Denny's Operations Excellence Report V2

• Operations Excellence Audit

• Client / Site

• Conducted on

  Date

• Conducted by

• Location
  Address

• FOH Manager

• BOH Manager

All refrigeration and storage in good condition and maintains standard temp. Indicate Temperature reading

• Middle Chiller- 0°C to 4°C

  Yes

  No

  N/A

• Pantry Chiller- 0°C to 4°C

  Yes

  No

  N/A

• Fry Chiller- 0°C to 4°C

  Yes

  No

  N/A

• Burger Chiller - 0°C to 4°C

  Yes

  No

  N/A

• Grill Chiller- 0°C to 4°C

  Yes

  No

  N/A

• Saute Chiller- 0°C to 4°C

  Yes

  No

  N/A

• Walk -in (Chiller 0°C to 4°C / Freezer -15° to -18°C )

  Yes

  No

  N/A

GRI

• All stocks 6" above the floor and 2" from walls

  Yes

  No

  N/A

• All stocks properly labelled

  Yes

  No

  N/A

• All items are in APL

  Yes

  No

  N/A

• No stocks beyond shelf life

  Yes

  No

  N/A

• Clean and organized

  Yes

  No

  N/A

Station in proper set-up, clean and all equipment/ tools in good repair & working condition.

Pantry

• Pantry Chiller and raised rail<br>

  Yes

  No

  N/A

• Pantry station tools

  Yes

  No

  N/A

• Microwave

  Yes

  No

  N/A

• Waffle Machine

  Yes

  No

  N/A

• POS Printer

  Yes

  No

  N/A

Fry

• Fry Chiller and raised rail<br>

  Yes

  No

  N/A

• Deep Fryer

  Yes

  No

  N/A

• Fry station tools

  Yes

  No

  N/A

• POS Printer

  Yes

  No

  N/A

Griddle/ Burger

• Griddle drawer chiller <br>

  Yes

  No

  N/A

• Griddle

  Yes

  No

  N/A

• Griddle station tools

  Yes

  No

  N/A

• POS Printer

  Yes

  No

  N/A

Saute

• Saute Chiller and raised rail<br>

  Yes

  No

  N/A

• Burner

  Yes

  No

  N/A

• Saute station tools

  Yes

  No

  N/A

• POS Printer

  Yes

  No

  N/A

Middle

• Middle Chiller and raised rail<br>

  Yes

  No

  N/A

• Heat Lamp

  Yes

  No

  N/A

• Middle station tools

  Yes

  No

  N/A

• POS Printer

  Yes

  No

  N/A

Critical Items and Sauces in the Line Pick only 3 random items then check quality indicators

• Pantry items

  Yes

  No

  N/A

• Pantry items

  Yes

  No

  N/A

• Pantry items

  Yes

  No

  N/A

• Fry items

  Yes

  No

  N/A

• Fry items

  Yes

  No

  N/A

• Fry items

  Yes

  No

  N/A

• Burger/ Grill items

  Yes

  No

  N/A

• Burger/ Grill items

  Yes

  No

  N/A

• Burger/ Grill items

  Yes

  No

  N/A

• Saute items

  Yes

  No

  N/A

• Saute items

  Yes

  No

  N/A

• Saute items

  Yes

  No

  N/A

BOH Essentials

• Recipe book - available, complete and updated.

  Yes

  No

  N/A

• Production sheet - available and being used.

  Yes

  No

  N/A

• Clean as you work. Clean as you go.

  Yes

  No

  N/A

• Ceiling clean and in good repair.

  Yes

  No

  N/A

• Exhaust and air vents clean and in good repair.

  Yes

  No

  N/A

• Floors - dry and clean.

  Yes

  No

  N/A

• No leaking faucet and in good repair.

  Yes

  No

  N/A

• Job aids in place and in good repair

  Yes

  No

  N/A

• Sharp and clean Knives.

  Yes

  No

  N/A

• Ice machine: clean and in good working condition

  Yes

  No

  N/A

• Proper thawing, cooking, cooling and reheating procedures

  Yes

  No

  N/A

Safety and Sanitation

• No presence of insects, flies & cockroaches.

  Yes

  No

  N/A

• Sanitation bucket and proper towels in use. Green and white towels only.

  Yes

  No

  N/A

• Cutting boards clean and sanitized. (No deep marks and no stains)

  Yes

  No

  N/A

• Hand washing sink - complete set-up with Sanitation amenities.

