Information

  • Document No.

  • Audit Title

  • Client / Site

  • Conducted on

  • Prepared by

  • Location
  • Personnel

A great welcome

  • Is there a lecture or sign "Wait to be seated"

  • Was there a queue at the entrance?

  • If yes, how long was the wait?

  • Were you acknowledged while waiting in the queue?

  • Were team members managing the Queue?

  • If the waiting time was longer than 5 minutes, did the team members offered you alternative location?

  • Were you offered a juice and newspaper?

  • Were you greeted within 1 minute when you reached the front of the queue?

  • When greeting did the Host made an eye contact?

  • Did the Host gave you a genuine smile?

  • Was the greeting warm and friendly?

  • Were you asked for your name at any point of time you arrived at the restaurant till you were seated at your table?

  • If your name was not on NON INCLUSIVE LIST, were you asked to clarify that you were a resident?

  • Were you taken to the table promptly?

  • Did the team member engage you in conversation on the way to the table?

  • Did they check the satisfaction with the location of your table?

  • Did the team member ask you if you had eaten breakfast at the hotel before?

  • Did you observe children were acknowledged and given colouring sheets?

  • Did the team member enthusiastically tell you about the breakfast on offer?

  • Were you informed who will look after you and bring the tea/coffee?

  • Were you given friendly parting comment by saying Enjoy your breakfast?

How to look great

  • Did the team members you saw and came in contact acknowledged you with smile?

  • Were the team members you saw and came in contact were well groomed (smell fresh, clean hands, no nail varnish and accessories/jewellery)

  • Were they wearing clean, ironed and stain free uniforms?

  • Were they all wearing a name badge?

  • Were the long hairs tied back neatly?

  • Were team members you came into contact with at the food zones making conversation with you and other guests?

Chefs

  • Did all team members you saw and came into contact acknowledged you with a smile?

  • Were the team members you saw and came in contact were well groomed (smell fresh, clean hands, no nail varnish and accessories/jewellery)

  • Were they wearing clean, ironed and stain free uniforms?

  • Were chefs you saw wearing clean aprons?

  • Were chefs you saw wearing hats?

  • Were chefs you saw engaging guests in friendly conversation?

Guest Satisfaction

  • Were the team members checking satisfaction throughout service (after delivering drinks, after clearing bowls and plates)

  • Did the team member ask "how was your breakfast?"

Getting the bill right

  • Was the bill brought to you promptly when you asked for it?

  • Was the bill correct?

  • Was the bill presented in a clean, well maintained, branded bill folder and branded pen?

  • Was the payment handled efficiently and provided you with a correct receipt?

A great farewell

  • 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

  • If yes, did they look personable, natural and engaged?

  • Did any team member make your farewell memorable that you would remember them if you visit restaurant again

  • If the host was busy with other guests, were you acknowledged and smile as you left?

  • Was the Breakfast Ready check list complete and and ready for inspection?<br>VHECK TODAY'S AND LAST TWO DAYS CHECK LIST

Environment - Ambiance

  • Was there an inviting "breakfast aroma" (Coffee and Bacon) coming from the restaurant?

  • Was the restaurant well lit throughout, either with artificial or natural light?

  • Was the temperature comfortable? (21 degrees)

  • Was there music playing at an audible volume? (Not loud enough to be intrusive)

  • Were you undisturbed by background noise throughout your breakfast? (Including noisy staff but excluding noise made by other guests)

Table setup

  • Was the floor of the restaurant clean?

  • Were the chairs clean and well maintained?

  • Was your table laid up correctly with the following <br>Three fold napkin

  • Cutlery (all in line) clean and free from marks. Can be positioned centrally or to one side?

  • 12 oz mug (to the right of the cutlery) clean and free from marks

  • A matching pair of well stocked acrylic salt and pepper grinder, clean and free from marks.

  • Milk jug with spoons (in the centre of the table), clean and free from marks

  • Sugar bowls containing sufficient white and brown sugar and sweeteners, clean and free from marks

  • Breakfast menu

  • If appropriate, was dirty crockery and cutlery cleared without leaning across you?

  • Were team members using clearing the table as an opportunity to interact with guests?

  • Were the team members clearing and relaying the tables soon after they were vacated?

Food and drinks Hot drinks

  • Were you greeted with a smile and made eye contact and name was used

  • Did your drinks host bring your order with 2 minutes of you being seated?

  • 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

  • Did the team member stood on the right hand side to get. Safe and clear access to the mug

  • Was it poured from the thermal flask into the mug without moving mug from the table?

  • Did the team members observing the tables and offering to refill the mugs?

  • Was the mug topped when no less than 1/4th full (milk jug replenished if required)

Coffee

  • Was the coffee served at right temperature?

  • Was the coffee served at the correct strength?

Tea

  • Was the tea delivered within 2 minutes of ordering?

  • Were you greeted with a smile and made eye contact and name was used

  • If possible and practical, was the pot of tea placed to your right hand side by the mug and the handle facing outward

  • Did the team member offered "if you would like another pot then I will be happy to brew that for you"

Hot Food Counter

  • Was the hot food counter clean and tidy (No spillages, or staff actively keeping clean)

  • Were display dishes clean and unchipped?

  • Were there enough serving spoons, tongs, fish slices and utensils resting trays - all clean and in good condition

  • Were all main course plates clean, unchipped, polished and pre warmed?

  • Were all the sauces bottles minimum 1/2 full with clean spout?

  • 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?

