BISTRONOMIA Service Excellence

• Site conducted

  Select

• Operations Excellence Audit

• Rumba Makati

• Conducted on

  Date

• Conducted by

• Location
  Address

• Sala Manager

• Cusina Manager

Safety and Sanitation

• No presence of insects, flies & cockroaches.

  Yes

  No

  N/A

• Practice any food safety procedures

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Cutting boards clean and sanitized. (No deep marks and no stains)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Thermometers are calibrated and used during operations

  Yes

  No

  N/A

• First aid kit with complete supplies

  Yes

  No

  N/A

• All linecooks should wear face mask at all times.

  Yes

  No

  N/A

• Fire Extinguisher is readily available and not expired

  Yes

  No

  N/A

• No lights that are busted or malfunctioning

  Yes

  No

  N/A

BOH Team members

• Practice proper handwashing every 30 mins.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

BACK OF THE HOUSE UNIFORM

• Hair cap and hair net

  Yes

  No

  N/A

• Clean shaven (male only)

  Yes

  No

  N/A

• Well pressed chef uniform

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Click pen & Tickler

  Yes

  No

  N/A

• Clean nails and no nail polish

  Yes

  No

  N/A

• Black chino pants

  Yes

  No

  N/A

• Black socks

  Yes

  No

  N/A

• Steel toe shoes

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• New uniforms are issued to every team members every year.

  Yes

  No

  N/A

Store First Impression

• Patio area clean and organized

  Yes

  No

  N/A

• Clean glass door and glass panel

  Yes

  No

  N/A

• Chairs and tables are clean and align (no wobbling tables)

  Yes

  No

  N/A

• Door person is visible at the door and not behind the podium

  Yes

  No

  N/A

• Guard is present and shows courtesy to the guest

  Yes

  No

  N/A

• Marketing collaterals updated and organized

  Yes

  No

  N/A

• Plants (No dried leaves)

  Yes

  No

  N/A

• Signage

  Yes

  No

  N/A

• Organized Host Podium

  Yes

  No

  N/A

Dining Area

• Consistent use of buss tub

  Yes

  No

  N/A

• Signage turned on. No busted lights. Properly adjusted lights

  Yes

  No

  N/A

• Clean ledges and corners

  Yes

  No

  N/A

• Sounds in dining area at proper level. TV tuned in correct channel (sports).<br><br>

  Yes

  No

  N/A

• Speakers are clean and sanitize (free of dust)

  Yes

  No

  N/A

• ACU at proper temperature

  Yes

  No

  N/A

• No flies or any signs of infestation.

  Yes

  No

  N/A

• High chairs are available and well maintained

  Yes

  No

  N/A

• Decor/Furnitures are clean and sanitize (free from dust)

  Yes

  No

  N/A

Service Station

• On-stock and with labels

  Yes

  No

  N/A

• Cutlery bins are clean and sanitize (no food crumbs)

  Yes

  No

  N/A

• Properly labeled each section

  Yes

  No

  N/A

• Water dispenser are available

  Yes

  No

  N/A

• No smallwares directly on surface

  Yes

  No

  N/A

• Complete and available takeout packaging

  Yes

  No

  N/A

• Brass tray is available

  Yes

  No

  N/A

• Bill folders are clean and sanitize

  Yes

  No

  N/A

• POS (free from dirt)

  Yes

  No

  N/A

• Coffee Condiments are on stock, clean and available

  Yes

  No

  N/A

• Service Condiments are on stock clean and available

  Yes

  No

  N/A

• Nespresso machine and milk frother are clean, working and calibrated

  Yes

  No

  N/A

• Complete and Available nespresso pods (Ristretto, Levanto, Roma, Lungo & Appregio)

  Yes

  No

  N/A

• Available Silverware Rest Holder Stand

  Yes

  No

  N/A

Table Set-up

• Complete set-up<br>- Contactless Menu<br>- Centerpiece<br>-Alcohol -Table linen -Dinner plates -Rollups

  Yes

  No

  N/A

• Tables and chairs are aligned. No wobbling tables.

  Yes

  No

  N/A

• Couches are clean. No crumbs/ oil on chairs.

