LQA AUDIT Restaurant & Mystery Shopper

RTR. 001 - Efficiency - Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

Did the person identify himself/herself by name?

RTR. 002 - Service - Did the employee obtain the guest's name and use the caller's name at least once during the conversation?

RTR. 003 - Service - Did the employee obtain the number of people dining, the dining time and the telephone/room number?

RTR. 004 - Efficiency - Did the employee repeat and confirm the details?

RTR. 005 - Service - Did the call end with the employee offering a warm and sincere closing?

RTR. 006 - Efficiency - Did the employee enquire if the reservation was for a special occasion and if the caller had any special requirements?

Were you given accurate directions to the location?

Were all interior lights illuminated?

Was all glass clean?

Was all woodwork clean and free of scratches?

If visited, was the ladies' restroom clean, stocked and without odor?

If visited, was the men's restroom clean, stocked and without odor?

Were the chairs and tables in good working order? (free of rips, stains, scratches, etc.)

Were the floors clean? (free of scratches, rips, stains, etc.)

Was the music set at a comfortable level?

If night, was the exterior signage lit?

RTR. 007 - Efficiency - Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant?

Were you greeted warmly and promptly?

RTR. 008 - Efficiency - If the guest was kept waiting did the employee acknowledge this and apologize for the delay?

Did the host ask for your name and ascertain whether or not you had a reservation?

If there were no tables currently available, did the greeter offer you a seat at the bar or an alternative?

If applicable, was your reservation honored (no more than a 15-minute delay)?

RTR. 009 - Efficiency - Did the employee seat the guest within 1 minute of their arrival at a fully laid table or if the restaurant was full, communicate how long it would be and then provide the table within 5 minutes of this timeframe or earlier?

RTR. 010 - Service - Did the employee offer seating assistance and remove covers if necessary?

RTR. 011 - Service - Did the employee present the menu/wine list?

RTR. 012 - Service - Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu light)?

RTR. 013 - Service - In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions?

RTR. 014 - Service - In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues only)?

Were all menus clean, in good condition and free of any grammatical errors?

Did the bartender/cocktail server acknowledge you within 1 minute of being seated?

Was the bar/lounge area clean and well-maintained?

Were your drinks served within 5 minutes (if not, please explain in comments)?

Did the bartender use a jigger when preparing cocktails?

RTR. 015 - Efficiency - Did an employee greet the guest within 2 minutes of seating?

Were you greeted by name, sincerely, with eye contact and smile?

RTR. 016 - Service - Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items that were not available?

RTR. 017 - Sales Opportunity - Was a pre-meal drink offered?

RTR. 018 - Sales Opportunity - Did the waiter automatically suggest mineral water and ascertain the guest's preference (i.e. still/sparkling)?

RTR. 019 - Efficiency - Was the food and beverage order taken within 10 minutes of menu being offered?

RTR. 020 - Service - Was the waiter able to answer any questions with regard to the menu and its ingredients?

Were all the items you ordered available?

RTR. 021 - Service - Did the employee accommodate any reasonable off menu requests?

RTR. 022 - Efficiency - Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

RTR. 023 - Sales Opportunity - Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?

RTR. 024 - Service - Were bread/rolls served if applicable to the type of cuisine?

RTR. 025 - Sales Opportunity - Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal?

RTR. 026 - Efficiency - Was the correct drinks order served within 5 minutes of order?

Did the server refrain from providing plastic straws at any point during your meal and if/when you requested a straw provide a paper one?

RTR. 027 - Service - Were drinks served and cleared using a tray?

Were appropriate utensils brought to the table BEFORE the food was served?

RTR. 028 - Efficiency - Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times?

RTR. 029 - Efficiency - Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay?

Were all entrees correctly placed in front of each guest without asking which order belonged where?

Did the person who served the food briefly explain the dishes that were served?

Was the person who delivered your meals courteous and helpful?

Did the server check back within 1 minute to ensure that all items were prepared properly?

