Title Page
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Conducted on
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Prepared by
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Location
Arrival / Seating
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1.Did the colleague warmly greet and seat guests immediately on arrival? Did they anticipate and consult on where best to seat each guest? If no seat available, host will provide a comp beverage, an accurate estimate of seating availability and escort them to another area.
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2. Did the colleague acknowledge return guests and use their names and provide their preferences seamlessly?
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3. Did employees offer seating assistance, remove covers if necessary and present the menu (if applicable)?
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4.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
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6. Were colleagues acutely watchful and notice a guest who takes pills, needs assistance with the chair, cannot read the menu, is cold, uncomfortable etc. and provide appropriate support and comfort items (e.g a small dish is provided with a comp bottle of water, reading glasses, mini reading lights, shawls and small cushions/ pillows etc)
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7. 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?
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8. Was Coffee/tea/juice served within 5 minutes of order (8 minutes for freshly blended juices?
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9. Were drinks served and cleared using a tray?
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10. Did the colleague provide menu expertise? When asked (or notice guest confusion, prolonged procrastination), colleagues can provide menu knowledge and can always elaborate on their favorite dish.
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11. Did the employee obtain a full and complete order (i.e. cooking instructions, toast preference, accompaniments etc.)?
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12. Did the colleague ask if the guest had any special dietary requirements and were they adhered to?
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13. Was the correct and complete breakfast order served within 7 minutes of order for a cold breakfast and 10 mini of order for a hot breakfast, unless the employee informed the agent of an expected delay (I.e due to longer preparation times)?
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14. 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?
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15. Did the waiter ascertain if the guest required any condiments/ sauces and were they served in the appropriate containers (I.e decanted from bottle or miniatures)
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16. Did the employee replace cutlery as required?
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17. Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?
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18. Did the employee offer a clean cup when a fresh pot of coffee/ tea was offered?
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19. Did an employee visit the table to ascertain at any point if service was satisfactory?
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20. Did the colleague actively converse about the guests stay, the resort activities, the local environment.
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21. Was the bill clearly itemized and correct and was promptly presented during the meal or within 3 minutes of request in a clean bill folder that was in good condition?
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22. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Untitled Page
Buffet
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24. If the hotel has a buffet, is it run exquisitely? Is it maintained beautifully and if there are live stations, is the chef’s interaction with the guest joyful and informative?
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25. Was the buffet clean, attractively presented, well laid out and the food sufficiently covered ( I.e in the case of outdoor venture)?
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26. Did the buffet include a local or seasonal speciality?
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27. Was an ‘a la Minute’ option available on the buffet for egg dishes or advertised on the menu?
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28. Were any unidentifiable food or beverage items clearly labeled and were the labels clean and consistent in appearance?
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29. Were all dishes replenished as required?
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30. Were the appropriate crockery and service utensils available?
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31. In the case of a hot buffet, were warmed plates available?
Menu and Food
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33. Was the menu clean, in good repair, grammatically correct and easy to read?
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34. Were at least two dishes/ options available from the following options- health, vegan, organic, gluten free, lactose free and fat free items available (on the menu/ buffet or advised by the colleague)
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35. Food - Was the food presented in an appealing manner and did it directly resemble its description from the menu?
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36. Was the food fresh and of good flavor?
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37. Was the food cooked as requested and served at the correct temperature?
Table Layout / Restaurant
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39. 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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40. Were all tables in the restaurant consistently laid up and promptly cleared when guests depart (i.e. within 5 minutes)?
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41. Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?
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42. Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
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43. Were all good and beverages free is single use plastic?
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44. Was all the Water provided in glass bottles or alternative eco friendly containers only (I.e no plastic bottles)
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45. If butter/ olive oil was provided, was it fresh and well presented? (I.e no blister packs acceptable)
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46. Were salt and pepper cruets available, or offered, and if so were they clean and full?
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47. Were milk/cream and a full sugar selection (I.e white, brown, sweetener) offered with the coffee/ tea
Pillars - Emotional Behavioral Standards
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49. We understand that you are unique. Shaping your stay by creating personal experiences, allowing our personalities to shine through when interacting with you.
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50. We welcome you with warmth. Smiling sincerely and using your name appropriately.
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51. We listen to everything you say. Observing your expressions to discover your likes and dislikes.
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52. We anticipate what you need before you ask. Reading your body language and listening to your voice to be aware of your needs.
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53. We add unexpected joy to your day. Creating MOWOW moments of delight: small surprises that show we care
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54. We never say ‘no’. Offering alternatives instead.
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55. We are mindful of our oriental heritage. Moving graciously, gesturing and talking calmly
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56. We guide you if you need direction. Walking alongside you and gesturing politely with open hands.
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57. We recognize you if you are a member of Fans of MO. Making sure that you get the extra recognition you deservez
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58. We take ownership. Providing seamless service and personally addressing all requests or complaints to ensure you are delighted.
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59. We leave Tupi with lasting memories. Looking forward to your next stay at Mandarin Oriental.
Primary Emotion
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Restaurant Breakfast - My primary emotion was:
- Completely engaged; exceptional emotional experience Pampered, Special, Indulged
- Positively engaged; positive empotional experience Delighted, Appreciated, individual
- Engaged; minimal emotional experience Respected, Understood, Content
- Dissatisfied with emotional engagement Disinterested, Disconnected, Disappointed
- Extremely dissatisfied with emotional experience Ignored, Stressed, Frustrated
