Title Page
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Site conducted
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Conducted on
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Prepared by
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Location
SERVICE
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Was the guest greeted or acknowledged within 1 minute upon entering the restaurant/lounge?<br><br>Efficiency
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In the case of a single diner, was a newspaper/reading material offered? (Applicable to all day dining venues only)<br><br>Efficiency
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Did the employees present a menu (if applicable) and offer to take the food and beverage order within 5 minutes of seating?<br><br>Efficiency
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Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items that were not available?<br><br>Service
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Was the waiter able to answer any questions with regard to the menu and its ingredients?<br><br>Service
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Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments, etc.?<br><br>Efficiency
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Was the correct drinks order served within 5 minutes of order?<br><br>Efficiency
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Were drinks served and cleared using a tray?<br><br>Service
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Was the correct order served within 15 minutes of order unless the employee informed the agent of an expected delay (i.e. due to longer preparation times)? <br><br>Efficiency
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Was the correct order served to each guest without any prompting required?<br><br>Service
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Were all plated items served with as little disruption to the guest as possible?<br><br>Service
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Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?<br><br>Service
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Did the waiter offer an additional beverage within 2 minutes of drink being empty?<br><br>Sales Opportunity
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Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal? <br><br>Efficiency
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Did the waiter automatically offer desserts, either verbally or by presenting the menu?<br><br>Sales Opportunity
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Was dessert served within 10 minutes of order being taken?<br><br>Efficiency
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Did an employee visit the table to ascertain at any point if service was satisfactory?<br><br>Service
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Did the employee offer a sincere farewell at the end of the conversation and show appreciation?<br><br>Service
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For first time guests, did the employee offer to give a brief introduction to the concept of the restaurant?<br><br>Service
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Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request in a clean billfold (or similar) that was in good condition? <br><br>Efficiency
BEHAVIOURIAL STANDARDS
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Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?<br><br>Emotional Intelligence
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Did the employee use the guest's name naturally and discreetly without overusing it?<br><br>Emotional Intelligence
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Did the employee display a high level of confidence when carrying out his/her duties?<br><br>Emotional Intelligence
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Did the employee make every effort to meet the guest's requests or offer a suitable alternative?<br><br>Emotional Intelligence
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Did employees maintain alert postures and respect the guest's presence when interacting with each other? <br><br>Emotional Intelligence
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Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?<br><br>Emotional Intelligence
MENU AND FOOD
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If special dietary requirements were provided at any point during stay, were they automatically acknowledged? <br><br>Product
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Was the food presented in an appealing manner and did it directly resemble its description from the menu?<br><br>Food
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Was the food fresh and of good flavor?<br><br>Food
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Was the texture of the food appropriate? <br><br>Food
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Was the food cooked as requested and served at the correct temperature?<br><br>Food
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Were portions of acceptable/generous size? <br><br>Food
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Were at least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?<br><br>Sustainability
TABLE LAYOUT/RESTAURANT/LOUNGE
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Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?<br><br>Product
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Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)? <br><br>Product
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Were all food and beverages free of single-use plastic? <br><br>Sustainability
RESERVATION
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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?<br><br>EFFICIENCY
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Did the employee obtain the guest's name and use the caller's name at least once during the conversation? <br><br>EMOTIONAL INTELLIGENCE
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Did the employee obtain the number of people dining, the dining time and the telephone/room number? <br><br>SERVICE
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Did the employee repeat and confirm the details? <br><br>EFFICIENCY
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Did the interaction end with the employee offering a warm and sincere closing? <br><br>SERVICE
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Did the employee enquire if the reservation was for a special occasion and if the caller had any special requirements? <br><br>SERVICE
EMOTIONAL INTELLIGENCE
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Did an employee personalize the interaction in any way and engage the guest as an individual?<br><br>Emotional Intelligence
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