BVLG - F&B - Restaurant 23.07.23

1. 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?

2. Did the employee obtain the guest's name and use the caller's name at least once during the conversation?

3. Did the employee obtain the number of people dining, the dining time and the telephone/room number?

4. Did the employee repeat and confirm the details?

5. Did the interaction end with the employee offering a warm and sincere closing?

6. Did the employee enquire if the reservation was for a special occasion and if the caller had any special requirements?

7. 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?

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

9. Did employees offer seating assistance and remove covers if necessary?

10. Didd the employee present the menu/wine list within 5 minutes of being seated?

11. Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu light) and were reading glasses available on request?

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

13. Did an employee greet the guest within 1 minute of seating and offer a pre-meal drink?

14. Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set priced menus and/or any items that were not available?

15. For first time guests, did the employee offer to give a brief introduction to the concept of the restaurant?

16. Did the waiter automatically suggest water and ascertain the guest's preference (i.e. still/sparkling/filtered)

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

18. Was the food and beverage order taken within 10 minutes of menu being offered?

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

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

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

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

23. Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?

24. Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where applicable and were they of excellent quality?

25. 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?

26. Was the correct drinks order served within 5 minutes of order (8 minutes for cocktails) unless advised of a delay?

27. Were drinks served and cleared using a tray?

28. 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?

29. 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?

30. 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?

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

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

33. 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?

34. Did the waiter automatically offer desserts, either verbally or by presenting the menu?

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

36. Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)?

37. Was coffee/tea served within 5 minutes of order?

38. 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) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?

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

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

41. 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?

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

43. Did the waiter present the wine to the guest and open the bottle at the table (n/a for Enomatic wine system by the glass)?

44. 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 (n/a for Enomatic wine system, or similar, by the glass)?

45. Was red wine served at room/appropriate temperature and white/rosé wine chilled?

46. Did the waiter top up the glass as required?

47. Did the waiter automatically offer an additional bottle of wine/water upon completion of the first?

48. 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)?

49. Did the waiter offer an additional beverage within 2 minutes of drink being empty?

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

51. 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 employee)?

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

53. Was the food fresh and of good flavor?

54. Was the texture of the food appropriate?

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

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

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

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

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

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

61. 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)?

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

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

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

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

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

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

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

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

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

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

72. 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?

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

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

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

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

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

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

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

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