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 confirms reservation
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reservation detail incorrect, reservation not recorded
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Host/Hostess greeting meets standard
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offer to hang guest's coat, provide table in 5minutes, acknowledge inconvenience, give approximate wait time, seat within 5 minutes of wait time, refreshments offered during wait time
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Host/Hostess seating procedure meets standard
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ensure table set up with appropriate place settings, pull chair, provide menu, wish an enjoyable meal
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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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no greeting, guest name not asked
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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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earpiece not used, escort not offered, non work related discussion
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Host/Hostess - Well-groomed and professional, wearing a uniform
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Host/Hostess takes pride in and takes care of personal appearance
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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 and uses suggestive selling
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inform for specials, recommend menu, can describe ingredients, react graciously and accommodating, knowledge of beverage list, offer dessert,
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Order taking meets standard
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take order from head of table, repeat order, suggest commonly used condiments
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Initial food and beverage offer meets standard
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offer beverages, offer bottled water, provide accompaniments (butter,oil,spread), butter at room temperature
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Service must be provided in a timely fashion
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service not delayed or rushed, approach table within 1 minute of seating, courses delivered in order, soiled plates removed within 2 minutes
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Food and beverage must be provided in a timely fashion
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- Water served within 2 minutes after being greeted by server
It is acceptable for bottle water to be offered within 2 minutes
o Beverages (not water/coffee/juice) served within 2 minutes of order
It is acceptable for mixed cocktails to take up to 5 minutes
o Additional beverages offered within 2 minutes of being 2/3 empty
o Appetizers brought within 10 minutes
o If entree is ordered without an appetizer, it is served within 15 minutes of taking the order unless a longer preparation time has been advised at time of order
o Coffee with accompaniments presented within 3 minutes of order
o Dessert served within 5 minutes of order -
Overall meal timing meets standards
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Lunch 60 min, Dinner 90 min
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Cold beverages meet standards
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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 (RC)
Serve the beverages on a tray. Solid square ice cubes, fresh garnish -
Coffee and specialty coffee presentation meets standard
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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) -
Hot tea presentation meets standards
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If loose served in brew pot with strainer, if tea bags at least 2 in service tray, must ask for lemon or honey, must ask to brew tea for guest, serve with cookie
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Iced tea presentation meets standards
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Ice cubes – square and solid (RC)
Iced tea spoon
Lemon/mint garnish on rim of glass (RC)
Lemon wedge - unless garnished with lemon
Liquid sweetener (RC) -
Server provides exceptional service
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ask satisfaction after each course, napkin refolded when guests are away, serve from side
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Server provides additional luxury service elements
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glasses not lifted for filling, repeat back beverage type, serve from right, sauces served from left, children provided with drop snack
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Server clears courses according to standards
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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) -
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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clean, brand voice/restaurant theme, 2 healthy options, identify signature items
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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, at 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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Restaurant provides an enjoyable ambiance
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Management observed interacting with guests during dinner
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Chef, Manager, non-uniformed staff
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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 takes 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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Server enhances emotional engagement (positive)
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Server enhances emotional engagement (negative)
