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1 $$$[qpb.ifhworldwide.com ]$$$ Rotana Casual Dining 4 F&B Casual Location: SI Ristorante Saadiyat Rotana SI Ristorante Saadiyat Island, Abu Dhabi, AZ Date: Time: 21:00 Survey Total: 96.32% (157 / 163) General Information (0 / 0) Type of Audit Mystery Shops Survey Type Dining programme Arrival time 21:00 Departure time 23:18 Day of the week Tuesday 0/0 Meal period Dinner Name of the host/hostess Rina Name of waiter Rina/Jayson/Rahul/April Name of manager Not Introduced Name used for the audit Mystery Shopper November 2018 Real Name of the shopper No of Guests Please specify Adults and Kids Pawel Lubinski Two Adults TIP PAID CASH or CREDIT 10 Amount Spent 622 General Remarks SI Ristorante Tuesday, 20th November 2018 Time: 21:00-23:18 Host/Hostess: Rina Waiter/Waitress: Rina/Jayson/Rahul/April Manager: Not Introduced We arrived at Si Ristorante at 21:00, where we were welcomed by a lady (of Filipino descent) and Rina. The lady asked us if we have made a reservation, to which I answered yes and immediately provided her with my details. I also informed her that the reservation was for 20:30 and apologized for the delay. Both the ladies politely smiled and replied that it was not a problem. We were escorted inside the restaurant by Rina. She checked with us that where we would prefer to sit, as the restaurant was not busy at that point. We selected a table of our choice and Rina accompanied us to our table. All the lighting fixtures were slightly dimmed, however, fully illuminated. The modern jazz music which was playing in the background created a nice ambience. We liked the concept of the open kitchen which gave us an insight into Chef s work. Our table was clean and neatly laid out with two side plates and two sets of cutlery, along with olive oil, Balsamic and Salt & Pepper grinder. The chairs were lined up correctly and looked comfortable. Rina assisted my guest with the chair and immediately handed us the Food and Drink s menu. She also recommended and presented us a special Menu depicting Four-course special menu which included two glasses of wine. Menus were clean and without any sort of visible tears or stains. Rina then left the table politely, after wishing us to enjoy the dinner. SI Ristorante Saadiyat Rotana 1

