Information
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Conducted on
Restaurant-Seven AM
Enter Host/Hostess Name
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Enter Server Name(s)
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Prepared by
Server provides a warm welcome (Three Steps of Service)- 6 Points
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Make immediate eye contact, smile, and acknowledge the guest.
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Use guest's name at least once during warm welcome.
Server provides a warm welcome (Three Steps of Service) - 4 Points
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Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Server is knowledgeable about menus and uses suggestive selling - 4 Points
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Inform guest of specials (Signature juice bar/ buffet specialties/ gluten free offerings etc.)
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Provide recommendation for menu items
Service Standards - 6 Points
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Server must approach table within 30 seconds after being seated. It is acceptable if a supporting staff member provides the initial greeting after seating.
Service Standards- 4 Points
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Take order from ladies first.
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Follow 5R process (Enquire, Write, Repeat, Ring, Recheck).
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Verify Allergies
Food and beverage service must be provided in a timely fashion -8 Points
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Serve beverages within 1 minute of acceptance.
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Coffee (non-specialty) and/or juice served within 1 minute upon acceptance of offer
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All courses must be delivered in order and not overlap each other
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Entree brought within 10 minutes unless a longer preparation time has been advised at the time of order
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All subsequent courses delivered within 3 minutes from clearing of previous course.
Food and beverage service must be provided in a timely fashion -8 Points
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Soiled plates must be removed within 2 minutes after all guests at table have completed their course.
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Check is presented prior to completion of the meal
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Total maximum time: 30 minutes, unless guest lingers over courses
Beverage service and accompaniments meet standards - 8 Points
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Iced Tea: Iced tea Spoon, Lemon Wedge, Liquid Sweetener
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Coffee: Server must ask the accompaniments (Milk or cream)
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Tea: Present a Tea box. Must offer honey & lemon or Milk
Server provides exceptional service - 6 Points
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Ladies served first.
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Food delivered to correct person without asking
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Food and beverage served from right, unless not accessible
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Food never served over guest's shoulder, but from the side.
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Plates are cleared from right, unless not accessible.
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Table must be maintained clean at all times.
Server provides exceptional service - 8 Points
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Server asks if food satisfactory at every course and takes corrective action if needed
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Courses must not be removed without asking if finished
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Glasses were not lifted from table to pour unless there is a physical barrier.
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Repeat back beverage type when offering to refresh beverage (e.g. Would you like to have some more coffee/ Green Tea?")
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Napkin refolded when guests are away from the table
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Pace of meal never noticeable; service is not delayed or rushed
Server does not decline a request without offering alternatives - 2 Points
Server properly presents the check - 2 Points
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Check must be accurate and complete.
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Must be presented in a neat folder with a Hotel pen.
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Server presents the check prior to completion of meal without guest having to ask for it.
Table setting enlivens the senses - 6 Points
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Table must be stable and not wobbling.
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Chairs must be neat and free from any stains.
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Flatware - free of tarnish/wear
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Napkins - pressed all-cotton or linen
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Salt and pepper shakers are present
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No Gum under the tables
Restaurant menu and food quality meet standards - 4 Points
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Menu must be clean and in good condition.
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Server must inform daily specialties and Signature items (Fresh juice bar)
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Kids menu presented in case of kids
Restaurant provides an enjoyable ambiance -4 Points
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Music - background, not obtrusive to conversation
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Room temperature - comfortable, unnoticed by guests
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Heart of house items must not be stored in visible guest areas (e.g. tables, chairs, carts)
Employee owns and resolves guest's requests and opportunities immediately - 4 Points
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Employee must: Listen actively
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Employee must: Empathize - Express empathy
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Apologize and assume ownership
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Resolve the problem and also provide an extra touch that goes beyond mere resolution
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Notify the leader and confirm with the guest to ensure their satisfaction and record the problem in GXP
Server takes pride in and care of personal appearance - 4 Points
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Be in uniform: Clean and pressed, Consistent amongst all employees.
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Name badge worn on left side (not scratched)
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Shoes: Polished
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Hair: Clean and natural color
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Nails: Clean, short and unpolished
Server uses proper verbiage and is "On Stage" - 4 Points
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Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
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Smile and maintain eye contact
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Offers to escort guests rather than pointing out directions
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Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
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Engage in genuinely warm conversation to connect to your emotions
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Only engages in work-related conversation with other employees (Includes cell phone or radio conversations)
Server anticipates need(s) - 4 Points
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Employee must offer a service/ solution/ opportunity to meet an anticipated need
Server enhances emotional engagement (positive) - 4 Points
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Confidence, Integrity, Pride and Passion. Be present and Pro-active
Server provides a fond farewell (Three Steps of Service)
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Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
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Offer additional assistance
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Mentions their own name at any time during encounter
Comments & Observations
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