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Macayo's Mexican Kitchen - Restaurant Evaluation
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Location: 101 ­ Scottsdale ­ 11107 N. Scottsdale Road, Scottsdale, AZ 85254
Date: 1/20/2015 Survey Total: 73.64% (81 / 110)
Time: 6:15 PM

Executive Summary

Jo answered the phone after a delay and provided an answer to the evaluator's question, but was not warm or friendly and seemed
rushed. The hosts did not acknowledge the evaluator and guest as they waited in line, but provided prompt seating. Menus were
placed on the table and promotional items were not mentioned. A sincere farewell greeting was provided upon departure. Chris
provided prompt service at the bar but did not offer a refill until after a drink was empty. Bar standards were observed to be
followed. Renee provided service at the table and did not make suggestions, but provided menu details on request. The appetizer was
slightly delayed and was not cleared before the entrees were served. A manager was observed and was friendly and smiled as he
interacted with guests, but he did not interact with the evaluator. The restaurant needed attention in several areas, including the
entry area, dining room, and restroom. Menu items generally met or exceeded expectations, but the appetizer was served warm
rather than hot. The evaluator would return to the restaurant and would recommend it to others.

Assignment Details -
Evaluation Date

20/01/2015

Arrival Time

18:15:00

Departure Time

19:45:00

Host Name/Description

The host (Female ­ 5'1", long black hair in ponytail)

Primary Server Name/Description

Renee (name on check)

Primary Bartender Name/Description

Chris (name on check)

bartender #1 (Male ­ 5'10", short salt and pepper hair, mustache)

Manager Name/Description

the manager (Male ­ 5'9", brown hair, closely cut beard)

Order/Check #

30024
Reimbursement Amount51.98

Telephone 40.00% (2 / 5)
Phone was answered within 3 rings. No 0/1

Comment: Jo; 6 rings

Employee asked if the reservation was for a special occasion or if guests had any special needs/requests, such as highchairs. N/A

Comment: no reservation

Smile was in the voice; tone was courteous throughout. No 0/1

Comment: no smile

Questions were answered patiently and politely. Yes 1/1

Hold time did not exceed 30 seconds. N/A

Comment: no hold

If placed on hold, you were asked first (answer awaited). N/A

Person who answered phone provided information freely. Yes 1/1

You received a friendly farewell and thank you. No 0/1

Comment: no thank you

Narrative

I called Macayo's at 3:50 PM on Tuesday, January 20, 2015 by dialing 480­596­1181. After six rings, a flat and hurried female voice
answered and said, "Thank you for calling Macayo's in Scottsdale." She introduced herself as Jo (sp?) and asked how she could help
me. I asked if the restaurant was handicapped accessible. Jo paused for approximately eight seconds and then replied with some
uncertainty that there was a handicapped section. I thanked her and she said, "You are welcome. Bye." I said goodbye and we hung
up.

Jo seemed distracted and rushed, and I was not left with a favorable impression of the restaurant.

Reception 66.67% (6 / 9)
Guest greeted at podium with a smile and welcome. Yes 1/1

0/1
Guest acknowledged with smile/gesture if you were in line. No

Comment: no acknowledgement

Host maintained eye contact while speaking with guest. Yes 1/1

If there was a wait, actual time falls within the timeframe quoted by host. N/A

Comment: no wait

Host escorted guest to table at a comfortable pace. Yes 1/1

Menus were handed to each guest once all were seated. No 0/1

Comment: placed on table

Host mentioned promotional items. No 0/1

Comment: not mentioned

Host wished you a pleasant dinner/meal. Yes 1/1

Were you advised of the presence of stairs or other obstacles before approaching them? N/A

Comment: no obstacles

Hosts attentions were focused on guests, rather than personal conversations. Yes 1/1

Host attentive to all entering/exiting guests. N/A

Comment: not observed

You received a sincere farewell upon departure. Yes 1/1

Comment: server #2

Any special reservation requests were acknowledged/honored? N/A

Comment: no special requests

Narrative

My guest and I approached the podium at Macayo's just after 6:35 PM on Tuesday, January 20, 2015. There were two other groups
of guests in line in front of us. I observed two hosts, host #1 (Female ­ 5'1", long black hair in ponytail) and host #2 (Female ­ 5'3",
curly black hair in ponytail) seating guests. Guests waiting in line, including my guest and me, were not acknowledged until we were
first in line.

