Information

  • Site conducted

  • Operations Excellence Audit

  • Client / Site

  • Conducted on

  • Conducted by

  • Location
  • SALA Manager

  • BOH Manager

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

MOD ESSENTIALS

  • Wearing proper management dress code.<br>

  • Take photo of the MOD

  • 100% table visit and engages with the guest.<br>

  • Conducts pre-shift meeting.<br>

  • Mag card accountability. Not being used by staffs.<br>

  • Updates floor plan and properly assign stations

  • Knowledgeable of Hiring process & Training procedures

Host Station

  • Keeps door station clean and organized

  • All menus are clean and organized

  • Complete White Board Markers (Red, Blue, Black) & Stabilo (Yellow, Pink)

  • Updated Reservation List and Logbook

  • Available Priority list form

  • Available Coloring sheet (5 for boys & 5 for girls)

  • Standard Birthday Candles are available

  • Store Business Card are available

  • Transmittal/Lost and Found Log Book are available

  • Sanitizing kit are available

FOH Team members

  • Attentive to guests and apply 5 A’s Guest Focus at all times

  • Sense of Urgency. Walk fast and move fast.

  • Observing "Oyster Theory"

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

  • All FOH Team Members should be validated for Money-Making Scripts

  • Command position-ready to anticipate guest needs

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

  • 3 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

Team Members

  • Host

  • Server

  • Bartender

  • Busser

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.

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.

  • Returns the privilege card personally to the owner.

  • Handles guest complaint and able to "WIN BACK" the guest

  • One manager should be focused at the door area managing the wait during weekends/peak hours.

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)

  • BOH Station Training Manual and Master Recipe (in binder for store copy)

  • 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

OPERATIONS ESSENTIALS

NON-NEGOTIABLE

  • Alley Rally is conducted by the MOD with the FOH and BOH team members

  • Servers using their own badge card (it should not be borrowed)

  • All employees on duty have undergone Classroom Training

  • Presence of Cleaning Crew- Clean Restrooms

  • Floors are kept dry- Correct use of Mops- Blue, Green, Red, Imop

  • Presence of dedicated BPC Seller

  • MOD in dining all the time<br>

  • Assigned busser during peak hour

  • No "86" items<br>

  • All Team members are in Complete Uniform and presentable to the guest.

OPERATIONS ESSENTIALS

  • Business hours posted & visible.<br>

  • Storage areas are locked and not easily accessible to team members.<br>

  • Manager's Office area is clean and organized

  • Operation Hours properly observed.<br>

  • Tables are in complete set up and all areas are open for the guest.<br>

  • Employee of the month is recognized monthly and posted on the employee area

  • General assembly or meeting with team members is conducted regularly

RESTROOM ESSENTIALS

  • Mirrors are clean and smudge free

  • Urinals/ toilet bowl clean

  • Sink is clean and no leak

  • Tiles and flooring is clean and dry<br>

  • Odor free<br>

  • Stocked with paper towels, soap and toilet paper? <br>

  • All lights and fixtures in good working order?<br>

  • Low water pressure for toilet’s bidet

  • Restroom kit- complete and available

  • FOH Recommendation

  • Attachments

  • BOH Recommendations

  • Attachments

  • Manager's Signature

  • Manager's Signature

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