Information

  • Location

  • Document No.

  • Conducted on

  • Prepared by

  • Manager on Duty

  • Chef on Duty

Reservations and Bookings

  • Was a reservation made?

  • Date and time of reservation enquiry

  • Was the phone answered in 5 rings or less?

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

  • Staff member's name:

  • Did the staff member speak clearly?

  • Was the staff member friendly and helpful?

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

  • Did they read the booking back to you?

  • Knowledge test question and answer given:

  • Was the enquiry response correct and answered with confidence?

  • Did they thank you?

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

  • Comments

Appearance and Presentation

  • Clear of cigarette butts

  • Entrance swept and clear of paper

  • External lights working

  • Bollards (ropes)

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

  • Menu display outside clean and lights working

  • Condition of plants good

  • Umbrella holder available and clean

  • Windows clean

  • Clear of bird droppings

  • Barrier clean

  • Blinds working

  • Comments

Reception and Presentation

  • Arrival time

  • Were you acknowledged and greeted within 15 seconds?

  • Was the greeting genuinely warm and friendly?

  • Reception free of clutter

  • Were you escorted to a clean set table?

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

  • Seats and tables arranged neatly

  • Surrounding tables cleared and free of litter

  • Music genre and level appropriate

  • Lighting level appropriate

  • Visible lighting fixtures working

  • Room temperature appropriate

  • Floor clean

  • All menu materials clean and well presented

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

  • Comments

Service

  • Were you served within 60 seconds of being seated?

  • We're you napkined?

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

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

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

  • Did your server introduce him/herself by name?

  • 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?

  • Were your drinks exactly as you ordered?

  • Were the food specials well worded and clearly presented?

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

  • Were you asked if you would like sides?

  • Did the waiter repeat your order back to you?

  • Were you offered bread or olives to start?

  • 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?

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

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

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

  • Were you offered additional drinks during your meal?

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

  • Were you offered tea or coffee when ordering dessert?

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

  • 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

  • Served at an appropriate temperature

  • Overall taste was excellent

  • Portion size was decent

  • Reasonable value for money

  • Comments

Drink Evaluation

  • Drinks poured correctly

  • If ordering beer, were you offered a glass?

  • Drink served at appropriate temperature

  • Glassware appropriate

  • Presentation excellent

  • Comments

Bar Experience

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

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

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

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

  • Coasters and straws stocked

  • Marketing material up-to-date

  • Lights working and level appropriate

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

  • Were you served within an appropriate timeframe?

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

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

  • Comments

Cashing Out

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

  • Were you thanked and given a friendly farewell?

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

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

  • Comments

Staff Details

  • FOH staff in uniform

  • BOH staff in uniform

  • Well groomed

  • Personal hygiene excellent

  • Appropriate jewelry

  • Medium to long hair tied up

  • Team members upbeat, cheerful, and smiling

  • Appropriate ratio of staff to customers

  • Staff drinks are not visible

  • Staff belongings or bags are not visible

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

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

  • Comments

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