NEW BREAKFAST STANDARDS - CP NEC Copy

• Document No.

• New CP breakfast standards 2016

• Client / Site

• Conducted on

  Date

• Phil Graves

• Location
  Address

• Personnel

Great welcome

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

  Yes

  No

  N/A

• Was there a queue at the entrance?

  Yes

  No

  N/A

• If yes - how long was the wait?

  Yes

  No

  N/A

• If applicable, were you acknowledged in the queue?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the team member make eye contact?

  Yes

  No

  N/A

• Did the team member give you a genuine smile?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Were you taken to the table promptly?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

HOW TO LOOK GREAT

Restaurant team members

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

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was all long hair tied back neatly?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

CHEFS

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

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Were any chefs you saw wearing clean aprons?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

GUEST SATISFACTION

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

GETTING THE BILL RIGHT

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

  Yes

  No

  N/A

• Was the bill correct?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was payment handled efficiently?

  Yes

  No

  N/A

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)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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)

  Yes

  No

  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.

  Yes

  No

  N/A

ENVIRONMENT

Ambience

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Table set up

• Was the floor of the restaurant clean?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was your table clean and well maintained?

  Yes

  No

  N/A

Was your table set up correctly with the following?

• - three fold napkin

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• - Milk bottle clean and free from marks?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• - breakfast menu

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

FOOD AND DRINKS

Hot drinks

Coffee

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Were refill options explained to you?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was hot chocolate available?

  Yes

  No

  N/A

COFFEE QUALITY

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

  Yes

  No

  N/A

• Was the coffee served at the temperature?

  Yes

  No

  N/A

TEA

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the staff member explain the refill process?

  Yes

  No

  N/A

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

• - English breakfast tea

  Yes

  No

  N/A

• - Earl grey tea

  Yes

  No

  N/A

• - Decaffeinated tea

  Yes

  No

  N/A

• - Green tea

  Yes

  No

  N/A

• - Cranberry and raspberry tea

  Yes

  No

  N/A

• - 1 other fruit tea

  Yes

  No

  N/A

• - Camomile tea

  Yes

  No

  N/A

• - Peppermint tea

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

HOT FOOD COUNTER

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

  Yes

  No

  N/A

• Were display dishes clean and unchipped?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Were the following sauces available?

  Yes

  No

  N/A

• - Brown sauce

  Yes

  No

  N/A

• - Tomato ketchup

  Yes

  No

  N/A

• - Mustard

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was there an adequate supply of napkins?

  Yes

  No

  N/A

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.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

• - OMELETTES.

  Yes

  No

  N/A

• - EGGS ROYALE

  Yes

  No

  N/A

• - EGGS BENEDICT

  Yes

  No

  N/A

• - EGGS FLORENTINE

  Yes

  No

  N/A

• - KIPPERS

  Yes

  No

  N/A

• - POSH EGGS AND SOLDIERS

  Yes

  No

  N/A

• POACHED EGGS

  Yes

  No

  N/A

• BELGIAN WAFFLES

  Yes

  No

  N/A

QUALITY AND PRESENTATION OF JUICES AND WATER

Was there a choice of the following?

• - Orange juice

  Yes

  No

  N/A

• - Apple juice

  Yes

  No

  N/A

• - Cranberry juice

  Yes

  No

  N/A

• - Peach iced tea

  Yes

  No

  N/A

• - Chilled Still and sparkling mineral water

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

QUALITY AND PRESENTATION OF WHOLE FRUIT

Was there a choice of the following?

• - Green and red apples

  Yes

  No

  N/A

• - Bananas

  Yes

  No

  N/A

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

  Yes

  No

  N/A

CHILLED DISPLAY

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

YOGHURTS AND FRUIT

• Were there at least 4 types of yoghurt available?

  Yes

  No

  N/A

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.

  Yes

  No

  N/A

• - 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.

  Yes

  No

  N/A

• - 2 types of individual, fruit flavoured yoghurt pots

  Yes

  No

  N/A

• - Ready made yoghurt and granola pots

  Yes

  No

  N/A

Were the following fruits available?

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

COLD MEATS AND CHEESES

Were the following items available?

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• - Individual Belpaese cheese portions. In Plentiful supply

  Yes

  No

  N/A

• - Individual Dishes of Smoked salmon and in plentiful supply

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

• - Corn flakes

  Yes

  No

  N/A

• - Muesli

  Yes

  No

  N/A

• - Granola

  Yes

  No

  N/A

• - Special K

  Yes

  No

  N/A

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)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Were there dried fruits available?

  Yes

  No

  N/A

• Were there nuts or seeds available?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was caster sugar available?

  Yes

  No

  N/A

• Was syrup available?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was there a good supply of clean bowls available?

  Yes

  No

  N/A

BAKERY

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

  Yes

  No

  N/A

• Were there plenty of serving utensils?

  Yes

  No

  N/A

• Is crockery plentiful, clean and in good condition?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Breads

Were the following breads available?

• - Diamond rolls

  Yes

  No

  N/A

• - Multi seed rolls

  Yes

  No

  N/A

• - sliced white bloomer bread

  Yes

  No

  N/A

• - sliced brown bloomer bread

  Yes

  No

  N/A

• - Star loaf

  Yes

  No

  N/A

• - Granary loaf

  Yes

  No

  N/A

Pastries

Were the following pastries available?

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Accompaniments

Were the following available?

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• - Strawberry Jam - presented in individual jars

  Yes

  No

  N/A

• - Raspberry Jam - presented in individual jars

  Yes

  No

  N/A

• - Blackcurrant Jam - presented in individual jars

  Yes

  No

  N/A

• - Honey

  Yes

  No

  N/A

• - Marmalade

  Yes

  No

  N/A

• How was your overall breakfast experience?