Title Page
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Site conducted
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Conducted on
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Prepared by
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Location
Site Appearance
Outside Areas
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Are the outside areas clean, tidy and well cared for? NB - Look at flowerbeds, lighting, awnings, outside furniture, floor and windows.
Brand Aligned?
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Is the correct brand collateral on show internally and externally? ie A boards, menus and menu display, awnings, signage, posters, drinks lists etc
Indoor Areas
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Does the internal entrance look inviting, clean and awaiting guest's arrival?
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Are all seating areas 'Guest Ready'? ie. cushions plumped, furniture straight, tables clean and cleared, set according to area (work space, dining), flowers on tables etc.
Set Up for Success?
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Is the site ready to welcome guests? Service stations stocked, clean and tidy, host stand prepared, menus clean, tables not wobbling, S&P shakers full, service stations full, etc.
Cleanliness
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Are the windows and terrace awnings clean?
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Are floors and walls clean and unmarked?
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Are gents, ladies and accessibility loos spotless and well stocked?
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Are the hard to reach places dust free and clean?
People
New Starters
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Have you met any new starters (FOH & BOH, Events and Rooms) and welcomed to the business? List names.
Training Plans
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Have you reviewed New Starters Paperwork - Day1 and Compliance (VE Learn)
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Have you reviewed New Starters Paperwork - Week 1, Week 4 and Week 12 (Fourth
Head Count
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Was there an appropriate number of team members on for the level of guests?
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Had all team members clocked in that day? (Fourth)
Briefing
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Was a briefing observed?
Team Interaction
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Were team engaged with their sections, positive and smiling?
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Did the team come across as genuine in their interactions with guests?
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Were guests being greeted and bade farewell to?
Manager Interaction
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Were the managers interacting with guests and team positively?
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Were managers living the values (We Are Pride, We Are Welcoming & We are Community)?
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Were managers doing figure of 8's and directing service according to the needs of guests and team?
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Was the manager in control of the shift?
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Did they have presence on the floor and were easily identifible to guests?
General Appearance/Uniform Standards
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Were all team members in appropriate, clean and fresh uniform?
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Did team members have the 'perfect pocket'? Waiter's friend, pens, pad
Celebrate Success
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Were there any successes celebrated by the team?
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Did anyone stand out during your visit? What did you do to let them know?
Back Of House Interaction
Greet all Team
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Were there any new starters in the kitchen?
Review most recent Kitchen Audit and actions
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Which actions were checked?
The Pass
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Was food on the pass delivered to spec?
Speed & Efficiency
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Was tickets being delivered together and on time?
Bar Service
Coffee Service
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Was the coffee delivered to spec?
Speed & Efficiency
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Were drinks being made quickly in the correct order?
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Were drinks made to spec?
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Were drinks being run to tables quickly?
Communication
Bar Set Up
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Was the bar set up according to site SOPs?
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Was the bar and still room clean and tidy, fruit fly free and compliant?
Controls
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Was there a ticket for each drink produced?
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Was wastage correctly recorded and actioned?
Experience
Ambience and Atmosphere
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Were the music, lighting and temperature correct for the time of day and level of business?
Engagement
Guest Observation and Interaction
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How was the feedback you were able to gather from guests?
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Would the guests that you spoke to come again?
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Was there a specific reason that the guest's chose to come to that particular venue?
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Has NPS improved since last visit?
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Has Mystery Diner Score improved since last visit?
Steps of Service
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Did you observe the Steps of Service being followed?
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Was there an area of SoS that you felt was consistently missed?
Floor Maintenance
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Were the service stations clean and tidy?
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Were tables being cleared and turned efficiently and quickly?
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Were floors being swept where necessary and surfaces being cleaned during relays?