Information
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Site conducted
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Operations Excellence Audit
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Client / Site
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Conducted on
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Conducted by
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Location
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SALA Manager
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BOH Manager
BOH STATIONS
All refrigeration and storage in good condition and maintains standard temp. Indicate Temperature reading
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Expo/Pass Chiller- 0°C to 4°C
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Colds Chiller- 0°C to 4°C
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Fry/Grill Chiller- 0°C to 4°C
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Saute Chiller- 0°C to 4°C
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Four Door Chiller- 0°C to 4°C
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Four Door Freezer- 0°C to 4°C
GRI
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All stocks 6" above the floor and 2" from walls
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All stocks properly labelled
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All items are in APL
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No stocks beyond shelf life
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Clean and organized
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No dented cans
Station in proper set-up, clean and all equipment/ tools in good repair & working condition.
Colds
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Colds Chiller<br>
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Colds station tools
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Microwave
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Vacuum Machine
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Slicer Machine
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POS Printer (Colds)
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Thermomix
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Pasta Maker
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Salad Spinner
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Hand Mixer
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Weighing Scale (Colds)
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Sharpened knives and clean magnet bar
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No chipped plates and available wooden boards.
Fry/Grill
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Fry/Grill Chiller (Low Boil)
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Deep Fryer
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Fry station tools
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POS Printer (Fry)
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Griddle
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Griddle pilot
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POS Printer (Grill)
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Meat Grinder
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Weighing Scale (Fry)
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Sharpened knives and clean magnet bar
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No chipped plates and available wooden board
Saute
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Saute Chiller
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Rice Cooker
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Main Freezer
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Main Chiller
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Saute station tools
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POS Printer (Saute)
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Oven (Saute)
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Sharpened knives and clean magnet bar
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No chipped plates and available wooden board
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Weighing Scale (Saute)
Middle
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Middle Chiller and raised rail<br>
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Middle station tools
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Heat Lamp
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Tasting Spoons
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Bread Toaster
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POS Printer (Middle)
Critical Items and Sauces in the Line Pick only 3 random items then check quality indicators
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Main Freezer Items
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Main Freezer Items
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Main Freezer Items
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Main Chiller Items
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Main Chiller Items
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Main Chiller Items
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Colds items
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Colds items
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Colds items
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Middle items
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Middle items
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Middle items
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Grill items
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Grill items
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Grill items
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Saute items
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Saute items
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Saute items
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Fry items
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Fry items
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Fry items
BOH ESSENTIALS
BOH Essentials
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Recipe book - available, complete and updated. (Printed)
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Production sheet - available and being used.
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Clean as you work. Clean as you go.
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Ceiling clean and in good repair.
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Exhaust and air vents clean and in good repair.
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Floors - dry and clean.
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No leaking faucet and in good repair.
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Job aids in place and in good repair
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Sharp and clean Knives.
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Ice machine: clean and in good working condition
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Proper thawing, cooking, cooling and reheating procedures
Safety and Sanitation
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No presence of insects, flies & cockroaches.
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Sanitation bucket and proper towels in use. Blue and white towels only.
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Cutting boards clean and sanitized. (No deep marks and no stains)
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Hand washing sink - complete set-up with Sanitation amenities.
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Thermometers are calibrated and used during operations
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First aid kit with complete supplies
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All linecooks should wear face mask at all times.
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Trash bin with cover
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Fire extinguisher is readily available and not expired.
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No lights that are busted or malfunctioni
Chemicals and cleaning tools
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Mops hanging down and mop sink clean and organized
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Complete mops and follow color coding (Blue for Dining, Green for Kitchen & Red for Comfort Room)
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Only approved chemicals used
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Available test strips (quat and chlorine)
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Techno bac (Organic Chlorine Sanitizer) available
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Leader (Dishwashing Liquid) available
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All Fresh (Sanitizer) available
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All solutions in the Sani buckets have the correct dilution.
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Chemicals dispensers clean and functional
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Mops, dustpan and sweeper (must be adequately hung, clean, and color-coded)
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Mop cart (No stagnant water and clean)
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Cleanliness of dish machine
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Take photo of dish machine
Kitchen Forms- properly filled up and updated
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Linecheck forms
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Production sheet
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Receiving Inspection report
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Produce washing
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Cooling log form
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Thermometer calibration
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Wastages Form
BOH Team members
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Practice proper handwashing every 30 mins.
