Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
A great welcome
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Is there a lecture or sign "Wait to be seated"
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Was there a queue at the entrance?
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If yes, how long was the wait?
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Were you acknowledged while waiting in the queue?
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Were team members managing the Queue?
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If the waiting time was longer than 5 minutes, did the team members offered you alternative location?
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Were you offered a juice and newspaper?
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Were you greeted within 1 minute when you reached the front of the queue?
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When greeting did the Host made an eye contact?
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Did the Host gave you a genuine smile?
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Was the greeting warm and friendly?
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Were you asked for your name at any point of time you arrived at the restaurant till you were seated at your table?
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If your name was not on NON INCLUSIVE LIST, were you asked to clarify that you were a resident?
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Were you taken to the table promptly?
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Did the team member engage you in conversation on the way to the table?
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Did they check the satisfaction with the location of your table?
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Did the team member ask you if you had eaten breakfast at the hotel before?
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Did you observe children were acknowledged and given colouring sheets?
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Did the team member enthusiastically tell you about the breakfast on offer?
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Were you informed who will look after you and bring the tea/coffee?
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Were you given friendly parting comment by saying Enjoy your breakfast?
How to look great
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Did the team members you saw and came in contact acknowledged you with smile?
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Were the team members you saw and came in contact were well groomed (smell fresh, clean hands, no nail varnish and accessories/jewellery)
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Were they wearing clean, ironed and stain free uniforms?
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Were they all wearing a name badge?
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Were the long hairs tied back neatly?
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Were team members you came into contact with at the food zones making conversation with you and other guests?
Chefs
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Did all team members you saw and came into contact acknowledged you with a smile?
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Were the team members you saw and came in contact were well groomed (smell fresh, clean hands, no nail varnish and accessories/jewellery)
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Were they wearing clean, ironed and stain free uniforms?
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Were chefs you saw wearing clean aprons?
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Were chefs you saw wearing hats?
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Were chefs you saw engaging guests in friendly conversation?
Guest Satisfaction
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Were the team members checking satisfaction throughout service (after delivering drinks, after clearing bowls and plates)
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Did the team member ask "how was your breakfast?"
Getting the bill right
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Was the bill brought to you promptly when you asked for it?
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Was the bill correct?
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Was the bill presented in a clean, well maintained, branded bill folder and branded pen?
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Was the payment handled efficiently and provided you with a correct receipt?
A great farewell
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While leaving Restaurant, did the host/team member gave a genuine parting comments along with a suitable phrase " thank you for joining us today"<br>Mark N/A if they were busy dealing with other guests
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If yes, did they look personable, natural and engaged?
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Did any team member make your farewell memorable that you would remember them if you visit restaurant again
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If the host was busy with other guests, were you acknowledged and smile as you left?
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Was the Breakfast Ready check list complete and and ready for inspection?<br>VHECK TODAY'S AND LAST TWO DAYS CHECK LIST
Environment - Ambiance
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Was there an inviting "breakfast aroma" (Coffee and Bacon) coming from the restaurant?
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Was the restaurant well lit throughout, either with artificial or natural light?
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Was the temperature comfortable? (21 degrees)
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Was there music playing at an audible volume? (Not loud enough to be intrusive)
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Were you undisturbed by background noise throughout your breakfast? (Including noisy staff but excluding noise made by other guests)
Table setup
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Was the floor of the restaurant clean?
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Were the chairs clean and well maintained?
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Was your table laid up correctly with the following <br>Three fold napkin
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Cutlery (all in line) clean and free from marks. Can be positioned centrally or to one side?
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12 oz mug (to the right of the cutlery) clean and free from marks
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A matching pair of well stocked acrylic salt and pepper grinder, clean and free from marks.
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Milk jug with spoons (in the centre of the table), clean and free from marks
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Sugar bowls containing sufficient white and brown sugar and sweeteners, clean and free from marks
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Breakfast menu
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If appropriate, was dirty crockery and cutlery cleared without leaning across you?
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Were team members using clearing the table as an opportunity to interact with guests?
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Were the team members clearing and relaying the tables soon after they were vacated?
