YOUR STANDARDS / RESTAURANTS & CAFÉS

Start with your
version of excellent.

Should your server introduce themselves by name? How soon after seating should they greet the table? How quickly should ordered beverages arrive?

We agree the meal, tax, tip and any extras in advance. Timings and service style come from your brief; there is no universal speed or script for every restaurant.

Detailed questions are optional at this stage. Leave targets blank where they are not yet agreed or do not apply. We will agree the final scope with you.

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Build your assessment brief.

Open the relevant sections below. Please omit individual customer, employee and medical information.

01 Your restaurant, at its best

How would you describe your service style?What should a guest feel during and after their visit?Which three behaviours make your hospitality distinctive?What would make this assessment useful to your business?Which issues or strengths should receive the most attention?What should we know about recent changes, seasonality or staffing context?

02 Before the guest arrives

Which booking or enquiry channels should we assess?What should staff confirm about the booking, policies and guest needs?What response time do you promise for phone or online enquiries? Include the channel and units.What information should guests be able to find about access, menus and dietary requests?How should staff explain an unavailable table, wait estimate or delay?

03 Arrival, seating and introductions

Maximum time from arrival to acknowledgment (minutes)Leave blank if not yet agreed or not applicable.What should a good seating experience include?Maximum time from seating to the server’s first greeting (minutes)Leave blank if not yet agreed or not applicable.Should the server introduce themselves by name?What should the first greeting include, and what tone should it have?Should water, menus, coat assistance or other welcome touches be offered?

04 Menu knowledge and ordering

What should the server explain about the menu, specials, prices or unavailable items?How should recommendations reflect guest preferences and budget?Maximum time from the guest indicating readiness to the order being taken (minutes)Leave blank if not yet agreed or not applicable.Which order details should be confirmed back to the guest?What should staff do when asked about ingredients, allergens or dietary needs?Who should staff consult when they cannot confidently answer a menu question?

05 Beverages and refills

Maximum time from seating to offering a drink order (minutes)Leave blank if not yet agreed or not applicable.Maximum time from beverage order completion to delivery of standard drinks (minutes)Leave blank if not yet agreed or not applicable.Maximum time from order completion to delivery of prepared cocktails, if relevant (minutes)Leave blank if not yet agreed or not applicable.What standards apply to glassware, temperature, garnish and serving?How and when should staff offer water or another drink without pressuring the guest?When and how should a beverage delay be explained?

06 Food delivery and pacing

Maximum time from food order completion to first course delivery (minutes)Leave blank if not yet agreed or not applicable.Maximum time from the agreed start event to main-course delivery (minutes)Leave blank if not yet agreed or not applicable.What starts the main-course timing: order completion, starter clearance, or another event?What interval or guest cues should guide the pace between courses?Should the table’s dishes arrive together, and how should exceptions be handled?What guest-visible standards apply to presentation, portion, perceived temperature and order accuracy?When should guests receive an update if the kitchen is delayed?

07 Attentiveness throughout the meal

Maximum time from dish delivery to a suitable first check-back (minutes)Leave blank if not yet agreed or not applicable.What should a useful check-back sound like, and when should staff avoid interrupting?What are your expectations for clearing, cutlery, napkins and keeping the table comfortable?How should responsibility for a table be handed between staff?How should staff adapt to guests who are in a hurry or want a leisurely meal?

08 Comfort, cleanliness and inclusion

What guest-visible cleanliness details should be checked? Include tableware and restrooms where accessible.What should the lighting, music, room temperature and overall atmosphere feel like?What assistance and accessible alternatives should guests be offered?What does respectful, consistent service for different guests look like in your restaurant?Are there family, solo-diner or other guest scenarios you would like covered?

09 When something does not go to plan

How should staff acknowledge, clarify and respond to a genuine concern?Maximum time from a raised concern to acknowledgment (minutes)Leave blank if not yet agreed or not applicable.When should a manager become involved?What remedies may staff offer, and when is approval needed?How should staff check whether the guest is satisfied with the resolution?

10 Dessert, payment and farewell

How should dessert, coffee or another course be offered?Maximum time from bill request to delivery of the bill (minutes)Leave blank if not yet agreed or not applicable.Maximum time from the guest indicating readiness to payment completion (minutes)Leave blank if not yet agreed or not applicable.What should be clear about prices, service charges, tips and splitting the bill?What should the farewell include, and should staff invite a return visit?

11 Agreeing a fair assessment

Which timings differ by service period, party size, order type or agreed guest preference?What tolerance should apply to each timing target, and why?Which categories are essential and how should others be weighted?Which scenarios should be marked not observed if they do not occur naturally?Which successful practices should we specifically look for and preserve?Who will own the improvement actions, and when should progress be reviewed?

12 Visit scope and confidential delivery

Which dates, service periods and locations should be included or excluded?What party size, booking method and order requirements should we agree?What meal allowance and currency should cover food, drinks, tax and customary tip?What travel costs or other extras may be included, and what needs prior approval?Which management roles should receive reports and a debrief? Avoid personal details here.Who will confirm authority, general staff notice and any required local approvals before the visit?Would you like follow-up visits, a recurring programme or comparisons across locations?

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Start with yourversion of excellent.

Build your assessment brief.

Start with your
version of excellent.