Guest Standards Assessment Hawaii 2018

Title Page

Restaurant # and Location
Conducted on
Prepared by
Manager or PIC on Duty

*CRITICAL- Order Accuracy

1. Guest receives what they ordered including correct product build, condiment(s), utensils, napkins, straw & receipt
If No, was the root cause determined? *In the note section, describe the root cause(s).
2. OCS and speaker are working properly; POP and menu boards are clean, easy to read, and with no missing panels or numerals.
If No, was the root cause determined? *In the note section, describe the root cause(s).
Solving for Order Accuracy
Solving for Order Accuracy Job Aid:
View Order Accuracy Resources
Burger Assembly Sheet
Assembly Lunch Job Aid:
Correct Bagging Procedures
Bagging Procedure Job Aid:
Accompaniment Items
Accompaniment Job Aid:

* CRITICAL-Friendly

3. Guest is greeted at drive-thru or the front counter register; the Team Member is friendly throughout the order taking process and the guest is thanked for their visit.
If No, was the root cause determined? *In the note section, describe the root cause(s).
Solving for Friendy
Solving for Friendly Job Aid:

*CRITICAL-Food Tastes Great

How we measure:
Order any combo from the burger panel. Within a minute of receiving it, insert a thermometer probe horizontally into the side of the patty so that the thermometer reaches the center of the patty without poking through to the cheese or produce . Record the temperature , should temp at 125 or hotter.
4. Burgers are both hot (125°F or higher) and juicy, produce is fresh and the bread is toasted properly. *Record temp in the note section
If No, was the root cause determined? *In the note section, describe the root cause(s).
How we measure:
Order French Fries with the combo. Within one minute of receiving the fries, take a fry from the top of the fry box/sleeve, break the fry in half and insert the thermometer probe into the fleshy center of the French fry. Record the temperature. Do this again for a French fry at the bottom of the box/sleeve. Both should temp at 150 degrees or hotter.
5. French fries are hot (150°F or higher), crispy, golden brown with visible salt when delivered to the guest. *Record both temps ( Top & Bottom) in the note section
If No, was the root cause determined? *In the note section, describe the root cause(s).
Solving for Food Tastes Great
Solving for Food Tastes Great Job Aid:
Patty Temperature Troubleshooting:

-Validate the Patty hold time on the PHC
-Ask if buns were pre-toasted
-Validate the finished product holding. How long from the time the product was completed till the time the guest received the product?
-Validate equipment: Is the PHC working and are pans fully inserted?
-Validate if cooking lanes are meeting minimum cooking temperatures
-Validate cook and flip times
Fries Temperature Troubleshooting:

-Validate the heating elements: Are fries meeting minimum temperature of 165F at the end of the hold time
-Validate hold times and if using a FIFO method in the fry bin
-Check if continuously cooking or batch cooking
-Validate if pre-bagging the fries 2 minutes or longer before serving to the guest
-Validate if D/T window is left open and/or there is an A/C vent nearby, causing cold air to hit the fry bin
-Validate if there is separate audible timer for the fry bin or how they keep track of hold time
-Validate cooking time and hold time on fryer

*CRITICAL - CLEANLINESS

6. All restroom sinks, changing tables, toilets, and floors are clean. Toilet paper, soap and towels or hand dryer are available. (Missing seat tissue is not a critical)
If No, was the root cause determined? *In the note section, describe the root cause(s).
7. Drive-thru lane and parking lot are free of excessive debris. Landscaping, trash receptacles and dumpster area are clean, lids and gates are closed.
If No, was the root cause determined? *In the note section, describe the root cause(s).
Solving for Cleanliness
Solving for Cleanliness Job Aid:

Non-Criticals

All advertised beverages are available with no expired product
Music can be heard playing in the dining room
All dine-in orders are served in a basket following current guidelines
Team Members are wearing clean, neat & wrinkle-free Jack approved uniforms with name tag, and shirts tucked into their pants
Hair is neat and pulled back with a hat/visor
Tables, chairs and highchairs are clean or in the process of being cleaned (includes patio furniture if applicable)
Floors are dry and clean or in the process of being cleaned; wet floor signs are being used appropriately
Beverage station and sauce bar (if applicable) are clean and stocked with supplies or in the process of being cleaned/stocked
All kitchen areas in view of the guest are clean, organized and clutter free

Additional Resources

View Additional Resources
Resources: Cooking and Staging
Cooking & Staging Procedures
Resources: Split top Bun Toasting
Roundup toaster with butter wheel

* No more than 4 products are to be assembled at one time
Resources: Consistent French Fry Quality Job Aid
Consistent French Fry Quality
Resources: Basket Assembly
Basket Assembly Job Aid:
Resources: Basket Key Points & Seat Function
Basket Key Points & Seat Function Job Aid:
Resources: Cleaning Routine
Cleaning Routine Job Aid:
Resources: Cleaning Guide- Core Products
Cleaning Guide- Core Products Job Aid: