1. Guest Entry & Greeting
[ ] Host/Greeter Station Is Staffed At All Times During Service Hours
[ ] Guests Are Acknowledged Within 30 Seconds Of Entering, Even If Seating Is Delayed
[ ] A Documented Seating Or Wait-Listing Process Is In Place And Consistently Followed
[ ] Wait Times Are Communicated Proactively And Updated Regularly
[ ] Guests With Reservations Are Confirmed And Seated Promptly Upon Arrival
[ ] Large Parties Or Guests With Special Needs Are Flagged To The Floor Manager Immediately
2. Atmosphere & Environment
[ ] Music Volume Allows Easy Conversation At All Tables
[ ] Lighting Is Appropriate For The Daypart (Brighter At Lunch, Dimmer At Dinner)
[ ] Temperature Is Comfortable And Consistent Throughout The Dining Room
[ ] Staff Maintains A Calm, Composed Demeanor — No Shouting, Rushing, Or Visible Stress
[ ] The Restaurant Feels Organised And Controlled Even During Peak Periods
[ ] Outdoor Or Patio Areas Are Maintained To The Same Standard As Indoors
3. Post-Seating Follow-Up
[ ] Server Or Runner Greets The Table Within 2–3 Minutes Of Seating
[ ] Water And Menus Are Presented Simultaneously Upon Seating
[ ] Specials, Features, And Any 86'd Items Are Communicated Proactively
[ ] Server Returns Within 5 Minutes To Take Drink Orders Or Check Readiness
[ ] Upselling Of Starters Or Drinks Occurs Naturally And Without Pressure
[ ] Pace Of Service Is Calibrated To The Table — Rushed Tables Feel Processed, Not Hosted
4. Staff Appearance & Demeanor
[ ] All Staff Wear Clean, Pressed, Complete Uniforms Without Personal Modifications
[ ] Name Badges Are Worn And Legible At All Times
[ ] Hair Is Tied Back Or Otherwise Managed Per Health Code Requirements
[ ] Body Language Is Open, Engaged, And Approachable — No Crossed Arms Or Phone Use On The Floor
[ ] Staff Moves With Purpose — Neither Visibly Rushed Nor Aimlessly Wandering
[ ] Personal Interactions Between Staff Are Kept To Back-Of-House — No Gossip Or Arguments On The Floor
5. Communication & Product Knowledge
[ ] All Front-Of-House Staff Can Describe Every Menu Item, Including Preparation Method And Key Ingredients
[ ] Allergen Information Is Known And Communicated Accurately Without Hesitation
[ ] Recommended Pairings (Wine, Cocktails, Sides) Are Offered Confidently And Naturally
[ ] Staff Introduce Themselves By Name At The Table
[ ] Wait Times For Dishes And Any Kitchen Delays Are Communicated Proactively To The Table
[ ] Staff Can Explain Daily Specials In Detail, Including Price, Without Consulting Notes
[ ] The Team Is Briefed On Menu Changes, 86'd Items, And Vip Guests Before Every Service
6. Table Maintenance
[ ] Tables Are Reset To Full Cover Within 3 Minutes Of Guest Departure
[ ] Bread Baskets, Water, And Shared Items Are Replenished Without Being Asked
[ ] Dirty Plates Are Cleared Promptly Between Courses — No Stacking At The Table
[ ] Cutlery is replaced after each course, where appropriate to the menu format
[ ] Glassware Is Checked And Topped Up Regularly Throughout The Meal
[ ] Crumbs Are Cleared Between Courses At Fine Dining Or Mid-To-Upscale Operations
7. Management Presence
[ ] A Floor Manager Is Visible And Circulating Throughout Service — Not Desk-Bound
[ ] Manager Visits Tables Proactively To Check On The Guest Experience
[ ] Clear, Calm Leadership Is Visibly Demonstrated During High-Volume Periods
[ ] Manager Is The First Point Of Contact For Complaints — Not The Server Alone
[ ] Pre-Service Briefings Are Conducted Before Every Shift
[ ] Staff Performance Issues Are Addressed Discreetly And Immediately
8. Cleanliness & Hygiene
[ ] Menus Are Clean, Intact, And Free Of Stains — Digital Menus Are Tested And Functioning
[ ] Tables, Chairs, And Banquette Seating Are Wiped Between Every Cover
[ ] Floors Are Swept And Spot-Cleaned Continuously During Service
[ ] Restrooms Are Inspected And Cleaned Every 30–60 Minutes During Service
[ ] Sanitisation Protocols Are Visibly Followed By Staff Handling Food And Surfaces
[ ] Cutlery, Glassware, And Plateware Are Polished And Spot-Checked Before Service
[ ] High-Touch Areas (Menus, Condiment Holders, Door Handles) Are Sanitised Between Seatings
9. Guest Feedback & Service Recovery
[ ] All Staff Are Trained In The Last Model (Listen, Apologise, Solve, Thank) For Complaints
[ ] Complaints Are Escalated To A Manager Within 60 Seconds
[ ] Service Recovery Solutions (Complimentary Dish, Discount, Replacement) Are Offered Proactively
[ ] Manager Follows Up With The Table After A Complaint Is Addressed
[ ] All Feedback — Positive And Negative — Is Logged And Reviewed In Post-Service Debriefs
[ ] Online Reviews Are Monitored And Responded To Within 24–48 Hours By Management
10. Billing & Departure
[ ] The Bill Is Presented Promptly When Requested — Guests Never Have To Ask Twice
[ ] Itemised Bills Are Accurate And Clearly Formatted With No Unexplained Charges
[ ] Multiple Payment Options Are Available, And The Process Is Handled Tableside Where Possible
[ ] Departing Guests Are Thanked Personally And Invited Back By Name If Known
[ ] Loyalty Programme Or Return Incentives Are Mentioned Naturally At Departure Where Applicable
[ ] Forgotten Items Protocol Is In Place — Items Left Behind Are Stored, And Guests Are Contacted
Final Reminder: If More Than Three Red Flag Items Are Unresolved, Your Service May Already Be Underperforming. Use This Checklist As Both A Diagnostic Tool And A Staff Training Guide To Deliver A Consistent Guest Experience.