HardRockCafe SUPERTEAM - FOH

• Site conducted To

  Select

• Operations Excellence Audit

• Client / Site

• Conducted on

  Date

• Conducted by

• Location
  Address

• FOH Manager

Store First Impression

• Signages are working

  Yes

  No

  N/A

• Clean glass door and glass panel

  Yes

  No

  N/A

• Door person is visible at the door and not behind the podium

  Yes

  No

  N/A

• Floor plan in glass frame

  Yes

  No

  N/A

• Marketing collaterals updated and organized ( KIOSK)

  Yes

  No

  N/A

HOST ESSENTIAL

• Condition of menu

• Floor plan (Glass Frame)

• Organized podium cabinet

  Yes

  No

  N/A

• White board marker& eraser

  Yes

  No

  N/A

• Reservation logbook

  Yes

  No

  N/A

• Lost and found logbook

  Yes

  No

  N/A

• Manager buisness card

  Yes

  No

  N/A

• Coloring sheets and crayons

  Yes

  No

  N/A

• Birthday candles and balloons

  Yes

  No

  N/A

• Tambourine

  Yes

  No

  N/A

• Sanitizer at Podium

  Yes

  No

  N/A

• Tea light holder

  Yes

  No

  N/A

Dining Area

• Consistent use of buss tub

  Yes

  No

  N/A

• Organized service station , beverage station and togo area<br><br>

  Yes

  No

  N/A

• Signage turned on. No busted lights. Properly adjusted lights

  Yes

  No

  N/A

• Sounds in dining area at proper level.<br><br>

  Yes

  No

  N/A

• ACU at proper temperature

  Yes

  No

  N/A

• No flies or any signs of infestation.

  Yes

  No

  N/A

• Glass panel

  Yes

  No

  N/A

• HardRockCafe Playlist

  Yes

  No

  N/A

Table Set-up

• - Table Caddy (Salt and Pepper)

  Yes

  No

  N/A

• - BFF standee

  Yes

  No

  N/A

• - Polished( knife and fork)

  Yes

  No

  N/A

• - Dinner napkins

  Yes

  No

  N/A

• Acrylic standee

  Yes

  No

  N/A

• Tables and chairs are aligned. No wobbling tables.

  Yes

  No

  N/A

• Couches are clean. No crumbs/ oil on chairs.

  Yes

  No

  N/A

• Tables status

  Yes

  No

  N/A

• chairs status

  Yes

  No

  N/A

• Memorabilia

  Yes

  No

  N/A

• Memorabilia

  Yes

  No

  N/A

• Memorabilia

  Yes

  No

  N/A

EXPO/SERVICE STATION

• Cratcho machine 12hrs label (cold)

  Yes

  No

  N/A

• Clean pepper shaker, caddy, A1 sauce and tabasco

  Yes

  No

  N/A

• Clean cutlery Bin ( Dinner Fork, Dinner Knife and Dinner Spoon )

  Yes

  No

  N/A

• Steak Knife (available and well maintained)

  Yes

  No

  N/A

• Serving Tongs (available and well maintained)

  Yes

  No

  N/A

• Dessert Spoon and Dessert Fork

  Yes

  No

  N/A

• Cleanliness of dinner spoon

  Yes

  No

  N/A

• Cleanliness of dinner fork

  Yes

  No

  N/A

• Cleanliness of dinner knife

  Yes

  No

  N/A

• Cleanliness of thermofresh

  Yes

  No

  N/A

• Cleanliness of serving spoon

  Yes

  No

  N/A

• Label on ice tea

  Yes

  No

  N/A

• Label on Lemon Slice (Garnish)

  Yes

  No

  N/A

Busser's kit are complete and well maintained

• Standard Caddy

  Yes

  No

  N/A

• Towel Color Coding<br>Blue- to clean<br>White- to sanitize<br>Pink- for chairs and couches

