BHR LQA Restaurant Dinning

RTR. 001 - Efficiency - Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

RTR. 002 - Service - Did the employee obtain the guest's name and use the caller's name at least once during the conversation?

RTR. 003 - Service - Did the employee obtain the number of people dining, the dining time and the telephone/room number?

RTR. 004 - Efficiency - Did the employee repeat and confirm the details?

RTR. 005 - Service - Did the call end with the employee offering a warm and sincere closing?

RTR. 006 - Efficiency - Did the employee enquire if the reservation was for a special occasion and if the caller had any special requirements?

RTR. 007 - Efficiency - Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant?

RTR. 008 - Efficiency - If the guest was kept waiting did the employee acknowledge this and apologize for the delay?

RTR. 009 - Efficiency - Did the employee seat the guest within 1 minute of their arrival at a fully laid table or if the restaurant was full, communicate how long it would be and then provide the table within 5 minutes of this timeframe or earlier?

RTR. 010 - Service - Did the employee offer seating assistance and remove covers if necessary?

RTR. 011 - Service - Did the employee present the menu/wine list?

RTR. 012 - Service - Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu light)?

RTR. 013 - Service - In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions?

RTR. 014 - Service - In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues only)?

RTR. 015 - Efficiency - Did an employee greet the guest within 2 minutes of seating?

RTR. 016 - Service - Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items that were not available?

RTR. 017 - Sales Opportunity - Was a pre-meal drink offered?

RTR. 018 - Sales Opportunity - Did the waiter automatically suggest mineral water and ascertain the guest's preference (i.e. still/sparkling)?

RTR. 019 - Efficiency - Was the food and beverage order taken within 10 minutes of menu being offered?

RTR. 020 - Service - Was the waiter able to answer any questions with regard to the menu and its ingredients?

RTR. 021 - Service - Did the employee accommodate any reasonable off menu requests?

RTR. 022 - Efficiency - Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

RTR. 023 - Sales Opportunity - Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?

RTR. 024 - Service - Were bread/rolls served if applicable to the type of cuisine?

RTR. 025 - Sales Opportunity - Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal?

RTR. 026 - Efficiency - Was the correct drinks order served within 5 minutes of order?

RTR. 027 - Service - Were drinks served and cleared using a tray?

RTR. 028 - Efficiency - Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times?

RTR. 029 - Efficiency - Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay?

RTR. 030 - Service - Were all plated items served with as little disruption to the guest as possible?

RTR. 031 - Efficiency - Was the correct order served to each guest without any prompting required?

RTR. 032 - Service - Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

RTR. 033 - Sales Opportunity - Did the waiter automatically offer an additional bottle of wine/water upon completion of the first?

RTR. 034 - Efficiency - Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

RTR. 035 - Service - 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?

RTR. 036 - Sales opportunity - Did the waiter automatically offer desserts, either verbally or by presenting the menu?

RTR. 037 - Efficiency - Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay?

RTR. 038 - Sales Opportunity - Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)?

RTR. 039 - Efficiency - Was the coffee/tea served within 5 minutes of order?

RTR. 040 - Product - Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

RTR. 041 - Sales Opportunity - In the case of a formal restaurant, did the waiter suggest dessert wine and/or post-meal drinks?

RTR. 042 - Service - Did an employee visit the table to ascertain at any point if service was satisfactory?

RTR. 043 - Efficiency - Was the bill clearly itemized and correct and was it promptly presented and collected?

RTR. 044 - Service - Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

RTR. 045 - Service - Did the waiter present the wine to the guest and open the bottle at the table?

RTR. 046 - Service - Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly?

RTR. 047 - Service - Was red wine served at room/appropriate temperature and white/rosé wine chilled?

RTR. 048 - Service - Did the waiter top up the glass as required?

RTR. 049 - Service - 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)?

RTR. 050 - Sales Opportunity - Did the waiter offer an additional beverage within 2 minutes of drink being empty?

RTR. 051 - Emotional Intelligence - Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

RTR. 052 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?

RTR. 053 - Emotional Intelligence - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

RTR. 054 - Emotional Intelligence - Did the employee use the guest's name naturally and discreetly without overusing it?

RTR. 055 - Emotional Intelligence - Did the employee display a high level of confidence when carrying out his/her duties?

RTR. 056 - Emotional Intelligence - Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

RTR. 057 - Emotional Intelligence - Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

RTR. 058 - Emotional Intelligence - Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

RTR. 059 - Emotional Intelligence - Did an employee personalize the interaction in any way and engage the guest as an individual?

RTR. 060 - Emotional Intelligence - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

RTR. 061 - Emotional Intelligence - Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

RTR. 062 - Emotional Intelligence - Did employees maintain alert postures and respect the guest's presence when interacting with each other?

RTR. 063 - Emotional Intelligence - Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

RTR. 064 - Product - Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

RTR. 065 - Product - If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

RTR. 066 - Food - Was the food presented in an appealing manner and did it directly resemble its description from the menu?

RTR. 067 - Food - Was the food fresh and of good flavor?

RTR. 068 - Food - Was the texture of the food appropriate?

RTR. 069 - Food - Was the food cooked as requested and served at the correct temperature?

RTR. 070 - Food - Were portions of acceptable/generous size?

RTR. 071 - Food - Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

RTR. 072 - Product - Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?

RTR. 073 - Product - Were all tables in the restaurant consistently laid up and promptly cleared when guests depart (i.e. within 10 minutes)?

RTR. 074 - Product - Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

RTR. 075 - Product - Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

RTR. 076 - Food - Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?