Audit Details
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Managers on Duty
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Location
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Conducted on
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Audited by
Assessment
1. FIRST IMPRESSIONS
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1.1 Temperature
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1.2 Smell
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1.3 Music/Noise levels
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1.4 Adequate lighting
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1.5 Displays are full
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1.6 Everyone in position and looking sharp
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1.7 Tables set up for service
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1.9 Hostess available and customers being<br>greeted on arrival
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1.10 Coffee area clean at all times
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1.12 Appropriate handwriting on display
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1.13 No cleaning equipment, clutter or stock visible to customers
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Photos
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Comments
2. GOOD HOUSEKEEPING
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2.1 Boards and signage
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2.2 Condiments and stations
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2.3 Display fridges, shelves and boxes
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[CF] 2.4 Customers' toilets clean and<br>replenished
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2.5 Bars, till areas, side stations and their equipment
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2.6 China, Cutlery & Glassware clean, polished and not chipped
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2.7 RESTAURANT Floors, walls, doors, ceiling, windows, furniture...
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2.8 KITCHEN Floors, walls, doors, ceiling, windows, benches, equipment, utensils...
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2.9 Storage areas clean and organised
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2.10 Staff rooms clean and organised
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[CF] 2.11 Cleaning equipment and checklists
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Photos
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Comments
3. SAFETY MATTERS
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[CF] 3.1 Hand-washing practices and facilities [bactericidal + hot water + drying]
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3.2 PPE available and in use [guards, gloves, wet floor signs…]
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3.3 Allergens knowledge and champions
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3.4 Furniture and equipment in good condition
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CF] 3.5 Is raw food storage and preparation separated from Ready to Eat [by location or by time]
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3.6 Correct chemicals in use and storage of those
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3.7 Packaging and other supplies store at least 6 inches from the floor
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[CF] 3.8 Complex equipment RTE & Non RTE foods prepared on same vacuum packing machine or other complex piece of equipment
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3.9 Due Diligence - Food Hygiene
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3.9.5. Food Safety trainings up to date
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3.9.6 Food Hygiene Policy on display
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[CF] 3.11 Pest activity [clearing and follow up with Pest Control Co.]
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3.12 Accidents reported and First Aid supply available
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3.13 Are there any points in the visitors section of the DD book and are they actioned?
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Photos
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Comments
4. PRODUCTS & AVAILABILITY
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4.1 Lunch, Brunch and Dinner menus available as per restaurant's timings
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Main Kitchen
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4.2. No 86 items in the menu [half point for one item missing and no points if more than 1 item out]
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4.3 Good dish-presentation techniques
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4.4 Good stock levels in fridges [FIFO in place, no excess, no expired]
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4.5 Planogram in place and/or fridges well organised
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4.6 Good wrapping and labelling of ingredients and preparations
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Coffee
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Photos
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Comments
5. CUSTOMER EXPERIENCE & TEAM PERFORMANCE
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5.1 CORRECT HANDLE OF COMPLAINTS
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5.1.1 Listen to the customer
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5.1.4 React to improve the situation
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5.1.5 Notify [to the manager and team]
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5.1.6 Was the manager available to handle the situation?
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5.2 TELEPHONE ETIQUETTE
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5.2.1 The telephone is answered promptly
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5.2.2 Polite and friendly greeting being used
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5.2.3 Appropriate tone of voice used [smile in the voice]
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5.2.4 Shown knowledge on products, dinner parties and events available
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5.3 TABLE ETIQUETTE
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5.3.1 Customer acknowledge within 2 minutes or 30seconds at bar
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5.3.2 Specials offered and prices given?
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5.3.4 Order taken promptly
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5.3.5 Waiter shows knowledge on food and wine menu
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5.3.6 Table properly marked?
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5.3.7 Waiter checks on table 2 minutes after placing starters/main
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5.3.9 Table cleared for desserts [from bigger to smaller, only water and wine glasses remain]
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5.3.10 Waiters anticipates to customers by approaching them before the customer needs to attract their attention
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5.3.11 Payment taken promptly
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5.3.13 Customers are thanked for their visit and wished goodbye
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5.4 TEAM PERFORMANCE
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5.4.1 All waiters in position and on top of their sections
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5.4.4 No waiters gathering during service
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5.5 MANAGERS PERFORMANCE
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[CF] 5.5.2 The Manager is present on the floor during serving periods and at peak times
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5.5.3 The manager engages with the customers
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Photos [please do not take any pictures of individuals without asking for permission]
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Comments
