Title Page
-
Restaurant:
-
Conducted on
-
Prepared by
-
-
State the items ordered
-
Staff acknowledges the guest when appropriate and reasonably possible<br>
-
If there is a wait, staff politely informs the guest approximately how long it will take. Table is honored within five minutes of time quoted
-
If waiting is required, a comfortable waiting area is available<br>
-
Staff is highly articulate and avoids slang and excessive use of phrase-fragments<br>
-
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction<br>
-
Staff readily smiles and maintains an engaging expression<br>
-
Staff makes eye contact and keeps focus on the guest<br>
-
Staff exhibits a genuine sense of interest and concern for the guest<br>
-
It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them
-
The guest does not have to repeat a request, as channels of communication are consistent among staff<br>
-
Staff performs the requirements of their department knowledgeably and proficiently<br>
-
Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance<br>
-
The guest's name is used naturally as a signal of recognition<br>
-
Interactions are closed with polite, appropriate remarks<br>
-
All staff encountered are wearing professional, clean and well-fitted uniforms<br>
-
All staff encountered are extremely well-groomed<br>
-
Staff maintains alert posture and behaves professionally in view of the guest<br>
-
Staff is discreet and unintrusive throughout the experience, while remaining attentive<br>
-
Staff does not decline any request without offering appropriate alternatives<br>
-
The guest is greeted immediately at restaurant entry, escorted to table and provided with chair assistance<br>
-
The table is greeted immediately and appropriate beverages are offered<br>
-
Coffee and tea service is presented in a refined manner<br>
-
Refills are readily offered or provided within one minute of the guest's beverage being fully empty<br>
-
If asked for menu recommendations, staff can provide helpful information<br>
-
Server can helpfully discuss details of menu items<br>
-
Staff can helpfully discuss beverage offerings<br>
-
After ordering, cold breakfasts are served within seven minutes and hot breakfasts within 10 minutes, unless advised otherwise by server<br>
-
State exactly how long this took:
-
Menu presented is in pristine condition, free of stains and water spots and not damaged<br>
-
Breakfast includes a choice of juices, at least two of which are fresh or distinctive
-
Breakfast includes many ripe fresh fruits and a variety of excellent freshly baked breakfast breads
-
Menu offers items for guests seeking nutritionally focused dishes
-
Menu provides an exceptional and interesting variety
-
Hot foods and beverages are hot when served; cold foods and beverages are chilled
-
Foods and beverages are fresh and use high quality ingredients
-
Foods are flavorful and well-seasoned/balanced
-
Portions are generous and appropriate<br>
-
Food presentation is precise and carefully plated<br>
-
Cooking is done properly and as requested<br>
-
All ordered items are accurately served<br>
-
No communal condiments or portion packets are used, except sweeteners<br>
-
If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service<br>
-
If a buffet, the food is well-stocked, fresh and appetizing in overall appearance. There are not any dishes more than one-quarter empty and there are not any juice pitchers more than half empty
-
If a buffet, the presentation is eye appealing and inviting
-
If a buffet, there is an a la minute option and station for individual preparation of egg dishes and/or other hot foods<br>
-
When applicable, buffet offers an appropriate and thoughtful selection of international dishes<br>
-
If a buffet, all appropriate dishes are clearly and elegantly labeled<br>
-
All staff encountered at the buffet are polite, helpful and professional<br>
-
It is possible to receive a selection of specialty coffees and/or teas at any time<br>
-
Table is in excellent condition and completely clean<br>
-
Cloth napkins are used and are in excellent condition, clean and pressed<br>
-
The guest's seating area is clean and in excellent condition<br>
-
Glassware, china, cutlery and serving pieces are in excellent condition, completely clean and hygienic in appearance<br>
-
Service ware is of excellent quality and cohesive in appearance<br>
-
All proper cutlery is provided<br>
-
Removal of soiled dishes is convenient<br>
-
The presentation of the bill is prompt<br>
-
The bill is accurate<br>
-
The dining room exhibits a well-organized and professional appearance; tables are uniformly set and vacated tables are swiftly cleared<br>
-
The dining environment is very comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate<br>
-
The dining table and seating is very comfortable, with ample room on table to read newspaper or work on papers, etc.<br>
-
When appropriate, it is possible to have a complete hot breakfast in 30 minutes<br>
-
The service is handled without excessive delays or interruptions<br>
-
The dining experience includes especially notable elements<br>
-
During the meal, how did you feel about the service provided by your server(s)?
