ABCs of a Perfect Mystery Shopper Report: Server Version

A=Appearance

B=Behaviours

C=Checklist of Standards

The italicized paragraphs are the actual instructions given to Mystery Shoppers to evaluate each point.

Appearance
 Server well groomed and uniformed
Shoulder length and longer hair is pulled back, uniform is not faded, torn or have designs, facial hair is
acceptable as long as well groomed, tattoos and body piercing are acceptable, at least 3 pins were
displayed

 Lanyard with name badge was present

Nametag present even if lanyard and laminate are turned backwards and unreadable. If laminate is empty
should be marked as “No.” Nametags are sometimes present on a lanyard, sometime embroidered on the
uniform and sometimes located on a pin (particularly in the Rock Shop)

Behaviours
 DO smile and make eye contact
BOTH eye contact and a smile must be established

 DO be the first to speak. (10-5-First-Last)

In order to test this, remain silent and allow the employee to speak first. Some sort of VERBAL
acknowledgement should be extended and may include, but is not limited to a greeting (good
afternoon/evening/hello), a funny comment or offer of assistance. The server should not offer a generic
“Can I get you something?” greeting.

 DO be the last to speak. (10-5-First-Last)

In order to test this, remain silent at the end of the interaction and allow the employee to
speak last. Write the parting remark in the comment section of the checklist

 DO show a ‘level of engagement’ when asked about memorabilia, current

promotions or the Hard Rock brand

The server should discuss the memorabilia, restaurant events, music, or other Hard Rock
related information. Ask a question at the end of the meal to give the server ample
opportunity to volunteer information. If you observe other guests and the server discussing
these items, you can answer with your observations and will not need to ask a question

 DO NOT eat, drink, smoke, or chew gum in view of guests

No staff member was observed eating, drinking, smoking or chewing gum

 DO NOT group together and socialize with other staff members in view of the guest
Servers did not gather in the service stations or other areas of the restaurant that were visible to the guest
to chat, but might have congregated to work. Distinguish between working and playing
Checklist of Standards
 DO smile and acknowledge the table within two minutes of them being seated
Within 2 minutes of seating, the employee should establish some form of acknowledgment to show they
are aware of the shopper and making an effort to get to the table.

 DO be the first one to speak, provide your name and welcome the guest
They should speak first (test this) and state their name. At this time, the greeting could also include the
latest food and beverage promotions and specific drink or appetizer promotions – these items are scored
later in the checklist. Example: “Hi folks, welcome to Hard Rock. I’m (XXX) and I’ll be taking care of
you tonight.”

 DO offer to take a drink order

DO NOT ORDER A BEVERAGE, let the server offer a drink. They should market specific beverages or
specialty drinks. Example: “Can I get you started with one of our famous Hurricanes? You get to keep the
glass!”

 DO be knowledgeable of beverage types and recommend premium brands or specialty

beverages
In order to test this, ASK a question. Also, you must order a mixed cocktail containing a
generic liquor – gin/tonic; vodka/oj; rum/coke. If a specialty beverage, or a specialty glass is
promoted, this does count as an upsell. Do not automatically order a specialty beverage
because they already contain a premium liquor.

 DO serve the beverages within 5 minutes

No auctioning, the correct beverage is delivered to the correct person, as ordered, within 5
minutes (Answer should be marked n/a if the Analyst ate at the bar)

 DO offer the guest another drink before the first is finished and is served within four
minutes
You must drink the beverage within ¼ of being empty. At this time, or immediately after, a second
beverage should be offered. You do not need to order the second beverage. Your goal here it to assess
whether they offer the refill

 DO inquire if guest is ready to order when delivering the beverages

Remain silent – that is the key – they should offer to take the order at this time – if not before

 DO suggest a specific appetizer

You know you are going to order one, but don’t order it until they offer!! Example: “My top
recommendation for an appetizer is the Homemade Nachos with Grilled Chicken”

 DO be knowledgeable about food items and be able to answer questions

You MUST ask a question about a menu item (i.e. types of salad dressing, side item choices, ingredients)

 DO ask relevant questions pertaining to the items ordered

Someone in the party should order an item which will require a question – some ideas include (salad
dressing, steak cooking preference, side item choice)

 DO present the guest with a Rock Shop menu and explain what it is when you collect
the EATS menu.

This is a small brochure containing items available in the retail store. The server should
present the menu AND explain what it is. If items are specifically pointed out, make sure to
make note in the comments. Example: “Before we get started I want to show you our latest
Rock Shop menu. This one features our Signature Series Tee…” It is important to note how it
was introduced

 DO serve the starter within 7 minutes (Jumbo Combo in 10 minutes)

Clock this and write the exact amount of time in your comments

 DO serve the main course in ample time after the starter course

Main course was server not too quickly nor to long after the starter was finished. If there was
a delay, was an apology offered?

 DO check back with the guest to make sure everything is ok after each course is
delivered

Should occur two times – within 90 seconds of course delivery

 DO clear and straighten the table following the main course

All unnecessary items are removed from the table and all paper trash must be collected

 DO take the dessert tray to every table and describe each item

Additional needs should be determined after the plates are cleared. Dessert should be offered
and a specific item should be promoted

 DO make sure desserts are served within seven minutes of ordering

Clock this and write the exact amount of time in your comments

 DO remove dessert plates and tidy table when guest has finished dessert

At the end of dessert, the table must be cleared

 DO present the bill within two minutes of request

This is upon request of the check if it is not automatically provided

 DO double check that the bill is accurately totalled

Check the bill carefully to ensure that all items are present AND rung up at the advertised
price.

 DO attempt to sell the All Access Card AND/OR offer to put the total on the card

The All Access program is a paid program, which you will not join. However, the server
should offer to place the check on your card OR ask if you are a member of the All Access
program. This will be reserved for US and European Company-Owned Cafes only

 DO collect the payment within 90 seconds

The server obtained the payment within 90 seconds of the cash/credit card being placed on
the table with receipt

 DO return the change or credit card within 2 minutes

If paying cash, do not provide the exact amount. Either provide a larger bill or a credit card
to determine if the change or receipt is provided in 2 minutes

 DO be the last to speak (thank you, kind comment, invitation to return etc)

In order to test this, remain silent at the end of the interaction and allow the employee to
speak last. Write the parting remark in the comment section of the checklist