  Yes

  No

  N/A

• Placemats are available and clean

  Yes

  No

  N/A

• Balsamic underliner are available (No chipped)

  Yes

  No

  N/A

• Brown pouch/Table Napkin are available

  Yes

  No

  N/A

Serving Gears

• Dinner spoon (available and well maintained)

  Yes

  No

  N/A

• Dinner Fork (available and well maintained)

  Yes

  No

  N/A

• Dinner Knife (available and well maintained)

  Yes

  No

  N/A

• Steak Knife (available and well maintained)

  Yes

  No

  N/A

• Serving Tongs (available and well maintained)

  Yes

  No

  N/A

• Chilled Tongs

  Yes

  No

  N/A

• Serving Spoon

  Yes

  No

  N/A

• Serving Fork

  Yes

  No

  N/A

• Soup Spoon

  Yes

  No

  N/A

• Teaspoon

  Yes

  No

  N/A

• Teasfork

  Yes

  No

  N/A

• Dessert Spoon

  Yes

  No

  N/A

• Dessert Fork

  Yes

  No

  N/A

• Wooden Spoon

  Yes

  No

  N/A

Busser's kit are complete and well maintained

• Standard Caddy

  Yes

  No

  N/A

• Towel Color Coding<br>Blue- to clean<br>White- to sanitize<br>Pink- for chairs and couches

  Yes

  No

  N/A

• Spray Bottle for DISINFECTANT SOLUTION with label

  Yes

  No

  N/A

• Sanitizing Kit with blue towel and spray bottle (disinfectant solution) for sanitizing tray

  Yes

  No

  N/A

MOD ESSENTIALS

• Wearing proper management dress code.<br>

  Yes

  No

  N/A

• Take photo of the MOD

  Media

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

  Yes

  No

  N/A

• Conducts pre-shift meeting.<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Updates floor plan and properly assign stations

  Yes

  No

  N/A

• Knowledgeable of Hiring process & Training procedures

  Yes

  No

  N/A

BAR Station

• Equipment clean and organized

  Yes

  No

  N/A

• All items are labelled and rotated

  Yes

  No

  N/A

• Complete set up and back up of stocks

  Yes

  No

  N/A

• Counter top chiller are clean and sanitize

  Yes

  No

  N/A

• Bar shelves are clean and well maintained

  Yes

  No

  N/A

• No busted led strips

  Yes

  No

  N/A

• Floors are clean

  Yes

  No

  N/A

• Practice Food Safety Procedures

  Yes

  No

  N/A

Bar tools and glasses

• Measuring Cups and Spoons, available for use

  Yes

  No

  N/A

• Wooden stirrer are available

  Yes

  No

  N/A

• Blender Machine, clean and functioning

  Yes

  No

  N/A

• Bar/Wine Chillers (right temperature and clean)

  Yes

  No

  N/A

• Coffee Machine and Grinder- clean and functioning

  Yes

  No

  N/A

• Bar cleaning tools, available and used for cleaning

  Yes

  No

  N/A

• Red and White glass, well-stocked, no stains

  Yes

  No

  N/A

• Pint glass and high ball- well-stocked, no stains

  Yes

  No

  N/A

• Glass Coaster are available

  Yes

  No

  N/A

• Conical Glass - well-stocked, no stains

  Yes

  No

  N/A

• Tango Glass- well-stocked, no stains

  Yes

  No

  N/A

• Burgundy Glass- well stocked, no stains

  Yes

  No

  N/A

• Crystal Highball Glass- well stocked, no stains

  Yes

  No

  N/A

• Metropolitan Glass- well stocked, no stains

  Yes

  No

  N/A

• Crystal Old Fashioned Glass- well stocked, no stains

  Yes

  No

  N/A

• Fish Bowl- well stocked, no stains

  Yes

  No

  N/A

• Coupe Glass- well stocked, no stains

  Yes

  No

  N/A

• Carafe Jar- well stocked, no stains

  Yes

  No

  N/A

• Martini Glass- well stocked, no stains

  Yes

  No

  N/A

• Tiki Glass- well stocked, no stains

  Yes

  No

  N/A

• Old Fashioned Glass- well stocked, no stains

  Yes

  No

  N/A

• Mason jar (22 oz)- well-stocked, no stains

  Yes

  No

  N/A

• Creamer/ milk jug- well-stocked, no stains

  Yes

  No

  N/A

• Tea pot- well-stocked, no stains

  Yes

  No

  N/A

• Irish Footed Glass- well-stocked, no stains

  Yes

  No

  N/A

• Coffee Cups and undeliner- well-stocked, no stains

  Yes

  No

  N/A

• Water bottles are available

  Yes

  No

  N/A

• Water bottle underliner are clean

  Yes

  No

  N/A

• Wine Trapo/Bucket are available and well maintained

  Yes

  No

  N/A

• Garbage bin with cover are clean and sanitize

  Yes

  No

  N/A

• Sani-buckets with correct towels are available and properly labeled

  Yes

  No

  N/A

FOH Team members

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

  Yes

  No

  N/A

• Sense of Urgency. Walk fast and move fast.

