CLIFF AFTERNOON TEA KEA

CHECK LIST

Date :
Name :
No Subject Y N NA

Was the employee able to describe and display knowledge about

1
the different teas in the selection?

Did the employee serve the tea before indicating they will return
2
with Afternoon Tea food selection?

Did the employee explain the Afternoon Tea food selection by

3 clearly describing each item on the stand demonstrating good
product knowledge?

4 Were all items served of high quality, tasty and besutifully

presented?
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 CLIFF BREAKFAST KEA
CHECK LIST

Date :
Name :
No Subject Y N NA
Was the guest offered immediate assistance and if this was
1 not possible, was the guest positively acknowledge within 15
second?

If the guest was kept waiting until they were assisted did the
2 employee acknowledge this and apologize immediately for
the delay?

Did the employee seat the guest in a timely manner of their

3 arrival at a fully laid table?

Was the guest offered seating assistance and were covers

4
removed if necessary?

5 In the case of a single diner, was a newspaper/reading

material offered?

As a first time guest, was the guest offered an orientation to

6 the breakfast procrdure (i.e. guest should help themselves to
the buffet)?

Did all regular bread displays contain gluten free bread

7
options in addition and was this labelled?

Was there a lactose free milk in breakfast drinks set up and

8
was this labelled?
Was the guest offered coffee/tea and a choice of juice within
9
1 minute of seating?

10 Was coffee/tea/juice served within 3 minute of order?

In case the ordered / consumed drink feature a straw, was

11 the straw made out of sweetcorn starch, other sustainable
material and not plastic?

Did the waiter exhibit a good working knowledge of the buffet

12
layout and its items?

13 Were any reasonable off buffet requests accommodated?

 Did the employee obtain a full and complete order (i.e.
14 cooking instructions, toast preference, accompaniments
etc.)?

Did the guest receive the complete breakfast order served in

a timely manner, within 7 minutes of order for cold breakfast
15 and 10 minutes of order for a hot breakfast, uncless the
employee informed the guest of an expected delay (i.e. due
to longer preparation times)?

Did the guest receive the correct order without any

16
prompting required?
Did the waiter ascertain if the guest required any
17 condiments/sauces and were they served in the appropriate
containers?
18 Was the cutlery replaced as required?

Were the dishes cleared within 2 minutes of guests finishing

19
their meals or as required during the meal?

20 Was coffee/tea replenished as required?

Was a clean cup offered when a fresh pot of coffee/tea was
21 ordered?

Did an employee at any point visit the table and ask if the
22
service was satisfactory?

Was the bill clearly itemized, correct and presented politely in

23 a clean bill folder?
24 Did the employee offer a kind farewell?
Were employees well groomed and neatly presented in
25
clean, well fitted uniforms?

Did the employee have a good level of English and were they
26
able to converse clearly?

Did the employee engage in a friendly, natural, non scripted

27
manner and avoid using jargon or slang?

Did the employee use the guest name appropriately during

28
the service encounter?

Was the employee confident when carrying out his/her

29
duties?
 Was the employee able to confidently answer questions
30 about other hotel facilities or assure the guest they will find
out the information required as soon as possible?

Was every effort made by the employee to meet guest

31
requests or offer a suitsble alternative?

Did an employee personalize the interaction in any way and

32
engage the guest as an individual?

33 Did the employee actively listen and avoid interrupting?

Did employee respect the guest's presence acting

34
appropriately?
Did the employee display self control and empathy in
35
challenging interactions?

Was the buffet clean, attractively presented, well laid out and
36 the food sufficiently covered (i.e. in the case of outdoor
venues)?

Were all food or beverage items clearly labelled ( incl.

37 ingredients such as pork, alcohol etc.) and were the labels
clean and consistent in appearance?

38 Were all dishes replenished as required?

39 Were the appropriate crockery and service utensils available?

40 Were warmed plates available, in case of hot buffet?

41 Was the food presented in an appealing manner?

42 Was the texture of the food appropriate?

Did the guest receive the food cooked as requested, and

43
served at the correct temperature and correct crockery?

Were breads/bakery items of excellent quality and freshly

44
baked?

45 Was there a selection of specialty teas/coffees available?

Did the outlet provide a comfortable breakfast experience

46 (i.e. tables appropriately spaced, temperature was
comfortable, music is played at an appropriate level)?
 Were all tables consistently laid up and promptly cleared
47
when guests departed?

Were the tablecloth/place mat/napkin clean, pressed and

48
free of any stains/tears (paper not acceptable)?

49 Were the correct cutlery, crockery and glassware provided?

50 Were salt and pepper cruets available and if so were they

clean and full?

Were milk/cream as well as a full sugar selection (i.e. white,

51
brown and sweetener) offered with the coffee/tea?

Were there a minimum five different spreads available on

52
the table or at the buffet?

Was a selection of international newspapers or a digital

53 news option available?

Did an employee pass around and offer freshly baked pastry

54 or a local specialty in a small basket around the dining room.
Presents the selection

Was there one home made chocolate spread available at the

55
buffet?

Was there at least one kind of honey on the breakfast buffet

56
served on honeycomb?

Was there a Power Shot served during breakfast and was a

57
choice of two shots offered?

Was there the possibility to compose bircher muesli on the

58
buffet?

Was there a selection of Asian dishes on the breakfast buffet

59
or available free of charge on the menu?

Was there a minimum of two fresh fruit and vegetable juices

60
available at the buffet?

Was the a la carte breakfast menu available on the table and

61
were the egg dishes free of charge (or otherwise presented)?

62 Was the menu clean, in good repair, grammatically correct

and easy to read?
 When taking the order, did the waiter exhibit a good
63
working knowledge of the menu and its ingredients?
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