Mystery Diner Form

2010

Booking

      Friendly and professional Telephone answered with in 6 rings Answer phone clearly and give name of restaurant If requested time is not available apologise and offer a suitable alternative Repeat booking back to confirm details Thank and say goodbye

Greeting

     Greet promptly and with warm welcoming smiles Ask if they are joining you for lunch/dinner Ask for their name and check for reservation Offer to hang up coats and store bags If they arrive early for their reservation offer them a drink at the bar

Bar Service

     Acknowledge guests who approach the bar promptly Greet with a smile and ask what they would like If they order wine, beer or spirit and mixer give them a choice of product i.e. Sauvignon, Chenin Blanc etc… Add drinks to a bar tab if requested Ensure bar is clean and tidy at all times

Seating

      If collecting guests from the bar greet them by name Offer to carry their drinks to the table on a tray Sit them at a table that is suitable for their needs Once seated make them aware of the specials menu and wine list Tell them who their waiter will be for their dining experience Wish them a pleasant afternoon/evening

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Waiter

It should be clear to the guest who their waiter is Take all orders from start of the guest experience until the end Look after the guests needs in a helpful and professional manner Have good knowledge of the menus If they make recommendations about food or wine they should be able to do it naturally Be available if the guest needs them

Food/Drink Order

  only  reasonable amount of time     Make them aware of out of stock items but make sure it is not the opening line!

Food order taken by Waiter Take order within a Offer appetisers i.e. Bread olives Offer appropriate side orders to accompany main course Offer mineral water, wine etc... when appropriate If the guest drinks are finished offer another one

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Service

Smooth and professional Appropriate cutlery given Food should not be auctioned If they have wine offer to top it up Table clear of unwanted glasses/cutlery and debris Check back to ensure everything is satisfactory at main course stage (be careful that this is not repeated by anyone else)

Desserts and Coffees

        Service should still be very attentive Give guest a dessert menu promptly after clearing main courses (do not offer) Make them aware of any out of stock desserts Give guests an adequate amount of time to decide on desserts If they order desserts also offer them coffees If they order coffees ask when they would like them served Desserts and coffees should not be auctioned at the table If they decline desserts offer coffees and or a plate of truffles

Manager

     Manager should be visible Monitoring service Guiding staff Dealing with complaints professionally Interacting with guests

Departure

      When bill is requested it should be delivered promptly Bill should be correct (5 marks) Payment processed efficiently Ask if they have enjoyed their meal prior to the payment process Coats should be retrieved easily Wish them goodbye

Cleanliness

    Menu’s clean Toilets clean Tables being cleared and reset promptly All staff including kitchen in smart uniforms