Title Page
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Site conducted
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Conducted on
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Prepared by
Pre-Service
OPENING READINESS - select N/A for all if only observing Dinner Service
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All employees are in full, correct and clean uniforms. Epic hats, Epic shirts, black pants or jeans, non slip shoes and clean aprons
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Front door is unlocked 15 minutes before opening time
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Patio is set up neatly, tables and chairs are clean, condiment caddies are out and umbrellas are up
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Shift Gameplan has been explained to the team
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Line check complete. Product is properly rotated and stocked for the shift
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Both registers have cash drawers with proper change. No $100's or $50's or excess $20's
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Bathrooms have been checked and stocked
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Employees are on time. Not early or late
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Any Needs Immediate Attention items from cleanliness walk through are addressed before opening
LUNCH SERVICE - select N/A for all if only observing Dinner Service. Do this for at least 3 different guests/tables/orders.
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GUEST 1
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Time entered
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5 Points of Contact 1: Was the guest greeted upon entering
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Cashier is attentive, standing up straight, smiling and speaking clearly
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Cashier makes recommendations and answers questions accurately
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Cashier smoothly takes order and repeats the order back for accuracy
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Cashier hands guest their table number and drink cup(s) if ordered.
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If a to-go order or pick up, cashier invites guest to make themselves comfortable and directs them where to stand, sit, etc while they wait.
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Time food is delivered to the table
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5 Points of Contact 2: Food Delivery - we auctioned the food off accurately and confidently
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The order was made accurately
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If order was not correct did we resolve immediately
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We approached the table with a smile and spoke loud and clear but not shouting.
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We used this opportunity to pre bus any straw or other wrappers on table
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5 Points of Contact 3: Two Bite Check up - we approached the table with a smile and spoke loud and clear but not shouting
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We offered to refill beverages if applicable
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We used this opportunity to pre bus any wrappers or dirty napkins
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We offered samples during this guest's stay
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If the guest had any issues did we resolve quickly
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5 Points of Contact 4: Pre-Bussing. Once the guest had completed their meal we cleared the table of dirty plates, napkins and wrappers
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Did we connect with the guest in any way? Ask how their weekend is, how the game went, etc
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This guest was WOW'd. Explain in notes
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5 Points of Contact 5: Thanking the Guest - we thanked the guest and said "Can't wait to see you next time"
MID SHIFT
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Did we clean up, reorganize and move people off the clock quickly without disrupting speed and accuracy of service
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All coolers were restocked and prep levels checked. A prep plan is in place for anything needed for the next shift
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Protein prep for next day is completed or in the works
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Cleaning and side work tasks have been assigned and completed
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Game plan for the next shift has been communicated to each employee as they clock in
DINNER SERVICE - select N/A for all if only observing Lunch Service. Do this for at least 3 different guests/tables/orders.
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GUEST 1
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Time entered
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5 Points of Contact 1: Was the guest greeted upon entering
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Cashier is attentive, standing up straight, smiling and speaking clearly
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Cashier makes recommendations and answers questions accurately
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Cashier smoothly takes order and repeats the order back for accuracy
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Cashier hands guest their table number and drink cup(s) if ordered.
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If a to-go order or pick up, cashier invites guest to make themselves comfortable and directs them where to stand, sit, etc while they wait.
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Time food is delivered to the table
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5 Points of Contact 2: Food Delivery - we auctioned the food off accurately and confidently
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The order was made accurately
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If order was not correct did we resolve immediately
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We approached the table with a smile and spoke loud and clear but not shouting.
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We used this opportunity to pre bus any straw or other wrappers on table
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5 Points of Contact 3: Two Bite Check up - we approached the table with a smile and spoke loud and clear but not shouting
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We offered to refill beverages if applicable
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We used this opportunity to pre bus any wrappers or dirty napkins
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We offered samples during this guest's stay
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If the guest had any issues did we resolve quickly
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5 Points of Contact 4: Pre-Bussing. Once the guest had completed their meal we cleared the table of dirty plates, napkins and wrappers
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Did we connect with the guest in any way? Ask how their weekend is, how the game went, etc
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This guest was WOW'd. Explain in notes
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5 Points of Contact 5: Thanking the Guest - we thanked the guest and said "Can't wait to see you next time"
Wrap Up: All Shifts
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What were ticket times during peak service
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What were ticket times to start the shift - did we throw the first punch or did the guest?
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What were ticket times when we slowed down - did we maintain pace or get distracted?
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Any order accuracy mistakes made during the shift? What happened? How we will coach and teach better systems to ensure we do not make the same mistakes twice
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Did the team communicate well?
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Did we touch every table during the entire shift?
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Was the shift/day a sales building shift/day? What made it that way?
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If the shift/day was not sales building, what will we do for the next shift/day to ensure that one and every future one is building sales
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How were staffing levels? What can be adjusted?
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What was sampled during your visit? Were people impressed?
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What did the team absolutely nail during the shift/day?
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What does the team have to work on to achieve Epic status?
