BSA Breakfast Audit short form

Title Page

Site conducted
Audit Title (person being auditied)
Outlet Name:
- Georgia's
- Gaby's
- Linger Longer Steakhouse
- Lobby Bar
Conducted on
Prepared by (person conducting audit)
Additional Personnel

Host/Hostess

Enter Host/Hostess name(s)
Host/Hostess - Warm welcome/greeting provided Obtain or ask for name and uses it throughout transaction • Greet the guest with the appropriate situational greeting (e.g., good morning, Aloha, welcome to the restaurant) If standing in a queue, an attempt to acknowledge the guest was made in a timely manner Staff politely acknowledges the guest when appropriate and reasonably possible If waiting is required, an estimated wait time is quoted. The guest is seated no more than five minutes past the quoted time
Host/Hostess - Well-groomed and professional, takes pride in and takes care of personal appearance, wearing a uniform
Staff is highly articulate and avoids slang and excessive use of phrase-fragments Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Staff readily smiles and maintains an engaging expression Staff makes eye contact and keeps focus on the guest Staff exhibits a genuine sense of interest and concern for the guest
Host/Hostess is "On Stage" Good posture, smile, eye contact, and attentive listening maintained throughout the interaction uses appropriate verbiage and shows genuine concern Staff maintains alert posture and behaves professionally in view of the guest Staff is discreet and unobtrusive throughout the experience, while remaining attentive
Host/Hostess Escort the guest to their table o It is acceptable if the escort is provided by a server or manager as well o It is acceptable if another host/hostess provides these services (e.g. server attendant) Ensure table is set up with appropriate place settings Pull chairs Provide menus to guests, if applicable
Host/Hostess - 3 steps of service Guest name used during the experience, when known Employee must anticipate needs of the guest • Employee must offer a service/solution/opportunity to meet an anticipated need • Examples of acceptable anticipatory actions include: o Offering reading material to a single diner o Offering a booster seat to families traveling with small children o Offering a dark colored napkin to ladies or gentlemen wearing dark clothes so that lint does not show on their clothing Further assistance offered to the guest Warm and sincere closing offered and appreciation demonstrated
Host/Hostess delivered personalized service during interaction Mark N/A if opportunity for delivery of personalized service during interaction not available Host/Hostess must deliver personalized service during interaction, using something the associate learned about the guest
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
Staff does not decline any request without offering appropriate alternatives
Host/Hostess - The overall experience met guest expectations and was free of negative detractors

