Title Page
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Hotel
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Conducted on
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Prepared by
Mal OOS
Website Grill Reservation
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Were you able to make a reservation for your required date, time, and area? (Check 5 dates to see if they are available)
Grill Reservation by Phone
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Was the call answered within 6 rings?
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Did you receive a friendly greeting of "Good Morning/Afternoon/Evening, Mal Bar & Grill?
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Was your name taken at an appropriate point in the call and used thereafter?
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Were you asked if you have dined with us before?
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Did the team member ask if there was a special reason for your visit?
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Were you asked for your contact details? (Email and contact number)
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Did the team member ask if there were any allergens in your party?
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Were the details of the booking confirmed back to you, and were you informed that you would receive an electronic confirmation?
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Was your call finished with a fond farewell?
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Did you receive the confirmation email, and was it correct?
Bar drinks
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Was the music, atmosphere, lighting, and temperature appropriate for the time of day?
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Were you acknowledged on entering the bar area and given a warm welcome?
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Was a clean and well-presented bar and signature cocktails menu on the table when you sat down?
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Did the team member come over and introduce themselves? Were any suitable recommendations given?
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Was there a bartender's cocktail recommendation of the day?
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Were you asked if you would like any Little Kick Starts?
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Did the team member use an iPad to take the order?
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Did the team member check for any allergens in the party?
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If specified, you had an allergen was the allergen procedure followed?
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Was floor service in place in the bar?
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Were black coasters placed on the table once the order had been taken?
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Were the drinks delivered in a timely manner?
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Were the drinks delivered to the table on a tray?
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Did the team member check back on the table at any point?
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Was the drink presented to brand standard? (Take photos)
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Did you enjoy the drink?
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Were you offered a second drink?
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Were you offered a dinner reservation if you didn't already have one? Were your drinks to be moved to your dinner tab?
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Were your drinks carried through to the Restaurant on a tray by a team member?
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Was the bill presented in a timely manner and in a branded bill presenter? (If appropriate)
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Did the team member build a rapport with you during your visit?
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Were you wished a fond farewell on leaving the bar?
Dinner in the Grill
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Upon arrival to the Restaurant Host stand were you welcomed immediately and in a friendly way?
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Did the team member confirm if you had a reservation and take your name?
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Was the music, atmosphere, lighting, and temperature appropriate for the time of the day?
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Were you taken to your table by the host?
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Did the host give you a food menu relevant to the hotel offering, and a wine list, advising of any specials or sold-out dishes?
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Were you offered water and was Purezza bottled water upsold?
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Did your drinks arrive in a reasonable time frame?
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Did the host confirm to you the server by their name or did the server introduce themselves?
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Was the Grill concept explained to you?
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Did the server confirm or ask if there were any allergens in the party?
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If you stated, you had an allergen did a senior member of the team take over service of your table?
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Was the order taken on the iPad?
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Did the team member remove any extra place settings and/or glassware?
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Did the team member make any recommendations for dishes on the menu?
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Were sides and sauces recommended when the order was taken?
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Were any little kick starts offered to you?
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Were any wines recommended to go with your meal?
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Was the correct cutlery for your courses on the table or exchanged prior to food service?
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Was your wine served in an appropriate amount of time? Was the correct glassware used? Was the white wine stored in an appropriate location once served (iced wine sleeve)?
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If ordering a bottle of wine, was the wine presented to the host, correctly opened at the table, and was a taste of the wine poured for the host to approve?
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Did the team member pour the guest's wine first then top up the host's glass?
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Was wine and water topped up throughout the meal?
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Were your little kick-start dishes delivered to the table in a reasonable amount of time?
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Were your starters delivered to the table in a reasonable amount of time?
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If you or your guests had an allergy was their dish brought to the table separately and first?
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Were the dishes placed in front of the correct people and the food not auctioned at the table?
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Please rate your starters for quality and taste
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Was the starter served to brand standard? (Take Photos)
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Was a check back completed shortly after starters were delivered?
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Were your starters cleared once the whole table had finished and in a reasonable time?
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Were your mains brought to the table in a reasonable time?
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Were the dishes placed in front of the correct people and the food not auctioned at the table?
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Were you offered condiments appropriate to your order?
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If you or your guests had an allergy was their dish brought to the table separately and first?
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Was a check back completed shortly after mains were delivered?
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Please rate your Mains for quality and taste
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Were the mains served to brand standards? (Take Photos)
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Were your mains cleared once the whole table had finished and in a reasonable time?
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Were you offered dessert and cheese menus? And were any recommendations made?
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If you or your guests had an allergy was their dish brought to the table separately and first?
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Were the dishes placed in front of the correct people and the food not auctioned at the table?
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Please rate your Desserts for quality taste and presentation
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Were the desserts served to brand standards (Take Photos)
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After finishing dessert were you asked if you wanted to have a drink or cocktail in the bar?
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If there were any issues with the meal, was it appropriately dealt with and rectified?
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Was the bill presented in a timely manner and displayed in a branded bill wallet?
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Was your bill correct?
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Were you wished a fond farewell as you left the Restaurant?
Breakfast
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Were you greeted by the host in an appropriate amount of time and in a friendly manner?
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Was the music, atmosphere, lighting, and temperature appropriate for the time of day?
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Were you asked for your name first then your room number?
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Were you seated at a clean and prepared table and the breakfast service clearly explained?
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Were you advised to help yourself to the buffet, tea, coffee, and toast?
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Were you advised that a team member will come to take a hot food order and their name?
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Was the order taken in an appropriate time?
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Were you asked if there were any allergens in the party?
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If there were allergens, did a senior member of the team explain what was available on the buffet and did they take the hot food order?
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Was the order taken with an iPad and the menu removed from the table?
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Was the hot breakfast delivered in an appropriate amount of time and on a warm plate?
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Were any empty dishes cleared from the table throughout your breakfast?
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Did the buffet look full and appetising and were all items clearly labelled?
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Were appropriate condiments offered with hot breakfast service?
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If allergens were identified, did the dish come out separate and first to the table?
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Please rate the quality, presentation, and taste of your breakfast
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Was the buffet and hot food served to brand standard (take photos)
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Did you receive a check back shortly after your hot breakfast was delivered?
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Was the bill presented in a timely manner and in a branded bill presenter? (If appropriate)
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Were you wished a fond farewell on leaving the Restaurant?
Overall Experience
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Please rate your guest experience throughout your visit
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What was the most positive aspect of your experience?
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What could be improved for next time?
