BISTRONOMIA SUPERTEAM (Cold Station)

• Site conducted

  Select

• Operations Excellence Audit

• Client / Site

• Conducted on

  Date

• Conducted by

• Location
  Address

• SALA Manager

• BOH Manager

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

• Colds Chiller- 0°C to 4°C

  Yes

  No

  N/A

• Four Door Chiller- 0°C to 4°C

  Yes

  No

  N/A

• Four Door Freezer- 0°C to -10°C

  Yes

  No

  N/A

GRI (Cold Station Items)

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

  Yes

  No

  N/A

• All stocks properly labelled

  Yes

  No

  N/A

• All items are in APL

  Yes

  No

  N/A

• No stocks beyond shelf life

  Yes

  No

  N/A

• Clean and organized

  Yes

  No

  N/A

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

Colds

• Colds Chiller<br>

  Yes

  No

  N/A

• Colds station tools

  Yes

  No

  N/A

• Microwave

  Yes

  No

  N/A

• Vacuum Machine

  Yes

  No

  N/A

• Slicer Machine

  Yes

  No

  N/A

• POS Printer (Colds)

  Yes

  No

  N/A

• Thermomix

  Yes

  No

  N/A

• Pasta Maker

  Yes

  No

  N/A

• Salad Spinner

  Yes

  No

  N/A

• Weighing Scale (Colds)

  Yes

  No

  N/A

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

• Main Freezer Items

  Yes

  No

  N/A

• Main Freezer Items

  Yes

  No

  N/A

• Main Freezer Items

  Yes

  No

  N/A

• Main Chiller Items

  Yes

  No

  N/A

• Main Chiller Items

  Yes

  No

  N/A

• Main Chiller Items

  Yes

  No

  N/A

• Colds items

  Yes

  No

  N/A

• Colds items

  Yes

  No

  N/A

• Colds items

  Yes

  No

  N/A

Colds Station Essentials

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

  Yes

  No

  N/A

• Production sheet - available and being used.

  Yes

  No

  N/A

• Clean as you work. Clean as you go.

  Yes

  No

  N/A

• Ceiling clean and in good repair.

  Yes

  No

  N/A

• Exhaust and air vents clean and in good repair.

  Yes

  No

  N/A

• Floors - dry and clean.

  Yes

  No

  N/A

• No leaking faucet and in good repair.

  Yes

  No

  N/A

• Proper thawing, cooking, cooling and reheating procedures

  Yes

  No

  N/A

Safety and Sanitation

• No presence of insects, flies & cockroaches.

  Yes

  No

  N/A

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

  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

Chemicals and cleaning tools

• Only approved chemicals used

  Yes

  No

  N/A

• Available test strips (quat and chlorine)

  Yes

  No

  N/A

• Techno bac (Organic Chlorine Sanitizer) available

  Yes

  No

  N/A

• Leader (Dishwashing Liquid) available

  Yes

  No

  N/A

• All Fresh (Sanitizer) available

  Yes

  No

  N/A

Kitchen Forms- properly filled up and updated

• Linecheck forms

  Yes

  No

  N/A

• Production sheet

  Yes

  No

  N/A

• Receiving Inspection report

  Yes

  No

  N/A

• Produce washing

  Yes

  No

  N/A

• Cooling log form

  Yes

  No

  N/A

• Thermometer calibration

  Yes

  No

  N/A

• Wastages Form

  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

• Only plain wedding ring is allowed

  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

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

  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

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

Dish 4

• Comments

• Served on time

  Yes

  No

• Temperature

  Yes

  No

• Recipe adherence

  Yes

  No

• Taste

  Yes

  No

• Presentation

  Yes

  No

• Take a photo

  Media

Dish 5

• Comments

• Served on time

  Yes

  No

• Recipe Adherance

  Yes

  No

• Taste

  Yes

  No

• Presentation

  Yes

  No

• Take a photo

  Media

• Cold Station Recommendations

• Attachments

  Media

• Manager's Signature

  Sign