Professional Documents
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Macayo's Mexican Kitchen - Restaurant Evaluation
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Location: 101 Scottsdale 11107 N. Scottsdale Road, Scottsdale, AZ 85254
Date: 1/20/2015 Survey Total: 73.64% (81 / 110)
Time: 6:15 PM
Executive Summary
Jo answered the phone after a delay and provided an answer to the evaluator's question, but was not warm or friendly and seemed
rushed. The hosts did not acknowledge the evaluator and guest as they waited in line, but provided prompt seating. Menus were
placed on the table and promotional items were not mentioned. A sincere farewell greeting was provided upon departure. Chris
provided prompt service at the bar but did not offer a refill until after a drink was empty. Bar standards were observed to be
followed. Renee provided service at the table and did not make suggestions, but provided menu details on request. The appetizer was
slightly delayed and was not cleared before the entrees were served. A manager was observed and was friendly and smiled as he
interacted with guests, but he did not interact with the evaluator. The restaurant needed attention in several areas, including the
entry area, dining room, and restroom. Menu items generally met or exceeded expectations, but the appetizer was served warm
rather than hot. The evaluator would return to the restaurant and would recommend it to others.
Assignment Details -
Evaluation Date
20/01/2015
Arrival Time
18:15:00
Departure Time
19:45:00
Host Name/Description
Manager Name/Description
Order/Check #
30024
Reimbursement Amount51.98
Telephone 40.00% (2 / 5)
Phone was answered within 3 rings. No 0/1
Employee asked if the reservation was for a special occasion or if guests had any special needs/requests, such as highchairs. N/A
Comment: no reservation
Comment: no smile
Comment: no hold
Narrative
I called Macayo's at 3:50 PM on Tuesday, January 20, 2015 by dialing 4805961181. After six rings, a flat and hurried female voice
answered and said, "Thank you for calling Macayo's in Scottsdale." She introduced herself as Jo (sp?) and asked how she could help
me. I asked if the restaurant was handicapped accessible. Jo paused for approximately eight seconds and then replied with some
uncertainty that there was a handicapped section. I thanked her and she said, "You are welcome. Bye." I said goodbye and we hung
up.
Jo seemed distracted and rushed, and I was not left with a favorable impression of the restaurant.
Reception 66.67% (6 / 9)
Guest greeted at podium with a smile and welcome. Yes 1/1
0/1
Guest acknowledged with smile/gesture if you were in line. No
Comment: no acknowledgement
Host maintained eye contact while speaking with guest. Yes 1/1
If there was a wait, actual time falls within the timeframe quoted by host. N/A
Comment: no wait
Menus were handed to each guest once all were seated. No 0/1
Were you advised of the presence of stairs or other obstacles before approaching them? N/A
Comment: no obstacles
Hosts attentions were focused on guests, rather than personal conversations. Yes 1/1
Comment: server #2
Narrative
My guest and I approached the podium at Macayo's just after 6:35 PM on Tuesday, January 20, 2015. There were two other groups
of guests in line in front of us. I observed two hosts, host #1 (Female 5'1", long black hair in ponytail) and host #2 (Female 5'3",
curly black hair in ponytail) seating guests. Guests waiting in line, including my guest and me, were not acknowledged until we were
first in line.
Just before 6:40 PM, my guest and I arrived at the podium. Host #1 approached us, smiled and made eye contact with both of us
and said, "Hi, two for dinner?" I agreed. She marked off a table on the plastic covered paper on the podium and picked up two
menus. She directed us to follow her. Host #1 guided us at a leisurely pace and did not speak to us. Once we sat in the booth, she
placed the menus in front of us. She did not mention any promotional items. She smiled and said, "Enjoy your meal," and departed.
The podium was not completely in view during the entire evaluation. Hosts seemed to be present at all times though.
As my guest and I departed the restaurant at 7:15 PM, host #1 was behind the podium and host #2 was standing near the doorway
leading to the restrooms. Both hosts were speaking to server #2 (Male 6'2", blond hair, curly on top). Neither host spoke to my
guest and me. Server #2 made eye contact with us, smiled, and said, "Bye ladies," and thanked us for coming in.
