Guest Experience Checklist

Host makes eye contact and greets every party within 30 seconds of arrival, even if mid-task. The 30-second rule is the single biggest driver of first-impression scores on Yelp and Google reviews — silence at the host stand is what guests remember.

Pull the party up in Resy, OpenTable, or SevenRooms and review BNB notes — birthdays, anniversaries, allergies, regulars, dietary restrictions. For walk-ins, quote an honest wait time based on current turn time, not an optimistic one.

Walk at guest pace, not server pace. Seat per the floor plan to balance server sections — dropping a six-top into an already-double-seated section creates a weeded server and a bad ticket time.

Greet the table within 2 minutes of seating — first name, water preference (still / sparkling / tap), and an offer to walk through specials. Tables that go ungreeted past 3 minutes are the top cause of mid-meal complaints.

Recite tonight's features with prices, sourcing, and preparation. Reference the kitchen's 86 list before the table orders — telling a guest after they ordered the branzino that it's eighty-sixed is a comp waiting to happen.

Ask every table directly: 'Any allergies or dietary restrictions I should know about?' Don't rely on the guest to volunteer it. Flag the response on the ticket so the line and expo see it before the cook fires.

Notify the chef de partie and expo verbally — don't rely on the POS allergen flag alone. Line uses dedicated cutting board, hand-changes gloves, and pulls a fresh fry basket if needed. Allergen-aware manager (PCFP or AllerTrain) signs off on the plate at the pass before it leaves the kitchen.

Verbally confirm modifiers, temps, and sides before walking away. Enter into Toast or Square with proper seat numbers and course timing — appetizer, entrée hold, dessert hold — so the kitchen can pace the table.

Bartender pours per recipe spec — well, call, or premium as ordered, with the correct glassware and garnish. Servers carry on a tray, never by the rim. Drink delays past 7 minutes are the most common complaint trigger before food even arrives.

Card anyone who looks under 40 — TIPS / ServSafe Alcohol standard. Refuse service to visibly intoxicated guests; a single over-serve violation can suspend the liquor license. Document any refusal in the manager's shift log.

Food runner uses an auctioneer call at the table — 'Who had the burrata?' is a tell that the server didn't note seat positions. Hot food hot, cold food cold; nothing leaves the pass without expo's approval.

The 2-minute / 2-bite check-in catches a wrong temp or missed modifier before the guest has eaten half the plate. Asking 'how is everything?' from across the room doesn't count — make eye contact, get a real answer.

Manager owns the recovery — refire the dish, comp or void in the POS per the comp policy, and visit the table to apologize. Don't let the server absorb a comp decision; that's how comp percentage runs away from you.

Clear from the right when all guests at a course are done — never reach across an active eater. Reset silver between courses; crumb the table before dessert.

Top off water glasses below half, offer the next pour on a BTG bottle before it empties, and check the bread basket. The 'invisible refill' is the single highest-leverage move on tip percentage.

Salt, pepper, sugar caddy, hot sauce, and any house-specific condiments topped between turns. Wipe and re-set candles, replace soiled napkins, swap stained tablecloths during the turn rather than the next morning.

Verbally describe the dessert menu and digestif options — espresso, cordials, port. The dessert offer raises PPA by $8-15 and is the single largest driver of average check on a full-service ticket.

Guests who wait more than 5 minutes for the check are the ones who write the bad review. Pre-print the check when the table declines dessert and hold it at your station so it's ready the moment they ask.

Run the card on a tableside reader where available; never walk a card out of the guest's sight when it can be avoided. Close the tab in the POS immediately — open tabs at end-of-shift create cash-out variances and tip-pool reconciliation problems.

Walk the party to the door when possible. After the table leaves, log a quick BNB note in Resy or SevenRooms — date, occasion, preferences, allergies, regular-customer flag — so the next visit feels personal.