Title Page
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Site conducted
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Conducted on
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Prepared by
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Location
Dinner
Restaurant: Host Service
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If a reservation is made over the phone, staff patiently and graciously accepts the reservation, thanks the guest for the booking and closes the interaction with a polite and appropriate remark<br>
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Online reservation engine is available, easy to navigate and complete a booking<br>
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Reservations are confirmed prior to visit or, when in residence, upon arrival to hotel<br>
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Staff politely acknowledges the guest when appropriate, including an immediate greeting upon arrival
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments<br>
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
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Staff readily smiles and maintains an engaging expression<br>
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Staff makes eye contact and keeps focus on the guest
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The details of the reservation, including name, number of guests and time, are accurate.<br>
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On arrival, assistance with personal belongings is proactively offered <br>
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If reserved, tables are ready within five minutes of the appointed time<br>
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If waiting is required, the guest is offered a comfortable seating area
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If waiting is required, host quotes an estimated wait time. The guest is seated no more than 10 minutes past the quoted time
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If the guest has taken cocktails in the bar, staff carries beverages to the dining table on a tray
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If the guest has taken cocktails in the bar, the charges are automatically transferred to the dinner bill; the guest is not presented with a bill in the bar
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Guests are fully escorted to their seats, and staff remains beside the table until all guests are comfortable
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When appropriate, chair assistance is offered<br>
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If reserved, the table is preset for the exact number of guests upon seating<br>
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The guest is greeted warmly and appreciatively<br>
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If the guest has checked personal belongings, the process is secure. Staff is aware of this and retrieves the items automatically upon departure without reminder from the guest<br>
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The guest's departure is handled graciously and thoroughly, including at least a partial escort to the doorway<br>
Restaurant: Food Quality
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If ordered or provided, bread service and accompaniments are exceptional in quality and presentation<br>
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If ordered, the cheese course is distinctive in presentation and selection<br>
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A distinctive culinary gift from the chef is delivered to the table at some point during meal<br>
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All foods are fresh; they are never frozen unless specifically advised on the menu and never tinned<br>
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Portions are appropriate<br>
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Food presentations are dynamically interesting and photogenic<br>
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Dishes are interesting to eat and provide varying contrasts of texture<br>
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Food presentations are perfectly executed with evident care given to each individual item on each plate<br>
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Serving dishes are varied and enhance the presentation of the food<br>
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Food presentations are approachable and not difficult to eat<br>
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Food temperatures are perfectly balanced at the moment of service<br>
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For dishes that have been ordered with a specific temperature, the preference is matched exactly<br>
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For cooked dishes with no requested temperature, the cooking is perfectly executed<br>
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Food flavor indicates a complete balance<br>
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When serving each dish, staff provides a brief description or highlights unusual ingredients<br>
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All condiments are presented in small ramekins or dishes with appropriate service piece; no portion packets are used except sweeteners<br>
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Menu offers a variety of nutritionally focused options; dietary restrictions are considered<br>
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Menu features items that are clearly appropriate to the season<br>
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The menu offers an interesting interpretation of the restaurant's concept<br>
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Menu offerings are diverse in that there are a range of dishes for more- and less-adventurous diners<br>
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The dessert menu offers a variety of creative choices that are in keeping with the cuisine style of the restaurant<br>
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Efforts are made to showcase seasonal, locally sourced ingredients on the menu
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"Efforts are made to showcase sustainably sourced offerings on the menu<br>"<br>
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Efforts are made to showcase plant-based offerings on the menu<br>
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Food quality and presentation were exceptional in a way that was remarkable or memorable<br>
Restaurant: Beverage Quality
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A full range of specialty coffees and teas is available<br>
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If provided, the beverage menu lists at least two high quality non-alcoholic options<br>
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All beverages are served at appropriate temperatures or within the parameters of the guest's request<br>
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Mixed drinks/cocktails are dynamically interesting and/or photogenic
Restaurant: Server
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments<br>
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction<br>
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Staff readily smiles and maintains an engaging expression<br>
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Staff makes eye contact and keeps focus on the guest
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Staff exhibits a genuine sense of interest and concern for the guest's satisfaction and/or demonstrates anticipatory service when appropriate and helpful<br>
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Staff can confidently exhibit the ability to engage guests with remarks about the food, wine or related topics in a fluent and nonintrusive manner<br>
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Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff<br>
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known<br>
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Staff is discreet and unintrusive throughout the meal<br>
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Staff does not decline any request without offering appropriate alternatives<br>
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All staff encountered are wearing clean and well-fitted uniforms<br>
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Staff uniforms are exceptional in design and style and appropriate to the setting<br>
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Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene <br>
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Staff maintains alert posture and behaves professionally in view of the guest<br>
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Once the guest is seated, the table is politely greeted within one minute.<br>
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All pre-dinner beverages requested for the table, bar counter or lounge are served within seven minutes of being ordered<br>
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Refills or follow-up rounds are readily offered or provided within 30 seconds of the guest's beverage being fully empty<br>
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A choice of waters is offered prior to pouring<br>
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When fresh bottles of water must be opened after the original bottle is depleted, the staff either asks the host's permission to replace or there is no charge for additional bottles<br>
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No bottles are left directly on the table; if a bottle is left on the table, a bucket or coaster is used<br>
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All menus are distinctive in design and consistent with the restaurant's identity<br>
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All menus and the check presenter are in excellent condition.<br>
