Title Page
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Site conducted
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Conducted on
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Auditor's Name
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Auditor's Organization
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Service Line Type
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Train Number
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Route
- Acela
- Adirondack
- Amtrak Cascades
- Amtrak Hartford Line
- Auto Train
- California Zephyr
- Capitol Corridor
- Capitol Limited
- Cardinal
- Carolinan/Piedmont
- City of New Orleans
- Coast Starlight
- Crescent
- Downeaster
- Empire Builder
- Empire Service
- Ethan Allen Express
- Heartland Flyer
- Hiawatha
- Illinois Service
- Keystone Service
- Lake Shore Limited
- Maple Leaf
- Michigan Service
- Missouri River Runner
- Northeast Regional
- Pacific Surfliner
- Pennsylvanian
- San Joaquins
- Silver Service/Palmetto
- Southwest Chief
- Sunset Limited
- Texas Eagle
- Valley Flyer
- Vermonter
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Origin City
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Destination City
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Miscellaneous Notes
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Miscellaneous Pictures
Pre-Boarding & Equipment Status
- Car Audit
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Equipment Line
- Acela
- Traditional
- Talgo
- Amfleet 1
- Amfleet 2
- Superliner 1
- Superliner 2
- Surfliner
- Capital Corridor
- Viewliner
- Horizons
- Sounder
- Cascade
- Siemens Venture
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Car Number
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Car Type
Pre-Boarding & Equipment Status
Cleanliness
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Clean/neat display - condiments, dry goods
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Car Number
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Car Type
Pre-Boarding & Equipment Status
Cleanliness
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Clean/neat display - condiments, dry goods
Boarding/Offboarding
- Car Audit
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Equipment Line
- Acela
- Traditional
- Talgo
- Amfleet 1
- Amfleet 2
- Superliner 1
- Superliner 2
- Surfliner
- Capital Corridor
- Viewliner
- Horizons
- Sounder
- Cascade
- Siemens Venture
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Car Number
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Car Type
Behavior
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If question is already observed in another car mark as N/A
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Employee behavior - no negative brand association
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
Cleanliness
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Tray/trash cleared prior to detraining
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Car Number
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Car Type
Behavior
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If question is already observed in another car mark as N/A
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Assist with seating
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Employee behavior - no negative brand association
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
Cleanliness
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Tray/trash cleared prior to detraining
Service
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Offer directions/assistance to seat/room
Behavior
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If question is already observed in another car mark as N/A
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Employee behavior - no negative brand association
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
Cleanliness
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Tray/trash cleared prior to detraining
Service
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Offer directions/assistance to seat/room
Behavior
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If question is already observed in another car mark as N/A
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Employee behavior - no negative brand association
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
Cleanliness
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Tray/trash cleared prior to detraining
Restroom Surfaces Cleaned
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Restroom surfaces cleaned
En Route Experience
- Car Audit
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Equipment Line
- Acela
- Traditional
- Talgo
- Amfleet 1
- Amfleet 2
- Superliner 1
- Superliner 2
- Surfliner
- Capital Corridor
- Viewliner
- Horizons
- Sounder
- Cascade
- Siemens Venture
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Car Number
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Car Type
- First Class
- Business
- Café/Lounge
- Diner
- Coach
Behavior
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Appropriate nametag(s) visible (SSM 5-11)
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Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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Shirt tucked in
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No holes, rips or tears
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No stains
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Appropriate size
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Belt loops secured
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Proper shoes (defined heel, laced up)
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Proper eyewear (no dark tints or reflectors)
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Secured neckwear
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Grooming - Hair above the neck/beards/mustaches
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Natural looking hair color
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Earrings (Only studs allowed)
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No team/athletic logos
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No leather jackets
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Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
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Non-solicitation of tips (asking, making direct/indirect suggestion)
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
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Gratitude "Thank you for travelling with us"
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No Shop talk
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Volume of conversations
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Positive professional conversation
Branding/Marketing
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Proper signage
Cleanliness
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Crew gear out of sight of customers
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Crew tools and paperwork not on table
Restroom surfaces cleaned
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Restroom surfaces cleaned
Behavior
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Was Cafe Car open upon departure?
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Appropriate nametag(s) visible (SSM 5-11)
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Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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One table used for crew
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Unauthorized Employees/Crew using tables in Café Car?
