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Guest Services & Experience

Team Members and Managers Use Please and Thank You

  • Please and Thank You observed with every Guest

Team Member behavior at the start of the Guest interaction meets Standards

  • Team Member is present when Guest arrives

  • Guest is greeted within five seconds

  • Greeting includes an initial welcome to the restaurant and an offer to help the Guest

Team Member behavior through the duration of Guest interactions meets Standards

  • Team member smiles at Guests

  • Team Member makes eye contact with the Guest

  • Team Member gives their full attention

Restaurant conducts at least Two Table Touches and one Travel Path per Hour

  • A Manager or Team Member Conducts at least two table touches per hour

Restaurant asks for specific feedback on visit from Guests

  • A Manager or Team Member asks for specific feedback on visit from Guest

Manager takes action on feedback and/or observations during Travel Paths

  • Manager takes action on feedback

Team Member closes the transaction in a positive manner

  • Warm parting phrase used

  • Tray or bag presented to the Guest

  • Expediter asks Guest if they need additional condiments

Receipt is included with the Order

  • Receipt is included with the Order

B.L.A.S.T. is used in case of a Guest Complaint

  • B.L.A.S.T. is used in case of a Guest Complaint

Team Members behave in a manner that demonstrates to Guests they are welcome at Burger King

  • Team Members behave in a manner that demonstrates to Guests they are welcome at Burger King

The restaurant team is aware of GuestTRAC ® Results

  • The restaurant team is aware of GuestTRAC ® Results

Restaurant is compliant with GuestTRAC ® and Relations Program Standards

  • Restaurant is compliant with GuestTRAC ® and Relations Program requirements

All Menu Items are available

  • All items advertised on the menu are available for Guests to purchase

P.O.P. meets Burger King Standards

  • P.O.P. elements are clean, current, and in good condition

  • Restaurant is free from unapproved or unprofessional P.O.P.

Drive-Thru Total Time is 2:45 or below

  • Is the Drive-Through time 2:45 or below

  • Select ONE of the below:

  • Drive-Thru Total Time from the previous month is 2:45 or below

  • Drive-Thru Total Time from the previous month is between 2:46 and 2:50

  • Drive-Thru Total Time from the previous month is between 2:51 and 2:55

  • Drive-Thru Total Time from the previous month is between 2:56 and 3:00

  • Drive-Thru Total Time from the previous month is over 3:00

  • The restaurant is unable to provide the previous month of Drive-Thru Speed of Service (regardless of work-order status) or the restaurant does not have an approved Drive-Thru Timer

  • The restaurant does not have a Drive-Thru

Window Time is 1:00 or below

  • Window Time is 1:00 or below

  • Select ONE of the below:

  • Drive-Thru Window Time from the previous month is 1:00 or below

  • Drive-Thru Window Time from the previous month is between 1:01 and 1:05

  • Drive-Thru Window Time from the previous month is between 1:06 and 1:10

  • Drive-Thru Window Time from the previous month is between 1:11 and 1:15

  • Drive-Thru Window Time from the previous month is greater than 1:15

  • The restaurant is unable to provide the previous month of Drive-Thru Speed of Service (regardless of work-order status) or the restaurant does not have an approved Drive-Thru Timer

  • The restaurant does not have a Drive-Thru

Dine-In Total Time is 2:45 or below

  • Dine-In Total Time is 2:45 or below

  • Select ONE of the below:

  • Dine-In Total Time during the REV is 2:45 or below

  • Dine-In Total Time during the REV is between 2:46 and 2:50

  • Dine-In Total Time during the REV is between 2:51 and 2:55

  • Dine-In Total Time during the REV is between 2:56 and 3:00

  • Dine-In Total Time during the REV is greater than 3:00

Required number of working headsets are available and in-use

  • The Restaurant has the required number of headsets available and in-use

Approved Drive-Thru Timer is installed and working properly

  • An Approved Drive Thru Timer is installed and is working correctly

Order Confirmation Screen and Speaker are installed and working properly

  • OCU Speaker is present and can be clearly heard

  • Approved Order Confirmation Screen is Installed and Order is being displayed as it is taken

