Denny's Philippines Service Excellence Audit Oct 2018

• SERVEX

• Client / Site

• Conducted on

  Date

• Conducted by

• Location
  Address

• FOH Manager

When entering the restaurant did the door person…

• Open the door for the guest

  Yes

  No

  N/A

• Greet the guest with eye contact, enthusiasm and energy

  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 at the door?

  Yes

  No

  N/A

INTRODUCE

• Did the server arrive immediately or within 30 seconds to acknowledge the guest and Introduced himself as the server-ITT

  Yes

  No

  N/A

• Select date

  Date

• 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 during Suggestive Selling.

  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>Ask guests if they would like pico or atchara

  Yes

  No

  N/A

• Suggest a beverage or specialty drinks

  Yes

  No

  N/A

• Suggest and recommend our top sellers and new items on the menu

  Yes

  No

  N/A

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

  Select Yes No N/A

  • 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

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

  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

  Yes

  No

  N/A

• Remove unnecessary set-up or plates if food is individual and set up condiments (A1 Steak Sauce)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Distribute plates if food is for sharing or pull out if individual orders.

  Yes

  No

  N/A

• Collect the menu and gracefully exit.

  Yes

  No

  N/A

Did your FOH team member..

• 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, straw and garnish

  Yes

  No

  N/A

• Present the appetizer, salad or soup to the guest then serve on the table.

  Yes

  No

  N/A

• Present and serve main course within 15-20 (maximum)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Offer pepper mill for salads, soup and pasta

  Select Yes No N/A

  • Yes
  • No
  • N/A

• Serve the food in sequence with proper serving gears and condiments?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Ask guest about any additional needs?

  Yes

  No

  N/A

• <br>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

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

  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

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

  Yes

  No

  N/A

Upon billing out, did your team member:

• Immediately present the bill upon guest request.<br>• 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.<br>

  Yes

  No

  N/A

• For Credit/Debit Card payment, settle the transaction in the table using a wireless card terminal.

  Yes

  No

  N/A

• For Cash payment, check if the change is correct. Return the change or any voucher to the guest immediately in a closed bill folder & exit after thanking. <br>

  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

• 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

• Is dressed appropriately

  Yes

  No

  N/A

• Take a picture of the Manager

  Media

• Knowledgeable of Hiring process & Training procedures

  Yes

  No

  N/A

BULLETIN BOARD

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

  Yes

  No

  N/A

• Memo Update (Any memo from JPM, VP's, DO's, Marketing Dept, Purchasing Dept. and Accounting)

  Yes

  No

  N/A

TRAINING MANUALS, VALIDATION FORM LINE CHECK FORM AND TRAINING TOOLS

• FOH Line check form (Store Readiness)<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

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

  Yes

  No

  N/A

• Denny's FOH Station Manual

  Yes

  No

  N/A

• Recipe/ Training Updates (filed in the office)

  Yes

  No

  N/A

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

  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, black socks and sneakers)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Nameplate- uniform font, neatly printed.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Black Side towel for servers, bartenders and bussers

  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

BACK OF THE HOUSE

• 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/ disposable apron for prep

  Yes

  No

  N/A

SPOT THE NOT

• No Wobbling tables? Note: Indicate table number if applicable

  Yes

  No

  N/A

• No Chipped plates, bullet, underliner, glasses<br>

  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>- 9" Plates

  Yes

  No

  N/A

• Beverage Napkin

  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 Fork

  Yes

  No

  N/A

Bar tools and glasses

• Creamer jug

  Yes

  No

  N/A

• Tea pot

  Yes

  No

  N/A

• Irish Footed Glass

  Yes

  No

  N/A

• Coffee Cups and undeliner

  Yes

  No

  N/A

• Denny's Mug and 7" Plate underliner

  Yes

  No

  N/A

• Mason jar (22 oz)

  Yes

  No

  N/A

• Tall glass

  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

  Yes

  No

  N/A

• Spray Bottle for SANITIZER with label

  Yes

  No

  N/A

• 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

• Brewed Coffee brewing procedures and shelf life is strictly followed. 30 minutes.

  Yes

  No

  N/A

• Use of bus tub, trays and tray jack

  Yes

  No

  N/A

• Presence of Cleaning Crew- Clean Restrooms

  Yes

  No

  N/A

• Bucket system is in place and being used during operation

  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

• Assigned busser during peak hour

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Over all remarks

• Manager's SIgnature

  Sign