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FOOD AND BEVERAGE - LIGHT MEALS

OUTLET:
DATE AND TIME:
STANDARD
SERVICE:

Was the guest greeted or acknowledged within 1 minute upon entering the restaurant/lounge?

In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues

Did the employee present a menu (if applicable) and offer to take the food and beverage order in a timely m
within 5 minutes of seating?

Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items tha
not available?

Was the waiter able to answer any questions with regard to the menu and its ingredients?

Did the employee accommodate any reasonable off menu requests?

Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments, etc.)?

Was the correct drinks order served within 5 minutes of order?

Were drinks served and cleared using a tray?

Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed d
applicable to cocktails)?

Was the order served within 15 minutes of order unless the employee informed the agent of an expected de
due to longer preparation times)?

Was the correct order served to each guest without any prompting required?

Were all plated items served with as little disruption to the guest as possible?

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Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. dec
from the bottle or miniatures)?

Did the waiter offer an additional beverage within 2 minutes of drink being empty?

Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

Did the waiter automatically offer desserts?

Was dessert served within 10 minutes of order being taken?

Did the waiter automatically offer coffee/tea and clarify the guest'scoffee/tea preference (i.e. cappuccino, es
etc.)?

Was the coffee/tea served within 5 minutes of order?

Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

Did an employee visit the table to ascertain at any point if service was satisfactory?

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 interaction and show appreciation?

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THE EMPLOYEE - BEHAVIOURAL STANDARDS:Light meals cont..

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing
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 (non-scripted, jargon/slang free), friendly and interested

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 th
information required?

Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (e.g. gues
not have to request service at any point)?

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

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

Did employees collaborate seamlessly to ensure service was organized and professional without being intru
repetitive?

Did the employee actively listen, avoid interrupting and give the caller their undivided attention (i.e. the gues
not have to repeat themselves)?

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
alternative/resolution?

MENU AND FOOD:

Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

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If special dietary requirements were provided at any point during stay, were they automatically acknowledge

Was the food presented in an appealing manner and did it directly resemble its description from the menu?

Was the food fresh and of good flavor?

Was the texture of the food appropriate?

Was the food cooked as requested and served at the correct temperature?

Were portions of acceptable/generous size?

Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

TABLE LAYOUT/RESTAURANT/LOUNGE:

Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperatu
comfortable, music is played at an appropriate level)?

Were all tables in the lounge consistently laid up?

Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

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

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

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MEET BELOW N/A

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