Title Page
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Conducted on
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Prepared by
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Location
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Host/Hostess seating procedure meets standard
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Escort, Ensure and Pull
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Host/Hostess - If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
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Host/Hostess - Warm welcome/greeting provided
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Host/Hostess provides a warm welcome (Three Steps of Service)
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Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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Host/Hostess uses appropriate verbiage and shows genuine concern
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Host/Hostess is "On Stage"
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Host/Hostess - Well-groomed and professional, wearing a uniform
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Host/Hostess - Guest name used during the experience, when known
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Host/Hostess - Further assistance offered to the guest
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Host/Hostess - Warm and sincere closing offered and appreciation demonstrated
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Host/Hostess - The overall experience met guest expectations and was free of negative detractors
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Server is knowledgeable about menus
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Order taking meets standard
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Food and beverage service must be provided in a timely fashion
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Server to approach table within 1 minute of seating, courses to be delivered in order, soiled plates to be removed within 2 minutes, pace of meal is delay or rushed
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Food and beverage must be provided in a timely fashion
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Coffee or juice within 1 minute, specialty coffee/drink within 5 minutes, Entrée within 10 minutes, Drinks refilled within 1 minute
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Cold beverages and juices meet standards
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At least 2 fresh juices, solid and square ice cubes, fresh garnish on rims of mixed drinks
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Coffee and specialty coffee presentation meets standard
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must ask for guest preference of accompaniments, espresso delivered in appropriate cup
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Hot tea presentation meets standards
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Loose tea brewed in pot, strainer provided, additional hot water provided. Tea bags at least 2, presented in service tray, extra hot water. Ask for lemon or money, Offer to brew tea for guest
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Server provides exceptional service
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Courses brought simultaneously, courses not cleared before finishing or without asking, non specialty drinks are refilled when empty, napkin refolded when guest is away from table, positive interest from server
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Server provides additional luxury service elements
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server asks satisfaction with each course, glasses not lifted from table for pouring unless physical barrier, repeat back beverage type, serve from right, sauces served from left, drop snack provided for kids before meal
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Server properly presents the check
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Table setting enlivens the senses
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Restaurant menu meets standards
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Food is designed to be visually appealing
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Food was properly prepared and met guest expectations for taste
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Complete, high quality ingredients, right temperature, as per guest preference
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Beverage was properly prepared and met guest expectations for taste
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Buffets have adequate food availability and visual appeal
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no dishes more than half empty, no juice pitchers more than half empty, labels not photocopied or hand written
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Age appropriate menu is available for children
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1 gluten free, 5 healthy options, flat price including entrée and beverage, ritz-kids crayons/activity book and cups in 5 minutes of sitting
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Restaurant provides an enjoyable ambiance
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Server owns and resolves guest's requests and opportunities immediately
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Server - Warm welcome/greeting provided
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Server provides a warm welcome (Three Steps of Service)
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Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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Server uses appropriate verbiage and shows genuine concern
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Server does not decline a request without offering alternatives
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Server is "On Stage"
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Server - Well-groomed and professional, wearing a uniform
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Server takes pride in and care of personal appearance
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Server - Guest name used during the experience, when known
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Server anticipates need(s) (Three Steps of Service)
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Server - Further assistance offered to the guest
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Server - Warm and sincere closing offered and appreciation demonstrated
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Server provides a fond farewell (Three Steps of Service)
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employee name not provided during encounter
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Server enhances emotional engagement (positive)
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Server enhances emotional engagement (negative)