Just before 6:40 PM, my guest and I arrived at the podium. Host #1 approached us, smiled and made eye contact with both of us
and said, "Hi, two for dinner?" I agreed. She marked off a table on the plastic covered paper on the podium and picked up two
menus. She directed us to follow her. Host #1 guided us at a leisurely pace and did not speak to us. Once we sat in the booth, she
placed the menus in front of us. She did not mention any promotional items. She smiled and said, "Enjoy your meal," and departed.

The podium was not completely in view during the entire evaluation. Hosts seemed to be present at all times though.

As my guest and I departed the restaurant at 7:15 PM, host #1 was behind the podium and host #2 was standing near the doorway
leading to the restrooms. Both hosts were speaking to server #2 (Male ­ 6'2", blond hair, curly on top). Neither host spoke to my
guest and me. Server #2 made eye contact with us, smiled, and said, "Bye ladies," and thanked us for coming in.

Bar 84.38% (27 / 32)

Bartender smiled and maintained eye contact. Yes 1/1

Comment: Chris

Bartender was helpful and knowledgeable. Yes 1/1

Bartender greeted you within one minute of your arrival at the bar. Yes 1/1

Drinks were served within three minutes of order. Yes 1/1

Comment: 2 minutes

Drink refills were timely; consumption moved along. No 0/1

Upsold liquor, beer, and wine. N/A

Comment: no liquor ordered

Drink was properly prepared: Chilled glass, ice level, etc. Yes 1/1

Ice scoop was employed. Yes 1/1

Glasses not handled near rim. Yes 1/1

Garnishes fresh & appropriate. Yes 1/1

Another round was suggested when drinks were nearly empty. No 0/1

Comment: 8 minutes after empty

Transaction was rung immediately. No 0/1

Comment: end of evaluation

NO intoxicated patrons were being served alcohol. N/A

Comment: none observed

Check(s) was produced after each order (hard copy). No 0/1

Comment: upon request

Itemized receipts were given with cash change. Yes 1/1

POS drawer closed between transactions. Yes 1/1

You were thanked with eye contact when you paid. No 0/1

Comment: no acknowledgment

Asked if guests would be eating at the bar/offered menu (if applicable). Yes 1/1

Demonstrates knowledge of food menu (detailed when answering questions). N/A

Comment: no questions

Visited within two minutes of delivery of each course to ascertain satisfaction. N/A

Comment: did not dine at bar

Glassware was clean. Yes 1/1

Beverage menu/table tents were clean. Yes 1/1

Shaker was washed between uses. N/A

Comment: not observed

Back bar was maintained neatly. Yes 1/1

Patrons of questionable age were asked for identification. N/A

Comment: none observed

Bartender was friendly & enhanced experience. Yes 1/1

Misappropriation of funds was not observed or suspected. Yes 1/1

Free drinks were not served. Yes 1/1

Drinks were not called out. Yes 1/1

You were billed for all items consumed (unless noted by staff). Yes 1/1

Special requests were accommodated happily. Yes 1/1

Drink flavor/s met expectations. Yes 1/1

No one behind the bar other than bartender or manager Yes 1/1

Table was maintained; crumbs and dishes/glassware cleared. Yes 1/1

Once payment was tendered, check was settled within two minutes. Yes 1/1

Staff member does not ask if cash change is needed but automatically brings change to guest. Yes 1/1

Did not touch face or hair (or washes hands immediately after); hygienic. Yes 1/1

Staff not eating or drinking in public view. Yes 1/1

Narrative

My guest and I approached the bar just after 6:15 PM. All seating at the bar was completely taken. We sat at a bar table facing the
bar. The table and table tent was clean and free of food and defects.

