Title Page
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Site conducted
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Conducted on
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Prepared by
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Location
OPENING MEETING
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Conduct Opening Meeting
CUSTOMER SERVICE
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Customer Service - Greetings – All customers should be greeted in welcoming manner, smile and make appropriate eye contact at all times
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Customer Service - Asking and Recommendation Process – Staff should take initiative on prompt service and able to answer customer’s queries
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Customer Service - Upselling/Suggestive Selling and Promotions - Staff should be introducing promotions to customer, making suggestions, and selling-up
PLANOGRAM
Open Chiller
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Product Availability and Quality
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Planogram - Open Chiller - Availability - Ensure all products are in full range. The level of stock of the items should be maintained as close to the maximum as possible without any out-of-stock.
- Compliant
- Non-Compliant
- N/A
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Planogram - Open Chiller - Availability - Staff placed orders as per the supplier route plan to avoid delays in delivery.
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Planogram - Open Chiller - Availability - Staff ordered all the product ranges.
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Planogram - Open Chiller - Merchandising - The product must be properly arranged, in line with product type groupings as communicated in the planogram documentation provided by F&B
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Planogram - Open Chiller - Merchandising - Staff must arrange properly the items per grouping.
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Planogram - Open Chiller - Merchandising - Staff must observe the "First In First Out" of the items.
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Planogram - Open Chiller - Labelling - Ensure that each and every product on display has an accurate label to adequately communicate the proper product name and price to customers.
Grab & Go
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Product Availability and Quality
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Planogram - Grab & Go - Availability - Ensure all products are in full range. The level of stock of the items should be maintained as close to the maximum as possible without any out-of-stock.
- Compliant
- Non-Compliant
- N/A
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Planogram - Grab & Go - Availability - Staff placed orders as per the supplier route plan to avoid delays in delivery.
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Planogram - Grab & Go - Availability - Staff ordered all the product ranges.
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Planogram - Grab & Go - Merchandising - The product must be properly arranged, in line with product type groupings as communicated in the planogram documentation provided by F&B
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Planogram - Grab & Go - Merchandising - Staff must arrange properly the items per grouping.
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Planogram - Grab & Go - Merchandising - Staff must observe the "First In First Out" of the items.
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Planogram - Grab & Go - Labelling - Ensure that each and every product on display has an accurate label to adequately communicate the proper product name and price to customers.
Bakery Chiller 1
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Product Availability and Quality
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Planogram - Bakery Chiller 1 - Availability - Ensure all products are in full range. The level of stock of the items should be maintained as close to the maximum as possible (2 pieces each) without any out-of-stock.
- Compliant
- Non-Compliant
- N/A
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Planogram - Bakery Chiller 1 - Availability - Staff placed orders as per the supplier route plan to avoid delays in delivery.
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Planogram - Bakery Chiller 1 - Availability - Staff ordered all the product ranges.
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Planogram - Bakery Chiller 1 - Merchandising - The product must be properly arranged, in line with the planogram documentation provided by F&B
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Planogram - Bakery Chiller 1 - Merchandising - Staff must arrange properly the items per grouping.
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Planogram - Bakery Chiller 1 - Merchandising - Staff must observe the "First In First Out" of the items.
Bakery Chiller 2
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Product Availability and Quality
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Is there a Bakery chiller 2?
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Planogram - Bakery Chiller 2 - Availability - Ensure all products are in full range. The level of stock of the items should be maintained as close to the maximum as possible (2 pieces each) without any out-of-stock.
- Compliant
- Non-Compliant
- N/A
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Planogram - Bakery Chiller 2 - Availability - Staff placed orders as per the supplier route plan to avoid delays in delivery.
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Planogram - Bakery Chiller 2 - Availability - Staff ordered all the product ranges.
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Planogram - Bakery Chiller 2 - Merchandising - The product must be properly arranged, in line with the planogram documentation provided by F&B
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Planogram - Bakery Chiller 2 - Merchandising - Staff must arrange properly the items per grouping.
