Title Page

  • Location Audited

  • Conducted on

  • Lady or Gentleman Audited

  • Auditor

Services

Courtesy and Manners

  • Staff politely acknowledged the guest when appropriate and reasonably possible.

  • Staff is highly articulate and avoids slang and excessive use of phrase-fragments.

  • Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.

  • Staff readily smiles and maintains an engaging expression.

  • Staff makes eye contact and keeps focus on the guest.

  • Interactions are closed with polite, appropriate remarks.

Efficiency

  • If waiting is required, an estimated wait time is quoted. The guest is seated no more than 5 minutes past the quoted time.

  • Once the guest is seated, the table is politely greeted within one minute.

  • Refills or follow-up rounds are readily offered or provided within one minute of the guest’s beverage being fully empty.

  • After ordering, cold breakfasts are served within 7 minutes and hot breakfasts within 10 minutes, unless advised otherwise by server.

  • When applicable, the page of the meal is consistent; the guest does not have to wait or wonder when the next step or service will occur.

  • The presentation of the bill is prompt.

  • Vacated tables are cleared within 5 minutes.

  • The service is handled without excessive delays or interruptions.

Graciousness, Thoughtfulness, & Sense of Personalized Service

  • Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful.

  • 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.

  • Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if know.

  • Staff is discreet and in intrusive throughout the experience, while remaining attentive.

  • Staff does not decline any request without offering appropriate alternatives.

Guest Comfort and Convenience

  • If waiting is required, a comfortable waiting area is available.

  • It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them.

  • The guest is escorted to their table and provided with chair assistance.

  • If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service.

  • If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods.

  • If a buffet, all appropriate dishes are clearly and elegantly labeled.

  • It is possible to receive a selection of specialty coffees and teas at the same time.

  • The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate.

  • The seating and table arrangement are comfortable, including ample tabletop space.

Technical Execution, Skill, & Knowledge

  • Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance.

  • If asked for menu recommendations, staff can provide helpful information.

  • Staff can helpfully discuss details of menu items.

  • Staff can helpfully discuss beverage offerings.

  • All items ordered are served accurately and server does not have to ask who ordered what.

  • All proper cutlery is provided.

  • Removal of soiled dishes is convenient.

  • The bill is accurate.

  • The dining room exhibits a well-organized and professional appearance; tables are uniformly set.

Staff Appearance

  • All staff encountered are wearing clean and well-fitted uniforms.

  • Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.

  • Staff maintains alert posture and behaves professionally in view of the guest.

Sense of Luxury

  • Menu and/or buffet provides an exceptional variety, including concept-driven specialty dishes.

  • Condiments are elegantly presented.

  • If a buffet, the presentation is exceptionally eye appealing and inviting.

  • Coffee and tea service is presented in a refined manner.

Wellness

  • Before taking the guest’s order, staff inquired about dietary restrictions, preferences or allergies or proactive acknowledges these if previously made known.

  • If dietary restrictions, preferences, or allergies are made known and a dish modification is required, staff appropriately acknowledged these when serving the meal.

  • Menu and/or buffet includes at least 2 high quality health-conscious beverages.

  • Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered.

  • Foods and beverages are fresh and use high quality ingredients.

Food and Beverage Quality

  • Hot foods and beverages are hot when served; cold foods and beverages are chilled.

  • Foods are flavorful and well-seasoned/balanced.

  • Portions are appropriate.

  • Food presentation is precise and carefully plated.

  • Cooking is done properly and as requested.

  • 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.

Facilities

Sense of Luxury

  • Serviceware is of excellent quality and cohesive appearance.

Cleanliness and Condition

  • Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct.

  • If a buffet, the appearance is exceptionally hygienic.

  • Table is in excellent condition and completely clean.

  • Cloth napkins are used and are in excellent condition, clean and pressed.

  • The guest’s seating area is clean and in excellent condition.

  • Serviceware is in excellent condition, completely clean and hygienic in appearance.

Sustainability

Facilities

  • Menu offering include sustainably sourced options.

  • Efforts are made to reduce single-use plastic.

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