Information
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SERVEX
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Conducted on
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Conducted by
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Location
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FOH Manager
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BOH Manager
WARM WELCOME
When entering the restaurant did the door person…
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Open the door for the guest
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Greet the guest with eye contact, enthusiasm and energy
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Bring enough menu an roll ups for each guest.
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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)
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Introduce MOD, Server, Textify and Wifi Password (Note: All or nothing)
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Seat the guest and hand the menu in an open manner
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Manage the wait.<br>NOTE: If applicable
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Did other FOH team members greet to welcome the entering guests?
MAY I SUGGEST
INTRODUCE
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Did the server arrive immediately or within 30 seconds to acknowledge the guest and Introduced himself as the server
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Select date
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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...
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Apply Menu Navigation technique during Suggestive Selling.
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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>
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Suggest a beverage or specialty drinks
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Suggest and recommend our top sellers and new items on the menu
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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
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Use a tickler in writing the order and use ABC method (if applicable)
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Repeat the order in sequence (Beverages, Starters, Main Course)
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Advise the guest about the food Serving Time after repeating orders
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Advise the guests that plastic straws will not be provided
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Remove unnecessary set-up or plates if food is individual and set up condiments (A1 Steak Sauce)
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Ask if the guests will be using any privilege card or vouchers.
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Distribute plates if food is for sharing or pull out if individual orders. Provide spoons for dishes with rice.
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Collect the menu and gracefully exit.
FIRED UP TO SERVE
Did your FOH team member..
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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>
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Provide service water to each guest right after ringing the order. (upon guest request or automatic if the guest did not order any beverage)
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Serve beverages with beverage napkins (for ALL cold drinks only) and proper glass, straw and garnish
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Present the appetizer, salad or soup to the guest then serve on the table.
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Present and serve main course within 15-20 (maximum)
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Suggest and serve desserts and after coffee/tea with proper set-up
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Serve the food in sequence with proper serving gears and condiments?
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Offer Russian-style service upon delivery of platters, salads or starters for sharing.
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Ask guest about any additional needs?
KEEPING GUEST HAPPY
During the dining experience, did your FOH team member apply the following secondary services:
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Check Back? Ask the guests if they are enjoying their meal and give "at your service" assurance.
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Offer another glass/refills on beverages
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Pre-buss. Ask permission to get empty plates, soup bowls, etc.
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Offer to change plate and cutlery when necessary.
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Maintain neat table appearance: Wipe spills and crumbs on the table, change dinner napkins
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Provides wet towel or hand sanitizer when necessary or upon guest request
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When clearing the empty plates, take the opportunity to suggest desserts and hot beverages.
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Offer Bistro Premiere Card (short and sweet, no hard selling)
FAREWELL AND RETURN
Upon billing out, did your team member:
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Prints and prepares the bill prior to guest's request.
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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>
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For Credit/Debit Card payment, settle the transaction in the table using a wireless card terminal.
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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>
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Ask the guest for any feedback about the food and service (textify program)
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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.
THE MANAGER ON DUTY
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Is engaging with and directing the team members on floor
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Practices 100% table visit, introduces his name and is engaging with the guests enthusiastically.
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Checks all food and drinks coming out from the EXPO and BAR counter.
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Returns the privilege card personally to the owner.
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Handles guest complaint and able to "WIN BACK" the guest
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One manager should be focused at the door area managing the wait during weekends/peak hours.
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Is dressed appropriately
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Take a picture of the Manager
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Knowledgeable of Hiring process & Training procedures
INTERVIEW AND STANDARD CHECK
BULLETIN BOARD
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Training Update and Recipe Update<br>Note: Ask 1-2 staff if they are knowledgeable about the latest Training/Recipe Update.
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Memo Update (Any memo from JPM, VP's, DO's, Marketing Dept, Purchasing Dept. and Accounting)
TRAINING MANUALS, VALIDATION FORM LINE CHECK FORM AND TRAINING TOOLS
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BOH Line check form<br>NOTE: Check if it is updated and used everyday
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FOH Line check form (Store Readiness)<br>NOTE: Check if it is updated and used everyday
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BAR Inventory and Production Sheet Form<br>NOTE: Check if it is updated and used everyday
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Alley Rally Forms<br>NOTE: Check if it is updated and used everyday
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New Hire Team Member's Training Kit (with back up at the office)
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Denny's Basic Standard Manual
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Recipe/ Training Updates (filed in the office)
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Station Master Recipe (Updated and used in the Kitchen)
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Bar Drinks Rolodex are being used, clean and well maintained (no signs of tampering)
UNIFORM CHECK
GROOMING STANDARDS AND UNIFORM CHECK (Front of the house)
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Not faded, Well-pressed uniforms (polo shirt, black chino pants, tucked in; black apron, black socks and sneakers)
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No Jewelries (stud/pearl earrings only for female)
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Nameplate- uniform font, neatly printed.
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Hairstyle and grooming standards<br>FEMALE- bun, black or natural color only<br>MALE- Clean cut, shaven , black or dark brown color only
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Black Side towel for servers, bartenders and bussers
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Appropriate make-up for all Female
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Clean Shaven (for male only)
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No Perfume nor fabric conditioner on their uniform
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Black sneaker shoes and black socks.
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Tickler
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3 click pens
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3 click Lighter
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Hand Sanitizer- Green Cross or Hygienix
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Clean nails and no nail polish
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Put-on for employees on break.
BACK OF THE HOUSE
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Hair cap and hair net
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Clean shaven (male only)
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Well pressed chef uniform
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White round neck inner shirt (no print, plain white)
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Click pen & Tickler
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Clean nails and no nail polish
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Black chino pants
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Black socks
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Steel toe shoes
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Clean full black apron/ disposable apron for prep
ZOOMING IN
SPOT THE NOT
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No Wobbling tables? Note: Indicate table number if applicable
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No Chipped plates, bullet, underliner, glasses<br>
Table Set-up
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Complete set-up<br>- Maple Syrup<br>- Table Caddy (Ketchup, Salt, Pepper)<br>- Textify Standee<br>- Sugar Caddy<br>- 9" Plates
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Beverage Napkin
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Roll ups- back up in the Service Area and Host Podium
Serving Gears
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Steak Knife (available and well maintained)
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Serving Tongs (available and well maintained)
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Soup Spoon
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Teaspoon and Long Teaspoon
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Dessert Spoon and Fork
Bar tools and glasses
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Creamer jug
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Tea pot
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Irish Footed Glass
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Coffee Cups and undeliner
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Denny's Mug and 7" Plate underliner
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Mason jar (22 oz)
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Red and white wine glass
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Tall glass, margarita glass, rock glass for cocktail
Busser's kit are complete and well maintained
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Standard Caddy
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Towel Color Coding<br>Blue- to clean<br>Yellow- to sanitize<br>Pink- for chairs
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Spray Bottle for APC and SANITIZER with label
NON NEGOTIABLE
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Alley Rally is conducted by the MOD with the FOH and BOH team members
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Servers using their own badge card (it should not be borrowed)
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All employees on duty have undergone Classroom Training
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Brewed Coffee brewing procedures and shelf life is strictly followed. 30 minutes.
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Use of bus tub, trays and tray jack
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Presence of Cleaning Crew- Clean Restrooms
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Bucket system is in place and being used during operation
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Floors are kept dry- Correct use of Mops- Blue, Green, Red, Imop
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Presence of dedicated BPC Seller
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Assigned busser during peak hour
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All Team members are in Complete Uniform and presentable to the guest.
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Over all remarks
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Manager's SIgnature