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Shirt tucked in
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No holes, rips or tears
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No stains
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Appropriate size
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Belt loops secured
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Proper shoes (defined heel, laced up)
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Proper eyewear (no dark tints or reflectors)
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Secured neckwear
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Grooming - Hair above the neck/beards/mustaches
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Natural looking hair color
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Earrings (Only studs allowed)
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No team/athletic logos
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No leather jackets
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Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
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Non-solicitation of tips (asking, making direct/indirect suggestion)
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
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Gratitude "Thank you for travelling with us"
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No Shop talk
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Volume of conversations
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Positive professional conversation
Branding/Marketing
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No markings on menu or signage (Sold out stickers allowed)
Cleanliness
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Trash bins - 3/4 full
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Clean counter tops - free of food, stains
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Window ledge between table and window clean
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Clean seating area - disinfected table and seating
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Aisle clear of debris
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Trash bins (not overflowing, allowed limit of boxes)
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Counter tops clear of trash
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Working counter sanitized
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Clean/neat display - condiments, dry goods
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Crew gear out of sight of customers
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Crew tools and paperwork not on table
Restroom surfaces cleaned
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Restroom surfaces cleaned
Behavior
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Shirt tucked in
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No holes, rips or tears
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No stains
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Appropriate size
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Appropriate nametag(s) visible (SSM 5-11)
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Belt loops secured
-
Proper shoes (defined heel, laced up)
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Proper eyewear (no dark tints or reflectors)
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Secured neckwear
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Grooming - Hair above the neck/beards/mustaches
-
Natural looking hair color
-
Earrings (Only studs allowed)<br>
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Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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No team/athletic logos
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No leather jackets
-
Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
-
Non-solicitation of tips (asking, making direct/indirect suggestion)
-
Smile at Customers within 5 feet (not policy)
-
Greet customers within 2 feet (not policy)
-
Gratitude "Thank you for travelling with us"
-
No Shop talk
-
Volume of conversations
-
Positive professional conversation
Cleanliness
-
Crew gear out of sight of customers
-
Crew tools and paperwork not on table
Restroom Surfaces Cleaned
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Restroom surfaces cleaned
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Car Number
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Car Type
Behavior
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Appropriate nametag(s) visible (SSM 5-11)
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Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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Shirt tucked in
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No holes, rips or tears
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No stains
-
Appropriate size
-
Belt loops secured
-
Proper shoes (defined heel, laced up)
-
Proper eyewear (no dark tints or reflectors)
-
Secured neckwear
-
Grooming - Hair above the neck/beards/mustaches
-
Natural looking hair color
-
Earrings (Only studs allowed)
-
No team/athletic logos
-
No leather jackets
-
Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
-
Non-solicitation of tips (asking, making direct/indirect suggestion)
-
Smile at Customers within 5 feet (not policy)
-
Greet customers within 2 feet (not policy)
-
Gratitude "Thank you for travelling with us"
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No Shop talk
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Volume of conversations
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Positive professional conversation
- N/A
- Not Observed
- Poor
- Satisfactory
- Good
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Crew gear out of sight of customers
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Crew tools and paperwork not on table
Branding/Marketing
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Proper signage
Cleanliness
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Restroom Surfaces Cleaned
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Restroom surfaces cleaned
Behavior
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Was Cafe car open upon departure?
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Appropriate nametag(s) visible (SSM 5-11)
-
Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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One table used for crew
-
Unauthorized Employees/Crew using tables in Café Car?
-
Shirt tucked in
-
No holes, rips or tears
-
No stains
-
Appropriate size
-
Belt loops secured
-
Proper shoes (defined heel, laced up)
-
Proper eyewear (no dark tints or reflectors)
-
Secured neckwear
-
Grooming - Hair above the neck/beards/mustaches
-
Natural looking hair color
-
Earrings (Only studs allowed)
-
No team/athletic logos
-
No leather jackets
-
Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
-
Non-solicitation of tips (asking, making direct/indirect suggestion)
-
Smile at Customers within 5 feet (not policy)
-
Greet customers within 2 feet (not policy)
-
Gratitude "Thank you for travelling with us"
-
No Shop talk
-
Volume of conversations
-
Positive professional conversation
Branding/Marketing
-
No markings on menu or signage (Sold out sticker allowed)
Cleanliness
-
Trash bins - 3/4 full
-
Clean counter tops - free of food, stains
-
Window ledge between table and window clean
-
Clean seating area - disinfected table and seating
-
Aisle clear of debris
-
Trash bins (not overflowing, allowed limit of boxes)
-
Counter tops clear of trash
-
Working counter sanitized
-
Clean/neat display - condiments, dry goods
-
Crew gear is stored out of sight of customers
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Crew tools and paperwork not on table
Amenities
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Public Bathroom restocked
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Public shower stocked for use (soap, towels)
Behavior
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Appropriate nametag(s) visible (SSM 5-11)
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Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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Call button response time (need to quantify)
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Shirt tucked in
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No holes, rips or tears
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No stains
-
Appropriate size
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Belt loops secured
-
Proper shoes (defined heel, laced up)
-
Proper eyewear (no dark tints or reflectors)
-
Secured neckwear
-
Grooming - Hair above the neck/beards/mustaches
-
Natural looking hair color
-
Earrings (Only studs allowed)<br>
-
No team/athletic logos
-
No leather jackets
-
Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
-
Non-solicitation of tips (asking, making direct/indirect suggestion)
-
Smile at Customers within 5 feet (not policy)
-
Greet customers within 2 feet (not policy)
-
Gratitude "Thank you for travelling with us"
-
No Shop talk
-
Volume of conversations
-
Positive professional conversations
-
Proper signage
-
No markings on menu or signage
-
Dirty linen kept out of view
Cleanliness
-
Crew gear out of sight of customers
-
Crew tools and paperwork not on table
Restroom Surfaces Cleaned
-
Restroom surfaces cleaned
Service
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TASC intro/Introduction to room & amenities
En Route Service
- Car Audit
-
Equipment Line
- Acela
- Traditional
- Talgo
- Amfleet 1
- Amfleet 2
- Superliner 1
- Superliner 2
- Surfliner
- Capital Corridor
- Viewliner
- Horizons
- Sounder
- Cascade
- Siemens Venture
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Car Number
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Car Type
Behavior
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Greet customers upon entry into car
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Clean working counter
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Announcements for opening/closing
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Open hours being observed
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Greet customers approaching counter
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Patience when answering questions
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Upselling - offered additional items to customer
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Pre-closing announcement (15 min)
Branding/Marketing
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Appropriate signage per service
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Seating area for Café customers
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Current menu for Meal periods
Cleanliness
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Clean seating area - disinfected table and seating (observed)
Health and Safety
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Did the food service employee (LSA) wash their hands upon returning working area?
