BSA Lunch/Dinner Audit - Short Form

Title Page

Site conducted
Audit Title ( name of person being audited)
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 "appropriate situational Greeting, good morning, good afternoon etc". If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
Host/Hostess confirms reservation • Confirm if reservation was made • Confirms correct details of reservation • Has record of your reservation
Host/Hostess - Should ask for Guest's Name and Offer theirs, Guest name used during the experience, when known
Host/Hostess seating procedure meets standard Provide table within 5 minutes of reserved time (lunch/dinner) o If guests wait for table, inconvenience is acknowledged , and refreshments are offered to waiting guests  Guest is given the approximate wait time  Guest is seated within 5 minutes of stated wait time All guests must be escorted to their table by host/hostess, server, or manager • Ensure table is set up with appropriate place settings (e.g. removing extra place settings if needed) Pull chairs out for guests ladies 1st and provide menus Ladies 1st
Host/Hostess - is " On Stage" Good posture, smile, eye contact, and attentive listening maintained throughout the interaction, uses appropriate verbiage and shows genuine concern engage in warm conversation with guests and show genuine interest Staff maintains alert posture and behaves professionally in view of the guest Staff is discreet and unobtrusive throughout the experience, while remaining attentive 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
Host/Hostess - Well-groomed and professional, wearing a uniform, takes pride in and takes care of personal appearance
Host/Hostess is knowledgeable and confident Mark N/A if interaction did not allow question Host/Hostess is knowledgeable and confident in interaction Ask Host/Hostess a general, position/interaction appropriate question during the interaction and Mark No if they are unable to answer
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 Mark No if personalized service not delivered during interaction
Employee must anticipate needs of the guest (3 steps of service) • 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 It is acceptable if employee does not anticipate the "set-up" need or provide one o
Staff does not decline any request without offering appropriate alternatives
Host/Hostess - The overall experience met guest expectations and was free of negative detractors
Host/Hostess - Warm and sincere closing offered and appreciation demonstrated, Further assistance offered to the guest

