Information
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Document No.
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Audit Title
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The Pride Hotel Ahmadabad
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Conducted on
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Prepared by
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Ahmadabad
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Personnel
ENCOUNTER 1: Arrival Experience 1. Presence of Hostess at the Coffee shop entrance 2.Meeting - Greeting - Seating Procedures
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1. Every Guest to be greeted or acknowledged within 15 seconds upon entering the restaurant.
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2. Hostess to ascertain the room number and the guest’s name and use it during the interactions.
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3. Hostess to ask the guest to follow him/her to the table
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4. Hostess to seat the guest within one minute of his/her arrival
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5. Hostess to always escort the guest to a fully laid table
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6. Hostess and the Station holder or the table steward to offer chair assistance to every guest sitting on the table
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7. The station steward to remove extra covers if necessary
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8. The Station steward to offer orientation to the breakfast procedure (i.e. if the guest should help themselves to the buffet)?
ENCOUNTER 2: Table Service - Breakfast 1. Service of Tea/coffee 2. Replenishment of Tea/coffee /juices 3. Consistent clearance after every course
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1. Station steward to introduce himself at the table
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2. Station steward removes extra covers
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3. Station steward to offer coffee or tea within three minutes of seating.
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4. Station steward to ask for orders from live station
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5. All dishes to be cleared within 3 minutes of the guests finishing their meal.
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6. All beverages - coffee/tea/juices to be replenished as required.
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7. Restaurant Manager/Captain to visit the table at any point of time to ascertain if the service was satisfactory
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8. Used/cleared cutlery being replaced with fresh ones
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9. Upon leaving the restaurant every guest to be thanked /acknowledged.
Breakfast @ Cafe Treat Non Compliance Points
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Guest greeted within 20 seconds of arrival. Staff ascertain the guest name and use it during interactions.
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Staff offers menu /explains/orients buffet upon seating guest. Staff helpful & knowledgeable about buffet<br>
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Guest is offered Coffee/tea/water within 3 minutes of seating. Guest is served beverage within 5 minutes of ordering<br>
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After ordering: Item served within 15 minutes or within time as advised by staff<br>
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Additional coffee, tea or other beverage offered within 1 minute of empty cup/glass
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Correct foods and drinks served to the correct guest without asking<br>
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Staff inquires about guest satisfaction discreetly<br>
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If guest leaves the table at any point did the waiter neatly fold napkin and replace on the arm of the chair<br>
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Was the buffet attractive in presentation. Was buffet clean and free of any debris (i.e. behind and on to). Were any unidentifiable food or beverage items clearly labeled. Were labels clean and uniform in appearance.
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Upon leaving guest thanked and acknowledged<br>
ENCOUNTER 3: Buffet Setup 1. Continuous Buffet maintenance
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1. The buffet should be attractive in presentation through out the meal
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2. The buffet should be clean and free of any debris (i.e. behind and on the top)
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3. All food or beverage items on the buffet should be clearly labeled, clean and uniform in appearance. The same is to be verified by Restaurant Manager
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4. Every dish on the buffet to be at least 1/3 full at all times
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5. Incase of a hot buffet, warmed plates should be available through out the breakfast period.
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6. For fruits and Cold buffet items separate plates to be provided and these plates should not be placed in a warmer.
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7. Appropriate service utensils to be available in clean and well maintained form at all times.
ENCOUNTER 4: TABLE SETUP AND MAINTENANCE STANDARDS
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1. All the tables in the restaurant to be consistently laid as per Pride standard.
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2. All table covering - Mats/Runners should be clean, pressed and free of stains and free of debris.
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3. All required cutlery should be available in a clean and well maintained form.
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4. All crockery should be clean, un-chipped and matching in pattern.
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5. All glassware should be clean, un-chipped and matching in pattern.
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6. All guest napkins should be clean, pressed and free of any stains or tears (paper serviettes are not acceptable)?
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7. Were the Salt and Pepper cruets available and if so were they clean and full?
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8. Every table to be relayed within 2 minutes of the previous guest leaving the table.
ENCOUNTER 5: BUFFET FOOD STANDARDS
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1. The food is presented in the buffet / portion dishes in an appealing manner
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2. There should be a good selection of breakfast items available in the buffet as per buffet guidelines (i.e. fresh fruits, fresh juices, cereals with hot and cold milk, cold meats, cheese, hot buffet items, Egg dishes, South Indian, Regional dishes, yoghurts, morning bakeries, health breakfast etc.)
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3. There should be a good selection of items available in the lunch / dinner buffet as per buffet guidelines
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4. All the food being displayed / served is fresh and of good flavor, at correct temperatures
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5. All ordered dishes including the ones from live counters are cooked as requested by the guest
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6. The coffee/tea served during breakfast should be hot and freshly brewed and as per standards
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7. All buffet tags are correctly spelled
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8. Buffet items are well maintained; pans are not empty, items are not drying up and liquids are not forming skin
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9. All buffet tags are clean, free from spills and displayed on appropriate tag holders
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10. Buffet area is neat and hygienic at all times
ENCOUNTER 6: IN ROOM DINING EXPERIENCE
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1. Call received within 3 rings by RSOT and the correct greeting has been used.
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2. RSOT guides the guest through the order taking process.
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3. Upselling and suggestive selling is being done by the RSOT.
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4. RSOT has a good knowledge about the food and accompaniments
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5. A time is being quoted for the service delivery.
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6. Food is delivered by the associate within the quoted time.
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7. Associate introduces himself before entering the room.
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8. Associate displays and explains the food and beverage to the guest and offers to serve.
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9. Before leaving the room, associate finds out about the clearance time and wishes the guests a pleasant meal.
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10. RSOT or Associate calls back the guest to check on the quality of food and try and take further orders if appropriate.
In Room Dining Non Compliance Points
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Staff is proactive in order-taking / attempts up-sell, Accompaniments are suggested; I.e., juice, fruit at breakfast; starters, desserts at other times
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Order is repeated back to guest. Estimated delivery time provided automatically<br>
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Order is delivered within time indicated or mentioned in the room service menu else within 30 minutes, Correct & complete order is served<br>
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Staff makes eye contact
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Greets guest by name, Staff smiles or makes pleasant expression
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Staff behavior is not hectic or chaotic, Staff inquires where to place the meal<br>
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Staff confirms any additional requests<br>
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Tray/trolley removal card available or staff informs the guest about the same
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No plastic wrappings, silver foil, remain on foods
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Flower or similar amenity used to decorate tray or table
Lunch @ Cafe Treat Non Compliance Points
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Staff ascertain the guest name and use it during interactions<br>
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Staff offers menu /explains/orients buffet upon seating guest. In case of a buffet - Staff helpful & knowledgeable about buffet
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Associates must be proficient in suggestive selling, without being overly aggressive.<br>
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Plates cleared within 5 minutes of completion of course<br>
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Did staff visit the table to ascertain at any point if service was satisfactory<br>
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Comment card/feedback form offered or placed in the billfold. Upon leaving guest thanked and acknowledged, No attempt to solicit tips<br>
Dinner @ Angare Non Compliance Points
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Guest greeted within 20 seconds of arrival. Staff ascertain the guest name and use it during interactions
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Guest is offered pre meal drinks, beverage served within 5 minutes of ordering<br>
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If guest leaves the table at any point did the waiter neatly fold napkin and replace on the arm of the chair
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Food & beverage portions are consistent and adequate with correct temperature. Foods & beverages are fresh in texture and color, have good flavor Garnishing well done.