2 At 21:22, Jayson came to our table and introduced himself. He offered us a bottle of water, checking with us if we would like to have still or sparkling water. We decided to have a large bottle of sparkling water with slices of lemon on the side. He even recommended some wine but we needed more time to decide. He then left the table politely, giving us the time to make a decision. Though Jayson made a fine attempt by providing us with recommendations on wine, he did not mention anything about the If you like, you will love concept. While we were perusing the menu, deciding what to order, my guest started feeling cold. We spotted Rina who was passing by and asked her if it would be possible to get a scarf or a blanket. She smiled and politely replied that they do not have it available, however, she would contact the housekeeping and come back at the earliest. A few minutes later, she came back with a pashmina and offered it to my guest. This was a very swift action taken by her and we appreciated her effort. At 21:30, Rahul brought the bottle of water on the service tray along with two clean water glasses and slices of lemon on the side, as we ordered. He opened the bottle of San Pellegrino at our table and poured it for both of us, serving the lady first. He politely left the table after thanking us. Jayson approached our table at 21:33 to take the order. My guest decided to order the 4-course set menu which was earlier recommended by Rina while I ordered from the A la Carte menu. The price for the set menu was AED 250, which included two glasses of wine. When my guest asked Jayson to give her recommendation about the first course, he immediately recommended the Fried Sardines (Frittura d Alici) which my guest gladly accepted. Her pick for the second course was Polipi Affogati (boiled octopus served with tomato sauce) followed by Pan Fried Seabream, Orata Acqua Paza. My order for the starter was a Beef Tartare and I was feeling like having Red meat for my main course as well. I asked Jayson what I should pick and without hesitation, his answer was Ossobuco Milanese which I was happy to order. I curiously asked Jayson about the beef and where was it from to which he said that he would confirm it from the Chef and would get back to me. After noting down my order, he asked us about the wine. I decided to stay with water but my guest wanted to order a full-bodied Red wine which was a part of the set menu. Jayson pointed out the Da Luca Primi which my guest took without any hesitation. Before leaving the table, Jayson gently and clearly confirmed our order. At this point I requested him to bring the Sardines and the tartare together, octopus as a second course and the main courses together, to which he politely obliged and left the table promptly. Jayson was very professional and made sure to note every detail which we mentioned. However, he did not make an attempt to offer us an additional side-order with our meal. Within the next three minutes of placing the order, Rahul arrived with the bottle of wine and a glass. He brought the glass on a tray and placed it on the right side of the lady and then showed her the bottle, while verbally confirming the name of the wine. He poured a small amount of wine for her to taste and after receiving the positive confirmation, he filled the glass of wine appropriately. At 21:41, Jayson brought two side plates and the appropriate cutlery for our courses. The cutlery was clean, without any marks. Jayson then brought for us complimentary rustic bread along with slices of parmesan cheese, green and black olive tapenade at 21:47 and briefly described it. We waited for almost Twenty minutes for the starters and finally at 21:56, these were brought to our table. The Sardines were crispy and Fried until golden; served with tartare and tomato sauce in a nice looking basket. Beef tartare had two pieces of grilled baguette, a small line of mustard and some side of thinly chopped pieces of pickles. Everything was nicely presented on the plate and tasted fresh and delicious. Jayson offered us some freshly ground black pepper which we accepted. At 22:00, he came back, to check on our satisfaction and we confirmed with a positive response. We finished having our starters at 22:12. Rahul came to our table and made the clearance promptly. He immediately provided us with the two sets of fresh cutlery and two side plates in anticipation of our next course. The octopus was then brought to the table momentarily. Octopus was tender, juicy and went well with the tomato sauce which was covering it. Rahul offered us some freshly ground pepper as well and we accepted this too. At 22:22, after noticing that my guest was almost done with her glass of wine, Rahul asked her if she would like to have another glass of Red Wine, which she happily accepted. He also asked if I would like to have some more San Pellegrino but I still had plenty left and so I politely declined. The wine was served to my guest within the next two minutes. He again showed the bottle for my guest to confirm and the poured it into her empty glass in an appropriate manner. We finished having the octopus at 22:26. April cleared away our soiled dishes and cutlery at 22:28. She left us two sets of cutlery for our mains and the main course was brought to our table at 22:30. SI Ristorante Saadiyat Rotana 2/11

3 The Seabream looked very appetising. It was served on a warm plate with all the toppings which were described on the menu. Ossobuco was nicely presented in the warm deep dish plate on the bed of Risotto and beef stock reduction, smeared on the side of the meat. The food tasted delicious and was of a good portion. At 22:38, April came back to check on our satisfaction and she also informed to us that the kitchen would close soon. She politely asked if we would like to order some desserts in advance so that the Chef could have it ready before closing. My guest did not like any dessert selection from the set menu when she was browsing through it. She asked April if it would be possible to have an extra glass of the same Red wine instead. April promised to come back after confirming with the manager. I wanted to order the Aubergine & Dark chocolate mousse as it seemed a dessert worthy to try. Within the next two minutes, April approached our table with a positive response and said that my guest could have a glass of wine instead of dessert. She thanked her for this kind gesture and I placed the order of the chocolate mousse. We finished our mains at 22:45 and April cleared the dishes within a minute. She came back right after to crumb down the table. We did not wait for long as the dessert was brought for us within a minute after the table was wiped. This was brought along with side plates to share and two dessert spoons. The Chocolate mousse was not too sweet, which I enjoyed and I could also have the taste of the aubergine as well. At 22:48, April came back to top up my guest s glass of wine and at the same time she checked with us about our overall experience. She also asked us a couple of questions and engaged with us in a small conversation asking us about our purpose of visit and if we were the residents of U.A.E. Before leaving she asked if we would like to have some tea or coffee. I ordered a double espresso with her, which arrived at 23:04 brought on a tray along with sugar and a biscotti. April again checked on us at 23:09 if everything was fine and I confirmed positively. At the same time, I requested her for the bill which she brought in a clean leather folder within the next two minutes. I was asked about my preferred method of payment and I chose the Credit card. April brought the Credit Card machine moment later. The transaction was carried out swiftly and the payment was generated successfully. The moment after April left, I placed AED 10 as a tip inside the folder. At no point in time were we offered a Rotana Dining Satisfaction survey to fill. We made our exit from the restaurant at 23:18 and April bid a fond farewell to us and extended an invitation to return. The hostess (of Filipino descent) was located at the desk and she also bid us a fond farewell. Areas of Improvement: 1. The staff must offer the guests side-order with their meal. 2. Make sure that the starters are brought to the table in time and if there is a possible delay, the staff must inform the guest. 3. The guest must be addressed with their name in order to make the service more personalized. 4. The Rotana Dining Satisfaction Survey to be offered to each and every guest. Arrival and Seating % (9 / 9) Arrival and Seating comment: There was a hostess and one of our waitresses Rina available at the entrance 1. Was the guest greeted or acknowledged within 30 second upon entering the restaurant? 2. How inviting and welcoming was the greeting at the restaurant? Excellent Good Satisfactory Below Average Unsatisfactory 3. If the guest was kept waiting did the employee acknowledge this and apologise for the delay? 4. Was the guest escorted to the table within 1 minute of greeting at the hostess desk? 5. Did the employee seat the guest at a fully laid table? SI Ristorante Saadiyat Rotana 3/11

