Information

  • Site conducted

  • Operations Excellence Audit

  • Client / Site

  • Conducted on

  • Conducted by

  • Location
  • FOH Manager

  • BOH Manager

FOH ESSENTIALS

Store First Impression

  • Patio area clean and organized

  • Clean glass door and glass panel

  • Door person is visible at the door and not behind the podium

  • Floor plan in glass frame

  • Podium cabinet is organized

  • white board marker and eraser

  • Reservation logbook

  • Priority list

  • lost and found log book

  • balloons

  • Tambourine

  • Dog bowl

  • Tea light holder

  • Marketing collaterals updated and organized

  • Umbrella rack clean

Dining Area

  • Consistent use of buss tub

  • Organized service station , beverage station and togo area<br><br>

  • Signage turned on. No busted lights. Properly adjusted lights

  • Sounds in dining area at proper level. TV tuned in correct channel (sports).<br><br>

  • ACU at proper temperature

  • No flies or any signs of infestation.

Table Set-up

  • Complete set-up<br>- Table Caddy (Ketchup, Salt, Pepper)<br>- Menu Standee <br>- Sugar Caddy<br>- Cutleries set- up<br>- 7 inch plates<br>- Alcohol

  • A1 Sauce, Salt & Pepper Shaker Cleanliness

  • Tables and chairs are aligned. No wobbling tables.

  • Couches are clean. No crumbs/ oil on chairs.

Serving Gears

  • Cutlery Bin ( Dinner Fork, Dinner Knife and Dinner Spoon )

  • Steak Knife (available and well maintained)

  • Serving Tongs (available and well maintained)

  • Soup Spoon

  • Teaspoon and Long Teaspoon

  • Dessert Spoon and Dessert Fork

Busser's kit are complete and well maintained

  • Standard Caddy

  • Towel Color Coding<br>Blue- to clean<br>White- to sanitize<br>Pink- for chairs and couches

  • Spray Bottle for SANITIZER with label

MOD ESSENTIALS

  • Wearing proper management dress code.<br>

  • Take photo of the MOD

  • 100% table visit and engages with the guest.<br>

  • Conducts pre-shift meeting.<br>

  • Mag card accountability. Not being used by staffs.<br>

  • Updates floor plan and properly assign stations

  • Knowledgeable of Hiring process & Training procedures

DINNING & BAR EQUIPMENT

  • Tables Legs and Chairs Clean

  • High Chair Clean

  • Bar Station Equipment clean and organized

  • All items are labelled and rotated

  • Complete set up and back up of stocks

  • Updated Rolodex

  • Crathco Machine Cleaned

  • Thermofresh Cleaned

  • Water and Iced tea Decanter Clean

  • POS Area Clean and Organized

  • Rentokil Cleaned

  • Walls and Murals Cleaned

  • Ledges and Baseboards Cleaned

  • Vornado & E-fan Cleaned

  • Signage & Drop Lights Cleaned

  • Trolley Cleaned

  • Fire Extinguisher Stand Cleaned

  • Cake chiller properly label

Bar tools and glasses

  • Measuring Cups and Spoons, available for use

  • Blender Machine and pitcher, clean and functioning

  • Coffee Machine and Grinder- clean and functioning<br>

  • Bar cleaning tools, available and used for cleaning

  • Denny's Mug and underliner plate, well-stocked, no stains

  • Pint glass and high ball- well-stocked, no stains

  • Creamer/ milk jug- well-stocked, no stains

  • Maple jug well-stocked, no chips and no stains

  • Tea pot- well-stocked, no stains

  • Sunday Glass & Melody Glass- well stocked, no stains

  • Irish Footed Glass- well-stocked, no stains

  • Coffee Cups and undeliner- well-stocked, no stains

  • Iced Tea Label 12hrs

FOH Team members

  • Attentive to guests and apply 5 foot focus at all times

  • Sense of Urgency. Walk fast and move fast.

  • Observing "Oyster Theory"

  • Completed validations- initial/1st/3rd/5th month, filed in 201 envelop

GROOMING STANDARDS AND UNIFORM CHECK (Front of the house)

  • Not faded, Well-pressed uniforms (polo shirt, black chino pants, tucked in; black apron,)

  • No Jewelries (stud/pearl earrings only for female)

  • Nameplate- Neatly printed. All Caps, Font: Calibri Bold, 28

  • Hairstyle and grooming standards<br>FEMALE- bun, braid or french twist, black or natural color only<br>MALE- Clean cut, shaven , black or dark brown color only

  • Appropriate make-up for all Female

  • Mustard Apron , no ink stains

  • Clean Shaven (for male only)

  • No Perfume nor fabric conditioner on their uniform

  • Black sneaker shoes and black socks.

  • Tickler

  • 3 click pens

  • 3 click Lighter

  • Hand Sanitizer- Green Cross or Hygienix

  • wobble stopper

  • walkie talkie

  • Clean nails and no nail polish

  • Put-on for employees on break.