  Yes

  No

  N/A

• Spray Bottle for SANITIZER with label

  Yes

  No

  N/A

MOD ESSENTIALS

• Wearing proper management dress code.<br>

  Yes

  No

  N/A

• Take photo of the MOD

  Media

• 100% table visit and engages with the guest.<br>

  Yes

  No

  N/A

• Conducts pre-shift meeting.<br>

  Yes

  No

  N/A

• Mag card accountability. Not being used by staffs.<br>

  Yes

  No

  N/A

• Updates floor plan and properly assign stations

  Yes

  No

  N/A

• Knowledgeable of Hiring process & Training procedures

  Yes

  No

  N/A

DINNING & BAR EQUIPMENT

• Tables Legs and Chairs Clean

  Yes

  No

  N/A

• High Chair Clean not piled up

  Yes

  No

  N/A

• Bar Station Equipment clean and organized

  Yes

  No

  N/A

• Nespresso machine/Saeco machine

  Yes

  No

  N/A

• All items are labelled and rotated

  Yes

  No

  N/A

• Complete set up and back up of stocks

  Yes

  No

  N/A

• Updated Rolodex

  Yes

  No

  N/A

• Bar shelf life chart

  Yes

  No

  N/A

• Sanitizer bucket reached 300-400ppm

  Yes

  No

  N/A

• Bar items labels is not expired or tampered

  Yes

  No

  N/A

• Water and Iced tea Decanter Clean

  Yes

  No

  N/A

• POS Area Clean and Organized

  Yes

  No

  N/A

• Walls and Murals Cleaned

  Select Yes No N/A

  • Yes
  • No
  • N/A

• Ledges and Baseboards Cleaned

  Yes

  No

  N/A

• Vornado & E-fan Cleaned

  Yes

  No

  N/A

• Signage & Drop Lights Cleaned

  Yes

  No

  N/A

• Trolley Cleaned

  Yes

  No

  N/A

• Fire Extinguisher Stand Cleaned

  Yes

  No

  N/A

Bar tools and glasses

• Measuring Cups and Spoons, available for use

  Yes

  No

  N/A

• Clean Bar spoon

  Yes

  No

  N/A

• Clean Ice scooper

  Yes

  No

  N/A

• Clean Muddler

  Yes

  No

  N/A

• Clean Tongs

  Yes

  No

  N/A

• Clean Scissors

  Yes

  No

  N/A

• Clean Cambro

  Media

• Updated Rolodex

  Yes

  No

  N/A

• Thermofresh

  Yes

  No

  N/A

• Clean blender Machine and pitcher, clean and functioning

  Yes

  No

  N/A

• Clean Coffee Machine and Grinder- clean and functioning<br>

  Yes

  No

  N/A

• Bar cleaning tools, available and used for cleaning

  Yes

  No

  N/A

• Pint glass and high ball- well-stocked, no stains and no smudges

  Media

• Irish Footed Glass- well-stocked, no stains and no smudges

  Media

• Libbey glass/collin glass well-stocked no stains and no smudges

  Media

• Coffee Cups and undeliner- well-stocked, no stains and no smudges

  Media

BAR MIXTURE / garnish

• Strawberry puree

• Mango juice

• Pineapple juice

• Orange juice

• Lemonade mix

• Lime juice

• Simple syrup

• Sweet and Sour mix

• Lemonslice/lemon wedges

• Limeslice/limewedges

• Pineapple slice

• Orange slice/ orange quarter

• Cherry

• Thawed strawberry

• ginger

• undefined

• How many servers on the floor

FOH Team members

• Attentive to guests

  Yes

  No

  N/A

• Sense of Urgency. Walk fast and move fast.

  Yes

  No

  N/A

• Observing "Oyster Theory"

  Yes

  No

  N/A

• Completed validations- initial/1st/3rd/5th month, filed in 201 envelop

  Yes

  No

  N/A
GROOMING STANDARDS AND UNIFORM CHECK (Front of the house)

• EMPLOYEE’s name

• Not faded, Well-pressed uniforms (polo shirt, black chino pants, tucked in; black apron,)

  Yes

  No

  N/A

• Nameplate light on- full charge

  Yes

  No

  N/A

• Hairstyle and grooming standards<br>FEMALE- bun, braid and french twist<br>MALE- Clean cut and shaven

  Yes

  No

  N/A

• Appropriate make-up for all Female

  Yes

  No

  N/A

• Mustard Apron , no ink stains

  Yes

  No

  N/A

• Clean Shaven (for male only)

  Yes

  No

  N/A

• No Perfume nor fabric conditioner on their uniform

  Yes

  No

  N/A

• Black sneaker shoes and black socks.

