Title Page
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Conducted on
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Prepared by
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Audited person
SERVICE:
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Was the guest greeted or acknowledged within 1 minute upon entering the restaurant/lounge or within 5 minutes if seated at the beach or poolside lounger?
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In the case of a single diner, was a newspaper/reading material or digital equivalent (i.e. pressreader) offered (applicable to all day dining venues only)?
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Did the employee present a menu (if applicable) and offer to take the food and beverage order within 5 minutes of seating, or within 5 minutes of presenting a menu if seated at the beach/poolside lounger?
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Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set priced menus and/or any items that were not available?
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Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?
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Did the employee accommodate any reasonable off menu requests?
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Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments, etc.)?
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Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay?
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Were drinks served and cleared using a tray?
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Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)?
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Was the correct order served within 15 minutes of order or 20 minutes if ordered from the beach/poolside lounger, unless the employee informed the guest of an expected delay (i.e. due to longer preparation times)?
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Was the correct order served to each guest without any prompting required?
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Were all plated items served with as little disruption to the guest as possible?
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Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?
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Did the waiter offer an additional beverage within 2 minutes of drink being empty or 5 minutes if seated at the beach/poolside lounger?
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Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?
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Did the waiter automatically offer desserts, either verbally or by presenting the menu?
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Was dessert served within 10 minutes of order being taken or within 15 minutes if seated at the beach/poolside lounger?
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Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) n/a to beach/poolside lounger service?
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Was the coffee/tea served within 5 minutes of order and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?
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Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas)?
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Did an employee visit the table to ascertain at any point if service was satisfactory?
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Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request?
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Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
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THE EMPLOYEE - BEHAVIOURAL STANDARDS:
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Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
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Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
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Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
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Did the employee use the guest's name naturally and discreetly without overusing it?
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Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?
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Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
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Did the employee adapt to a changing situation and/or guest's need'?
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Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
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Did an employee personalize the interaction in any way and engage the guest as an individual?
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Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
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Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
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Did employees maintain alert postures and respect the guest's presence when interacting with each other?
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Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
MENU AND FOOD:
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Was the menu/wine list clean, in good repair, grammatically correct and easy to read?
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Was there a minimum of one starter and one main course vegan option listed on the menu?
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If special dietary requirements were provided at any point during stay, were they automatically acknowledged?
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Was the food presented in an appealing manner and did it directly resemble its description from the menu?
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Was the food fresh and of good flavor?
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Was the texture of the food appropriate?
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Was the food cooked as requested and served at the correct temperature?
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Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
TABLE LAYOUT/RESTAURANT/LOUNGE:
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Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?
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Were all tables in the lounge consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
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Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?
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Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
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Were salt and pepper cruets available and if so were they clean and full?