  • New uniforms are issued to regular team members every year.

  • Picture a team member complete uniform

SERVICE EXCELLENCE

GUEST FIRST CYCLE

WARM WELCOME

When entering the restaurant did the Host…

  • Open the door for the guest

  • Greet the guest with eye contact, enthusiasm and energy

  • Bring enough menu and complete table set-up for each guest.

  • Apply hospitality factors (Things to look for: Carrying baggage for the guest; offer coloring sheets, crayons and high chair for the kids; Addressing regular guest on a first name basis)

  • Introduce MOD, Server, Menu and Table vibe and Promo's (Note: All or nothing)

  • Seat the guest and hand the menu in an open manner

  • Manage the wait.<br>NOTE: If applicable

  • Did other FOH team members greet to welcome the entering guests?

  • Did the host apply the "Host Touch Point Script" with the guests inquiring at the door?

  • Floor Plan, Priority List and Coloring Sheet ( A+ )

  • Host is able to explain the Reservation Policies.

MAY I SUGGEST

INTRODUCE

  • Did the server arrive immediately or within 30 seconds to acknowledge the guest ?

  • Did the server Introduced himself as the server with eye to eye contact and energy?

  • Place beverage napkin in the table: One for every guest to indicate that the guests are acknowledged already.

TALK ABOUT THE FOOD- Did the Server...

  • Did the server asked question? ''Can I get you something to Drink or Starters first?''

  • Apply Menu Navigation technique ( holding the menu) when talking about the food.

  • Introduced at least 1 main course (Slams, Pancake, Burger, Sandwich, Classics, Skillets, LTO) with Hook Line and Sinker

  • Introduced 1 Appetizer or Salad with Hook, Line and Sinker

  • Introduced at least 2 Beverages with Hook, Line ans Sinker

  • Offer to take beverage orders " Let me get you something to drink first?" and food orders of applicable.

  • Use a tickler in writing the order and use ABC method (if applicable)

  • Ask necessary details or give information depending on the guest’s orders<br>• Eggs<br>How would you like your eggs to be cooked? How about Sunny side up or scrambled?<br>How do you want your eggs to be done? Sunny side up or scrambled?<br>• Burgers<br>Just to inform you sir, we cook our burgers medium well...<br>• Steaks<br>How would you like your steak to be done? I recommend..<br>Beverages- Please be informed that we are no longer serving plastic straws for your drinks..

  • Repeat the order in sequence (Beverages, Starters, Main Course)

  • Advise the guest about the food Serving Time after repeating orders “Your orders will be here in 15 to 20 minutes..."

  • Ask if the guests will be using any privilege card or vouchers.

  • Provide plates if food is for sharing and spoons for rice dishes.

  • Collect the menu and gracefully exit.

  • Appear to be knowledgeable about the menu items<br>NOTE: Call a server and ask him/her to sizzle 3 top items on the menu

FIRED UP TO SERVE

Did your the server..

  • Sign in the POS with his own magnetic card. Enter the number of customers/ covers and then select the respective table. Enter your guests’ order in the following sequence.<br>

  • Provide service water to each guest right after ringing the orders with Water Decanter (upon guest request or automatic if the guest did not order any beverage)

  • Serve beverages with beverage napkins (for ALL cold drinks only) and proper glass and garnish

  • Serve coffee or other hot beverages in HOT mug/ cups and underliner.

  • Introduce the appetizer, salad or soup to the guest when serving on the table.

  • Offer Russian-style service upon delivery of platters, salads or starters for sharing.

  • Serve the food in proper sequence.

  • Apply Table Engineering technique. Prepare the table before serving the main course of next dish in the middle and do not let the guests move the plates.

  • Serve the food with proper serving gears and condiments? Provide spoons, fork or knife for sharing items.

KEEPING GUEST HAPPY

During the dining experience, did your FOH team member apply the following secondary services:

  • Check Back? Ask the guests if they are enjoying their meal and give "at your service" assurance.

  • Offer another glass/refills on beverages . Refill water and refillable drinks with a decanter.

  • Pre-buss. Ask permission to get empty plates, soup bowls, etc.

  • Offer to change plate and cutlery when necessary.

  • Maintain neat table appearance: Wipe spills and crumbs on the table, change dinner napkins

  • Provides wet towel or hand sanitizer when necessary or upon guest request

  • When clearing the empty plates, take the opportunity to suggest desserts and hot beverages.

  • Suggest and serve desserts and after coffee/tea with proper set-up

  • Offer Bistro Premiere Card (short and sweet, no hard selling)

FAREWELL AND RETURN

During bill out, did your team member:

  • Prepares the bill prior to guest's request. Place the pre-receipt in the Order List holder.

  • Immediately present the bill upon guest request.

  • Ask for the guest’s preferred mode of payment.<br>• For cash payment: Return the change/voucher immediately, not exceeding 2 minutes.<br>• For card payment: Process the payment using a wireless terminal in front of the guest.

