RCGC BSA Inspection- Dinner # 1

Information

Conducted on

Restaurant Name

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Enter Host/Hostess Name

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Enter Server Name(s)

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Prepared by

Hostess

Host/hostess provides a warm welcome/Greeting Provided - 16 Points

Make immediate eye contact, smile and acknowledge the guest
Acknowledge you if you are waiting in line
Provides eye contact and smiles throughout the warm welcome
Employee asks for name and uses it at least once during transaction.

Host/Hostess-If standing in a queue, an attempt to acknowledge the guest was made in a timely manner - 2 Points

Host/Hostess provides a warm welcome (Three Steps of Service) -2 points

Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction -4 points

Host/Hostess - Well-groomed and professional, wearing a uniform - 4 points

Host/Hostess takes pride in and takes care of personal appearance -4 points

Host/Hostess confirms reservation- 2 Points

Host/Hostess must: • Confirm if reservation was made
Inform Host/Hostess that you have a reservation Verify that Host/Hostess: • Confirms correct details of reservation • Has record of your reservation
Interact with Host/Hostess and Mark No if you encounter or observe any of the following: • Reservation detail incorrect • Reservation not recorded

Host/Hostess greeting meets standard-4 points

Host/Hostess must minimally: • Offer to hang guests' coats, if appropriate
- Yes
- No
- N/A
• Provide table within 5 minutes of reserved time (lunch/dinner)
If guests wait for table, inconvenience is acknowledged ▪ Guest is given the approximate wait time ▪ Guest is seated within 5 minutes of stated wait time ▪ Refreshments (i.e. drink from the bar) are offered to waiting guests

Host/hostess seating procedure meets standard - 16 Points

• Ensure table is set up with appropriate place settings o Correct number of place settings for guests at table (e.g., removing extra place settings if needed) o It is acceptable if another host/hostess provides these services (e.g., server attendant)
Pull chair(s) out (ladies first)
Provide menus to all guests, if applicable o Ladies first
Wish guest(s) an enjoyable meal o If server seats guests, it is acceptable to not wish an enjoyable meal

Host/Hostess is knowledgeable and confident-2 points

Ask Host/Hostess a general, position/interaction appropriate question during the interaction and Mark No if they are unable to answer

Host/Hostess uses appropriate verbiage and shows genuine care and interest-4 Points

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
• Engage in warm conversation to show genuine care and interest in the guest

Host/Hostess delivered personalized service during interaction -2 Points

Host/Hostess must deliver personalized service during interaction, using something the associate learned about the guest

Hostess anticipates need(s) -4 Points

Employee must offer a service/ solution/ opportunity to meet an anticipated need

Host/Hostess is "On Stage" -4 points

• Only engage in work-related conversation with other employees when guests present o Includes cell phone and radio conversations o Earpiece must be used for all radio conversations
• Offer escort as well as directions if a location that the guest asked about is not in visible sight

Host/Hostess - Guest name used during the experience, when known -4 Points

Host/Hostess - Warm and sincere closing offered, and appreciation demonstrated -4 points

Server

Server provides a warm welcome (Three Steps of Service)- 2 Points

-Make immediate eye contact, smile, and acknowledge the guest. -Use guest's name at least once during warm welcome.

Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction - 4 Points

Inform guest of specials (Signature juice bar/ buffet specialties/ gluten free offerings etc.)
Provide recommendation for menu items

Server - Well-groomed and professional, wearing a uniform - 6 Points

Server takes pride in and takes care of personal appearance- 4 Points

Restaurant provides an enjoyable ambiance- 2 Points

• Dining room exhibits/display tables - professional in appearance • Lighting - enables guest to read menus • Music - background, not obtrusive to conversation • Plants - live or fresh floral displays • Room temperature - comfortable, unnoticed by guests • For outdoor restaurants, do not evaluate the temperature • Tables - uniformly set

Table is appropriately set and reset - 2

Table setting minimally must: • Be clean and in good condition • Bud vase/arrangement is neat, fresh and presentable (optional) • Flatware - free of tarnish/wear • Condiments served in appropriate containers (e.g., ramekins) o No full sized bottles or portion packs, except for sweeteners • Linens neat (if applicable) • Napkins - pressed all-cotton or linen o It is acceptable for outdoor restaurants to use a different type of napkin o Paper napkins are not acceptable • Salt and pepper shakers are present o It is acceptable if salt and pepper are served/offered o It is acceptable to not offer salt and/or pepper if the restaurant concept is a cuisine that does not utilize salt and pepper (e.g., Japanese, Chinese)

