HGW Store Excellence Evaluation - OPERATIONS - June 2015

• Store location reviewed:

• Document No.

• Franchisee/Manager Name

• Date of Visit

  Date

• Time of Visit

  Date

• Day-part Observed

  Lunch

  Lunch - Dinner

  Dinner

• Prepared by

PREVIOUS STORE REVIEW

• Select date

  Date

• Top 3-5 Priorities from Previous Review

• Top 3-5 Marketing Priorities from Previous Review

PRODUCT Ensuring that all food, beverage and togo products are included

• Meets product consistency standards?

  Yes

  No

  N/A

• Product meets quality standards?

  Yes

  No

  N/A

• Product meets brand specifications?

  Yes

  No

  N/A

• Variance approved for all non-spec items?

  Yes

  No

  N/A

KITCHEN

• Sanitizer Buckets in all appropriate places on the line?

  Yes

  No

  N/A

• Do BOH uniforms meet spec? (Logoed shirts, clean pants, hats & non-skid shoes)?

  Yes

  No

  N/A

• SALSA

• Utensil

  Yes

  No

  N/A

• Maintained to temperature of 40 degrees or less?

  Below 40 degrees

  Above 40 degrees

• Proper Quality/Quantity appropriate for shift

  Yes

  No

  N/A

• COLESLAW

• Utensil

  Yes

  No

  N/A

• Maintained to temperature of 40 degrees or less?

  Below 40 degrees

  Above 40 degrees

• Proper Quality/Quantity appropriate for shift

  Yes

  No

  N/A

• RANCH OR BLEU CHEESE DRESSING IN PORTION CUP

• Maintained to temperature of 40 degrees or less?

  Below 40 degrees

  Above 40 degrees

• Proper Quality/Quantity appropriate for shift

  Yes

  No

  N/A

• ONE HOT HELD ITEM

• Maintained to temperature of 140 or more?

  Yes

  No

  N/A

• Proper Quality/Quantity appropriate for shift

  Yes

  No

  N/A

• CHICKEN SALAD

• Utensil

  Yes

  No

  N/A

• Maintained to temperature of 40 or less

  Yes

  No

  N/A

• Proper Quality/Quantity appropriate for shift

  Yes

  No

  N/A

• Utensil

  Yes

  No

  N/A

• Maintained to proper temperature?

  Yes

  No

  N/A

• Proper Quality/Quantity appropriate for shift

  Yes

  No

  N/A

• Utensil

  Yes

  No

  N/A

• Maintained to proper temperature?

  Yes

  No

  N/A

• Proper Quality/Quantity appropriate for shift

  Yes

  No

  N/A

• Utensil

  Yes

  No

  N/A

• Maintained to proper temperature?

  Yes

  No

  N/A

• Proper Quality/Quantity appropriate for shift

  Yes

  No

  N/A

• PAR WING PROCEDURE

• Procedure followed correctly?

  Yes

  No

  N/A

• BURGERS

• Maintained to temperature of 40 degrees or less?

  Below 40 degrees

  Above 40 degrees

• WINGS - COLD

• Maintained to temperature of 40 degrees or less?

  Yes

  No

  N/A

• CHICKEN BREAST

• Maintained to temperature of 40 degrees or less?

  Below 40 degrees

  Above 40 degrees

• MAHI

• Maintained to temperature of 40 degrees or less?

  Below 40 degrees

  Above 40 degrees

• Kettle Chips and Tortilla Chips Fresh?

  Yes

  No

  N/A

• Dedicated Tongs-no cross-contamination of chicken, seafood, and meat

  Yes

  No

  N/A

• Equipment Temperature Check

• FRYERS

• Oil temp at 350 degrees?

  Yes

  No

  N/A

• WING FRIDGE

• Wing refrigerator at or below 40 degrees?

  Below 40 degrees

  Above 40 degrees

• LINE FREEZER

• Line freezer at or below 25 degrees?

  Yes

  No

  N/A

• WALK IN FREEZER

• Walk in freezer at or below 20 degrees?

  Yes

  No

  N/A

• LINE REFRIGERATION

• Line refrigeration at or below 40 degrees

  Yes

  No

  N/A

• WALK IN REFRIGERATOR

• Walk in fridge at or below 40 degrees?

