2 Take guest to the table and hand out menu

• Guests are given a menu while waiting in the queue

  Yes

  No

  N/A

• Were the guests walk to the table, then given menus<br>

  Yes

  No

  N/A

• Guests are seated with an open menu and team member pointing out the drinks area

  Yes

  No

  N/A

3 Offer/Recommend drinks

• Is there any evidence of offering/recommending drinks (for example pointing out or physically showing)

  Yes

  No

  N/A

• If first timers, is the YO!ing done in an approachable manner and at a good pace?

  Yes

  No

  N/A

5 Take/recommend/order Food

• Is the Team member showing/pointing out food from the belt?

  Yes

  No

  N/A

• Is there evidence that the order is repeated back to the guests?

  Yes

  No

  N/A

• Is there evidence of telling the guests that food may arrive at different times?

  Yes

  No

  N/A

6 Check back / Offer recommend another dish or drink

• Is the check-back done within a reasonable time?

  Yes

  No

  N/A

• All empty glasses/bottles and lids are taken away?

  Yes

  No

  N/A

7 PATT

• Was there a final offer before guests requested the bill?

  Yes

  No

  N/A

• WOW cards are given to ALL guests?

  Yes

  No

  N/A

• Are the guests shown their bill (iPod)?

  Yes

  No

  N/A

8 Farewell

• Farewell is done by ALL the team?

  Yes

  No

  N/A

• Farewell is genuine and friendly

  Yes

  No

  N/A

Other

• Toilets are clean and well stocked

  Yes

  No

  N/A

• Overall cleanliness of the restaurant is adequate

  Yes

  No

  N/A

• All team members uniforms comply with policy

  Yes

  No

  N/A

• Music/Temperature is adequate

  Yes

  No

  N/A

• Senior FOH team member aware of the 8 Steps of Service

  Yes

  No

  N/A

• Senior BOH team member aware of the 8 Steps of service

  Yes

  No

  N/A

• FOH and BOH Team members aware of the 8 Steps of Service

  Yes

  No

  N/A