Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Internal service: Providing superior Internal Service to our employees is essential in order to provide consistent and exceptional guest experiences. We are expected to ensure that the 8 dimensions of Internal Service are effectively executed in all restaurants at all times.
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LEADERSHIP, COMMUNICATION, INTERPERSONAL TREATMENT: Role models key behaviors:coaches daily to improve restaurant performance; sets daily goals TIP/TOP; listens and ensures mutual understanding; respects employees’ ideas and feelings; remains calm during stressful events.
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STAFFING: Helps builds a team that is passionate about delivering exceptional guest service: assists restaurant staffing needs and makes recommendations to ensure the right staffing levels to meet operational and guest service needs; makes decisions that are ethical, legal and in agreement with policies and guidelines.
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TRAINING & DEVELOPMENT: Trains and On-Boards all newly hired or promoted employees: assists and coaches employees to make sure they have the information, tools and skills needed to do their job; ensures all employees have completed appropriate CBT modules, are certified on appropriate workstations, and workstation positioning is followed; uses build-to charts consistently.<br>
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FEEDBACK, REWARDS & RECOGNITION: Coaches daily to improve performance: continuously assists employees’ performance and gives positive and constructive feedback; acknowledges<br>good performance of employees with compliments, verbal recognition, or prizes; supports resulting<br>plans of action.
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EMPLOYEE ENVIRONMENT: Ensures a clean, safe and comfortable work environment: helps provide a work setting that contributes to effective job performance; helps ensures clean break room free of stored goods; work environment is safe, organized, clutter-free, in good repair, well-lit, odor-free, and at an appropriate temperature.<br>
External Service: Ensuring every guest, every time receives outstanding External Service is critical in order to provide consistent and exceptional guest experiences. We are expected to ensure that all systems and procedures are followed in order to provide consistently great food safety, food quality, speed of service, and order accuracy. We are also expected to ensure consistently great guest service and clean, well-maintained restaurants.
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CLEAN: Your restaurant should be sparkling, clean, organized, and well-stocked. This includes all parking lots, trash cans, dining areas, drive-thru, and all employees.<br>
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FAST: No matter what time of day or night, your employees should quickly greet guests, keep the line moving, hustle, and communicate with each other. The guest should be informed immediately and courteously if their order will take longer, and how long it will take.
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ACCURATE: No matter what time of day or night, your employees should confirm and repeat all guest orders to ensure complete and total order accuracy each and every time. The guest should be provided with the appropriate amount of condiments, napkins, and utensils.
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FRIENDLY: Your restaurant employees should be genuinely pleasant and welcoming to all guests, and be authentically friendly. Your staff should be personable, polite, warm, and inviting to all guests. All employees should be smiling, well-groomed, and high-energy ambassadors for our Brand.
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HASSLE FREE: Guests at your restaurant should rarely ever have to encounter a problem; but if they do, your employees should immediately address their concerns and resolve their problem. Your employees should make every guest interaction exceptional, correct any and all mistakes, and show genuine concern for making each situation right.<br>
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FOOD SAFETY & QUALITY: When guests are served their order, they should get their hot food HOT and their cold food COLD. Guests’ food is made exactly the way they order it every time; and the food is always safe, fresh and tasty.
Behaviors: Achieving Higher Profits through sales optimization and effective cost control is essential to becoming the choice of fast food lovers. In addition to driving sales growth, we are expected to manage key costs, including labor, food, and other controllables. We are also expected to effectively execute new products and initiatives.
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SALES: Consistently increases profits by driving sales every shift: identifies trends and opportunity areas to build sales growth and recommends to Manager; properly and effectively executes new products and all marketing and promotional initiatives.<br>
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COST MANAGEMENT: Increases profits by effectively managing restaurant costs: controls cash, labor, food variance, destroyed food, and cleaning supplies every shift; uses sound judgment and ethical practices to optimize restaurant profits; effectively protects company assets, while always doing what is right for the guest.
