Pony Dining Audit (During Service) new

• Location

  Pavel and Co

  Pony Sydney

  Pony Brisbane

• Document No.

• Conducted on

  Date

• Prepared by

• Manager on Duty

• Chef on Duty

Reservations and Bookings

• Was a reservation made?

  Yes

  No

  N/A

• Date and time of reservation enquiry

  Date

• Was the phone answered in 5 rings or less?

  Yes

  No

  N/A

• Was the answer phrase "Good morning / afternoon / evening, (company name), this is X speaking, how many I help you?" used when answering?

  Yes

  No

  N/A

• Staff member's name:

• Did the staff member speak clearly?

  Yes

  No

  N/A

• Was the staff member friendly and helpful?

  Yes

  No

  N/A

• Did they offer to send a reservation confirmation to your email?

  Yes

  No

  N/A

• Did they read the booking back to you?

  Yes

  No

  N/A

• Knowledge test question and answer given:

• Was the enquiry response correct and answered with confidence?

  Yes

  No

  N/A

• Did they thank you?

  Yes

  No

  N/A

• Did they give you a pleasant farewell? (i.e. Have a nice day)

  Yes

  No

  N/A

• Comments

Appearance and Presentation

• Clear of cigarette butts

  Yes

  No

  N/A

• Entrance swept and clear of paper

  Yes

  No

  N/A

• External lights working

  Yes

  No

  N/A

• Bollards (ropes)

  Yes

  No

  N/A

• Marketing material up-to-date (easels and displays if applicable)

  Yes

  No

  N/A

• Menu display outside clean and lights working

  Yes

  No

  N/A

• Condition of plants good

  Yes

  No

  N/A

• Umbrella holder available and clean

  Yes

  No

  N/A

• Windows clean

  Yes

  No

  N/A

• Clear of bird droppings

  Yes

  No

  N/A

• Barrier clean

  Yes

  No

  N/A

• Blinds working

  Yes

  No

  N/A

• Comments

Reception and Presentation

• Arrival time

  Date

• Were you acknowledged and greeted within 15 seconds?

  Yes

  No

  N/A

• Was the greeting genuinely warm and friendly?

  Yes

  No

  N/A

• Reception free of clutter

  Yes

  No

  N/A

• Were you escorted to a clean set table?

  Yes

  No

  N/A

• Was the food menu placed in front of you and drink menu set on the table?

  Yes

  No

  N/A

• Seats and tables arranged neatly

  Yes

  No

  N/A

• Surrounding tables cleared and free of litter

  Yes

  No

  N/A

• Music genre and level appropriate

  Yes

  No

  N/A

• Lighting level appropriate

  Yes

  No

  N/A

• Visible lighting fixtures working

  Yes

  No

  N/A

• Room temperature appropriate

  Yes

  No

  N/A

• Floor clean

  Yes

  No

  N/A

• All menu materials clean and well presented

  Yes

  No

  N/A

• Cutlery, plates, and glassware clean and in good condition

  Yes

  No

  N/A

• Comments

Service

• Were you served within 60 seconds of being seated?

  Yes

  No

  N/A

• We're you napkined?

  Yes

  No

  N/A

• Were you offered sparkling, still or tap water after being seated?

  Yes

  No

  N/A

• Were you served water within 2 minutes of being seated?

  Yes

  No

  N/A

• When the water was given, were you offered any additional drinks?

  Yes

  No

  N/A

• Did your server introduce him/herself by name?

  Yes

  No

  N/A

• Server name or description of server:

• Ask your server a question about the drinks menu to test their knowledge.

• Question:

• Answer:

• Ask your server a question about the food menu to test their knowledge.

• Question:

• Answer:

• After ordering drinks, did you receive them within 10 minutes?

  Yes

  No

  N/A

• Were your drinks exactly as you ordered?

  Yes

  No

  N/A

• Were the food specials well worded and clearly presented?

  Yes

  No

  N/A

• Did any member use active selling or offer a up sell on any order?

  Yes

  No

  N/A

• Were you asked if you would like sides?

