Title Page
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CSKE Service Calibration
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Document No.
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Conducted on
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Client / Site
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Prepared by
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Location
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Restaurant Management Team During Visit
CSKE Service Calibration: Prep Worksheet
Phase 4 Tactics & CLSM Qualifying Metrics
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FO/H Turnover - Brand Average or better; looking at quarterly trend
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GSS Server Attentiveness - Better than Brand Average looking at quarterly trend
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GSS Speed of Service - 98% (or better) staffed in all FOH positions
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Staffing Pars - 98% (or better) staffed in all FOH positions
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Attach Rate - Brand Average or Better
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Last 6 Mystery Shopper resultsm- 75% of better
Service Manager Review
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Name of current Service Manager
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Was Service Manager in position during Phase 3 roll out
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Please provide the Phase 3 roll out the Service Manager is scheduled to attend
Team Member Engagement Review
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T/O report reviewed - Rolling 12 is
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CT Turnover
Right Stuff...Right Way - Team Member Training Audit Review
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Server - 26 hours
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Busser - 13 hours
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Host - 17.5 hours
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To-Go Specialist 26 hours
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JPS Graphics order history
CSKE Service Audit
Wow! Experience
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There is a true spirit of teamwork that is exhibited by all Team Members
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Servers are consistently making reference that everyone is here to take care of our Guests, all have a “Guest First” mentality
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Servers properly demonstrate the steps to Guest recovery using the B.L.A.S.T. method; indifference and complaints are handled correctly with management involvement
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All Team Members are treated with respect by both Managers and fellow Team Members to deliver a “Wow! Experience”
Scratch Kitchen Engagement
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All FOH Team Members successfully demonstrate a proper Scratch Greet - “Welcome to Cheddar’s Scratch Kitchen”
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Managers are celebrating first time visits and any special events with ‘Sweet Meet & Greets”
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Our Host Stand /To-Go Team Members consistently answer the phone - “Thank you for calling Cheddar’s Scratch Kitchen”
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New Team Member Orientations are conducted correctly and led by the GM/MP’s
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The CSKE Learning Mat is conducted correctly on the 3rd Saturday of every calendar month and facilitated by the GM/MP/SM
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The Scratch video is properly working and displayed on the lobby T.V.
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Servers are asking our Guests if this is their first time visit or if there are any special occasions they are celebrating
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Team Members are making menu suggestions using Scratch words & phrases
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Food Delivery is happening by utilizing pivot points and Scratch words & phrases
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Managers are visibly coaching Team Members to use Scratch words for Guest interaction
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New Team Members are comfortable making Scratch recommendations and have been validated by the GM/SM in Cheddar’s Nation
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On site Mystery Shop score: 85% or higher = 2, 70% - 84% = 1, below 70% = 0
Right Stuff...Right Way
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Managers display a sense of urgency at the beginning of each shift, are actively preparing to open and are focused on getting everyone/everything is in its place
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All sections and tables are set properly and checked prior to seating.
