HH Steps of Service Audit - Nov23

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Location
  Address

• Was the phone answered within 5 rings?

  Yes

  No

  N/A

• Phone greeting appropriate? (Site name and name)

  Yes

  No

  N/A

• Acknowledged and greeted in a timely manner?

  Yes

  No

  N/A

• Host Stand greeting appropriate?

  Yes

  No

  N/A

• Booking handled swiftly?

  Yes

  No

  N/A

• Menus explained by host when sitting

  Yes

  No

  N/A

• Table set up to specification (Glass, Cutlery, S&P, Napkin)

  Yes

  No

  N/A

• Cutlery/glassware clean

  Yes

  No

  N/A

• Napkins folded neatly

  Yes

  No

  N/A

• Ambiance

  Good

  Fair

  Poor

  N/A

• Heating at the right level?

  Yes

  No

  N/A

• Lighting at the right level?

  Yes

  No

  N/A

• Music appropriate and on brand?

  Yes

  No

  N/A

• Server approach & intro correct

  Yes

  No

  N/A

• Pre-diner drinks offered (aperitifs / water/bar bites ...)

  Yes

  No

  N/A

• Blackboard explained

  Yes

  No

  N/A

• Was any dish/drinks suggested?

  Yes

  No

  N/A

• Allergens & Dietary requirements

  Yes

  No

  N/A

• Drinks / water deliver within 5 minutes

  Yes

  No

  N/A

Order

• Order taken within a reasonable time?

  Yes

  No

  N/A

• Suggestive selling?

  Yes

  No

  N/A

• Menu knowledge, dish described correctly

  Yes

  No

  N/A

• Steak temp asked

  Yes

  No

  N/A

• Included sides offered? Listed?

  Yes

  No

  N/A

• If straight to main, are waiting times communicated?

  Yes

  No

  N/A

• Trays in use during visit?

  Yes

  No

  N/A

• Drinks kept at appropriate level?

  Yes

  No

  N/A

• Starters visual check back?

  Yes

  No

  N/A

• Starters cleared swiftly?

  Yes

  No

  N/A

• Drinks upsell?

  Yes

  No

  N/A

• Table maintained throughout service

  Yes

  No

  N/A

• Main courses delivered within 20 mins?

  Yes

  No

  N/A

• How long did you wait?

  Yes

  No

  N/A

• Main course 3 bites check back

  Yes

  No

  N/A

• Manager Table touched?

  Yes

  No

  N/A

• Mains courses plates cleared swiftly after finishing?

  Yes

  No

  N/A

• Minimum of 5 minutes wait before desserts offered?

  Yes

  No

  N/A

• Suggestive selling? After diner drinks?

  Yes

  No

  N/A

• Yes

  No

  N/A

• Bill brought swiftly after asking? No more than 2 minutes?

  Yes

  No

  N/A

• Payment taken within a reasonable time?

  Yes

  No

  N/A

• Farewell appropriate and to spec

  Yes

  No

  N/A

• Yes

  No

  N/A

• Team work noticeable

  Yes

  No

  N/A

• Bar team involved in delivery of drinks when applicable

  Yes

  No

  N/A

• Host involved in service/running?

  Yes

  No

  N/A

• Overall staff attitude / demeanour

  Yes

  No

  N/A