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Planogram - Bakery Chiller 2 - Merchandising - Staff must observe the "First In First Out" of the items.
Ambient Display
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Is there an Ambient Display?
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Planogram - Ambient Display - Availability - Ensure all products are in full range. The level of stock of the items should be maintained as close to the maximum as possible (2 pieces each) without any out-of-stock.
- Compliant
- Non-Compliant
- N/A
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Planogram - Ambient Display - Availability - Staff placed orders as per the supplier route plan to avoid delays in delivery.
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Planogram - Ambient Display - Availability - Staff ordered all the product ranges.
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Planogram - Ambient Display - Merchandising - The product must be properly arranged, in line with the planogram documentation provided by F&B
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Planogram - Ambient Display - Merchandising - Staff must arrange properly the items per grouping.
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Planogram - Ambient Display - Merchandising - Staff must observe the "First In First Out" of the items.
Donut Display
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Happy Donuts Planogram
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Is there a donut display?
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Planogram - Donut Display - Availability - Ensure all products are in full range. The level of stock of the items should be maintained as close to the maximum as possible without any out-of-stock.
- Compliant
- Non-Compliant
- N/A
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Planogram - Donut Display - Availability - Staff placed orders as per the supplier route plan to avoid delays in delivery.
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Planogram - Donut Display - Availability - Staff ordered all the product ranges.
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Planogram - Donut Display - Merchandising - The product must be properly arranged, in line with the planogram documentation provided by F&B
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Planogram - Donut Display - Merchandising - Staff must arrange properly the items per grouping.
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Planogram - Donut Display - Merchandising - Staff must observe the "First In First Out" of the items.
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Branded butter paper is used in donut stand and branded donut boxes are available.
Hotdog Display
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Product Availability and Quality
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Is there a hotdog display on site?
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Planogram - Hotdog Display - Availability - Ensure all products are in full range. The level of stock of the items should be maintained as close to the maximum as possible (at least one hotdog of each variety on griller) without any out-of-stock.
- Compliant
- Non-Compliant
- N/A
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Planogram - Hotdog Display - Availability - Staff placed orders as per the supplier route plan to avoid delays in delivery.
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Planogram - Hotdog Display - Availability - Staff ordered all the product ranges.
LABELING & SHELF LIFE
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Labeling and Shelf life - Open Chiller - Ensure that products on display are within shelf life. Products should have an accurate label to adequately communicate the proper product name and price to customers.
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Labeling and Shelf life - Grab & Go - Ensure that products on display are within shelf life. Products should have an accurate label to adequately communicate the proper product name and price to customers.
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Labeling and Shelf life - Bakery Chiller 1 - Ensure that products on display are within shelf life. Products should have an accurate label to adequately communicate the proper product name and price to customers.
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Labeling and Shelf life - Bakery Chiller 2 - Ensure that products on display are within shelf life. Products should have an accurate label to adequately communicate the proper product name and price to customers.
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Labeling and Shelf life - Ambiant Display - Ensure that products on display are within shelf life. Products should have an accurate label to adequately communicate the proper product name and price to customers.
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Labeling and Shelf life - Donut - Ensure that products on display are within shelf life. Products should have an accurate label to adequately communicate the proper product name and price to customers.
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Labeling and Shelf life - Hotdog Grill - Ensure that barista is following the shelf life of hotdogs in the griller and steamer.
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Labeling and Shelf life - Syrups/Sauces - The syrups and sauces should be within shelf life and not expired. Proper expiry labeling should be done as per SOP.
FOOD SOPs
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Food SOP - Product knowledge - Barista must be able to provide correct product information and should have knowledge about the ingredients of our products.
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Food SOP - Bakery Process - It is important to follow the correct process in the bakery across all stages (storage, thawing, baking, cooling, and display). This affects the taste, appearance, and texture of bakery products.
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Food SOP - Baking Cycle - To maintain freshness and the highest quality of baked products, the baking cycle SOP must be followed. Barista should bake the products based on average sales. There should not be the condition of over-stocking or under-stocking of baked products.