4 6. Did employee offer chair assistance? 7. Did employee present a menu upon seating the guest? 8. In the case of a single diner, was a newspaper/reading material offered? Ambience and Atmosphere % (17 / 17) Ambience and Atmosphere comment: The restaurant had a great ambiance, tables and the chairs were clean 9. Was the carpet/tiles clean and free of stains or debris? 10. Were all light fixtures fully illuminated? 11. Was the lighting in the restaurant appropriate for the time of the day? 12. Were all walls clean and free of any chips, scuffs or marks? 13. Were all windows clean and free of any streaks or spots? 14. If there was background music playing in the outlet, was the volume appropriate? 15. Was there at least one fresh floral arrangement present within the restaurant or an arrangement / centerpiece on each table and was it well presented? 16. Were all tables in the restaurant consistently laid? 17. Was the tablecloth / place mats clean, pressed and free of any stains / tears / debris? 18. Was the napkin clean, pressed and free of any stains / tears? (paper serviettes are not acceptable). 19. Were the salt and pepper cruet available, and if so clean and full? 20. Were the table and the chairs steady? 21. Were the table and chair legs free of any scuffs/scratches and were they of matching colour? 22. Was the chair upholstery clean (no crumbs or stains), matching and in good condition? 23. Was the crockery clean, in good repair and matching in pattern? 24. Was the glassware clean, in good repair and matching in pattern? 25. Was correct cutlery used for its intended purpose and was it clean and matching in pattern? Menu, Food and Beverage order 95.45% (21 / 22) SI Ristorante Saadiyat Rotana 4/11

5 Menu, Food and Beverage ordercomment: 26. Was the menu/wine list clean, in good repair and presented in grammatically correct English? 27. Was the Rotana Wine Guide offered to the guest? Yes 28. Were the 'If you like, you will love' concept explained to the guest and were the 'you will love' wines recommended? No 0/1 Though the waiter recommended us wines, we were not explained the 'If you like, you will love concept'. 29. Was the wine/beverage order taken within 2 minutes of the food order? 30. Did the restaurant menu offer a varied selection of dishes (i.e. starters, main courses and desserts)? 31. How proactively did the employee verify the guest beverage preference and offer recommendations? Excellent Good Satisfactory Below Average Unsatisfactory 32. Did the employee have good product knowledge with regard to the food and wines/beverages offered on the menu? Excellent Satisfactory Unsatisfactory 33. Was the employee able to recommend a wine/beverage according to the chosen food? 34. Did the employee approach and greet the guest within 10 minutes of seating to take the food order? 35. Did employee explain any specials of the day where applicable (i.e. soup, fish, etc.) or any items not available? We were offered a special set menu, which was explained to us 36. Was employee able to answer any questions with regard to the menu and its ingredients? 37. Did the employee accommodate any reasonable off menu requests? Excellent Satisfactory Unsatisfactory We asked Rina for the blanket or scarf which she managed to deliver. 38. Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments, etc.)? Active sales/upselling 90.91% (10 / 11) Active sales/upselling comment: Our waiters had good skills in up selling without beign to pushy. 39. Was a pre meal drink offered while seating the guest? Bottle of water was offered right after being seated. 40. Did the employee offer a choice of brand/variety when taking the drink order if there was an opportunity to do so? 41. Did the employee automatically suggest mineral water with the meal? SI Ristorante Saadiyat Rotana 5/11

