Hurricane Store Excellence Evaluation - OPERATIONS (Jan 2014 *DRAFT*-DO NOT USE)

• Store location reviewed:

• Document No.

• Store Number:

• Franchisee/Manager Name

• Date of Visit

  Date

• Time of Visit

  Date

• Day-part Observed

  Lunch

  Lunch - Dinner

  Dinner

• Prepared by

• Location
  Address

PRODUCT

• Meets product consistency standards?

  Yes

  No

  N/A

• Hot product held above 140 degrees?

  Yes

  No

  N/A

• Cold items held below 40 degrees?

  Yes

  No

  N/A

• Product meets quality standards?

  Yes

  No

  N/A

• Product meets brand specifications?

  Yes

  No

  N/A

LINE CHECK

• 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

• FISH DIP

• 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

• 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

• CHEESE

• 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

• TOMATOES

• 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

• DRESSING

• 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

• BURGERS

• Maintained to temperature of 40 degrees or less?

  Below 40 degrees

  Above 40 degrees

• PHILLYS

• Maintained to temperature of 40 degrees or less?

  Below 40 degrees

  Above 40 degrees

• WINGS - COLD

• Maintained to temperature of 40 degrees or less?

  Below 40 degrees

  Above 40 degrees

• 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

• Equipment Temperature Check

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

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

• Line Refrigeration at or 40 degrees

  Yes

  No

  N/A

• WALK IN REFRIDGERATOR

• Walk in freezer at or below 40 degrees?

  Below 40 degrees

  Above 40 degrees

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

• Did you receive a warm welcome?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Table greeting within 45 seconds ?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Did flavor consultant conduct a menu tour.

  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 flavor consultant?

  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?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Check at Entree Arrival?

  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 (2 points)

  Sometimes (1 point)

  Never (0 points)

• Payment (2 min/ 3 min)

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Thank you offered?

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

• Action Sports Mini Mag & Sticker being distributed with Kids Menus and to ages 10+

  Always (2 points)

  Sometimes (1 point)

  Never (0 points)

ATMOSPHERE

• Music

  Pass

  Fail

• Lighting

  Pass

  Fail

• Temperature

  Pass

  Fail

• Menus

  Pass

  Fail

• Decor

  Pass

  Fail

• Cleanliness

  Pass

  Fail

• Uniforms

  Pass

  Fail

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, frames and sills - doors not left ajar?

  Pass

  Fail

• Ceiling Lights, Pendant Lights, Neon signs.

  Pass

  Fail

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

  Pass

  Fail

• Floors - dining room, service-kitchen areas

  Pass

  Fail

• Ceiling, HVAC Vents, Walls, Decor.

  Pass

  Fail

PLATE PRESENTATION AND TICKET TIMES - 2 appetizers, 2 LTO items, 4 open

• Enter Menu Item Below:

• 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

• Item 3

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

• Item 4

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

• Item 5

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

• Item 6

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

• Item 7

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

• Item 8

• Plate (include picture of any failures)

  Pass

  Fail

• Time (12 minute standard)

  Pass

  Fail

MANAGEMENT

• Is a AMT certified Manager on the schedule for at least 35 hours?

  Yes

  No

  N/A

• Do 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

• Has the Labor and Cost Report been saved for review? Was it sent on time?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• P&L - Most Recent version has been completed and sent to AMT?

  Yes

  No

  N/A

• Current Marketing Materials displayed?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Hoods- clean, good lighting properly ventilating

  Yes

  No

  N/A

• Mop Sink, chemical storage - clean and organized? MSDS Book available?

  Yes

  No

  N/A

• Fryers, Char Grill, Flat Top - Clean, in good condition, working at temp?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• RTI- maintained, 1 or less alerts in last 30 days

  Yes

  No

  N/A

• POS crash kit- available and stocked with order pads, pens, calculator, tax table and imprinter w/forms<br>

  Yes

  No

  N/A

TRAINING

• Zamination - Utilized, up to date on necessary tests, employees maintained?

  Yes

  No

  N/A

• Certified Trainers in Store?

  Yes

  No

  N/A

• Certified Trainer documents signed?

  Yes

  No

  N/A

• Training Materials Available?

  Yes

  No

  N/A

• Training Cards Utilized?

  Yes

  No

  N/A

ADMINISTRATIVE

• Current Ops Manual available and updated?

  Yes

  No

  N/A

• 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

• OSAT score at or above Company average?

  Yes

  No

  N/A

• CSI Score at or above Company average?

  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

BAR MANAGEMENT

• Bar Cost at or below system average?

  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

• 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

• Compliant to receive Marketing 1% Marketing Fund Reimbursement

• Current with all payments to HAMT

  Yes

  No

  N/A

• Monthly P&L submitted

  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

• Has a completed/up to date 2014 Marketing Calendar

  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

  Yes

  No

  N/A

• Schools/ Kid certificates/ fundraisers

  Yes

  No

  N/A

Database/ Constant Contact/ Texting

Social Media/ Expion

• 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 togo business

• Lunch?

  Yes

  No

  N/A

• Dinner?

  Yes

  No

  N/A

• Catering or Large Parties

  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

• FRONT OF THE HOUSE

• Add media

  Media

• BACK OF THE HOUSE

• Add media

  Media

• MAINTENANCE / CLEANLINESS

• Add media

  Media

• MINDSHARE RECAP

• LAST 30 DAYS CSI

• YEAR TO DATE CSI

• LAST 30 DAYS OSAT

• YEAR TO DATE OSAT

• FOOD COST

• LABOR COST

• MOST RECENT HEALTH INSPECTION

• Add media

  Media

• OVERVIEW

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

SIGNATURES AND ACKNOWLEDGMENT BY:

• Franchise owner / Manager - Information reviewed and complete

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• Hurricane AMT Representative

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