Mystery Diner FormMystery Diner Form

20102010

BookingBooking Friendly and Friendly and

professionalprofessional Telephone answered Telephone answered

with in 6 ringswith in 6 rings Answer phone clearly Answer phone clearly

and give name of and give name of restaurantrestaurant

If requested time is If requested time is not available not available apologise and offer a apologise and offer a suitable alternativesuitable alternative

Repeat booking back Repeat booking back to confirm detailsto confirm details

Thank and say Thank and say goodbyegoodbye

GreetingGreeting Greet promptly and Greet promptly and

with warm welcoming with warm welcoming smilessmiles

Ask if they are joining Ask if they are joining you for lunch/dinneryou for lunch/dinner

Ask for their name and Ask for their name and check for reservationcheck for reservation

Offer to hang up coats Offer to hang up coats and store bagsand store bags

If they arrive early for If they arrive early for their reservation offer their reservation offer them a drink at the them a drink at the barbar

Bar ServiceBar Service Acknowledge guests who Acknowledge guests who

approach the bar promptlyapproach the bar promptly Greet with a smile and ask Greet with a smile and ask

what they would likewhat they would like If they order wine, beer or If they order wine, beer or

spirit and mixer give them spirit and mixer give them a choice of product i.e. a choice of product i.e. Sauvignon, Chenin Blanc Sauvignon, Chenin Blanc etc…etc…

Add drinks to a bar tab if Add drinks to a bar tab if requestedrequested

Ensure bar is clean and Ensure bar is clean and tidy at all timestidy at all times

SeatingSeating

If collecting guests from If collecting guests from the bar greet them by the bar greet them by name name

Offer to carry their drinks Offer to carry their drinks to the table on a trayto the table on a tray

Sit them at a table that is Sit them at a table that is suitable for their needssuitable for their needs

Once seated make them Once seated make them aware of the specials aware of the specials menu and wine listmenu and wine list

Tell them who their waiter Tell them who their waiter will be for their dining will be for their dining experienceexperience

Wish them a pleasant Wish them a pleasant afternoon/eveningafternoon/evening

WaiterWaiter It should be clear to the guest It should be clear to the guest

who their waiter iswho their waiter is Take all orders from start of Take all orders from start of

the guest experience until the the guest experience until the endend

Look after the guests needs in Look after the guests needs in a helpful and professional a helpful and professional mannermanner

Have good knowledge of the Have good knowledge of the menusmenus

If they make If they make recommendations about food recommendations about food or wine they should be able to or wine they should be able to do it naturallydo it naturally

Be available if the guest Be available if the guest needs themneeds them

Food/Drink OrderFood/Drink Order Make them aware of out of stock items but make sure it is not the opening line!Food order taken by Waiter only Take order within a reasonable amount of timeOffer appetisers i.e. Bread olivesOffer appropriate side orders to accompany main course Offer mineral water, wine etc... when appropriate If the guest drinks are finished offer another one

ServiceService Smooth and professionalSmooth and professional Appropriate cutlery Appropriate cutlery

givengiven Food should not be Food should not be

auctionedauctioned If they have wine offer If they have wine offer

to top it upto top it up Table clear of unwanted Table clear of unwanted

glasses/cutlery and glasses/cutlery and debrisdebris

Check back to ensure Check back to ensure everything is everything is satisfactory at main satisfactory at main course stage (be careful course stage (be careful that this is not repeated that this is not repeated by anyone else)by anyone else)

Desserts and CoffeesDesserts and Coffees Service should still be very Service should still be very

attentiveattentive Give guest a dessert menu Give guest a dessert menu

promptly after clearing main promptly after clearing main courses (do not offer)courses (do not offer)

Make them aware of any out of Make them aware of any out of stock dessertsstock desserts

Give guests an adequate amount Give guests an adequate amount of time to decide on dessertsof time to decide on desserts

If they order desserts also offer If they order desserts also offer them coffeesthem coffees

If they order coffees ask when If they order coffees ask when they would like them servedthey would like them served

Desserts and coffees should not Desserts and coffees should not be auctioned at the tablebe auctioned at the table

If they decline desserts offer If they decline desserts offer coffees and or a plate of trufflescoffees and or a plate of truffles

ManagerManager

Manager should be Manager should be visiblevisible

Monitoring serviceMonitoring service Guiding staffGuiding staff Dealing with Dealing with

complaints complaints professionallyprofessionally

Interacting with Interacting with guestsguests

Departure Departure When bill is requested When bill is requested

it should be delivered it should be delivered promptlypromptly

Bill should be correct Bill should be correct (5 marks)(5 marks)

Payment processed Payment processed efficientlyefficiently

Ask if they have Ask if they have enjoyed their meal enjoyed their meal prior to the payment prior to the payment processprocess

Coats should be Coats should be retrieved easilyretrieved easily

Wish them goodbye Wish them goodbye

CleanlinessCleanliness

Menu’s cleanMenu’s clean Toilets cleanToilets clean Tables being cleared Tables being cleared

and reset promptlyand reset promptly All staff including All staff including

kitchen in smart kitchen in smart uniformsuniforms