RCGC BSA Inspection-Seven AM FULL INSPECTION

• Conducted on

  Date

Restaurant-Seven AM

Enter Host/Hostess Name

• undefined

Enter Server Name(s)

• undefined

Enter Server Attendant Name

• undefined

Enter Buffet Runner Name

• undefined

Enter Food Runner Name

• undefined

Enter Bartender Name

• undefined

• Prepared by

Host/hostess provides a warm welcome (Three Steps of Service)- 16 Points

• Make immediate eye contact, smile and acknowledge the guest

  Yes

  No

  N/A

• Acknowledge you if you are waiting in line

  Yes

  No

  N/A

• Provides eye contact and smiles throughout the warm welcome

  Yes

  No

  N/A

• Employee asks for name and uses it at least once during transaction.

  Yes

  No

  N/A

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

• Yes

  No

  N/A

Host/hostess seating procedure meets standard - 16 Points

• Provide table within 5 minutes of guests arrival.

  Yes

  No

  N/A

• If guests wait for table, inconvenience is acknowledged

  Yes

  No

  N/A

• Ensure table is set up with appropriate place settings

  Yes

  No

  N/A

• Correct number of place settings for guests at table

  Yes

  No

  N/A

• High chair/booster, if applicable

  Yes

  No

  N/A

• It is acceptable if another employee provides these services (e.g. server attendant)

  Yes

  No

  N/A

• Pull chair(s) out (ladies first)

  Yes

  No

  N/A

• Inquire guest preference of coffee, tea or juice and ask guest for accompaniment.

  Yes

  No

  N/A

Host/hostess takes pride in and takes care of personal appearance - 4 Points

• Uniform: Clean and pressed, Consistent amongst all employees.

  Yes

  No

  N/A

• Name badge worn on left side (not scratched)

  Yes

  No

  N/A

• Shoes: Polished

  Yes

  No

  N/A

• Hair: Clean and natural color

  Yes

  No

  N/A

Host/hostess uses proper verbiage and is "On Stage" - 16 Points

• Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)

  Yes

  No

  N/A

• Smile and maintain eye contact

  Yes

  No

  N/A

• Offers to escort guests rather than pointing out directions

  Yes

  No

  N/A

• Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)

  Yes

  No

  N/A

• Engage in genuinely warm conversation to connect to your emotions

  Yes

  No

  N/A

• Host/Hostess uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Only engages in work-related conversation with other employees (Includes cell phone or radio conversations)

  Yes

  No

  N/A

Host/hostess seating procedure meets standard -12 Points

• Guest is seated within 5 minutes of arriving at the host stand

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

Hostess anticipates need(s) -6 Points

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

  Yes

  No

  N/A

Hostess enhances emotional engagement (positive)- 16 Points

• Confidence, Intergrity, Pride and Passion

  Yes

  No

  N/A

Hostess provides a fond farewell (Three Steps of Service) - 12 Points

• Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)

  Yes

  No

  N/A

• Offer additional assistance

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Mentions their own name at any time during encounter

  Yes

  No

  N/A

• Wishes the guest an enjoyable meal.

  Yes

  No

  N/A

Server provides a warm welcome (Three Steps of Service)- 6 Points

• Make immediate eye contact, smile, and acknowledge the guest.

  Yes

  No

  N/A

• Use guest's name at least once during warm welcome.

  Yes

  No

  N/A

Server provides a warm welcome (Three Steps of Service) - 4 Points

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

Server is knowledgeable about menus and uses suggestive selling - 4 Points

• Inform guest of specials (Signature juice bar/ buffet specialties/ gluten free offerings etc.)

  Yes

  No

  N/A

• Provide recommendation for menu items

  Yes

  No

  N/A

Service Standards - 6 Points

• Server must approach table within 30 seconds after being seated. It is acceptable if a supporting staff member provides the initial greeting after seating.

  Yes

  No

  N/A

Service Standards- 4 Points

• Take order from ladies first.

  Yes

  No

  N/A

• Follow 5R process (Enquire, Write, Repeat, Ring, Recheck).

