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
Great welcome
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Was there a lectern, desk or wait to be seated sign?
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Was there a queue at the entrance?
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If yes - how long was the wait?
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If applicable, were you acknowledged in the queue?
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If applicable, was a team member managing the queue? (E.g. Keeping you informed of waiting time)
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if the waiting was longer than 5 mins, was the team member proactively trying to the ease the congestion offering alternative locations?
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If waiting time was longer than 5 mins, were you offered a juice and a newspaper?
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Were you greeted within 1 minute when you reached the front of the queue?
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Did the team member make eye contact?
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Did the team member give you a genuine smile?
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Did the team member give you a warm and friendly greeting?
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Were you asked for a NAME at any point from arrival at the entrance of the restaurant to being seated at your table?
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If your name was not on the inclusive list, was it clarified that you are a resident?
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Were you taken to the table promptly?
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Did the team member engage you in conversation on the way to the table?
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Did the team member check your satisfaction with the location of the table?
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Did the team member ask if you had eaten breakfast at the hotel before?
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If you observed any families with young children arriving, were the children acknowledged and given a colouring sheet?
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Did the team member enthusiastically tell you about the breakfast on offer?
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Did the team member explain who would be looking after you, and explain the process for tea and coffee?
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Did the team member finish by saying "enjoy your breakfast"?
HOW TO LOOK GREAT
Restaurant team members
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Did all team members you saw or came into contact with smile?
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Were all the team members you came into contact with or saw well groomed, clean hands, no nail varnish, smell fresh, accessories jewellery within standards?
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Were all uniforms you saw clean, pressed, and stain free?
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Were all the team members you observed wearing name badges?
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Was all long hair tied back neatly?
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Were the team members you came into contact with at the food zones making conversation with you or other guests?
CHEFS
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Did all team members you saw or came into contact with smile.
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Were all the team members you came into contact with or saw well groomed, clean hands, no nail varnish, smell fresh, accessories jewellery within standards?
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Were all uniforms you saw clean, pressed, and stain free?
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Were any chefs you saw wearing clean aprons?
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Were any chefs you saw engaging customers in friendly conversation?
GUEST SATISFACTION
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Were the team members you observed checking satisfaction throughout service after drinks were delivered, after clearing bowls plates etc?
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Did any team member ask "how is your breakfast"?
GETTING THE BILL RIGHT
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Was your bill brought to you promptly when you asked for it?
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Was the bill correct?
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Was the bill presented in a clean, well maintained branded folder?
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Was payment handled efficiently?
GREAT FAREWELL
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When you were leaving the restaurant, did your table host or another team member say goodbye, along with a suitable phrase? (If they were dealing with another guest, please mark N/A)
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If yes above, did the team member seem natural, personable and engaged?
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Did any team member make the farewell memorable enough that you would remember them should you visit the restaurant again?
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If the table host was busy dealing with another guest, were you given a warm smile and nod of acknowledgement as you left? (Only applicable if Q1.38 & Q1.40 are N/A)
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Was the breakfast ready check sheet available and completed for you to inspect? Ask to see the check list for that day and the previous 2 days.
ENVIRONMENT
Ambience
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Was there an inviting "breakfast aroma" (coffee or bacon etc) coming from the restaurant?
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Was the restaurant well lit throughout, either with artificial or natural light?
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Was the temperature comfortable for the guests (21 degrees)?
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Was the music playing at an audible volume (but loud enough to be intrusive)
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Were you undisturbed by background noises throughout your breakfast, including noisy staff but excluding noises made by other guests?
Table set up
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Was the floor of the restaurant clean?
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Were the chairs that you saw clean and well maintained?
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Was your table clean and well maintained?
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Was your table laid up correctly with the following?
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- three fold napkin
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- cutlery - all in line and free from marks? Positioned centrally
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- matching pair of well stocked acrylic salt and pepper grinders, clean and free from marks?
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- Milk bottle clean and free from marks?
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- sugar bowl containing sufficient white and brown sugar and sweetener with spoons clean and free from marks?