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Food SOP - Hotdogs - Barista must demonstrate a full understanding of hotdog SOPs (conduct practical exercise)
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Food SOP - Hotdogs - Barista must know the correct procedure of the product.
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Food SOP - Hotdogs - Ingredients must be covered with lids and labeled correctly. Expiry labels must be placed.
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Food SOP - Hotdogs - Bread and hotdog are stored / defrosted as per SOP
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Food SOP - Food handling - All food products must be maintained in correct and relevant storage units. Food utensils must be free from rust or any other hazards.
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Food SOP - Food Packaging - Packaging material for food (cups, paper bags, containers, boxes, etc.) must stored in clean and hygienic condition. Packaging material must be free from dust and debris.
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Food SOP - Bakery Equipment - Barista demonstrates appropriate knowledge in operating and cleaning all bakery equipment as per standard SOP and basic troubleshooting.
COFFEE SOPs
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Coffee SOP - Product knowledge - Barista must be knowledgeable about what is specialty coffee, and the difference in coffee beans we use by taste profile, parameters, and origin.
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The barista is knowledgeable about what is speciality coffee.
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Barista can explain well the difference between the beans that we are using by taste profile and origins.
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Coffee SOP - Espresso Calibration - The barista calibrates the machine as per standard parameters, and can do actual espresso calibration. Can follow essential steps for espresso extraction, grinding, leveling, distribution, tamping, polishing (semi-automatic espresso machine)
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Coffee SOP - Espresso Calibration - The barista must calibrate the espresso at the start of every shift to ensure the taste profile consistency of the espresso.
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Coffee SOP - Espresso Calibration - The barista must follow the essential steps before extraction.
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Coffee SOP - Milk Technique - Barista can steam the milk properly using the correct milk jug size to minimize waste, correct milk temperature, and latte art
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Coffee SOP - Milk Technique - Barista can steam properly in the correct amount of milk.
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Coffee SOP - Milk Technique - The barista must steam the milk at the correct milk temperature.
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Coffee SOP - Milk Technique - Barista can do basic latte art such as tulip, rosette, and heart.
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Coffee SOP - Drink Preparation - Barista is knowledgeable in drink preparation as per recipe standard, and operational procedure
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Coffee SOP - Drink Preparation - The barista must prepare the drink as per standard procedure step by step.
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Coffee SOP - Drink Preparation - The barista is familiar with the correct quantity for each beverage.
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Coffee SOP - Iced Tea Standard - Barista must knowledgeable in the preparation of Iced tea
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Coffee SOP - Iced Tea Standard - The barista must prepare the drink as per standard procedure step by step.
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Coffee SOP - Iced Tea Standard - The barista is familiar with the correct quantity for each beverage.
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Coffee SOP - Coffee Equipment - Barista demonstrates appropriate knowledge in operating and cleaning all coffee equipment as per standard SOP and basic troubleshooting.
CLEANING & HOUSEKEEPING (C&HK)
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C&HK - Open Chiller - Maintained in clean and tidy condition. Shelves are properly organized and are free from dirt, and dust.
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C&HK - Grab and Go - Maintained in clean and tidy condition. Shelves are properly organized and are free from dirt, and dust.
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C&HK - Bakery Chiller 1 - Maintained in clean and tidy condition. Glass is free from marks, shelves are free from dirt, dust, and excessive crumbs
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C&HK - Bakery Chiller 2 - Maintained in clean and tidy condition. Glass is free from marks, shelves are free from dirt, dust, and excessive crumbs
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C&HK - Ambient Display - Maintained in clean and tidy condition. Glass is free from marks, shelves are free from dirt, dust, and excessive crumbs
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C&HK - Merry Chef - Maintained in clean and tidy condition. The tray is clean and without damage. The inside of the unit is free from excessive debris.
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C&HK - Bakery Oven (Convoterm / Rational / Piron) - Maintained in clean and tidy condition.The trays are clean and without damage. The inside of the unit is free from excessive debris.