  Yes

  No

  N/A

• Thermometers are calibrated and used during operations

  Yes

  No

  N/A

• First aid kit with complete supplies

  Yes

  No

  N/A

Chemicals and cleaning tools

• Mops hanging down and mop sink clean and organized

  Yes

  No

  N/A

• Complete mops and follow color coding

  Yes

  No

  N/A

• Only approved chemicals used

  Yes

  No

  N/A

• Chemicals dispensers clean and functional

  Yes

  No

  N/A

• Cleanliness of dish machine

  Yes

  No

  N/A

• Take photo of dish machine

  Media

Kitchen Forms- properly filled up and updated

• Linecheck forms

  Yes

  No

  N/A

• Production sheet

  Yes

  No

  N/A

• Receiving Inspection report

  Yes

  No

  N/A

• Produce washing

  Yes

  No

  N/A

• Cooling log form

  Yes

  No

  N/A

• Thermometer calibration

  Yes

  No

  N/A

BOH Team members

• Practice proper handwashing every 30 mins.

  Yes

  No

  N/A

• Updated on the latest BOH Updates- TU/RU/Memo

  Yes

  No

  N/A

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

  Yes

  No

  N/A

BACK OF THE HOUSE UNIFORM

• Hair cap and hair net

  Yes

  No

  N/A

• Clean shaven (male only)

  Yes

  No

  N/A

• Well pressed chef uniform

  Yes

  No

  N/A

• White round neck inner shirt (no print, plain white)

  Yes

  No

  N/A

• Click pen & Tickler

  Yes

  No

  N/A

• Clean nails and no nail polish

  Yes

  No

  N/A

• Black chino pants

  Yes

  No

  N/A

• Black socks

  Yes

  No

  N/A

• Steel toe shoes

  Yes

  No

  N/A

• Clean full black apron/ leather or waterproof apron for dish

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Store First Impression

• Patio area clean and organized

  Yes

  No

  N/A

• Clean glass door and glass panel

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Guard is present and shows courtesy to the guest

  Yes

  No

  N/A

• Marketing collaterals updated and organized

  Yes

  No

  N/A

Dining Area

• Consistent use of buss tub

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• ACU at proper temperature

  Yes

  No

  N/A

• No flies or any signs of infestation.

  Yes

  No

  N/A

Table Set-up

• Complete set-up<br>- Maple Syrup<br>- Table Caddy (Ketchup, Salt, Pepper)<br>- Textify Standee<br>- Sugar Caddy<br>- Order List Holder

  Yes

  No

  N/A

• Roll ups- back up in the Service Area and Host Podium

  Yes

  No

  N/A

• Tables and chairs are aligned. No wobbling tables.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Serving Gears

• Steak Knife (available and well maintained)

  Yes

  No

  N/A

• Serving Tongs (available and well maintained)

  Yes

  No

  N/A

• Soup Spoon

  Yes

  No

  N/A

• Teaspoon and Long Teaspoon

  Yes

  No

  N/A

• Dessert Spoon and Dessert Fork

  Yes

  No

  N/A

Busser's kit are complete and well maintained

• Standard Caddy

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Spray Bottle for APC and SANITIZER with label

  Yes

  No

  N/A

MOD ESSENTIALS

• Wearing proper management dress code.<br>

  Yes

  No

  N/A

• Take photo of the MOD

  Media

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

  Yes

  No

  N/A

• Conducts pre-shift meeting.<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Updates floor plan and properly assign stations

  Yes

  No

  N/A

• Knowledgeable of Hiring process & Training procedures

  Yes

  No

  N/A

BAR Station

• Equipment clean and organized

  Yes

  No

  N/A

• All items are labelled and rotated

  Yes

  No

  N/A

• Complete set up and back up of stocks

  Yes

  No

  N/A

Bar tools and glasses

• Measuring Cups and Spoons, available for use

  Yes

  No

  N/A

• Blender Machine and pitcher, clean and functioning

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Bar cleaning tools, available and used for cleaning

  Yes

  No

  N/A

• Denny's Mug and 7" Plate underliner, well-stocked, no stains

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Tall glass- well-stocked, no stains

  Yes

  No

  N/A

• Mason jar (22 oz)- well-stocked, no stains

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Tea pot- well-stocked, no stains

  Yes

  No

  N/A

• Irish Footed Glass- well-stocked, no stains

  Yes

  No

  N/A

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

  Yes

  No

  N/A

FOH Team members

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

  Yes

  No

  N/A

• Sense of Urgency. Walk fast and move fast.

  Yes

  No

  N/A

• Observing "Oyster Theory"

  Yes

  No

  N/A

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

  Yes

  No

  N/A

GROOMING STANDARDS AND UNIFORM CHECK (Front of the house)

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

• Black Side towel

  Yes

  No

  N/A

• Appropriate make-up for all Female

  Yes

  No

  N/A

• Clean Shaven (for male only)

  Yes

  No

  N/A

• No Perfume nor fabric conditioner on their uniform

  Yes

  No

  N/A

• Black sneaker shoes and black socks.

