Appendix J Reference Document.pdf

Appendix J

USMTM Restaurant Services

Reference for Diamond/Star Ratings & Instructions

Directions: Please complete the attached Appendix J Document using the Reference for

Diamond/Star Ratings below.

The diamond/star rating guideline criteria can also be applied to:

1. Appetizers (including “amuse geuele” courses or any other extra which might be introduced during a meal)

2. Soups

3. Salads

4. Main courses

5. Desserts (including “mignardese” and “petits fours”)

To determine the FOOD sub-rating, the evaluation is based on a minimum of three courses.

Objective Diamond/Star Rating Guidelines

ONE

DIAMOND or

STAR

TWO DIAMONDS

or STARS

THREE

DIAMONDS or

STARS

FOUR

DIAMONDS

or STARS

FIVE

DIAMONDS or

STARS

FOOD

Presentation Unadorned and straightforward

Limited use of common garnishes.

Garnish - A decorative, edible accompaniment to finished dishes from appetizers to desserts

Obvious use of complimentary garnishes to enhance overall appeal. No self-service aspects

(buffets, salad bars, etc.).

3D plus precise attention to food placement and design. Creative and artistic use of garnishes to reflect some aspect of the recipe concept.

Selection provides variety in texture, color, substance, theme, and temperature.

4D plus extremely imaginative and exclusive in concept and outstanding in execution. All ingredients are unique to each dish and meticulously integrated with the plate design.

Ingredients Basic, common, palatable including an obvious use of convenience foods.

Common, palatable.

Less evidence of convenience foods.

Limited use of specialty items.

Often reflecting regional market availability. Increased use of specialty items.

Limited evidence of the use of convenience

3D plus frequent use of specialty items.

No evidence of the use of convenience

4D plus predominant use of specialty and exotic items. Often reflects global market availability.

Convenience

Foods - pre-prepared in some manner

(canned, frozen, pre-baked, pre-portioned, individually wrapped, etc.)

Specialty Items -high grades or uncommon varieties of meat, fish, vegetables, fresh herbs, spices, etc.

foods. foods.

Preparation Limited degree of technical skill is evident.

Incorporates limited variety of cooking techniques.

Food typically requires limited preparation and is often prepared in advance.

Moderate degree of technical skill is evident. Increased variety of cooking techniques; less evidence of griddle frying or deep frying. Food typically requires limited preparation, and some foods may be prepared in advance or `a la minute.

Increased degree of technical skill evident.

Variety of cooking techniques may include roasting, baking, stewing, steaming, grilling, pan-frying, or wood smoking. Increasingly refined techniques such as poaching, sautéing, hot and cold smoking, patés, and molds. Most main course foods are prepared `a la minute.

3D plus advanced degree of technical skill is evident throughout.

Complex cooking techniques often require the efforts of a series of skilled chefs to facilitate the efficient execution of `a la minute for virtually every ingredient used in the main course offerings. Those items not prepared in-house will be purchased through specialty purveyors.

4D plus execution of all methods is flawless and meticulous. All menu items are prepared from scratch in-house.

With the exception of classic dishes, food is prepared in a manner that is highly imaginative and adventurous.

SERVICE

Reservations/

Telephone

Assistance

Typically not accepted.

Telephone inquiries are handled appropriately with limited information provided.

Sometimes accepted;

restrictions may apply for groups or large parties.

Telephone inquiries are handled appropriately, offering additional information about the establishment

Accepted without restrictions. Telephone inquiries are handled appropriately, offering additional information about the establishment (hours of operation, smoking status, directions, answers to specific

3D plus answers telephone promptly, displaying a high degree of telephone etiquette.

Reviews information for

4D plus addresses guest appropriately by name. Will call to reconfirm or will provide written confirmation.

(hours of operation, smoking status, directions, answers to general menu questions, etc.).

menu questions, etc.).

Telephone attendant prompts the guest for basic information such as time, date, number of guests, and smoking or non-smoking preference.

accuracy.

Thanks guest for calling.

Initial

Greeting

No greeting or limited greeting at entrance

Acknowledgement of arrival is prompt, polite, and friendly.

Advised of expected waiting time as appropriate.

2D plus greeting by full-time host/hostess.

Offers a seat in waiting area if seating is delayed.

3D plus refined greeting by maêtre d'.

Personal assistance provided as appropriate.

Refinement -elegance, politeness, polish, good manners, suavity, grace, tact, cultivation, civility, affability, taste, fineness, dignity, savoir faire

4D plus addresses guest appropriately by name.