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C&HK - Sandwich Preparation Chiller - Maintained in clean and tidy condition from outside and inside. The containers and lids are clean and tidy. The chiller gasket is clean, fully intact, free from mold, and without damage.
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C&HK - Hotdog Griller & Steamer - Maintained in clean and tidy condition. The rollers are free from sticky food debris.
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C&HK - Food warmer - Maintained in clean and tidy condition. Glass is free from marks, shelves are free from dirt, dust, and excessive crumbs
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C&HK - Donut Stand - Maintained in clean and tidy condition. Glass is free from marks, shelves are free from dirt, and dust
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C&HK - Under-counter Chiller 1 - Maintained in clean and tidy condition. The chiller gasket is clean, fully intact, and without damage. Chiller shelves are properly organized.
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C&HK - Under-counter Chiller 2 - Maintained in clean and tidy condition. The chiller gasket is clean, fully intact, and without damage. Chiller shelves are properly organized.
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C&HK - Semi Automatic Espresso Machine - Barista must clean the machine once a day in the afternoon or as needed. Cleaning records should be maintained.
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C&HK - Semi Automatic Espresso Machine - Last cleaning date/time
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C&HK - Automatic Espresso Machine - Barista must clean the machine once a day in the afternoon or as needed. Cleaning records should be maintained.
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C&HK - Automatic Espresso Machine - Last cleaning date/time
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C&HK - WMF Self-Service Coffee Machine - Barista must clean the self-service machine once a day during the afternoon shift or as needed. Cleaning records should be maintained.
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C&HK - WMF Self-Service Coffee Machine - Last cleaning date/time?
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C&HK - WMF Self-Service Coffee Machine - Cleaning chemicals are available
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C&HK - WMF Self-Service Coffee Machine - Syrup section - must be clean and not sticky to avoid pest presence. Hose pipe must be free from molds.
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C&HK - WMF Self-Service Coffee Machine - Milk section - container clean and hose pipe without blockage
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C&HK - WMF Self-Service Coffee Machine - Self-Service Hopper - free from dust and oil residue
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C&HK - Blender - Maintained in clean and tidy condition.
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C&HK - Karak Kartel - Maintained in clean and tidy condition. Cleaned daily.
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C&HK - Nescafe Machine - Maintained in clean and tidy condition. Cleaned daily.
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C&HK - Dunes Machine - Maintained in clean and tidy condition. Cleaned daily.
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C&HK - Ice Machine - Maintained in clean and tidy condition. Must be free from dust/debris.
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C&HK - Front of the House - Workplace - Ensure that working surfaces are cleaned, tidy, and sanitized. F&B floor area must be clean and free from spillage/debris.
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C&HK - Back of House - Freezer - Maintained in clean and tidy condition. The freezer gasket is clean, fully intact, free from mold, and without damage. Freezer shelves are clean and grease free.
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C&HK - Back of the House - Freezer must organize, be stocked properly, and not be overstocked. The product must be correctly arranged to prevent damaging the items.
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C&HK - Back of House - Chiller - Maintained in clean and tidy condition. The chiller gasket is clean, fully intact, free from mold, and without damage. Chiller shelves are clean and grease free.
PERSONNEL HYGIENE
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Personnel Hygiene - The staff are not eating, smoking, or drinking in the F&B storage or preparation areas.
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Personnel Hygiene - The staff are free from illness and do not work with open injuries such as cuts, sores, or wounds.
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Personnel Hygiene - The staff are wearing a clean and hygienic uniform.
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Personnel Hygiene - The staff are wearing protective hairnet in a proper way (covering ears), gloves, and apron
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Personnel Hygiene - The staff complies with the jewelry policy (not wearing any jewelry, earphones, fake nails, nail polish, and false eyelashes).
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Personnel Hygiene - The staff are wearing face masks as per COVID guidelines.
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Personnel Hygiene - The staff are handling food in a safe manner (with gloves that are clean and in good condition)
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Personnel Hygiene - The staff belongings are not present in the F&B area on preparation surfaces or in storage units.