  Yes

  No

  N/A

• Tickler

  Yes

  No

  N/A

• 3 click pens

  Yes

  No

  N/A

• 3 click Lighter

  Yes

  No

  N/A

• Hand Sanitizer- Green Cross or Hygienix

  Yes

  No

  N/A

• wobble stopper

  Yes

  No

  N/A

• walkie talkie

  Yes

  No

  N/A

• Clean nails and no nail polish

  Yes

  No

  N/A

• Put-on for employees on break.

  Yes

  No

  N/A

• New uniforms are issued to regular team members every year.

  Yes

  No

  N/A

• Picture a team member complete uniform

  Yes

  No

  N/A

• Clean POS area

  Yes

  No

  N/A

• Complete pins display with eco bag

  Yes

  No

  N/A

• Complete paper bag sizes

  Yes

  No

  N/A

• pins display clean cover

  Yes

  No

  N/A

• Hanging shirt display are steamed

  Yes

  No

  N/A

• Shirts display well folded

  Yes

  No

  N/A

• All items are replenished

  Yes

  No

  N/A

• Hurricane glass , pint glass , shot glass and mugs are clean ?

  Yes

  No

  N/A

• Mirror no smudges

  Yes

  No

  N/A

• Clean floormat

  Yes

  No

  N/A

• Organized mini storage

  Media

• Maintaning the cleanliness of the Telephone

  Yes

  No

  N/A

• Mannequin no.1

  Media

• Mannequin no.2

  Media

• Mannequin no.3

  Media

• Clean shelves no.1

  Yes

  No

  N/A

• Clean shelves no. 2

  Yes

  No

  N/A

• Organize cabinet no. 1

  Yes

  No

  N/A

• Organize cabinet no. 2

  Yes

  No

  N/A

• Rack no.1

  Media

• Rack no. 2

  Media

• RSA checklists

  Media

• Pull sheet

  Media

• Monitoring sales logbook

  Media

• Endorsement logbook

  Media

• Rap sheet

  Media

Communication board

• Updated BPE

  Media

• Updated Table vibe

  Media

• Updated training calendar

  Media

• Updated audit

  Media

• Updated SMG

  Media

• Updated monthly fxn

  Media

• Updated soundcheck

  Media

• Updated organizational chart

  Media

• Updated rockstar of the month

  Media

• updated rock of the year

  Media

• recipe updtate

  Media

• announcement

  Media

• theories

  Media

• training updated

  Media

• Timesheet

  Media

• schedule

  Media

BAR BACK UP

• Kegs backup with chained not direct on the floor

  Yes

  No

  N/A

• beer empty cases not direct on the floor

  Yes

  No

  N/A

• Beer cases backups not direct on the floor

  Yes

  No

  N/A

• Beer boxes not direct on the floor

  Yes

  No

  N/A

• back up tanks are chained

  Yes

  No

  N/A

• BAR BACKS UP ARE ORGANIZE

  Yes

  No

  N/A

STAFF ROOM

• Organize and clean staff area no. 1

  Yes

  No

  N/A

• Organize and clean staff area no. 2

  Yes

  No

  N/A

• employees bags are in designated lockers

  Yes

  No

  N/A

GUEST FIRST CYCLE

WARM WELCOME

When entering the restaurant did the Host…

• Open the door for the guest

  Yes

  No

  N/A

• Greet the guest with eye contact, enthusiasm and energy

  Yes

  No

  N/A

• Bring enough menu and complete table set-up for each guest.

  Yes

  No

  N/A

• 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)

  Yes

  No

  N/A

• Introduce MOD, Server, Menu and Table vibe and Promo's (Note: All or nothing)

  Yes

  No

  N/A

• Inform the guest about the latest bank promotion

  Yes

  No

  N/A

• Seat the guest and hand the menu in an open manner

  Yes

  No

  N/A

• Manage the wait.<br>NOTE: If applicable

  Yes

  No

  N/A

• Did other FOH team members greet to welcome the entering guests?

  Yes

  No

  N/A

• Did the host apply the "Host Touch Point Script" with the guests inquiring at the door?

  Yes

  No

  N/A

• Floor Plan, Priority List and Coloring Sheet ( A+ )

  Yes

  No

  N/A

• Host is able to explain the Reservation Policies.

  Yes

  No

  N/A

MAY I SUGGEST

INTRODUCE

• Did the server arrive immediately or within 30 seconds to acknowledge the guest ?

  Yes

  No

  N/A

• Did the server Introduced himself as the server with eye to eye contact and energy?

