SG - PMR - 04417 - Breakfast Assessment

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FOOD AND BEVERAGE - BREAKFAST
OUTLET:
DATE AND TIME:
STANDARD
ARRIVAL/SEATING:
Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant?
If the guest was kept waiting did the employee acknowledge this and apologize for the delay?
Did the employee seat the guest in a timely manner, within 1 minute of their arrival at a fully laid table or if th
restaurant was full, communicate how long it would be and then provide the table within 5 minutes of this tim
orearlier?
Did employees offer seating assistance, remove covers if necessary and present the menu (if applicable)?
In the case of a single diner, was a newspaper/reading material offered?
In the case of a buffet, did the employee offer an orientation to the breakfast procedure on the guest's first v
restaurant (i.e. guests should help themselves to the buffet)?
SERVICE:
Did the waiter offer coffee/tea and a choice of juice (if juice was served as opposed to being on the buffet) w
minute of seating?
Was coffee/tea/juice served within 5 minutes of order?
When taking the order did the waiter exhibit a good working knowledge of the menu and its ingredients?
Did the waiter accommodate any reasonable off menu requests?
Did the employee obtain a full and complete order (i.e. cooking instructions, toast preference, accompanime
Was the complete breakfast order served in a timely manner, within 7 minutes of order for cold breakfast an
minutes of order for a hot breakfast, unless the employee informed the agent of an expected delay (i.e. due
preparation times)?
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Was the correct order served to each guest without any prompting required?
Did the waiter ascertain if the guest required any condiments/sauces and were they served in the appropriat
containers (i.e. decanted from the bottle or miniatures)?
Did the employee replace cutlery as required?
Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?
Was coffee/tea/juice replenished as required?
Did the employee offer a clean cup when a fresh pot of coffee/tea was offered?
Did an employee visit the table to ascertain at any point if service was satisfactory?
Was the bill clearly itemized and correct and was it promptly presented and collected?
Did the employee offer a sincere farewell at the end of the interaction and show appreciation?
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THE EMPLOYEE - BEHAVIOURAL STANDARDS:Restaurant breakfast cont..
Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing
badges?
Was the employee’s speech clear and use of English adequate to be fully understood?
Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested
Did the employee use the guest's name naturally and discreetly without overusing it?
Did the employee display a high level of confidence when carrying out his/her duties?
Was the employee able to confidently answer questions about other hotel facilities or immediately find out th
information required?
Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (e.g. gues
not have to request service at any point)?
Did the employee make every effort to meet guest requests or offer a suitable alternative?
Did an employee personalize the interaction in any way and engage the caller as an individual?
Did employees collaborate seamlessly to ensure service was organized and professional without being intru
repetitive?
Did the employee actively listen, avoid interrupting and give the caller their undivided attention (i.e. the gues
not have to repeat themselves)?
Did employees maintain alert postures and respect the guest's presence when interacting with each other?
Where applicable, did the employee display self-control and empathy in challenging interactions and offer a
alternative/resolution?
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RESTAURANT - BREAKFAST
STANDARD
BUFFET (IF APPLICABLE):
Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case o
venues)?
Were any unidentifiable food or beverage items clearly labeled andwere the labels clean and consistent in
appearance?
Were all dishes replenished as required?
Were the appropriate crockery and service utensils available?
In the case of a hot buffet, were warmed plates available?

