Server Audit

Was the order served in the standard time?

If an estimated delivery time was given, was the order served within 5 minutes of the stated time?

Did the employee knock on the door and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before entering the room?

If a newspaper was ok the door did the employee bring it in with the tray?

Did the employee ask where the guest would like the tray/trolley to be placed?

Did the employee secure the table leaf and set the table?

Did the employee position the chairs accordingly?

Did the employee make every effort to ensure the guest was comfortable?

Did the employee offer to pour the beverages, remove the covers as applicable?

Did the employee confirm the order and was it correct and complete?

Did the employee inform the guest of the tray/trolley collection procedures?

Was the bill clearly itemized and correct and was it promptly presented and collected?

Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

If tray/ trolley removal was requested, was it collected within 10 minutes?

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

Was the employee's speech clear and use of English adequate to be fully understood?

Did the employees engage in a well-paced, natural, friendly, and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties?

Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

Was the service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual?

Did employees collaborate seamlessly ensure service was organized and professional without being obtrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self control and empathy in challenging interactions and offer a suitable alternative/resolution?

Were the tablecloth and napkin free of any stains or tears?

Were the correct cutlery, crockery, and glassware provided and were they clean and in good repair?

Was the butter fresh and well presented?

Were salt and pepper shakers available and if so, were they clean and full?

Was all plastic/paper/foil wrapping removed before entering room?

Were the appropriate condiments and sauces served with the meal?

Were milk/cream and a full sugar selection present for coffee and tea?

In the case of breakfast, was there a minimum of three different preserve available (honey is acceptable)?