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Updated on the latest BOH Updates- TU/RU/Memo
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Completed validations- initial/1st/3rd/5th month, filed in 201 envelop
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No personal belongings in the line area.
BACK OF THE HOUSE UNIFORM
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Hair cap and hair net
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Clean shaven (male only)
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Well pressed chef uniform
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White round neck inner shirt (no print, plain white)
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Click pen & Tickler
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Clean nails and no nail polish
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Black chino pants
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Black socks
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Steel toe shoes
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Clean full black apron/ leather or waterproof apron for dish
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New uniforms are issued to every team members every year.
FOH ESSENTIALS
Store First Impression
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Patio area clean and organized
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Clean glass door and glass panel
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Chairs and tables are clean and align (no wobbling tables)
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Door person is visible at the door and not behind the podium
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Guard is present and shows courtesy to the guest
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Marketing collaterals updated and organized
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Plants (No dried leaves)
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Signage
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Organized Host Podium
Dining Area
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Consistent use of buss tub
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Signage turned on. No busted lights. Properly adjusted lights
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Clean ledges and corners
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Sounds in dining area at proper level. TV tuned in correct channel (sports).<br><br>
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Speakers are clean and sanitize (free of dust)
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ACU at proper temperature
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No flies or any signs of infestation.
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High chairs are available and well maintained
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Decor/Furnitures are clean and sanitize (free from dust)
Service Station
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On-stock and with labels
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Cutlery bins are clean and sanitize (no food crumbs)
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Properly labeled each section
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Water dispenser are available
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No smallwares directly on surface
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Complete and available takeout packaging
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Brass tray is available
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Bill folders are clean and sanitize
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POS (free from dirt)
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Coffee Condiments are on stock, clean and available
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Service Condiments are on stock clean and available
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Nespresso machine and milk frother are clean, working and calibrated
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Complete and Available nespresso pods (Ristretto, Levanto, Roma, Lungo & Appregio)
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Available Silverware Rest Holder Stand
Table Set-up
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Complete set-up<br>- Contactless Menu<br>- Centerpiece<br>-Alcohol -Table linen -Dinner plates -Rollups
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Tables and chairs are aligned. No wobbling tables.
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Couches are clean. No crumbs/ oil on chairs.
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Placemats are available and clean
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Balsamic underliner are available (No chipped)
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Brown pouch/Table Napkin are available
Serving Gears
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Dinner spoon (available and well maintained)
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Dinner Fork (available and well maintained)
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Dinner Knife (available and well maintained)
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Steak Knife (available and well maintained)
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Serving Tongs (available and well maintained)
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Chilled Tongs
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Serving Spoon
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Serving Fork
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Soup Spoon
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Teaspoon
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Teasfork
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Dessert Spoon
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Dessert Fork
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Wooden Spoon
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Crab crackers
Busser's kit are complete and well maintained
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Standard Caddy
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Towel Color Coding<br>Blue- to clean<br>White- to sanitize<br>Pink- for chairs and couches
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Spray Bottle for DISINFECTANT SOLUTION with label
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Sanitizing Kit with blue towel and spray bottle (disinfectant solution) for sanitizing tray
MOD ESSENTIALS
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Wearing proper management dress code.<br>
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Take photo of the MOD
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100% table visit and engages with the guest.<br>
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Conducts pre-shift meeting.<br>
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Mag card accountability. Not being used by staffs.<br>
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Updates floor plan and properly assign stations
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Knowledgeable of Hiring process & Training procedures
BAR Station
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Equipment clean and organized
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All items are labelled and rotated
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Complete set up and back up of stocks
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Counter top chiller are clean and sanitize
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Bar shelves are clean and well maintained
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No busted led strips
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Floors are clean
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Practice food safety procedures
Bar tools and glasses
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Measuring Cups and Spoons, available for use
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Wooden stirrer are available
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Blender Machine, clean and functioning
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Bar/Wine Chillers (right temperature and clean
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Coffee Machine and Grinder- clean and functioning
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Bar cleaning tools, available and used for cleaning
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Red and White glass, well-stocked, no stains
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Pint glass and high ball- well-stocked, no stains
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Glass Coaster are available
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Conical Glass - well-stocked, no stains
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Tango Glass- well-stocked, no stains
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Burgundy Glass- well stocked, no stains
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Crystal Highball Glass- well stocked, no stains
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Mason jar (22 oz)- well-stocked, no stains
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Metropolitan Glass- well stocked, no stains
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Creamer/ milk jug- well-stocked, no stains
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Fish Bowl- well stocked, no stains
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Coupe Glass- well stocked, no stains
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Carafe Jar- well stocked, no stains
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Martini Glass- well stocked, no stains
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Tiki Glass- well stocked, no stains
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Tea pot- well-stocked, no stains
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Irish Footed Glass- well-stocked, no stains
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Coffee Cups and undeliner- well-stocked, no stains
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Water bottles are available
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Water bottle underliner are clean
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Wine Trapo/Bucket are available and well maintained
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Garbage bin with cover are clean and sanitize
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Sani-buckets with correct towels are available and properly labeled
FOH Team members
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Attentive to guests and apply 5 A’s Guest Focus at all times
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Sense of Urgency. Walk fast and move fast.