Team Member behaviors support Speed of Service

  • Orders are being fulfilled immediately

  • Restaurant is Rush Ready

Manager behaviors support Speed of Service

  • Manager-in-Charge is coaching team to work with urgency

Delivery Orders are being accepted in restaurants that offer Delivery

  • The Delivery Tablet/POS is on, has more than 10% charge, is charging, or the Restaurant is using POS Injection for Delivery Orders

Deliveries waiting for dispatch are handled appropriately

  • There is a designated/labeled pick-up area for Third Party Delivery or a designated Delivery area for Self-Managed Delivery

  • Delivery Orders are stored appropriately before pick-up

  • Deliveries are packaged in accordance with required procedures

Self-Order Kiosks are in acceptable physical condition

  • Self-Order Kiosks are powered on and accepting orders

  • Self-Order Kiosks are clean and free from damage

Self-Order Kiosks are updated with the latest menu and offerings

  • Self-Order Kiosk pricing matches those on the Menu board

  • Self-Order Kiosks are displaying updated promotions and products

Food Quaity

French Fries, Hash Browns, and Side Items are Cooked Properly

  • French Fry fryer items are loaded into the fryer basket properly

  • French Fry fryer items are cooked properly

  • French Fry fryer items have the proper cook time programmed

French Fries, Hash Browns, and Side Items are Prepared and Stored Properly

  • French Fry Fryer items are drained, placed, and salted as required within 10 seconds

  • Batches of French Fry fryer items are rotated properly

  • French Fry fryer items are properly and consistently packed

Approved KMS is Present and In-Use

  • Approved Kitchen Management System is Present and Executed Properly

  • Manager-in-Charge is able to explain how to use and adjust the Kitchen Management System

  • Correct projections are used in the Kitchen Management System

Kitchen Management System is Powered On and Functioning

  • Kitchen Management System is Powered On and Functioning

Kitchen Management System is Powered On and Functioning

  • PHUs are programmed correctly

  • Team Members are pushing the correct buttons

  • Products are placed in the correct PHU cavity

Ordered Products are Prepared Correctly

  • Sandwiches are built correctly

  • Sandwiches are marked correctly

  • Beverages and Desserts are prepared according to proper procedures

  • Salads are prepared correctly

Team Member behaviors support Accurate Orders

  • Sales and Service Leaders repeat the order when necessary

  • Expediter uses tickets or screens to fill orders

No Guests return with Incorrect Order

  • No Guests return with Incorrect Order

All Thawed or Opened products are Labeled and not Expired

  • All Thawed or Opened products are Labeled and not Expired

All Drinks, FCB Syrup, Bag in Box, Milk Based Products, Juices, and Soft Serve Mix are Labeled and not Expired

  • All Drinks, FCB Syrup, Bag in Box, Milk Based Products, Juices, and Soft Serve Mix are Labeled and not Expired

Products in the Cooler, Freezer, and Dry Storage are Labeled and not Expired

  • Products in the Cooler, Freezer, and Dry Storage are Labeled and not Expired

Buns are Toasted Properly

  • Buns are toasted to order and not held for more than 30 seconds

  • Buns are toasted according to BK procedures and meet quality standards

Buns in use are in Good Condition and Stored Appropriately

  • Buns in use are in Good Condition and Stored Appropriately

Produce meets Holding and Quality Standards

  • Preparation procedures are properly executed

  • Produce meets minimum quality standards for color and condition

Products in the PHU meet Quality Standards

  • Products in the PHU meet Quality Standards

Expired PHU Products are Discarded

  • Expired PHU Products are Discarded

Guests are not served Expired French Fries, Hash Browns, or Side Items

  • Guests are not served Expired French Fries, Hash Browns, or Side Items

Guests are not served any other Expired Items

  • Guests are not served any other Expired Items

Equipment and Products are Stored Properly

  • All Equipment, Ingredients, and Packaging stored at least 6 inches/15 centimeters above the floor and at least 2 inches/5 centimeters from the wall in coolers and freezers

