ITAL Servex

• SERVEX

• Conducted on

  Date

• Conducted by

• Location
  Address

• FOH Manager

• BOH Manager

5 KEY POINT OF SERVICE

ARRIVAL & WELCOMING THE GUEST: (Benvenuto)

• Open the door for the guest

  Yes

  No

  N/A

• Greet the guest with enthusiasm and energy

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Apply hospitality factors

  Yes

  No

  N/A

• Introduce store promotion, MOD, Server and textify <br>NOTE: all or nothing

  Yes

  No

  N/A

• Remove extra table set up

  Yes

  No

  N/A

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

  Yes

  No

  N/A

2. After being seated , did your FOH Team member

• Extend a warm Greeting and introduce him/herself by name?

  Yes

  No

  N/A

• Arrive immediately or within 30 seconds to acknowledge the guest?

  Yes

  No

  N/A

3. When taking the order, did your FOH Team member?

• Navigates the menu?<br>

  Yes

  No

  N/A

• Suggest a beverage or specialty drinks?

  Yes

  No

  N/A

• Suggest and recommend our top sellers and new items on the menu

  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

• Use a tickler in writing the order

  Yes

  No

  N/A

• Repeat the order

  Yes

  No

  N/A

• Advise the guest about the food ticket timing<br>

  Yes

  No

  N/A

4.Upon delivery of bread, beverages and food. Did your FOH Team member...

• Provide and served standard bread ratio to the guest immediately? (Ital & VT Concepts only)

  Yes

  No

  N/A

• Serve drinks with coaster within 3-6 minutes (all cold drinks only)

  Yes

  No

  N/A

• Serve water upon guest request or guest without beverage order.

  Yes

  No

  N/A

• Serve appetizer/salad within 8-10 minutes?

  Yes

  No

  N/A

• Was the main food served within 12-15 minutes? (Penne pasta's & Grilled items 15-20 minutes

  Yes

  No

  N/A

• Serve dessert & coffee 4-7 minutes

  Yes

  No

  N/A

• Describe the food in a brief manner upon delivery

  Yes

  No

  N/A

• Serve the food in sequence with proper serving gears and condiments

  Yes

  No

  N/A

• Applied Russian-style service upon food delivery

  Yes

  No

  N/A

• Ask guest for any additional needs after all the foods have been served (service excellence check)

  Yes

  No

  N/A

• Practices 100% table visit or guest engagement

  Yes

  No

  N/A

• Is engaging with and directing the team members on floor

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is dressed appropriately

  Yes

  No

  N/A

• Take a picture of the Manager

  Media

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

  Yes

  No

  N/A

During the dining experience, did your FOH Team member apply the following secondary service:

• Check back (food quality check)

  Yes

  No

  N/A

• Offer another glass/refills on beverages/ drinks

  Yes

  No

  N/A

• Pre-bussing: plates, cutlery, table napkins and empty drink glasses

  Yes

  No

  N/A

• Maintain neat table appearance. Wipe water spills on the table, change ashtray

  Yes

  No

  N/A

• Provides wet towel when necessary or upon guest request

  Yes

  No

  N/A

• Suggest dessert and after dinner drinks with standard serving gears

  Yes

  No

  N/A

• Ask the guest for any feedback (Textify program)

  Yes

  No

  N/A

• Sell Bistro premiere card (no hard selling)

  Yes

  No

  N/A

Upon leaving the restaurant, did your team member:

• Immediately present the check upon guest request not exceeding 1 minute and waits for guest to give the payment<br>NOTE: Indicate the time on the remarks section.

  Yes

  No

  N/A

• Return the change /voucher immediately, not exceeding 2 minutes.<br>NOTE: Indicate the time on the remarks section.

  Yes

  No

  N/A

• Thank the guest and invite them to return soon

  Yes

  No

  N/A

• Assist the guest 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

BULLETIN BOARD

• Training Update and Recipe update cheking

  Yes

  No

  N/A

• Memo Update (Any memo from JPM, VP's, DO's, Marketing Dept, Purchasing Dept. and Accounting)

  Yes

  No

  N/A

TRAINING MANUALS, VALIDATION FORM LINE CHECK FORM AND TRAINING TOOLS

• Pre-shift meeting forms<br>NOTE: Check if it is updated and used everyday

  Yes

  No

  N/A

• BOH/ BAR/ FOH Line check form<br>NOTE: Check if it is updated and used everyday

  Yes

  No

  N/A

• Restaurant Basic Manual

  Yes

  No

  N/A

• Kitchen Basic Manual

  Yes

  No

  N/A

• Server, Bartender, Busser, Door person Manuals

  Yes

  No

  N/A

• Saute/Middle, Fry/Grill, Prep cook, Dishwasher Manuals

  Yes

  No

  N/A

• Training Updates file for 2015

  Yes

  No

  N/A

• Service Bible (updated- menu desc. short & sweet script, Validation form, exam forms

  Yes

  No

  N/A

• Hiring process & Training procedure guidelines (updated)

  Yes

  No

  N/A

• Laminated station recipes (Updated up to the last training updates)

  Yes

  No

  N/A

• MASTER RECIPE- HP slate 21 tablet are being used, clean and well maintained (no signs of software modification)

