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

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

  • 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. Place the pre-receipt in the Order List holder.

  • 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

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.