LQA standards : Restaurant
S/N
Descriptions
1 Was the guest greeted and seated at a fully laid table within one minute of their arrival and if the restaurant was full, was the guest advised how long it would be and was this timeframe adhered to? 2 If the guest was kept waiting did the employee acknowledge this and apologize for the delay? 3 Did the employee offer seating assistance and remove covers if necessary? 4 Did the employee present the menu/wine list within 5 minutes of being seated? 5 Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu light) and were reading glasses available on request? 6 In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions? 7 Did an employee greet the guest within 1 minute of seating and offer a pre-meal drink? 8 Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set priced menus and/or any items that were not available? 9 Did the waiter automatically suggest water and ascertain the guest's preference (i.e. still/sparkling/filtered)? 10 Was the food and beverage order taken within 10 minutes of menu being offered? 11 Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable? 12 Did the employee accommodate any reasonable off menu requests? 13 Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)? 14 Did the waiter automatically suggest a starter and side orders (if applicable) for each guest? 15 Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served? 16 Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal? 17 Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay? 18 Were drinks served and cleared using a tray? 19 Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times? 20 Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay? 21 Were all plated items served with as little disruption to the guest as possible? 22 Was the correct order served to each guest without any prompting required? 23 Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)? 24 Did the waiter automatically offer an additional bottle of wine/water upon completion of the first? 25 Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal? 26 Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course in the case of a formal restaurant? 27 Did the waiter automatically offer desserts, either verbally or by presenting the menu? 28 Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay? 29 Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)? 30 Was the coffee/tea served within 5 minutes of order and was it accompanied by a sweet (e.g. cookie, petit four, etc.)? 31 Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea (n/a for green tea/herbal teas)? 32 In the case of a formal restaurant, did the waiter suggest dessert wine and/or post-meal drinks? 33 Did an employee visit the table to ascertain at any point if service was satisfactory?
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