  Yes

  No

  N/A

• BAR DRINKS RECIPE- 10 inches tablet are being used, clean and well maintained (no signs of software modification)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

GROOMING STANDARDS AND UNIFORM CHECK (Front of the house)

• No worn-out uniforms

  Yes

  No

  N/A

• Well-pressed uniforms

  Yes

  No

  N/A

• Apron

  Yes

  No

  N/A

• V-neck inner shirt (no print, plain white)

  Yes

  No

  N/A

• Tickler

  Yes

  No

  N/A

• 3 click pens

  Yes

  No

  N/A

• Lighter

  Yes

  No

  N/A

• Wine Opener (parrot design)

  Yes

  No

  N/A

• Hand Sanitizer (unscented)

  Yes

  No

  N/A

• Pouch bag

  Yes

  No

  N/A

• Shoes (polished)

  Yes

  No

  N/A

• Black Socks/ Black stockings

  Yes

  No

  N/A

• Not wearing any perfume nor fabric conditioner on their uniform

  Yes

  No

  N/A

• No jewelries

  Yes

  No

  N/A

• Hairstyle and grooming standards<br>FEMALE- French twist, black or dark brown color only, no bangs, black ponytail<br>MALE- Clean cut, shaven , black or dark brown color only

  Yes

  No

  N/A

• Nameplate<br>NOTE: proper font printed (font- Arial Black: Size 32)/ button pin

  Yes

  No

  N/A

• Black leather belt

  Yes

  No

  N/A

• Clean nails and no nail polish

  Yes

  No

  N/A

• Make-up for all female

  Yes

  No

  N/A

• Clean Shaven (for male only)

  Yes

  No

  N/A

BACK OF THE HOUSE

• Well pressed chef uniform

  Yes

  No

  N/A

• White round neck inner shirt (no print, plain white)

  Yes

  No

  N/A

• Approved chef's pants

  Yes

  No

  N/A

• Click pen & Tickler

  Yes

  No

  N/A

• White socks

  Yes

  No

  N/A

• Biotherm

  Yes

  No

  N/A

• Clean nails and no nail polish

  Yes

  No

  N/A

• Wearing approved standard apron

  Yes

  No

  N/A

• Mob cap

  Yes

  No

  N/A

• Chef's hat (Master chef hat)

  Yes

  No

  N/A

• Clean shaven (male only)

  Yes

  No

  N/A

SPOT THE NOT

• Wobbling tables? <br>NOTE: Indicate table number

  Yes

  No

  N/A

• Chipped plates<br>

  Yes

  No

  N/A

• GLASSES?<br>NOTE: Indicate on-hand inventory. Put "NO" if on-hand is below the PAR stock vs. on-hand

  Yes

  No

  N/A

• Chivalry Glass

  Yes

  No

  N/A

• San Marino Glass

  Yes

  No

  N/A

• Red Wine Glass

  Yes

  No

  N/A

• White Wine Glass

  Yes

  No

  N/A

• Cooler Glass

  Yes

  No

  N/A

• Tall Glass

  Yes

  No

  N/A

• Mason Jar (22oz)

  Yes

  No

  N/A

• Tables set-up are complete

  Yes

  No

  N/A

• Herb Oil & Balsamic vinegar (torned corks, no herbs evident, chipped) (Ital only)

  Yes

  No

  N/A

• Salt & Pepper shakers (dented cap, cloudy color, chipped)

  Yes

  No

  N/A

• Hot Sauce (Lea & Perrins) (not empty) (Ital only)

  Yes

  No

  N/A

• Textify Card (Black standee)

  Yes

  No

  N/A

• Sharing plate

  Yes

  No

  N/A

• Dip plate

  Yes

  No

  N/A

• Dinner napkins

  Yes

  No

  N/A

• Dinner Fork & Knife

  Yes

  No

  N/A

• Plates & Serving gears (available and well maintained)

  Yes

  No

  N/A

• Creamer jug

  Yes

  No

  N/A

• Ceramic pizza plate

  Yes

  No

  N/A

• Dessert fork & Knife

  Yes

  No

  N/A

• Busser's kit are complete and well maintained

  Yes

  No

  N/A

• Standard Caddy

  Yes

  No

  N/A

• Black cloth cover

  Yes

  No

  N/A

• White towel (wet)

  Yes

  No

  N/A

• Blue towel (dry)

  Yes

  No

  N/A

• Green towel (dry)

  Yes

  No

  N/A

• Spray Bottle with label

  Yes

  No

  N/A

• Standard sanitizing solution ratio

  Yes

  No

  N/A

• Servers using their own badge card (not borrowed)

  Yes

  No

  N/A

• All employees on duty have undergone Classroom Training

  Yes

  No

  N/A

• Random check of forms of validated staff

  Yes

  No

  N/A

• Practicumers are wearing prescribed uniform

  Yes

  No

  N/A

• Use of buss tub with tray jack (if tray jack is available)

  Yes

  No

  N/A

• Presence of Cleaning crew

  Yes

  No

  N/A

• Bucket system is in place and being used during operation

  Yes

  No

  N/A

• Assigned busser during peak hour

  Yes

  No

  N/A

• Over all remarks

• Manager's SIgnature

  Sign