Information
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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
People
PEOPLE
Greeting - A Great Welcome
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Q1.1 Was there a queue at the entrance?
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Q1.2 if Yes, how long was the wait?
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Q1.3 If Applicable were you acknowledged while waiting in the queue?
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Q1.4 if applicable were you given an indication of the wait time?
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Q1.5 If there was a long wait were you encouraged to enjoy a drink and look at the menus in the bar lounge?
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Q1.6 If the wait was longer than five minutes were the team members proactively trying to ease congestion
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Q1.7 Was there a lecture at the entrance to the restaurant? (Yes-0 pts, No-2pts)
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Q1.8 Were you greeted immediately (or when you reached the front of the queue)?
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When greeting you did the team member acting as host do the following?
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Q1.9 Make eye contact?
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Q1.10 Give you a genuine smile
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Q1.11 Give a warm and friendly greeting?
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Q1.12 Where you asked for your name, how many people and whether you were inclusive by the time you arrived at the table?
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Q1.13 Were you taken to a table promptly?
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Q1.14 Did the team member engage you in conversation on the way to the table?
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Q1.15 Did the team member check your satisfaction with the location of your table?
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Q1.16 If your Section Host was different from the Welcome Host were you given the Section Hosts Name or did the Section Host introduce themselves?
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Q1.17 Did either the Welcome Host or the Section Host offer menus and wine list
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Q1.18 Was your name used by a team member at any point during the meal?
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Q1.19 Did the host leave a lasting impression? Something like "Enjoy your meal" ?
How to look great
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Q1.20 Did all team members you saw, and came into contact with, smile?
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Q1.21 Were all team members you saw, and came into contact with, well groomed (smell fresh, clean hands, no nail varnish and accessories within the standard)?
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Q1.22 Were all uniforms that you saw clean, pressed and stain free?
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Q1.23 Were all team members you observed wearing name badges?
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Q1.24 Was any long hair tied back neatly?
Guest Love Check - Guest Satisfaction
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Q1.25 Did the team members say something like "enjoy your meal/drinks" upon delivery?
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Q1.26 Were you asked if you were enjoying your meal after 3 minutes or 3 mouthfuls of your main course, and did the server wait to here your reply?
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Q1.27 Did you observe the team member giving your table a visual check?
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Q1.28 Did any team member make eye contact with you during your meal, and smile?
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Q1.29 At any point during your meal, or after, did the chef come into the restaurant and talk to Guests?
Bill delivery - getting the bill right
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Q1.30 Was you bill brought to you promptly when you asked for it?
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Q1.31 Was the bill correct?
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Q1.32 Was the bill presented in a clean, well maintained , branded bill folder?
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Q1.33 Did the team member ask you "how was your dinner this evening" when presenting the bill?
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Q1.34 Was payment handled efficiently?
Lasting impression - A great farewell
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Q1.35 When you were leaving the restaurant did your table host or other team member say thank you and goodbye, along with a suitable phrase eg. "Thank you and have a nice evening". (If they are busy with another guest mark as N/A)
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Q1.36 Did the team member seem natural, personable and engaged?
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Q1.37 Did any team member make the farewell memorable enough that you would remember them should you visit the restaurant again? (If Yes, explain)
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Q1.38 If the table host was busy dealing with another guest were you given a warm smile and nod of acknowledgement as you left?
Environment
ENVIRONMENT
Ambience
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Q2.1 Was the restaurant well lit throughout, either with artificial or natural light?
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Q2.2 Was the temperature comfortable for guests (21 degrees Celsius)?
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Q2.3 Was there music playing at an audible volume (but not loud enough to be intrusive)?
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Q2.6 Were you up disturbed by background noise throughout your dinner (include noisy staff but exclude noise made by other guests)?
Table Set up
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Q2.8 Was the floor of the restaurant clean?
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Q2.9 Were the chairs that you saw clean and well maintained?
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Q2.10 Was your table clean and well maintained?
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Was your table laid up correctly with the following
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Q2.11 black 3-fold linen style napkin
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Q2.12 cutlery (all in line) clean, free from marks, on the black napkin and positioned off-left centre of the table
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Q2.13 250ml wine glass (clean, polished, free from cracks, lipstick & water marks)?
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Q2.14 a green water glass (clean, polished, free from cracks, lipstick & watermarks)?
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Q2.15 a matching pair of well stocked acrylic salt and pepper grinders, clean and free from marks?
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Q2.16 Was there a green tea light holder in the centre of the table (non scoring, for info only)
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Q2.17 If appropriate was dirty crockery cleared without leaning across you?
