Octagon Montage PB
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Date of Evaluation
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Evaluator's Name
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Server/bartender name
Evaluation
1. Arrivals/Host
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If a reservation is made over the phone, staff politely and graciously accepts the reservation, thanks the guest and closes the interaction
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Online reservation engine is available and easy to navigate and complete booking
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Reservation is confirmed prior to visit or arrival to hotel
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Associate politely acknowledges and immediate greeting upon arrival
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Associates are highly articulate and avoids slang and excessive use of phrase-fragments
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Associates are polite and maintains a gracious tone and appropriate pace throughout interaction.
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Associate readily smiles and maintains an engaging expression
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The details of the reservation is correct: name, time, guest count
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Associate is proactive to offer to assist with personal belongings
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If wait is required, a comfortable waiting area is available. Guests are not required to stand in waiting area.
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If a wait is presented, associate politely informs the guest approximately how long it will take. Table is honored within 10 mins of quote time.
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If the guest has taken cocktails in the bar, associate offers to carry beverages to the dining table on a tray
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If the guest has cocktails from the bar, it is transferred to the dining bill and not presented at the bar
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Guests are fully escorted to their seats and staff remains beside the table until comfortable
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When appropriate, chair assistance is offered
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If reserved, the table is preset for the exact number of guests upon seating
2. Food and Beverage
Prior
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If ordered or provided, bread service and accompaniments are exceptional in quality and presentation
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If ordered, the cheese course is distinctive in presentation and selection
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A distinctive culinary gift from the chef is delivered to the table at some point during meal
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All condiments are presented in small ramekins or dishes with appropriate service piece; no packets are displayed besides sweetener
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All full range of coffees and teas are available
Drinks
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If provided, the beverage menu lists at least two high quality non-alcoholic options
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All beverages are served at appropriate temperatures or within the guests' preferences
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Mixed drinks and cocktails are correctly prepared and balanced
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Mixed drinks are interesting and/ or photogenic
Menu
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Menu offers a variety of nutritionally focused options; dietary restrictions are considered
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Menu features items that are clearly appropriate to the season
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Menu offerings are diverse in that there are a range of dishes for more and less adventurous diners
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The menu offers an interesting interpretation of the restaurants concept
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Efforts are made to showcase seasonal, locally sourced ingredients
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Efforts are made to showcase sustainability sourced offerings on the menu
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Efforts are made to showcase plant-based offerings
Food presentation
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All foods are fresh, never frozen unless advised on the menu
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When serving each dish, associate provides a brief description or highlights unusual ingredients
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Food presentations are dynamically interesting and photogenic
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Portions are appropriate
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Food presentations are approachable and not difficult to eat
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Food flavor is balanced
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Food temperatures are perfectly balanced at service
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For dishes that have been ordered at specific temperature, it is perfectly executed
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Serving dishes are varied and enhance the presentation of the food
Dessert
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The dessert menu offers a variety of creative choices that keep within the cuisine style
3. Service Excellence
Initial service
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Once guest is seated, table is politely greeted within one minute
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A choice of waters is offered prior to pouring
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All pre-dinner beverages requested for the table, bar counter or lounge are served within 7 mins
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Verbiage
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Associate is polite and maintains gracious tone and appropriate pace
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Associate is highly articulate and avoids slang
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Associate smiles and maintains engaging expression
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Associate makes eye contact and keep focus of guests
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Associate exhibits genuine sense of interest and concern for the guest's satisfaction and/or demonstrates anticipatory service
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Associate can confidently exhibit the ability to engage guests with remarks about the food, wine and related topics in fluent and nonintrusive manner
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Channels of communication are consistent and complete
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Associate consistently personalizes interactions, addressing the guest with their preference if known
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Associate is discreet and unintrusive during the meal
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Associate doesn't decline any request without offering appropriate alternatives
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All associates encountered are wearing clean and well-fitted uniforms
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Associate uniforms are exceptional and appropriate in design and style
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Associate's appearance is consistent with the property style and has a strong sense of personal care and hygiene
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Associate maintains alert posture and behaves professionally while in view
Menus and food
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All menus and Check presenter are in excellent condition
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All menus and digital content are free of errors and are grammatically correct
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Before taking the guest's order, allergies or dietary restrictions are inquired
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Associate explains the menu and /or points out highlights while taking food order
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Menu is not written in a way that is confusing
