Counter Service Analysis | Hub of Hospitality

This questionnaire is the foundation of your business profile, and therefore of the training we build for you. Take your time: the sharper the answers, the more focused the training.

Basic details

For your business profile.

Business name

Contact person

Email address

Direction

This sets the focus of the whole training.

What matters most to you?

Loyalty: guests who come backVolume: maximum throughputA mix of both

What do you already notice in guest behavior that supports or works against this?

Do you recognize returning guests, and is there a loyalty program?

Identity

What does your business stand for?

In one or two sentences, as you would explain it to a guest.

Describe your guests

Who is in front of the counter right now? Think of age, group size, occasion and what they come for.

What should a guest never experience here?

The four guest moments, today

How does each moment work right now?

Welcome

Ordering

How do guests decide what to order?

Do you actively suggest extras at the till, and do you measure it?

Service and handover

Waiting time and queues

Time from ordering to receiving, at peak moments.

The dining area

Without table service, this is where hospitality easily gets lost.

Farewell

The last thing a guest experiences determines how the whole visit is remembered. Take this moment seriously.

Business-specific processes

Think of service standards a guest does not notice right away, but that make the difference. For example: always calling the guest by name when the order is ready.

Which service standards do you apply that make a difference for the guest?

Which of these standards sometimes go wrong or get forgotten?

Are takeaway and delivery orders checked before they leave?

Figures

For the baseline measurement. Estimate if you do not have the exact number at hand.

Average spend per guest

Tip percentage

Average number of guests per day

Over the last 3 months.

Average review score

Average of Google and Tripadvisor.

Split between dine-in, takeaway and delivery

A rough estimate in percentages.

Practical

Number of employees

Who does what at peak moments?

Think of till, preparation and handover.

Experience level of the team

Mostly newMixedMostly experienced

Is there a house style in place?

YesIn developmentNo

Are there job descriptions in place?

YesNo, but we need themNo, no need for them

Preferred moment for the shadow observation

✓

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