Title Page
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Conducted on
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Prepared by
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Audited person
SERVICE:
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Was the guest greeted or acknowledged within 1 minute upon entering the bar/lounge?
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Did the employee offer to take the drinks order within 3 minutes of seating?
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Did the employee show good product knowledge when taking the order?
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Did the employee offer a choice of brand/variety when taking the drink order if there was an opportunity to do so?
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Did the employee offer the option to order food or supply a restaurant menu?
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Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay?
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Was the correct order served to each guest without any prompting required?
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Were drinks served and cleared using a tray?
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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)?
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If wine by the glass is ordered, did the waiter present the bottle and offer a sample before filling the glass accordingly (n/a for Enomatic wine system by the glass)?
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Did the waiter supply and place drinks on coasters (not required for stemware)?
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Were the drinks served in the correct, clean (unchipped) glassware with the appropriate fresh garnish and a non-plastic stir stick/straw (if required)?
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Was the drink appropriately chilled (if applicable)?
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Did the waiter automatically offer a minimum of two varieties of snacks and in the case of shelled nuts or olives, was a pit bowl provided?
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Were the snacks fresh and of good quality?
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Were the snacks topped up as required?
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Did the waiter supply serviettes with the snacks/drinks?
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Were vacated tables promptly cleared?
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Did the waiter offer an additional drink within 2 minutes of glass being empty?
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Was the bill clearly itemized and correct and was it presented within 3 minutes of request?
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Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
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Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
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Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
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Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
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Did the employee use the guest's name naturally and discreetly without overusing it?
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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 other the hotel facilities or immediately offer to find out the information required?
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Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
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Did the employee adapt to a changing situation and/or guest's need'?
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Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
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Did an employee personalize the interaction in any way and engage the guest as an individual?
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Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
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Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
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Did employees maintain alert postures and respect the guest's presence when interacting with each other?
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Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
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TABLE LAYOUT/BAR:
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Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?
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Were all tables in the bar/lounge consistently laid up?
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If a bar list was provided, was it clean and in good repair, grammatically correct and easy to read?
