Audit Details

  • Site audited

  • Site manager

  • Conducted on

  • Audited by

First impressions / Atmosphere

1. First Impressions

  • 1.1 Entrance

  • 1.2 Correct ambiance [ music suitable and music/noise levels acceptable ]

  • 1.3 Correct Temperature

  • 1.4 Smell

  • 1.5 Adequate lighting [ does the lighting match outside when you walk in or is there a big difference, are there two or more lights out]

  • 1.6 Menus, Boards, Labels and other marketing (printing) in good, clean condition

  • 1.7 Good handwriting displayed across and no spelling mistakes made

  • 1.8 Displays & Fridges are abundant for time of day

  • 1.9 All display and fridge products facing front and correctly labelled

  • 1.10 "BUSY MAKING MORE / FRESH OUT" signs available and in use

  • 1.11 Tables and chairs clean and in correct position

  • 1.12 Tables correctly set up for service [ condiments clean and organised ]

Cleanliness

2. Cleanliness

  • All cleaning equipment CLEAN and in good condition

  • A. KITCHEN / PRODUCTION KITCHEN (Mark "No" if 3 or more points have been lost on average in this sections)

  • B. STAFF AREAS (Mark "No" if 3 or more points have been lost on average in this sections)

  • C. STORAGE AREAS (Mark "No" if 3 or more points have been lost on average in this sections)

  • D. OFFICE (Mark "No" if 3 or more points have been lost on average in this sections)

  • E. CUSTOMER AREAS (Mark "No" if 3 or more points have been lost on average in this sections)

  • F. TILL COUNTERS (Mark "No" if 3 or more points have been lost on average in this sections)

  • G. BARS (Mark "No" if 3 or more points have been lost on average in this sections)

  • H. DELI & HOT COUNTERS (Mark "No" if 3 or more points have been lost on average in this sections)

  • I. MOBILE UNITS (Mark "No" if 3 or more points have been lost on average in this sections)

  • Aa. PRODUCTION KITCHEN

  • Production Kitchen
  • Area:

  • a.1 Fridges & Walk in fridges

  • a.2 Equipment & utensils

  • a.3 Benches

  • a.4 Floor & Ceiling

  • a.5 Walls, Doors & Windows

  • a.6 Sinks and/or KP area

  • a.7 Uniforms

  • a.8 CAYG observed

  • A. KITCHEN

  • Kitchen
  • Area:

  • a.1 Fridges & Walk in fridges

  • a.2 Equipment

  • a.3 Benches

  • a.4 Floor & Ceiling

  • a.5 Walls, Doors & Windows

  • a.6 Sinks and/or KP area

  • a.7 Uniforms

  • a.8 CAYG observed

  • B. STAFF ROOMS

  • Staff rooms
  • Area:

  • b.1 Lockers

  • b.2 Other storage

  • b.3 Benches & other furniture

  • b.4 Floor & Ceiling

  • b.5 Walls, Doors & Windows

  • b.6 Toilets

  • b.7 Uniforms and Laundry

  • C. STORAGE ROOMS & AREAS [inc. cellars]

  • Storage rooms & areas [inc. cellars]
  • Area:

  • c.1 Shelving, cupboards & similar

  • c.2 Floor & Ceiling

  • c.3 Walls, Doors & Windows

  • c.4 Uniforms and Laundry

  • c.5 Stock

  • D. OFFICE

  • Office
  • Area:

  • d.1 Desk & Chair

  • d.2 Shelving units & files

  • d.3 Floor & Ceiling

  • d.4 Walls, Doors & Windows

  • E. CUSTOMER AREAS

  • Customer Areas
  • Area:

  • e.0 Entrance [clean and well presented]

  • e.1 Tables & Chairs

  • e.2 Table condiments [sugar, s+p, ketchup,etc.] when applicable

  • e.3 High chairs [clean and in good working condition]

  • e.4 Condiments station

  • e.5 Display Fridge[s]

  • e.6 Cake and impulse displays [popcorn, crisps, sweets, etc.]

