The objectives of the Mystery Client Program is to get a clearer understanding
of the customers perception of the restaurant, in order to make improvements,
when and where possible, with regards to Service. Further, to address specific
departmental problems and to motivate staff by linking results with incentives
as the Bonus Scheme.
Section I: TELEPHONE RESERVATION |
| |
STANDARD |
POINT |
YES |
NO |
N/a |
| 1.1 |
Was the telephone answered within
three rings? |
3 |
|
|
|
| 1.2 |
Did the employee answer the phone
with an appropriate greeting, identify the department, employee’s
name and offer assistance? |
3 |
|
|
|
| 1.3 |
Was the reservation dealt with
pleasantly and politely? |
4 |
|
|
|
| 1.4 |
If an advance booking or special
occasion, was the caller’s daytime phone number obtained? |
4 |
|
|
|
| 1.5 |
Did the employee repeat and confirm
the details? |
4 |
|
|
|
| 1.6 |
Did the employee use the guest’s
name during interaction? |
2 |
|
|
|
| |
TOTAL NUMBER
OF POSSIBLE POINTS |
|
YES |
NO |
N/a |
| |
20 |
|
|
|
|
| TELEPHONE RESERVATION = |
Section II:
MEETING & GREETING |
| |
STANDARD |
POINT |
YES |
NO |
N/a |
| 2.1 |
Was the guest acknowledged within
one minute of arrival? |
3 |
|
|
|
| 2.2 |
Did the employee greet guest in
a pleasant and friendly manner? |
4 |
|
|
|
| 2.3 |
Was the guest greeted as Sir or
Madam? |
2 |
|
|
|
| 2.4 |
Was the guest asked if they had
a reservation? |
3 |
|
|
|
| 2.5 |
Did the employee ascertain if
the guest preferred smoking or non-smoking? |
4 |
|
|
|
| 2.6 |
Was the guest seated within one
minute? |
2 |
|
|
|
| 2.7 |
If guests had to wait, were they
offered an explanation and an estimated waiting time? |
4 |
|
|
|
| 2.8 |
Did the employee seat the guest
at a fully laid table? |
4 |
|
|
|
| 2.9 |
Was the guest offered assistance
with their shopping, coat and chair? |
2 |
|
|
|
| 2.10 |
Was the guest made aware of the
presence of a security hook underneath the table/counter? |
3 |
|
|
|
| 2.11 |
Did the employee promptly present
menus? |
4 |
|
|
|
| 2.12 |
Did the employee explain any daily
specials? |
3 |
|
|
|
| 2.13 |
Did the employee wish the guest
a pleasant meal? |
3 |
|
|
|
| |
TOTAL NUMBER
OF POSSIBLE POINTS |
|
YES |
NO |
N/a |
| |
41 |
|
|
|
|
| MEETING & GREETING = |
Section III: STAFF PRESENTATION
& GROOMING |
| |
STANDARD |
POINT |
YES |
NO |
N/a |
| 3.1 |
Were the staff well presented
and wearing clean uniforms? |
4 |
|
|
|
| 3.2 |
Were the staff’s shoes clean
and in good repair? |
2 |
|
|
|
| 3.3 |
Was the staff’s hair worn
short, or tied back for a female? |
4 |
|
|
|
| 3.4 |
Were the staff only wearing wedding
bands, and stud earrings for a female, and no other jewellery? |
1 |
|
|
|
| 3.5 |
Were the staff wearing name badges? |
3 |
|
|
|
| |
TOTAL NUMBER
OF POSSIBLE POINTS |
|
YES |
NO |
N/a |
| |
14 |
|
|
|
|
| STAFF PRESENTATION & GROOMING
= |
Section IV: SERVICE |
| |
STANDARD |
POINT |
YES |
NO |
N/a |
| 4.1 |
Did the employee take the order within 3 minutes
of seating/approaching the counter? |
3 |
|
|
|
| 4.2 |
Did the employee have good product knowledge
with regard to the menu? |
3 |
|
|
|
| 4.3 |
Did the employee make recommendations (i.e.
