MHRA Recommended  Criteria

THE TEN AREAS OF ASSESSMENT

1. A MISSION STATEMENT
   The establishment is to prepare a ‘Mission Statement’ clearly declaring their commitment towards the customer.
   This is to be prominently, and professionally displayed in the restaurant.
    
2. QUALITY SERVICE STANDARDS – QSS’s
   The establishment has to prepare a ‘Road Map’ of the service standards the staff have to follow throughout the entire Customer Journey. These will be mainly based on ‘soft-skills.
   The assessments of the Mystery Guest Audit will be based on the QSS’s
    
3. COMPLIANCE WITH MTA AND HEALTH & SAFEFY REGULATIONS
   The establishment will have to have successfully undergone inspections carried out by the MTA, the Occupational Health and Food Safety Regulations, and, Fire and Safety requirements.
    
4. CUSTOMER SURVEYS
   Regular Customer Satisfaction surveys are to be run either by means of a questionnaire or an interview, or both. These are to be discussed and analysed once a month and an action plan prepared.
   A minimum of 20 Q’s are to be completed every week.
   Evidence to be provided as proof of compliance.
    
5. REGISTRATION OF COMPLAINTS
   Complaints, however trivial they may seem, are to be recorded, indicating date and time, table number, full description of complaint and the immediate action taken.
   The complaint is discussed by all concerned within 24 hours and any corrective action taken is to be recorded.
   Evidence is to be provided as proof of compliance.
    
6. THE STAFF HANDBOOK
   Each member of staff will be given a Staff handbook which will include:
   
   1. A short history of the establishment
   2. The operational structure
   3. The establishment’s food concept
   4. Brief explanation of the menu
   5. An overview of its client base
   6. The general rules of behavior expected from each staff member
   7. The service standards
   8. Key Policies and Procedures
    
7. STAFF INDUCTION PROGRAMME
   New members of staff will undergo a brief induction programme which will include:
   
   1. A show-round of the establishment
   2. Formal introduction to both senior and junior staff
   3. An overview of the Staff Handbook.
   4. A Personal Records File will be opened for each employee.
   5. After the first two weeks of employment an assessment interview will take place between the employee and the manager / operator.
   A Personal Records File will be opened for each employee.
   After the first two weeks of employment an assessment interview will take place between the employee and the manager / operator.
    
8. RECIPES AND FOOD PRESENTATION
   Formal recipes will be prepared for all items on the menu accompanied by color photographs illustrating the presentation. These have to be prominently displayed in the kitchen visible for both the kitchen and service staff.
    
9. MYSTERY GUEST AUDIT
   The establishment will undergo a Mystery Guest audit and will have to achieve a minimum rating of 75%.
    
10. THE WEBSITE
    The establishment must have a website following certain basic requirements.