Browns Guest Observations

SITE DETAILS

• Site

• Bun Number

• Brand

• Date of Visit

  Date

• GM

• RBM

• District Trainer Completing Visit

CURRENT GUEST SCORES

• NPS

• REP.COM

• Service Cycle <br>Every team member was observed following the prescribed brand service cycle - Below for detail<br>

  Yes

  No

  N/A

• Warm Welcome <br> Every guest greeted within 1 minute - by name if known. All guests to be acknowledged with eye contact and a smile<br>

  Yes

  No

  N/A

• Engaging at the Bar <br>Team Member should engage the Guest whilst making drinks/taking order<br>

  Yes

  No

  N/A

• Engaging at the Door - Host engaged with the guest in a friendly manner and communicates clearly

  Yes

  No

  N/A

• Tabs - Guests who are dining/drinking in bar areas should be offered to open a tab

  Yes

  No

  N/A

• Recap - All food orders are repeated back to the Guest by the server

  Yes

  No

  N/A

• Engaging at the Table - Team Member should introduce themselves by name and should take ownership for the needs of that table

  Yes

  No

  N/A

• Pairing Food/Drink - Recommendations are made to match food order with suitable sides and drinks

  Yes

  No

  N/A

• Recommendations - Recommendations are made to the guest when ordering

  Yes

  No

  N/A

• Check Backs - Check Backs should happen within 2 minutes of last meal arriving at table - questions to the guests are open questions.

  Yes

  No

  N/A

• Clearing the table - Table should be cleared within 5 minutes of the last Guest finishing their meal. Explain where Guests can find dessert menus and process for ordering.

  Yes

  No

  N/A

• APP - App introduced to the guest

  Yes

  No

  N/A

• Desserts - Personal recommendations were being used to sell desserts at the table

  Yes

  No

  N/A

• Final Check Back - Team member checking with table how their visit has been and providing Guest Voice/Trip Advisor feedback card and/or introducing app

  Yes

  No

  N/A

• Taking Payment - Payment should be taken at the bar or the table and any upcoming events communicated to the Guest

  Yes

  No

  N/A

• Food Ready Indicator - Currently calling away

  Yes

  No

  N/A

• Genuine Farewell - Team Members to acknowledge Guests when leaving. No tables should be left uncleared when Guest leaves.

  Yes

  No

  N/A

Productivity

• Full hands (in and out) - Team members clearing other tables following taking food to tables.

  Yes

  No

  N/A

• Table Reset - Tables not being left unset following usage and quickly set for the next guest.

  Yes

  No

  N/A

• Bar Fruit - Bar fruit was prepared prior to session.

  Yes

  No

  N/A

• Spirits - All spirits topped and tailed and spare high volume spirits easily to hand.

  Yes

  No

  N/A

• Coffee Machine - Coffee machine stocked fully ready for service.

  Yes

  No

  N/A

• Cutlery - Cutlery was being polished mid-session to re-stock tables.

  Yes

  No

  N/A

• Cellar - Cellar is at correct temp, all products are stored correctly. Pythons and lines are in good working order .inc CO2 Notices.

  Yes

  No

  N/A

• Bar Equipment - There were no shortages or bottlenecks caused by lack of bar equipment e.g. measuring thimbles, snack scoops fruit tongs, ice buckets etc.

  Yes

  No

  N/A

Atmosphere

• Lighting - External and internal lighting is appropriate to the weather conditions and time of day. Candles are lit and the lighting adds to the ambience

  Yes

  No

  N/A

• Music - Appropriate music selection at the correct volume for the trading session

  Yes

  No

  N/A

• Toilets - Toilets are fully stocked, clean and tidy. Toilets checks being completed

  Yes

  No

  N/A

• Temperature - Temperature was at the right level to ensure guest comfort. Doors not left ajar causing draughts

  Yes

  No

  N/A

• Table Set Up - All tables were fully set up before session started

  Yes

  No

  N/A

• Internal Menus - All correct menus were available in the right locations and cleaned

  Yes

  No

  N/A

• External Menus - The correct menu was placed in a clean and presentable menu box

  Yes

  No

  N/A

• External Areas - All externals are clean and litter free.

  Yes

  No

  N/A

• Bar Shelves - All Bar Shelves are labelled with correct glassware and / or in the correct place for most efficient dispense

  Yes

  No

  N/A

• Glassware - Should be enough glasses so that service is not slowed during peak and brand spec is followed

  Yes

  No

  N/A

• Beer Fonts - Not all beer fonts are labelled (front and back) with product.