  Yes

  No

  N/A

• Verify Allergies

  Yes

  No

  N/A

Food and beverage service must be provided in a timely fashion -8 Points

• Serve beverages within 1 minute of acceptance.

  Yes

  No

  N/A

• Coffee (non-specialty) and/or juice served within 1 minute upon acceptance of offer

  Yes

  No

  N/A

• All courses must be delivered in order and not overlap each other

  Yes

  No

  N/A

• Entree brought within 10 minutes unless a longer preparation time has been advised at the time of order

  Yes

  No

  N/A

• All subsequent courses delivered within 3 minutes from clearing of previous course.

  Yes

  No

  N/A

Food and beverage service must be provided in a timely fashion -8 Points

• Soiled plates must be removed within 2 minutes after all guests at table have completed their course.

  Yes

  No

  N/A

• Check is presented prior to completion of the meal

  Yes

  No

  N/A

• Total maximum time: 30 minutes, unless guest lingers over courses

  Yes

  No

  N/A

Beverage service and accompaniments meet standards - 8 Points

• Iced Tea: Iced tea Spoon, Lemon Wedge, Liquid Sweetener

  Yes

  No

  N/A

• Coffee: Server must ask the accompaniments (Milk or cream)

  Yes

  No

  N/A

• Tea: Present a Tea box. Must offer honey & lemon or Milk

  Yes

  No

  N/A

Server provides exceptional service - 6 Points

• Ladies served first.

  Yes

  No

  N/A

• Food delivered to correct person without asking

  Yes

  No

  N/A

• Food and beverage served from right, unless not accessible

  Yes

  No

  N/A

• Food never served over guest's shoulder, but from the side.

  Yes

  No

  N/A

• Plates are cleared from right, unless not accessible.

  Yes

  No

  N/A

• Table must be maintained clean at all times.

  Yes

  No

  N/A

Server provides exceptional service - 8 Points

• Server asks if food satisfactory at every course and takes corrective action if needed

  Yes

  No

  N/A

• Courses must not be removed without asking if finished

  Yes

  No

  N/A

• Glasses were not lifted from table to pour unless there is a physical barrier.

  Yes

  No

  N/A

• Repeat back beverage type when offering to refresh beverage (e.g. Would you like to have some more coffee/ Green Tea?")

  Yes

  No

  N/A

• Napkin refolded when guests are away from the table

  Yes

  No

  N/A

• Pace of meal never noticeable; service is not delayed or rushed

  Yes

  No

  N/A

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

• Yes

  No

  N/A

Server properly presents the check - 2 Points

• Check must be accurate and complete.

  Yes

  No

  N/A

• Must be presented in a neat folder with a Hotel pen.

  Yes

  No

  N/A

• Server presents the check prior to completion of meal without guest having to ask for it.

  Yes

  No

  N/A

Table setting enlivens the senses - 6 Points

• Table must be stable and not wobbling.

  Yes

  No

  N/A

• Chairs must be neat and free from any stains.

  Yes

  No

  N/A

• Flatware - free of tarnish/wear

  Yes

  No

  N/A

• Napkins - pressed all-cotton or linen

  Yes

  No

  N/A

• Salt and pepper shakers are present

  Yes

  No

  N/A

• No Gum under the tables

  Yes

  No

  N/A

Restaurant menu and food quality meet standards - 4 Points

• Menu must be clean and in good condition.

  Yes

  No

  N/A

• Server must inform daily specialties and Signature items (Fresh juice bar)

  Yes

  No

  N/A

• Kids menu presented in case of kids

  Yes

  No

  N/A

Restaurant provides an enjoyable ambiance -4 Points

• Music - background, not obtrusive to conversation

  Yes

  No

  N/A

• Room temperature - comfortable, unnoticed by guests

  Yes

  No

  N/A

• Heart of house items must not be stored in visible guest areas (e.g. tables, chairs, carts)

  Yes

  No

  N/A

Employee owns and resolves guest's requests and opportunities immediately - 4 Points

• Employee must: Listen actively

  Yes

  No

  N/A

• Employee must: Empathize - Express empathy

  Yes

  No

  N/A

• Apologize and assume ownership

  Yes

  No

  N/A

• Resolve the problem and also provide an extra touch that goes beyond mere resolution

  Yes

  No

  N/A

• Notify the leader and confirm with the guest to ensure their satisfaction and record the problem in GXP

  Yes

  No

  N/A

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

• Be in uniform: Clean and pressed, Consistent amongst all employees.

