Warm welcome. Food and the bill were slow.

1. 1

   Serve lunch mains within 15 min

   Why: Slow mains mean slower table turns at lunch.

   How: Check tickets at the pass every 5 minutes.

   Head chefDone
2. 2

   Offer dessert or coffee at every table

   Why: ≈ AED 6,000 a month. Russian-speaking tables: offered 0 of 3 times.

   How: Ask once plates are cleared.

   Floor teamDone
3. 3

   Bring the bill within 4 min

   Why: Office guests have meetings — a slow bill is what they remember.

   How: One person owns bills at lunch.

   Shift leadDone

Your team today

Who served you, and how.

• Host

  Door · 12:31

  • Warmth: 5 out of 5
  • Speed: 5 out of 5

  Best: Greeted us in 20 seconds and offered a window table.

• Server

  Window tables · 12:33–13:28

  • Warmth: 5 out of 5
  • Menu knowledge: 5 out of 5
  • Attention: 3 out of 5
  • Selling: 1 out of 5

  Best: Explained the sea bream clearly and checked the pesto with the chef.

  Coach: Offer dessert or coffee when clearing plates. Stop at the table 2 minutes after mains.

• Shift lead

  Floor · 13:18–13:26

  • Attention: 2 out of 5

  Coach: At lunch, scan for raised hands every 2 minutes — the bill came 8 minutes after we asked.

Problems by role and time. Names only in praise, with consent.

What they said

Your POS sees orders, not offers.

1. Went well: Greeting

   “Hi, welcome! Table for two — window or inside?”

2. Went well: Recommendation

   “The sea bream is our best — grilled whole, no butter.”

3. Went well: Allergy questionOur test

   We asked: “Is the pesto nut-free?”

   “Let me check with the chef.” Back in 2 minutes: “It has pine nuts — try the lemon dressing instead.”

4. To fix: After mains

   “Everything okay?” — in passing, without stopping.

   Try“How’s the sea bream? Anything else before your meeting?”

5. To fix: Plates cleared

   Nothing was said.

   Try“Room for our saffron kunafa? It’s ready in 5 minutes. Or a karak to go?”

6. To fix: Bill

   “One sec.” Then 8 minutes.

   Try“Bringing it now — card or cash?”

From the guest’s notes right after the visit. Never recorded.

Same service for every guest?

Your last 12 visits · 3 per guest profile · same mission and test question

• Arabic-speaking

  86

  3 visits

  Greeted

  0:25

  Dessert offered

  3 of 3

  Checked on

  3 of 3

• English-speaking

  85

  3 visits

  Greeted

  0:20

  Dessert offered

  2 of 3

  Checked on

  3 of 3

• Hindi-speaking

  79

  3 visitsWatch

  Greeted

  0:30

  Dessert offered

  2 of 3

  Checked on

  1 of 3

• Russian-speakingThis visit

  76

  3 visitsGap

  Greeted

  1:10

  Dessert offered

  0 of 3

  Checked on

  1 of 3

Watch: Hindi-speaking tables were checked on at 1 of 3 visits.

Profiles describe our guests: the language they speak at the table. Every profile gets the same mission and test question.

Timing

Slowed down at Mains and Bill.

1. On time: Greeted0:20target 0:30
2. On time: Seated2 mintarget 3 min
3. On time: Order taken4 mintarget 5 min
4. Slow: Mains19 mintarget 15 min
5. Slow: Bill, after asking8 mintarget 4 min
6. Slow: Total57 mintarget 50 min

Timed by the guest, including the greeting and the bill after asking: moments your POS never sees.

Since last visit

+8Score 84, up from 76 on 3 Nov

What went well

• Reem (server) explained the menu clearly and kept the table relaxed.

  Share with team

In the guest’s words

“Lovely food and a warm welcome — we just had to chase the bill before our 2 pm call.”

Photos

Illustrative images for this sample. No faces, ever.