Comment: Chris
Comment: 2 minutes
Drink was properly prepared: Chilled glass, ice level, etc. Yes 1/1
Another round was suggested when drinks were nearly empty. No 0/1
You were thanked with eye contact when you paid. No 0/1
Comment: no acknowledgment
Asked if guests would be eating at the bar/offered menu (if applicable). Yes 1/1
Comment: no questions
Visited within two minutes of delivery of each course to ascertain satisfaction. N/A
You were billed for all items consumed (unless noted by staff). Yes 1/1
No one behind the bar other than bartender or manager Yes 1/1
Once payment was tendered, check was settled within two minutes. Yes 1/1
Staff member does not ask if cash change is needed but automatically brings change to guest. Yes 1/1
Did not touch face or hair (or washes hands immediately after); hygienic. Yes 1/1
Narrative
My guest and I approached the bar just after 6:15 PM. All seating at the bar was completely taken. We sat at a bar table facing the
bar. The table and table tent was clean and free of food and defects.
One minute later, shortly after 6:15 PM, Chris approached our table and said, "Menus?" We let him know we were going to just
order drinks. I ordered a Coke and then when my guest ordered a Coke with lemon, Chris advised they had Pepsi and asked if that
was okay. My guest agreed.
Chris delivered our soft drinks two minutes later, just before 6:20 PM, and both had lemon wedges although my guest was the only
one who ordered the lemon. The glasses were handled at the base, and there was a good amount of ice.
Chris checked back on us shortly before 6:30 PM, nine minutes after first delivering the drinks, and he saw that my guest's glass was
empty. He asked her if she would like a refill. She agreed.
Three minutes later, Chris returned with the Pepsi with lemon, just after 6:30 PM. I asked him for the check at that time.
Chris returned with the check in a check presenter, and I handed him a $20 bill. He returned correct change and the itemized receipt
two minutes later, shortly before 6:35 PM.
I observed bartender #1 (Male 5'10", salt and pepper hair, mustache) interacting with the ten guests sitting at the bar. He had a
constant smile and gave each guest attention. He kept busy filling orders. I observed him using the ice scoop to put ice in glasses. He
handled the glasses at the bases. I observed him clearing the bar top of empty glasses and dishes in a timely manner.
The cash drawer remained closed between orders being rung up and paid for. No misappropriations of funds were observed.
Server smiled, made eye contact with everyone in party. Yes 1/1
1/1
You were greeted/welcomed (before being asked to order). Yes
Comment: 3 minutes
Comment: 10 minutes
Server did not auto drop check. Offered dessert/asked if ready for check (unless told guest is in a hurry). No 0/1
Comment: 4 minutes
Check was presented in a timely manner and processed within two minutes. Yes 1/1
Server's uniform was clean, pressed; presentation was professional. Yes 1/1
Server enhanced dining experience, anticipated needs. Yes 1/1
Narrative
My guest and I sat down in the booth just after 6:40 PM. Renee approached one minute later, shortly after 6:40 PM, and smiled at
each of us while making eye contact, and said, "Hi. Are you ready to order?" We let her know we needed more time and she said
she would give us a few minutes to look.
Just before 6:45 PM, Renee stopped back by our table to see if we were ready to order. My guest and I agreed that we would like to
order an appetizer. Renee did not offer any suggestions or ask what we were looking at. I ordered the spinach queso dip for a
starter. I asked Renee about the baja sauce. She replied that it was jalapeno cream cheese. She asked if it was in the spinach dip and
if that was why I was asking. I asked if it was spicy, and she said it was not. She asked if we would like a cup or bowl of the spinach
dip, and I opted for a cup. My guest and I each ordered a Pepsi to drink.
Renee delivered the drinks two minutes later, just after 6:45 PM. She handled the glassware correctly.
Ten minutes after ordering, just before 6:55 PM, Renee delivered the appetizer. She also took our entree order and wrote it down
and read it back to us.
Just before 7:10 PM, 15 minutes after ordering, Renee delivered the entrees. She cautioned that my plate was hot and to be careful.
Renee stepped away to refill our drinks, which were empty. She asked if we needed anything else. The appetizer plates were not
cleared.
Two minutes later, my guest flagged down Renee and asked for a side of sauce. Renee brought it back to the table within two
minutes.