  Yes

  No

  N/A

• Name badge worn on left side (not scratched)

  Yes

  No

  N/A

• Shoes: Polished

  Yes

  No

  N/A

• Hair: Clean and natural color

  Yes

  No

  N/A

• Nails: Clean, short and unpolished

  Yes

  No

  N/A

Server uses proper verbiage and is "On Stage" - 4 Points

• Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)

  Yes

  No

  N/A

• Smile and maintain eye contact

  Yes

  No

  N/A

• Offers to escort guests rather than pointing out directions

  Yes

  No

  N/A

• Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)

  Yes

  No

  N/A

• Engage in genuinely warm conversation to connect to your emotions

  Yes

  No

  N/A

• Only engages in work-related conversation with other employees (Includes cell phone or radio conversations)

  Yes

  No

  N/A

Server anticipates need(s) - 4 Points

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

  Yes

  No

  N/A

Server enhances emotional engagement (positive) - 4 Points

• Confidence, Integrity, Pride and Passion. Be present and Pro-active

  Yes

  No

  N/A

Server provides a fond farewell (Three Steps of Service)

• Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)

  Yes

  No

  N/A

• Offer additional assistance

  Yes

  No

  N/A

• Mentions their own name at any time during encounter

  Yes

  No

  N/A

Server attendant provides a warm welcome using the guest name (Three Steps of Service)- 16 Points

• Yes

  No

  N/A

Server attendant takes pride in and takes care of personal appearance - 2 Points

• Yes

  No

  N/A

Server attendant uses proper verbiage and is "On Stage" - 10 Points

• * Certainly, My pleasure,I would be happy to

  Yes

  No

  N/A

Server attendant is knowledgeable about menus,coffee and tea selection - 16 Points

• Explains restaurant specialties

  Yes

  No

  N/A

• Provides recommendations, if asked

  Yes

  No

  N/A

Server attendant provides exceptional service - 16 Points

• Ladies served first

  Yes

  No

  N/A

• Food served to correct guest without asking

  Yes

  No

  N/A

• Offer to replace juice if finished

  Yes

  No

  N/A

Table setting enlivens the senses- 2 Points

• Tables are not wobbling

  Yes

  No

  N/A

• Cutlery, Napkins are clean

  Yes

  No

  N/A

• Table setting is neat and according to standard

  Yes

  No

  N/A

Server attendant clears dirty dishes with in 2 minutes and reset tables within 3 minutes of guest leaving the restaurant - 12 Points

• Yes

  No

  N/A

Server attendant owns and resolves guest's requests and opportunities immediately - 4 Points

• Yes

  No

  N/A

Server attendant maintains a clean and organized work station - 8 Points

• Bird droppings wiped off tables and chairs

  Yes

  No

  N/A

• Sugar packets and unused items removed from table

  Yes

  No

  N/A

Server attendant prepares sufficient mise en place for service -4 Points

• Ensuring side station is fully stocked and back up is ready for use.

  Yes

  No

  N/A

Server attendant enhances emotional engagement -10 Points

• Uses guest name when engaging

  Yes

  No

  N/A

• Acknowledges special occasions when applicable

  Yes

  No

  N/A

Server attendant provides a fond farewell (Three Steps of Service) -4 Points

• Yes

  No

  N/A

Buffet- 16 Points

• Buffet is fully set by 6:45 am.

