BSV SERVICE GARZA 2018

• Conducted on

  Date

• Prepared by

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SERVICE Have the following available current schedule and schedules for previous weeks, Pre-shift checklists for day of visit, projected transactions/sales for day of visit, positioning guides, list of menu items not currently available for purchase. Service should be observed throughout the shift and only scored after monitoring all of visit.

SHIFT MANAGEMENT

• S1 Does the shift manager prepare for the shift, set priorities, and follow up on any items they identified as needing action throughout the shift

  Yes

  No

  N/A

• S2 Are the crew positioned in accordance with the projected guest count/sales and the recommended positioning guide and adjusted, as conditions dictate, throughout the shift?

  Yes

  No

  N/A

• S3 Does the shift manager observe and proactively identify potential Danger Zones and take effective action? Observe throughout the shift?

  Yes

  No

  N/A

• S4 Are all current menu items available for purchase?

  Yes

  No

  N/A

• S5 Are targets established, posted and effectively communicated? Ask 2-3 crew members if they know current targets.

  Yes

  No

  N/A

• S6 Does the shift manager conduct travel paths, set priorities, and take appropriate action throughout the shift?

  Yes

  No

  N/A

• S7 Does the overall environment of the restaurant make for a comfortable experience?

  Yes

  No

  N/A

• S8 Is the second side of the prep table set up, turned on, and being used when restaurant conditions indicate it is necessary?

  Yes

  No

  N/A

DRIVE THRU

• S9 Are the drive thru POS monitors/cameras properly positioned and working?

  Yes

  No

  N/A

• S10 Does the drive thru have an effective communication system that supports the DT configuration in use and is it in good repair?

  Yes

  No

  N/A

DELIVERY

• DEL S1 Are all current Delivery items available for purchase

  Yes

  No

  N/A

• DEL S2 Are delivery orders previewed on tablet for product availability?

  Yes

  No

  N/A

• DEL S3 Are pick tickets provided and receipts left off?

  Yes

  No

  N/A

• DEL S4 Is the tablet active and accepting orders?

  Yes

  No

  N/A

FRIENDLY CUSTOMER EXPERIENCE OBSERVATIONS

• S11 Drive thru Did crew and managers interact with customers in a polite and friendly manner?

  Yes

  No

  N/A

• S12 Front counter/Kiosk: Did crew and managers interact with customers in a polite and friendly manner?

  Yes

  No

  N/A

• S13 EOTF Guest Experience Leader present during all peak hours and greeting, touching tables, interacting with and providing a farewell to all guests in a polite and friendly manner?

  Yes

  No

  N/A

• S14 Dining Area/Lobby Did the crew and managers interact with customers in a polite and friendly manner?

  Yes

  No

  N/A

• S15 KIOSK Is there a knowledgeable, helpful crew member or manager available to help customers order at kiosk?

  Yes

  No

  N/A

• S16 Table Service Does the store have a system to locate the customer for table service and is it executed properly?

  Yes

  No

  N/A

• S17 Do all managers, especially shift managers, role model positive customer experience behaviors including interacting with guests when appropriate and demonstrating hospitality gestures?

  Yes

  No

  N/A

• S18 Does the restaurant have an effective customer recovery system utilizing customer feedback to develop the restaurant action plan to address customer service?

  Yes

  No

  N/A

• S19 Are the crew and managers able to explain and describe the steps to guest recovery (LAST)?

  Yes

  No

  N/A

• S20 Interview or visit with 3 customers to get feedback

  Yes

  No

  N/A

ACCURACY

• S21 Are Drive thru orders checked for accuracy before being presented to the customer?

  Yes

  No

  N/A

• S22 Are correct food and drink items received throughout the shift(2 or more issues)?

  Yes

  No

  N/A

• S23 Are condiments, napkins, straws/stirrers, and happy meal toys received?

  Yes

  No

  N/A

• S24 Table Service/Curbside: Are complete and accurate orders neatly presented in a polite and friendly manner?

  Yes

  No

  N/A

• S25 Mobile Order and Pay: Mobile orders are not omitted and are handled correctly through front counter, Table Service and Drive Thru. Crew and managers assist guest as needed?

  Yes

  No

  N/A

FAST FRONT COUNTER

• S26 Counter times. 10 times taken and average used <br><br>Wait time exceeds 90 seconds from time in line to arrival at order point

  Yes

  No

  N/A

• S26a service time front counter. Receipt to Present time. 10 times taken and average used for score. Must be less than 90 seconds.

  Yes

  No

  N/A

• S26b Fulfillment time front counter. Timing begins when the entire order is ready to deliver and ends when customer received order at table. Must be 45 seconds or less.

  Yes

  No

  N/A

FAST DRIVE THRU

• S27 Line time. Average of ten times when wheel stops as the 3rd car behind the order point(not including car at order point) and ends when customers wheels stop at order point. Must be 70 seconds or less.

  Yes

  No

  N/A

• S27a Order end to present time average on ten times must be 120 seconds or less. Begins when guest completes ordering and ends when last item is presented to customer

  Yes

  No

  N/A

• S28 Throughout the shift, were there less than 3 cars beyond order point?

  Yes

  No

  N/A

• S29 Are cars able to move forward immediately after completing order?

  Yes

  No

  N/A

• S30 Are cars able to move forward immediately after leaving the cash booth?

  Yes

  No

  N/A

• S31 Are cars able to move forward immediately after leaving present window?

  Yes

  No

  N/A

• S32 OEPE DIAGNOSTIC QUESTION Review and discuss OEPE TIMES generated by the POS for the peak hour

  Yes

  No

  N/A

• S33 Does the restaurant team provide a food customer pull Forward experience?

  Yes

  No

  N/A

• S34 Is the restaurant executing pull Forward procedures to help overall speed of service and build capacity?

  Yes

  No

  N/A