Server

Enter Server name(s)
The table is greeted within one minute, and the guest is given the opportunity to order beverages Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty Staff can helpfully discuss beverage offerings
Server - Warm welcome/greeting provided Greet the guest with the appropriate situational greeting (e.g., good morning, Aloha, welcome to the restaurant)
Server - Well-groomed and professional, takes pride in and care of personal appearance, wearing a uniform All staff encountered are wearing professional, clean and well-fitted uniforms "All staff encountered are extremely well-groomed while appropriately representing the property style "
Server is "On Stage" Good posture, smile, eye contact, and attentive listening maintained throughout the interaction uses appropriate verbiage and shows genuine concern Employee must: • Only engage in work-related conversation with other employees when guests present o Includes cell phone and radio conversations o Earpiece required for radio conversations • Offer escort as well as directions if a location that the guest asked about is not in visible sight Mark NO if you encounter or observe any of the following: • Earpiece not used • Escort not offered • Non-work related matters discussed in your presence
Staff is highly articulate and avoids slang and excessive use of phrase-fragments Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Staff readily smiles and maintains an engaging expression Staff makes eye contact and keeps focus on the guest Staff exhibits a genuine sense of interest and concern for the guest
The guest's name is used naturally as a signal of recognition Interactions are closed with polite, appropriate remarks
Order taking meets standard Server is knowledgeable about menus Staff can helpfully discuss details of menu items Inform guest of the specials and/or house specialties, if applicable  Provide recommendations of menu items, if asked  Provide explanation of preparation, if asked Age appropriate menu is available for children
• Take order first from: o Ladies (US/CAN, CALA, EUR) o Head of table or host of party (AP, MEA) • Repeat order back to guest to ensure accuracy • React graciously and accommodatingly if the guest asks for something off menu or a special preparation
Menu and/or buffet includes a variety of health-conscious beverages Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered Menu and/or buffet provides an exceptional and interesting variety Menu must: • Be clean and in good condition • Offer at least 2 healthy options • Contain signature food and beverage offerings o Signature item(s) must be identified on the menu (e.g., by formatting, item name) or verbally explained by the server o Daily special(s) are not acceptable for signature item(s)
Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct
Table setting enlivens the senses Restaurant provides an enjoyable ambiance Table must be level and stable Table setting minimally must: • Be clean and in good condition • Bud vase/arrangement is neat, fresh and presentable (optional) • Flatware - free of tarnish/wear • Condiments served in appropriate containers (e.g. ramekins) o No full sized bottles or portion packs, except for sweeteners • Linens neat (if applicable) • Napkins - pressed all-cotton or linen o It is acceptable for outdoor restaurants to use a different type of napkin • Salt and pepper shakers are present o It is acceptable if salt and pepper are served/offered Restaurant menu meets standards
The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate The dining table and seating is comfortable, with ample room on table to read or work
The restaurant location, design and/or other aesthetic elements combined to create a strong sense of place. The uniqueness of the restaurant concept was apparent throughout the visit, and the overall experience distinctly stood out? *FORBES*
Food and beverage service must be provided in a timely fashion Pace of meal must never be noticeable:  Service is not delayed or rushed: o Server must approach table within 1 minute after being seated  It is acceptable if a supporting staff member provides the initial greeting after seating o All courses must be delivered in order and not overlap each other After ordering, cold breakfasts are served within seven minutes and hot breakfasts within 10 minutes, unless advised otherwise by server o Soiled plates must be removed within 2 minutes after all guests at table have completed their course  Total maximum time: 30 minutes, unless guest lingers over courses (RC, RCDC) Entrée brought within 10 minutes unless a longer preparation time has been advised at the time of order  Drinks refilled within 1 minute of being fully empty Entrée brought within 10 minutes unless a longer preparation time has been advised at the time of order  Drinks refilled within 1 minute of being fully empty
Times: (If known) :
Food was properly prepared and met guest expectations for taste Food is designed to be visually appealing • Complete, with no missing or incorrect items • Delivered at right temperature (cold/hot/warm) • Properly prepared to guest request (e.g. well-done, no salt) or cooked to meet the guest expectations for taste
Buffets have adequate food availability and visual appeal Buffet food and beverage presentations must: • Be well-stocked and fresh and appetizing in overall appearance o No dishes more than half empty o No juice pitchers more than half empty • Be appetizing in overall appearance • Provide labels for all dishes o Not photocopied or hand-written • Hand-written in chalk or other themed elements are acceptable o Professional in appearance o In brand voice or fitting restaurant theme
Food quality and presentation were exceptional in a way that was remarkable or memorable? * Forbes*
Hot foods and beverages are hot when served; cold foods and beverages are chilled Foods and beverages are fresh and use high quality ingredients Foods are flavorful and well-seasoned/balanced Portions are appropriate Food presentation is precise and carefully plated
Cooking is done properly and as requested All items ordered are served accurately and server does not have to ask who ordered what Condiments are elegantly presented