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Pre and Post shift, Managers are validating Team Members by utilizing FOH Position Check-In Slips
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The Open/Close Walk Through/Atmosphere Guide is used daily with all deficiencies corrected before opening
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Music, T.V.’s, lighting and atmosphere are appropriate and adjusted to match the changing flow of business
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Stations are appropriately assigned by a Manager with a well balanced approach and “Aces” in their places
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Staffing levels are appropriate in order to maximize table turns, sales and Guest engagement
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Transition between lunch and dinner is organized, efficient and well managed
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An Incentive Recognition Plan is in place and actively used (validate)
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The Sustain Action Plan developed post Phase 3 has been properly executed (validate)
Pre-Shift Meetings
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The Pre-Shift Board is completed, well thought out and aligned with results from metrics
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All Pre-Shifts are held with a scratch minute including an item to taste; role plays aligned with the weekly HEARD are observed by Team Members
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The Let’s Get Scratchy Board is posted and utilized properly
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Pre-Shifts are held at the appropriate time with maximum participation
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Pre-Shifts are upbeat & fun, which set the pace for a fun and productive shift; Focused Recognition always kicks off the meeting
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There is a balanced exchange of information that is interactive with all Team Members participating and involved and role playing is conducted with Team Members
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Uniform and appearance guidelines are inspected at every meeting with expectations and standards adhered to including proper shoes, socks, clean/pressed aprons, pants and shirts
Host Stand/Staging/Seating/Throughput
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Team Members are friendly, outgoing, engaging and represent a positive image and attitude
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Phones are answered in a fun, upbeat and accommodating manner by the entire staff within two rings
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Wait quote times are accurate, follow the matrix and are consistently monitored by Managers/Roamers
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When appropriate, the staging area is full in order to ensure quick and efficient seating
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Communication between the Roamer, Pager/Stager, Seaters, and Bussers is effective; the best Team Members are in the most critical positions and utilizing headsets. All Managers are utilizing headsets to drive throughput
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The seating and re-seating process is quick and efficient (2-minute goal for reseat)
Server Fundamentals & Salesmanship
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Servers are friendly, engaging and greeting Guests within 1 minute
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Servers are offering to take the Guest’s complete order during the initial greet
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Servers are writing down orders and repeating orders back
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All drinks are run immediately by everyone – teamwork mentality
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Full hands into the kitchen, Full hands out – running the first tray out is a part of the training and culture
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Teamwork - every Guest is everyone’s table; Guest First service is obvious
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Check back and check down for lunch, and check ready for dinner is properly demonstrated
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Bus down to the wood and table maintenance - re-set turn-around time is a part of the training and culture
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Payments are processed within 2 minutes
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GSS surveys are actively being solicited
Manager Floor Presence
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Managers are actively monitoring the speed of service including table turns, pre-bussing, wait times etc.
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Managers are conducting table checks consistently throughout the shift which are professional, fun and engaging
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Managers are setting the pace while coaching and delivering feedback throughout the shift
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Managers are managing key areas such as alley management/drink running, “full hands”, and monitoring use of Scratch words & phrases
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Managers have not tied themselves on the line or Host stand, they are actively working the dining room
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There is a Manager on the floor at all times, displaying intensity throughout the shift, managing day to night transition and late night service
Management Demonstrates an Understanding of Cultural Beliefs & Team Member Development
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Coaching using Focused Feedback is ongoing throughout the shift
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Talent inventory is completed quarterly and well thought out with team calibration
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Certified Trainer’s and opportunity performers are properly identified with their development action plans in place
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Managers set the example for Team Members (appearance, cultural beliefs, attitude, teamwork, communication etc.)
Labor Management
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Server schedules are written 2 weeks out /1 week posted and 1 week in review according to allowable hours in matrix
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Trainers and Trainees are properly scheduled according to the training guideline for Prep-Do-Review
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There is a balance between proper service, execution and staffing levels in conjunction with labor management
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Staffing levels are maintained, minimizing overtime frequency; OT reports are utilized daily for FOH
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Managers are actively involved in “phasing” people off the clock- Shoulder management is present
Hiring, Training & Staffing
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STL’s are well qualified, certified and serve as positive extensions of the management team and keepers of the culture
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CT pars are met; CT positions are filled with true Cheddar’s Champions (urgency, scratch engagement, positive reflection of Cheddars)
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Interviews are a priority and conducted professionally; all final interviews are conducted by the GM/MP
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The Applicant Tracking System is utilized daily and interviews are promptly scheduled to meet hiring needs
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Training team meetings are scheduled, organized and held monthly
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Training Team Members are qualified and represent their positions well
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The Training Schedule Board is posted and populated with up to date information
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All training guides are properly utilized, with Manager validations and notes completed
CSKE Support Tools
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CSKE training materials are in use, stocked and at proper par levels
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Training materials are being properly ordered and fulfilled through JPS Graphics
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CSKE iPads are in use and properly mounted
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A Copy of the most current Mystery Shop Report is posted
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CSKE validations and e-Learning courses are completed and up to date
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New Team Members are working the appropriate hours according to training guidelines for Prep-Do-Review
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The Employee Benefit budget, $250 per period, is being utilized properly for recognition of Well Done!