  • 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

  • Black pudding - it needs evenly sliced into wedges, lightly grilled on both sides one layer deep

  • Cumberland Sausages - Must be fully cooked and evenly coloured on all sides and no more than 2 layers deep

  • Oven baked rosti potatoes - an even golden brown neatly lined up

  • Grilled Plum Tomatoes - Should be halved, lightly grilled, retaining shape and one layer deep

  • Baked beans - pipping hot, plentiful, not showing a tide mark in the bowl

  • Grilled cup mushrooms - freshly grilled, golden brown, presented without the cooking juices

  • Scrambled Eggs - should be fresh, light, fluffy, seasoned. An even layer which is regularly refreshed.

  • Sauces - choice of Heinz Hot Sauce, HP Brown Sauce, Tomato Ketchup and Worcester Sauce

Were the following cooked-to-order items to specification?

  • 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

  • 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

  • Poached eggs - needs to be fresh, placed in lightly simmering salted water and should be asked if toast required.

  • Omelette - fluffy, evenly coloured and thoroughly cooked

Juice, whole fruit and cereals

  • Was the juicer clean and in good working condition?

  • Were there two bowls of fruit available for juicing (mixed variety of whole fruits)

  • Was the layout for creating your own juice setup according to planogram?

  • Glasses - polished, unchipped, sufficient numbers and displayed on wooden trays

Cereals

  • Were the cereals presented in red bowls served with a wooden spoon?

  • Was the weetabix served with either spoon or tong?

  • Was the milk dispenser polished and tap in working order?

  • Serving spoons - were they clean, in good condition and plentiful?

  • Dried fruits, nuts, and seeds with signage

  • Small bowl of sugar - placed next to cereals

  • Glasses - polished, unchipped, sufficient numbers and displayed on wooden trays

  • 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

  • Weetabix

  • Cornflakes

  • Granola

  • Muesli

  • Special K

  • 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.

  • Red apples

  • Green apples

  • Bananas

  • Oranges

Fruit Juices and water

  • Glasses - polished, unchipped, sufficient numbers and displayed on wooden trays

  • 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

  • Apple juice

  • Orange Juice

  • 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.

  • Jug of seasonal fruit juice

  • Jug of smoothie

  • Sparkling water - 750 ml bottle

  • Still water - 750 ml bottle

  • Was there a signage for the juices?

Milk

  • Semi Skimmed milk - churn should be clean, chilled and plentiful in supply

  • Full fat milk - available on request. If requested, should be served to the table in a maxi jug

  • Skimmed milk - available on request. If requested, should be served to the table in a maxi jug

  • Soya milk - available on request. If requested, should be served to the table in a maxi jug

  • Milk served in maxi jugs should be chilled, fresh and replenished as required

Bakery Zone

  • The counter should be well maintained with the bases free from debris

  • The Crockery - unchipped, polished and free from food debris

  • Is the toaster clean and in good working condition?

  • Test the toaster<br>Did the toast came out crispy and golden in colour

  • Plenty of serving utensils

  • Were there a chopping board with bread knife and linen napkin?

  • Were there holding trays?

  • Were there bowls for butter and margarine?

  • Beurre D'lsigny butter - served at room temperature and in plentiful supply?

  • Flora Margarine - served at room temperature and in plentiful supply

  • Jam - plentiful selection Strawberry and blackcurrent

  • Marmalade - plentiful and neatly presented

  • Honey - plentiful and neatly presented

  • Were there plentiful of tri-fold napkins?

  • Were there plenty of small plates?

  • Sliced Brown Bloomer bread - should be neatly presented, fresh and crusty on the outside light and soft inside

  • Sliced White Bloomer bread - should be neatly presented, fresh and crusty on the outside light and soft inside

  • Sourdough and wholemeal whole loaves - fresh, crisp with an even brown colour, displayed in a carved wooden basket

  • 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

  • Croissant

  • Honey and bran Muffin

  • Chocolate twist

  • Cranberry twist

  • Apple swirl

  • Custard pastry

Chilled Zone

Fruit and yoghurt

  • Buffet Unit - well maintained, clean and chilling the food adequately

  • 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.

  • We're there enough spoons available in each bowl?

  • Fruit segments available in a white bowls with spoons available?

  • Pink grapefruit segment - plentiful, well chilled, bright looking with not too much juice

  • Orange segment - plentiful, well chilled, bright looking with not too much juice

  • Diced Pineapple - should be ripe, look fresh, crisp and plentiful, with not too much juice

  • Seasonal selection of Melon - served chilled, bite size pieces, should be juicy, ripe, not hard or mushy

  • Individual pots of Greek yoghurt and 3 varieties of today's selection

  • Strawberry Yoghurt, Blueberry compote, fresh fruit compote available with signage

  • Meat and cheese on display with signage

  • Meat and cheese displayed as per planogram.

  • Serving fork to be available on each plate of meat

  • Small plates available, not piled too high

  • Wiltshire Gammon Ham - look fresh (not dried or curled) neatly presented and in plentiful supply

  • Mortadella - look fresh (not dried or curled) neatly presented and in plentiful supply

  • Ventricina Salami - look fresh (not dried or curled) neatly presented and in plentiful supply

  • Peppered Pastrami - look fresh (not dried or curled) neatly presented and in plentiful supply

  • Continental cheese selection available

  • 2 varieties of Loseley yoghurt, labels facing outside

Replenishing items

  • Were any of the items requested delivered quickly?

  • Were dishes removed from the buffet for replenishment?

  • Were team members replenishing the buffet as required?

  • Did the buffet look presentable, tidy and well stocked during the audit?

  • Any outstanding team member who deserves a mention?

  • Further comments

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