Restaurant menu meets standards - 4 Points

Menu must: • Be clean and in good condition • Be in Brand Voice or consistent with the theme/season of the restaurant • Offer at least 2 healthy options • Contain signature food and beverage offerings • Signature item(s) must be identified on the menu (e.g., by formatting, item name) or verbally explained by the server • Daily special(s) are not acceptable for signature item(s) • Offer a minimum 16 wines by the glass (RC) • It is acceptable for buffet restaurants to not have printed menus

Initial water service meets standard - 4 Points

Server must minimally: • Offer beverages • Offers bottled, still or sparkling waters (lunch/dinner) • Provide bread and accompaniment (e.g., butter, oil, spread) (lunch/dinner) o Types of bread briefly explained, if variety exists ▪ Explanation should not interfere with conversation o Butter served at room temperature, if applicable ▪ Butter is fresh and well presented (i.e. no blister packs) (LC) o If the concept of the restaurant does not include bread service (e.g., Asian, poolside), it is acceptable for bread and accompaniment to not be served

Server suggestively upsells beverage brand - 2 Points

When taking a beverage order the server must suggestively upsell the beverage brand (e.g., "Certainly, would you prefer Grey Goose?")

Server is knowledgeable and provides recommendations-4 Points

Server must: • Inform guest of the specials and/or house specialties (lunch/dinner), if applicable • Provide recommendations of menu items, if asked • Be able to describe ingredients and preparation of menu items, if asked • React graciously and accommodatingly if asked for an off-menu item or preparation adjustment (i.e. allow me to see what I can do for you) • Be knowledgeable of the beverage list (lunch/dinner) o It is acceptable if a wine steward/sommelier provides recommendations • Offer dessert (lunch/dinner) o Provide recommendations, if asked o Suggest coffee/espresso/other appropriate after dinner beverage based on concept

Order taking meets standard - 4 Points

Server must minimally: • Take order first from: o Ladies (US/CAN, CALA, EUR) o Head of table or host of party (AP, MEA) • Repeat order back to guest to ensure accuracy o Suggest commonly requested condiments or accompaniments, if applicable to the item ordered (e.g., catsup for fries)

Service must be provided in a timely fashion - 4 Points

Pace of meal must never be noticeable: • Service is not delayed or rushed: o Server must approach table within 1 minute after being seated ▪ It is acceptable if a supporting staff member provides the initial greeting after seating o All courses must be delivered in order and not overlap each other, if applicable o Soiled plates must be removed within 2 minutes after all guests at table have completed their course

Cold beverage service meets standard - 2 Points

Server must: • Place a beverage napkin to indicate that the guest has ordered a drink o It is acceptable to use a coaster instead of beverage napkin • Serve the beverages on a tray Cold beverages other than iced tea (e.g., soft drinks, mixed drinks) must be served, at time of delivery, with: • Solid, square ice cubes, if ice is used Beer must be served: • Chilled • If beer is poured at table, it is acceptable to lift the glass from the table to pour

Coffee and specialty coffee presentation meets standard -2 Points

Coffee service: • Server must ask for guest's preference of accompaniments (i.e. sugar, milk, cream) • Requested accompaniments must be delivered at or before time of delivery • Served with a cookie (e.g., biscotti, tea cookie) (RC) Espresso/espresso type beverages • Must be served in appropriate cup and silverware • Must be presented with sugar and/or sweeteners at or before time of delivery o It is acceptable for sugar/sweeteners to be presented in other than caddie/container • Served with a cookie (e.g., biscotti, tea cookie) (RC)

Hot tea presentation meets standards - 2 Points

Tea: • If served loose: o Brewed in a pot o Strainer provided ▪ It is acceptable if strainer is built into the pot o Served with an additional pot of hot water • If served tea bags o At least 2 tea bags o Presented in a service box/tray o Served with a pot of hot water ▪ China pot or insulated pot specifically for tea service • Server must ask if guest prefers honey and lemon or milk (optional AP, EMEA) • Server must ask if the guest wants us to brew the tea for them • Requested accompaniments must be delivered at or before time of delivery • Served with a cookie (e.g., biscotti, tea cookie) (RC)

Iced tea presentation meets standards -2 Points

Iced tea (non-flavored) must be served, at time of delivery, with: • Ice cubes – square and solid • Iced tea spoon • Lemon/mint garnish on rim of glass • Lemon wedge - unless garnished with lemon • Liquid sweetener