  Yes

  No

  N/A

• Did the waiter repeat your order back to you?

  Yes

  No

  N/A

• Were you offered bread or olives to start?

  Yes

  No

  N/A

• Did the staff member confidently place the correct meal in front of each customer stating the dishes name and any changes made to the dish?

  Yes

  No

  N/A

• Did the server check on your meals within an acceptable timeframe?

  Yes

  No

  N/A

• Were your plates cleared and table wiped down within an acceptable timeframe?

  Yes

  No

  N/A

• Were your meals served within an acceptable timeframe after ordering and clearing of plates?

  Yes

  No

  N/A

• Were you offered additional drinks during your meal?

  Yes

  No

  N/A

• At the conclusion of your meal, was the dessert menu placed on your table?

  Yes

  No

  N/A

• Were you offered tea or coffee when ordering dessert?

  Yes

  No

  N/A

• Did the coffee and dessert get delivered in the correct order that you asked for them?

  Yes

  No

  N/A

• Comments

Customer Profile

• Approximate capacity at time of dining

• Percentage of men to women

• How many customers were in the following age brackets:

• 18-24

• 25-34

• 35+

• Comments

Food Evaluation

• Food appearance and presentation was excellent

  Yes

  No

  N/A

• Served at an appropriate temperature

  Yes

  No

  N/A

• Overall taste was excellent

  Yes

  No

  N/A

• Portion size was decent

  Yes

  No

  N/A

• Reasonable value for money

  Yes

  No

  N/A

• Comments

Drink Evaluation

• Drinks poured correctly

  Yes

  No

  N/A

• If ordering beer, were you offered a glass?

  Yes

  No

  N/A

• Drink served at appropriate temperature

  Yes

  No

  N/A

• Glassware appropriate

  Yes

  No

  N/A

• Presentation excellent

  Yes

  No

  N/A

• Comments

Bar Experience

• Were you provided with a drink menu when seated at the bar?

  Yes

  No

  N/A

• Were you offered a food menu to order bar snacks or small plates?

  Yes

  No

  N/A

• When ordering a drink at the bar, were you informed of any current promotions or offers?

  Yes

  No

  N/A

• Did the staff demonstrate their knowledge of the drink menu?

  Yes

  No

  N/A

• Coasters and straws stocked

  Yes

  No

  N/A

• Marketing material up-to-date

  Yes

  No

  N/A

• Lights working and level appropriate

  Yes

  No

  N/A

• Did the staff member confidently place the correct drink in front of each customer?

  Yes

  No

  N/A

• Were you served within an appropriate timeframe?

  Yes

  No

  N/A

• Were you offered another drink prior to finishing your glass?

  Yes

  No

  N/A

• Were you offered a tab at the bar and was the procedure explained to you thoroughly?

  Yes

  No

  N/A

• Comments

Cashing Out

• When cashing out, did the staff member ask you how everything went and if you had a good experience?

  Yes

  No

  N/A

• Were you thanked and given a friendly farewell?

  Yes

  No

  N/A

• Did the team member inform you of any upcoming events or promtotions?

  Yes

  No

  N/A

• Were you served when cashing out within an appropriate timeframe?

  Yes

  No

  N/A

• Comments

Staff Details

• FOH staff in uniform

  Yes

  No

  N/A

• BOH staff in uniform

  Yes

  No

  N/A

• Well groomed

  Yes

  No

  N/A

• Personal hygiene excellent

  Yes

  No

  N/A

• Appropriate jewelry

  Yes

  No

  N/A

• Medium to long hair tied up

  Yes

  No

  N/A

• Team members upbeat, cheerful, and smiling

  Yes

  No

  N/A

• Appropriate ratio of staff to customers

  Yes

  No

  N/A

• Staff drinks are not visible

  Yes

  No

  N/A

• Staff belongings or bags are not visible

  Yes

  No

  N/A

• Did you notice a positive and cooperative team atmosphere amongst the staff?

  Yes

  No

  N/A

• Was the manager on duty present and visible during your visit?

  Yes

  No

  N/A

• Comments