Title Page
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Conducted on
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Prepared by
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Location
Personnel Grooming
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Display a neat and clean appearance.展现整洁干净的外观
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Wear a complete and tidy uniform.穿着完整、整洁的制服。
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Exhibit good posture and body language展现良好的姿势和肢体语言
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Staff are groomed to reflect brand image, with no obvious signs of illness.
Greeting Quality Service
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Upon eye contact, staff greet the customer verbally with a smile immediately.员工与顾客眼神接触后，立即微笑地向顾客打招呼
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Staff encourage a welcoming and friendly conversation.员工与顾客眼神接触后，立即微笑地向顾客打招呼
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Staff at counter are facing the customer, arms not crossed, hands not in pockets, maintaining pleasant face, eye contact and using open hand gesture when appropriate or needed.柜台工作人员面向顾客，双臂不交叉，手不插在口袋里，保持愉快的面容和目光接触，并在适当或需要时使用张开的手势。
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Staff speak clearly using understandable language with cheerful tone of voice and the right volume adjusting to customer‟s speed of speech.工作人员说话清晰，使用易懂的语言，语调愉快，音量适合顾客的语速。
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Staff at floor or till are polite, using courteous words, addressing customer with proper titles, not using words like "No it's the policy" or interrupting when customer is speaking. 楼层或收银台的工作人员都很有礼貌，使用礼貌用语，用适当的头衔称呼顾客，不会使用“不，这是政策”这样的词语，也不会在顾客说话时打断他们。
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Staff are also greet their colleagues and/or customers with respect and integrity.员工也以尊重和诚信的态度对待同事和/或客户。
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Staff say out the Welcome slogan 工作人员高呼欢迎口号
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Staff proactively greet customer when they pass by. 顾客路过时工作人员会主动打招呼。
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How many staff members take the initiative to greet guests有多少工作人员主动迎接客人
Hosting Service Quality Check
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Greet guests within 30 seconds of arrival.在客人抵达后 30 秒内迎接客人。
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Order is prepared correctly, with presentable appearance as per customer's request.
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Smile warmly and make eye contact.热情地微笑并进行目光接触。
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Use a friendly and welcoming tone使用友好而热情的语气
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Introduce themself by name.介绍自己的名字。
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Ask for the guest’s name and reservation details询问客人姓名和预订详情
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Engage in light conversation while escorting to the table.在护送至餐桌时进行轻松的交谈。
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Pull out chairs if appropriate.如果合适，拉出椅子。
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Inform guests of specials or promotions.告知客人特价或促销活动
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Guide guests on the ordering process.指导客人完成点餐流程。
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Inform them of the estimated time for their order to be ready.告知他们订单预计完成的时间。
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Thank guests and excuse yourself politely.谢谢客人并礼貌地离开。
Farewell Service Quality
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Do staff members proactively bid customers farewell when they are leaving顾客离开时，工作人员是否主动向顾客告别
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Cashier to check with guests their dining experience.收银员向客人询问他们的用餐体验。”
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Does the cashier bid customers farewell after completing the billing process收银员结账后有跟顾客告别吗？
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Does the hosting also bid farewell to customer.门迎人员也送别客户。
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Does the hosting Extend an invitation to return: “We look forward to seeing you again"门迎是否发出再次光临的邀请：“我们期待再次见到你”
Consistency and Improvement
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Consistency in the greeting approach among different staff members不同工作人员的问候方式是否一致
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Regular review and practice of greeting protocols.定期审查和练习问候礼仪。
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Staff training on greeting procedures员工关于问候程序的培训。
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