Title Page
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Document No.
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Steps of Service Audit AM Shift
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Conducted on
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Manager/Supervisor
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Host
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Follow 15/5 rule - greet guest with good morning
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Notes/Comments
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Bring coffee to table within 60 seconds, pour coffee for guest, leave pot on table
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Notes/Comments
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Take a beverage order, offer juice or tea besides coffee
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Tea service: offer condiments, honey, lemon, milk
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Notes/Comments
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Offer a la carte breakfast menu (served within 15 minutes)
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Notes/Comments
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Explain buffet offerings - offer omelet/waffle
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Notes/Comments
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Recommend menu items
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Notes/Comments
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Do not rush guest, make personal connections - be focused on that guest, ask questions
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Notes/Comments
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Go the EXTRA MILE - MAKE IT BRILLIANT - Respond to cues!
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Notes/Comments
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Offer refills of juice and coffee
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Notes/Comments
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Clear the table of empty plates and trash
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Notes/Comments
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To Go coffee is offered during interaction
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Notes/Comments
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CHECKS<br>Buffet: check is dropped once guest gets back to table<br>A la carte: check is dropped once entree is served
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Notes/Comments
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Use the guests name during the interaction as much as possible (get name from room or credit card)
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Notes/Comments
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Maintain posture, eye contact, and smile with guest
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Notes/Comments
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Thank the guest, offer them to come back, be sincere
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Notes/Comments
