HDV OOS new

• Hotel

• Conducted on

  Date

• Prepared by

WEBSITE RESERVATION

• Were you able to make a reservation for your required date, time, and area? (Check dates to see if they are available)

  Yes

  No

  N/A

BISTRO RESERVATION BY PHONE

• Was the call answered within rings?

  Yes

  No

  N/A

• Did you receive friendly greeting of "Good Morning/Afternoon/Evening Hotel Du Vin Bistro how may assist you?

  Yes

  No

  N/A

• Was your name taken at an appropriate point in the call and used thereafter?

  Yes

  No

  N/A

• Were you asked if you have dined with before?

  Yes

  No

  N/A

• Did the team member ask if there was a special reason for your visit?

  Yes

  No

  N/A

• Were you asked for your contact details (Email and contact number)?

  Yes

  No

  N/A

• Did the team member ask if there were any allergens in your party?

  Yes

  No

  N/A

• Were the details of the booking confirmed back to you, and were you informed that you would receive an electronic confirmation?

  Yes

  No

  N/A

• Was your call finished with a fond farewell?

  Yes

  No

  N/A

• Did you receive the confirmation email and was it correct?

  Yes

  No

  N/A

BAR DRINKS

• Was the music, atmosphere, lighting, and temperature appropriate for the time of day?

  Yes

  No

  N/A

• Were you acknowledged on entering the bar area and given a warm welcome?

  Yes

  No

  N/A

• Was a clean menu available on the table or given to you when seated in the bar?

  Yes

  No

  N/A

• Did the team member come over and introduce themselves? Were any suitable recommendations given?

  Yes

  No

  N/A

• Was there a bartender's cocktail recommendation of the day?

  Yes

  No

  N/A

• Were you asked if you would like any Amuse Bouche?

  Yes

  No

  N/A

• Did the team member use an iPad to take the order?

  Yes

  No

  N/A

• Did the team member check for any allergens in the party?

  Yes

  No

  N/A

• If specified, and you had an allergen, was the allergen procedure followed?

  Yes

  No

  N/A

• Were black napkins or black coasters placed on the table once the order had been taken?

  Yes

  No

  N/A

• Were the drinks delivered in a timely manner?

  Yes

  No

  N/A

• Were the drinks delivered to the table on a tray?

  Yes

  No

  N/A

• Did the team member check back on the table at any point?

  Yes

  No

  N/A

• Was the drink presented to brand standard? (Take photos)

  Pass

  Fail

  N/A

• Did you enjoy the drink?

  Yes

  No

  N/A

• Were you offered a second drink?

  Yes

  No

  N/A

• Were you offered a dinner reservation if you didn't already have one? Were you offered your drinks to be moved to your dinner tab?

  Yes

  No

  N/A

• Were your drinks carried through to the Bistro on a tray by a team member?

  Yes

  No

  N/A

• Was the bill presented in a timely manner and in a branded bill presenter? (If appropriate)

  Yes

  No

  N/A

• Did the team member build a rapport with you during your visit?

  Yes

  No

  N/A

• Were you wished a fond farewell on leaving the bar?

  Yes

  No

  N/A

DINNER IN BISTRO

• Upon arrival to the Bistro Host stand were you welcomed immediately and in a friendly way?

  Yes

  No

  N/A

• Was the music, atmosphere, lighting, and temperature appropriate for the time of day?

  Yes

  No

  N/A

• Did the team member confirm you had a reservation and take your name?

  Yes

  No

  N/A

• Were you taken to your table by the host?

  Yes

  No

  N/A

• Did the host give you a food menu relevant to the hotel offering and wine list?

  Yes

  No

  N/A

• Was the Bistro du Vin concept explained to you?

  Yes

  No

  N/A

• Were the special dishes of the day presented on the specials board, and recommendations made at the table?

  Yes

  No

  N/A

• Were you offered a pre-dinner drink recommendation? (If appropriate)

  Yes

  No

  N/A

• Were you offered water and was Purezza bottled water upsold?

  Yes

  No

  N/A

• Did your drinks arrive in a reasonable time frame?

  Yes

  No

  N/A

• Did the host confirm to you the server by their name or did the server introduce themselves?

  Yes

  No

  N/A

• Did the server confirm or ask if there were any allergens in the party?

  Yes

  No

  N/A

• If you stated you had an allergen, did a senior member of the team take over the service of your table and was the iPad used for the guest to make an informed decision on allergens?

  Yes

  No

  N/A

• Was the iPad used for taking the order?

  Yes

  No

  N/A

• Did the team member remove any extra place settings and or glassware?

  Yes

  No

  N/A

• Was the correct cutlery for your courses on the table or exchanged prior to food service?

  Yes

  No

  N/A

• Were sides and sauces recommended when the order was taken?

  Yes

  No

  N/A

• Were any amuse-bouches offered to you to start?

  Yes

  No

  N/A

• Were any wines recommended to go with your meal?

  YES

  NO

  N/A

• Was your wine served an appropriate amount of time?

  Yes

  No

  N/A

• Was your wine served in an appropriate amount of time? Was the correct glassware used? Was the white wine stored in an appropriate location once served (iced wine bucket)?

