RCGC F&B OPERATIONAL EXCELLENCE 2022

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Location
  Address

EMPLOYEE FULL NAME

• undefined

EMPLOYEE POSITION

• SERVER

  BARTENDER

  HOSTESS

  SERVER ATTENDANT

DEPARTMENT NAME

• Andiamo

  BarJack

  Banquets

  Seven

  Silver Palm/ Taikun

RC/AAA Standard

Host/ Hostess

• Hostess greets guest within 5 minutes of their arrival

  Yes

  No

  N/A

• Hostess graciously escorts guest to table rather than pointing the way

  Yes

  No

  N/A

• Hostess uses guest name

  Yes

  No

  N/A

• Hostess offers reading material to single diners

  Yes

  No

  N/A

Server Introduction

• Server/ server attendant approaches the table within 1 minute of guest being seated

  Yes

  No

  N/A

• Employee provides a warm welcome, introduces themselves and uses guest name

  Yes

  No

  N/A

• Employee uses proper verbiage and is "On Stage"

  Yes

  No

  N/A

• Employee meets the RCGC Grooming Standards; takes pride in and takes care of personal appearance

  Yes

  No

  N/A

• Employee uses small talk when interacting with the guest

  Yes

  No

  N/A

Order Taking

• Server explains the menu and is knowledgable of the menu

  Yes

  No

  N/A

• Server makes menu recommendations and can confidently answer any questions regarding the menu

  Yes

  No

  N/A

• Server takes the Lady at the tables order first

  Yes

  No

  N/A

• Server inquires if there are any guests with allergies or special requests?

  Yes

  No

  N/A

Beverage Service

• Water served within 2 mins of guests being seated

  Yes

  No

  N/A

• Coffee/ tea is served within 3 mins of order being taken

  Yes

  No

  N/A

• Additional Beverages are offered within 2 mins of glass being 2/3 empty

  Yes

  No

  N/A

• Beverage service and accompaniments meet standards i.e lemon & lime offered with water, sugar & milk with tea & coffee (if requested)

  Yes

  No

  N/A

Food & Beverage Delivery/ Clearance

• Appetizers are served within 10 mins of Order

  Yes

  No

  N/A

• Entrée served within 15mins of Order (if no apps ordered)

  Yes

  No

  N/A

• Desserts served within 5 mins of order

  Yes

  No

  N/A

• Food and Beverages are served to the correct person who ordered (items are not “auctioned”)

  Yes

  No

  N/A

• Server checks back within 10 minutes of items being served

  Yes

  No

  N/A

• Dirty plates and glassware are removed within 2 mins of completing meal or beverage

  Yes

  No

  N/A

• Trays are used to serve/ clear meals and beverage items

  Yes

  No

  N/A

• Employee asks the guest "is there anything else that I may assist you with?"

  Yes

  No

  N/A

Luxury Expectations

• Employee anticipates guests need(s)

  Yes

  No

  N/A

• Employee sincerely encourages the guest to return to the outlet or the property

  Yes

  No

  N/A

• Employee provides a fond farewell using the guest name

  Yes

  No

  N/A

• Employee collects preferences and acts on them

  Yes

  No

  N/A

• Server provides exceptional service showing genuine care, uses eye contact with the guest and smiles throughout the interaction

  Yes

  No

  N/A

• Employee owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

ADDITIONAL FEEDBACK FOR IMPROVMENTS:

• undefined