Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
TAKING/VERIFYING CUSTOMERS ORDER & PAYMENT
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WHO IS THE MANAGER ON DUTY? WHO ARE THE TEAM LEADERS ON DUTY?
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DID ORDER TAKER/CASHIER IMMEDIATELY ACKNOWLEDGE CUSTOMER APPROACHING COUNTER? (OBSERVE 2 TRANSACTIONS).
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WAS A RECEIPT AUTOMATICALLY GIVEN TO CUSTOMER, WITHOUT ASKING WHETER CUSTOMER WANTS THE RECEIPT AND WITHOUT DRAWING ATTENTION TO THE SURVEY, IF PRESENT? (SAME 2 CUSTOMERS).
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IF THANKED BY CUSTOMER, DID TEAM MEMBER RESPOND WITH "MY PLEASURE"? (OBSERVE 2 TRANSACTIONS).
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DID TEAM MEMBER BEGIN ORDER-TAKING PROCESS WITHIN 2 MINUTES (120 SECONDS) OF WHEN EACH CUSTOMER ENTERED THE LINE? (TIME 2 TRANSACTIONS).
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DID TEAM MEMBER SEEK TO MAKE EYE CONTACT AS CUSTOMER APPROACHED COUNTER AND DID TEAM MEMBER MAINTAIN APPROPRIATE EYE CONTACT APPROPRIATELY THROUGHOUT THE TRANSACTION? (SAME 2 CUSTOMERS).
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DID TEAM MEMBER SMILE APPROPRIATELY? (SAME 2 CUSTOMERS).
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WAS CUSTOMER GREETED APPROPRIATELY (E.G. "GOOD MORNING, THANKS FOR COMING IN TODAY". OR OTHER WARM WELCOME)? (SAME 2 CUSTOMERS).
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DID TEAM MEMBER SPEAK WITH AN ENTHUSIASTIC TONE OF VOICE? (SAME 2 CUSTOMERS).
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DID TEAM MEMBER IDENTIFY WHETHER CUSTOMER WILL DINE IN OR CARRY OUT?
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WAS ORDER VERIFIED BY REPEATING IT TO CUSTOMER AND WAS TOTAL COST RELATED POLITELY? (SAME 2 CUSTOMERS).
FULFILLING/PRESENTING ORDER
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WERE 2 ORDERS PRESENTED APPROPRIATELY ON TRAYS? (OBSERVE 2 ORDERS, EACH INCLUDING AN ENTREE, A SIDE ITEM AND A BEVERAGE).
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WERE BOTH ORDERS ACCURATE? (SAME 2 CUSTOMERS).
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WERE BOTH CUSTOMERS SERVED IN 1 MINUTE (60 SECONDS) OR LESS, OR WAS REASON FOR DELAY EXPLAINED TO CUSTOMER, WTIH AN APOLOGY? (TIME 2 TRANSACTIONS).
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DID TEAM MEMBER SEEK TO MAKE EYE CONTACT WHEN APPROACHING CUSTOMER, AND DID TEAM MEMBER MAINTAIN APPROPRIATE EYE CONTACT APPROPRIATELY THROUGHOUT THE TRANSACTION? (SAME 2 CUSTOMERS).
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DID TEAM MEMBER SMILE APPROPRIATELY? (SAME 2 CUSTOMERS).
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DID TEAM MEMBER SPEAK WITH AN ENTHUSIASTIC TOME OF VOICE? (SAME 2 CUSTOMERS).
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DID SERVER THANK GUEST SINCERELY? (SAME 2 CUSTOMERS).
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WERE BOTH CUSTOMERS SATISFIED THAT MEAL WAS SERVED IN AN ATTENTIVE AND COURTEOUS MANNER? (SAME 2 CUSTOMERS).
APPEARANCE
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ARE ALL MALE TEAM MEMBERS WEARING THE CORRECT UPPER UNIFORM ITEMS?
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ARE FEMALE TEAM MEMBERS' LOWER UNIFORM ITEAMS CLEAN, IN GOOD CONDITION AND WORN APPROPRIATELY?
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ARE ALL MALE TEAM MEMBERS WEARING CORRECT LOWER UNIFORM ITEMS?
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ARE ALL MALE TEAM MEMBERS WELL GROOMED AND IS JEWELRY (IF ANY) WORN IN GOOD TASTE, ACCORDING TO REQUIREMENTS?
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ARE ALL FEMALE TEAM MEMBERS WEARING CORRECT UPPER UNIFORM ITEMS?
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ARE ALL FEMALE TEAM MEMBERS WEARING CORRECT LOWER UNIFORM ITEMS?
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ARE ALL FEMALE TEAM MEMBERS WELL GROOMED AND IS JEWELRY (IF ANY) WORN IN GOOD TASTE, ACCORDING TO REQUIREMENTS?
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ARE MALE TEAM MEMBERS UPPER UNIFORM ITEMS CLEAN, IN GOOD CONDITION AND WORN APPROPRIATELY?
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ARE MALE TEAM MEMBERS LOWER UNIFORM ITEMS CLEAN, IN GOOD CONDITION AND WORN APPROPRIATELY?
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ARE FEMALE TEAM MEMBERS UPPER UNIFORM ITEMS CLEAN, IN GOOD CONDITION AND WORN APPROPRIATELY?