  Yes

  No

  N/A

• Observing "Oyster Theory"

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Command position-ready to anticipate guest needs

  Yes

  No

  N/A

GROOMING STANDARDS AND UNIFORM CHECK (Front of the house)

• Not faded, Well-pressed uniforms (white polo, black pants/green palda, tucked in; apron)

  Yes

  No

  N/A

• No Jewelries (stud/pearl earrings only for female)

  Yes

  No

  N/A

• Nameplate- Neatly printed. All Caps

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

• Appropriate make-up for all Female

  Yes

  No

  N/A

• Clean Shaven (for male only)

  Yes

  No

  N/A

• No Perfume nor fabric conditioner on their uniform

  Yes

  No

  N/A

• Black leather/doll shoes and black socks (male only)

  Yes

  No

  N/A

• Tickler

  Yes

  No

  N/A

• 3 click pens

  Yes

  No

  N/A

• 1 click Lighter

  Yes

  No

  N/A

• Hand Sanitizer- Green Cross or Hygienix

  Yes

  No

  N/A

• Small Calculator

  Yes

  No

  N/A

• Wine Opener

  Yes

  No

  N/A

• Clean nails and no nail polish

  Yes

  No

  N/A

• Put-on for employees on break.

  Yes

  No

  N/A

• New uniforms are issued to regular team members every year.

  Yes

  No

  N/A

Team Members

• Host

• Server

• Bartender

• Busser

SERVICE STRUCTURE

BIENVENIDOS

• Greet the guest with eye contact, enthusiasm and energy

  Yes

  No

  N/A

• Did he/she use various greetings (Spanish Phrases)

  Yes

  No

  N/A

• Identified the number of party and preferred seating area

  Yes

  No

  N/A

• Update Floorplan and use the right marker

  Yes

  No

  N/A

• 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)

  Yes

  No

  N/A

• Open the door for the guest

  Yes

  No

  N/A

• Was able to guide with open palm saying “Right this way, Please”

  Yes

  No

  N/A

• Did other FOH team members greet to welcome the entering guests?

  Yes

  No

  N/A

• Introduce 1,2,3,4 Punch (Manager, Server, Menu & Bar list)

  Yes

  No

  N/A

• Was able to remove/provide table set-up (Placemat, Roll-ups & Balsamic underliner) using brass tray

  Yes

  No

  N/A

GUEST ACKNOWLEDGEMENT

INTRODUCE YOUR NAME

• Did the server arrive immediately or within 30 seconds to acknowledge the guest ?

  Yes

  No

  N/A

• Did the server Introduced himself/herself as the server with eye to eye contact and energy?

  Yes

  No

  N/A

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)

  Yes

  No

  N/A

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!”)

  Yes

  No

  N/A

• Convincing tone of voice not stuttering or sound scripted

  Yes

  No

  N/A

TAKE THE ORDER

• Use Tickler while taking the order

  Yes

  No

  N/A

• Was able to repeat the Guest’s order in sequence

  Yes

  No

  N/A

• Provides approximate ticket time especially those dishes with long service time

  Yes

  No

  N/A

• Make a positive respond (Ex. Good Choice!)

  Yes

  No

  N/A

• Ask if the guests will be using any privilege card or vouchers.

  Yes

  No

  N/A

• Mention those dishes with long serving time ("For your paella, it will take 35 mins.)

  Yes

  No

  N/A

• Knows how to provide exit word (“Thank you so much”,”I’ll be back with your drinks”)

  Yes

  No

  N/A

• Was able to remove the menu

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

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>

  Yes

  No

  N/A

• Knows how to follow and serve the food/drinks in sequence

  Yes

  No

  N/A

• Provide service water with glass coaster to each guest right after ringing the order.

  Yes

  No

  N/A

• Serve beverages with beverage napkin (for ALL cold drinks only), proper glass, garnish and timing standards

  Yes

  No

  N/A

• Was able to provide BREAD SERVICE properly

  Yes

  No

  N/A

• Was able to provide beverage napkin to all finger foods (pintxos & sexy bites)

  Yes

  No

  N/A

• Provide Serving Gears on food properly

  Yes

  No

  N/A

• Was able to use tray all the time (Strictly No Hands Service)

  Yes

  No

  N/A

• Use descriptive words when serving

  Yes

  No

  N/A

• Was able to provide water bottle with underliner

  Yes

  No

  N/A

• Was able to provide empty bowl for all dishes with clams, mussels etc.

  Yes

  No

  N/A

• Serve coffee or other hot beverages in HOT mug/ cups and underliner with condiments

  Yes

  No

  N/A

• Offer Russian-style service upon delivery of platters, salads or starters for sharing.

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

• Was able to use brass tray for all clean plates

  Yes

  No

  N/A

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.

  Yes

  No

  N/A

• Offer another glass/refills on beverages . Refill water and refillable drinks with a decanter.