If your server was busy, did he/she greet you and let you know that he/she would be with you shortly?

RTR. 030 - Service - Were all plated items served with as little disruption to the guest as possible?

RTR. 031 - Efficiency - Was the correct order served to each guest without any prompting required?

RTR. 032 - Service - Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

Was a manager visible in the restaurant and interacting with employees and guests?

Did a manager touch your table (seating your table, or greeting you at the entrance does not constitute as a table touch (visit) and should not have credit given)?

RTR. 033 - Sales Opportunity - Did the waiter automatically offer an additional bottle of wine/water upon completion of the first?

RTR. 034 - Efficiency - Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

Were plates cleared AFTER everyone was finished?

Was the service staff attentive and responsive throughout the meal?

RTR. 035 - Service - Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course in the case of a formal restaurant?

RTR. 036 - Sales opportunity - Did the waiter automatically offer desserts, either verbally or by presenting the menu?

Was the dessert list recited or offered, highlighting at least one or two items?

RTR. 037 - Efficiency - Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay?

RTR. 038 - Sales Opportunity - Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)?

RTR. 039 - Efficiency - Was the coffee/tea served within 5 minutes of order?

RTR. 040 - Product - Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

RTR. 041 - Sales Opportunity - In the case of a formal restaurant, did the waiter suggest dessert wine and/or post-meal drinks?

RTR. 042 - Service - Did an employee visit the table to ascertain at any point if service was satisfactory?

Were your napkins refolded when you left the table?

RTR. 043 - Efficiency - Was the bill clearly itemized and correct and was it promptly presented and collected?

If using a credit card, did your server use your name when returning your card to you?

RTR. 044 - Service - Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Upon departure, did anyone at the host area thank you and ask you to return?

RTR. 045 - Service - Did the waiter present the wine to the guest and open the bottle at the table?

RTR. 046 - Service - Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly?

RTR. 047 - Service - Was red wine served at room/appropriate temperature and white/rosé wine chilled?

RTR. 048 - Service - Did the waiter top up the glass as required?

RTR. 049 - Service - 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)?

RTR. 050 - Sales Opportunity - Did the waiter offer an additional beverage within 2 minutes of drink being empty?

RTR. 051 - Emotional Intelligence - Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

RTR. 052 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?

RTR. 053 - Emotional Intelligence - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

RTR. 054 - Emotional Intelligence - Did the employee use the guest's name naturally and discreetly without overusing it?

RTR. 055 - Emotional Intelligence - Did the employee display a high level of confidence when carrying out his/her duties?

RTR. 056 - Emotional Intelligence - Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

RTR. 057 - Emotional Intelligence - Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

RTR. 058 - Emotional Intelligence - Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

RTR. 059 - Emotional Intelligence - Did an employee personalize the interaction in any way and engage the guest as an individual?

RTR. 060 - Emotional Intelligence - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

RTR. 061 - Emotional Intelligence - Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

RTR. 062 - Emotional Intelligence - Did employees maintain alert postures and respect the guest's presence when interacting with each other?

RTR. 063 - Emotional Intelligence - Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

RTR. 064 - Product - Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

RTR. 065 - Product - If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

RTR. 066 - Food - Was the food presented in an appealing manner and did it directly resemble its description from the menu?

RTR. 067 - Food - Was the food fresh and of good flavor?

RTR. 068 - Food - Was the texture of the food appropriate?

RTR. 069 - Food - Was the food cooked as requested and served at the correct temperature?

RTR. 070 - Food - Were portions of acceptable/generous size?

RTR. 071 - Food - Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

RTR. 072 - Product - Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?

RTR. 073 - Product - Were all tables in the restaurant consistently laid up and promptly cleared when guests depart (i.e. within 10 minutes)?

RTR. 074 - Product - Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

RTR. 075 - Product - Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

RTR. 076 - Food - Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?

Restaurant - My primary emotion was:

Was hot food served hot?

Was cold food served cold?

Were items plated in an appealing way?

Were all items seasoned properly?