Information
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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 - 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/Greeting Provided - 16 Points
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Make immediate eye contact, smile and acknowledge the guest
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Employee asks for name and uses it at least once during transaction.
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Provides eye contact and smiles throughout the warm welcome
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Acknowledge you if you are waiting in line
Host/Hostess provides a warm welcome (Three Steps of Service) -2 points
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Beyond the delivery of the Universal Service elements of Warm Welcome,<br>employee must: • Obtain or ask for name and uses it throughout transaction<br>• Greet the guest with the appropriate situational greeting (e.g., good<br>morning, Aloha, welcome to the restaurant)<br>Interact with employee and Mark No if you encounter or observe any of the<br>following:<br>• Appropriate situational greeting not provided<br>• Guest name not asked<br>
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 greeting meets standard -4 points
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Host/Hostess must minimally:<br>• Offer to hang guests' coats, if appropriate<br>• Provide table within 5 minutes of reserved time (lunch/dinner)<br>o If guests wait for table, inconvenience is acknowledged<br>▪ Guest is given the approximate wait time<br>▪ Guest is seated within 5 minutes of stated wait time<br>▪ Refreshments (i.e. drink from the bar) are offered to waiting<br>guests<br>
Host/Hostess anticipates need(s) (Three Steps of Service) - 4 Points
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Employee must anticipate needs of the guest<br>• Employee must offer a service/solution/opportunity to meet an<br>anticipated need<br>• Examples of acceptable anticipatory actions include:<br>o Offering reading material to a single diner<br>o Offering a booster seat to families traveling with small children<br>o Offering a dark colored napkin to ladies or gentlemen wearing dark<br>clothes so that lint does not show on their clothing<br>It is acceptable if employee does not anticipate the "set-up" need or provide one of<br>the options listed above, as long as any need is anticipated during interaction
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Host/Hostess is "On Stage"-4 points
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Employee must: • 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
- Yes
- No
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Host/Hostess - Guest name used during the experience, when known - 4 Points
Host/Hostess - Further assistance offered to the guest -2 points
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Ask Host/Hostess a general, position/interaction appropriate question during the interaction and Mark No if they are unable to answer
Host/Hostess - Warm and sincere closing offered, and appreciation demonstrated - 4 Points
Server
Server - Warm welcome/greeting provided- 16 Points
Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction - 4 Points
Server provides a warm welcome (Three Steps of Service) - 2 Points
Server - Well-groomed and professional, wearing a uniform - 4 Points
Server takes pride in and takes care of personal appearance- 4 Points
Restaurant provides an enjoyable ambiance- 2 Points
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• Dining room exhibits/display tables - professional in appearance<br>• Lighting - enables guest to read menus<br>• Music - background, not obtrusive to conversation<br>• Plants - live or fresh floral displays • Room temperature - comfortable, unnoticed by guests<br>• For outdoor restaurants, do not evaluate the temperature<br>• Tables - uniformly set<br>
Restaurant menu meets standards - 4 Points
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Menu must:<br>• Be clean and in good condition<br>• Be in Brand Voice or consistent with the theme/season of the restaurant<br>• Offer at least 2 healthy options<br>• Contain signature food and beverage offerings o Signature item(s) must be identified on the menu (e.g., by<br>formatting, item name) or verbally explained by the server<br>o Daily special(s) are not acceptable for signature item(s)<br>• Offer a minimum 16 wines by the glass (RC)<br>• It is acceptable for buffet restaurants to not have printed menus
Cold beverage service meets standard - 2 Points
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Server must:<br>• Place a beverage napkin to indicate that the guest has ordered a drink<br>o It is acceptable to use a coaster instead of beverage napkin<br>• Serve the beverages on a tray<br>Cold beverages other than iced tea (e.g., soft drinks, mixed drinks) must be<br>served, at time of delivery, with:<br>• Solid, square ice cubes, if ice is used<br>Beer must be served:<br>• Chilled • If beer is poured at table, it is acceptable to lift the glass from the table to<br>pour
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Coffee and specialty coffee presentation meets standard - 2 Points
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Coffee service:<br>• Server must ask for guest's preference of accompaniments (i.e. sugar,<br>milk, cream)<br>• Requested accompaniments must be delivered at or before time of delivery<br>• Served with a cookie (e.g., biscotti, tea cookie) (RC)<br>Espresso/espresso type beverages<br>• Must be served in appropriate cup and silverware<br>• Must be presented with sugar and/or sweeteners at or before time of<br>delivery<br>o It is acceptable for sugar/sweeteners to be presented in other than<br>caddie/container<br>• Served with a cookie (e.g., biscotti, tea cookie) (RC)<br><br>
Hot tea presentation meets standards - 2 Points
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Tea:<br>• If served loose:<br>o Brewed in a pot<br>o Strainer provided<br>▪ It is acceptable if strainer is built into the pot<br>o Served with an additional pot of hot water<br>• If served tea bags<br>o At least 2 tea bags<br>o Presented in a service box/tray<br>o Served with a pot of hot water<br>▪ China pot or insulated pot specifically for tea service<br>• Server must ask if guest prefers honey and lemon or milk (optional AP,<br>EMEA)<br>• Server must ask if the guest wants us to brew the tea for them<br>• Requested accompaniments must be delivered at or before time of delivery<br>• Served with a cookie (e.g., biscotti, tea cookie) (RC)
Iced tea presentation meets standards -4 Points
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Iced tea (non-flavored) must be served, at time of delivery, with:<br>• Ice cubes – square and solid<br>• Iced tea spoon<br>• Lemon/mint garnish on rim of glass<br>• Lemon wedge - unless garnished with lemon<br>• Liquid sweetener
Server properly presents the check - 2 Points
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Check must be:<br>• Presented within 3 minutes of request (RC, RCDC)<br>o It is not acceptable to present the check prior to all courses being<br>completed<br>• Accurate and complete<br>• Presented inside a brand folder with a brand pen<br>o Restaurant concept specific branded folders/clipboards/vessels and<br>pens are acceptable<br>o Check presenter and pen must be in good condition
Server anticipates need(s) (Three Steps of Service) - 4 Points
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Employee must anticipate needs of the guest • Employee must offer a service/solution/opportunity to meet an<br>anticipated need<br>• Examples of acceptable anticipatory actions include:<br>o Offering reading material to a single diner<br>o Offering a booster seat to families traveling with small children<br>o Offering a dark colored napkin to ladies or gentlemen wearing dark<br>clothes so that lint does not show on their clothing<br>It is acceptable if employee does not anticipate the "set-up" need or provide one of<br>the options listed above, as long as any need is anticipated during interaction<br>Interact with employee and Mark No if you find any of the following:<br>• Employee did not anticipate guest needs<br>• Employee not present<br>• Insufficient time allowed to anticipate need(s)
Server is "On Stage" - 4 Points
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Employee must:<br>• Only engage in work-related conversation with other employees when<br>guests present<br>o Includes cell phone and radio conversations<br>o Earpiece required for radio conversations<br>• Offer escort as well as directions if a location that the guest asked about is<br>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
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Beyond the delivery of universal service elements of warm and sincere closing<br>offered and appreciation demonstrated, employee must:<br>• Mentions their own name at any time during encounter<br>o RCDC - It is acceptable for name not to be offered if already<br>provided in a previous encounter
