Audit

Host/Hostess confirms reservation

reservation detail incorrect, reservation not recorded

Host/Hostess greeting meets standard

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

Host/Hostess seating procedure meets standard

ensure table set up with appropriate place settings, pull chair, provide menu, wish an enjoyable meal

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

Host/Hostess - Warm welcome/greeting provided

Host/Hostess provides a warm welcome (Three Steps of Service)

no greeting, guest name not asked

Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Host/Hostess uses appropriate verbiage and shows genuine concern

Host/Hostess is "On Stage"

earpiece not used, escort not offered, non work related discussion

Host/Hostess - Well-groomed and professional, wearing a uniform

Host/Hostess takes pride in and takes care of personal appearance

Host/Hostess - Guest name used during the experience, when known

Host/Hostess - Further assistance offered to the guest

Host/Hostess - Warm and sincere closing offered and appreciation demonstrated

Host/Hostess - The overall experience met guest expectations and was free of negative detractors

Server is knowledgeable about menus and uses suggestive selling

inform for specials, recommend menu, can describe ingredients, react graciously and accommodating, knowledge of beverage list, offer dessert,

Order taking meets standard

take order from head of table, repeat order, suggest commonly used condiments

Initial food and beverage offer meets standard

offer beverages, offer bottled water, provide accompaniments (butter,oil,spread), butter at room temperature

Service must be provided in a timely fashion

service not delayed or rushed, approach table within 1 minute of seating, courses delivered in order, soiled plates removed within 2 minutes

Food and beverage must be provided in a timely fashion

- 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

Lunch 60 min, Dinner 90 min

Cold beverages meet standards

 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

 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

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

Iced tea presentation meets standards

 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

ask satisfaction after each course, napkin refolded when guests are away, serve from side

Server provides additional luxury service elements

glasses not lifted for filling, repeat back beverage type, serve from right, sauces served from left, children provided with drop snack

Server clears courses according to standards

 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

Table setting enlivens the senses

Restaurant menu meets standards

clean, brand voice/restaurant theme, 2 healthy options, identify signature items

Food is designed to be visually appealing

Food was properly prepared and met guest expectations for taste

complete, at right temperature, as per guest preference

Beverage was properly prepared and met guest expectations for taste

Buffets have adequate food availability and visual appeal

Restaurant provides an enjoyable ambiance

Management observed interacting with guests during dinner

Chef, Manager, non-uniformed staff

Server owns and resolves guest's requests and opportunities immediately

Server - Warm welcome/greeting provided

Server provides a warm welcome (Three Steps of Service)

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

Server uses appropriate verbiage and shows genuine concern

Server does not decline a request without offering alternatives

Server is "On Stage"

Server - Well-groomed and professional, wearing a uniform

Server takes pride in and takes care of personal appearance

Server - Guest name used during the experience, when known

Server anticipates need(s) (Three Steps of Service)

Server - Further assistance offered to the guest

Server - Warm and sincere closing offered and appreciation demonstrated

Server provides a fond farewell (Three Steps of Service)

Server enhances emotional engagement (positive)

Server enhances emotional engagement (negative)

Please note that this checklist is a hypothetical example and provides basic information only. It is not intended to take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or treatment; or other applicable laws. You should also seek your own professional advice to determine if the use of such checklist is permissible in your workplace or jurisdiction.