Harbor & Hearth, visit 7

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

  Greeted the moment the door closed.

• Made eye contact and smiled during the greeting Pass
• Offered to check coats or bags N/A
• 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

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 worked the patio and the back room.

• Approached the table within two minutes of seating Fail

  Four minutes before the first visit to the table.

• Introduced themselves by name Pass
• Described a special or signature dish Fail

  No special mentioned; menus were dropped and left.

• 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 Fail

  Nine minutes from asking to receiving the check.

Manager in a dark shirt with a radio, circulating.

• 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 Pass

  Manager asked how the meal was and remembered the entree.

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