"If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service " "If a buffet, the appearance is exceptionally hygienic " "If a buffet, the food is well-stocked, fresh and appetizing in overall appearance. There are not any dishes more than one-quarter empty and there are not any juice pitchers more than half empty " "If a buffet, the presentation is exceptionally eye appealing and inviting " "If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods " "If a buffet, all appropriate dishes are clearly and elegantly labeled "
Removal of soiled dishes is convenient Soiled plates must be removed within 2 minutes after all guests at table have completed their course Vacated tables are swiftly cleared
Beverage presentation meets standards: Cold beverages and juices meet standards Cold beverages other than juices must be served, at time of delivery, with: • Solid, square ice cubes, if ice is used (RC, RCDC), unless dictated otherwise for specialty cocktail Coffee and specialty coffee presentation meets standard Coffee service: • Server must ask for guest's preference of accompaniments (i.e. sugar, milk, cream) o It is acceptable for the accompaniments to be preset on the table at buffet only restaurants • Requested accompaniments must be delivered at or before time of delivery Espresso/espresso type beverages • Must be served in appropriate cup • Must be presented with sugar and/or sweeteners at or before time of delivery o It is acceptable for sugar/sweeteners to be presented in other than caddie/container Hot tea presentation meets standards Tea: • If served loose: o Brewed in a pot o Strainer provided ▪ It is acceptable if strainer is built into the pot Additional hot water is provided • If served tea bags o At least 2 tea bags o Served with a pot of hot water ▪ China pot or insulated pot specifically for tea service • Server must ask if guest prefers honey and lemon or milk (optional AP, EMEA) • Server must offer to brew tea for the guest • Requested accompaniments must be delivered at or before time of delivery It is possible to receive a selection of specialty and teas at any time Coffee and tea service is presented in a refined manner
Beverage was properly prepared and met guest expectations for taste Meet expectations for taste • Made of high quality and fresh ingredients • Complete, with no missing or incorrect items (e.g., correct alcohol type used) • Delivered at right temperature (cold/hot/warm) • Properly prepared to guest request (e.g., type of garnish) • Served in correct glassware (e.g., martini glass for martini) • Cold cocktails must be served with a fresh garnish o It is acceptable if garnish is not 'fresh' if it is appropriate for cocktail theme (i.e. dehydrated garnish)
Server provides exceptional service  Courses simultaneously brought to table for all guests o Ladies served first o Head of table first o Food delivered to correct person without asking  Courses were not cleared before finished or without asking if finished  Cutlery replaced as needed (e.g. for buffet)  Non-specialty coffee and juice are refilled when empty  Napkin refolded when guests are away from the table  The level of interest in service remains constant and positive throughout the meal Server asks if food satisfactory at every course and takes corrective action if needed • Glasses were not lifted from table to pour unless there is a physical barrier • Repeat back beverage type when offering to refresh beverage (e.g. "Would you like another Absolut Espresso Martini?", "Certainly, I would be happy to bring you another Mondavi chardonnay") • Food and beverage served from right, unless not accessible o Food not served over guest's shoulder, but from the side • Plates are cleared from right, unless not accessible • Sauces and passed items are served from left, if applicable
Server - Guest name used during the experience, when known
Server owns and resolves guest's requests and opportunities immediately Server must: • Listen actively • Empathize - Express empathy • Apologize and assume ownership • Resolve/Solve the problem and also provide an extra touch that goes beyond mere resolution • Notify/Thank the guest to confirm their satisfaction o Record the problem in Mystique
Server does not decline a request without offering alternatives If guest makes a special request server must: • Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time” • Offer alternatives that may help meet the need in another way
Server anticipates need(s) (Three Steps of Service) Employee must anticipate needs of the guest • Employee must offer a service/solution/opportunity to meet an anticipated need • Examples of acceptable anticipatory actions include: o Offering reading material to a single diner o Offering a booster seat to families traveling with small children o Offering a dark colored napkin to ladies or gentlemen wearing dark clothes so that lint does not show on their clothing
Server properly presents the check/provides a fond farewell (Three Steps of Service) Presented within 3 minutes of request Warm and sincere closing offered and appreciation demonstrated Further assistance offered to the guest
The bill is accurate

Emotional Engagement

Server delivered personalized service during interaction Mark N/A if opportunity for delivery of personalized service during interaction not available Server must deliver personalized service during interaction, using something the associate learned about the guest
Server - The overall experience met guest expectations and was free of negative detractors
Rate Emotional Engagement with interaction Mark N/A if interaction not completed After your experience, rate your interaction: • Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual • Neutral engagement: Respected, Understood, Content – not swayed positively or negatively • Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated
You would readily recommend this restaurant to others, and there was great value in the service and overall experience? Price/Value question. *FORBES*

BSA Breakfast Audit short form

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Free BSA Breakfast Audit short form Checklist

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