Guest Standards Audit

Title Page

People/ Friendly

Team member is waiting for the guest and welcomes them with a personalized greeting.
Team member confirms the order using the OCS.
(DT) Team member is waiting for the guest to arrive with friendly greeting and reads back their order.
Team member politely communicates price, takes money, makes change and thanks the guest.
Team member lets the guest know they will be right back and they are attending to their order, bags the order and checks it against monitor.
Team member returns with a smile, hands the guest their order and reads the order back one more time.
Team member uses a personal closing that shows appreciation.
If standard not met, look for root causes: Staffing levels Team Member proficiency Team member certification Work station positioning Manager presence Work station daily planners completed Team member fit to profile Manager competency for hiring

All employees are wearing a Jack approved uniform with a name tag and belt. The staff has "one look"
Employees' shirts are tucked in (maternity shirts excluded) and uniform is free of wrinkles, stains and odors.
If standard not met, look for root causes: Guidelines posted Employee mirrors in break room Team member on-boarding Neat and Well Groomed job aid posted Restaurant uniform inventory level New hire uniform initial issue Leadership

Guest receives what they ordered, including condiments.
The guest receives their order in a reasonable amount of time.
If standard not met look for root causes: Work station daily planners are followed Restaurant is well staffed Team is well trained Work station certifications up to date Work station positioning PIC visible Hospitality model

Employees are working as a team
PIC is visible to the guest and actively leading the team.
If standard not met look for root causes: Work station position Using TIP TAP TOP PIC visible Work station daily planner Well staffed Well trained Work station certifications Hospitality model Forecasting & scheduling Two minute drill

Team Members can quickly answer basic questions about menu.
If standard not met look for root causes: Well trained Menu knowledge cards not being used Menu knowledge test not reviewed regularly

Landscaping and parking lot are free of debris and in good repair.
OCS, menu boards and speaker are in working order and in good repair.
Dumpster area is clean and lids and doors are closed.
If standard not met look for root causes: Well staffed Well trained Regular lot checks Cleaning checklist

Tables and chairs are clean or in the process of being cleaned.
Beverage station is clean and stocked with supplies or in the process of being cleaned/staffed.
Floors are clean and dry or in the process of being cleaned. Wet floor signs are being used appropriately.
Approved music can be heard playing in the dining room without overpowering guest conversation.
All meals served to guests in the dining room are presented in a dine-in basket, if appropriate, following all serving guidelines.
All kitchen areas in view of guest are clean, organized and clutter free.
If standard not met look for root causes: Well staffed Well trained Two minute drill PIC is visible and actively running the shift Cleaning checklist Music player functioning Music volume is adjusted Music player type Speakers in working order Work station daily planners

Sinks,changing tables, toilets,garbage can and floors are clean or in the process of being cleaned.
Restrooms are stocked with soap, paper towels, toilet tissue and seat covers.
Restrooms are free from offensive odors.
If standard not met look for root causes: Well staffed Well trained Two minute drill Cleaning checklist

Burger is juicy, produce is fresh and crisp and the bread has a buttery toasted flavor when guest receives it.
Burger is neatly assembled in the correct order and packaging, produce looks vibrant and fresh, and the cheese is melted.
Burger patty temperature is 140F or hotter and the bun is warm when the guest receives it.
If standard not met look for root causes: Grill temperature and cook time UHC/PHC temperature and hold time Pass thru on and hot Toaster settings Produce shelf life Delivery put away times Frozen hamburger patty storage Produce prep and holding procedures Hamburger cooking procedures Assembly procedures

Fries are crispy and salty when the guest receives them.
Fries are golden brown with visible salt.
Fries are 150F or hotter when the guest receives them.
If standard not met look for root causes: Fry oil temperature Fry bin temperature Fry cook time and hold time Fry frozen holding (temperature abuse) Assemble to guest time Fry cooking procedures/ rotating/ basket size Fry temping procedures

Soft drink has the appropriate flavor and carbonation.
Soft drink is full, appropriate ice level and served with a lid and straw at drive thru.
Soft drink is ice cold
All varieties of soft drinks are available to the guest.
If standard not met look for root causes: Soft drink machine operational Carbonation levels Correct cartridges in boxes Ice machines and bins full and operational Guest service team member training Ice scoops and ice bins Cup, straw and lid inventory/ storage Ice fill in cup is 1/3 (DT) Shift management - 2 minute drill