Title Page
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Conducted on
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Prepared by
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Audited Person
ARRIVAL/SEATING:
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Was the guest greeted and seated at a fully laid table within one minute of their arrival and if the restaurant was full, was the guest advised how long it would be and was this timeframe adhered to?
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If the guest was kept waiting did the employee acknowledge this and apologize for the delay?
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Did employees offer seating assistance, remove covers if necessary and present the menu (if applicable)?
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In the case of a single diner, was a newspaper/reading material or digital equivalent (i.e. pressreader) offered?
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In the case of a buffet, did the employee offer an orientation to the breakfast procedure on the guest's first visit to the restaurant (i.e. guests should help themselves to the buffet)?
SERVICE:
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Did the waiter offer coffee/tea and a choice of juice (if juice was served as opposed to being on the buffet) within 1 minute of seating?
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Was the guest's coffee/tea preference ascertained (i.e. English breakfast, Americano, etc.), if not known?
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Was coffee/tea/juice served within 5 minutes of order (8 minutes for freshly blended juices)?
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Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?
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Did the waiter accommodate any reasonable off menu requests?
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Did the employee obtain a full and complete order (i.e. cooking instructions, toast preference, accompaniments etc.)?
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Was the correct and complete breakfast order served within 7 minutes of order for a cold breakfast and 10 minutes of order for a hot breakfast, unless the team member informed the agent of an expected delay (i.e. due to longer preparation times)?
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Were all plated items served with as little disruption to the guest as possible?
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Was the correct order served to each guest without any prompting required?
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Did the waiter ascertain if the guest required any condiments/sauces and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?
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Did the employee replace cutlery as required?
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Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?
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Were coffee/tea/juice refills offered within 2 minutes and served within 5 minutes?
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Did the employee offer a clean cup when a fresh pot of coffee/tea was offered?
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Did an employee visit the table to ascertain at any point if service was satisfactory?
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Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request (n/a if included in room rate)?
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Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
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Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
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Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
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Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
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Did the employee use the guest's name naturally and discreetly without overusing it?
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Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?
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Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
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Did the employee adapt to a changing situation and/or guest's need?
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Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
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Did an employee personalize the interaction in any way and engage the guest as an individual?
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Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
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Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
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Did employees maintain alert postures and respect the guest's presence when interacting with each other?
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Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
BUFFET (IF APPLICABLE):
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Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case of outdoor venues)?
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Did the buffet include a local or seasonal specialty?
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Was an 'a la minute' option available on the buffet for egg dishes or advertised on the menu?
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Were any unidentifiable food or beverage items clearly labeled andwere the labels clean and consistent in appearance?
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Were all dishes replenished as required?
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Were the appropriate crockery, service utensils and glassware available?
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Was a chef present behind the buffet at all times (where a workingstation was present)?
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In the case of hot foods did the chef present a clean warm plate?
MENU AND FOOD:
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Was the menu clean, in good repair, grammatically correct and easy to read?
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If special dietary requirements were provided at any point during stay, were they automatically acknowledged?
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Was the food presented in an appealing manner and did it directly resemble its description from the menu?
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Was the food fresh and of good flavor?
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Was the texture of the food appropriate?
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Was the food cooked as requested and served at the correct temperature?
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Were at least two fresh juices available?
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Were breads/bakery items of excellent quality?
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Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
TABLE LAYOUT/RESTAURANT
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Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?
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Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
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Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?
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Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
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Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?
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Were salt and pepper cruets available and if so were they clean and full?
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Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas)?
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Was there a minimum of three different preserves available on the table or at the buffet?
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Was a selection of international newspapers, news sheets or a digital news option displayed in the restaurant or at the entrance?
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