  Yes

  No

  N/A

• Tickler

  Yes

  No

  N/A

• 3 click pens

  Yes

  No

  N/A

• 3 click Lighter

  Yes

  No

  N/A

• Hand Sanitizer- Green Cross or Hygienix

  Yes

  No

  N/A

• Clean nails and no nail polish

  Yes

  No

  N/A

• Put-on for employees on break.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

GUEST FIRST CYCLE

WARM WELCOME

When entering the restaurant did the Host…

• Open the door for the guest

  Yes

  No

  N/A

• Greet the guest with eye contact, enthusiasm and energy

  Yes

  No

  N/A

• Bring enough menu an roll ups for each guest.

  Yes

  No

  N/A

• 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)

  Yes

  No

  N/A

• Introduce MOD, Server, Textify and Wifi Password (Note: All or nothing)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Host is able to explain the Reservation Policies.

  Yes

  No

  N/A

MAY I SUGGEST

INTRODUCE

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

TALK ABOUT THE FOOD- Did the Server...

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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..

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Collect the menu and gracefully exit.

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

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>

  Yes

  No

  N/A

• Present the Order List to the guest and leave it on the table. "Hi, Here's the list of your orders for checking purposes."

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Serve the food in proper sequence.

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Cross out served orders in the order lists and inform the guest once all orders are served. "Sir/Mam, all of your orders are served, Please let me know if there is anything else that you need."

  Yes

  No

  N/A

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.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Offer to change plate and cutlery when necessary.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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.

  Yes

  No

  N/A

• Immediately present the bill upon guest request.

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

MANAGER ON DUTY

• Is engaging with and directing the team members on floor

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Returns the privilege card personally to the owner.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Beverages

• undefined

• Served on time

• Temperature

• Recipe adherence

• Taste

• Presentation

• Take a photo

  Media

Appetizer

• undefined

• Served on time

• Temperature

• Recipe adherence

• Taste

• Presentation

• Take a photo

  Media

Salad/Soup

• undefined

• Served on time

• Temperature

• Recipe adherence

• Taste

• Presentation

• Take a photo

  Media

Breakfast Item

• undefined

• Served on time

• Temperature

• Recipe adherence

• Taste

• Presentation

• Take a photo

  Media

Classic

• undefined

• Served on time

• Temperature

• Recipe adherence

• Taste

• Presentation

• Take a photo

  Media

Favorites

• undefined

• Served on time

• Temperature

• Recipe adherence

• Taste

• Presentation

• Take a photo

  Media

LTO

• undefined

• Served on time

• Temperature

• Recipe adherence

• Taste

• Presentation

• Take a photo

  Media

Dessert

• undefined

• Served on time

• Temperature

• Recipe adherence

• Taste

• Presentation

• Take a photo

  Media

Hot beverages

• undefined

• Served on time

• Temperature

• Recipe adherence

• Taste

• Presentation

• Take a photo

  Media

NON-NEGOTIABLE

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All employees on duty have undergone Classroom Training

  Yes

  No

  N/A

• Presence of Cleaning Crew- Clean Restrooms

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Presence of dedicated BPC Seller

  Yes

  No

  N/A

• MOD in dining all the time<br>

  Yes

  No

  N/A

• Assigned busser during peak hour

  Yes

  No

  N/A

• No "86" items<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

OPERATIONS ESSENTIALS

• Business hours posted & visible.<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Manager's Office area is clean and organized

  Yes

  No

  N/A

• Operation Hours properly observed.<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• General assembly or meeting with team members is conducted regularly

  Yes

  No

  N/A

RESTROOM ESSENTIALS

• Mirrors are clean and smudge free

  Yes

  No

  N/A

• Urinals/ toilet bowl clean

  Yes

  No

  N/A

• Sink is clean and no leak

  Yes

  No

  N/A

• Tiles and flooring is clean and dry<br>

  Yes

  No

  N/A

• Odor free<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

REPAIR AND MAINTENANCE

• Complete R&M basic tools

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Are all receipts intact/complete?

  Yes

  No

• Cash on hand is intact (Outstanding receipts + cash is equivalent to 20k)?

  Yes

  No

• Petty cash log updated daily including am/pm shift?

  Yes

  No

• Is there a BFF Monitoring logbook?

  Yes

  No

• Are there a seperate Official Receipt booklet exclusive for BFF sales?

  Yes

  No

• Check the series number issued and sold in the monitoring sheet? Is there any discrepancies?

  Yes

  No

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

  Yes

  No

• Manager's Signature

  Sign

• FOH Recommendations

• BFF sold by serial number?

  Yes

  No

• Manager's Signature

  Sign