Title Page

  • Document No.

  • New CP breakfast standards 2016

  • Client / Site

  • Conducted on

  • Phil Graves

  • Location
  • Personnel

Great welcome

  • Was there a lectern, desk or wait to be seated sign?

  • Was there a queue at the entrance?

  • If yes - how long was the wait?

  • If applicable, were you acknowledged in the queue?

  • If applicable, was a team member managing the queue? (E.g. Keeping you informed of waiting time)

  • if the waiting was longer than 5 mins, was the team member proactively trying to the ease the congestion offering alternative locations?

  • If waiting time was longer than 5 mins, were you offered a juice and a newspaper?

  • Were you greeted within 1 minute when you reached the front of the queue?

  • Did the team member make eye contact?

  • Did the team member give you a genuine smile?

  • Did the team member give you a warm and friendly greeting?

  • Were you asked for a NAME at any point from arrival at the entrance of the restaurant to being seated at your table?

  • If your name was not on the inclusive list, was it clarified that you are a resident?

  • Were you taken to the table promptly?

  • Did the team member engage you in conversation on the way to the table?

  • Did the team member check your satisfaction with the location of the table?

  • Did the team member ask if you had eaten breakfast at the hotel before?

  • If you observed any families with young children arriving, were the children acknowledged and given a colouring sheet?

  • Did the team member enthusiastically tell you about the breakfast on offer?

  • Did the team member explain who would be looking after you, and explain the process for tea and coffee?

  • Did the team member finish by saying "enjoy your breakfast"?

HOW TO LOOK GREAT

Restaurant team members

  • Did all team members you saw or came into contact with smile?

  • 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?

  • Were all uniforms you saw clean, pressed, and stain free?

  • Were all the team members you observed wearing name badges?

  • Was all long hair tied back neatly?

  • Were the team members you came into contact with at the food zones making conversation with you or other guests?

CHEFS

  • Did all team members you saw or came into contact with smile.

  • 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?

  • Were all uniforms you saw clean, pressed, and stain free?

  • Were any chefs you saw wearing clean aprons?

  • Were any chefs you saw engaging customers in friendly conversation?

GUEST SATISFACTION

  • Were the team members you observed checking satisfaction throughout service after drinks were delivered, after clearing bowls plates etc?

  • Did any team member ask "how is your breakfast"?

GETTING THE BILL RIGHT

  • Was your bill brought to you promptly when you asked for it?

  • Was the bill correct?

  • Was the bill presented in a clean, well maintained branded folder?

  • Was payment handled efficiently?

GREAT FAREWELL

  • 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)

  • If yes above, did the team member seem natural, personable and engaged?

  • Did any team member make the farewell memorable enough that you would remember them should you visit the restaurant again?

  • 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)

  • 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

  • Was there an inviting "breakfast aroma" (coffee or bacon etc) coming from the restaurant?

  • Was the restaurant well lit throughout, either with artificial or natural light?

  • Was the temperature comfortable for the guests (21 degrees)?

  • Was the music playing at an audible volume (but loud enough to be intrusive)

  • Were you undisturbed by background noises throughout your breakfast, including noisy staff but excluding noises made by other guests?

Table set up

  • Was the floor of the restaurant clean?

  • Were the chairs that you saw clean and well maintained?

  • Was your table clean and well maintained?

Was your table set up correctly with the following?

  • - three fold napkin

  • - cutlery - all in line and free from marks? Positioned centrally

  • - matching pair of well stocked acrylic salt and pepper grinders, clean and free from marks?

  • - Milk bottle clean and free from marks?

  • - sugar bowl containing sufficient white and brown sugar and sweetener with spoons clean and free from marks?

  • - breakfast menu

  • If appropriate was dirty cutlery and crockery cleared without leaning across you?

  • Were the team members using clearing the table as a chance to interact with you?

  • Did you observe team members clearing and relaying tables soon after they were vacant?