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Q2.18 Were team members using clearing tables as a chance to interact with you?
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Q2.19 Did you observe the team members clearing and relaying tables soon after they were vacated (and using sanitiser spray discreetly)?
Food and Drink
FOOD AND DRINK
First order
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Q3.1 Did the server introduce themselves and let you know he/she would be looking after you? (If different from the Welcome Host) Mark Yes if the server already introduced themselves when sitting you.
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Did the team member seem knowledgable & proactively give information as follows
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Q3.2 offer water for you or your table?
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Q3.3 Take a drinks order for the table along with a suggestive sell? (Eg. Large glass of wine)
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Q3.4 suggest some bread and olives to start?
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Q3.5 Explain specials, recommending dishes?
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Q3.6 Make you aware of soup of the day?
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Q3.7 Let you know if anything was sold out?
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Q3.8 Did the team member ask any questions?
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Q3.9 did the team member use an order pad and check back your order?
Drink delivery & food order
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Q3.10 Was the team using a tray to deliver the drinks?
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Q3.11 Did the server remember who ordered what?
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Q3.12 Were all drinks delivered to table from stem of glass (avoiding lip of glass)?
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Q3.13 Were you asked "are you ready to order"?
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Q3.14 Did the team member let you know what comes with the main course, along with a suggestion for a side?
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Q3.15 Was the server able to give information on menu items?
Food and drink service
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Q3.16 Did the server offer you wine?
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Q3.17 did the server make you aware of the wine of the month/quarter, or wine currently on promotion?
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Q3.18 Was the wine delivered at correct temperature? (Red-room temperature, White-Chiiled)
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Q3.19 Did the server say "enjoy your wine"?
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Q3.20 Did the server offer a bottle of still or sparkling for the table?
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Q3.21 When the water was delivered did the server offer to pour it for you?
Starters
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Q3.22 Was cutlery provided prior to service, or with starter if served on a tray?
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Q3.23 Did server use a clean serving cloth when serving hot starters?
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Q3.24 Did the server ask if there was any other accompaniments were required?
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Q3.25 Did the food look appetising, as explained on menu or as ordered, & on a clean, us chipped crockery?
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Q3.26 Were starters served within 10 minutes of ordering (N/A if informed of wait)?
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Q3.27 If applicable did team members make you aware of delays?
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Q3.28 if your glass went below half full did the server offer a refill?
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Q3.29 Did the starter meet the menu specification? (Explain why if No)
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Q3.30 Did server clear your table promptly, after checking starters were finished?
Main Course
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Q3.31 Was cutlery provided prior to service, or with starter if served on a tray?
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Q3.32 Did the server use a clean serving cloth when serving main courses?
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Q3.33 Did the server ask if any sauces were required?
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Q3.34 If yes to above, was the sauce caddy brought to the table (and not left on the table)?
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Q3.35 Did the food look appetising, as explained on the menu or ordered & on clean, unchipped crockery?
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Q3.36 Were main courses served in reasonable time scale (N/A if informed of wait)?
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Q3.37 If applicable did the team members make you aware of any delays?
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Q3.38 If your glass went below half full were you offered a refill?
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Q3.39 Did the main course meet the menu specification? (Explain if No)
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Q3.40 Did the server clear your table promptly, after checking main courses were finished?
Desserts and Coffee
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Q3.41 Did the server place a clean, crease free dessert menu to each side of guests place setting?
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Q3.42 Did server tell you about special desserts?
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Q3.43 did server share their favourite desserts to help entice?
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Q3.44 Did your server share alternative items for anything unavailable?
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Q3.45 Did the server suggest Starbucks coffee?
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Q3.46 Did the server leave you for 3-5 minutes before taking a dessert order?
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Q3.47 Were you asked "are you ready to order"?
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Q3.48 Was the server able to give information on menu items?
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Q3.49 Did the server use a pad to order & reconfirm selections?
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Q3.50 Did the server ask if you would like coffee served with desserts or at the end if the meal?
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Q3.51 Was cutlery provided prior to service, or with dessert if served on a tray?
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Q3.52 Did the server use a clean serving cloth when serving hot desserts?
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Q3.53 Did the dessert meet the menu specification? (Explain why if No)
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Q3.54 Were desserts served within 10 minutes of ordering. (N/A if informed of wait)
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Q3.55 If applicable did the team make you aware of delays?
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Q3.56 Did server ask if anymore drinks were required?
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Q3.57 Did server offer offer to top up wine or water?
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Q3.58 Did server clear your table promptly, after checking desserts were finished?
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Q3.59 Was the table cleared of all unnecessary items after the desserts were cleared?