Seating Self-seating Assisted seating provided. Menu presented at time of seating.

Assisted seating managed by host or hostess. Menu and wine list (if available) presented at time of seating. Reservations honored within 10 minutes.

3D plus refined personal assistance provided. Extra place settings removed if necessary.

Reservations honored within five minutes.

Menus provided at the appropriate time.

4D plus no delay in seating. Table preset per reservation.

Charges from lounge are transferred to dining room without exception.

Addresses guest appropriately by name.

Food and

Beverage

Service

May be self-service. Varied styles and levels of performance.

Limited personal

Limited self-service.

Deliberate and system-oriented service style appropriate to overall theme.

Varied levels of

No self-service.

Deliberate service style appropriate to overall theme but adaptable to guest needs and moods.

Skilled and consistent

3D plus formalized, well-rehearsed with an unconditional desire to be of service; high

4D plus providing a meticulous degree of personal attention and guest awareness;

identifying and anticipating guest attention. performance.

Average level of personal attention.

level of performance.

Evidence of formalized service and desire to be of assistance. Good level of personal attention.

May provide team approach to table service. If wine is available, competent service and knowledge should be evident.

level of personal attention.

Provides a team approach to service, anticipating and responding appropriately to guest needs through vigilant attention to follow-up.

Tableside preparations and other specialized services should be executed with confidence and proficiency.

May provide additional surprise features and/or confections such as "mignardese" or "petits fours."

If wine is available, service should be confident and adept, and menu-specific knowledge should be evident.

needs. Consistently exceeding guest expectations in a seamless manner which is exceptionally efficient, unobtrusive, and polished. "Amuse geuele" course typically served prior to meal as well as a selection of confections such as "mignardese" or

"petits fours" after dinner. Or, may provide alternate surprise features. If wine is available, expert service, knowledge, and advice should be evident.

Payment/

Departure/

Exit

Check presented when meal served.

Pay at cashier

(sometimes prior to eating).

Usually cashier thanks guest.

Check presented after meal or upon request. Server handles settlement of check and thanks guest.

2D plus check presented on a plate, in a folder, or on a tray. Greeter also acknowledges guest's departure.

Server anticipates when guest wants check or presents it upon request. Clear, legible, and well-itemized check presented in a folder.

Check presentation consistent with décor and

4D plus use of guest's name in the acknowledgements theme; typically accompanied by some form of complement such as specialty candy.

Server quickly and discreetly handles settlement of check. Server and maëtre d' acknowledge guest's departure.

DÉCOR &

AMBIANCE

Entrance/Foyer No distinct separation between entrance and dining areas; no reception stand

Distinct separation between reception and dining areas;

may have staffed reception stand

2D plus continuously staffed reception stand; may have coat check area

3D plus upscale appointments;

secured coat check area as required

4D plus luxurious appointments

Waiting Area and/or Lounge

Not typically seen

May have small waiting area or stool bar

Waiting area and/or upscale lounge which is large enough to accommodate all waiting guests

Upscale lounge separate from entrance area

Luxurious lounge separate from entrance area

Design

Elements

Basic, functional, operational

1D plus coordinated theme throughout

(not plain)

2D plus noticeably distinct and high quality interior design;

theme, colors, fabrics, textures, lighting, etc., are well-coordinated throughout the restaurant

3D plus high level of refinement is evident, achieving a sophisticated atmosphere;

upscale equipment and materials of the highest caliber;

fresh flowers and plants often integrated into the theme

4D plus meticulous attention to all décor elements, achieving an extraordinary effect

Printed

Materials

(Menu/Wine

List/etc.)

Basic, legible presentation

1D plus noticeable enhancements;

menus often coated or covered with plastic

2D plus menus sometimes presented in a folder or may be coated or covered with plastic providing an

First-class formal presentation; no plastic cover or coating on

4D plus exclusive enhancements to all elements of print, layout, and descriptions innovative visual impact menus

Table/Covers/

Napery

Uncovered tables, paper place mats, paper napkins

May have uncovered tables, paper place mats and napkins at lunch; may incorporate cloth napkins and table covers such as paper, vinyl, polyester blends (that appear less absorbent)

Appropriately sized cloth table covers, mats or runners, cloth napkins. If uncovered, table surfaces should be quality finished such as granite, marble, fine wood, etc.