  Yes

  No

  N/A

• Place beverage napkin in the table: One for every guest to indicate that the guests are acknowledged already.

  Yes

  No

  N/A

TALK ABOUT THE FOOD- Did the Server...

• Did the server asked question? ''Can I get you something to Drink or Starters first?''

  Yes

  No

  N/A

• Apply Menu Navigation technique ( holding the menu) when talking about the food.

  Yes

  No

  N/A

• Introduced at least 1 main course (Slams, Pancake, Burger, Sandwich, Classics, Skillets, LTO) with Hook Line and Sinker

  Yes

  No

  N/A

• Introduced 1 Appetizer or Salad with Hook, Line and Sinker

  Yes

  No

  N/A

• Introduced at least 2 Beverages with Hook, Line ans Sinker

  Yes

  No

  N/A

• Offer to take beverage orders " Let me get you something to drink first?" and food orders of applicable.

  Yes

  No

  N/A

• Use a tickler in writing the order and use ABC method (if applicable)

  Yes

  No

  N/A

• 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>Beverages- Please be informed that we are no longer serving plastic straws for your drinks..

  Yes

  No

  N/A

• Repeat the order in sequence (Beverages, Starters, Main Course)

  Yes

  No

  N/A

• Advise the guest about the food Serving Time after repeating orders “Your orders will be here in 15 to 20 minutes..."

  Yes

  No

  N/A

• Inform the guest about our complimentary coffee

  Yes

  No

  N/A

• Ask if the guests will be using any privilege card or vouchers.

  Yes

  No

  N/A

• Provide plates if food is for sharing and spoons for rice dishes.

  Yes

  No

  N/A

• Collect the menu and gracefully exit.

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

FIRED UP TO SERVE

Did your the server..

• 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>

  Yes

  No

  N/A

• Provide service water to each guest right after ringing the orders with Water Decanter (upon guest request or automatic if the guest did not order any beverage)

  Yes

  No

  N/A

• Serve beverages with beverage napkins (for ALL cold drinks only) and proper glass and garnish

  Yes

  No

  N/A

• Serve coffee or other hot beverages in HOT mug/ cups and underliner.

  Yes

  No

  N/A

• Chip service by server or mod

  Yes

  No

  N/A

• Introduce the appetizer, salad or soup to the guest when serving on the table.

  Yes

  No

  N/A

• Offer Russian-style service upon delivery of platters, salads or starters for sharing.

  Yes

  No

  N/A

• Serve the food in proper sequence.

  Yes

  No

  N/A

• Apply Table Engineering technique. Prepare the table before serving the main course of next dish in the middle and do not let the guests move the plates.

  Yes

  No

  N/A

• Serve the food with proper serving gears and condiments? Provide spoons, fork or knife for sharing items.

  Yes

  No

  N/A

KEEPING GUEST HAPPY

During the dining experience, did your FOH team member apply the following secondary services:

• Check Back? Ask the guests if they are enjoying their meal and give "at your service" assurance.

  Yes

  No

  N/A

• Offer another glass/refills on beverages . Refill water and refillable drinks with a decanter.

  Yes

  No

  N/A

• Pre-buss. Ask permission to get empty plates, soup bowls, etc.

  Yes

  No

  N/A

• Offer to change plate and cutlery when necessary.

  Yes

  No

  N/A

• Maintain neat table appearance: Wipe spills and crumbs on the table, change dinner napkins

  Yes

  No

  N/A

• Provides wet towel or hand sanitizer when necessary or upon guest request

  Yes

  No

  N/A

• When clearing the empty plates, take the opportunity to suggest desserts and hot beverages.

  Yes

  No

  N/A

• Suggest and serve desserts and after coffee/tea with proper set-up

  Yes

  No

  N/A

• Offer Bistro Premiere Card (short and sweet, no hard selling)

  Yes

  No

  N/A

FAREWELL AND RETURN

During bill out, did your team member:

• Prepares the bill prior to guest's request. Place the pre-receipt in the Order List holder.

  Yes

  No

  N/A

• Immediately present the bill upon guest request.

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

• Ask the guest for any feedback about the food and service (textify program)

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

MANAGER ON DUTY

• Is engaging with and directing the team members on floor

  Yes

  No

  N/A

• Practices 100% table visit, introduces his name and is engaging with the guests enthusiastically.

  Yes

  No

  N/A

• Checks all food and drinks coming out from the EXPO and BAR counter.