One minute later, shortly after 6:15 PM, Chris approached our table and said, "Menus?" We let him know we were going to just
order drinks. I ordered a Coke and then when my guest ordered a Coke with lemon, Chris advised they had Pepsi and asked if that
was okay. My guest agreed.

Chris delivered our soft drinks two minutes later, just before 6:20 PM, and both had lemon wedges although my guest was the only
one who ordered the lemon. The glasses were handled at the base, and there was a good amount of ice.

Chris checked back on us shortly before 6:30 PM, nine minutes after first delivering the drinks, and he saw that my guest's glass was
empty. He asked her if she would like a refill. She agreed.

Three minutes later, Chris returned with the Pepsi with lemon, just after 6:30 PM. I asked him for the check at that time.

Chris returned with the check in a check presenter, and I handed him a $20 bill. He returned correct change and the itemized receipt
two minutes later, shortly before 6:35 PM.

I observed bartender #1 (Male ­ 5'10", salt and pepper hair, mustache) interacting with the ten guests sitting at the bar. He had a
constant smile and gave each guest attention. He kept busy filling orders. I observed him using the ice scoop to put ice in glasses. He
handled the glasses at the bases. I observed him clearing the bar top of empty glasses and dishes in a timely manner.

The cash drawer remained closed between orders being rung up and paid for. No misappropriations of funds were observed.

Table Service 62.96% (17 / 27)

Server greeted guest at table within two minutes. Yes 1/1

Comment: Renee ; 1 minute

Server smiled, made eye contact with everyone in party. Yes 1/1

1/1
You were greeted/welcomed (before being asked to order). Yes

Specific cocktails or beverage were offered. No 0/1

Comment: not offered

Server suggested a margarita/presented margarita list; beverage knowledgeable. No 0/1

Comment: not suggested

Beverages served within three minutes of ordering them. Yes 1/1

Comment: 3 minutes

Glassware was not handled near rim. Yes 1/1

Server wrote order down. Yes 1/1

Server repeated back order, including modifications. Yes 1/1

Server mentioned a specific appetizer. No 0/1

Comment: none suggested

Server suggested appropriate accompaniments. No 0/1

Comment: none suggested

Appetizers served within five to eight minutes of order. No 0/1

Comment: 10 minutes

Wine/cocktails/beer served at correct temperature. Yes 1/1

Server forthcoming with menu details; developed rapport. Yes 1/1

First course cleared before entrees served. No 0/1

Comment: not cleared

Food was announced by each item and not auctioned. No 0/1

Comment: not announced

Beverages were refilled before empty. No 0/1

Comment: after empty

Server did not auto drop check. Offered dessert/asked if ready for check (unless told guest is in a hurry). No 0/1

Comment: dropped with dessert

Dessert served within 5 minutes of order. Yes 1/1

Comment: 4 minutes

Check was presented in a timely manner and processed within two minutes. Yes 1/1

All items ordered were on the check. Yes 1/1

Server offered boxes for leftovers. Yes 1/1

You were thanked sincerely. Yes 1/1

Server's uniform was clean, pressed; presentation was professional. Yes 1/1
Server enhanced dining experience, anticipated needs. Yes 1/1

Server maintained table cleanliness throughout meal. No 0/1

Comment: appetizer not cleared

Glassware: Clean, free of blemishes. Yes 1/1

Narrative

My guest and I sat down in the booth just after 6:40 PM. Renee approached one minute later, shortly after 6:40 PM, and smiled at
each of us while making eye contact, and said, "Hi. Are you ready to order?" We let her know we needed more time and she said
she would give us a few minutes to look.

Just before 6:45 PM, Renee stopped back by our table to see if we were ready to order. My guest and I agreed that we would like to
order an appetizer. Renee did not offer any suggestions or ask what we were looking at. I ordered the spinach queso dip for a
starter. I asked Renee about the baja sauce. She replied that it was jalapeno cream cheese. She asked if it was in the spinach dip and
if that was why I was asking. I asked if it was spicy, and she said it was not. She asked if we would like a cup or bowl of the spinach
dip, and I opted for a cup. My guest and I each ordered a Pepsi to drink.

Renee delivered the drinks two minutes later, just after 6:45 PM. She handled the glassware correctly.