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Observing "Oyster Theory"
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Completed validations- initial/1st/3rd/5th month, filed in 201 envelop
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Command position-ready to anticipate guest needs
GROOMING STANDARDS AND UNIFORM CHECK (Front of the house)
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Not faded, Well-pressed uniforms (white polo, black pants/green palda, tucked in; apron)
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No Jewelries (stud/pearl earrings only for female)
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Nameplate- Neatly printed. All Caps
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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
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Appropriate make-up for all Female
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Clean Shaven (for male only)
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No Perfume nor fabric conditioner on their uniform
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Black leather/doll shoes and black socks (male only)
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Tickler
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3 click pens
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1 click Lighter
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Hand Sanitizer- Green Cross or Hygienix
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Small Calculator
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Wine Opener
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Clean nails and no nail polish
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Put-on for employees on break.
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New uniforms are issued to regular team members every year.
SERVICE EXCELLENCE
Team Members
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Host
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Server
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Bartender
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Busser
SERVICE STRUCTURE
BIENVENIDOS
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Greet the guest with eye contact, enthusiasm and energy
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Did he/she use various greetings (Spanish Phrases)
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Identified the number of party and preferred seating area
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Update Floorplan and use the right marker
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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)
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Open the door for the guest
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Was able to guide with open palm saying “Right this way, Please”
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Did other FOH team members greet to welcome the entering guests?
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Introduce 1,2,3,4 Punch (Manager, Server, Menu & Bar list)
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Was able to remove/provide table set-up (Placemat, Roll-ups & Balsamic underliner) using brass tray
GUEST ACKNOWLEDGEMENT
INTRODUCE YOUR NAME
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Did the server arrive immediately or within 30 seconds to acknowledge the guest ?
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Did the server Introduced himself/herself as the server with eye to eye contact and energy?
QUESTION
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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
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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!”)
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Convincing tone of voice not stuttering or sound scripted
TAKE THE ORDER
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Use Tickler while taking the order
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Was able to repeat the Guest’s order in sequence
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Provides approximate ticket time especially those dishes with long service time
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Make a positive respond (Ex. Good Choice!)
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Ask if the guests will be using any privilege card or vouchers.
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Mention those dishes with long serving time ("For your paella, it will take 35 mins.)
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Knows how to provide exit word (“Thank you so much”,”I’ll be back with your drinks”)
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Was able to remove the menu
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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...
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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>
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Knows how to follow and serve the food/drinks in sequence
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Provide service water with glass coaster to each guest right after ringing the order.
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Serve beverages with beverage napkin (for ALL cold drinks only), proper glass, garnish and timing standards
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Was able to provide BREAD SERVICE properly
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Was able to provide beverage napkin to all finger foods (pintxos & sexy bites)
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Provide Serving Gears on food properly
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Was able to use tray all the time (Strictly No Hands Service)
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Use descriptive words when serving
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Was able to provide water bottle with underliner
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Was able to provide empty bowl for all dishes with clams, mussels etc.
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Serve coffee or other hot beverages in HOT mug/ cups and underliner with condiments
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Offer Russian-style service upon delivery of platters, salads or starters for sharing.
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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.
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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:
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Pre-buss. Ask permission to get empty plates, soup bowls, etc.
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Offer another glass/refills on beverages . Refill water and refillable drinks with a decanter.
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Was able to do secondary service without interrupting the guest (Apply Ninja Service)
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Check Back? Ask the guests if they are enjoying their meal and give "at your service" assurance.
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Offer to change plate and cutlery when necessary.