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- breakfast menu
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If appropriate was dirty cutlery and crockery cleared without leaning across you?
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Were the team members using clearing the table as a chance to interact with you?
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Did you observe team members clearing and relaying tables soon after they were vacant?
FOOD AND DRINKS
Hot drinks
Coffee
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Did the drinks host offer to bring you tea or coffee, And explain the selection on offer?
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If served, did the team member place the cup to your right hand side without leaning across you?<br>
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Were refill options explained to you?
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Was the coffee machine at the hot drinks station clean and in good working order?
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Was hot chocolate available?
COFFEE QUALITY
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Was the coffee served at the correct strength, not too strong or weak?
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Was the coffee served at the temperature?
TEA
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Did the drinks host offer to bring you tea, And explain the selection on offer?
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If possible and practical, was the pot placed to your right hand side, and the mug placed with the handle facing outwards?
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Did the staff member explain the refill process?
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Was there a selection of the following teas available at the hot drinks station?
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- English breakfast tea
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- Earl grey tea
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- Decaffeinated tea
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- Green tea
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- Cranberry and raspberry tea
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- 1 other fruit tea
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- Camomile tea
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- Peppermint tea
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Was there a plentiful supply of clean cups and teapots available at the hot drinks station?
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Was the hot water boiler at the drinks station clean and in good working order?
HOT FOOD COUNTER
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Was the counter clean and tidy, no spillages or staff actively keeping clean?
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Were display dishes clean and unchipped?
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Were there enough serving spoons, tongs, and fish slices, on resting trays and all clean and in good condition?
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Were all main course plates ,clean, unchipped, polished and pre-warmed
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Were the following sauces available?
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Brown sauce
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- Tomato ketchup
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- Mustard
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Were all sauce bottles at least half full, with clean spouts?
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Was there an adequate supply of napkins?
HOT FOOD QUALITY AND PRESENTATION
Were the following counter items cooked and presented to specification?
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- BACON. must be perfectly cooked on both sides, golden brown and no more than 20 pieces layered,neatly in rows. Rashers must not be piled high.
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- BLACK PUDDING. It needs to be sliced, lightly grilled on both sides, 1 layer deep
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- CUMBERLAND SAUSAGE. Must be fully cooked, evenly coloured on both sides, and 1 layer deep.
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- PORK SAUSAGE. Must be fully cooked, evenly coloured on both sides, and 1 layer deep.
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- GRILLED TOMATOES. Should be halved, lightly grilled retaining shape and 1 layer deep.
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- BAKED BEANS. Should be piping hot and not showing a tide mark in the bowl.
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- MUSHROOMS. Should be freshly grilled, golden brown and presented without the cooking juices.
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- SCRAMBLED EGG. Should be fresh, light and fluffy, and seasoned. An even layer that is regularly refreshed.
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- BURRITOS. Should be in the centre of the buffet, golden brown, soft not dry, 1 layer, and labelled correctly.
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- SAUTE POTATOES. Should be golden brown, fresh and without excess oil
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- FRIED EGGS. Fresh, 1 layer, refreshed regularly, no excessive amount of oil on serving dish.
Were the following cooked to order items cooked to specification?
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- OMELETTES.
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- EGGS ROYALE
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- EGGS BENEDICT
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- EGGS FLORENTINE
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- KIPPERS
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- POSH EGGS AND SOLDIERS
QUALITY AND PRESENTATION OF JUICES AND WATER
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Was there a choice of the following?
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- orange juice
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- Apple juice
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- cranberry juice
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- Peach iced tea
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- Chilled Still and sparkling mineral water
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Were the juice dispensers clean, at least half full and free from marks and spillages?
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Was there a good amount of glasses available, clean and presented on trays?
QUALITY AND PRESENTATION OF WHOLE FRUIT
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Was there a choice of the following?
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- Green and red apples
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- Bananas
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Were all fruits presented in boxes, neat and free from marks or bruising?
CHILLED DISPLAY
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Were there at least 2 types of smoothie available and correctly labelled?