  • First In, First Out (FIFO) rotation is used

  • Open Bags of Products are Stored Properly

Frozen Products are stored at 0F +/- 10F or -23C to -12C

  • Frozen Products are stored at 0F +/- 10F or -23C to -12C

Specialty Items and Items Cooked in the Multi Pot Fryer are Cooked Properly

  • Items are loaded into the Fryer Basket Properly

  • Items are Cooked using the Proper Procedure

  • Fryers are Programmed Properly

Side Items are Portioned, Packed, and Served according to Ops Procedures

  • Side Items are Portioned, Packed, and Served according to Ops Procedures

Shortening Test Kit (Color or TPM) and Skimmer are Available

  • Shortening Test Kit (Color or TPM) and Skimmer are Available

Oil in the Fryers meets standard

  • All Fryers pass Shortening Test

  • Oil Levels are not below fill line or over fill line

Excess Breading and Broken Pieces are Skimmed Regularly

  • Excess Breading and Broken Pieces are Skimmed Regularly

Fresh and Ready (Shelf Life), Condiment, and Thaw Charts are Posted/Available

  • Fresh and Ready (Shelf Life), Condiment, and Thaw Charts are Posted/Available

Effective Waste Management System is in Place

  • Effective Waste Management System is in Place

Managers and Team Members are able to Demonstrate use of Prep and/or Thaw System

  • Managers and Team Members are able to Demonstrate use of Prep and/or Thaw System

People

Uniform elements relating to image are approved, worn appropriately, and in good condition

  • All Uniforms (including long-sleeved undershirts) worn by Team Members and Managers are approved image and in good condition

  • All Team Members and Managers in complete uniform including BKC Marketing approved shirt, Black Pants/Skirt, WHOPPER® Stripes nametag, and belt if belt loops are present

  • Uniforms are worn at all times, freshly laundered, wrinkle free, and the appropriate size

  • There are no other Uniform opportunities observed

Uniform elements relating to Food or Team Safety are approved, worn appropriately, and in good condition

  • Shoes are solid black leather or vinyl, slip resistant, and cover the entire foot

  • All Team Members are wearing a hat or visor that is clean and in good condition

  • Hair is pulled back and properly restrained, all hair and facial hair meets standards

  • Necklaces are worn inside of uniforms, watches are only worn by managers

  • Piercings are in ears only and less than 1/2 inch in diameter

  • Rings are limited to one on each hand, are plain, and unadorned

  • Nails (real and artificial) are less than 1/8 inch beyond the finger tip. Artificial Nails (if allowed) are in good condition and covered by a glove if handling food

Modules are completed as required on BK LINK or RTT is present and complete

  • Which are you using

  • Variance of active Team Members in BK Link (compared to the roster) is 5 or greater

  • Module completion is at or above 95%

  • Module completion between 90% and 94.9%

  • Module completion between 85% and 89.9%

  • Module completion between 80% and 84.9%

  • Module completion less than 80%

  • RTT materials are available and properly posted

  • Select ONE of the below:

  • Proficiency chart is at "3" for any three Team Members working by themselves on a station without trainer supervision

  • Proficiency chart is at "3" for two out of any three Team Members working by themselves on a station without trainer supervision

  • Proficiency chart is at "3" for one out of any three Team Members working by themselves on a station without trainer supervision

Team Members working in position have been verified and certified in that position on BK LINK or the RTT Restaurant Training Plan is in place

  • Which are you using

  • The restaurant is at 80% or greater overall scorecard completion

  • If above line item is "N," check the Performance Scorecards for any 3 Team Members working by themselves without trainer supervision (with at least one from front and one from back of house) and select ONE of the below:

  • Three Team Member scorecards have been signed off by a Manager

  • Two Team Member scorecards have been signed off by a Manager

  • One Team Member scorecards have been signed off by a Manager

  • If using RTT, the restaurant has posted a training plan in the restaurant

Manager-in-Charge has current Foundations Certificate

  • Manager-in-Charge has current Foundations Certificate

Manager Command Station has all required elements and is up-to-date

  • Half Hour Sales are posted or available through the Kitchen Management System

  • Restaurant is using a Positioning Guide

  • Speed of Service performance is tracked by the Manager-in-Charge

Cleaning and Maintenance

Paved Exterior areas meet standard

  • Paved Exterior areas like sidewalks, parking lots, drive-thru lane, and dumpster pad are clean, free of build-up or debris, and in good condition

Landscaping and Furniture meets standard

  • Landscaping and Exterior Furniture are clean, free of build-up or debris, and in good condition

Trash Receptacles meet standard

  • Trash Receptacles (including the Dumpster) are clean and in good condition

Exterior Building Structure meets standard

  • Walls, Roof, and Exterior Doors/Windows are clean and in good condition

Exterior Signage and Lighting meets standard

  • Exterior lights and signage (including building lights, parking lot lights, and directional signs) are clean and in good condition