  • e.7 Hostess Desk

  • e.8 Waiters Stations

  • e.9 Floor & Ceiling

  • e.10 Walls, Doors & Windows

  • e.11 [CF] CUSTOMERS TOILETS [clean, smelling fresh, refilled & in good order]

  • e.12 CAYG observed

  • F. TILLS COUNTERS

  • Tills Counter
  • Area:

  • f.1 Front Counter & Tills [inc. till drawers and lower decks]

  • f.2 Back Counter, shelving and cupboards

  • f.3 Cakes display

  • f.4 Coffee machine, boiler and grinder

  • f.5 China, cutlery and glassware clean, polished and not chipped

  • f.6 Fridges, ice machines and other equipment

  • f.7 Floor & Ceiling

  • f.8 Walls, Doors & Windows

  • f.9 Uniforms [clean and in good condition]

  • f.10 CAYG observed

  • G. BARS

  • Bar
  • Area:

  • g.1 Front counter and taps

  • g.2 Bank counter, benches and cupboards

  • g.3 Shelving units & displays

  • g.4 Coffee machine, boiler and grinder

  • g.5 China, cutlery and glassware clean, polished and not chipped

  • g.6 Fridges, ice machines and other equipment

  • g.7 Floor & Ceiling

  • g.8 Walls, Doors & Windows

  • g.9 Uniforms [clean and in good condition]

  • g.10 CAYG observed

  • H. DELI & HOT COUNTERS

  • Deli & Hot Counter
  • Area:

  • h.1 Deli fridge

  • h.2 Hot counter [inc. clean working lamps]

  • h.3 Back Counter, shelving and cupboards

  • h.4 China and cutlery clean and not chipped

  • h.5 Fridges and equipment

  • h.6 Floor & Ceiling

  • h.7 Walls, Doors & Windows

  • h.8 Uniforms [clean and in good condition]

  • h.9 CAYG observed

  • I. MOBILE UNITS
    [Barbecues, delivery trolleys, kiosk, vans...]

  • Mobile Unit
  • Area:

  • i.1 Counter, shelving and cupboards

  • i.2 Fridges, equipment and utensils

  • i.3 Floor & Ceiling

  • i.4 Walls, Doors & Windows

  • i.5 Uniforms [clean and in good condition]

  • i.6 CAYG observed

Product & Availability

3. Product & Availability

  • 3.1 STOCK availability [deli fridges also included]

  • 3.1.1 Good stock levels in fridges [no excessive amounts]

  • 3.1.2 [CF] FIFO / Day Dots in place and no expired products [freshness]

  • 3.1.3 Good wrapping and labelling of ingredients

  • 3.2 AVAILABILITY

  • Grab & Go AVAILABILITY

  • 3.2.1 Good availability through the day (average the following questions)

  • a. Full availability of breakfast products open to 10.30 am

  • b. Fridge display "top 5" 9 am - 4 pm

  • c. Fridge display full selection 11 am - 2 pm

  • d. Combinations available 11 am - 2 pm

  • e. Hot Food available 12 pm - 2 pm

  • 3.2.2 All impulse displays abundant [cakes, crisps and popcorn] and fruit displays fully stocked and fresh

  • Eat IN AVAILABILITY

  • 3.3.1 Breakfast, Lunch , Brunch & Dinner menus available as per restaurant timings<br>[ i.e. BFST 7.00 - 11.30, LUNCH 12.00 - 15.30, DIN 17.00 - 22.00 ]

  • 3.3.2 No 86 items in the menu [ points taken if more than 1 dish out ]

  • 3.3 PRODUCT

  • 3.2 Grab & Go

  • PRODUCT (use a scale)

  • Choose 3 PRODUCTS [ only products made on site not in Bermondsey ]

  • 1. Product Name

  • Points achieved

  • Photos

  • 2. Product Name

  • Points achieved

  • Photos

  • 3. Product Name

  • Points achieved

  • Photos

  • Additional comments

  • 3.3 Eat IN

  • 3.3.3 Choose 3 courses from different sections in the menu

  • Guidelines

  • ○ Good dish presentation, looks like in the recipe card
    ○ Dish as described in the menu
    ○ Dish served on suitable crockery
    ○ Dish at the correct temperature
    ○ Are all ingredients fresh [no futile garnish]

  • 1. Product Name

  • Points achieved

  • Photos

  • Comments

  • 2. Product Name

  • Points achieved

  • Photos

  • Comments

  • 3. Product Name

  • Points achieved

  • Photos

  • Comments

Coffee

3b. COFFEE

  • 3b.1 Stopwatch available and in use [unless integrated in the machine]

  • 3b.2 Correct use of cloths

  • 3b.3 CAYG observed on the coffee machine

  • 3b.4 Steam arm purged

  • 3b.5 Back flushing observed

  • 3b.6 Correct extraction of Flat White

  • 3b.7 Milk heated to 155ºC [thermometers only used for training purposes ]

  • 3b.8 All espresso used within 40 seconds [or discarded]

  • 3b.9 Coffee machine cleaned hourly

  • 3b.10 Check the flow time once in EACH coffee machine in operation (rate based on the average score)

  • Extraction time

  • Coffee Machine
  • Flow time correct [ 23 seconds ±2 ]