Server

Enter Server name(s)
Server Provides a Warm Welcome Uses Guests Names and appropriate situational greeting Good Afternoon/ Good Evening 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
Initial water service meets standard Server/SA must minimally: • Offer beverages • Offers bottled, still or sparkling waters (lunch/dinner) • Provide bread and accompaniment (e.g., butter, oil, spread) (lunch/dinner) o Types of bread briefly explained, if variety exists ▪ Explanation should not interfere with conversation o Butter served at room temperature, if applicable ▪ Butter is fresh and well presented (i.e. no blister packs) (LC) o If the concept of the restaurant does not include bread service (e.g., Asian, poolside), it is acceptable for bread and accompaniment to not be served
Server is "On Stage" Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction Server uses appropriate verbiage and shows genuine concern engage in warm conversation and show genuine interest in guests. Use appropriate verbiage with genuine delivery Staff maintains alert posture and behaves professionally in view of the guest Staff is discreet and unobtrusive throughout the experience, while remaining attentive 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
Server - Well-groomed and professional, wearing a uniform, takes pride in and takes care of personal appearance
Initial food and beverage offer meets standard Server must: • Offer beverages • Offers bottled, still or sparkling waters • Provide bread and accompaniment (e.g. butter, oil, spread) (lunch/dinner) N/A Gaby's
Table setting enlivens the senses Menu must: • Be clean and in good condition 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
Restaurant menu meets standards Menu must: • Be clean and in good condition • Be in Brand Voice or consistent with the theme/season of the restaurant • 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) • Offer a minimum 16 wines by the glass (RC)
Order taking meets standard Server is knowledgeable about menus and uses suggestive selling, Inform guest of the specials and/or house specialties/signature items (lunch/dinner), if applicable, offer at least 2 healthy options Sever should be knowledgeable of menu and beverage list and provide recommendations if asked , offer dessert and suggest an after dinner drink, (coffee, espresso, or cocktail) Take orders from ladies 1st or head of table?host of party
Server suggestively upsells beverage brand When taking a beverage order the server must suggestively upsell the beverage brand (e.g., "Certainly, would you prefer Grey Goose?")
Cold beverage service meets standard Server must: • Place a beverage napkin to indicate that the guest has ordered a drink o It is acceptable to use a coaster instead of beverage napkin • Serve the beverages on a tray Cold beverages other than iced tea (e.g., soft drinks, mixed drinks) must be served, at time of delivery, with: • Solid, square ice cubes, if ice is used Beer must be served: • Chilled • If beer is poured at table, it is acceptable to lift the glass from the table to pour
Service must be provided in a timely fashion Pace of meal must never be noticeable: o Server must approach table within 1 minute after being seated o Soiled plates must be removed within 2 minutes after all guests at table have completed their course courses do not overlap
Food and beverage must be provided in a timely fashion Lunch/Dinner: • Food/beverages are served according to the following timing standards, with no more than 2 items taking longer than outlined below: o Water served within 2 minutes after being greeted by server  It is acceptable for bottle water to be offered within 2 minutes o Beverages (not water/coffee/juice) served within 2 minutes of order  It is acceptable for mixed cocktails to take up to 5 minutes o Wine by the bottle presented within 5 minutes of order o Additional beverages offered within 2 minutes of being 2/3 empty o Appetizers brought within 10 minutes o If entree is ordered without an appetizer, it is served within 15 minutes of taking the order unless a longer preparation time has been advised at time of order o Coffee with accompaniments presented within 3 minutes of order o Dessert served within 5 minutes of order
Coffee and specialty coffee presentation meets standard Coffee service: • Server must ask for guest's preference of accompaniments (i.e. sugar, milk, cream) • Requested accompaniments must be delivered at or before time of delivery • Served with a cookie (e.g., biscotti, tea cookie) (RC) Espresso/espresso type beverages • Must be served in appropriate cup and silverware • 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 • Served with a cookie (e.g., biscotti, tea cookie) (RC)
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 o Served with an additional pot of hot water • If served tea bags o At least 2 tea bags o Presented in a service box/tray 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 ask if the guest wants us to brew the tea for them • Requested accompaniments must be delivered at or before time of delivery • Served with a cookie (e.g., biscotti, tea cookie) (RC)
Iced tea presentation meets standards Iced tea (non-flavored) must be served, at time of delivery, with: • Ice cubes – square and solid • Iced tea spoon • Lemon/mint garnish on rim of glass • Lemon wedge - unless garnished with lemon • Liquid sweetener
Wine service meets standards Wine by the glass • Must be served in the correct glass for the type of wine Wine by the bottle • Server demonstrates label and pouring at the table with the label facing the guest o Glass is not lifted to pour • A taste is offered prior to a complete pour • For wine pairings, wine is poured prior to receiving food
Beverage was properly prepared and met guest expectations for taste Beverage must be: • 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)
Overall meal timing meets standards Total maximum cycle time (unless guest dictates a slower pace): • 60 minutes for lunch • 90 minutes for dinner (3 courses or less)
Times: (If known) :
Server provides exceptional/Luxury service: • Courses simultaneously brought to table for all guests o Ladies served first o Food delivered to correct person without asking • Server asks if food satisfactory at every course and takes corrective action if needed • Napkin refolded when guests are away from the table • Food and beverage served in a manner that is not obtrusive to the guest (e.g. from the side versus over the shoulder)Server provides luxury service elements: • 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 • Children are provided with an appropriate drop snack prior to bringing meal (i.e. apple slices)
Server clears courses according to standards Server must: • Clear courses after finished or after asking if finished • Bring fresh cutlery as needed (e.g. fork taken with plate) • Crumb table after completion of entree • Remove salt and pepper shakers and bread and butter plates after clearing entree (lunch/dinner)
Food and beverage presentations must be: Visually appealing • Adequate in portion size o Beverages served in appropriate glassware Food was properly prepared and met guest expectations for taste • 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 if buffet must be clean an well stocked, appetizing, no 1/2 empty containers, all food is labed
Food quality and presentation were exceptional in a way that was remarkable or memorable *Forbes*
Restaurant provides an enjoyable ambiance All areas of the restaurant in view of the guest must minimally have: • Music - background, not obtrusive to conversation • Tables - uniformly set Heart of house items must not be stored in visible guest areas (e.g. tables, chairs, carts)
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*
Management observed interacting with guests during dinner Management includes: • Chef • Any Manager • Any Non-uniformed supervisor • Sommelier
Server owns and resolves guest's requests and opportunities immediately 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 says “No” without polite denial • 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 (RC, RCDC)
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 Check must be: • Presented within 3 minutes of request o It is not acceptable to present the check prior to all courses being completed • Presented when guest request check • Accurate and complete • Presented inside a brand folder with a brand pen o Check presenter and pen must be in good condition
Server - Further assistance offered to the guest Server - Warm and sincere closing offered and appreciation demonstrated fond fare well Use Guest Name

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 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 It is acceptable if employee does not anticipate the "set-up" need or provide one of the options listed above, as long as any need is anticipated during interaction
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 Lunch/Dinner Audit - Short Form

Go digital today!

Convert your paper checklists into digital forms

Emotional Engagement

Related checklists

BSA Lunch/Dinner Audit - Short Form

Free BSA Lunch/Dinner Audit - Short Form Checklist

Go digital today!

Convert your paper checklists into digital forms

Emotional Engagement

Related checklists