  YES

  NO

  N/A

• If ordering a bottle of wine was the wine presented to the host, correctly opened at the table, and was the taste of the wine poured for the host to approve?

  Yes

  No

  n/a

• Did the team member pour the guests' wine first then top up the host's glass?

  Yes

  No

  N/A

• Was wine and water topped up throughout the meal?

  Yes

  No

  N/A

• Were your amuse-bouches delivered to the table in a reasonable amount of time?

  Yes

  No

  N/A

• Were your starters delivered to the table in a reasonable amount of time?

  Yes

  No

  N/A

• If you or your guests had an allergy, was their dish brought to the table separately and first?

  Yes

  No

  N/A

• Were the dishes placed in front of the correct people and the food not auctioned at the table?

  Yes

  No

  N/A

• Please rate your starters for quality and taste

  Good

  Fair

  Poor

  N/A

• Were the starters served to brand standard? (Take Photos)

  Pass

  Fail

  N/A

• Was check back completed shortly after starters were delivered?

  Yes

  No

  N/A

• Were your starters cleared once the whole table had finished and in a reasonable time?

  Yes

  No

  N/A

• Were your mains brought to the table in a reasonable time?

  Yes

  No

  N/A

• Were the dishes placed in front of the correct people, and the food not auctioned at the table?

  Yes

  No

  N/A

• Were you offered condiments appropriate to your order?

  Yes

  No

  N/A

• If you or your guests had an allergy, was their dish brought to the table separately and first?

  Yes

  No

  N/A

• Was a check back completed shortly after mains were delivered?

  Yes

  No

  N/A

• Please rate your mains for quality and taste.

  Good

  Fair

  Poor

  N/A

• Were your mains served to brand standard? (Take Photos)

  Pass

  Fail

  N/A

• Were your mains cleared once the whole table had finished and in a reasonable time?

  Yes

  No

  N/A

• Were you offered dessert and cheese menus?

  Yes

  No

  N/A

• Were any recommendations made for dessert?

  Yes

  No

  N/A

• Were you upsold dessert wine or port?

  Yes

  No

  N/A

• If you or your guests had an allergy, was their dish brought to the table separately and first?

  Yes

  No

  N/A

• Were the dishes placed in front of the correct people and the food not auctioned at the table?

  Yes

  No

  N/A

• Please rate your desserts for quality and taste.

  Good

  Fair

  Poor

  N/A

• Were your desserts served to brand standard? (Take Photos)

  Pass

  Fail

  N/A

• After finishing desserts were you offered any hot drinks or digestifs?

  Yes

  No

  N/A

• If there were any issues with the meal, was it appropriately dealt with and rectified?

  Yes

  No

  N/A

• Was the bill presented in a timely manner and displayed in a branded bill wallet?

  Yes

  No

  N/A

• Was your bill correct?

  Yes

  No

  N/A

• Were you wished a fond farewell as you left the Bistro?

  Yes

  No

  N/A

BREAKFAST IN THE BISTRO

• Were you greeted by the host in an appropriate amount of time and in a friendly manner?

  Yes

  No

  N/A

• Was the music, atmosphere lighting, and temperature appropriate for the time of day?

  Yes

  No

  N/A

• Were you asked for your name and then room name/number?

  Yes

  No

  N/A

• Were you seated at a clean and prepared table, and was the breakfast service clearly explained?

  Yes

  No

  N/A

• Were you asked for your hot drinks order and advised of the hot drinks service?

  Yes

  No

  N/A

• Were you advised that the continental buffet and toast is self-service and available from the buffet area?

  Yes

  No

  N/A

• Were you advised that a team member will come to take the hot food order and their name?

  Yes

  No

  N/A

• Was the order taken in an appropriate time?

  Yes

  No

  N/A

• Were you asked if there were any allergens in the party?

  Yes

  No

  N/A

• If there were allergens, did a senior member of the team explain what was available on the buffet and did they take the hot food order?

  Yes

  No

  N/A

• Was the order taken with an iPad and the menu removed from the table?

  Yes

  No

  N/A

• Was the hot breakfast delivered in an appropriate amount of time and delivered on a warm plate?

  Yes

  No

  N/A

• Were any empty dishes cleared from the table throughout your breakfast?

  Yes

  No

  N/A

• Did the buffet look full and appetizing, and were all items clearly labeled?

  Yes

  No

  N/A

• Were appropriate condiments offered with the hot breakfast service?

  Yes

  No

  N/A

• If allergens were identified, did the dish come out separate and first to the table?

  Yes

  No

  N/A

• Please rate the quality and taste of your breakfast and the buffet.

  Good

  Fair

  Poor

  N/A

• Were the buffet and hot breakfast served to brand standard? (Take Photos)

  Pass

  Fail

  N/A

• Did you receive check back shortly after your hot breakfast was delivered?

  Yes

  No

  N/A

• Was the bill presented in a timely manner and in a branded bill presenter? (If appropriate)

  Yes

  No

  N/A

• Were you wished a fond farewell on leaving the Bistro?

  Yes

  No

  N/A

OVERALL EXPERIENCE

• Please rate your guest experience throughout your visit

  Good

  Fair

  Poor

  N/A

• What was the most positive aspect of your experience?

• What could be improved for next time?