Harbor & Hearth, visit 1

Host in a black blazer at the stand; worked alone during the rush.

• Greeted the party within 30 seconds of arrival Pass
• Made eye contact and smiled during the greeting Pass
• Offered to check coats or bags Pass
• Quoted an accurate wait time N/A
• Walked the party to the table at their pace Pass
• Thanked the party and invited them back on the way out Pass

Two bartenders; the evaluator was served by the one on the left well.

• Acknowledged guests at the bar within one minute Pass
• Offered a drink list or made a recommendation Pass

  Recommended a seasonal spritz without being asked.

• Measured every pour Pass
• Kept the bar top clean and dry Pass
• Offered water alongside alcoholic drinks Pass
• Closed out the tab promptly when asked Pass

Server in the back section, carrying five tables.

• Approached the table within two minutes of seating Pass
• Introduced themselves by name Fail

  Introduced only when the evaluator asked.

• Described a special or signature dish Pass
• Asked about allergies or dietary needs Fail

  No question about dietary needs, even with a shared plate.

• Checked back within two bites or two minutes of the entrees Pass
• Cleared plates only once everyone had finished Pass
• Offered dessert or coffee Pass
• Delivered the check within five minutes of the request Pass

Manager seen once at the host stand.

• Visible in the dining room during service Pass
• Stopped by the table to ask about the experience Pass
• Staff in clean, complete uniforms Fail

  Bartender's shirt stained.

• Restrooms clean and stocked Pass
• Resolved a problem without being asked twice N/A