6 42. Did the employee automatically offer Acqua Panna for Still water and San Pellegrino for Sparkling water? Yes 43. Were the wines in 'you will love' category recommended to the guest after the explanation of the 'if you like, you will love' concept? 44. Did the employee automatically suggest a starter for each guest? 45. Did the employee automatically suggest additional side dishes for the guest? 0/1 The additional side dishes were not offered. 46. Did the employee automatically offer an additional bottle of wine/water upon completion of the first? 47. Did employee offer an additional beverage within 2 minutes of drink being empty? 48. Did the employee automatically offer desserts? 49. Did employee automatically offer coffee/ tea? 50. Did waiter automatically offer another serving of coffee/tea upon completion of the first? 51. Did waiter suggest dessert wine and/or post meal drinks? Service of beverages % (10 / 10) Service of beverages comment: Drink service was quick enough 52. Were the correct drinks order served within 5 minutes of order? 53. Did the employee present the wine bottle clearly showing and describing the label? Yes 54. Did the employee open the wine bottle in front of the guest? 55. Did the waiter offer to taste the wine? Yes 56. Was red wine served at room/appropriate temperature and sparkling/white/rose wine chilled? 57. Was the wine served in an appropriate glass? Yes 58. Did the employee top up the glass as required? 59. Was the wine glass changed if the guest ordered different wine? 60. In the case of a cocktail beverage, was the drink garnished? 61. In the case of a mixed drink, was a straw and stir stick provided? 62. Did the employee supply and place drinks on coaster or cocktail napkin? Yes SI Ristorante Saadiyat Rotana 6/11

7 63. Were the soft drinks pre poured prior to service? 64. Was the empty glass removed from the table after guest's completion? Yes 65. Were drinks served and cleared using a tray? 66. Was a short description of the beverage given to the guest upon service? Yes Bread and butter % (1 / 1) Bread and butter comment: 67. Was there a minimum of 1 type of breads/rolls and butter/dip automatically served or equivalent (i.e. prawn crackers, olive oil etc.)? 68. Was the butter rolled/cut, fresh and well presented (packets allowed due to hygiene regulations)? Starter/Soup 0.00% (0 / 1) Starter/Soup comment: 69. Was the starter served within 15 minutes of order, unless the employee advised of an expected delay due to preparation times? It took 21 minutes for the starters to arrive and no one informed to us of the delay. 0/1 Food % (9 / 9) Food comment: 70. Was the main course served within 15 minutes of the starter being removed unless the employee informed the agent of an expected delay (i.e. due to longer preparation times) or within 30 minutes if no starter was ordered? 71. Did the employee remove side plate, side knife, butter and cruets on completion of main course? 72. Did the employee remove side plates, condiments, cruets etc. upon completion of their meal? 73. Was the food presented in an appealing manner? 74. Did the food directly resemble its description from the restaurant menu? 75. Was the food fresh and of good flavour? 76. Was food served at the correct temperature? 77. Was the composition of the dish balanced and the degree ofcooking/texture appropriate? 78. Were portions of acceptable size? SI Ristorante Saadiyat Rotana 7/11

8 79. Was the food cooked as requested? Service of food % (3 / 3) Service of food comment: 80. Did the employee change cutlery to accompany order? 81. Were all plated items served with as little disruption to the guest as possible? 82. Was a short description of the dish given to the guest upon service? Condiments Condiments comment: 83. Were all appropriate condiments automatically offered (i.e. mint sauce, horseradish, mustard, ketchup)? 84. Were condiments served in appropriate containers (i.e.decanted from the bottle) or in original individual jars? 85. In case, if served in original bottles was the 'Heinz' brand name clearly seen? Dessert/Cheese % (1 / 1) Dessert/Cheese comment: 86. Was dessert served within 10 minutes of order being taken unless the employee informed the guest of an expected delay? Coffee & tea % (6 / 6) Coffee & tea comment: 87. Did the employee clarify the guest's coffee/tea preferences (i.e. Cappuccino, espresso, etc.)? 88. Was coffee & tea served within 5 minutes of order or within 5 minutes of the dessert being cleared? 89. Was cream/ milk offered with the coffee/ tea? 90. Did a selection of petit fours/mints/biscuits accompany the coffee/tea? 91. Did sugar selection include sweetener, white and or brown as required? 92. Was coffee/tea served at correct temperature? Service in general % (16 / 16) SI Ristorante Saadiyat Rotana 8/11

