Information
-
Document No.
-
Audit Title
-
Client / Site
-
Conducted on
-
Prepared by
-
Location
-
Personnel
-
Day & Date of Visit
-
Was the restaurant
Telephone Booking
-
a) Was the telephone answered correctly e.g "Good Afternoon / Evening etc The Goshawk, Neal speaking….." If not answered within 6 rings was an apology offered for the wait?
-
b) Were you dealt with professionally & courteously?
-
c) If you requested a date and/or time for a booking which was not available were you offered alternatives?
-
d) If suggested alternatives were not suitable, were our other restaurants suggested as alternative venues?
-
e) Was a contact name and number taken?
-
ei) Did they ask for a contact email address?
-
f) Did they say "we are looking forward to seeing you", or something similar?
-
Exterior
-
a) Was the exterior of the pub clean and free from litter, including the car park and driveways?
-
b) If you made an evening visit, was the external lighting switched on and in working order?
-
c) Were external plant displays attractive, well maintained and free from litter?
-
d) Were windows, doors, signage and front area clean and well maintained?
-
e) Were menu displays current? Were A board promotions up to date?
-
f) Were external tables correctly laid, clean and free from bird muck, with brollies out? (summer time only)
-
h) Was exterior free from cigarette ends? Were the exterior ashtrays clean & either free from/with a minimal of cigarette buts
Greeting
-
a) Were you acknowledged on arrival?
-
b) Were you asked your requirements ie if you were to dine or have a drink?
-
c) Was your booking correctly recorded?
-
d) If not pre-booked, was your request for a table dealt with cordially, efficiently and enthusiastically?
-
e) Were you offered a drink at the bar if your table was not ready immediately?
-
f) Were you informed how long it would be before the table was ready?
-
g) Were you seated within an acceptable time limit (not more than 15 minutes after booked time / projected time if no booking made)?
-
h) Did server offer to take your jacket or coat? (Goshawk only)
Bar Service
-
a) Did bar staff acknowledge you on arrival?
-
b) If bar tender was busy did they say they would be with you shortly?
-
c) Was order taken within 1 minute?
-
d) Were all items available?
-
e) Was the drink presented with a paper napkin (Goshawk only)
-
f) Was the drink presented in the correct glass with an appropriate garnish - e.g ice / fruit if applicable)
-
g) Were drinks served at the correct temperature - e.g white wine cold etc ?
-
h)If you ordered a glass of wine did the server offer a choice of wines or presume that you wanted the house wine?
-
i) If you ordered wine were you offered which size you would prefer?
-
j) Was a wine by the glass presented in a carafe? (GOS/LION/BOAT ONLY)
-
l) Was bar free from dirty glasses?
-
m) Was back bar and coffee area clean?
-
n) Were hit taps used to give appropiate heads (fosters/k1664) Was guiness poured, using the two stage pour?
-
o) When you indicated you were dining, were you asked if you wanted a tab setting up?
Seating
-
a) Were drinks carried to the table on a tray?
-
b) Were you offered further drinks when sat, if appropriate?
-
c) Were you told soup of the day and fish of the day and any items unavailable?
-
d)Were any items unavailable ?
-
e) Were the menus clean?
-
f) Was table clean and ready including, full clean salt and pepper,with all promotional material on the table clean and tidy/unripped?
-
g) If evening visit, were candles lit?
-
h) Was your table stable - not wobbly?
Food Order
-
a) Was your food order taken within 10 minutes?
-
b) Were you served promptly at the till? If queue existed, were you thanked for waiting? (Stamford Bridge)
-
c) Was the waiter familiar with the menu?
-
d) Was water offered if wine was ordered?
-
e) Were sauces offered (Steaks)
-
f) Was appropriate cutlery brought to table before food arrived?
-
g) Were you given a debris bowl and finger bowl for mussels or lobster
-
h) Were you served in a friendly and confident manner with a smile?
Drinks Order
-
a) Were all products available?
-
b) Did drinks arrive within 5 minutes?
-
c) Were drinks delivered to table on a tray?
-
e) Were unwanted and dirty glasses removed from the table?
Delivery
-
a) Was food served within appropriate times? Please expand on your answer in the boxes below
-
Please place approximate times (in minutes between courses / ordering in the boxes to the right for the following conditions:-
-
Time between placing order & receiving starter
-
Time between finished starters removed & main courses arriving
-
If no starters ordered Time between order placed & main course arriving
-
Time between placing dessert order & receiving desserts
-
b) If food was delayed did manager let you know?
-
c) Did all food arrive simultaneously as ordered including side orders?
-
d) Did waiter check full order was there?
-
e) Was the correct, clean crockery used?
-
f) Were you asked if you required additional items? Were more drinks offered if applicable?
-
g) Were sauces (mustards etc) offered (if applicable)? Were they clean when arrived?
Quality
-
a) Was the presentation correct and did the food look appetizing?
-
b) Were portion sizes correct?
-
c) Was all food at correct temperature?
-
d) Was the bread fresh?
-
e) Were the plate edges clean and free from finger prints
-
f) Was the quality of the starters good?
-
g) Was the quality of the mains good?
-
h) Was your table cleared within 5 minutes of your party finishing?
-
i) Was the time between starters and mains acceptable?
-
j) Was a quality check made during the meal?
Service
-
a) Was cutlery and food put down without asking what you ordered? (Not Stamford Bridge)
-
b) Was the waiter aware and attentive throughout the meal?
-
c) Was the manager checking on tables and monitoring service?
Desserts
-
a) Were you offered dessert menus?
-
b) Were the menus clean?
-
c) Was the quality of desserts good?
Coffees
-
a) Were coffees offered?
-
b) Were coffees served within 7 mins of ordering?
-
c) Was crockery clean & unstained, including teapot spouts if applicable ?
-
d) Were coffees served at correct temperature?
Payment
-
a) Did you receive the bill promptly on request?
-
b) Was the bill presented to you in a bill holder with a feedback business card in?
-
c) Were you asked whether you had enjoyed your meal?
-
d) Were all items correct?
-
e) Was the total time from requesting bill until transaction completed less than 5 minutes?
-
f) Were you thanked for the tip?
Departure
-
a) Were you wished goodbye and thanked for your custom. Was repeated custom suggested-" see you again" or something similar?
-
a) Were you wished goodbye and thanked for your custom. Was repeated custom suggested-" see you again" or something similar
Cleanliness
-
a) Were tables around you cleaned promptly?
-
b) Were window sills clean?
-
c) Was internal décor clean?
-
d) Were floors clean and well maintained? Were table legs clean and dust free?.
-
e) Did the place look clean?
-
f) Were all lights working with no bulbs out?
Toilets
-
a) Were the toilets clean?
-
b) Were the toilets in full working order including doorlocks etc?
-
c) Were toilet roll holders stocked up and spare available?
-
d) Were lights fully working and no bulbs out?
-
e) Was hand soap available?
-
f) Were drying facilities available and fully working? (If hand towels - stocked)
-
g) Were mirrors clean?
-
h) Did the toilets smell fresh?
-
i) In the ladies were pot pourri, moisturiser & tissues available?
-
j) Was the temperature comfortable?
Atmosphere
-
a) Were lighting levels appropriate and all lights in working order ie bulbs?
-
b) Were fires lit if winter? Or if summer were candles lit in the fire places?
-
c)Were candles on window sills and tables lit if evening?
-
d) Was the music style appropriate?
-
e) Was the volume at the correct level?
-
f) Was the temperature comfortable?
-
g) Did fellow diners appear to be enjoying themselves?
-
Additional Comments / Your overall thoughts
-
Bill total
-
Add signature