  • 3b.11 Weights of drinks in range

  • Guidelines

  • Weights of drinks in range
    Cappuccino 240 gr ±10
    Latte, Hot Chocolates and Mocha 380 gr ±20

  • 3b.12 Pulls 4 shots per minute

  • 3b.13 Delivers the 60 second experience from draw shut

Service Standards & Team Performance

4. Service Standards & Team Performance

  • a. Buzz meeting in place

  • Guidelines

  • RESTAURANTS
    Floor sections have been distributed among the team • upcoming bookings and events have been handover • specials and 86 items have been highlighted and any other relevant information has been discussed

    SHOPS
    Sections have been distributed • specials have been highlighted • any other relevant information has been discussed

  • b. Allocation sheet in place [rota]

  • c. Team member can tell 2 things discussed in buzz meeting

  • MANAGERS PERFORMANCE

  • The Manager / supervisor is present on the floor during serving periods and at peak times

  • The manager / supervisor engages with the customers

  • TEAM PERFORMANCE

  • Team speaking English at all times [except when assisting foreign customers]

  • Everyone in position and on top of their sections

  • Dishes ready on the Food Pass are collected with in 45 secs and/or Deli items are grilled and deliver to the customer within 3minutes

  • Waiters anticipate needs [additional drinks, sauces, cutlery, bill...]

  • No waiters gathering during service

  • Grab & Go

  • TILLS

  • 4.1.1 Customers prioritised on the till area

  • 4.1.2 Team provides 7 STEPS OF SERVICE

  • 4.1.3 Upsell techniques in use

  • 4.1.4 Repeat/confirmation of drink order to customer

  • 4.1.5 Drinks called to barista at the time of order

  • 4.1.6 Loyalty cards offered to every customer

  • 4.1.7 Receipt offered and change stated

  • 4.1.8 Cutlery given at tills [when applicable]

  • 4.1.9 Customer informed of where to wait for their missing items

  • 4.1.10 Everyone in the correct uniform

  • DELI

  • 4.2.1 Customers prioritised on the deli area

  • 4.1.2 Team provides 7 STEPS OF SERVICE

  • 4.2.3 Upsell observed

  • 4.2.4 Customer informed of where to collect their missing items

  • 4.2.5 Grills set to 225ºC and timers set to 1.45 [grills only]

  • 4.2.6 Clean as you go [ gloves changed and utensils cleaned frequently ]

  • 4.2.7 Production does not interfere with breakfast and lunch services

  • 4.2.8 Everyone in the correct uniform

  • PRODUCTION KITCHEN

  • 4.3.1 Correct recipe cards used

  • 4.3.2 Scales in use

  • 4.3.3 Production plan followed

  • 4.3.4 Correct uniform in use<br>[ plastic aprons, hairnets & blue gloves ]

  • 4.3.5 PPE worn and/or in use<br>[ knife gloves and safety shoes in use ]

  • 4.3.6 Hand washing observed

  • 4.3.7 Shopping list in use

  • 4.3.8 Bread and Pastries cooked until golden brown

  • 4.3.9 FIFO / Day dots in place and good wrapping or ingredients

  • 4.3.10 Planogram in place and fridges well organised

  • 4.3.11 Evidence of second production

  • 4.3.12 Invoices signed

  • Eat IN

  • TELEPHONE STANDARDS

  • 4.4.1 The telephone is answered promptly

  • 4.4.2 Polite and friendly greeting being<br>used

  • 4.4.3 Appropriate tone of voice used [smile<br>in the voice]

  • 4.4.4 Staff collects all relevant information:<br>- Date & time<br>- Number of Adults + children<br>- Special dietary and physical requirements<br>- Occassion/Purpose [i.e. birthday, anniversary, gathering, business meal]<br>- Name on the booking<br>- Contact number<br>- Recall if necessary

  • 4.4.5 Appropriate ending of call [warm and polite]

  • TABLE SERVICE STANDARDS

  • 4.5.1. Customer acknowledge on arrival and signage guiding them on where to wait

  • 4.5.2 Menus, specials, current promotions and water offered when at the moment of seating the customer

  • 4.5.3 Order taken promptly

  • 4.5.4 Sides and others upsold

  • 4.5.5 Wine suggestions made

  • 4.5.6 Waiter shows knowledge on food and wine menu

  • 4.5.7 Table setting adjustments done before serving the order [i.e. spoon brought before serving soup]

  • 4.5.8 Waiter checks on table 2 minutes after placing starters/main

  • 4.5.9 Payment taken promptly & VAT receipt offered

  • 4.5.10 Customers are thanked for their visit and wished goodbye

  • CORRECT HANDLE OF COMPLAINTS

  • 4.6.1 LISTEN to the customer

  • 4.6.2 EMPATHISE with the customer

  • 4.6.3 APOLOGISE to the customer

  • 4.6.4 REACT to solve the problem

  • 4.6.5 NOTIFY [ to the manager and team ]

  • 4.6.6 Was the manager available to handle the situation?

