Solution 02 · Operational standards & F&B
Operational standards & F&B audit
A department-by-department diagnosis: what the guest perceives of the service, what the protocols prescribe, and the real gap between the two.
Dining & F&B
Five domains audited in depth.
Food and beverage is where brand standards are lost fastest: the gaps never show up in the indicators, they show up at the table.
Dining room service
The full sequence from welcome to bill: seating, order taking, coordination at the pass, timing between courses, clearing and farewell.
Room service
Announced and honoured lead times, availability of the menus, presentation on tray or trolley, temperature at the moment of service and collection of the equipment.
Cellar & sommelier practice
Consistency of the wine list with the kitchen, real knowledge of the head sommelier, by-the-glass service, serving temperature, decanting and handling of dissatisfaction.
Hygiene & food safety
Control of both visible and closed areas: cold rooms, production kitchen, display cases, handling practices and product traceability.
Posture & dining room management
Allocation of stations, pre-service briefing, autonomy of the teams, escalation of incidents and consistency between what management says and what service does.
The framework
More than 500 control points, four domains.
Every point is assessed against a written standard, identical from one site to the next, so that results stay comparable over time and between properties.
Accommodation
Arrival, room, housekeeping, overnight stay, departure, post-stay relationship and handling of special requests.
Dining & F&B
Breakfast, restaurant, room service, bar and cellar, from the service protocol to real product knowledge.
Spa & wellness
Welcome, treatment rooms and wet areas, qualification of therapists, continuity of the guest journey, where the property has a spa.
Governance
Close-range management, briefings, consistency between departments, complaint handling and follow-up of brand standards.
Alignment between departments
Chains & collections: holding the same standard everywhere.
Handover protocols between departments
Front office, housekeeping, dining and spa: verification of the information passed from one department to the next, in particular the guest’s special requests.
Consistency of the standard across properties
One identical framework applied at every property, with comparative reporting: structural gaps appear, stylistic differences remain choices.
Follow-up of action plans
Prioritisation of corrections by guest impact, a named owner for each action and a control re-check on critical points.
Deliverables
What management receives at the end of the mission.
- 01Full diagnosis by domain: accommodation, dining and F&B, spa, governance.
- 02Record of the gaps between departments, with time-stamped evidence.
- 03Comparison between sites when several properties are audited.
- 04Action plan prioritised by guest impact, with owners and deadlines.
- 05Debriefing through a presentation to the executive committee, a sent report or our Sassurvey tool, by outlet, region and area.
Frequently asked questions
What directors check before commissioning an F&B audit.
A standard only exists if it is measured.
Describe your property and your operational priorities: we come back to you with a tailored audit scope.