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Sanitizes knives between customers when used
Service
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Bussing table for next use after customer leaves
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Knowledge of menu
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Proper meal handling
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Places hot items in carry-out tray
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Issues cocktail napkin with beverages
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Issues food napkin with entrees and snacks.
Behavior
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Is Diner service being utilized?
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Asked if they wanted a reservation for the meal period - Breakfast
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Asked if they wanted a reservation for the meal period - Lunch
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Asked if they wanted a reservation for the meal period - Dinner
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Greet customers upon entry into car
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Greeting customers when seated in x minutes
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Clean working counter
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Hours of operation observed
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Pre-closing announcement (15 min)
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End of day announcement with morning reopening hours
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Announcements for opening/closing
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Miscellaneous Pictures
Service
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Dining reservations taken prior to meal period
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Are all items on menu stocked? (Ask server)
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Table set up without Salt and Pepper Shakers - Breakfast
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Table set up without Salt and Pepper Shakers - Lunch
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Table set up without Salt and Pepper Shakers - Dinner
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Bussing table for next use after customer leaves
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Condition of Wine Bottle
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Wine Bottle Example
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In-dining bussing of plateware and beverage refill process
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Miscellaneous Pictures
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Car Number
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Car Type
Service
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At seat dining offered as needed
Behavior
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Is Diner service being utilized?
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Asked if they wanted a reservation for the meal period - Breakfast
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Asked if they wanted a reservation for the meal period - Lunch
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Asked if they wanted a reservation for the meal period - Dinner
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Greet customers upon entry into car
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Greeting customers when seated in x minutes
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Clean working counter
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Hours of operation observed
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Pre-closing announcement (15 min)
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End of day announcement with morning reopening hours
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Announcements for opening/closing
Branding/Marketing
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Welcome signage
Cleanliness
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Set table (table set-up requirements)
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Clean seating area - disinfected table and seating (observed)
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Placemats, tablecloth, etc.
Service
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Dining reservations taken prior to meal period
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Are all items on menu stocked? (Ask server)
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Served the appetizer before the meal - Dinner
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Table set up without Salt and Pepper Shakers - Breakfast
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Table set up without Salt and Pepper Shakers - Lunch
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Table set up without Salt and Pepper Shakers - Dinner
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Flatware set up in napkin roll - Breakfast
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Flatware set up in napkin roll - Lunch
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Flatware set up in napkin roll - Dinner
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Server arriving at table
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Delivering beverages from time of order (timing)
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Delivering food from time of order (timing)
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Delivering dessert (timing)
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Closing out meal (timing)
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Bussing table for next use after customer leaves
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In-dining bussing of plateware and beverage refill process
Behavior
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Clean working counter
-
Announcements for opening/closing
-
Open hours being observed
-
Greet customers approaching counter
-
Patience when answering questions
-
Upselling - offered additional items to customer
-
Pre-closing announcement (15 min)
Branding/Marketing
-
Appropriate signage per service
-
Seating area for Café customers
-
Current menu for Meal periods
Cleanliness
-
Clean seating area - disinfected table and seating (observed)
Health and Safety
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Staggered seating process followed
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Did the food service employee (LSA) wash their hands upon returning working area?
-
Sanitizes knives between customers when used
Service
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Knowledge of menu
-
Proper meal handling
-
Places hot items in carry-out tray
-
Issues cocktail napkin with beverages
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Issues food napkin with entrees and snacks.
Sign-Off
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Offboarding Location
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Miscellaneous Notes
Sign-Off
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Signature