FOOD AND DRINKS

Hot drinks

Coffee

  • Did the drinks host offer to bring you tea or coffee, And explain the selection on offer?

  • If served, did the team member place the cup to your right hand side without leaning across you?<br>

  • Were refill options explained to you?

  • Was the coffee machine at the hot drinks station clean and in good working order?

  • Was hot chocolate available?

COFFEE QUALITY

  • Was the coffee served at the correct strength, not too strong or weak?

  • Was the coffee served at the temperature?

TEA

  • Did the drinks host offer to bring you tea, And explain the selection on offer?

  • If possible and practical, was the pot placed to your right hand side, and the mug placed with the handle facing outwards?

  • Did the staff member explain the refill process?

Was there a selection of the following teas available at the hot drinks station?

  • - English breakfast tea

  • - Earl grey tea

  • - Decaffeinated tea

  • - Green tea

  • - Cranberry and raspberry tea

  • - 1 other fruit tea

  • - Camomile tea

  • - Peppermint tea

  • Was there a plentiful supply of clean cups and teapots available at the hot drinks station?

  • Was the hot water boiler at the drinks station clean and in good working order?

HOT FOOD COUNTER

  • Was the counter clean and tidy, no spillages or staff actively keeping clean?

  • Were display dishes clean and unchipped?

  • Were there enough serving spoons, tongs, and fish slices, on resting trays and all clean and in good condition?

  • Were all main course plates ,clean, unchipped, polished and pre-warmed

  • Were the following sauces available?

  • - Brown sauce

  • - Tomato ketchup

  • - Mustard

  • Were all sauce bottles at least half full, with clean spouts?

  • Was there an adequate supply of napkins?

HOT FOOD QUALITY AND PRESENTATION

Were the following counter items cooked and presented to specification?

  • - 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.

  • - BLACK PUDDING. It needs to be sliced, lightly grilled on both sides, 1 layer deep

  • - CUMBERLAND SAUSAGE. Must be fully cooked, evenly coloured on both sides, and 1 layer deep.

  • - PORK SAUSAGE. Must be fully cooked, evenly coloured on both sides, and 1 layer deep.

  • - GRILLED TOMATOES. Should be halved, lightly grilled retaining shape and 1 layer deep.

  • - BAKED BEANS. Should be piping hot and not showing a tide mark in the bowl.

  • - MUSHROOMS. Should be freshly grilled, golden brown and presented without the cooking juices.

  • - SCRAMBLED EGG. Should be fresh, light and fluffy, and seasoned. An even layer that is regularly refreshed.

  • - BURRITOS. Should be in the centre of the buffet, golden brown, soft not dry, 1 layer, and labelled correctly.

  • - SAUTE POTATOES. Should be golden brown, fresh and without excess oil

  • - FRIED EGGS. Fresh, 1 layer, refreshed regularly, no excessive amount of oil on serving dish.

Were the following cooked to order items on offer and cooked to specification?

  • - OMELETTES.

  • - EGGS ROYALE

  • - EGGS BENEDICT

  • - EGGS FLORENTINE

  • - KIPPERS

  • - POSH EGGS AND SOLDIERS

  • POACHED EGGS

  • BELGIAN WAFFLES

QUALITY AND PRESENTATION OF JUICES AND WATER

Was there a choice of the following?

  • - Orange juice

  • - Apple juice

  • - Cranberry juice

  • - Peach iced tea

  • - Chilled Still and sparkling mineral water

  • Were the juice dispensers clean, at least half full and free from marks and spillages?

  • Was there a good amount of glasses available, clean and presented on trays?

QUALITY AND PRESENTATION OF WHOLE FRUIT

Was there a choice of the following?

  • - Green and red apples

  • - Bananas

  • Were all fruits presented in boxes, neat and free from marks or bruising?

CHILLED DISPLAY

  • Were there at least 1 type of smoothie available and correctly labelled?

  • Were smoothies presented in correct glasses, and on a stand?