Menu Boards meet standard

  • Menu Board and Preview Board Frames and Bases are clean and in good condition<br>

  • Menu Board and Preview Board Panels are clean, in good condition, and installed appropriately<br>

  • Menu Board and Preview Board Doors and lenses are clean, in good condition, and installed appropriately<br>

OCU Screen and OCU overhang meets standard

  • OCU Screen, Pedestal, and Overhang are clean and in good condition

Dining Room and Restroom Building Structure meets standard

  • Walls in the Dining and Restroom Areas are clean and in good condition

  • Windows in the Dining and Restroom Areas are clean and in good condition

  • Doors and Door Frames in the Dining and Restroom Areas are clean and in good condition

  • Partitions in the Restroom Areas are clean and in good condition

Dining Room and Restroom Lights and Ceilings meet standard

  • Lights in the Dining and Restroom Areas are clean and in good condition

  • Ceilings and Ceiling Vents in the Dining and Restroom Areas are clean and in good condition

Guest facing Trash Receptacles meet standard

  • Trash Receptacles are Clean, Lined, and free from Damage

  • Trash Receptacle Housings are clean and free from damage

Playground meets standard

  • Playgrounds (including safety flooring, netting, shoe holders, tunnels, and slides) are clean and in good condtiion

Beverage and Condiment Stations meets standard

  • Beverage and Condiment Stations are clean, free of litter, and in good condition

Front Counter and Menu Boards meet standard

  • Front Counter and Dine-In Menu Boards are Clean and in good condition

Dining Room Furniture and Décor meets standard

  • Dining Room Furniture and Décor meets standard

Restroom Fixtures and Dispensers meet standard

  • Restroom Fixtures meet standard

  • Restroom Dispensers meet standard

Back of House Building Structure meets standard

  • Floors in the back of house meet standard

  • Walls in the back of house meet standard

  • Lights in the back of house meet standard

  • Ceiling and Ceiling vents in the back of house meets standard

Sinks and Shelves meet standards

  • Handwash, Warewash, Prep, and Mop Sinks are clean and in good condition

  • Shelves are clean and in good condition

Trash Receptacles in the Back of House meet standards

  • Trash Receptacles in the back of house are clean and in good condition

Boilers, Fryers, and their Hoods meet standard

  • Broilers and Broiler Hoods meet standards

  • Fryers and Fryer Hoods meet standards

Ovens, Toasters, Microwaves, and Egg Cookers meet standard

  • Ovens meet standard

  • Toasters meet standard

  • Microwaves meet standard

  • Egg Cookers meet standard

Walk-in Coolers and Freezers meet standard

  • Walk-In Coolers meet standard

  • Walk-In Freezers meet standard

Reach-In Coolers and Freezers meet standard

  • Reach-In Coolers are clean and in good condition

  • Reach-In Freezers are clean and in good condition

PHUs meet standard

  • PHU Exteriors, Slots, Faceplates, and Timer Bars meet standard

Fry Holding Station meets standard

  • Fry Holding Station meets standard

Smallwares (Non-Food Contact Surfaces) meet standard

  • Non-food contact surfaces of smallwares meet standard

  • Non-food contact surfaces of slicers meet standard

  • Containers holding smallwares as clean (such as bins) meet standard

Sandwich Boards meet standard

  • Main Sandwich Board meets standard

  • Specialty Sanwich Board meets standard

Prep Tables and Heat Chute meet standard

  • Prep Tables meet standard

  • Heat Chute meets standard

Ice Machines (Non-Food Contact Surfaces) meet standard

  • Ice Machines (Non-Food Contact Surfaces) meet standard

Drive-Thru Beverage and Coffee/Tea Stations meet standard

  • Drive-thru Beverage Stations meet standard

  • Coffee and Tea Stations meet standard

Other Beverage Stations meet standard

  • Non-Food Contact Surfaces of the FCB machine meet standard

  • Non-Food Contact Surfaces of the Shake/Soft Serve machines meet standard

Fry Holding Station meets standard

  • Other Equipment meets standard

Food Safety

Personal Hygiene Practices meet Standard

  • This section is worth 8 points

  • Hands are washed when required

  • Handwashing procedure is executed properly

  • Paper towel, soap, and hand sanitizer dispensers are stocked and easily dispensed