Food and drinks Hot drinks
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Were you greeted with a smile and made eye contact and name was used
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Did your drinks host bring your order with 2 minutes of you being seated?
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Were you asked "will you be adding milk to your drink?" If you answer YES, 2 cams should be left for the addition of milk
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Did the team member stood on the right hand side to get. Safe and clear access to the mug
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Was it poured from the thermal flask into the mug without moving mug from the table?
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Did the team members observing the tables and offering to refill the mugs?
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Was the mug topped when no less than 1/4th full (milk jug replenished if required)
Coffee
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Was the coffee served at right temperature?
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Was the coffee served at the correct strength?
Tea
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Was the tea delivered within 2 minutes of ordering?
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Were you greeted with a smile and made eye contact and name was used
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If possible and practical, was the pot of tea placed to your right hand side by the mug and the handle facing outward
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Did the team member offered "if you would like another pot then I will be happy to brew that for you"
Hot Food Counter
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Was the hot food counter clean and tidy (No spillages, or staff actively keeping clean)
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Were display dishes clean and unchipped?
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Were there enough serving spoons, tongs, fish slices and utensils resting trays - all clean and in good condition
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Were all main course plates clean, unchipped, polished and pre warmed?
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Were all the sauces bottles minimum 1/2 full with clean spout?
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Were there an adequate supply of tri fold napkins? (Plentiful but not too many)
Hot Food Quality and Presentation
Were the following counter items cooked and presented to the specification?
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Back bacon - bacon must be perfectly cooked on both sides, golden brown in colour and no more than 20 pieces layered neatly in rows, rashers must not be piled high
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Black pudding - it needs evenly sliced into wedges, lightly grilled on both sides one layer deep
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Cumberland Sausages - Must be fully cooked and evenly coloured on all sides and no more than 2 layers deep
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Oven baked rosti potatoes - an even golden brown neatly lined up
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Grilled Plum Tomatoes - Should be halved, lightly grilled, retaining shape and one layer deep
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Baked beans - pipping hot, plentiful, not showing a tide mark in the bowl
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Grilled cup mushrooms - freshly grilled, golden brown, presented without the cooking juices
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Scrambled Eggs - should be fresh, light, fluffy, seasoned. An even layer which is regularly refreshed.
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Sauces - choice of Heinz Hot Sauce, HP Brown Sauce, Tomato Ketchup and Worcester Sauce
Were the following cooked-to-order items to specification?
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Fried eggs- freshly cooked to order asking the guest how they wanted finished ( Sunny Side up, Over Easy or Fully Cooked)<br>Only required in hotels with 150+ bedrooms
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Boiled Eggs - should ask if guest needs SOFT, MEDIUM OR HARD. Presented in individual egg cup with a tea spoon and "toast soldiers" on the side
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Poached eggs - needs to be fresh, placed in lightly simmering salted water and should be asked if toast required.
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Omelette - fluffy, evenly coloured and thoroughly cooked
Juice, whole fruit and cereals
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Was the juicer clean and in good working condition?
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Were there two bowls of fruit available for juicing (mixed variety of whole fruits)
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Was the layout for creating your own juice setup according to planogram?
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Glasses - polished, unchipped, sufficient numbers and displayed on wooden trays
Cereals
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Were the cereals presented in red bowls served with a wooden spoon?
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Was the weetabix served with either spoon or tong?
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Was the milk dispenser polished and tap in working order?
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Serving spoons - were they clean, in good condition and plentiful?
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Dried fruits, nuts, and seeds with signage
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Small bowl of sugar - placed next to cereals
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Glasses - polished, unchipped, sufficient numbers and displayed on wooden trays
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Cereal bowls - clean, unchipped, and in sufficient numbers
The cereals must be fresh, crisp and plentiful. The red bowls should be topped up with the following
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Weetabix
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Cornflakes
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Granola
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Muesli
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Special K
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Rice Krispies
Whole Fruits
The fruits should be at room temperature with labels removed. They should not have have any marks, bruises, should be shiny and bright.