  Below 40 degrees

  Above 40 degrees

• Food stored correctly and without cross-contamination? (in the following order)<br>Cooked, Ready-to-Eat Foods<br>Raw Seafood and Fish<br>Whole Cuts of Raw Beef or Pork<br>All Ground Meats<br>Raw Poultry<br>

  Yes

  No

  N/A

• Backroom - clean, organized, products correctly stored, dated, FIFO practiced?

  Yes

  No

  N/A

• Hoods- clean, good lighting and properly ventilating

  Yes

  No

  N/A

• Mop Sink / Chemical Storage - Clean and Organized. MSDS book available

  Yes

  No

  N/A

• Fryers, Chargrill & Flat Top - Clean, in good condition and at working temperature.

  Yes

  No

  N/A

• Ice Machine - Clean, mold free, proper scoop & bucket storage.

  Yes

  No

  N/A

• RTI - Maintained, Clean, 1 or less alerts in the last 30 days

  Yes

  No

  N/A

• Physical copy of the recipe manual in the kitchen with appropriate updates

  Yes

  No

  N/A

PLATE PRESENTATION AND TICKET TIMES - Minimum 1 appetizer, 2 LTO items

• Food Focus Item 1

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

• Food Focus Item 2

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

• LTO Item 1

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

• LTO Item 2

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

• Item 1

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

• Item 2

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

BACK OF HOUSE NOTES

• Add media

  Media

HOSPITALITY

• Did staff meet Hospitality standards?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Was staff friendly with smiles?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Hello/Goodbye - are guests greeted & thanked sincerely

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Kids menus & crayons availible

  Yes

  No

  N/A

STEPS OF SERVICE

• Table greeted within 45 seconds ? Menu Delivered?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Did server introduce the "flavor flap" and bring sauce samples?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Did beverage service occur within 2 minutes?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Was suggestive selling used by server/bartender?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Was the order written and repeated?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Pre-Entree table Set? Silverware rolled?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Check Back after 2 minutes / 2 bites?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Was table maintenance proper?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Were drinks and dessert offered?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Rewards program offered?

  Always

  Sometimes

  Never

  N/A

• Payment (2 min/ 3 min)

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• "Always" and "Nevers" being demonstrated. <br>- Always: Talk about flavors, Ask the guests if they've been to Hurricane before, Smile, Be one step ahead of the guest, Surprise and Delight, Every guest is my guest<br>-Nevers: Blame, complain or overexplain, rush our guests, ignore a guest<br>

  Yes

  No

  N/A

BAR OPS & MANAGEMENT

• Bar Line Check Completed

  Yes

  No

  N/A

• Drink 1

• Prepared propely

  Yes

  No

  N/A

• Drink 2

• Prepared propely

  Yes

  No

  N/A

• Garnishes stocked and stored properly

  Yes

  No

  N/A

• Sanitizer bucket in appropriate place behind the bar

  Yes

  No

  N/A

• All drinks rung in/tabs in front of guests?

  Yes

  No

  N/A

• Bartenders accurately portioning alchohol?

  Yes

  No

  N/A

• Back bar clean and organized?

  Yes

  No

  N/A

• Fresh and complete garnish set up/rotation?

  Yes

  No

  N/A

• Required glassware available and clean?

  Yes

  No

  N/A

• Beer at or below 38 degrees?

  Yes

  No

  N/A

• Necessary alcohol and ingredients on hand?

  Yes

  No

  N/A

• Proper bar tools on hand?

  Yes

  No

  N/A

• Drink menus clean and displayed?

  Yes

  No

  N/A

• Bar Cost at or below system average?

  Yes

  No

  N/A

ATMOSPHERE

• Music - Approved source? Volume appropriate?

  Pass

  Fail

• Lighting - Levels appropriate for time of day?

  Pass

  Fail

• Temperature - Guests are comfortable?

  Pass

  Fail

• Menus - Out, clean, appropriate quantity

• Core Menus

  Pass

  Fail

• LTO or other Special Menus

  Pass

  Fail

• Decor

  Pass

  Fail

• Uniforms - FOH - approved, clean, with non-skid shoes?

  Pass

  Fail

FRONT OF THE HOUSE NOTES

• Add media

  Media

IMAGE ( MEETS SPEC, CLEAN, WORKING AND IN GOOD CONDITION)

• Parking area, patio, and patio furniture.

  Pass

  Fail

• Outdoor signage and awnings

  Pass

  Fail

• Doors, windows, walls, frames and sills

  Pass

  Fail

• Ceiling Lights, Pendant Lights, Neon signs & All Vents

  Pass

  Fail

• Restroom - Clean, stocked, well lit, odor free?