MENU AND FOOD:
Was the menu clean, in good repair, grammatically correct and easy to read?
Was the food presented in an appealing manner and did it directly resemble its description from the menu?
Was the food fresh and of good flavor?
Was the texture of the food appropriate?
Was the food cooked as requested and served at the correct temperature?
Were portions of acceptable/generous size?
Were at least two fresh juices available?
Were breads/bakery items of excellent quality?
Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
TABLE LAYOUT/RESTAURANT:
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Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperatu
comfortable, music is played at an appropriate level)?
Were all tables in the restaurant consistently laid up and promptlycleared when guests depart (i.e. within 10
Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?
Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?
Were salt and pepper cruets available and if so were they clean and full?
Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?
Was there a minimum of three different preserves available on the table or at the buffet?
Were a selection of international newspapers, news sheets or a digital news option available?
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RESTAURANT - BREAKFAST
RESERVATION
Was the telephone answered within 3 rings or 10 seconds with anappropriate greeting?
Did the employee obtain the guest's name and use the caller's name at least once during the conversation?
Did the employee obtain the number of people dining, the dining time and the telephone/room number?
Did the employee repeat and confirm the details?
Did the call end with the employee offering a warm and sincereclosing?
Did the employee enquire if the reservation was for a special occasion and if the caller had any special requ
ARRIVAL/SEATING:
earlier?
Did the employee offer seating assistance and remove covers if necessary?
Did the employee present the menu/wine list?
Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu lig
In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions?
In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues
SERVICE:
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Did an employee greet the guest within 2 minutes of seating?
Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items tha
not available?
Was a pre-meal drink offered?
Did the waiter automatically suggest mineral water and ascertain the guest's preference (i.e. still/sparkling)?
Was the food and beverage order taken within 10 minutes of menu being offered?
Was the waiter able to answer any questions with regard to the menu and its ingredients?
Did the employee accommodate any reasonable off menu requests?
Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?
Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?
Were bread/rolls served if applicable to the type of cuisine?
Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/s
recommend a suitable wine to accompany the meal?
Was the correct drinks order served within 5 minutes of order?
Were drinks served and cleared using a tray?
Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the emplo
advised of an expected delay due to preparation times?
Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being remov
within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay?
Were all plated items served with as little disruption to the guest as possible?
Was the correct and complete order served to each guest without any prompting required?
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Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. dec
from the bottle or miniatures)?
Did the waiter automatically offer an additional bottle of wine/water upon completion of the first?
Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion
main course in the case of a formal restaurant?
Did the waiter automatically offer desserts, either verbally or by presenting the menu?
Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest
expected delay?
Did the waiter automatically offer coffee/tea and clarify the guest'scoffee/tea preference (i.e. cappuccino, es
etc.)?
Was the coffee/tea served within 5 minutes of order?
Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?
In the case of a formal restaurant, did the waiter suggest dessert wine and/or post-meal drinks?
WINE/BEVERAGE SERVICE:
Did the waiter present the wine to the guest and open the bottle atthe table?
Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfa
the glass accordingly?
Was red wine served at room/appropriate temperature and white/rosé wine chilled?
Did the waiter top up the glass as required?
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Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed d
applicable to cocktails)?
Did the waiter offer an additional beverage within 2 minutes of drink being empty?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
badges?
repetitive?
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MENU AND FOOD:Restaurant breakfast cont..
Was the menu/wine list clean, in good repair, grammatically correct and easy to read?
If special dietary requirements were provided at any point during stay, were they automatically acknowledge
Were portions of acceptable/generous size?
STANDARD
RESTAURANT - BUFFET
Was the telephone answered within 3 rings or 10 seconds with anappropriate greeting?
Did the employee obtain the guest's name and use the caller's name at least once during the conversation?
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Did the employee obtain the number of people dining, the dining time and the telephone/room number?
Did the employee repeat and confirm the details?
Did the call end with the employee offering a warm and sincere closing?
Did the employee enquire if the reservation was for a special occasion and if the caller had any special requ
ARRIVAL/SEATING:
orearlier?
Did the employee offer seating assistance and remove covers if necessary?
Did the employee present the menu/wine list?
Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu lig
In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions?
In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues
Did the employee offer a buffet orientation on the guest's first visit to the restaurant?
Page 28
SERVICE:
Did an employee greet the guest within 2 minutes of seating?
Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items tha
not available?
Was a pre-meal drink offered?
Did the waiter automatically suggest mineral water and ascertain the guest's preference (i.e. still/sparkling)?
Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/s
recommend a suitable wine to accompany the meal?
Was the correct drinks order served within 5 minutes of order?
Were drinks served and cleared using a tray?
Did the waiter automatically offer additional bottle of wine/water upon completion of the first?
Did the waiter replace cutlery as required?
Did the waiter automatically offer coffee/tea and clarify the guest'scoffee/tea preference (i.e. cappuccino, es
etc.)?
Was the coffee/tea served within 5 minutes of order?
Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?
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WINE/BEVERAGE SERVICE:Restaurant buffet cont..
Did the waiter present the wine to the guest and open the bottle atthe table?
Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfa
the glass accordingly?
Was red wine served at room/appropriate temperature and white/rose wine chilled?
Did the waiter top up the glass as required?
Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed d
applicable to cocktails)?
Did the waiter offer an additional beverage within 2 minutes of drink being empty?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
badges?
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repetitive?
BUFFET:
Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case o
venues)?
Were any unidentifiable food or beverage items clearly labeled andwere the labels clean and consistent in
appearance?
Were all dishes replenished as required?
Were the appropriate crockery and service utensils available?
In the case of a hot buffet, were warmed plates available?
Was a chef present behind the buffet at all times (where a workingstation was present)?
In the case of hot foods did the cook present a clean warm plate?
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FOOD:Restaurant buffet cont..
Were salt and pepper cruets available and if so were they clean and full?
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MEET BELOW N/A
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MEET BELOW N/A
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MEET BELOW N/A
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SG - PMR - 04417 - Breakfast Assessment

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1

In the case of a single diner, was a newspaper/reading material offered?

Was coffee/tea/juice served within 5 minutes of order?

Did the waiter accommodate any reasonable off menu requests?

Did the employee replace cutlery as required?

Was coffee/tea/juice replenished as required?

Were all dishes replenished as required?

Were the appropriate crockery and service utensils available?

In the case of a hot buffet, were warmed plates available?

Was the food fresh and of good flavor?

Was the texture of the food appropriate?

Were portions of acceptable/generous size?

Were at least two fresh juices available?

Were breads/bakery items of excellent quality?

Did the employee repeat and confirm the details?

Did the employee present the menu/wine list?

Was a pre-meal drink offered?

Did the employee accommodate any reasonable off menu requests?

Were bread/rolls served if applicable to the type of cuisine?

Was the correct drinks order served within 5 minutes of order?

Were drinks served and cleared using a tray?

Was the coffee/tea served within 5 minutes of order?

Did the waiter top up the glass as required?

Was the food fresh and of good flavor?

Was the texture of the food appropriate?

Were portions of acceptable/generous size?

Did the employee repeat and confirm the details?

Did the employee present the menu/wine list?

Did an employee greet the guest within 2 minutes of seating?

Was a pre-meal drink offered?

Was the correct drinks order served within 5 minutes of order?

Were drinks served and cleared using a tray?

Did the waiter replace cutlery as required?

Was the coffee/tea served within 5 minutes of order?

Did the waiter top up the glass as required?

THE EMPLOYEE - BEHAVIOURAL STANDARDS:

Were all dishes replenished as required?

Were the appropriate crockery and service utensils available?

In the case of a hot buffet, were warmed plates available?

Was the food fresh and of good flavor?

Was the texture of the food appropriate?

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