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Red apples
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Green apples
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Bananas
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Oranges
Fruit Juices and water
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Glasses - polished, unchipped, sufficient numbers and displayed on wooden trays
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Juice dispenser taps in working order and chambers no less than 1/2 full
Dispensed Juice - the apple, orange and cranberry juice should be fresh, chilled, undilutedand in plentiful supply
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Apple juice
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Orange Juice
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Cranberry Juice
In addition to the dispensed juices, one seasonal juice and one smoothie are both to be served in a polo jug. They should be placed alongside the dispenser. Two bottles of sparkling and two still should be placed alongside the dispenser.
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Jug of seasonal fruit juice
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Jug of smoothie
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Sparkling water - 750 ml bottle
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Still water - 750 ml bottle
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Was there a signage for the juices?
Milk
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Semi Skimmed milk - churn should be clean, chilled and plentiful in supply
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Full fat milk - available on request. If requested, should be served to the table in a maxi jug
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Skimmed milk - available on request. If requested, should be served to the table in a maxi jug
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Soya milk - available on request. If requested, should be served to the table in a maxi jug
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Milk served in maxi jugs should be chilled, fresh and replenished as required
Bakery Zone
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The counter should be well maintained with the bases free from debris
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The Crockery - unchipped, polished and free from food debris
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Is the toaster clean and in good working condition?
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Test the toaster<br>Did the toast came out crispy and golden in colour
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Plenty of serving utensils
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Were there a chopping board with bread knife and linen napkin?
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Were there holding trays?
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Were there bowls for butter and margarine?
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Beurre D'lsigny butter - served at room temperature and in plentiful supply?
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Flora Margarine - served at room temperature and in plentiful supply
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Jam - plentiful selection Strawberry and blackcurrent
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Marmalade - plentiful and neatly presented
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Honey - plentiful and neatly presented
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Were there plentiful of tri-fold napkins?
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Were there plenty of small plates?
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Sliced Brown Bloomer bread - should be neatly presented, fresh and crusty on the outside light and soft inside
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Sliced White Bloomer bread - should be neatly presented, fresh and crusty on the outside light and soft inside
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Sourdough and wholemeal whole loaves - fresh, crisp with an even brown colour, displayed in a carved wooden basket
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Gluten free bread - available on request and signage should be seen at the bakery zone.
Pastries
All pastries should be freshly baked in small batches, served at room temperature and neatly displayed
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Croissant
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Honey and bran Muffin
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Chocolate twist
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Cranberry twist
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Apple swirl
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Custard pastry
Chilled Zone
Fruit and yoghurt
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Buffet Unit - well maintained, clean and chilling the food adequately
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Were the small bowls clean, polished and free from food waste? There should also be multiple piles available if the display is spread out across a larger area.
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We're there enough spoons available in each bowl?
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Fruit segments available in a white bowls with spoons available?
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Pink grapefruit segment - plentiful, well chilled, bright looking with not too much juice
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Orange segment - plentiful, well chilled, bright looking with not too much juice
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Diced Pineapple - should be ripe, look fresh, crisp and plentiful, with not too much juice
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Seasonal selection of Melon - served chilled, bite size pieces, should be juicy, ripe, not hard or mushy
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Individual pots of Greek yoghurt and 3 varieties of today's selection
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Strawberry Yoghurt, Blueberry compote, fresh fruit compote available with signage
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Meat and cheese on display with signage
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Meat and cheese displayed as per planogram.
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Serving fork to be available on each plate of meat
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Small plates available, not piled too high
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Wiltshire Gammon Ham - look fresh (not dried or curled) neatly presented and in plentiful supply
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Mortadella - look fresh (not dried or curled) neatly presented and in plentiful supply
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Ventricina Salami - look fresh (not dried or curled) neatly presented and in plentiful supply
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Peppered Pastrami - look fresh (not dried or curled) neatly presented and in plentiful supply
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Continental cheese selection available
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2 varieties of Loseley yoghurt, labels facing outside
Replenishing items
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Were any of the items requested delivered quickly?
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Were dishes removed from the buffet for replenishment?
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Were team members replenishing the buffet as required?
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Did the buffet look presentable, tidy and well stocked during the audit?
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Any outstanding team member who deserves a mention?
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Further comments