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Were smoothies presented in correct glasses, and on the stand?
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Was there a plentiful supply of bowls, clean, polished and unchipped?
YOGHURTS AND FRUIT
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Were there at least 4 types of yoghurt available?
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Were the following types of yoghurt available?
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- Natural yoghurt. Should be served in a large clean bowl, at least half full, with correct serving spoon.
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- Low calorie yoghurt. Should be clearly labelled, served in a large clean bowl, at least half full, with correct serving spoon.
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- 2 types of individual, fruit flavoured yoghurt pots
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- Ready made yoghurt and granola pots
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Were the following fruits available?
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- Fresh fruit salad. Should be available in both large clean bowl and clean individual pots
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- 2 types of fruit segments. Fresh, presented in large clean bowls at least half full.
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- Sliced watermelon wedges. Presented in rows on long plates.
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- Fruits of the forest compote. Should be presented in a large clean bowl, at least half full.
COLD MEATS AND CHEESES
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Were the following items available?
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- Sliced cheddar cheese. Plentiful, fresh and presented in a chilled display unit.
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- Sliced Emmental cheese. Plentiful, fresh and presented in a chilled display unit.
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- Individual Belpaese cheese portions. In Plentiful supply
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- Individual Smoked Austrian cheese. in plentiful supply
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- Sliced Ham. Fresh ,plentiful and presented in chilled display unit.
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- Salami. fresh, plentiful supply, presented in chilled display unit.
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- Sliced Mortadella. fresh, plentiful supply, presented in chilled display unit.
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Were there chocolate doughnut / fruit skewers available, plentiful, on a clean plate?
OAT STATION
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Were the following cereals available, presented in large clean bowls, at least half full?
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- Corn flakes
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- Muesli
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- Granola
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- Special K
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Were the following available either in individual portions or presented in clean open bowls at least half full?
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- 1 type of sugar coated cereal (e.g. Frosties)
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1 type of children's cereal (e.g. Coco pops)
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Was there at least 2 types of dried fruits available?
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Was there at least 2 types of nuts or seeds available?
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Was there at least 2 types of soft fruit or berries available?
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Was caster sugar available?
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Was syrup available?
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Was porridge available, served in a Bain Marie or soup kettle, clean, hot and clearly labelled?
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Was semi skimmed milk available, presented in a clean chilled dispenser, clearly labelled.
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Was full fat milk available on request, served to the table in an appropriate jug?
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Was skimmed available on request, served to the table in an appropriate jug?
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Was soya milk available on request, served to the table in an appropriate jug?
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Was plain natural yoghurt available, served in a clean chilled unit?
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Was there a good supply of clean bowls available?
BAKERY
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Is the toaster clean, and in good working order?
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Were there plenty of serving utensils?
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Is crockery plentiful, clean and in good condition?
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Was there a chopping board, with a bread knife and linen napkin?
Breads
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Were the following breads available, plentiful, fresh and clearly labelled?
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- Teardrop rolls
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- Seeded sticks
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- sliced white bloomer bread
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- sliced brown bloomer bread
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- Star loaf
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- Granary loaf
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- Pretzels
Pastries
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Were the following pastries available?
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- Plain croissants, fresh, presented neatly, and plentiful.
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- Cinnamon swirls, fresh, presented neatly, and plentiful.
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- Apricot pastries. fresh, presented neatly, and plentiful.
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- Muffins, fresh, presented neatly, and plentiful.
Accompaniments
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Were the following available?
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- Anchor butter. Presented in pre packed portions, in an open bowl, and in plentiful supply
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- Flora margarine, Presented in pre packed portions, in an open bowl, and in plentiful supply
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- Nutella, Presented in pre packed portions, in an open bowl, and in plentiful supply
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- Marmite, Presented in pre packed portions, in an open bowl, and in plentiful supply
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Were the following jams / preserves available, presented in individual jars?
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- Strawberry
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- Apricot
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- Blackcurrant
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- Marmalade
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- Honey
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How was your overall breakfast experience?
