模拟营运评估表 - 瑞廊Simulation Critique Form - RUI Lounge

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员工有没有获得客人姓名并至少一次使用姓名称呼客人？Did the employee obtain the guests name and use the callers name at least once during the conversation?

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是否在客人进入餐厅30秒之内问候客人？Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant?

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有没有在一分钟之内迎领客人入座？（如果餐厅满座，能否给客人一个清晰明确的时间给客人提供位置，并在时间内准备好位置？建议酒店内的其他餐厅？）Did the employee seat the guest within 1 minute of their arrival at a fully laid table or if the restaurant was full, communicate how long it would be and then provide the table within 5 minutes of this timeframe or earlier? Recommend other restaurant？

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有没有为客人拉椅让座？Did the employee offer seating assistance and remove covers if necessary?

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是否正确的提供了菜单和酒水单？Did the employee present the menu/wine list ？

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入座两分钟之内有没有服务员表示欢迎和问候？Did an employee greet the guest within 2 minutes of seating?

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服务员是否介绍每日推荐和今日沽清（如果有沽清）Did the employee explain any specials of the day where applicable and/or any items that were not available?

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是否主动建议矿泉水并且询问客人喜好（纯净水或者气泡水）Did the waiter automatically suggest mineral water and ascertain the guests preference (i.e. still/sparkling)?

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是否在提供菜单10分钟之内提供点单服务？Was the food and beverage order taken within 10 minutes of menu being offered?

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员工是否能回答所有关于菜品的问题，包括配料，烹饪方法？是否能提供菜单外的菜品服务？有没有重复及确认点单？Was the employee 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 repeat and confirm the order?

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点酒水五分钟之内有没有提供正确的酒水？是否使用干净整洁的托盘？Was the correct drinks order served within 5 minutes of order? Were drinks served and cleared using a tray?

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第一道菜是否在15分钟之内服务？如果没有在15分钟之内，服务员有没有提前告知菜品需要更长时间制作？Was the starter served within 15 minutes of order, unless the employee advised of an expected delay due to preparation times?

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服务员有没有关注客人及时提供服务，有没有询问续杯或添加酒水？Did the employee keeping a close attention on the items of the table, beverages refill or sell when the glass/cup is at 1/3 full?

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点完咖啡茶之后，是否在五分钟之内提供？有没有根据点单搭配牛奶和糖（白糖、黄糖和怡口糖）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?

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客人用完餐五分钟之内有没有清洁桌面，餐中有没有及时清理脏盘？ Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

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有没有询问客人满意度？Did an employee visit the table to ascertain at any point if service was satisfactory?

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有没有提供正确的账单？取消和增加的东西有没及时操作？Was the bill clearly itemized and correct and was it promptly presented and collected?

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离开的时候有没有真诚的微笑问候，并表示感谢？

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服务中有没有让你感觉不妥的地方？Is there anything uncomfortable during the meal?

建议和意见 What are your comments and suggestions?