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If asked for a menu recommendation, associate seamlessly offers thoughtful suggestions
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If asked for an off-menu item or an adjustment to a menu dish, reaction is gracious and accommodating
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Throughout ordering and recommendations, associate remains patient, helpful, and enthusiastic
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If appropriate to cuisine, a wine list or equivalent is automatically provided
Mid service
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Re-fills or follow up rounds are readily offered or provided within 30secs of guest's beverage being fully empty
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No bottles are left on the table; if so, a bucket or coaster is used
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All dishes are accurately served as ordered and to the guest who ordered them, staff doesn't need to ask who receives what
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All guests are served simultaneously, course by course, and cleared simultaneously
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Clearing of table before the dessert course is thorough (includes all food and condiment tableware)
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Napkins are either refolded or replaced when a guest gets up from the table during the meal
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In an event a spill occurs, the staff reacts immediately and ensures the that the tabletop is restored without diversion
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The pace of the meal is such that the guest doesn't need to think when the next course is
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It is not necessary to prompt for associates, they have anticipated all requirements and automatically provided them
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In handling dishes, glasses or bottles, associates are efficient yet discreet, always precise and professional in their movements and uses a tray appropriately
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Throughout the meal, table is attentively maintained
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The level of interest in service remains constant and positive
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If kitchen is in view, kitchen staff behaves professionally
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Appropriate cutlery is delivered to the table prior to each course and is taken away when the course is cleared
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Fresh cutlery is set for each new course
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Fresh cutlery is set for each new course
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Fresh cutlery is set for each new course
Finale
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The bill is not presented until requested or until it is obvious that the guest is ready to leave: if requested it is ready within 2 mins
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The bill is accurate when presented
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If applicable, Charge errors called to attention are quickly and discreetly rectified with words of apology
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Associate thanks the guest and closes with a polite and appropriate remark
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No complaints
4. WINE/ Beverage service
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Staff is knowledgeable and helpful with wine recommendations
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At least 5 well-chosen and diverse red wines, white wines, and 3 champagne wines by the glass are available
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Wine list is thoroughly compiled. Wines listed are all available
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Wine service is delivered with no sense of pretension
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Wine service is performed correctly. Label and pouring at the table with label of bottle facing the guest
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Wine service includes the offer of a sample taste
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A somm or wine steward's assistance is offered or available
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In the case of wine paining, wine is poured prior to food being served
5. Facilities and Amenities
Website
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Content on the restaurant website is current, free of errors and gramatically correct
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Restaurant's website is intuitive and seamless to navigate
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Restaurant's website is notable in design and consistent with the property / brand
Restaurant
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The table arrangement is comfortable and private; enabling conversation and adequately distance from service traffic
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Chairs are clean and in excellent condition and in hygienic appearence
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Table is in excellent condition, sturdy and completely clean
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Within the guest's dining area, floors/ carpets are completely clean, free of crumbs, debris or other unsanitary conditions
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All table linens are in excellent condition
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Cloth napkins are used and of excellent quality
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All service ware is of excellent quality and cohesive appearance
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All coffee and teas are presented in high quality serviceware
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Vacated tables are swiftly cleared and reset with key components for service
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Side stations are kept neat and organized; jack stands are not used on the dining room floor
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Exhibits well-organized and professional appearance; tables are uniformly set
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Restaurants and tabletops are notable in terms of their design and the elements combine to create a sense of place while remaining consistent with theme
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Dining room temperature is comfortable
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Dining lighting is comfortable, enabling menu reading but provides ambiance
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Music or entertainment is provided in a style appropriate for the setting; volume and sound quality are comfortable
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The overall noise of the restaurant is comfortable
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Public areas of the restaurant are thoroughly clean and in excellent condition
Restroom
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Restroom is conveniently located within or near the restaurant
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When asked where, associates at least partially escort the guest there
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Restrooms are extremely clean and in excellent condition. As well as stocked
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The restrooms are in keeping the interior design style of the restaurant and overall property; if applicable. Adequate space and lighting are available for grooming
6. Guest experience
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The restaurant location, design, and/or other aesthetic elements combined to create a strong sense of place
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Food quality and presentation were exceptional in a way that was remarkable or memorable
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The uniqueness of the restaurant concept was apparent throughout the visit, and the overall experience distinctly stood out
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You would readily recommend this restaurant to other, and there was great value in the service and overall experience
Completion
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Comments and Notes
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Evaluator's Sign-off