  • Was there a plentiful supply of bowls, clean, polished and unchipped?

YOGHURTS AND FRUIT

  • Were there at least 4 types of yoghurt available?

Were the following types of yoghurt available

  • - Natural yoghurt. Should be served in a large clean bowl, at least half full, with correct serving spoon.

  • - Low calorie yoghurt. Should be clearly labelled, served in a large clean bowl, at least half full, with correct serving spoon OR presented in individual pots.

  • - 2 types of individual, fruit flavoured yoghurt pots

  • - Ready made yoghurt and granola pots

Were the following fruits available?

  • - Fresh fruit salad. Should be available in both large clean bowl and clean individual pots

  • - 2 types of fruit segments. Fresh, presented in large clean bowls at least half full.

  • - Sliced watermelon wedges. Presented in rows on long plates.

  • - Fruits of the forest compote. Should be presented in a large clean bowl, at least half full.

COLD MEATS AND CHEESES

Were the following items available?

  • - Sliced Emmental cheese. Plentiful, fresh and presented in a chilled display unit.

  • - Sliced cheddar cheese. Plentiful, fresh and presented in a chilled display unit.

  • - Individual Belpaese cheese portions. In Plentiful supply

  • - Individual Dishes of Smoked salmon and in plentiful supply

  • - Sliced Ham. Fresh ,plentiful and presented in chilled display unit.

  • - Salami. fresh, plentiful supply, presented in chilled display unit.

  • - Sliced Mortadella. fresh, plentiful supply, presented in chilled display unit.

Were the following cereals available, presented in large clean bowls, at least half full?

  • - Corn flakes

  • - Muesli

  • - Granola

  • - Special K

Were the following available either in individual portions or presented in clean open bowls at least half full?

  • - 1 type of sugar coated cereal (e.g. Frosties)

  • 1 type of children's cereal (e.g. Coco pops)

  • Were there dried fruits available?

  • Were there nuts or seeds available?

  • Was there at least 2 types of soft fruit or berries available?

  • Was caster sugar available?

  • Was syrup available?

  • Was porridge available, served in a Bain Marie or soup kettle, clean, hot and clearly labelled?

  • Was semi skimmed milk available, presented in a clean chilled dispenser, clearly labelled.

  • Was full fat milk available on request, served to the table in an appropriate jug?

  • Was skimmed available on request, served to the table in an appropriate jug?

  • Was soya milk available on request, served to the table in an appropriate jug?

  • Was plain natural yoghurt available, served in a clean chilled unit?

  • Was there a good supply of clean bowls available?

BAKERY

  • Is the toaster clean, and in good working order?

  • Were there plenty of serving utensils?

  • Is crockery plentiful, clean and in good condition?

  • Was there a chopping board, with a bread knife and linen napkin?

Breads

Were the following breads available?

  • - Diamond rolls

  • - Multi seed rolls

  • - sliced white bloomer bread

  • - sliced brown bloomer bread

  • - Star loaf

  • - Granary loaf

Pastries

Were the following pastries available?

  • - Plain croissants, fresh, presented neatly, and plentiful.

  • - Apple square lattice - fresh, presented neatly, and plentiful.

  • - Maple and pecan plait - fresh, presented neatly, and plentiful.

  • - Blueberry Muffins, fresh, presented neatly, and plentiful.

Accompaniments

Were the following available?

  • - Anchor butter. Presented in pre packed portions, in an open bowl, and in plentiful supply

  • - Flora margarine, Presented in pre packed portions, in an open bowl, and in plentiful supply

  • - Nutella, Presented in pre packed portions, in an open bowl, and in plentiful supply

  • - Marmite, Presented in pre packed portions, in an open bowl, and in plentiful supply

  • - Strawberry Jam - presented in individual jars

  • - Raspberry Jam - presented in individual jars

  • - Blackcurrant Jam - presented in individual jars

  • - Honey

  • - Marmalade

  • How was your overall breakfast experience?

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