Title Page
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Conducted on
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Prepared by
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Audited person
RESERVATION:
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Was the telephone answered within 3 rings or 10 seconds with anappropriate greeting?
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Did the employee obtain the guest's name and use the caller's name at least once during the conversation?
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Did the employee obtain the number of people dining, the dining time and the telephone/room number?
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Did the employee repeat and confirm the details?
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Did the call end with the employee offering a warm and sincereclosing?
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Did the employee enquire if the reservation was for a special occasion and if the caller had any special requirements?
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 the employee offer seating assistance and remove covers if necessary?
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Did the employee present the menu/wine list within 5 minutes of being seated?
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Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu light) and were reading glasses available on request?
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In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions?
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In the case of a single diner, was a newspaper/reading material or digital equivalent (i.e. pressreader) offered (applicable to all day dining venues only)?
SERVICE:
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Did an employee greet the guest within 1 minute of seating and offer a pre-meal drink?
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Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set priced menus and/or any items that were not available?
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Did the waiter automatically suggest water and ascertain the guest's preference (i.e. still/sparkling/filtered)
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Was the food and beverage order taken within 10 minutes of menu being offered?
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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 employee accommodate any reasonable off menu requests?
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Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?
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Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?
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Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served?
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Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal?
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Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay?
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Were drinks served and cleared using a tray?
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Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times?
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Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay?
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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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Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?
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Did the waiter automatically offer an additional bottle of wine/water upon completion of the first?
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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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Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course in the case of a formal restaurant?
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Did the waiter automatically offer desserts, either verbally or by presenting the menu?
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Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay?
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Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)?
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Was the coffee/tea served within 5 minutes of order and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?
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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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In the case of a formal restaurant, did the waiter suggest dessert wine and/or post-meal drinks?
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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?
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Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
WINE/BEVERAGE SERVICE:
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Did the waiter present the wine to the guest and open the bottle at the table (n/a for Enomatic wine system by the glass)?
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Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly (n/a for Enomatic wine system by the glass)?
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Was red wine served at room/appropriate temperature and white/rosé wine chilled?
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Did the waiter top up the glass as required?
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Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)?
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Did the waiter offer an additional beverage within 2 minutes of drink being empty?
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?
MENU AND FOOD:
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Was the menu/wine list clean, in good repair, grammatically correct and easy to read?
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Was there a minimum of one starter and one main course vegan option listed on the menu?
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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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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?