  Pass

  Fail

• Floors - dining room, service-kitchen areas

  Pass

  Fail

TRAINING

• The Eye - Store Performance Monitor Score

  90% or more

  75% - 89%

  60% - 74%

  60% or below

• The Eye updated with current staff

  Yes

  No

  N/A

• Certified Trainers have completed training on The Eye or in a classroom setting. CTs have been signed off and acknowledged.

  Yes

  No

  N/A

• Current Training Materials in use? (i.e. training cards, recipes, etc.)

  Yes

  No

  N/A

MANAGEMENT

• Are appropriate number of AMT certified Manager on the schedule (for at least 40 hours)?

  Yes

  No

  N/A

• Do Manager uniforms meet spec? (Logoed shirts, clean pants/shorts, hats in BOH & non-skid shoes)?

  Yes

  No

  N/A

• Government Regulation Posters - Current and posted in visible location?

  Yes

  No

  N/A

• First Aid Kit - OSHA Approved, Stocked and placed in highly visible location?

  Yes

  No

  N/A

• Is the Management actively involved in the shift with the staff and the guests?

  Yes

  No

  N/A

• Schedule - Posted, completed for the week, budgeted and posted out?

  Yes

  No

  N/A

• POS Crash Kit - Available and stocked with order pads, pen, calculator, tax table and imprinter with forms.

  Yes

  No

  N/A

ADMINISTRATIVE

• Most Recent PL sent to HAMT

  Yes

  No

  N/A

• Food Cost at or below Company average?

  Yes

  No

  N/A

• Labor Cost at or below Company average?

  Yes

  No

  N/A

• Office is clean and organized?

  Yes

  No

  N/A

• Folders available for all employees?

  Yes

  No

  N/A

• Employee handbook available and sign-offs in files

  Yes

  No

  N/A

• All callbacks on MindShare answered?

  Yes

  No

  N/A

• Manager Logbook updated and in use?

  Yes

  No

  N/A

• Inventory completed on a bi-weekly basis?

  Yes

  No

  N/A

• Compliant to receive Marketing 1% Marketing Fund Reimbursement

• Current with all payments to HAMT

  Yes

  No

  N/A

• Unit has submitted required insurance documents

  Yes

  No

  N/A

• Unit maintains a 70% CSI score on a rolling 3 month basis

  Yes

  No

  N/A

• Marketing Partner/LSM person identified for the location

  Yes

  No

  N/A

• Demonstrated LSM efforts in the local market

• Business to Business/ 4 corners/ Togo menu distribution/Food Drops

  Yes

  No

  N/A

• Schools/ Kid certificates/ fundraisers/Sports Teams

  Yes

  No

  N/A

• Database/ Constant Contact/ Texting

  Yes

  No

  N/A

• Social Media/ Expion

  Yes

  No

  N/A

• Plan for special events and events or holidays coming soon

  Yes

  No

  N/A

• Aware of customer reviews on websites (Yelp, Urban Spoon, Trip Advisor, Four Square, etc.)

  Yes

  No

  N/A

• Plan to Grow Business

  Yes

  No

  N/A

• Enter plan(s) here

• Actively booking large party and catering events

  Yes

  No

  N/A

• Previous 30 day marketing plan has been executed

  Yes

  No

  N/A

• Tracking current coupons and promotions for impact

  Yes

  No

  N/A

NOTES

• MAINTENANCE / CLEANLINESS

• Add media

  Media

• MOST RECENT HEALTH INSPECTION

• Add media

  Media

• MINDSHARE RECAP

• LAST 30 DAYS CSI

• LAST 90 DAYS CSI

• LAST 30 DAYS OSAT

• LAST 90 DAYS OSAT

P & L DISCUSSION

• Food Cost Discussion

• Beverage Cost Discussion

• Labor Cost Discussion

• Contollable's Cost Discussion

• SALES RECAP/LAST MONTH'S SALES TREND (COMP SALES)

• STORE OVERVIEW

• Top 3-5 Store Priorities

• MARKETING OVERVIEW

• Top 3-5 Marketing Priorities

SIGNATURES AND ACKNOWLEDGMENT BY:

• Franchise owner / Manager - Information reviewed and complete

  Sign

• Hurricane AMT Representative

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