Harbor & Hearth, visit 6

Two hosts at the stand; the evaluator was greeted by the one in a gray sweater.

• Greeted the party within 30 seconds of arrival Pass
• Made eye contact and smiled during the greeting Pass
• Offered to check coats or bags N/A
• 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
• Measured every pour Fail

  Free-poured two cocktails; glasses looked heavy.

• Kept the bar top clean and dry Fail

  Rings and a used napkin left in front of the evaluator.

• 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 Fail

  Water was dropped by a busser; server arrived at minute five.

• Introduced themselves by name Fail

  Introduced only when the evaluator asked.

• Described a special or signature dish Fail

  Signature dish not mentioned when the evaluator asked for favorites.

• 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 Pass
• Offered dessert or coffee Pass
• Delivered the check within five minutes of the request Pass

Manager in a suit jacket, mostly near the kitchen door.

• Visible in the dining room during service Fail

  Manager stayed at the pass the whole visit.

• Stopped by the table to ask about the experience Pass

  Manager asked how the meal was and remembered the entree.

• Staff in clean, complete uniforms Pass
• Restrooms clean and stocked Fail

  Paper towels out in the restroom.

• Resolved a problem without being asked twice N/A