Title Page

  • Site conducted

  • Conducted on

  • Server

Arrival / Seating

  • Was the guest greeted and seated at a fully laid table within 1 minute of their arrival<br>and if the restaurant was full, was the guest advised how long it would be and was this<br>timeframe adhered to?

  • If the guest was kept waiting did the employee acknowledge this and apologize for the delay?

  • Did employees offer seating assistance, remove covers if necessary and present the menu (if applicable)?

  • In the case of a buffet, did the employee offer an orientation to the breakfast procedure on the guest’s first visit to the restaurant (i.e. guests should help themselves to the buffet)?

Service

  • Did the waiter offer coffee/tea and a choice of juice (if juice was served as opposed to being on the buffet) within 1 minute of seating?

  • Was the guest’s coffee/tea preference ascertained (i.e. English breakfast, Americano, etc.), if not known?

  • Was coffee/tea/juice served within 5 minutes of order (8 minutes for freshly blended juices)?

  • Were drinks served and cleared using a tray?

  • Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?

  • Did the employee accommodate any reasonable off menu requests?

  • Did the employee obtain a full and complete order (i.e. cooking instructions, toast preference, accompaniments etc.)?

  • If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

  • Was the correct and complete breakfast order served within 7 minutes of order for a cold breakfast and 10 minutes of order for a hot breakfast, unless the employee informed the agent of an expected delay (i.e. due to longer preparation times)?

  • Were all plated items served with as little disruption to the guest as possible and with the correct order served to each guest without any prompting required?

  • Did the waiter ascertain if the guest required any condiments/sauces and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

  • Did the employee replace cutlery as required?

  • Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

  • Were coffee/tea/juice refills offered within 2 minutes and served within 5 minutes?

  • Did the employee offer a clean cup when a fresh pot of coffee/tea was offered?

  • Did an employee visit the table to ascertain at any point if service was satisfactory?

  • Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request (n/a if included in room rate) in a clean billfold (or similar)

  • Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Menu and Food

  • Was the menu clean, in good repair, grammatically correct and easy to read?

  • Were at least two dishes/options available from the following options - healthy, vegan, organic, gluten-free, lactose-free and fat-free items available (on the menu/buffet or advised by an employee)?

  • Was the food presented in an appealing manner and did it directly resemble its description from the menu?

  • Was the food fresh and of good flavor?

  • Was the texture of the food appropriate?

  • Was the food cooked as requested and served at the correct temperature? Food Quality

  • Was the option of locally sourced/sustainably certified fish stated on the menu or advised by an employee?

  • Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)?

  • Were at least two fresh juices available?

  • Were breads/bakery items of excellent quality?

  • Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

  • Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised by the employee?

Table Layout / Restaurant

  • Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?

  • Were all tables in the restaurant 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)?

  • Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

  • Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

  • Were all food and beverages free of single-use plastic?

  • Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?

  • Was local mineral water or hotel filtered bottled water promoted?

  • If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)?

  • Were salt and pepper cruets available, or offered, and if so were they clean and full?

  • 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)?

  • Was there a minimum of three different preserves available on the table or at the buffet (honey is acceptable) and were they served in appropriate containers (i.e. not sachet/blister packs)?

Emotional Intelligence

  • Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

  • Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

  • Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

  • Did the employee use the guest’s name naturally and discreetly without overusing it?

  • 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 the other hotel facilities or immediately offer to find out the information required?

  • 59 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

  • Did the employee adapt to a changing situation and/or guest’s need?

  • Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?

  • Did an employee personalize the interaction in any way and engage the guest as an individual?

  • 63 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

  • 64 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  • 65 Did employees maintain alert postures and respect the guest’s presence when interacting with each other?

  • 66 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

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