  • Ask the guest for any feedback about the food and service (textify program)

  • Thank the guest and assist them upon leaving the restaurant. <br>Things to look for: The door person bidding farewell with enthusiasm and opening the door for the guest.

MANAGER ON DUTY

  • Is engaging with and directing the team members on floor

  • Practices 100% table visit, introduces his name and is engaging with the guests enthusiastically.

  • Checks all food and drinks coming out from the EXPO and BAR counter.

  • Returns the privilege card personally to the owner.

  • Handles guest complaint and able to "WIN BACK" the guest

  • One manager should be focused at the door area managing the wait during weekends/peak hours.

TRAINING MANUALS, FORMS, BULLETIN BOARD AND OTHER TRAINING TOOLS

  • FOH Line check form (Store Readiness)<br>NOTE: Check if it is updated and used everyday

  • Alley Rally Forms<br>NOTE: Check if it is updated and used everyday

  • BAR Inventory and Production Sheet Form<br>NOTE: Check if it is updated and used everyday

  • FOH Station Straining Manual (in binder for store copy)

  • Bar Drinks Rolodex are being used, clean and well maintained (no signs of tampering)

  • BOH Station Straining Manual and Master Recipe (in binder for store copy)

  • Recipe Updates/ Training Updates (filed in the office for training reference)

  • Recent Training Update and Recipe Update posted and communicated.<br>Note: Ask 1-2 staff if they are knowledgeable about the latest Training/Recipe Update.

  • Recent Memos/Update posted and communicated (Any memo from JPM, VP's, DO's, Marketing Dept, Purchasing Dept. and Accounting)

  • Menu Knowledge. NOTE: Call a server and choose 3 top items on the menu for him to sizzle.

FOOD EXECUTION

Beverages

  • undefined

  • Comments (Beverages)

  • Served on time

  • Temperature

  • Recipe adherence

  • Taste

  • Presentation

  • Take a photo

Appetizer

  • undefined

  • Comments (Appetizers)

  • Served on time

  • Temperature

  • Recipe adherence

  • Taste

  • Presentation

  • Take a photo

Salad/Soup

  • undefined

  • Comments (Salad and Soup)

  • Served on time

  • Temperature

  • Recipe adherence

  • Taste

  • Presentation

  • Take a photo

Breakfast Item

  • undefined

  • Comments (Breakfast)

  • Served on time

  • Temperature

  • Recipe adherence

  • Taste

  • Presentation

  • Take a photo

Classic Diner

  • undefined

  • Comments (Classic)

  • Served on time

  • Temperature

  • Recipe adherence

  • Taste

  • Presentation

  • Take a photo

Favorites

  • undefined

  • Comments (Favorites)

  • Served on time

  • Temperature

  • Recipe adherence

  • Taste

  • Presentation

  • Take a photo

LTO

  • undefined

  • Comments (LTO)

  • Served on time

  • Temperature

  • Recipe adherence

  • Taste

  • Presentation

  • Take a photo

Dessert

  • undefined

  • Comments (Dessert)

  • Served on time

  • Temperature

  • Recipe adherence

  • Taste

  • Presentation

  • Take a photo

Hot beverages

  • Comments (Hot Beverages)

  • Served on time

  • Temperature

  • Recipe adherence

  • Taste

  • Presentation

  • Take a photo

  • undefined

OPERATIONS ESSENTIALS

NON-NEGOTIABLE

  • Alley Rally is conducted by the MOD with the FOH and BOH team members

  • Servers using their own badge card (it should not be borrowed)

  • All employees on duty have undergone Classroom Training

  • Presence of Cleaning Crew- Clean Restrooms

  • Floors are kept dry- Correct use of Mops- Blue, Green, Red, Imop

  • Presence of dedicated BPC Seller

  • MOD in dining all the time<br>

  • Assigned busser during peak hour

  • No "86" items<br>

  • All Team members are in Complete Uniform and presentable to the guest.

OPERATIONS ESSENTIALS

  • Business hours posted & visible.<br>

  • Storage areas are locked and not easily accessible to team members.<br>

  • Manager's Office area is clean and organized

  • Operation Hours properly observed.<br>

  • Tables are in complete set up and all areas are open for the guest.<br>

  • Employee of the month is recognized monthly and posted on the employee area

  • General assembly or meeting with team members is conducted regularly

RESTROOM ESSENTIALS

  • Mirrors are clean and smudge free

  • Urinals/ toilet bowl clean

  • Sink is clean and no leak

  • Tiles and flooring is clean and dry<br>

  • Odor free<br>

  • Stocked with paper towels, soap and toilet paper? <br>

  • All lights and fixtures in good working order?<br>

  • Restroom kit

REPAIR AND MAINTENANCE

  • Complete R&M basic tools

  • Service reports filled up by R&M personel and filed in the office

  • Check lost and found cards and if it logged properly?

  • Front of the House Recommendation Attachments

  • Manager's Signature

  • Manager's Signature

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