Module Assignment
Hospitality Operations
Part C
PBL group Name: IH1HOPI
Niels de Boer 299456
Tutor: Mr. Rowson
Stenden University of applied Sciences
January, 2015
, Part C: Quality Audit | Niels de Boer 299456
Table of Contents
Quality audit ............................................................................................................................................. 3
Control checklist ................................................................................................................................... 3
Individual experience report ................................................................................................................ 4
References................................................................................................................................................ 6
Classes .................................................................................................................................................. 6
Bibliography ............................................................................................................................................. 6
2
, Part C: Quality Audit | Niels de Boer 299456
Quality audit
The value of quality means to me meeting the standards that I think that are important. Which
means; good service, no mistakes made by the kitchen & restaurant, good taste of the food, and the
price is good in relation with the quality.
Control checklist
Welcome Measurement instrument rating
Recognition of guests 5 system:
Table place 5
1. Bad
Professional language 4
2. Below acceptable
Professional behavior 4 3. Acceptable
4. Good
Service 5. Perfect
Waiting time order 2
Recognition empty glass/plate 3
Waiting time menu 5
Way of serving drinks 3
Way of serving
food 2
Temperature of drinks 5
Food/ menu knowledge 3
Professional behavior at table 4
Overall professional behavior 2
Professional language 3
Taking out plates 2
Food
Temperature 4
Presentation 4
Waiting time food 4
Taste 4
Billing
Waiting time for bill 4
Professional behavior 3
Professional language 2
3
, Part C: Quality Audit | Niels de Boer 299456
Individual experience report
This instrument has been chosen because we looked at all the steps the staff made while we were
visiting the Restaurant. The following steps were monitored; Welcome, Service, Food and Billing.
These were the four main acts of the staff.
Welcome
When we entered the lobby we were immediately recognized by the staff, we were an hour too early
but it was no problem at all. After that they asked us if they could take our coats and bags, but the PI
that walked us to the Restaurant didn`t seem too friendly and she even seemed a bit cantankerous.
When we walked into the Restaurant the staff asked us were we wanted to have a seat, which was
really nice, and we were quite pleased so far.
Service
When one of our group members needed to get something from her house they were professionally
with asking us if we wanted to wait for her with the menu. In the meantime we got the appetizers,
and even got a refill for the chips. When our group member came back, and there was still enough
chips left, they brought us even more ‘because of the waiting’. We thought that it should’ve been
some bribe because there was still enough chips and bread, and you shouldn’t even get a refill.
When we ordered it took a long time before we got our food, even though the restaurant was almost
empty. While we were waiting for our food we noticed almost no staff, because they were all
standing in the back of the restaurant were we couldn’t see them. We ordered another drink, and
just as last time, my drink was already poured in and the left over bottle was set next to the glass,
while the drinks of my group members were poured at the table.
Food Chosen dishes/drinks:
When the food finally arrived, and we started to eat, I Appetizer
o Paprika chips
noticed there was a lack of salt and pepper on my dish.
o Bread with butter
Even worse was that there was no salt & pepper provided Main course
on the table. There was also no staff to ask it to. The toast o Uitsmijter
ham/cheese
underneath the egg was too hard. We expected to have
Drinks
good tasting food and service were we could ask the o Two times appel
service the questions we had. juice
4
Hospitality Operations
Part C
PBL group Name: IH1HOPI
Niels de Boer 299456
Tutor: Mr. Rowson
Stenden University of applied Sciences
January, 2015
, Part C: Quality Audit | Niels de Boer 299456
Table of Contents
Quality audit ............................................................................................................................................. 3
Control checklist ................................................................................................................................... 3
Individual experience report ................................................................................................................ 4
References................................................................................................................................................ 6
Classes .................................................................................................................................................. 6
Bibliography ............................................................................................................................................. 6
2
, Part C: Quality Audit | Niels de Boer 299456
Quality audit
The value of quality means to me meeting the standards that I think that are important. Which
means; good service, no mistakes made by the kitchen & restaurant, good taste of the food, and the
price is good in relation with the quality.
Control checklist
Welcome Measurement instrument rating
Recognition of guests 5 system:
Table place 5
1. Bad
Professional language 4
2. Below acceptable
Professional behavior 4 3. Acceptable
4. Good
Service 5. Perfect
Waiting time order 2
Recognition empty glass/plate 3
Waiting time menu 5
Way of serving drinks 3
Way of serving
food 2
Temperature of drinks 5
Food/ menu knowledge 3
Professional behavior at table 4
Overall professional behavior 2
Professional language 3
Taking out plates 2
Food
Temperature 4
Presentation 4
Waiting time food 4
Taste 4
Billing
Waiting time for bill 4
Professional behavior 3
Professional language 2
3
, Part C: Quality Audit | Niels de Boer 299456
Individual experience report
This instrument has been chosen because we looked at all the steps the staff made while we were
visiting the Restaurant. The following steps were monitored; Welcome, Service, Food and Billing.
These were the four main acts of the staff.
Welcome
When we entered the lobby we were immediately recognized by the staff, we were an hour too early
but it was no problem at all. After that they asked us if they could take our coats and bags, but the PI
that walked us to the Restaurant didn`t seem too friendly and she even seemed a bit cantankerous.
When we walked into the Restaurant the staff asked us were we wanted to have a seat, which was
really nice, and we were quite pleased so far.
Service
When one of our group members needed to get something from her house they were professionally
with asking us if we wanted to wait for her with the menu. In the meantime we got the appetizers,
and even got a refill for the chips. When our group member came back, and there was still enough
chips left, they brought us even more ‘because of the waiting’. We thought that it should’ve been
some bribe because there was still enough chips and bread, and you shouldn’t even get a refill.
When we ordered it took a long time before we got our food, even though the restaurant was almost
empty. While we were waiting for our food we noticed almost no staff, because they were all
standing in the back of the restaurant were we couldn’t see them. We ordered another drink, and
just as last time, my drink was already poured in and the left over bottle was set next to the glass,
while the drinks of my group members were poured at the table.
Food Chosen dishes/drinks:
When the food finally arrived, and we started to eat, I Appetizer
o Paprika chips
noticed there was a lack of salt and pepper on my dish.
o Bread with butter
Even worse was that there was no salt & pepper provided Main course
on the table. There was also no staff to ask it to. The toast o Uitsmijter
ham/cheese
underneath the egg was too hard. We expected to have
Drinks
good tasting food and service were we could ask the o Two times appel
service the questions we had. juice
4