  Yes

  No

  N/A

• Returns the privilege card personally to the owner.

  Yes

  No

  N/A

• Handles guest complaint and able to "WIN BACK" the guest

  Yes

  No

  N/A

• One manager should be focused at the door area managing the wait during weekends/peak hours.

  Yes

  No

  N/A

TRAINING MANUALS, FORMS, BULLETIN BOARD AND OTHER TRAINING TOOLS

• FOH Line check form (Store Readiness)<br>NOTE: Check if it is updated and used everyday

  Yes

  No

  N/A

• Alley Rally Forms<br>NOTE: Check if it is updated and used everyday

  Yes

  No

  N/A

• BAR Inventory and Production Sheet Form<br>NOTE: Check if it is updated and used everyday

  Yes

  No

  N/A

• FOH Station Straining Manual (in binder for store copy)

  Yes

  No

  N/A

• Bar Drinks Rolodex are being used, clean and well maintained (no signs of tampering)

  Yes

  No

  N/A

• BOH Station Straining Manual and Master Recipe (in binder for store copy)

  Yes

  No

  N/A

• Recipe Updates/ Training Updates (filed in the office for training reference)

  Yes

  No

  N/A

• Recent Training Update and Recipe Update posted and communicated.<br>Note: Ask 1-2 staff if they are knowledgeable about the latest Training/Recipe Update.

  Yes

  No

  N/A

• Recent Memos/Update posted and communicated (Any memo from JPM, VP's, DO's, Marketing Dept, Purchasing Dept. and Accounting)

  Yes

  No

  N/A

• Menu Knowledge. NOTE: Call a server and choose 3 top items on the menu for him to sizzle.

  Yes

  No

  N/A

Beverages

• undefined

• Comments (Beverages)

• Served on time

• Temperature

• Recipe adherence

• Taste

• Presentation

• Take a photo

  Media

NON-NEGOTIABLE

• Alley Rally is conducted by the MOD with the FOH and BOH team members

  Yes

  No

  N/A

• Servers using their own badge card (it should not be borrowed)

  Yes

  No

  N/A

• All employees on duty have undergone Classroom Training

  Yes

  No

  N/A

• Presence of Cleaning Crew- Clean Restrooms

  Yes

  No

  N/A

• Floors are kept dry- Correct use of Mops- Blue, Green, Red, Imop

  Yes

  No

  N/A

• Presence of dedicated BPC Seller

  Yes

  No

  N/A

• MOD in dining all the time<br>

  Yes

  No

  N/A

• Assigned busser during peak hour

  Yes

  No

  N/A

• No "86" items<br>

  Yes

  No

  N/A

• All Team members are in Complete Uniform and presentable to the guest.

  Yes

  No

  N/A

OPERATIONS ESSENTIALS

• Business hours posted & visible.<br>

  Yes

  No

  N/A

• Storage areas are locked and not easily accessible to team members.<br>

  Yes

  No

  N/A

• Manager's Office area is clean and organized

  Yes

  No

  N/A

• Operation Hours properly observed.<br>

  Yes

  No

  N/A

• Tables are in complete set up and all areas are open for the guest.<br>

  Yes

  No

  N/A

• Employee of the month is recognized monthly and posted on the employee area

  Yes

  No

  N/A

• General assembly or meeting with team members is conducted regularly

  Yes

  No

  N/A

RESTROOM ESSENTIALS

• Mirrors are clean and smudge free

  Yes

  No

  N/A

• Urinals/ toilet bowl clean

  Yes

  No

  N/A

• Sink is clean and no leak

  Yes

  No

  N/A

• Tiles and flooring is clean and dry<br>

  Yes

  No

  N/A

• Odor free<br>

  Yes

  No

  N/A

• Stocked with paper towels, soap and toilet paper? <br>

  Yes

  No

  N/A

• All lights and fixtures in good working order?<br>

  Yes

  No

  N/A

• Restroom kit

  Yes

  No

  N/A

REPAIR AND MAINTENANCE

• Complete R&M basic tools

  Yes

  No

  N/A

• Service reports filled up by R&M personel and filed in the office

  Yes

  No

  N/A

• Check lost and found cards and if it logged properly?

  Yes

  No

  N/A

• Front of the House Recommendation Attachments

  Media

• Manager's Signature

  Sign

• Manager's Signature

  Sign