Harbor & Hearth, visit 2

Host with a headset, handling phones and walk-ins.

• 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

Not observed on this visit.

• Acknowledged guests at the bar within one minute N/A
• Offered a drink list or made a recommendation N/A
• Measured every pour N/A
• Kept the bar top clean and dry N/A
• Offered water alongside alcoholic drinks N/A
• Closed out the tab promptly when asked N/A

Server with a notepad, tall, in a long black apron.

• 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

  Walked through the braised short rib with real enthusiasm.

• Asked about allergies or dietary needs Fail

  Allergies were not asked about.

• Checked back within two bites or two minutes of the entrees Pass
• Cleared plates only once everyone had finished Fail

  Plates pulled as soon as the first guest finished.

• Offered dessert or coffee Fail

  Dessert menu only after the evaluator asked.

• Delivered the check within five minutes of the request Pass

Manager seen once at the host stand.

• Visible in the dining room during service Fail

  No manager seen in the dining room during the visit.

• Stopped by the table to ask about the experience Fail

  No table touch from a manager.

• Staff in clean, complete uniforms Pass
• Restrooms clean and stocked Pass
• Resolved a problem without being asked twice Pass