3D plus tables are padded or silencers used

4D plus luxury quality linen

Dishware Washable (may be mismatched) and/or disposable

Washable (may be mismatched) - no plastic or disposable

High quality, matched/coordinated and appropriate pieces for menu offerings and condiments

3D plus finest quality

4D plus utilization of varied and unique pieces as part of the overall food presentation

Cutlery Washable (may be mismatched) and/or disposable

Washable (may be mismatched) - no plastic or disposable

High quality, matched/coordinated and appropriate pieces for menu offerings;

heavier grade stainless steel

3D plus highly-polished stainless steel with upscale design elements

Highly polished, silver plated

Glassware Washable (may be mismatched) and/or disposable

Washable (may be mismatched) - no plastic or disposable

High quality, matched/coordinated and appropriate pieces for beverage offerings

3D plus fine glass (table settings only);

spotless

4D plus fine glass throughout

Chairs/Stools/

Benches

Simple, functional, sturdy

1D plus padded seats

2D plus coordinated fabric coverings and upscale design

3D plus upholstered seats; thick padding, may have arms

(suitable for leisurely dining experiences)

Fully-upholstered seats incorporating fine fabric coverings; highest degree of comfort and appearance

Table Setting

Enhancements

Limited; often, not typically seen

Average appeal, such as hurricane lamps, artificial flowers, children's games, menu flyers, etc. Utensils may be rolled up in napkins.

Candles, silk flowers, fresh flowers, decorative napkin folds; utensils and glassware are preset, ready for use, providing an elegant appeal

3D plus show plate providing a first-class appeal

4D plus table is preset as per reservation

Subjective Diamond Rating Guidelines

FOOD

1.) Breads If not available, consideration is given as to whether it is appropriate for the cuisine or the meal. If bread is provided, the quality generally increases through the rating levels, from simple processed breads to creative and imaginative offerings made in-house.

2.) Condiments Such as relishes, mustard, ketchup, vinegar, salt, pepper, sugar, artificial sweeteners, butter, cream, etc.

3.) Complements Such as "amuse geuele," "mignardese," and/or "petits fours." Typically seen at four and five diamond level.

4.) Taste When evaluating taste, consideration is given to the following questions: Are all the ingredients noted on the menu included? Do they complement each other or are they conflicting? Is the dish appropriately seasoned, acidic, bitter, or sour? Do the sauces complement or conflict with the food? Do the flavors match expectations?

5.) Temperature Is the temperature of the food appropriate (hot food hot; cold food cold)?

6.) Variety The degree to which variety affects a rating is extremely subjective in nature. It depends on such factors as a diner's expectations, quality of existing items and the restaurant concept.

7.) Beverages As ratings increase, generally the quality and variety of beverages improves.

Custom dictates if water is poured automatically or on request. Higher ratings typically offer both sparkling and still bottled water. If alcoholic beverages are not provided or are limited, consideration is given to prevailing laws, restaurant concept and regional competition. At a rating of three diamond and above, wine lists should offer wines with varying degrees of complexity, price range, availability and production style.

8.) Value Consideration is given to location, décor, service and food. Is the cost of the experience justified?

SERVICE

1.)Congeniality Cordial in all areas; level is more refined as rating increases

2.) Timeliness All areas and rating levels

3.) Attentiveness All areas; the higher the rating, the more attention to detail expected

4.) Knowledge Answer questions about food and beverage offerings in their restaurant? How efficient and polished is the delivery of this information?

5.) Ability/Willingness to Honor Special

Requests

Alterations to menu items for reasons of taste, preference, or health concerns;

arrange for other special needs

6.) Grooming/

Deportment

All areas and ratings levels; the higher the rating, the more impeccable the appearance of the staff

7.) Valet Parking Expected at four and five diamond

8.) Credit Card Expected at three diamond and higher

DÉCOR &

AMBIANCE

1.) Exterior Architecture, location, landscaping, parking

2.) Traffic Flow Movement of guests and staff in/out/throughout facility

3.) Table Spacing Placement of tables allows for easy entry/egress, access by servers, and suitable privacy

4.) Temperature and

Ventilation

Comfortable temperature, well-ventilated

5.) Illumination Appropriate to theme and reading of menu

6.) Noise Level/ Music/

Entertainment

Appropriate to theme; able to maintain conversation as desired or expected

7.) Capacity/

Occupancy

Consideration will be given to the level of occupancy in relation to a facility's capacity

8.) Restrooms Appropriate to theme; ease of access; adequate facilities; clean, well-attended, and well-supplied