LQA AUDIT Restaurant Breakfast

BRK. 001 - Efficiency - Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant?

BRK. 002 - Service - If the guest was kept waiting did the employee acknowledge this and apologize for the delay?

BRK. 003 - 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?

BRK. 004 - Service - Did employees offer seating assistance, remove covers if necessary and present the menu (if applicable)?

BRK. 005 - Service - In the case of a single diner, was a newspaper/reading material offered?

BRK. 006 - Service - 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)?

BRK. 007 - 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?

BRK. 008 - Efficiency - Was coffee/tea/juice served within 5 minutes of order?

BRK. 009 - Service - Was the employee able to answer any questions with regard to the menu and its ingredients?

BRK. 010 - Service - Did the waiter accommodate any reasonable off menu requests?

BRK. 011 - Efficiency - Did the employee obtain a full and complete order (i.e. cooking instructions, toast preference, accompaniments etc.)?

BRK. 012 - Efficiency - 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 team member informed the agent of an expected delay (i.e. due to longer preparation times)?

BRK. 013 - Service - Was the correct order served to each guest without any prompting required?

BRK. 014 - Service - 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)?

BRK. 015 - Service - Did the employee replace cutlery as required?

BRK. 016 - Efficiency - Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

BRK. 017 - Service - Was coffee/tea/juice replenished as required?

BRK. 018 - Service - Did the employee offer a clean cup when a fresh pot of coffee/tea was offered?

BRK. 019 - Service - Did an employee visit the table to ascertain at any point if service was satisfactory?

BRK. 020 - Efficiency - Was the bill clearly itemized and correct and was it promptly presented and collected?

BRK. 021 - Efficiency - Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

BRK. 022 - Emotional Intelligence - Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

BRK. 023 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?

BRK. 024 - Emotional Intelligence - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

BRK. 025 - Emotional Intelligence - Did the employee use the guest's name naturally and discreetly without overusing it?

BRK. 026 - Emotional Intelligence - Did the employee display a high level of confidence when carrying out his/her duties?

BRK. 027 - Emotional Intelligence - Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

BRK. 028 - 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)?

BRK. 029 - Emotional Intelligence - Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

BRK. 030 - Emotional Intelligence - Did an employee personalize the interaction in any way and engage the guest as an individual?

BRK. 031 - Emotional Intelligence - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

BRK. 032 - 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)?

BRK. 033 - Emotional Intelligence - Did employees maintain alert postures and respect the guest's presence when interacting with each other?

BRK. 034 - Emotional Intelligence - Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

BRK. 035 - Product - Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case of outdoor venues)?

BRK. 036 - Product - Were any unidentifiable food or beverage items clearly labeled and were the labels clean and consistent in appearance?

BRK. 037 - Efficiency - Were all dishes replenished as required?

BRK. 038 - Product - Were the appropriate crockery and service utensils available?

BRK. 039 - Product - In the case of a hot buffet, were warmed plates available?

BRK. 040 - Service - Was a chef present behind the buffet at all times (where a working station was present)?

BRK. 041 - Service - In the case of hot foods did the chef present a clean warm plate?

BRK. 042 - Product - Was the menu clean, in good repair, grammatically correct and easy to read?

BRK. 043 - Food - Was the food presented in an appealing manner and did it directly resemble its description from the menu?

BRK. 044 - Food - Was the food fresh and of good flavor?

BRK. 045 - Food - Was the texture of the food appropriate?

BRK. 046 - Food - Was the food cooked as requested and served at the correct temperature?

BRK. 047 - Food - Were portions of acceptable/generous size?

BRK. 048 - Food - Were at least two fresh juices available?

BRK. 049 - Food - Were breads/bakery items of excellent quality?

BRK. 050 - Food - Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

BRK. 051 - 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)?

BRK. 052 - Product - Were all tables in the restaurant consistently laid up and promptly cleared when guests depart (i.e. within 10 minutes)?

BRK. 053 - Product - Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

BRK. 054 - Product - Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

BRK. 055 - Food - Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?

BRK. 056 - Product - Were salt and pepper cruets available and if so were they clean and full?

BRK. 057 - Product - Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

BRK. 058 - Product - Was there a minimum of three different preserves available on the table or at the buffet?

BRK. 059 - Product - Were a selection of international newspapers, news sheets or a digital news option available?

Restaurant Breakfast - My primary emotion was: