Information
-
Site conducted
-
Operations Excellence Audit
-
Client / Site
-
Conducted on
-
Conducted by
-
Location
-
SALA Manager
-
BOH Manager
-
Bartender's Name
FOH ESSENTIALS
Store First Impression
-
Patio area clean and organized
-
Clean glass door and glass panel
-
Chairs and tables are clean and align (no wobbling tables)
-
Door person is visible at the door and not behind the podium
-
Guard is present and shows courtesy to the guest
-
Marketing collaterals updated and organized
-
Plants (No dried leaves)
-
Signage
-
Organized Host Podium
Dining Area
-
Consistent use of buss tub
-
Signage turned on. No busted lights. Properly adjusted lights
-
Clean ledges and corners
-
Sounds in dining area at proper level. TV tuned in correct channel (sports).<br><br>
-
Speakers are clean and sanitize (free of dust)
-
ACU at proper temperature
-
No flies or any signs of infestation.
-
High chairs are available and well maintained
-
Decor/Furnitures are clean and sanitize (free from dust)
Service Station
-
On-stock and with labels
-
Cutlery bins are clean and sanitize (no food crumbs)
-
Properly labeled each section
-
Water dispenser are available
-
No smallwares directly on surface
-
Complete and available takeout packaging
-
Brass tray is available
-
Bill folders are clean and sanitize
-
POS (free from dirt)
-
Coffee Condiments are on stock, clean and available
-
Service Condiments are on stock clean and available
-
Nespresso machine and milk frother are clean, working and calibrated
-
Complete and Available nespresso pods (Ristretto, Levanto, Roma, Lungo & Appregio)
-
Available Silverware Rest Holder Stand
Table Set-up
-
Complete set-up<br>- Contactless Menu<br>- Centerpiece<br>-Alcohol -Table linen -Dinner plates -Rollups
-
Tables and chairs are aligned. No wobbling tables.
-
Couches are clean. No crumbs/ oil on chairs.
-
Placemats are available and clean
-
Balsamic underliner are available (No chipped)
-
Brown pouch/Table Napkin are available
Serving Gears
-
Dinner spoon (available and well maintained)
-
Dinner Fork (available and well maintained)
-
Dinner Knife (available and well maintained)
-
Steak Knife (available and well maintained)
-
Serving Tongs (available and well maintained)
-
Chilled Tongs
-
Serving Spoon
-
Serving Fork
-
Soup Spoon
-
Teaspoon
-
Teasfork
-
Dessert Spoon
-
Dessert Fork
-
Wooden Spoon
Busser's kit are complete and well maintained
-
Standard Caddy
-
Towel Color Coding<br>Blue- to clean<br>White- to sanitize<br>Pink- for chairs and couches
-
Spray Bottle for DISINFECTANT SOLUTION with label
-
Sanitizing Kit with blue towel and spray bottle (disinfectant solution) for sanitizing tray
BAR Station
-
Equipment clean and organized
-
All items are labelled and rotated
-
Complete set up and back up of stocks
-
Counter top chiller are clean and sanitize
-
Bar shelves are clean and well maintained
-
No busted led strips
-
Floors are clean
-
Practice food safety procedures
Bar tools and glasses
-
Measuring Cups and Spoons, available for use
-
Wooden stirrer are available
-
Blender Machine, clean and functioning
-
Bar/Wine Chillers (right temperature and clean)
-
Coffee Machine and Grinder- clean and functioning
-
Bar cleaning tools, available and used for cleaning
-
Red and White glass, well-stocked, no stains
-
Pint glass and high ball- well-stocked, no stains
-
Glass Coaster are available
-
Conical Glass - well-stocked, no stains
-
Tango Glass- well-stocked, no stains
-
Burgundy Glass- well stocked, no stains
-
Crystal Highball Glass- well stocked, no stains
-
Metropolitan Glass- well stocked, no stains
-
Crystal Old Fashioned Glass- well stocked, no stains
-
Fish Bowl- well stocked, no stains
-
Coupe Glass- well stocked, no stains
-
Carafe Jar- well stocked, no stains
-
Martini Glass- well stocked, no stains
-
Tiki Glass- well stocked, no stains
-
Old Fashioned Glass- well stocked, no stains
-
Mason jar (22 oz)- well-stocked, no stains
-
Creamer/ milk jug- well-stocked, no stains
-
Tea pot- well-stocked, no stains
-
Irish Footed Glass- well-stocked, no stains
-
Coffee Cups and undeliner- well-stocked, no stains
-
Water bottles are available
-
Water bottle underliner are clean
-
Wine Trapo/Bucket are available and well maintained
-
Garbage bin with cover are clean and sanitize
-
Sani-buckets with correct towels are available and properly labeled
GROOMING STANDARDS AND UNIFORM CHECK (Front of the house)
-
Not faded, Well-pressed uniforms (white polo, black pants/green palda, tucked in; apron)
-
No Jewelries (stud/pearl earrings only for female)
-
Nameplate- Neatly printed. All Caps
-
Hairstyle and grooming standards<br>FEMALE- bun, braid or french twist, black or natural color only<br>MALE- Clean cut, shaven , black or dark brown color only
-
Appropriate make-up for all Female
-
Clean Shaven (for male only)
-
No Perfume nor fabric conditioner on their uniform
-
Black leather/doll shoes and black socks (male only)
-
Tickler
-
3 click pens
-
1 click Lighter
-
Hand Sanitizer- Green Cross or Hygienix
-
Small Calculator
-
Wine Opener
-
Clean nails and no nail polish
-
Put-on for employees on break.
-
New uniforms are issued to regular team members every year.
SERVICE EXCELLENCE
SERVICE STRUCTURE
BIENVENIDOS
-
Greet the guest with eye contact, enthusiasm and energy
-
Did he/she use various greetings (Spanish Phrases)
-
Identified the number of party and preferred seating area
-
Update Floorplan and use the right marker
-
Apply hospitality factors (Things to look for: Carrying baggage for the guest; offer coloring sheets, crayons and high chair for the kids; Addressing regular guest on a first name basis)
-
Open the door for the guest
-
Was able to guide with open palm saying “Right this way, Please”
-
Did other FOH team members greet to welcome the entering guests?
-
Introduce 1,2,3,4 Punch (Manager, Server, Menu & Bar list)
-
Was able to remove/provide table set-up (Placemat, Roll-ups & Balsamic underliner) using brass tray
GUEST ACKNOWLEDGEMENT
INTRODUCE YOUR NAME
-
Did the server arrive immediately or within 30 seconds to acknowledge the guest ?
-
Did the server Introduced himself/herself as the server with eye to eye contact and energy?
QUESTION
-
Was able to ask question (Ask if they want to start with drinks/appetizers) (Ask what they are having) (Was able to answer the guest if not yet ready to order properly)
SUGGESTIVE SELLING
-
Was able to suggest food/drinks using Hook, Line & Sinker (Hook-“For your appetizer, I highly recommend. . .)(Line-“its a fried baby squid serve with Aioli Sauce. . .”) (Sinker-“It’s a must try!”)
-
Convincing tone of voice not stuttering or sound scripted
TAKE THE ORDER
-
Use Tickler while taking the order
-
Was able to repeat the Guest’s order in sequence
-
Provides approximate ticket time especially those dishes with long service time
-
Make a positive respond (Ex. Good Choice!)
-
Ask if the guests will be using any privilege card or vouchers.
-
Mention those dishes with long serving time ("For your paella, it will take 35 mins.)
-
Knows how to provide exit word (“Thank you so much”,”I’ll be back with your drinks”)
-
Was able to remove the menu
-
Appear to be knowledgeable about the menu items<br>NOTE: Call a server and ask him/her to sizzle 3 top items on the menu
FOOD DELIVERY & PRESENTATION
Did the server...