  Yes

  No

  N/A

• All utensils and décor must be in proper place and clean

  Yes

  No

  N/A

Server attendant takes pride in and takes care of personal appearance - 2Points

• Yes

  No

  N/A

Server attendant provides a warm welcome (Three Steps of Service) - 10 Points

• Makes eye contact and engage guests with a smile

  Yes

  No

  N/A

Server attendant uses proper verbiage and is "On Stage" - 12 Points

• Certainly, My pleasure, wishes guest a good breakfast

  Yes

  No

  N/A

Server attendant maintains a clean and organized buffet throughout service.- 16 Points

• Yes

  No

  N/A

Server attendant ensures that Orange juice machine is full at all times. Bin must checked regularly for clearance. - 4 Points

• Yes

  No

  N/A

Server attendant ensures that the food is always replenished and kept fresh on the buffet- 12 Points

• Pastries and bread

  Yes

  No

  N/A

• Hot Items

  Yes

  No

  N/A

• Cold items

  Yes

  No

  N/A

Server attendant provides guests with assistance for any items which may not be on the buffet -4 Points

• eg. whipped cream, unsalted butter, powder sugar.

  Yes

  No

  N/A

Server attendant is knowledgeable about buffet offerings - 12 Points

• Makes suggestions if asked

  Yes

  No

  N/A

• Able to explain food preparation

  Yes

  No

  N/A

Server attendant uses gloves and ensures that the cleanliness of the buffet is not compromised - 12 Points

Food Runner provides a warm welcome using the guest name (Three Steps of Service)- 10 Points

• Yes

  No

  N/A

Food Runner provides exceptional service - 12 Points

• Ladies served first

  Yes

  No

  N/A

• Food served to correct guest without asking

  Yes

  No

  N/A

• Food is to be served from the right and not over the guest shoulder.

  Yes

  No

  N/A

Food Runner announces the food while serving - 16 Points

• Acknowledges any allergies or dietary need when serving food

  Yes

  No

  N/A

Food Runner takes pride in and takes care of personal appearance - 2 Points

• Yes

  No

  N/A

Food Runner maintains a clean and organized work station - 8 Points

• Bread baskets and cutting board kept neat and organized

  Yes

  No

  N/A

• Condiments kept neatly on work station

  Yes

  No

  N/A

• Empty bread bags discarded immediately

  Yes

  No

  N/A

Food Runner prepares sufficient mise en place for service - 4 Points

• Ensuring side station is fully stocked and back up is ready for use

  Yes

  No

  N/A

Server attendant clears dirty dishes with in 2 minutes and reset tables within 3 minutes of guest leaving the restaurant - 12 Points

• Yes

  No

  N/A

Food Runner ensures that all orders are served within 10 minutes - 16 Points

• Any late orders are to be communicated to the leader on duty and guests are to receive fruit to start with

  Yes

  No

  N/A

Food Runner uses proper verbiage and is "On Stage" - 10 Points

• Certainly, My pleasure, I would be happy to)

  Yes

  No

  N/A

Food Runner enhances emotional engagement - 12 Points

• Uses guest name when engaging

  Yes

  No

  N/A

• Acknowledges special occasions when applicable

  Yes

  No

  N/A

Food runner offers additional assistance before leaving table and wishes guests an enjoyable meal -10 Points

• Yes

  No

  N/A

Bar is fully set by 6:45 am - 10 Points

• All mise en place and equipment must be in proper place and clean

  Yes

  No

  N/A

Bartender takes pride in and takes care of personal appearance - 2 Points

• Yes

  No

  N/A

Bartender provides a warm welcome (Three Steps of Service) - 16 Points

• Makes eye contact and engage guests with a smile

  Yes

  No

  N/A

Bartender uses proper verbiage and is "On Stage" - 16 Points

• Certainly, My pleasure, wishes guest a good breakfast

  Yes

  No

  N/A

Bartender maintains a clean and organized bar throughout service - 16 Points

• Yes

  No

  N/A

Bartender ensures that fruits and vegetables are kept neatly out of guests direct view - 4 Points

• Yes

  No

  N/A

Bartender ensures that all drink oders are expedited withing 2 minutes of receiving them - 4 Points

• Yes

  No

  N/A

Bartender is knowledgeable about smoothie offerings, makes suggestions if asked, and is able to explain juice preparation- 16 Points

• Yes

  No

  N/A

Bartender uses gloves and ensures that the cleanliness of the bar is not compromised 16 Points

• Yes

  No

  N/A

Comments & Observations

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