Harbor & Hearth, visit 3

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

• Greeted the party within 30 seconds of arrival Pass

  Greeted the moment the door closed.

• Made eye contact and smiled during the greeting Pass
• Offered to check coats or bags Pass
• Quoted an accurate wait time Pass
• Walked the party to the table at their pace Pass
• Thanked the party and invited them back on the way out Pass

Bartender in a denim apron, also making drinks for the dining room.

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

  Waited about eight minutes to close out.

Server worked the patio and the back room.

• 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 Pass
• 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 Pass

  Replaced an overcooked steak within minutes, no fuss.