Information

  • Site conducted

  • Operations Excellence Audit

  • Client / Site

  • Conducted on

  • Conducted by

  • Location
  • SALA Manager

  • BOH Manager

  • Name of Linecook/s

BOH STATIONS

All refrigeration and storage in good condition and maintains standard temp. Indicate Temperature reading

  • Fry/Grill Chiller- 0°C to 4°C

  • Four Door Chiller- 0°C to 4°C

  • Four Door Freezer- 0°C to -10°C

GRI (Fry/Grill Station Items)

  • All stocks 6" above the floor and 2" from walls

  • All stocks properly labelled

  • All items are in APL

  • No stocks beyond shelf life

  • Clean and organized

  • No dented cans

Station in proper set-up, clean and all equipment/ tools in good repair & working condition.

Fry/Grill

  • Fry/Grill Chiller<br>

  • Fry/Grill station tools

  • Main Chiller

  • Main Freezer

  • POS Printer (Fry/Grill)

  • Deep Fryer

  • Griddle

  • Griddle pilot

  • Meat Grinder

  • Weighing Scale (Colds)

  • Sharpened knives and clean magnet bar

  • No chipped plates and available wooden boards.

Critical Items and Sauces in the Line Pick only 3 random items then check quality indicators

  • Middle Chiller Items

  • Middle Items

  • Main Freezer Items

  • Main Freezer Items

  • Main Freezer Items

  • Main Chiller Items

  • Main Chiller Items

  • Main Chiller Items

  • Fry items

  • Fry items

  • Fry items

  • Grill items

  • Grill items

  • Grill items

FRY/GRILL STATION ESSENTIALS

Fry/Grill Station Essentials

  • Recipe book - available, complete and updated. (Printed)

  • Production sheet - available and being used.

  • Clean as you work. Clean as you go.

  • Ceiling clean and in good repair.

  • Exhaust and air vents clean and in good repair.

  • Floors - dry and clean.

  • No leaking faucet and in good repair.

  • Proper thawing, cooking, cooling and reheating procedures

Safety and Sanitation

  • Practice any food safety procedures

  • No presence of insects, flies & cockroaches.

  • Sanitation bucket and proper towels in use. Blue and white towels only.

  • Hand washing sink - complete set-up with Sanitation amenities.

  • Thermometers are calibrated and used during operations

  • First aid kit with complete supplies

  • All linecooks should wear face mask at all times.

  • Trash bin with cover

  • Fire extinguisher is readily available and not expired.

  • No lights that are busted or malfunctioning.

Chemicals and cleaning tools

  • Only approved chemicals used

  • Available test strips (quat and chlorine)

  • Techno bac (Organic Chlorine Sanitizer) is available and properly labeled

  • Leader (Dishwashing Liquid) is available and properly labeled

  • All Fresh (Sanitizer) is available and properly labeled

  • All solutions in the Sani buckets have the correct dilution.

  • Mops, dustpan and sweeper (must be adequately hung, clean, and color-coded)

  • Mop cart (No stagnant water and clean)

Kitchen Forms- properly filled up and updated

  • Linecheck forms

  • Production sheet

  • Receiving Inspection report

  • Produce washing

  • Cooling log form

  • Thermometer calibration

  • Wastages Form

BOH Team members

  • Practice proper handwashing every 30 mins.

  • Updated on the latest BOH Updates- TU/RU/APLU/Memo

  • Completed validations- initial/1st/3rd/5th month, filed in 201 envelop

  • No personal belongings in the line area.

Equipment

  • Dish machine (clean and functional)

  • Sou vide machine (clean and functional)

  • Ice machine (clean and functional)

BACK OF THE HOUSE UNIFORM

  • Hair cap and hair net

  • Clean shaven (male only)

  • Well pressed chef uniform

  • White round neck inner shirt (no print, plain white)

  • Click pen & Tickler

  • Only plain wedding ring is allowed

  • Clean nails and no nail polish

  • Black chino pants

  • Black socks

  • Steel toe shoes

  • Clean full black apron/ leather or waterproof apron for dish

  • New uniforms are issued to every 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.

MANAGER ON DUTY

  • Is engaging with and directing the team members on floor

  • Practices 100% table visit, introduces his name and is engaging with the guests enthusiastically.

  • Checks all food and drinks coming out from the EXPO and BAR counter.

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

RECOMMENDATIONS

  • Fry/Grill Station Recommendations

  • Attachments

  • Manager's Signature

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