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Maintain neat table appearance: Wipe spills and crumbs on the table, change dinner napkins
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When clearing the empty plates, take the opportunity to suggest desserts and hot beverages.
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Suggest and serve desserts and after coffee/tea with proper set-up
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Offer Bistro Premiere Card (short and sweet, no hard selling)
GRACIAS POR SU VISITA
During bill out, did your team member:
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Prepares the bill prior to guest's request. Place the pre-receipt in the Order List holder.
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Immediately present the bill upon guest request.
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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.
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Ask the guest for any feedback about the food and service (textify program)
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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
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Is engaging with and directing the team members on floor
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Practices 100% table visit, introduces his name and is engaging with the guests enthusiastically.
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Checks all food and drinks coming out from the EXPO and BAR counter.
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Returns the privilege card personally to the owner.
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Handles guest complaint and able to "WIN BACK" the guest
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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
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FOH Line check form (Store Readiness)<br>NOTE: Check if it is updated and used everyday
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Alley Rally Forms<br>NOTE: Check if it is updated and used everyday
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Complete and updated Training Agenda for all new hires
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Printed Validation forms<br>NOTE: Check if it is updated and used everyday
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BAR Inventory and Production Sheet Form<br>NOTE: Check if it is updated and used everyday
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FOH Station Straining Manual (in binder for store copy)
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Bar Drinks Rolodex are being used, clean and well maintained (no signs of tampering)
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BOH Station Training Manual and Master Recipe (in binder for store copy)
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Recipe Updates/ Training Updates (filed in the office for training reference)
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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.
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Recent Memos/Update posted and communicated (Any memo from JPM, VP's, DO's, Marketing Dept, Purchasing Dept. and Accounting)
FOOD EXECUTION
Beverages
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Comments
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Served on time
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Temperature
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Recipe adherence
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Taste
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Presentation
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Take a photo
Complimentary
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Comments
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Served on time
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Temperature
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Recipe Adherance
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Taste
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Presentation
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Take a photo
Appetizer (Soup, Salad, Pintxos)
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Comments
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Served on time
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Temperature
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Recipe adherence
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Taste
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Presentation
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Take a photo
Mains
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Comments
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Served on time
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Temperature
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Recipe adherence
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Taste
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Presentation
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Take a photo
Dessert
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Comments
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Served on time
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Temperature
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Recipe adherence
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Taste
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Presentation
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Take a photo
OPERATIONS ESSENTIALS
NON-NEGOTIABLE
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Alley Rally is conducted by the MOD with the FOH and BOH team members
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Servers using their own badge card (it should not be borrowed)
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All employees on duty have undergone Classroom Training
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Presence of Cleaning Crew- Clean Restrooms
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Floors are kept dry- Correct use of Mops- Blue, Green, Red, Imop
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Presence of dedicated BPC Seller
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MOD in dining all the time<br>
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Assigned busser during peak hour
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No "86" items<br>
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All Team members are in Complete Uniform and presentable to the guest.
OPERATIONS ESSENTIALS
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Business hours posted & visible.<br>
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Storage areas are locked and not easily accessible to team members.<br>
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Manager's Office area is clean and organized
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Operation Hours properly observed.<br>
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Tables are in complete set up and all areas are open for the guest.<br>
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Employee of the month is recognized monthly and posted on the employee area
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General assembly or meeting with team members is conducted regularly
RESTROOM ESSENTIALS
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Mirrors are clean and smudge free
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Urinals/ toilet bowl clean
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Sink is clean and no leak
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Tiles and flooring is clean and dry<br>
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Odor free<br>
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Stocked with paper towels, soap and toilet paper? <br>
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All lights and fixtures in good working order?<br>
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Low water pressure for toilet’s bidet
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Restroom Cleaning Kit and Checklist-updated and available
REPAIR AND MAINTENANCE
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Complete R&M basic tools
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Service reports filled up by R&M personel and filed in the office
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Are all receipts intact/complete?
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Cash on hand is intact (Outstanding receipts + cash is equivalent to 20k)?
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Petty cash log updated daily including am/pm shift?
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Is there a BFF Monitoring logbook?
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Are there a seperate Official Receipt booklet exclusive for BFF sales?
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Check the series number issued and sold in the monitoring sheet? Is there any discrepancies?
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Check lost and found cards and if it logged properly?
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BFF sold by serial number?
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FOH Recommendation
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Attachments
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BOH Recommendations
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Attachments
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Manager's Signature
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Manager's Signature