Ten minutes after ordering, just before 6:55 PM, Renee delivered the appetizer. She also took our entree order and wrote it down
and read it back to us.

Just before 7:10 PM, 15 minutes after ordering, Renee delivered the entrees. She cautioned that my plate was hot and to be careful.
Renee stepped away to refill our drinks, which were empty. She asked if we needed anything else. The appetizer plates were not
cleared.

Two minutes later, my guest flagged down Renee and asked for a side of sauce. Renee brought it back to the table within two
minutes.

Renee did not check on us again while we were eating the entrees. My guest and I had finished eating and pushed our plates to the
sides at 7:25 PM. Renee stopped at our table and asked if we were doing okay. I let her know we were fine and would like to order
dessert. She asked if we wanted to­go containers, and my guest and I declined. We ordered dessert just after 7:30 PM. Renee
cleared the table at that time.

Four minutes later, at 7:35 PM, Renee delivered the dessert to the table with two spoons. My guest and I thanked her, and she did
not say anything or smile, but nodded her head in acknowledgement. Renee also placed the check in the check presenter on the
table and departed.

Renee returned to the table just before 7:40 PM and picked up the check presenter with my credit card. Two minutes later, just
after 7:40 PM, Renee returned to the table with the processed payment. I thanked her, and she thanked my guest and me in return.

Support Staff 100.00% (6 / 6)

Bussing staff was unobtrusive; did not interrupt diners to clear. Yes 1/1

Side stands and service stations were organized and clean. N/A

Comment: none observed

Table settings were clean and complete. Yes 1/1

China: No chips or defects. Yes 1/1

Busser made eye contact and specifically asked, "May I?" before clearing items. N/A

Comment: table not bussed

Tables were reset quickly and quietly. Yes 1/1

Bus tubs not used to clear tables. Yes 1/1

Busser stayed productive. Yes 1/1

Busser was friendly and fulfilled any requests. N/A

Comment: not observed with guests

Narrative

I observed busser #1 (Male ­ 5'8", short dark hair) clearing a table, near the fireplace, just before 7:20 PM when I went to visit the
restroom. He was quietly and efficiently clearing the table. I did not see him using a tub.

I did not observe any other bussing staff during the evaluation.

All china observed was in good condition with no chips or cracks and appeared to be clean.

I did not observe a side station.

Management 60.00% (3 / 5)
Management was engaged with staff at door and/or on the service floor. Yes 1/1

Comment: on service floor

Management made personal contact with your table. No 0/1

Comment: no personal contact

Management visible throughout the restaurant. Yes 1/1

If applicable, management followed through with complaints/defects. N/A

Comment: no complaints

Management demeanor was professional and upbeat. Yes 1/1

The outcome of any interaction with management was positive? N/A

Comment: no interaction

Staff members were not congregating in conversation. Focus was on guests. No 0/1

Comment: staff congregated at podium

Narrative

I observed the manager (Male ­ 5'9", brown hair, closely cut beard) in the bar area speaking to a guest shortly before 6:25 PM and
again in the dining room shortly after 6:45 PM speaking to a guest sitting at a table in the middle of the room. He smiled at each of
the two guests he spoke to and maintained eye contact with them. The manager did not speak to me nor did I observe him again in
the restaurant during the rest of the evaluation.

Host #1 and host #2 were congregated near the podium talking to server #2 as my guest and I departed.

Facility 70.59% (12 / 17)

Sidewalk was well­maintained; no cigarette butts. Yes 1/1

Outside entry was well lit. Yes 1/1

Door was in good condition; handle not worn, no fingerprints, scuffs. Yes 1/1

Podium was clean and organized; no back­of­the house items visible to guest. Yes 1/1

