Stoke Server Audit

• Document No. 001

• Audit Title Service Excellence Audit Report

• Client / Site Italianni's Restaurants

• Conducted on August 21, 2016

  Date

• Prepared by Jojo baniega

• Location Italianni's Greenbelt 2
  Address

• Personnel

Stoke: Arrival and Welcoming the guest

• 1. When entering the restaurant, did the door person....<br>A. Open the door for the guest?

  Yes

  No

  N/A

• B. Greet the guest with enthusiasm and energy?

  Yes

  No

  N/A

• C. Seat the guest and hand the menu in an open manner?

  Yes

  No

  N/A

• D. Apply hospitality factors?<br>Thingsto look for: Carrying baggage for the guest; Offer colring sheets; Crayon and high chair for the kids; Addressing regular guest on a first name basis; Carrying on a conversation while walking to the table.

  Yes

  No

  N/A

• E. Introduce the server that will be assisting them, and give a fond farewell. IE) Sean will be right over to take care of you this evening, and I hope you enjoy your lunch/dinner.

  Yes

  No

  N/A

• F. Remove extra table set-up?

  Yes

  No

  N/A

• G. Manage the wait. If applicable<br>Things to look for: Priority list, wait drinks, wait food, guest queries about the menu, monitor how many menus are out on the floor.

  Yes

  No

  N/A

Stoke: Guest acknowledgement; Suggestive selling; Food presentation; Secondary service; Serving dessert and coffee

• 2. After being seated, did your server greet within 45 seconds?<br>A. Arrived immediately or within 45 seconds to acknowledge the guest?

  Yes

  No

  N/A

• B. Extend a warm greeting and introduce him/herself by name, did they tell the story of Stoke?<br>Sample script: Hi my name is Sean, welcome to stoke, have you been here before? No, well let me tell you about our menu and farmer friends etc...

  Yes

  No

  N/A

• 3. When taking order, did the server?<br>A. Navigate the menu?

  Yes

  No

  N/A

• B. Suggest a cocktail, glass of wine, bottle of wine, etc...

  Yes

  No

  N/A

• C. Suggest and recommend our top sellers and new items on the menu?

  Yes

  No

  N/A

• D. Appear to be knowledgeable about the menu items?<br>Note: Call 1 server, bartender, and host to sell best seller items on the menu?

  Yes

  No

  N/A

• E. Repeat the order?

  Yes

  No

  N/A

• After taking the order, did the server...

  Yes

  No

  N/A

• A. Serve drinks with beverage napkin within 3-6 minutes? (Beverage napkin is for cold drinks only)

  Yes

  No

  N/A

• B. Offer bottled water, if no water selected, did they fill with tap water?

  Yes

  No

  N/A

• C. Serve appetizer/salad within 8-10 minutes?

  Yes

  No

  N/A

• D. Was the main course served within 15-25 minutes of being ordered?

  Yes

  No

  N/A

• E. Serve dessert and coffee within 5-10 minutes of being ordered?

  Yes

  No

  N/A

• F. Describe the food in a brief manner upon delivery?

  Yes

  No

  N/A

• G. Serve food in sequence with proper serving gears and condiments?<br>Things to look for: Spoon for sides, steak knife with steak, spoon with soup, etc....

  Yes

  No

  N/A

• J. Ask guest about any additional needswhen all the food have already served? (Service checkback)<br>Sample script: Sir/Mam, All your food were served already, is there anything else you need?

  Yes

  No

  N/A

• 5. During the dining experience, did your FOH team member apply the following secondary service?<br>A. Checkback? (Food quality check)

  Yes

  No

  N/A

• B. Offers another glass/refills on beverages/drinks?

  Yes

  No

  N/A

• C. Offers to change plate?

  Yes

  No

  N/A

• D. Pre-bussing plates, cutlery, table napkins and empty drink glasses

  Yes

  No

  N/A

• E. Maintain neat table appearance: wipe water spills on the table, etc...

  Yes

  No

  N/A

• F. Suggest dessert and after dinner drinks with standard serving gears?

  Yes

  No

  N/A

The Manager on Duty....

• A. Is engaging with and directing the team members on floor?

  Yes

  No

  N/A

• B. Practices 100% table visit or guest engagement?<br>Sample script: Hi how are you enjoying the octopus, my name is Sean if I can get you anything at all this evening.

  Yes

  No

  N/A

• C. Checks all food and drinks coming out from the EXPO and bar counter respectively?<br>Thing to look for: Plating, Garnishing, Standard serving gear

  Yes

  No

  N/A

• D. Handles guest complaint and able to "Win back" the guest.

  Yes

  No

  N/A

• E. Is dressed appropriately.<br>Things to look for:<br>business casual

  Yes

  No

  N/A

• F. One manager should be focused at the door area managing the wait during peak hours?

  Yes

  No

  N/A

Denare and Grazie - Payment and Farewell

• 6. Upon leaving the restaurant, did your FOH team member....<br>A. Immediately present the check upon guest request not exceeding 1 minute and wait for the guest to give back the payment?

  Yes

  No

  N/A

• B. Return the change/voucher immediately not exceeding 2 minutes

  Yes

  No

  N/A

• C. Thank the guest and invite them to return soon. If a rewards member, thank them for being a rewards member.<br>Sample script: thank you very much for coming, It's been a pleasure to serve you. On your next visit, please look for me.

  Yes

  No

  N/A

• D. Assist the guest upon leaving the restaurant<br>Things to look for: The door person bidding farewell with enthusiasm and give a fond farewell.<br>ie) thank you for coming to stoke!!! come back and see us again soon.

  Yes

  No

  N/A