  • No evidence of Team Members working while ill

  • Team Member observed with uncovered uncovered sore on hand/arm

  • Gloves (if required) are available and used appropriately

  • At least one handwashing sink in the back of house is functional

Personal Hygiene Practices meet Standard

  • This section is worth 4 points

  • Handwashing sinks are free from obstruction

  • Handwashing sinks in kitchen meet a minimum of 100F/38C

  • Blue Band-Aids are available

Cooking Practices are adequate

  • This section is worth 8 points

  • Manager is able to perform proper Cook-Out procedures

Contamination Protections are in place

  • This section is worth 8 points

  • Proper use of tongs observed

  • Cooked and raw products are kept separate, with no potential for contamination

  • Physical Contamination is not observed

  • Allergen Guidelines and Procedures are properly followed

  • Back of House areas are free from roof leaks

  • All chemicals present are labeled and stored properly

Contamination Protections are in place

  • This section is worth 4 points

  • Restaurant is free from drainage back up

  • Dented, Rusted, Swollen, or Leaking cans are segregated and marked "Do Not Use"

Holding Practices are implemented appropriately

  • This section is worth 8 points

  • Hot PHFs meet the requisite minimum temperature guidelines

  • Cold PHFs meet the requisite minimum temperature guidelines

  • No expired PHF items held at room temperature are observed

  • All PHF items held at room temperature are properly marked

  • Old and new PHFs are not mixed

  • Soft serve and Shake mix in hopper meets requisite mimimum temperature guidelines

Equipment Protected from Contamination

  • This section is worth 8 points

  • Sanitizing solution strength meets minimum strength requirement

  • Sanitizer solutions are in properly labeled and approved containers

  • Sanitizing buckets/bottles available for all stations and/or not close to open food containers

  • Approved clean cloths are submerged in sanitizing solution

  • No evidence of build-up or Cross Contamination in the soft serve vat

  • All required shake/soft serve brushes are present, clean, in good condition, and stored properly

  • Soft serve machine sanitizer and approved lube is available

  • Smallwares and PHU pans are properly maintained and not burned, no evidence of cracks on the food contact surface

  • Food contact surfaces of Vegetable Slicers, PHU Pans, and Tongs are properly cleaned before storage with no build-up observed

  • Wash/Rinse/Sanitize procedure is properly followed

Equipment Protected from Contamination

  • This section is worth 8 points

  • Non-handwashing sinks in kitchen areas meet a minimum of 110F/42C

  • Food Contact surfaces of the Ice Machine are free of mold

  • Soda nozzles are properly cleaned with no build-up observed

  • All equipment and prep washing sinks are functional

Purchases are from Approved Sources

  • This section is worth 8 points

  • All food present is approved

  • All equipment, smallwares, and tools present are approved

  • All chemicals present are approved

Purchases are from Approved Sources

  • This section is worth 4 points

  • All packaging and paper supplies are approved

  • Employee food is properly stored and not prepared on/with restaurant equipment

Pest Issues are not observed

  • This section is worth 8 points

  • Live or Dead rodents are not observed

  • Rodent droppings are not observed

  • Live or dead cockroaches are not observed

  • Flies are not observed landing on food

  • Birds and/or bats are not nesting inside the restaurant

  • Excessive fly activity is not observed

Pest Issues are not observed

  • This section is worth 2 points

  • Ant trails are not observed in the back of house

  • Pest Control report is on file in the restaurant

Food Safety Systems are in place and implemented appropriately

  • This section is worth 8 points

  • Critical issues on the Health Department Inspection are corrected within 10 days or the timeline specified on the inspection

  • Daily Planner/Quality Check Logs are completed for the last 30 days

  • Approved calibrated thermometer is available

  • Registered temperatures in the Cook-Out Log are within proper range

  • Sanitizer test strips are available

  • Cook-Out Logs are completed for the last 30 days

  • ServSafe Certificate is available and unexpired for the person in charge

Food Safety Systems are in place and implemented appropriately

  • This section is worth 4 points

  • Most recent Health Department Inspection is Available

  • Non-Critical issues on the Health Department Inspection are corrected within the necessary timeline

Scoring

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  • Brand standards

  • Food Safety

  • Overall

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