  Yes

  No

  N/A

• Was able to do secondary service without interrupting the guest (Apply Ninja Service)

  Yes

  No

  N/A

• Check Back? Ask the guests if they are enjoying their meal and give "at your service" assurance.

  Yes

  No

  N/A

• Offer to change plate and cutlery when necessary.

  Yes

  No

  N/A

• Maintain neat table appearance: Wipe spills and crumbs on the table, change dinner napkins

  Yes

  No

  N/A

• When clearing the empty plates, take the opportunity to suggest desserts and hot beverages.

  Yes

  No

  N/A

• Suggest and serve desserts and after coffee/tea with proper set-up

  Yes

  No

  N/A

• Offer Bistro Premiere Card (short and sweet, no hard selling)

  Yes

  No

  N/A

GRACIAS POR SU VISITA

During bill out, did your team member:

• Prepares the bill prior to guest's request. 2 seconds bill out.

  Yes

  No

  N/A

• Immediately present the bill upon guest request.

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

• Ask the guest for any feedback about the food and service (textify program)

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

MANAGER ON DUTY

• Is engaging with and directing the team members on floor

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Returns the privilege card personally to the owner.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Alley Rally Forms<br>NOTE: Check if it is updated and used everyday

  Yes

  No

  N/A

• Printed Validation forms<br>NOTE: Check if it is updated and used everyday

  Yes

  No

• BAR Inventory and Production Sheet Form<br>NOTE: Check if it is updated and used everyday

  Yes

  No

  N/A

• FOH Station Straining Manual (in binder for store copy)

  Yes

  No

  N/A

• Bar Drinks Rolodex are being used, clean and well maintained (no signs of tampering)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Recipe Updates/ Training Updates (filed in the office for training reference)

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

• Recent Memos/Update posted and communicated (Any memo from JPM, VP's, DO's, Marketing Dept, Purchasing Dept. and Accounting)

  Yes

  No

  N/A

Dish 1

• Comments

• Served on time

  Yes

  No

• Temperature

  Yes

  No

• Recipe adherence

  Yes

  No

• Taste

  Yes

  No

• Presentation

  Yes

  No

• Take a photo

  Media

Dish 2

• Comments

• Served on time

  Yes

  No

• Temperature

  Yes

  No

• Recipe Adherance

  Yes

  No

• Taste

  Yes

  No

• Presentation

  Yes

  No

• Take a photo

  Media

Dish 3

• Comments

• Served on time

  Yes

  No

• Temperature

  Yes

  No

• Recipe adherence

  Yes

  No

• Taste

  Yes

  No

• Presentation

  Yes

  No

• Take a photo

  Media

NON-NEGOTIABLE

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All employees on duty have undergone Classroom Training

  Yes

  No

  N/A

• Presence of Cleaning Crew- Clean Restrooms

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Presence of dedicated BPC Seller

  Yes

  No

  N/A

• MOD in dining all the time<br>

  Yes

  No

  N/A

• Assigned busser during peak hour

  Yes

  No

  N/A

• No "86" items<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

OPERATIONS ESSENTIALS

• Business hours posted & visible.<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Manager's Office area is clean and organized

  Yes

  No

  N/A

• Operation Hours properly observed.<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• General assembly or meeting with team members is conducted regularly

  Yes

  No

  N/A

RESTROOM ESSENTIALS

• Mirrors are clean and smudge free

  Yes

  No

  N/A

• Urinals/ toilet bowl clean

  Yes

  No

  N/A

• Sink is clean and no leak

  Yes

  No

  N/A

• Tiles and flooring is clean and dry<br>

  Yes

  No

  N/A

• Odor free<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Low water pressure for toilet’s bidet

  Yes

  No

  N/A

REPAIR AND MAINTENANCE

• Complete R&M basic tools

  Yes

  No

  N/A

• Service reports filled up by R&M personel and filed in the office

  Yes

  No

  N/A

• Are all receipts intact/complete?

  Yes

  No

• Cash on hand is intact (Outstanding receipts + cash is equivalent to 20k)?

  Yes

  No

• Petty cash log updated daily including am/pm shift?

  Yes

  No

• Is there a BFF Monitoring logbook?

  Yes

  No

• Are there a seperate Official Receipt booklet exclusive for BFF sales?

  Yes

  No

• Check the series number issued and sold in the monitoring sheet? Is there any discrepancies?

  Yes

  No

• Check lost and found cards and if it logged properly?

  Yes

  No

• BFF sold by serial number?

  Yes

  No

• FOH Recommendation

• Attachments

  Media

• BOH Recommendations

• Attachments

  Media

• Manager's Signature

  Sign

• Manager's Signature

  Sign