1. When entering the restaurant, did the door person....
A. Open the door for the guest?
B. Greet the guest with enthusiasm and energy?
C. Seat the guest and hand the menu in an open manner?
D. Apply hospitality factors?
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.
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.
F. Remove extra table set-up?
G. Manage the wait. If applicable
Things to look for: Priority list, wait drinks, wait food, guest queries about the menu, monitor how many menus are out on the floor.
2. After being seated, did your server greet within 45 seconds?
A. Arrived immediately or within 45 seconds to acknowledge the guest?
B. Extend a warm greeting and introduce him/herself by name, did they tell the story of Stoke?
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...
3. When taking order, did the server?
A. Navigate the menu?
B. Suggest a cocktail, glass of wine, bottle of wine, etc...
C. Suggest and recommend our top sellers and new items on the menu?
D. Appear to be knowledgeable about the menu items?
Note: Call 1 server, bartender, and host to sell best seller items on the menu?
E. Repeat the order?
After taking the order, did the server...
A. Serve drinks with beverage napkin within 3-6 minutes? (Beverage napkin is for cold drinks only)
B. Offer bottled water, if no water selected, did they fill with tap water?
C. Serve appetizer/salad within 8-10 minutes?
D. Was the main course served within 15-25 minutes of being ordered?
E. Serve dessert and coffee within 5-10 minutes of being ordered?
F. Describe the food in a brief manner upon delivery?
G. Serve food in sequence with proper serving gears and condiments?
Things to look for: Spoon for sides, steak knife with steak, spoon with soup, etc....
J. Ask guest about any additional needswhen all the food have already served? (Service checkback)
Sample script: Sir/Mam, All your food were served already, is there anything else you need?
5. During the dining experience, did your FOH team member apply the following secondary service?
A. Checkback? (Food quality check)
B. Offers another glass/refills on beverages/drinks?
C. Offers to change plate?
D. Pre-bussing plates, cutlery, table napkins and empty drink glasses
E. Maintain neat table appearance: wipe water spills on the table, etc...
F. Suggest dessert and after dinner drinks with standard serving gears?
A. Is engaging with and directing the team members on floor?
B. Practices 100% table visit or guest engagement?
Sample script: Hi how are you enjoying the octopus, my name is Sean if I can get you anything at all this evening.
C. Checks all food and drinks coming out from the EXPO and bar counter respectively?
Thing to look for: Plating, Garnishing, Standard serving gear
D. Handles guest complaint and able to "Win back" the guest.
E. Is dressed appropriately.
Things to look for:
F. One manager should be focused at the door area managing the wait during peak hours?
6. Upon leaving the restaurant, did your FOH team member....
A. Immediately present the check upon guest request not exceeding 1 minute and wait for the guest to give back the payment?
B. Return the change/voucher immediately not exceeding 2 minutes
C. Thank the guest and invite them to return soon. If a rewards member, thank them for being a rewards member.
Sample script: thank you very much for coming, It's been a pleasure to serve you. On your next visit, please look for me.
D. Assist the guest upon leaving the restaurant
Things to look for: The door person bidding farewell with enthusiasm and give a fond farewell.
ie) thank you for coming to stoke!!! come back and see us again soon.