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LQA Restaurant Services Audit
Section 1: WELCOMING AND SEATING THE GUEST
1. 1. Was the telephone answered within 3 rings or 10 seconds?
Yes
No
N/A
2. 2. Was the caller / guest greeted appropriately?
Yes
No
N/A
3. 3. Did the employee obtain the guest’s name and use the caller’s name at least once during the conversation?
Yes
No
N/A
4. 4. If the call was to make a reservation, did the employee obtain the number of people dining, the dining time and the telephone/room number?
Yes
No
N/A
5. 5. Did the employee repeat and confirm the details?
Yes
No
N/A
6. 6. Did the employee thank the guest at the end of the conversation?
Yes
No
N/A
7. 7. Was the guest greeted or paid attention to within 30 seconds of entering the restaurant?
Yes
No
N/A
8. 8. If the guest(s) had to wait, did the clerk recognize this and apologize for the delay?
Yes
No
N/A
9. 9. Were the guests seated at a fully set table within a minute of their arrival?
Yes
No
N/A
10. 10. Did the employee offer help with sitting down, removed excess place settings and presented the menu/wine list to the guest(s)?
Yes
No
N/A
11. 11. If the restaurant lighting was dimmed, was there an alternative light source for the guests to read the menu?
Yes
No
N/A
12. 12. In the case of alfresco dining, was a pashmina scarf/ blanket/ direct heating offered if it was cool?
Yes
No
N/A
13. 13. If a guest ate his food alone, was he/she offered a newspaper/reading material?
Yes
No
N/A
14. 14. Did the employee name any specialties of the day or the unavailable dishes?
Yes
No
N/A
Section 2: RESTAURANT SERVICE
1. 1. Was an aperitif offered within 2 minutes of taking a seat?
Yes
No
N/A
2. 2. Did the service employee propose mineral water?
Yes
No
N/A
3. 3. Was the order for food and beverages been taken within 10 minutes of seating the guests?
Yes
No
N/A
4. 4. Was the service employee able to answer questions about the menu and its components (allergens, dish combinations, etc)?
Yes
No
N/A
5. 5. Did the employee accommodate any reasonable off-the-menu requests?
Yes
No
N/A
6. 6. Did the employee obtain a full and complete order?
Yes
No
N/A
7. 7. Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?
Yes
No
N/A
8. 8. If applicable, were bread/rolls served and the bread basket topped-up?
Yes
No
N/A
9. 9. 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?
Yes
No
N/A
10. 10. Were the correct drinks order served within 5 minutes being ordered?
Yes
No
N/A
11. 11. Were drinks served and cleared using a tray?
Yes
No
N/A
12. 12. Was the starter served within 15 minutes of the order or previous course?
Yes
No
N/A
13. 13. If there was to be a delay due to preparation times were the guests the advised of the delay?
Yes
No
N/A
14. 14. Was the main course served within 20 minutes of starter/previous course being removed or within 30 minutes if no starter was ordered, unless the employee informed the guests of any delays?
Yes
No
N/A
15. 15. Did the waiters serve all plated items with as little disruption to the guest as possible?
Yes
No
N/A
16. 16. Did the waiter serve exactly what was ordered, and was it correct and complete?
Yes
No
N/A
17. 17. Were all appropriate condiments/ sauces offered?
Yes
No
N/A
18. 18. Did the waiter offer an additional bottle of wine/water upon completion of the first?
Yes
No
N/A
19. 19. Did the waiter clear the dishes within 3 minutes of guests finishing their meal?
Yes
No
N/A
20. 20. Did the waiter remove the side plates, knives, butter and cruets on completion of the main course in the case of a formal restaurant?
Yes
No
N/A
21. 21. Did the waiter automatically offer desserts both verbally and/or by presenting the menu?
Yes
No
N/A
22. 22. Was the dessert served within 10 minutes of ordering and if not, were the guests informed of an expected delay?
Yes
No
N/A
23. 23. Did the employee offer coffee/tea and ask about the special wishes of the guests?
Yes
No
N/A
24. 23. Did the employee offer coffee/tea and ask about the special wishes of the guests?
Yes
No
N/A
25. 25. Were milk/cream and a sugar selection (white, brown sugar and sweetener) offered with coffee/tea?
Yes
No
N/A
26. 26. Did the service employee voluntarily offer to refill coffee/tea?
Yes
No
N/A
27. 27. Did the service employee offer a dessert/digestif?
Yes
No
N/A
28. 28. Did an employee inquire whether the service was satisfactory?
Yes
No
N/A
29. 29. Did the invoice have clear, correctly identified individual items that was presented promptly and the payment accepted promptly?
Yes
No
N/A
Section 3: EMPLOYEE STANDARDS
1. 1. All employees well-groomed wearing clean, well-fitted uniforms and wearing name badges?
Yes
No
N/A
2. 2. Was the employee’s speech clear and use of English/local language adequate in order to be fully understood by the guests?
Yes
No
N/A
3. 3. Did the employees engage in a well-paced, friendly and interested conversation with the guests?
Yes
No
N/A
4. 4. Did the employee use the guest's name discreetly without overusing it?
Yes
No
N/A
5. 5. Did the employee display appropriate body language a high level of confidence when carrying out his/her duties?
Yes
No
N/A
6. 6. Was the employee able to confidently answer questions about hotel facilities?
Yes
No
N/A
7. 7. Did the employee make efforts to find out information requested by guests?
Yes
No
N/A
8. 8. Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs?
Yes
No
N/A
9. 9. Did the employee make every effort to meet the guest's requests or offer suitable alternatives?
Yes
No
N/A
10. 10. Did the employee engage the guest as individuals and personalize interactions with guests?
Yes
No
N/A
11. 11. Were efforts made to ensure service was organized and professional without being intrusive?
Yes
No
N/A
12. 12. Did the employee actively listen to the guests without interrupting and give their undivided attention?
Yes
No
N/A
13. 13. Did employees maintain alert postures and carry themselves appropriately while interacting with each other in the presence of guests?
Yes
No
N/A
14. 14. Did employees display self-control and empathy in challenging interactions and offer suitable alternatives towards a resolution?
Yes
No
N/A