B&F LunchDinner Q-CP

• Talent Names

• Conducted on

  Date

• Prepared by

• Booking stage

• "Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or in the case of an in-person reservation was the guest acknowledged within 1 minute, or in the case of digital communication, responded to within 3 minutes?"

  Yes

  No

  N/A

• Did the employee obtain the guest's name and use the caller's name at least once during the conversation?

  Yes

  No

  N/A

• Did the employee obtain the number of people dining, the dining time and the telephone/room number?

  Yes

  No

  N/A

• Did the employee repeat and confrm the details?"

  Yes

  No

  N/A

• Did the interaction end with the employee offering a warm and sincere closing?"

  Yes

  No

  N/A

• Did the employee enquire if the reservation was for a special occasion and if the caller had any special requirements?

  Yes

  No

  N/A

• Restaurant Stage

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• If waiting is required, an estimated wait time is quoted. The guest is seated no more than five minutes past the quoted time

  Yes

  No

  N/A

• If waiting is required, a comfortable waiting area is available

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

  Yes

  No

  N/A

• If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal

  Yes

  No

  N/A

• "Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?"

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

  Yes

  No

  N/A

• Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Interactions are closed with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff is discreet and unintrusive throughout the experience, while remaining attentive

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• The guest is escorted to their table and provided with chair assistance

  Yes

  No

  N/A

• Once the guest is seated, the table is politely greeted within one minute

  Yes

  No

  N/A

• Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty

  Yes

  No

  N/A

• If asked for menu recommendations, staff can provide helpful information

  Yes

  No

  N/A

• Staff can helpfully discuss details of menu items

  Yes

  No

  N/A

• Staff can helpfully discuss beverage offerings

  Yes

  No

  N/A

• When applicable, the pace of the meal is consistent; the guest does not have to wait or wonder when the next step of service will occur

  Yes

  No

  N/A

• Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct.

  Yes

  No

  N/A

• Did the waiter present the wine to the guest and open the bottle at the table (n/a for Enomatic wine system, or similar, by the glass)?"

  Yes

  No

  N/A

• Did the waiter pour a small amount of wine for the guest to sample and upon confrmation that it was satisfactory, fll the glass accordingly (n/a for Enomatic wine system, or similar, by the glass)?

  Yes

  No

  N/A

• Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)?

  Yes

  No

  N/A

• Did the waiter offer an additional beverage within 2 minutes of drink being empty?

  Yes

  No

  N/A

• Did the waiter top up the glass as required?

  Yes

  No

  N/A

• Did the waiter automatically offer an additional bottle of wine/water upon completion of the frst?

  Yes

  No

  N/A

• Hot foods and beverages are hot when served; cold foods and beverages are chilled

  Yes

  No

  N/A

• Foods and beverages are fresh and use high quality ingredients

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Portions are appropriate

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Cooking is done properly and as requested

  Yes

  No

  N/A

• All items ordered are served accurately and server does not have to ask who ordered what

  Yes

  No

  N/A

• Condiments are elegantly presented

  Yes

  No

  N/A

• Table is in excellent condition and completely clean

  Yes

  No

  N/A

• "Cloth napkins are used and are in excellent condition, clean and pressed"

  Yes

  No

  N/A

• The guest's seating area is clean and in excellent condition

  Yes

  No

  N/A

• "Serviceware is in excellent condition, completely clean and hygienic in appearance"

  Yes

  No

  N/A

• Serviceware is of excellent quality and cohesive in appearance

  Yes

  No

  N/A

• All proper cutlery is provided

  Yes

  No

  N/A

• Removal of soiled dishes is convenient

  Yes

  No

  N/A

• Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course in the case of a formal restaurant?

  Yes

  No

  N/A

• "Did the waiter automatically offer desserts, either verbally or by presenting the menu?"

  Yes

  No

  N/A

• Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay?

  Yes

  No

  N/A

• It is possible to receive a selection of specialty coffees and teas at any time

  Yes

  No

  N/A

• Coffee and tea service is presented in a refined manner

  Yes

  No

  N/A

• Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. cookie, petitfour, etc.)?"

  Yes

  No

  N/A

• The presentation of the bill is prompt

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

• "The dining room exhibits a well-organized and professional appearance; tables are uniformly set"

  Yes

  No

  N/A

• Vacated tables are cleared within five minutes

  Yes

  No

  N/A

• "The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate"

  Yes

  No

  N/A

• "The seating and table arrangement are comfortable, including ample tabletop space"

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Menu offerings include sustainably sourced (locally) options *

  Yes

  No

  N/A

• Efforts are made to reduce single-use plastic *

  Yes

  No

  N/A

Additional Information

• Comments & Percentage