Renee did not check on us again while we were eating the entrees. My guest and I had finished eating and pushed our plates to the
sides at 7:25 PM. Renee stopped at our table and asked if we were doing okay. I let her know we were fine and would like to order
dessert. She asked if we wanted togo containers, and my guest and I declined. We ordered dessert just after 7:30 PM. Renee
cleared the table at that time.
Four minutes later, at 7:35 PM, Renee delivered the dessert to the table with two spoons. My guest and I thanked her, and she did
not say anything or smile, but nodded her head in acknowledgement. Renee also placed the check in the check presenter on the
table and departed.
Renee returned to the table just before 7:40 PM and picked up the check presenter with my credit card. Two minutes later, just
after 7:40 PM, Renee returned to the table with the processed payment. I thanked her, and she thanked my guest and me in return.
Side stands and service stations were organized and clean. N/A
Busser made eye contact and specifically asked, "May I?" before clearing items. N/A
Narrative
I observed busser #1 (Male 5'8", short dark hair) clearing a table, near the fireplace, just before 7:20 PM when I went to visit the
restroom. He was quietly and efficiently clearing the table. I did not see him using a tub.
I did not observe any other bussing staff during the evaluation.
All china observed was in good condition with no chips or cracks and appeared to be clean.
Management 60.00% (3 / 5)
Management was engaged with staff at door and/or on the service floor. Yes 1/1
Comment: no complaints
Comment: no interaction
Staff members were not congregating in conversation. Focus was on guests. No 0/1
Narrative
I observed the manager (Male 5'9", brown hair, closely cut beard) in the bar area speaking to a guest shortly before 6:25 PM and
again in the dining room shortly after 6:45 PM speaking to a guest sitting at a table in the middle of the room. He smiled at each of
the two guests he spoke to and maintained eye contact with them. The manager did not speak to me nor did I observe him again in
the restaurant during the rest of the evaluation.
Host #1 and host #2 were congregated near the podium talking to server #2 as my guest and I departed.
Door was in good condition; handle not worn, no fingerprints, scuffs. Yes 1/1
Podium was clean and organized; no backofthe house items visible to guest. Yes 1/1
1/1
Salt & pepper shakers, sugar caddy and table tents clean. Yes
Comment: overflowing
EXTERIOR: Windows: Clean and free of streaks, spots, and cracks N/A
Narrative
The surrounding walkway around the restaurant was free of debris and cigarette butts. The area was well maintained. The door
appeared to be in good condition. The stained glass on either side of the door was beautiful.
The foyer had some small pieces of paper debris on the floor.
The podium was neat and organized with the store map for sitting, a napkin to clean it with, pens, and telephone. No personal items
were observed on the podium.
Both in the bar area and the dining area, there was food debris around several of the tables, although the tables were empty and
guests had departed. The carpets looked to be in good condition and no stains were observed.
The tables set for guests all appeared to be clean. Each had salt and pepper shakers and a caddy of sweeteners on them. They also
had small plates with napkin wrapped utensils at each place setting.
One light bulb appeared to be burned out. It was the second from the left light over the bar top.
All chairs observed to be in good condition and were sturdy. The booth where I sat had rice on it.
I visited the restroom just before 7:20 PM. The stalls were well supplied with toilet paper and toilet seat covers. The vanities were
clean of debris. There were plenty paper towels and the hand soap dispensers were full. The mirror above the vanity was clean and
free of finger prints and water splatters. The restroom was odor free. The waste receptacle was overflowing with paper towels.
Food 88.89% (8 / 9)
0/1
Food was served at correct temperature. No
Menu offerings are diverse; include a range of dishes for a variety of palates. Yes 1/1
Narrative
Overall -
Were staff members friendly? Yes
Narrative
Most staff members were friendly and were seen smiling. Renee offered menu details.
I would recommend this restaurant to someone looking for a menu of varied Mexican offerings. Most of the food was flavorful, and
I would be willing to dine again and try some other dishes, as the menu was quite extensive
The decor was enjoyable with the bright colors. The fireplace in the dining room and on the patio added a nice touch and
contributed to a peaceful ambiance.
The manager was visible in the restaurant twice, briefly. Once he was observed speaking to a bar guest and another speaking to a
guest in the dining room.
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srozas@aol.com
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Reimbursement Amount
51.98