Wine service meets standards -4 Points

Wine by the glass • Must be served in the correct glass for the type of wine
Wine by the bottle • Server demonstrates label and pouring at the table with the label facing the guest o Glass is not lifted to pour • A taste is offered prior to a complete pour • For wine pairings, wine is poured prior to receiving food

Server exemplifies tenets of luxury dining - 4 Points

Server provides exceptional service: • Courses simultaneously brought to table for all guests o Ladies served first (US/CAN, CALA, EUR) o Head of table first (AP, MEA) o Food delivered to correct person without asking • Courses were not cleared before finished or without asking if finished • Soiled cutlery replaced after every course and cutlery replaced as needed (ex: steak knife, fish knife, etc.) • Napkin refolded when guests are away from the table • The level of interest in service remains constant and positive throughout the meal • Server asks if food satisfactory at every course and takes corrective action if needed • Glasses were not lifted from table to pour unless there is a physical barrier • Repeat back beverage type when offering to refresh beverage (e.g., "Would you like another Absolut Espresso Martini?", "Certainly, I would be happy to bring you another Mondavi chardonnay") • Food and beverage served from right, unless not accessible o Food not served over guest's shoulder, but from the side • Plates are cleared from right, unless not accessible • Sauces and passed items are served from left, if applicable • Children are provided with an appropriate drop snack prior to bringing meal (i.e. apple slices)

Server clears courses according to standards -2 Points

Server must: • Clear courses after finished or after asking if finished • Bring fresh cutlery as needed (e.g., fork taken with plate) • Crumb table after completion of entree • Remove salt and pepper shakers and bread and butter plates after clearing entree (lunch/dinner)

Beverage was properly prepared and met guest expectations for taste - 2 Points

Beverage must be: • Meet expectations for taste • Made of high quality and fresh ingredients • Complete, with no missing or incorrect items (e.g., correct alcohol type used) • Delivered at right temperature (cold/hot/warm) • Properly prepared to guest request (e.g., type of garnish) • Served in correct glassware (e.g., martini glass for martini) • Cold cocktails must be served with a fresh garnish o It is acceptable if garnish is not 'fresh' if it is appropriate for cocktail theme (i.e. dehydrated garnish)

All food was visually appealing and met guest expectations with regard to taste - 4 Points

Food presentations must be: • Made of high quality and fresh ingredients • Complete, with no missing or incorrect items • Delivered at right temperature (cold/hot/warm) • Properly prepared to guest request (e.g., well-done, no salt) • Meet the guest expectations for taste

Buffets have adequate food availability and visual appeal 4 Points

Buffet food and beverage presentations must: • Be well-stocked and fresh and appetizing in overall appearance o No dishes more than half empty o No juice pitchers more than half empty • Be appetizing in overall appearance • Provide labels for all dishes o Not photocopied or hand-written • Hand-written in chalk or other themed elements are acceptable o Professional in appearance o In brand identity or fitting restaurant theme

Server properly presents the check - 2 Points

Check must be: • Presented within 3 minutes of request (RC, RCDC) o It is not acceptable to present the check prior to all courses being completed • Accurate and complete Check must be: • Presented within 3 minutes of request (RC, RCDC) o It is not acceptable to present the check prior to all courses being completed • Accurate and complete

Management observed interacting with guests during dinner - 4 Points

Management must interact with guests during dinner Management includes: • Chef • Any Manager • Any Non-uniformed supervisor • Sommelier

Server owns and resolves guest's requests and opportunities immediately - 16 Points

Server must: • Listen actively • Empathize - Express empathy • Apologize and assume ownership • Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere resolution • Notify/Thank the guest to confirm their satisfaction

Server uses appropriate verbiage and shows genuine care and interest - 4 Points

Server must: • Use appropriate verbiage with genuine delivery o For example: "Certainly", "My Pleasure", "Immediately", "I would be happy to" ▪ It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”, “habibi”, “OMG”) • Engage in warm conversation to show genuine care and interest in the guest

Server does not decline a request without offering alternatives - 2 Points

If guest makes a special request server must: • Not just say “No” but use a polite denial, e.g., “I am afraid that we are unable to do that at this time” • Offer alternatives that may help meet the need in another way

Server delivered personalized service during interaction 2 Points

Server must deliver personalized service during interaction, using something the associate learned about the guest