TEMPERATURE CONTROL
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Temperature Control - Open Chiller - The temperature of the Open chiller should be at <5°C.
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Temperature Control - Bakery Chiller 1 - The temperature of the Bakery chiller should be at <5°C.
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Temperature Control - Bakery Chiller 2 - The temperature of the Bakery chiller should be at <5°C.
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Temperature Control - Under Counter Chiller 1 - The temperature of the Under-counter chiller should be at <5°C.
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Temperature Control - Under Counter Chiller 2 - The temperature of the Under-counter chiller should be at <5°C.
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Temperature Control - Sandwich Preparation Chiller - The temperature of the Sandwich chiller should be at <5°C.
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Temperature Control - BOH Freezer - The temperature of the freezer must be -18°C or below
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Temperature Control - BOH Chiller - The temperature of the chiller should be at <5°C
TOOLS AND EQUIPMENT
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Tools and Equipment - Bakery tools - All tools are available on site and are in use properly? (such as containers, knife, and chopping board)
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Tools and Equipment - Bakery Machine – All bakery machines are in good working condition and being operated properly by the barista.
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Tools and Equipment - Coffee tools - All tools are available on site and are in use properly? (such as whip cream canister, pitcher, weighing scale, ibrik, shaker, containers)
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Tools and Equipment - Coffee Machine – All coffee machines are in good working condition and being operated properly by the barista.
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Tools and Equipment - Placement - Are all equipment properly placed as per the approved layout and are being used on-site?
PEST CONTROL
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Pest Control - All areas (FOH and BOH) must be free from any signs of pest infestation.
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Pest Control - Syrup section should be free from pest infestation.
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Pest Control - Treatment for pests should happen as per quarterly contract.
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Pest Control - Staff should ensure proper controls (like: covering of food, keeping display doors closed, etc.) to avoid pest contamination
DOCUMENTATION
Bakery
Bakery
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Documentation - Bakery - Bakery Daily Monitoring - Records available and maintained as per SOP
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Documentation - Bakery - Wastages Monitoring - Records available and maintained as per SOP
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Documentation - Bakery - Sales Monitoring - Records available and maintained as per SOP
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Documentation - Bakery - Freezer Monitoring - Records available and maintained as per SOP
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Documentation - Bakery - Hotdog Sales Monitoring - Records available and maintained as per SOP
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Documentation - Bakery - Hotdog Wastages Monitoring - Records available and maintained as per SOP
Coffee
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Documentation - Coffee - Espresso Calibration Sheet - Records available and maintained as per SOP
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Documentation - Coffee - Self Service Espresso Calibration Sheet - Records available and maintained as per SOP
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Documentation - Coffee - Cups Wastages Monitoring Sheet - Records available and maintained as per SOP
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Documentation - Coffee - Sales Monitoring Sheet - Records available and maintained as per SOP
General
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Documentation - General - Standard Operating Procedure - Latest version of all Documents, SOP, and formats are available
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Documentation - General - Marketing - Materials, collaterals are updated such as Menu, Tv, POSM and pricing labels are on standard and on good condition.
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Documentation - General - Price look up - Site has updated and working PLU’s including all promotional
Barista Roster
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Documentation - Barista Roster - The barista roster is setup to ensure availability in all planned shifts.
EXECUTIVE SUMMARY (Systematic Failure)
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Executive Summary - The site must adhere to food safety rules and regulations to avoid cases of food poisonings and/or legal issues
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Executive Summary - Shelf life of items must be maintained as per standard. Expired items must not be available on site
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Executive Summary - Staff must follow food hygiene regulations. Handle products hygienically and with wearing gloves
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Executive Summary - Appropriate stocks of products must be maintained to ensure product availability
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Executive Summary - Overall, planogram standards must be in compliance to SOP
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Executive Summary - Overall, cleaning standards must be in compliance to SOP
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Executive Summary - Overall, product recipes and processes must be in compliance to SOP
CLOSING MEETING
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Conduct closing meeting. Summarize critical and major observations.
