BVLG - F&B - Breakfast 23.07.23

1. Was the guest greeted and seated at a fully laid table within 1 minute of their arrival and if the restaurant was full, was the guest advised how long it would be and was this timeframe adhered to?

2. If the guest was kept waiting did the employee acknowledge this and apologize for the delay?

3. Did employees offer seating assistance, remove covers if necessary and present the menu (if applicable)?

4. In the case of a buffet, did the employee offer an orientation to the breakfast procedure on the guest's first <br>visit to the restaurant (i.e. guests should help themselves to the buffet)?

5. Did the waiter offer coffee/tea and a choice of juice (if juice was served as opposed to being on the buffet) within 1 minute of seating?

6. Ws the guest's coffee/tea preference ascertained (i.e. English breakfast, Americano, etc.), if not known?

7. Was coffee/tea/juice served within 5 minutes of order (8 minutes for freshly blended juices)?

8. Were drinks served and cleared using a tray?

9. Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?

10. Did the employee accommodate any reasonable off menu requests?

11. Did the employee obtain a full and complete order (i.e. cooking instructions, toast preference, accompaniments etc.)?

12. If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

13. Was the correct and complete breakfast order served within 7 minutes of order for a cold breakfast and 10 minutes of order for a hot breakfast, unless the employee informed the agent of an expected delay (i.e. due to longer preparation times)?

14. Were all plated items served with as little disruption to the guest as possible and with the correct order served to each guest without any prompting required?

15. Did the waiter ascertain if the guest required any condiments/sauces and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

16. Did the employee replace cutlery as required?

17. Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

18. Were coffee/tea/juice refills offered within 2 minutes and served within 5 minutes?

19. Did the employee offer a clean cup when a fresh pot of coffee/tea was offered?

20. Did an employee visit the table to ascertain at any point if service was satisfactory?

21. Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request (n/a if included in room rate) in a clean billfold (or similar) that was in good condition?

22. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

23. Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case of outdoor venues)?

24. Did the buffet include a local or seasonal specialty?

25. Was an 'a la minute' option available on the buffet for egg dishes or advertised on the menu?

26. Were any unidentifiable food or beverage items clearly labelled and did they indicate allergens where required (i.e. dairy, nuts, gluten, etc.), were the labels clean and consistent in appearance?

27. Were all dishes replenished as required?

28. Were the appropriate crockery, service utensils and glassware available?

29. Was a chef present behind the buffet at all times (where a working station was present)?

30. In the case of hot foods did the chef present a clean warm plate?

31. Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

32. Were at least two starters, two main courses and one dessert available from the following options - healthy, vegan, organic, gluten-free, lactose-free and fat-free items available (on the menu/buffet or advised by an <br>employee)?

33. Was the food presented in an appealing manner and did it directly resemble its description from the menu?

34. Was the food fresh and of good flavor?

35. Was the texture of the food appropriate?

36. Was the food cooked as requested and served at the correct temperature?

37. Was fish locally sourced/sustainably certified and stated on the menu or advised by an employee?

38. Was locally sourced food available and stated on the menu or advised by the employee?

39. Were at least two fresh juices available?

40. Were breads/bakery items of excellent quality?

41. Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

42. Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised by the employee?

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

44. Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?

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

46. Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

47. Were all food and beverages free of single-use plastic?

48. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?

49. Was local mineral water or hotel filtered bottled water promoted?

50. If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)?

51. Were salt and pepper cruets available, or offered, and if so were they clean and full?

52. 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)?

53. Was there a minimum of three different preserves available on the table or at the buffet (honey is acceptable) and were they served in appropriate containers (i.e. not sachet/blister packs)?

54. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

55. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

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

57. Did the employee use the guest's name naturally and discreetly without overusing it?

58. Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required?

59. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of <br>the guest?

60. Did the employee adapt to a changing situation and/or guest's need?

61. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

62. Did an employee personalize the interaction in any way and engage the guest as an individual?

63. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

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

65. Did employees maintain alert postures and respect the guest's presence when interacting with each other?

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