Title Page
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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
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1. What is the address, telephone and email address of your unit? (site specific)
Who is who in the company?
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Chief Executive Officer (CEO), Operations Director, Human Resources Manager, Operations Manager for your concept
What are the operational times for your unit?
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Food Service Times, Bar Licensing Hours ( site specific)
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What is the Company Ethos?<br>To find and develop like-minded people, who share our company values; creating experts that deliver unrivalled customer experiences.<br><br>
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What makes us unique?<br>Experience, Expertise, Investment<br>
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What are the basic building blocks from the customer journey?<br>1. WELCOME 2. OFFERING CHOICE 3. SHOWMANSHIP 4. PRESENTATION 5. PRODUCT KNOWLEDGE 6. CUSTOMER AWARENESS 7. FOLLOW-UP 8. FAREWELL
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List the 6 core values<br>1.Ambition 2.Expertise 3.Exploration 4.Individuality 5.Intergrity 6.Happiness
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List 4 characteristics that make us who we are<br>Creative, Fun, Unconventional, Approachable, Passionate, Eccentric, Quirky, Caring, Courageous, Adventurous, Determined, Curious, Kind, Sincere.
What do the following numerical calls mean?
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50 CATCH<br>100 IRRITATION<br>150 CHANGE<br>200 NEW CUSTOMER NEEDS ATTENTION<br>250 GOODBYE<br>300 EXISTING CUSTOMER NEEDS ATTENTION<br>
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350 BILL NEEDS PUTTING DOWN<br>400 I'M IN THE WEEDS!<br>450 FOLLOW ME<br>500 LIGHT CIGARETTE/ TEALIGHTS<br>600 BREAK<br>700 BABE<br>800 CALL SECURITY<br>850 CALL POLICE (MANAGEMENT CALL)<br>900 FOOD OR DRINKS WAITING ON WINDOW<br>86 ITEM OUT OF STOCK<br>68 ITEM BACK IN STOCK
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On the Fly QUICKLY<br>Behind PASSING BEHIND SOMEONE<br>Comin' Around MUST BE SAID WHEN ROUNDING CORNERS<br>Open Menus ASKING THE NUMBER OF SEATED GUESTS TO ORDER<br>Full Hands REMEMBER TO USE FULL HANDS IN AND OUT<br>Ticket Times A QUESTION FOR CURRENT TIMES OF STARTERS AND MAINS<br>E T A THE ESTIMATED TIME OF ARRIVAL FOR A DISH OR DRINK<br>Badger STOP, DROP, PAY ATTENTION
List all the company thoughts from the descriptions
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L-IT-MUS - Professional guardian of every sight, smell, taste and sound<br>SMALL WORLDS
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Representing the employee, customer and company; these must be of equal length<br>THREE STRAWS
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What every professional member of staff should carry on all shifts<br>ON YOUR MARKS
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If we have the ingredients we'll make what the customer wants<br>MIX AND MATCH
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Use your positive personality and pride in its upkeep, cleanliness and treatment<br>BE YOURSELF
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As this person, you're taking responsibility and pride in its upkeep, cleanliness and treatment.<br>OWNERSHIP
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A never ending desire to improve, you can never be too successful<br>FAILURE OF SUCCESS
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Implied, understood without being directly expressed<br>TACIT AGREEMENT
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What all our customers should have and be offered throughout their customer journey <br>TICKET TO RIDE
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Do you remember really good service you've received or the really bad one?<br>GOLDFISH AND ELEPHANT
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Time Management in all areas<br>MUM THEORY
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Using this theory you will see many sides of an issue. Learn to see the problem ad consider other views<br>BEACHBALL THEORY
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I never complain, no matter what kind of service I receive <br>I AM A NICE CUSTOMER
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A guest never forgets the host who has treated him kindly<br>CUSTOMER WOO
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Please list staff non-negotiables<br>1.Staff must be on time for their shift 2.Correct procedure when unavailable to work 3.Never be rude to a guest 4.Ensure all food and drink is to correct spec 5.Correct Chip & Pin procedures <br>
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List 4 different types of customer that we attract<br>1. FEAR OF MISSING OUT. 2. CAN COOK, WON'T COOK. 3. SOCIAL MEDIA SAVVY. 4. INQUISITIVE. 5. LIKE TO BE SEEN TO BE SEEN. 6. LOOKING FOR THE NEXT TREND. 7. SOCIAL LIFE IS THEIR LIFE. 8. KNOWLEDGABLE
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