Client Onboarding:

Operations and Service Questionnaire

Short answers. If standards do not exist, write “Not established.”

Control and cadence

1) Who runs the shift, and what does “control” look like today?

2) Do you have written steps of service and touchpoints (Yes/No)? If yes, where are they documented?

3) What breaks during peak (handoffs, expo, host stand, bar service, running)?

4) Wait time management: how do you manage quoted waits and pacing?

5) Do you have a comp or buyback program for delayed experiences (Yes/No)? If yes, describe:

6) Top 3 guest complaints or friction points:

7) Top 3 staff complaints or burnout drivers:

8) How are ticket times and turn times tracked and communicated, if at all?

9) Current manager cadence (pre shift, live pacing, post shift recap):

10) What do you want to improve first: speed, consistency, staffing stability, guest experience, profitability?