Knowledge ○ Effective Training

5. Knowledge ○ Effective Training

  • 5.1 Knowledge on GRAB & GO (Average the results and/or ask an extra question if necessary)

  • A. Knowledge question GRILL

  • B. Knowledge question DELI

  • C. Knowledge question HOT FOOD

  • D. Knowledge question TILL

  • 5.2 Knowledge on EAT IN (B&K, Museum restaurants, public spaces...)

  • A. Knowledge on DRINKS

  • B. Knowledge on MENU

  • C. Knowledge question TILL

  • 5.3 Knowledge question KITCHEN and/or PRODUCTION KITCHEN

  • 5.4 Knowledge question Food Hygiene and Health & Safety

  • 5.5 Knowledge question COFFEE

  • 5.6 RIDDOR understood by GM

  • 5.7 HACCP understood by GM

  • 5.8 Knowledge question 7 STEPS OF SERVICE

  • Guidelines

  • Here are some ideas of what you could be asking per section

    GRILL
    - Temperature settings for the grill
    - Time settings for the grill
    - Sauces available in breakfast range

    DELI
    - Turkey portion
    - How often do we empty the bins?
    - What does CAYG mean?

    HOT FOOD
    -What time does the food needs to be kept at
    - Ask for the quantities of ingredients and cross-check with recipe card

    TILLS
    - Forgeries pen
    - Benugo staff discounts
    - Benugo rewards cards and how we process them

    PRODUCTION KITCHEN
    - Jewellery policy
    - Day dot policy
    - Cooking temperatures

    MENU
    - Can waiter tell you what is in a dish from the menu
    - Can the waiter suggest a wine to go with each dish
    - Can the waiter tell you the specials of the day and description of them?

    COFFEE
    - Extraction time for latte
    - Grams in a regular coffee basket
    - Grams contained in a decaff sachet
    - Types of milk available
    - Colours in the coffee machine cloths and their use
    - Maximum times that we can keep coffee in the 2 chambers of the grinder

    FOOD HYGIENE AND HEALT & SAFETY
    - Sickenss policy
    - Cooking times
    - Danger zone
    - 2/4 hour rule
    - Accidents policy
    - Fire evacuation meeting point

    RIDDOR understood by GM
    - What it is? [These Regulations require employers, the self-employed and those in control of premises to
    report specified workplace incidents].
    - What does it stand for? [Reporting of Injuries, Diseases and Dangerous Occurrences Regulations]
    - What time frame do we have to avoid a RIDDOR? 7 days

    HACCP understood by GM
    - What does it stand for? [Hazard Analysis Critical Control Points]
    - What is it about? [HACCP is a system that helps food businesses look at how they handle food and
    introduces procedures to make sure the food produced is safe to eat].

    7 Steps of service
    LOOK at me / SMILE at me / TALK to me / LISTEN to me / THANK me / REMEMBER me / INVITE me back

Customers Feedback

6. Customer Feedback

  • This question applies to all sites with a TripAdvisor profile independently of which operation area they belong to.

  • TripAdvisor [ if available]

  • 6.1 TripAdvisor actual score

  • Available scores

  • 0 - 2 stars = 0 points
    2.5 or 3 stars = 5 points
    3.5 or 4 stars = 10 points
    4.5 or 5 starts = 15 points

  • 6.2 TripAdvisor comments replied by management [neutral and negative comments]

  • 6.3 Site email address detailed on menus [ Not applicable to Museums ]

  • Photos

Safety Matters

7. Safety Matters

  • 7.1 [CF] Hand-washing practices and facilities [bactericidal + hot water + drying]

  • 7.2 [CF] Is raw food storage and preparation separated from Ready to Eat [by location or by time]

  • 7.3 [CF] Complex equipment RTE & Non RTE foods prepared on same vacuum packing machine or other complex piece of equipment

  • 7.4 [CF] Due Diligence books completed [ pest activity and 2/4 hr rule CF now rated in this question too ]

  • 7.5 [CF] Is the business complying with the company's Food Safety Policy [specially with the stock control]

  • Additional Comments

  • Photos

Summary & Comments

SUMMARY & COMMENTS

  • Previous Audit Score

  • Current Audit Score

  • Critical Fail

  • Discipline

  • Summary comments:

  • External Auditor's signature:

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