Three Flags Cafe Service Audit

• Audit Conducted By

• Conducted on

  Date

• Prepared by

• Add signature

  Sign

Host Stand

• Greeter - Enter associate name

• Greeter - The associate followed the 15/5 rule

  Yes

  No

  N/A

• Greeter - if standing in a queue, the staff made an attempt to acknowledge the guest in a timely manner

  Yes

  No

  N/A

• Greeter - The associate escorted the guest to a table and followed proper seating procedures

  Yes

  No

  N/A

• Greeter - The associate provided a warm and sincere closing by thanking them for joining them this morning

  Yes

  No

  N/A

• Breakfast table setting meets standard, is clean and in good condition

  Yes

  No

  N/A

Breakfast Service

• Server - Enter associate name

• Server - The associate followed the 15/5 rule

  Yes

  No

  N/A

• Server - the associate greeted the guest with coffee service within one minute of seating

  Yes

  No

  N/A

• Server - the associate offered to take the beverage order

  Yes

  No

  N/A

• Server - Hot tea service included a selection of teas, pot of hot water, offer of condiments

  Yes

  No

  N/A

• Server - the associate was efficient, yet unhurried and sensitive to the manner of the guest

  Yes

  No

  N/A

• Server - service at table during breakfast meets standard

  Yes

  No

  N/A

• Server - the check was accurate when presented to the guest

  Yes

  No

  N/A

• Server - coffee "to go" cup and lid offered with presentation of the check

  Yes

  No

  N/A

• Server - the associate used the guest name during the interaction

  Yes

  No

  N/A

• Server - the associate maintained good posture, eye contact and smiled throughout the interaction

  Yes

  No

  N/A

• All associates appeared well-groomed and professional, wearing the proper uniform and name tag

  Yes

  No

  N/A

• Server - the associate provided a warm and sincere closing, thanking the guest

  Yes

  No

  N/A

• The overall restaurant was kept clean and tidy

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  compliant

  non-compliant

• Food and beverage contents and plate presentation meet standard

  Yes

  No

  N/A

• All food and beverage were visually appealing and met guest expectations with regard to taste

  compliant

  non-compliant

Breakfast Buffet

• Breakfast buffet cooking station meets standard

  Yes

  No

  N/A

• Breakfast menus, omelet station signage and buffet identifiers meet standard

  Yes

  No

  N/A

• Omelet Chef - Enter associates name(s)

• Omelet Chef - the associates followed the 15/5 rule

  Yes

  No

  N/A

• Omelet Chef - the associates were knowledgeable about property offerings and the local area

  Yes

  No

  N/A

• Omelet Chef - the associates used the guest name during the interaction, when known

  Yes

  No

  N/A

• Omelet Chef - the associate maintained good posture, eye contact and smiled throughout the interaction

  Yes

  No

  N/A

• Omelet Chef - the associates appeared well-groomed and professional

  Yes

  No

  N/A

• Omelet Chef is in proper uniform and wearing a name tag

  Yes

  No

  N/A

• Omelet Chef - the associate offered further assistance to the guest

  Yes

  No

  N/A

• Omelet Chef - the associates provided a warm and sincere closing, thanking the guest

  Yes

  No

  N/A

• Omelet Chef - The overall experience met guest expectations and was free of negative detractors

  compliant

  non-compliant

Restaurant General

• Healthy food options must be noted on menu

  Yes

  No

  N/A

• Pepsi Brand products are used

  Yes

  No

  N/A

• Kids menu available

  Yes

  No

  N/A

• Restaurant Buffet area and equipment - Cleanliness

  compliant (2)

  minor

  major

• Restaurant Buffet area and equipment - Condition

  compliant (2)

  minor

  major

• Dining Area - Cleanliness

  compliant (4)

  minor

  major

• Dining Area - Condition

  compliant (4)

  minor

  major

• Dining Area Cleanliness - Walls/Doors/Ceiling/Windows/Treatments

  compliant (4)

  minor

  major

• Dining Area Condition - Walls/Doors/Ceiling/Windows/Treatments

  compliant (4)

  minor

  major

• Dining Area Cleanliness - Furniture/Equipment/Decor Items

  compliant (4)

  minor

  major

• Dining Area Condition - Furniture/Equipment/Decor Items

  Yes

  No

  N/A

Hotel General

• Problem Resolution - The associate followed the 15/5 rule

  Yes

  No

  N/A

• Problem Resolution - the associates used the guest name during the interaction, when known

  Yes

  No

  N/A

• Problem Resolution - the associate maintained good posture, eye contact and smiled throughout the interaction

  Yes

  No

  N/A

• Problem Resolution - All associates appeared well-groomed and professional, wearing the proper uniform and name tag

  Yes

  No

  N/A

• Associate applied the L.E.A.R.N. model during problem resolution - Listen

  Yes

  No

  N/A

• Associate applied the L.E.A.R.N. model during problem resolution - Empathize

  Yes

  No

  N/A

• Associate applied the L.E.A.R.N. model during problem resolution - Apologize

  Yes

  No

  N/A

• Associate applied the L.E.A.R.N. model during problem resolution - Respond and Notify

  Yes

  No

  N/A

• Problem Resolution - associate took ownership of the problem

  Yes

  No

  N/A

• Problem Resolution - The overall experience met guest expectations and was free of negative detractors

  compliant

  non-compliant

• General - The associate followed the 15/5 rule

  Yes

  No

  N/A

• General - The associate followed the 15/5 rule

  Yes

  No

  N/A

• General - The associate followed the 15/5 rule

  Yes

  No

  N/A

• General - All non-management associates' uniforms meets standards

  Yes

  No

  N/A

• General - All name tags meet standards

  Yes

  No

  N/A