Server anticipates need(s) (Three Steps of Service) -4 Points

Employee must anticipate needs of the guest • Employee must offer a service/solution/opportunity to meet an anticipated need • Examples of acceptable anticipatory actions include: o Offering reading material to a single diner o Offering a booster seat to families traveling with small children o Offering a dark colored napkin to ladies or gentlemen wearing dark clothes so that lint does not show on their clothing It is acceptable if employee does not anticipate the "set-up" need or provide one of the options listed above, as long as any need is anticipated during interaction

Server is "On Stage" - 4 Points

Employee must: • Only engage in work-related conversation with other employees when guests present o Includes cell phone and radio conversations o Earpiece required for radio conversations • Offer escort as well as directions if a location that the guest asked about is not in visible sight

Server - Guest name used during the experience, when known - 4 Points

Server - Further assistance offered to the guest - 2 Points

Server - Warm and sincere closing offered, and appreciation demonstrated - 4 Points

Server provides a fond farewell (Three Steps of Service) - 2 Points

Beyond the delivery of universal service elements of warm and sincere closing offered and appreciation demonstrated, employee must: • Mentions their own name at any time during encounter o RCDC - It is acceptable for name not to be offered if already provided in a previous encounter

Rate Emotional Engagement with interaction - 4 Points

After your experience, rate your interaction: • Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual • Neutral engagement: Respected, Understood, Content – not swayed positively or negatively • Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated Scoring Methodology: • Positive – 4 of 4 points will be awarded • Neutral – 0 of 0 points will be awarded • Negative – 0 of 4 points will be awarded

RCGC BSA Inspection- Dinner # 1

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Restaurant Name

Enter Host/Hostess Name

Enter Server Name(s)

Host/hostess provides a warm welcome/Greeting Provided - 16 Points

Host/Hostess-If standing in a queue, an attempt to acknowledge the guest was made in a timely manner - 2 Points

Host/Hostess provides a warm welcome (Three Steps of Service) -2 points

Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction -4 points

Host/Hostess - Well-groomed and professional, wearing a uniform - 4 points

Host/Hostess takes pride in and takes care of personal appearance -4 points

Host/Hostess confirms reservation- 2 Points

Host/Hostess greeting meets standard-4 points

Host/hostess seating procedure meets standard - 16 Points

Host/Hostess is knowledgeable and confident-2 points

Host/Hostess uses appropriate verbiage and shows genuine care and interest-4 Points

Host/Hostess delivered personalized service during interaction -2 Points

Hostess anticipates need(s) -4 Points

Host/Hostess is "On Stage" -4 points

Host/Hostess - Guest name used during the experience, when known -4 Points

Host/Hostess - Warm and sincere closing offered, and appreciation demonstrated -4 points

Server provides a warm welcome (Three Steps of Service)- 2 Points

Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction - 4 Points

Server - Well-groomed and professional, wearing a uniform - 6 Points

Server takes pride in and takes care of personal appearance- 4 Points

Restaurant provides an enjoyable ambiance- 2 Points

Table is appropriately set and reset - 2

Restaurant menu meets standards - 4 Points

Initial water service meets standard - 4 Points

Server suggestively upsells beverage brand - 2 Points

Server is knowledgeable and provides recommendations-4 Points

Order taking meets standard - 4 Points

Service must be provided in a timely fashion - 4 Points

Cold beverage service meets standard - 2 Points

Coffee and specialty coffee presentation meets standard -2 Points

Hot tea presentation meets standards - 2 Points

Iced tea presentation meets standards -2 Points

Wine service meets standards -4 Points

Server exemplifies tenets of luxury dining - 4 Points

Server clears courses according to standards -2 Points

Beverage was properly prepared and met guest expectations for taste - 2 Points

All food was visually appealing and met guest expectations with regard to taste - 4 Points

Buffets have adequate food availability and visual appeal 4 Points

Server properly presents the check - 2 Points

Management observed interacting with guests during dinner - 4 Points

Server owns and resolves guest's requests and opportunities immediately - 16 Points

Server uses appropriate verbiage and shows genuine care and interest - 4 Points

Server does not decline a request without offering alternatives - 2 Points

Server delivered personalized service during interaction 2 Points

Server anticipates need(s) (Three Steps of Service) -4 Points

Server is "On Stage" - 4 Points

Server - Guest name used during the experience, when known - 4 Points

Server - Further assistance offered to the guest - 2 Points

Server - Warm and sincere closing offered, and appreciation demonstrated - 4 Points

Server provides a fond farewell (Three Steps of Service) - 2 Points

Rate Emotional Engagement with interaction - 4 Points

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