Title Page
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Bookings
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Did the visit require you to book?
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Were you able to make a booking for your chosen date and time?
External Appearance
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Were the exterior signage, A boards and road signage visible and well maintained?
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Were the outside areas free from litter, cigarette ends, dirty crockery etc? Includes car park, enters nice and garden (used cigarettes, rubbish, free from weeds, hanging baskets in bloom)
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Were the outside areas well kept? Includes general appearance of building, garden and garden furniture. On the outside furniture there should be no glasses left on tables and umbrellas shouldn't be up if windy.
Greet
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Was the host easy to locate?
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To what extent would you agree with this statement "I was greeted in a warm and friendly manner"
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To what extent would you agree with this statement "I was greeted in a reasonable amount of time"
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Did the team member or host ask if you had a booking?
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Do you feel your booking was organised and handled by the team?
Seat
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Were you asked if you had eaten at Toby?
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Were you shown to your seat?
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When you were handed a menu, was it presented open to you?
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Were starters highlighted?
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Was the menu in good and clean condition?
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If visiting with young children, were you given an activity sheet and crayons?
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Was there a drinks menu, pudding menu and table talker present on the table?
Let's Start
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Did the team member who was serving you greet you?
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Did the team member who was serving you introduce themselves to you?
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Was the team member wearing a badge?
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Did the team member take your drinks order before your food order?
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If refills were ordered was the self service drinks machine explained?
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Were your drinks delivered on a tray?
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When your drinks were served, to what extent would you agree with the following statement "the drinks met my expectations?"
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Were iServes used at the table to take orders?
Main Event
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Were you asked if you would like starters?
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Did the server assume you wanted Carvery?
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Did the team member explain how the Carvery works?
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Did the team member repeat the order back to you?
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Did the team member return to ask if you were satisfied with your meal?
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Were you offered more drinks during your meal?
At The Carvery Deck
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To what extent would you agree with this statement "The Carvery queue was reasonable?"
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Was the carver friendly and chatty?
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Were the joints of meat explained?
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Were you offered king Size?
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Was the carver well presented?
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Was the meat on the Carvery deck looking fresh and well presented?
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Was the vegetables on the deck looking fresh and appealing?
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Were all four meats available?
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Was the Carvery deck clean and tidy?
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Was the gravy station clean and tidy?
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Were napkins available on the deck?
Meal Experience
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Would you agree that the food was hot?
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Would you agree or disagree that "the food was well cooked?"
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Would you say that "the cuts of meat were good quality?"
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Would you agree that "the cuts of meat were a good size?"
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Would you agree that "the cuts of meat were good quality?"
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To what extent would you agree with this statement "I was happy with the quality of sides"
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To what extent would you agree with this statement "I was satisfied with the available selection of sides."
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To what extent would you agree with this statement "The main meal met my expectations "
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From what you saw the food was generally topped up and replenished?
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Overall was it good value for money?
Pudding Temptation
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Did the team member offer each of the party an open pudding menu?
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To what extent would you agree with this statement "The team member was knowledgeable regarding the menu and what was available"
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Was your table cleared of mains in a reasonable time?
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Were you offered any after dinner drinks?
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To what extent would you agree with this statement "The pudding and after dinner drinks met my expecations"
Until Next Time
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Was the bill presented to you following your final course promptly without having to ask?
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Was your payment processed promptly?
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Was the guest voice survey introduced and explained?
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Did the team member thank you for your custom?
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Did the team member bid you a friendly fair well?
Facilities/Ambience
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Were the rest rooms clean and tidy?
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Was the toilet roll, soap etc well stocked?
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Were the toilets well maintained?
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Were any of the hand dryers out of order?
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To what extent would you agree with this statement "the restaurants/Carvery was generally clean and tidy"
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To what extent would you agree with this statement "the bar was generally clean and tidy"
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Was the crockery generally clean?
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To what extent would you agree with this statement "the restaurants/Carvery was in good condition and well maintained"
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To what extent would you agree with this statement "the bar was well maintained and in good condition"
Team Member Service
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Was the team member in the correct uniform?
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To what extent would you agree with this statement "the team member who served you looked like they were enjoying their job"
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To what extent would you agree with this statement "the team member who served you demonstrated good product knowledge when talking about the menu"
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To what extent would you agree with this statement "the team member who served you was polite and professional"
NPS
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How likely would you be to recommend this outlet to a friend, colleague or family member?