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All collateral, including menus and digital content, is current, free of errors and grammatically correct.<br>
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Staff explains the menu and/or points out highlights prior to taking the food order<br>
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Before taking the guest's order, service staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known<br>
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If asked for a menu recommendation, the staff seamlessly offers thoughtful suggestions<br>
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Staff can describe with considerable detail the preparation methods and ingredients of each menu item<br>
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If asked for an off-menu item or an adjustment to a menu dish, the staff reacts graciously and accommodatingly<br>
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Throughout all ordering and recommendations, staff remains patient, helpful and enthusiastic<br>
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Menu is not written in a way that is intimidating or confusing to the guest<br>
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If appropriate to cuisine style, a wine list or equivalent is automatically provided<br>
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Staff can make knowledgeable and helpful wine recommendations<br>
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Wine service is delivered with no sense of pretension<br>
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Wine service always includes demonstration of the label and pouring at the table with the label of the bottle facing the guest<br>
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Wine service includes the offer of a tasting sample<br>
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Wines are served in varietal-appropriate stemware; one style glass is not used for all wine styles/varietals<br>
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A sommelier/wine steward's assistance is offered or available<br>
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In the case of a wine pairing, wine is poured prior to food being served<br>
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All dishes are accurately served as ordered and to the guest who ordered them; staff does not have to ask who receives which item<br>
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Appropriate cutlery is delivered to the table prior to each course and is taken away when the course is cleared; fresh cutlery is set for each new course<br>
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All guests are served simultaneously, course by course, and cleared simultaneously, course by course<br>
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Clearing of the table before the dessert course will be especially thorough, with all food and condiment tableware removed and the table thoroughly crumbed or equivalent<br>
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Napkins are either refolded or replaced when a guest gets up from the table during the meal<br>
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In the event that a spill occurs, the staff reacts immediately, with graciousness, and ensures that the tabletop is restored to a pristine condition without creating a diversion<br>
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The pace of the meal is such that the guest is not required to think about when the next step will occur<br>
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It is not necessary to prompt for the staff, as they have anticipated all requirements and automatically provided or offered them<br>
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In handling all dishes, glasses and bottles, staff is efficient yet discreet, always precise and professional in their movements and uses trays as appropriate<br>
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Throughout the meal, table is attentively maintained<br>
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The level of interest in service remains constant and positive throughout the meal<br>
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If restaurant features an open kitchen within guest view, kitchen staff behaves professionally<br>
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The bill is not presented until requested or until it is obvious that the guest is ready to leave; if requested, it is ready within two minutes<br>
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The bill is completely accurate when presented<br>
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If applicable, charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology<br>
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Staff specifically thanks the guest and closes the evening with a polite and appropriate remark<br>
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There was nothing to complain about during the meal<br>
Dinner: Beverage/Wine Menu
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At least five well-chosen and diverse red wines, five white wines and three Champagne/sparkling wines by the glass are available<br>
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The wine list is thoughtfully compiled. Wines listed are all available. Reserve bins are treated equally and listed together among all wines<br>
Dinner: Sustainability
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Efforts are made to reduce single-use plastic during the meal
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Beyond food sourcing, restaurant engages in obvious sustainability practice programs<br>
Dinner: PR - Sales & Marketing
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The restaurant's website is notable in design and consistent with the property and/or brand
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The restaurant's website is intuitive and seamless to navigate<br>
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Content on the restaurant website is current, free of errors and grammatically correct<br>
Dinner: Facility - Engineering
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Chairs and/or seats are completely clean, in excellent condition and hygienic in appearance<br>
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Table is in excellent condition, sturdy and completely clean<br>
Dinner: Facility - F&B
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Within the guest's specific dining area, floors/carpets are completely clean, free of crumbs, debris or other unsanitary conditions<br>
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All table linens are in excellent condition, clean and pressed<br>
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Cloth napkins are used. All table linens are of excellent quality<br>
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All serviceware is in excellent condition and completely clean and hygienic in appearance<br>
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Serviceware is of excellent quality and cohesive in appearance<br>
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Coffees and/or teas are appropriately presented in high quality serviceware<br>
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Vacated tables are swiftly cleared and reset with key components for dinner service, regardless of the hour<br>
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Side stations are kept neat and organized; jack stands are not used on the dining room floor<br>
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The dining room exhibits a well-organized and professional appearance; tables are uniformly set<br>
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The restaurant and tabletop are notable in terms of their design and the elements combine to create a sense of place while remaining consistent with the theme<br>
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The dining room temperature is comfortable and unnoticed by guests<br>
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The restaurant lighting is comfortable, enabling menu reading, but provides privacy and ambiance<br>
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Music and/or entertainment are provided in a style appropriate to the restaurant setting; volume and sound quality are comfortable<br>
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The overall noise level of the restaurant is comfortable <br>
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The public areas of the restaurant are thoroughly clean and in excellent condition<br>
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The restroom is conveniently located within or near the restaurant<br>
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When asked where the restroom is located, a member of the staff at least partially escorts the guest there<br>
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The table arrangement is comfortable and private, enabling conversation and adequately distanced from service traffic<br>
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The restaurant location, design and/or other aesthetic elements combined to create a strong sense of place
Dinner: Facility - Public Areas
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The restrooms are extremely clean, in excellent condition and well-stocked
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The restrooms are in keeping with the interior design style of the restaurant or overall property, if applicable. Adequate space and lighting are available for grooming<br>
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Efforts are made to reduce single-use plastic in the restaurant's restroom
Dinner: Restaurant General + Concept
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The uniqueness of the restaurant concept was apparent throughout the visit, and the overall experience distinctly stood out
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You would readily recommend this restaurant to others, and there was great value in the service and overall experience<br>
