Coppa Club SHV

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Location
  Address

Outside Areas

• Are the outside areas clean, tidy and well cared for? NB - Look at flowerbeds, lighting, awnings, outside furniture, floor and windows.

  Good

  Fair

  Poor

  N/A

Brand Aligned?

• Is the correct Brand collateral on show internally and externally? ie A boards, menus and menu display, awnings, signage, posters, drinks lists etc

  Yes

  No

  N/A

Indoor Areas

• Does the internal entrance look inviting, clean and awaiting guest's arrival?

  Good

  Fair

  Poor

  N/A

• 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.

  Good

  Fair

  Poor

  N/A

Set Up for Success?

• 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.

  Good

  Fair

  Poor

  N/A

Cleanliness

• Are the windows and terrace awnings clean?

  Yes

  No

  N/A

• Are floors and walls clean and unmarked?

  Yes

  No

  N/A

• Are gents, ladies and accessibility loos spotless and well stocked?

  Yes

  No

  N/A

• Are the hard to reach places dust free and clean?

  Good

  Fair

  Poor

  N/A

New Starters

• Have new starters (Foh & BOH, Events and Rooms) been met and welcomed to the business?

  Yes

  No

  N/A

• List names of any new starters met?

  Drawing

Training Plans

• Review New Starters Paperwork - Day1 and Compliance (VE Learn)

  Yes

  No

  N/A

• Review New Starters Paperwork - Week 1, Week 4 and Week 12 (Fourth

  Yes

  No

  N/A

Head Count

• Was there an appropriate number of team members on for the level of guests?

  Yes

  No

  N/A

• Had all team members clocked in that day? (Fourth)

  Yes

  No

  N/A

Briefing

• Was a briefing observed?

  Yes

  No

  N/A

• Was there a current and updated briefing sheet available?

  Yes

  No

  N/A

Team Interaction

• Were team engaged with their sections, positive and smiling?

  Yes

  No

  N/A

• Did the team come across as genuine in their interactions with guests?

  Yes

  No

  N/A

• Were guests being greeted and bade farewell to?

  Yes

  No

  N/A

Manager Interaction

• Were the managers interacting with guests and team positively?

  Yes

  No

  N/A

• Were managers living the values (We Are Pride, We Are Welcoming & We are Community)?

  Yes

  No

  N/A

• Were managers doing figure of 8's and directing service according to the needs of guests and team?

  Yes

  No

  N/A

• Was the manager in control of the shift?

  Yes

  No

  N/A

• Did they have presence on the floor and were easily identifible to guests?

  Yes

  No

  N/A

General Appearance/Uniform Standards

• Were all team members in appropriate, clean and fresh uniform?

  Yes

  No

  N/A

• Did team members have the 'perfect pocket'? Waiter's friend, pens, pad

  Yes

  No

  N/A

Celebrate Success

• Were there any successes celebrated by the team?

  Yes

  No

  N/A

• Did anyone stand out during your visit?

  Yes

  No

  N/A

• What did you do to let them know?

  Yes

  No

  N/A

Greet all Team

• Were there any new starters in the kitchen?

  Yes

  No

  N/A

Review most recent Kitchen Audit and actions

• Which actions were checked?

  Yes

  No

  N/A

The Pass

• During your 30 minutes on the pass how would you rate communication between FoH and BoH? 1 =Poor 10 = Excellent

  Drawing

• Was food on the pass delivered to spec?

  Yes

  No

  N/A

Speed & Efficiency

• Was tickets being delivered together and on time?

  Good

  Fair

  Poor

  N/A

• Yes

  No

  N/A

Coffee Service

• Was the coffee delivered to spec?

  Yes

  No

  N/A

Speed & Efficiency

• Were drinks being made quickly in the correct order?

  Yes

  No

  N/A

• Were drinks made to spec?

  Yes

  No

  N/A

• Were drinks being run to tables quickly?

  Yes

  No

  N/A

• Were the bartenders cleaning as they went and the bar kept tidy? 1 =Poor 10 = Excellent

Communication

• Was the communication on the bar good? 1 =Poor 10 = Excellent

Bar Set Up

• Was the bar set up according to site SOPs?

  Yes

  No

  N/A

• Was the bar and still room clean and tidy, fruit fly free and compliant?

  Good

  Fair

  Poor

  N/A

Controls

• Was there a ticket for each drink produced?

  Yes

  No

  N/A

• Was wastage correctly recorded and actioned?

  Yes

  No

  N/A

Ambience and Atmosphere

• Were the music, lighting and temperature correct for the time of day and level of business?

  Good

  Fair

  Poor

  N/A

Engagement

• How engaged with the guests did you find the team overall? 1 = Poor 10 = Excellent

Guest Observation and Interaction

• How was the feedback you were able to gather from guests?

  Good

  Fair

  Poor

  N/A

• Would the guests that you spoke to come again?

  Yes

  No

  N/A

• Was there a specific reason that the guest's chose to come to that particular venue?

  Yes

  No

  N/A

• Has NPS improved since last visit?

  Yes

  No

  N/A

• HAs Mystery Diner Score improved since last visit?

  Yes

  No

  N/A

Steps of Service

• Did you observe the Steps of Service being followed?

  Yes

  No

  N/A

• Was there an area of SoS that you felt was consistently missed?

  Yes

  No

  N/A

Floor Maintenance

• Were the service stations clean and tidy?

  Yes

  No

  N/A

• Were tables being cleared and turned efficiently and quickly?

  Yes

  No

  N/A

• Were floors and surfaces being cleaned during relays?

  Yes

  No

  N/A

• Yes

  No

  N/A