Foyer area clean, no visible trash or debris No 0/1

Comment: debris on floor

1/1
Salt & pepper shakers, sugar caddy and table tents clean. Yes

Menu was clean, pages crisp. Yes 1/1

CARPETS/FLOORS/WALLS: Clean, no debris, cracks or stains. No 0/1

Comment: food debris on carpet

LIGHTING: appropriate, no burned out bulbs. No 0/1

Comment: bulb out

TABLES/CHAIRS: sturdy, clean, no scratches or debris. No 0/1

Comment: booth seating dirty

Temperature of restaurant was comfortable. Yes 1/1

Music/lighting appropriate and comfortable. Yes 1/1

Patio area was clean and well maintained. Yes 1/1

Check presenter was clean; good condition. Yes 1/1

Restrooms were fully supplied. Yes 1/1

Restrooms were neat and odor free. Yes 1/1

Waste receptacle not overflowing. No 0/1

Comment: overflowing

EXTERIOR: Windows: Clean and free of streaks, spots, and cracks N/A

Comment: none observed

Narrative

The surrounding walkway around the restaurant was free of debris and cigarette butts. The area was well maintained. The door
appeared to be in good condition. The stained glass on either side of the door was beautiful.

The foyer had some small pieces of paper debris on the floor.

The podium was neat and organized with the store map for sitting, a napkin to clean it with, pens, and telephone. No personal items
were observed on the podium.

Both in the bar area and the dining area, there was food debris around several of the tables, although the tables were empty and
guests had departed. The carpets looked to be in good condition and no stains were observed.

The tables set for guests all appeared to be clean. Each had salt and pepper shakers and a caddy of sweeteners on them. They also
had small plates with napkin wrapped utensils at each place setting.

One light bulb appeared to be burned out. It was the second from the left light over the bar top.

All chairs observed to be in good condition and were sturdy. The booth where I sat had rice on it.

The temperature in the restaurant was comfortable.

I visited the restroom just before 7:20 PM. The stalls were well supplied with toilet paper and toilet seat covers. The vanities were
clean of debris. There were plenty paper towels and the hand soap dispensers were full. The mirror above the vanity was clean and
free of finger prints and water splatters. The restroom was odor free. The waste receptacle was overflowing with paper towels.

Food 88.89% (8 / 9)
0/1
Food was served at correct temperature. No

Comment: warm dip

Food was visually appealing? Yes 1/1

Order was prepared properly (as requested). Yes 2/2

Food quality & presentation is exceptional. Yes 1/1

Ingredients fresh in taste and appearance. Yes 2/2

Menu offerings are diverse; include a range of dishes for a variety of palates. Yes 1/1

You could recommend restaurant based upon food. Yes 1/1

Narrative

Spinach Queso Dip

The dip looked appetizing as a creamy dip with chunks of green and red vegetables. The portion was ample. It was served warm, not
hot. It was flavorful but did not meet expectations due to the temperature.

Carne Asada Burrito

This looked appetizing, with lettuce and tomato garnish and rice and beans. The portion was ample, and it was flavorful. It was
served hot. The dish met expectations.

Cilantro Lime Chicken Salad

The salad look appetizing with all the colors of the vegetables and ample size chunks of chicken. The salad had exceptional flavor,
and the ingredients were quality. The portion was adequate for one guest. The salad exceeded expectations.

Fried Ice Cream

The fried ice cream dessert was presented appealingly. The fried outside part looked crunchy and flavorful, but separated easily
from the ice cream. The drizzle was overly sweet. The portion was ample, and the dish met expectations.

Overall -
Were staff members friendly? Yes

Were staff members knowledgeable? Yes

Would you recommend this restaurant? Yes

Was the food enjoyable? Yes

Was a manager visible in the restaurant? Yes

Narrative

Most staff members were friendly and were seen smiling. Renee offered menu details.

I would recommend this restaurant to someone looking for a menu of varied Mexican offerings. Most of the food was flavorful, and
I would be willing to dine again and try some other dishes, as the menu was quite extensive

The decor was enjoyable with the bright colors. The fireplace in the dining room and on the patio added a nice touch and
contributed to a peaceful ambiance.

The manager was visible in the restaurant twice, briefly. Once he was observed speaking to a bar guest and another speaking to a
guest in the dining room.

Please provide your Paypal email address for payment.

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srozas@aol.com
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Reimbursement Amount

51.98

Survey Total: 73.64% (81 / 110)