Harbor & Hearth, visit 5

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

• Greeted the party within 30 seconds of arrival Pass

  Greeted the moment the door closed.

• Made eye contact and smiled during the greeting Fail

  Greeting was delivered while looking at the seating chart.

• Offered to check coats or bags N/A
• Quoted an accurate wait time N/A
• Walked the party to the table at their pace Fail

  Host walked well ahead and waited at the table.

• Thanked the party and invited them back on the way out Pass

One bartender on a six-seat bar; busy but composed.

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

  Free-poured two cocktails; glasses looked heavy.

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

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

• Approached the table within two minutes of seating Pass
• Introduced themselves by name Pass
• Described a special or signature dish Pass
• Asked about allergies or dietary needs Fail

  Allergies were not asked about.

• Checked back within two bites or two minutes of the entrees Fail

  Server did not return until clearing.

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

Manager in a dark shirt with a radio, circulating.

• Visible in the dining room during service Pass
• Stopped by the table to ask about the experience Fail

  Manager walked by twice without stopping.

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