9 Service in general comment: 93. Was the order correct and complete? 94. Were dishes cleared within 3 minutes of all guests finishing their meals? 95. Did the employee crumb down the table (if appropriate)? 96. Did an employee visit the table to ascertain at any point if service was satisfactory? Excellent Good Below average Unsatisfactory 97. Were all tables in the restaurant consistently laid up and promptly cleared when guests depart (i.e. within 10 minutes)? 98. Did the guest feel well served? Excellent Good Below average Unsatisfactory 99. Did the employee create a lasting impression for the guest? Excellent Good Below average Unsatisfactory Accounting bill presentation 75.00% (3 / 4) Accounting bill presentation comment: 100. Was the bill provided within 3 minutes of request? 101. Was the bill presented in a clean bill fold/tray with hotel pen and promotional/ rotana rewards leaflet? 102. Was the bill clearly itemized and correct? 103. Was the Rotana Dining Satisfaction Survey offered after completion of the meal? 0/1 The Rotana Dining Satisfaction Survey was not offered after completion of the meal If the Rotana Dining Satisfaction Survey was offered, was it done in an unbiased manner? Employee(s) behaviour during the service 93.94% (31 / 33) Employee(s) behaviour during the service comment: 105. Did the employee make eye contact and anticipate the guest's needs with service being attentive at all times (i.e. the guest should not have to request/need service at any point)? Excellent Good Satisfactory Below Average Unsatisfactory 106. Did the employees smile and display a genuinely warm, friendly and interested manner? Excellent Good Satisfactory Below Average Unsatisfactory 107. Did the employee refrain from saying 'no' directly. (Refused to find alternative solutions)? Excellent Good Below average Unsatisfactory 108. Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges? SI Ristorante Saadiyat Rotana 9/11

10 109. Was the employee s speech clear and use of English adequate to be fully understood? Excellent Satisfactory Unsatisfactory 110. Was the service organized and professional without being intrusive or repetitive? Excellent Good Satisfactory Below Average Unsatisfactory 111. Did employees respect guest's presence when interacting with each other? Excellent Satisfactory Unsatisfactory 112. Did an employee use the guest's name at least once but not more than three times during each interaction? Excellent Satisfactory Unsatisfactory 2/4 I was addressed by my name only once during the evening Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals? Excellent Good Satisfactory Below Average Unsatisfactory Bar counter area Bar counter area comment: 114. Was the drinks order taken within 3 minutes of seating? 115. Did the employee supply and place drinks on coaster or cocktail napkin? 116. Did waiter automatically offer a bar snack and in the case of shelled nuts or olives, was a pit bowl provided? 117. Did the employee supply serviettes with the bar snacks/drinks? 118. Were the snacks fresh and of good quality? 119. If a beverage menu was provided, was it clean and in good repair? Farewell % (8 / 8) Farewell comment: 120. Was the greeting on departure genuine and warm? Excellent Good Satisfactory Below Average Unsatisfactory 121. Was there a genuine invitation to return from the employee? Excellent Good Satisfactory Below Average Unsatisfactory Overall Experience % (12 / 12) 122. How memorable was your dining experience? Excellent Good Satisfactory Below Average Unsatisfactory SI Ristorante Saadiyat Rotana 10/11

11 123. How was your experience in terms of the beverages and it service? Excellent Satisfactory Unsatisfactory 124. How was your experience in terms of the food and it service? Excellent Satisfactory Unsatisfactory 125. How likely are you to recommend the restaurant to others? Highly Maybe Never Survey Total: 96.32% (157 / 163) Si Ristorante General Remarks.pdf KB SI Ristorante Saadiyat Rotana 11