Information
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Document No.
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Conducted on
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Prepared by
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Manager on Duty
Reservations and Bookings
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How was your reservation made?
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Date and time of reservation enquiry
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If made by phone, was the phone answered in 5 rings or less? If not, when was the call returned
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Was the answer phrase "Good morning / afternoon / evening, (company name), this is X speaking, how many I help you?" used when answering?
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Staff member's name:
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Did the staff member speak clearly?
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Was the staff member friendly and helpful?
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Did they offer to send a reservation confirmation to your email?
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Did they read the booking back to you?
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Knowledge test question and answer given:
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Was the enquiry response correct and answered with confidence?
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Did they thank you?
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Did they give you a pleasant farewell? (i.e. Have a nice day)
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Comments
Venue Appearance and Presentation
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Clear of cigarette butts and rubbish
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External lights working
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Menu display outside clean and lights working
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Was there marketing material displayed anywhere in the venue?
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Condition of plants good
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Umbrella holder available and clean
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Windows clean
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Comments
Reception and Presentation
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Arrival time
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Were you acknowledged and greeted within 15 seconds?
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Was the greeting genuinely warm and friendly?
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Reception free of clutter
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Were you escorted to a clean set table?
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Was the drinks menu and aperitif menu placed in front of you and advised the waiter would bring the food menu shortly?
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Seats and tables arranged neatly
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Surrounding tables cleared and free of litter
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Music genre and level appropriate
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Lighting level appropriate
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Visible lighting fixtures working
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Room temperature appropriate
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Floor clean
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All menu materials clean and well presented
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Cutlery, plates, and glassware clean and in good condition
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Comments
Service
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Were you offered sparkling, still or tap water after being seated?
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Were you served water within 2 minutes of being seated?
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Did your server approach your table within 4 minutes of you being seated?
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Did your server introduce him/herself by name?
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Server name or description of server:
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Did your server offer to explain the menu to you?
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Were you offered any drink suggestions or recommendations?
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Ask your server a question about the steak selection to test their knowledge.
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Question:
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Answer:
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Ask your server a question about the drinks menu to test their knowledge.
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Question:
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Answer:
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After ordering drinks, did you receive them within 10 minutes?
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Were your drinks exactly as you ordered?
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Were the food specials well worded and clearly presented?
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Did any member use active selling or up selling on any order?
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Were you asked if you would like sides?
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Did the waiter repeat your order back to you?
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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?
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Did the server check on your meals within an acceptable timeframe?
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Were your plates cleared and table wiped down within an acceptable timeframe?
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Were your meals served within an acceptable timeframe after ordering and clearing of plates?
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Were you offered additional drinks during your meal?
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At the conclusion of your meal, was the dessert menu placed on your table?
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Were you offered a dessert wine, cocktail, tea or coffee when ordering dessert?
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Did the dessert and drink get delivered in the correct order that you asked for them?
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Comments
Customer Profile
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Approximate capacity at time of dining
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How many customers were in the following age brackets:
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18-24
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25-34
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35+
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Comments
Food Evaluation
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Food appearance and presentation was excellent
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Served at an appropriate temperature
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Overall taste was excellent
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Portion size was decent
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Reasonable value for money
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Comments
Drink Evaluation
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Drinks poured correctly
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If ordering beer, were you offered a glass?
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Drink served at appropriate temperature
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Glassware appropriate
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Presentation excellent
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Comments
Cashing Out
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Were you offer the bill and was your payment processed within an appropriate time frame?
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When cashing out, did the staff member ask you how everything went and if you had a good experience?
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Were you thanked and given a friendly farewell?
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Did you ask for directions to the bathroom? Were you shown the way?
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Upon your return to your table, was your napkins neatly folded on the table?
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Comments
Staff Details
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FOH staff in uniform
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BOH staff in uniform
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Well groomed - Trimmed beards on men and lipstick on women
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Personal hygiene excellent
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Appropriate jewelry
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Medium to long hair tied up
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Team members upbeat, cheerful, and smiling
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Appropriate ratio of staff to customers
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Staff drinks are not visible
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Did you notice a positive and cooperative team atmosphere amongst the staff?
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Was the manager on duty present and visible during your visit?
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Comments