  Yes

  No

  N/A

• Back Bar Merchandising and displays - The back bar is sparkling and focuses on the correct product categories as per brand guidelines

  Yes

  No

  N/A

• Session Fridges - At start of session the fridges were seen to be fully stocked

  Yes

  No

  N/A

• Snacks - All snacks have been replenished ready for session start

  Yes

  No

  N/A

Set up/Comms

• Opening and Closing Checklist - Opening/Closing checklists in place for FOH

  Yes

  No

  N/A

• Team Rota - Current Week and Week +1 Team Plan rotas on notice board

  Yes

  No

  N/A

• BOH Comms Boards - "Legal noticeboards up to dat

  Yes

  No

  N/A

• Cleaning Schedule - FOH cleaning schedule in place and being adhered to

  Yes

  No

  N/A

• Legal Notices - All legal notices are displayed inc License, C21, Data Protection, Weights and Measures, Allergen Poster, Bar Tariff

  Yes

  No

  N/A

• Marketing- POS Review - All POS, chalkboards and posters are in line with the brand central marketing focus

  Yes

  No

  N/A

• Pre Team Brief - Engaging pre-shift brief delivered to every team member prior to starting work<br>

  Yes

  No

  N/A

UPSELLING

• Targets - Individual and achievable targets have been set for each team member of shift. Results given to team at end of shift

  Yes

  No

  N/A

• Incentives - There should be incentives clearly displayed for the team and all team members aware of what they need to do to win

  Yes

  No

  N/A

• R+R - Reward and Recognition to be happening in the moment when duty manager recognises good behaviours

  Yes

  No

  N/A

• Upsell Funk - Latest Fantastic Five Report is on display in team notice area

  Yes

  No

  N/A

• Add media

  Media

• A Board

  Good

  Fair

  Poor

  N/A

• External Planters

  Good

  Fair

  Poor

  N/A

• Inviting & Stylish Appearance

  Good

  Fair

  Poor

  N/A

• External Furniture and Soft Furnishings

  Good

  Fair

  Poor

  N/A

• Menu Boxes and Plaques

  Good

  Fair

  Poor

  N/A

• The Host

  Good

  Fair

  Poor

  N/A

• Displays

  Good

  Fair

  Poor

  N/A

• Bar Presentation

  Good

  Fair

  Poor

  N/A

• Merchandising

  Good

  Fair

  Poor

  N/A

• Champagne Cues

  Good

  Fair

  Poor

  N/A

• Bar Table Set Up

  Good

  Fair

  Poor

  N/A

• Restaurant Table Set Up

  Good

  Fair

  Poor

  N/A

• POS

  Good

  Fair

  Poor

  N/A

• Crockery and Glassware

  Good

  Fair

  Poor

  N/A

• Flowers

  Good

  Fair

  Poor

  N/A

• Palms

  Good

  Fair

  Poor

  N/A

• Piano

  Good

  Fair

  Poor

  N/A

• Clock

  Good

  Fair

  Poor

  N/A

• Ceiling Fans

  Good

  Fair

  Poor

  N/A

• Screens

  Good

  Fair

  Poor

  N/A

STANDARDS

• Lighting and Heating

  Good

  Fair

  Poor

  N/A

• Music

  Good

  Fair

  Poor

  N/A

• Uniform

  Good

  Fair

  Poor

  N/A

• Service

  Good

  Fair

  Poor

  N/A

• Cleanliness

  Good

  Fair

  Poor

  N/A

• Toilets

  Good

  Fair

  Poor

  N/A

• Bill

  Good

  Fair

  Poor

  N/A

• Browns Privilege Card

  Good

  Fair

  Poor

  N/A

• Browns Gift Experiences

  Good

  Fair

  Poor

  N/A

• The Browns Goodbye

  Good

  Fair

  Poor

  N/A

Enter all Next Steps and actions you have set for site during your visit. Please discuss this with the GM and agree all actions.

People Next Step

• What is the next step?

• Who is to complete the next step?

• Date for Next Step Completion

  Date
Guest Next Step

• What is the next step?

• Who is to complete the next step?

• Date for Next Step Completion

  Date
Practices Next Step

• What is the next step?

• Who is to complete the next step?

• Date for Next Step Completion

  Date
Profits Next Step

• What is the next step?

• Who is to complete the next step?

• Date for Next Step Completion

  Date