Title Page
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Site conducted
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Conducted on
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Prepared by
Outlet Presentation
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All marketing collaterals are up to date (POSM, TVs, Poster)
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Ensure all the food items are displayed with correct tags (Price & description)
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Ensure all the merchandises are displayed with correct tags (Price & description)
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Ensure food & merchandise are well stocked up on display (Tidiness)
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All furniture, TV screens, POSM and tags are aligned
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Cleaning tools to be kept in storage space / discreetly out of customers' viewpoint
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Counter is kept tidy (with no visible clutter)
Overall Maintenance / Rectification
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Furnitures are well maintained (no visible chips / stains / scratches)
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Lightings are functioning (no blown bulbs)
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All display / cabinet knobs are tightened (not wobbly / loosened)
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Marketing decal(s) are well-maintained (no scratches / indentations / folds)
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Overall plants maintenance (not dying)
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All equipment (Oven, display chiller, fridge, freezer, etc.) are functional
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(If applicable) Huggs Logo signage are aligned, and backlights are functioning
Hygiene & Cleanliness
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Working counter area floor is clean & dry (working space, under-counter and under-chilled storage)
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Working counter surfaces are clean, wiped down & sanitized regularly
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Working stations are clean & organized (espresso bar & local beverage stations)
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Display chiller/case are clean, crumb-free & clean (internally/externally)
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All air filters for fridges, chillers & ice machine to be cleaned weekly
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All counter cleaning cloths are regularly washed & organized neatly
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Milk cloth for the steam wand is washed regularly & placed only on the espresso bar (not on the countertop)
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All hand sinks are properly stocked & soap/paper towel dispensers functioning properly
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All chemicals are stored properly under the sink/washing area
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Equipments are kept clean, washed, dry & free from mold /fungi
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Regular scheduling for cleaning of lightings
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(If applicable) Members Lounge stairs are well-maintained (free of dust and hair)
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Lightbulbs have no visible dust
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(If applicable) Huggs Logo displayed is cleaned
Food Hygiene
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All stocks are stored properly & labeled
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Food & drinks that have expired are not on display or in storage
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Practice "First In First Out" throughout the outlet
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All glassware, plates, & cutlery are cleaned with no stains
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Do not handle food with bare hands
Operations Control
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Ensure porta filter is clean, free of residue & dry at all times
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Rinse chamber after pulling shots
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Do not use fingers when dosing
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Ensure steam wand exterior is clean before steaming & flush after use
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Steamed milk ≥45°C & is not re-steamed after initial steaming
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Potentially hazardous food (required to be kept refrigerated chilled) is not stored at room temperature
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Staffs must be able to answer questions related to promotions & menu items
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Thermometer present & properly working
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All food & beverage must be prepared according to SOP
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No frozen items can be displayed
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Make sure all necessary food/drink base have been prepared
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Items are topped up nicely
Customer Service
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All staff have been briefed of operational issues/delegations/promotions before the start of operations
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Polite greetings & composure in front of customers
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Familiar with the overall flow of operation in the outlet
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Have good mannerisms & exhibit a customer-first attitude
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Customer was thanked upon departure
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Perform upsell of items/promotions/membership signup
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Resolve customer issues in a calm, fair & professional manner
Personal Hygiene
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All dress codes of staff are adhered to company's standards
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Nails must be kept trimmed, clean & non-colored for all staff
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No obvious stains or holes on apron
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Ensure all the food handlers have proper food hygiene cert including franchisee
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Hair must be kept tidy
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Covered shoes are worn by all staff
Pest Control
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No evidence of pest within enclosed premises
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Regular scheduling of pest control/maintenance
Operations / Overall Service flow
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Used cups & cutleries are cleared from empty tables
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Clean off crumbs left on the seats after customer(s) has left
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Clear communication between customers and service crew
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Appropriate speed and standardized quality of products
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Proper communication amongst crew
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Ambience: Music isn't too loud, air con is at the right temperature, and lightings (Not too bright or dim)
Follow-up
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(To ask crew) No leakage / clogged experienced
