Mystery Diner Form

1. Mystery Diner Form 2010

2. 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

3. 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

4. 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

5. 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

6. 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

7. Food/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 time • 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

8. 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)

9. 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

10. Manager • Manager should be visible • Monitoring service • Guiding staff • Dealing with complaints professionally • Interacting with guests

11. 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

12. Cleanliness • Menu’s clean • Toilets clean • Tables being cleared and reset promptly • All staff including kitchen in smart uniforms