-
Sign in the POS with his/her own magnetic card. Enter the number of customers/ covers and then select the respective table. Enter your guests’ order in the following sequence.<br>
-
Knows how to follow and serve the food/drinks in sequence
-
Provide service water with glass coaster to each guest right after ringing the order.
-
Serve beverages with beverage napkin (for ALL cold drinks only), proper glass, garnish and timing standards
-
Was able to provide BREAD SERVICE properly
-
Was able to provide beverage napkin to all finger foods (pintxos & sexy bites)
-
Provide Serving Gears on food properly
-
Was able to use tray all the time (Strictly No Hands Service)
-
Use descriptive words when serving
-
Was able to provide water bottle with underliner
-
Was able to provide empty bowl for all dishes with clams, mussels etc.
-
Serve coffee or other hot beverages in HOT mug/ cups and underliner with condiments
-
Offer Russian-style service upon delivery of platters, salads or starters for sharing.
-
Apply Table Engineering technique. Prepare the table before serving the main course of next dish in the middle and do not let the guests move the plates.
-
Was able to use brass tray for all clean plates
SECONDARY SERVICES
During the dining experience, did your FOH team member apply the following secondary services:
-
Pre-buss. Ask permission to get empty plates, soup bowls, etc.
-
Offer another glass/refills on beverages . Refill water and refillable drinks with a decanter.
-
Was able to do secondary service without interrupting the guest (Apply Ninja Service)
-
Check Back? Ask the guests if they are enjoying their meal and give "at your service" assurance.
-
Offer to change plate and cutlery when necessary.
-
Maintain neat table appearance: Wipe spills and crumbs on the table, change dinner napkins
-
When clearing the empty plates, take the opportunity to suggest desserts and hot beverages.
-
Suggest and serve desserts and after coffee/tea with proper set-up
-
Offer Bistro Premiere Card (short and sweet, no hard selling)
GRACIAS POR SU VISITA
During bill out, did your team member:
-
Prepares the bill prior to guest's request.
-
Immediately present the bill upon guest request.
-
Ask for the guest’s preferred mode of payment.<br>• For cash payment: Return the change/voucher immediately, not exceeding 2 minutes.<br>• For card payment: Process the payment using a wireless terminal in front of the guest.
-
Ask the guest for any feedback about the food and service (textify program)
-
Thank the guest and assist them upon leaving the restaurant. <br>Things to look for: The door person bidding farewell with enthusiasm and opening the door for the guest.
TRAINING MANUALS, FORMS, BULLETIN BOARD AND OTHER TRAINING TOOLS
-
FOH Line check form (Store Readiness)<br>NOTE: Check if it is updated and used everyday
-
Alley Rally Forms<br>NOTE: Check if it is updated and used everyday
-
Complete and updated Training Agenda for all new hires
-
Printed Validation forms<br>NOTE: Check if it is updated and used everyday
-
BAR Inventory and Production Sheet Form<br>NOTE: Check if it is updated and used everyday
-
FOH Station Straining Manual (in binder for store copy)
-
Bar Drinks Rolodex are being used, clean and well maintained (no signs of tampering)
-
Recipe Updates/ Training Updates (filed in the office for training reference)
-
Recent Training Update and Recipe Update posted and communicated.<br>Note: Ask 1-2 staff if they are knowledgeable about the latest Training/Recipe Update.
-
Recent Memos/Update posted and communicated (Any memo from JPM, VP's, DO's, Marketing Dept, Purchasing Dept. and Accounting)
FOOD EXECUTION
Dish 1
-
Comments
-
Served on time
-
Temperature
-
Recipe adherence
-
Taste
-
Presentation
-
Take a photo
Dish 2
-
Comments
-
Served on time
-
Temperature
-
Recipe Adherance
-
Taste
-
Presentation
-
Take a photo
Dish 3
-
Comments
-
Served on time
-
Temperature
-
Recipe adherence
-
Taste
-
Presentation
-
Take a photo
RECOMMENDATION
-
FOH Recommendation
-
Attachments
-
Manager's Signature