specials)? |
3 |
|
|
|
| 4.4 |
Was drinks order served within 3 minutes of
order? |
4 |
|
|
|
| 4.5 |
Were drinks appropriately garnished? |
4 |
|
|
|
| 4.6 |
Did the employee handle glassware by the stem
and base of glass at all times? |
4 |
|
|
|
| 4.7 |
Did employee pour drink in the case of bottled,
canned or mixed drinks? |
2 |
|
|
|
| 4.8 |
Did the employee offer additional drinks within
two minutes of drink being empty? |
1 |
|
|
|
| 4.9 |
Did employee bring appropriate
cutlery? |
4 |
|
|
|
| 4.10 |
Was the guest offered bread and butter with
their meals? |
2 |
|
|
|
| 4.11 |
Was the meal served within ten minutes? |
3 |
|
|
|
| 4.12 |
Was the order correct and complete? |
4 |
|
|
|
| 4.13 |
Were all appropriate condiments automatically
offered? |
4 |
|
|
|
| 4.14 |
Were the dirty dishes cleared away within 3
minutes of all guests finishing their meals? |
4 |
|
|
|
| 4.15 |
Did the employee automatically offer desserts/coffee? |
4 |
|
|
|
| 4.16 |
Was coffee/dessert served within five minutes
of order being taken? |
3 |
|
|
|
| 4.17 |
Did the employee ascertain the guest’s
satisfaction at any point? |
4 |
|
|
|
| 4.18 |
Was the bill presented within 1 minute of request? |
1 |
|
|
|
| 4.19 |
Was the bill clearly itemised and correct? |
4 |
|
|
|
| 4.20 |
Was the receipt returned after payment? |
4 |
|
|
|
| 4.21 |
When departing, did the employee offer assistance
with the guest’s coat/shopping? |
3 |
|
|
|
| 4.22 |
Was the guest thanked and offered an invitation
to return? |
3 |
|
|
|
| 4.23 |
Did the restaurant appear to be well managed? |
4 |
|
|
|
| 4.24 |
Did the staff appear to be working well as
a team? |
3 |
|
|
|
| 4.25 |
Did the employee maintain eye contact whilst
serving the guest? |
2 |
|
|
|
| 4.26 |
Did the employee smile and exhibit a friendly
manner? |
2 |
|
|
|
| 4.27 |
Did the employee have a good working knowledge
of the English language? |
2 |
|
|
|
| 4.28 |
Was the employee attentive to the guest’s
needs at all times? |
4 |
|
|
|
| |
TOTAL NUMBER
OF POSSIBLE POINTS |
|
YES |
NO |
N/a |
| |
88 |
|
|
|
|
| SERVICE = |
Section V: FOOD |
| |
STANDARD |
POINT |
YES |
NO |
N/a |
| 5.1 |
Was the menu clean? |
3 |
|
|
|
| 5.2 |
Was the menu varied and appealing
in content? |
3 |
|
|
|
| 5.3 |
Were the menu boards clearly displayed? |
3 |
|
|
|
| 5.4 |
Was the presentation of your food
appetising? |
4 |
|
|
|
| 5.5 |
Were the portions of acceptable
size? |
3 |
|
|
|
| 5.6 |
Was the hot food hot, cold food
cold and frozen food frozen? |
4 |
|
|
|
| 5.7 |
Did the food directly resemble
its description from the menu? |
2 |
|
|
|
| 5.8 |
Did the food meet your expectations
in terms of taste and texture? |
4 |
|
|
|
| 5.9 |
Did you feel that your meal was
value for money? |
3 |
|
|
|
| |
TOTAL NUMBER
OF POSSIBLE POINTS |
|
YES |
NO |
N/a |
| |
29 |
|
|
|
|
| FOOD = |
