34 Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request? 35 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? 36 Did the waiter present the wine to the guest and open the bottle at the table (n/a for Enomatic wine system by the glass)? 37 Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly (n/a for Enomatic wine system by the glass)? 38 Was red wine served at room/appropriate temperature and white/rosé wine chilled? 39 Did the waiter top up the glass as required? 40 Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)? 41 Did the waiter offer an additional beverage within 2 minutes of drink being empty? 42 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? 43 Was the employee's speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? 44 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? 45 Did the employee use the guest's name naturally and discreetly without overusing it? 46 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other hotel facilities or immediately offer to find out the information required? 47 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? 48 Did the employee adapt to a changing situation and/or guest's need? 49 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? 50 Did an employee personalize the interaction in any way and engage the guest as an individual? 51 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? 52 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? 53 Did employees maintain alert postures and respect the guest's presence when interacting with each other? 54 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? 55 Was the menu/wine list clean, in good repair, grammatically correct and easy to read? 56 Was there a minimum of one starter and one main course vegan option listed on the menu? 57 If special dietary requirements were provided at any point during stay, were they automatically acknowledged? 58 Was the food presented in an appealing manner and did it directly resemble its description from the menu? 59 Was the food fresh and of good flavor? 60 Was the texture of the food appropriate? 61 Was the food cooked as requested and served at the correct temperature? 62 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed? 63 Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)? 64 Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)? 65 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)? 66 Were the correct cutlery, crockery and glassware provided and were they clean and in good repair? 67 Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?
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