Training
FOH Training Checklist: 27 Standards Every SA Restaurant Should Test Quarterly
A comprehensive checklist for testing front-of-house standards in South African restaurants. From greeting to farewell, these 27 criteria separate good service from great service.
Front-of-house standards are not subjective. They are observable, measurable, and trainable. Here are the 27 criteria we test in every operational audit and mystery diner visit.
Greeting standards: Guest greeted within 60 seconds of arrival. Host makes eye contact and smiles. Host uses guest's name if known. Guest seated within 2 minutes. Menu presented within 30 seconds of seating. Water offered immediately.
Order-taking standards: Server recites specials without prompting. Server asks about dietary requirements. Server suggests a starter or wine pairing. Server repeats order back for accuracy. Server provides accurate timing estimate. Server uses guest's name at least once during interaction.
Service delivery standards: First course arrives within 15 minutes. Courses are cleared before next arrives. Server checks back within 2 minutes of course delivery. Water refilled without prompting. Bread replenished if applicable. Special requests executed accurately.
Recovery standards: When something goes wrong, server apologises immediately. Server offers a specific remedy (not just 'sorry'). Manager visits the table if issue is significant. Guest is not charged for failed item. Follow-up check occurs within 5 minutes of remedy.
Payment and farewell standards: Bill presented within 2 minutes of request. Payment processed efficiently. Server thanks guest by name. Server invites guest to return. Guest escorted to door or acknowledged on departure. Total interaction time feels appropriate (not rushed, not lingering).
Upsell standards: Wine pairing suggested for mains. Dessert or coffee suggested. Higher-margin item suggested when appropriate. Suggestion feels consultative, not pushy. Guest feels informed, not pressured.
Test these 27 standards quarterly. Score each as Pass, Partial, or Fail. Track trends over time. Train on the gaps. Celebrate the wins. This is how service becomes consistent, not accidental.
Download our full FOH Standards Toolkit for detailed scoring rubrics, training scripts, and a manager's implementation guide. Or book an operational audit to have us test your standards for you.
Want the full framework?
Book an operational audit and get the same 40-point framework, profit-leak register, and 30/60/90 action plan we use with every client.
Questions
The honest answers.
How do we test these standards?
Use mystery diner audits, manager spot-checks, or self-assessment during quiet periods. The key is consistency — test the same criteria, the same way, every time.
What if our team fails most standards?
That's valuable data. It means training is needed, not punishment. We design custom training programmes based on exactly which standards are failing and why.