-
How did you feel about the quality of the food in terms of the choice, presentation and taste?
-
Following your meal, how did you feel about your overall dining experience, including the setting and atmosphere?
-
State the meal period tested
-
State the items ordered
-
State each staff member included in this section, their position.
-
Telephone conversation is calm and clear
-
The guest is always asked permission before being placed on hold<br>
-
No telephone hold longer than 30 seconds without offering call-back<br>
-
Staff is highly articulate and avoids slang and excessive use of phrase-fragments<br>
-
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction<br>
-
Staff readily smiles and maintains an engaging expression<br>
-
Staff makes eye contact and keeps focus on the guest<br>
-
Staff exhibits a genuine sense of interest and concern for the guest<br>
-
It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them<br>
-
Cross-departmental channels of communication among staff are consistent and complete<br>
-
Staff performs the requirements of their department knowledgeably and proficiently<br>
-
Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance<br>
-
The guest's name is used naturally as a signal of recognition<br>
-
Staff closes interactions with polite, appropriate remarks<br>
-
All staff encountered are wearing professional, clean and well-fitted uniforms<br>
-
All staff encountered are extremely well-groomed<br>
-
Staff does not decline any request without offering appropriate alternatives<br>
-
Menu provides an appealing and interesting variety<br>
-
Order taker can helpfully discuss details of foods and beverages<br>
-
Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later<br>
-
State exactly how long this took:
-
Lunch and dinner are served within 30 minutes in hotels and within 40 minutes in resorts; breakfast is served within 25 minutes in hotels and within 30 minutes in resorts<br>
-
Staff conveniently sets the table so the meal is ready to begin<br>
-
Beverages are opened and poured in the room<br>
-
Wine by the glass is presented in a bottle and poured in the room<br>
-
Chair(s) is brought to the table and the seating arrangement is fully comfortable<br>
-
Plastic wrappings and plate covers do not remain on any dishes<br>
-
Table is decorated with flower or other centerpiece item<br>
-
Food presentation is precise and carefully plated<br>
-
Hot foods and beverages are hot when served; frozen items are firm at the time of consumption<br>
-
Foods and beverages are fresh and use high quality ingredients<br>
-
Foods are flavorful and well-seasoned/balanced<br>
-
Portions are generous and appropriate<br>
-
Cooking is executed properly and as requested<br>
-
All ordered items are accurately served<br>
-
No portion packets used except sweeteners<br>
-
It is possible to receive a selection of specialty coffees and/or teas at any time<br>
-
Coffee and tea service is presented in a refined manner<br>
-
Tray or in-room dining cart is in excellent condition and completely clean<br>
-
Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed<br>
-
Glassware, china, cutlery and serving pieces are in excellent condition, completely clean and hygienic in appearance<br>
-
Serviceware is of excellent quality and cohesive in appearance<br>
-
All proper cutlery is provided<br>
-
Removal of soiled dishes occurs within 10 minutes at a hotel and 15 minutes at a resort<br>
-
State exactly how long this took:
-
The service is handled without excessive delays or interruptions<br>
-
The in-room dining experience includes especially notable elements<br>
-
How did you feel about the overall combined service provided by the staff?
-
How did you feel about the quality of the food in terms of the choice, presentation and taste?
-
Following your in-room dining meal, how did you feel about it overall?
