4Star

Information

4-Star Operations Inspection
Store #
Restaurant Name
Conducted on
Inspected by
Location

Exterior / Entryway / Foyer

Cleanliness

Marquee reader board in good repair, message accurate (see planogram).
Building exterior well maintained -- painting, eaves, etc. Partial points for minor painting or repairs needed.
Banners in good repair. Banner should be tight and easy to read. No rips or fraying.
Grease bins clean and closed, ground free of grease.
All window signs and stickers in good repair and applied correctly, including handicap signs and hours of operation (ensure hours are accurate). Groups Certification sticker on front doors. No unauthorized stickers present. Partial points given for no more than 1 minor correction needed.
The Guest Comments plaque (800 number) is located near the exit door. It should be in good condition and easily spotted by guests as they exit the restaurant.
All front doors clean and in good repair. No scratches or chipped paint, door sweeps present and in good repair, thresholds clean. Windows clean and maintained throughout the day, with no smudges or fingerprints. Partial points for minor smudges.
Entry/Foyer NCO, floor clean and in good repair. Vending machines clean, stocked, and in good repair.
Entry/Foyer Walls Clean. Pictures dusted & neat.
Entry/Foyer ceiling and vents clean, dust free. All lighting is working, with correct bulbs.
Crew smoking only in designated area. Urns / smoker's post in good condition
Rooftop is clean and free of debris. HVAC vents & filters are well maintained, free of debris, labeled and dated. Partial points for minimal debris or needed maintenance of HVAC equipment.
Back door and building rear exterior clean and not worn.
Dumpster pad and dumpsters clean and in good repair. Dumpster lids closed. Dumpster gates in good repair. Partial points for minor repairs needed.
Boiler rooms, Electrical rooms, and any external storage rooms NCO (Neat, Clean & Organized) & locked. Not used as a storage area, with no boxes or flammable materials stored inside. Free of debris, with no leaks or anything stored on the floor.
Exterior lights, signs & neons working 100% and well maintained. Partial points given for no more than 1 burned out bulb and minor repairs needed.
Perimeter checks evident before opening. Managers systematically check the perimeter of the building 2-3 times per shift, looking for trash and security issues.
Parking Lot & Landscaping: Striping maintained with no repairs needed, curb stops in good repair, lot free of gum, cigarette butts, other litter, and oil spots. Landscaping kept up, no trash, no weeds, no debris or dead foliage, includes seasonal color. Partial points given for less than 3 pieces of micro trash or minimal weeds, minimal oil buildup, minor repairs needed or minimal debris.
Sidewalks clean with no gum caps. Curbs & sidewalks in good repair: No chips, cracks, weeds. Partial points given for minimal cracks, chips, weeds, or no more than 2 gum caps.

Service

Handicap parking signs in place & area marked. Signs clearly visible and spaces correctly marked with appropriate paint.
All employees park in designated location, allowing guest access to all convenient parking spaces.

Cashier

Cleanliness

All POP in place according to "Plan-o-gram" (Print from BNET). Sign stanchions clean and in good repair with current POP. No handwritten or unauthorized signs visible.
Crave Connection enrollment box present, clean and in good repair.
Floor area at cash stand is clean. No dirt buildup. Partial points awarded for minor detail needed.
Cash stand NCO, only authorized signage present. Registers, printers, credit card terminals, and change machines are clean and in good working order.

Service

Dinner Cashier Name
Cashier in clean, proper uniform with a SMILE, exemplifying "Real people, real connections."
Cashier stays in close proximity to cashier stand and is able to greet guests as soon as they approach the cashier stand.
Cashiers follows beverage scripting and suggestive sells beverages.
Guest order is taken and accurately entered into the POS.
Reservation slip is filled out correctly, with number of beverages filled in. Marker must be used (no pens).
Cashiers follow correct procedure for ringing up seniors. Only rung in upon request, ID is politely requested if age is not easily apparent.
Red Glasses available and procedure followed. Not immediately in guest view (If possible).
Phone answered in less than 3 rings with a friendly greeting. Cashier identifies her/himself by name and mentions restaurant location (call restaurant to validate).
Cash transactions handled properly -- bills left on drawer until change is given, large bills dropped immediately.
Credit transactions handled correctly. Guests should not be asked if they would like cash back for a tip.
Cashier staying productive during slow periods, but remaining aware of guests entering the restaurant and guests' needs.
Cashier is not storing any personal belongings (bag, cell phone, etc.) at cash stand.
Two registers available for use throughout the day.
Receipt legible and correct message is present.
Lunch Cashier Name
Cashier in clean, proper uniform with a SMILE, exemplifying "Real people, real connections."
Cashier stays in close proximity to cashier stand and is able to greet guests as soon as they approach the cashier stand.
Cashier follows beverage scripting and suggestive sells beverages.
Guest order is taken and accurately entered into the POS.
Reservation slip is filled out correctly, with number of beverages filled in. Marker must be used (no pens).
Cashiers follow correct procedure for ringing up seniors. Only rung in upon request, ID is politely requested if age is not easily apparent.
Red Glasses available and procedure followed. Not immediately in guest view (If possible).
Phone answered in less than 3 rings with a friendly greeting. Cashier identifies her/himself by name and mentions restaurant location (call restaurant to validate).
Cash transactions handled properly -- bills left on drawer until change is given, large bills dropped immediately.
Credit transactions handled correctly. Guests should not be asked if they would like cash back for a tip.
Cashier staying productive during slow periods, but remaining aware of guests entering the restaurant and guests' needs.
Cashier is not storing any personal belongings (bag, cell phone, etc.) at cash stand.

Hospitality

Dinner Cashier Name
Eye contact is made with every guest. Guest is recognized and greeted immediately upon entering the restaurant. Guest is "Welcomed like a friend in your own home" (not simply asked, "How many?")
"First time guest" program is in use. Special reservation slip in use. Tour given to first time guest. Each guest is either recognized as a returning guest, or asked if they've dined with us before. 10 point penalty if guest is not asked.
Cashier sincerely thanks the guests before they leave the cashier area.
Guests in-person are a priority over guests on the phone.
Lunch Cashier Name
Eye contact is made with every guest. Guest is recognized and greeted immediately upon entering the restaurant. Guest is "Welcomed like a friend in your own home" (not simply asked, "How many?")
"First time guest" program is in use. Special reservation slip in use. Tour given to first time guest. Each guest is either recognized as a returning guest, or asked if they've dined with us before. 10 point penalty if guest is not asked.
Cashier sincerely thanks the guests before they leave the cashier area.
Guests in-person are a priority over guests on the phone.