JITB - Guest Experience Review

Title Page

Conducted on
Prepared by
Location
GER

Assessment

Instructions for DT shop
Have Stopwatch ready to capture lap times while conducting the drive-thru experience
Order one burger combo with regular fries and choice of carbonated soda
For the burger choose Jumbo Jack -or- Buttery Jack
Request one modification/special request to the burger
Then Evaluate BOH, Dining Room, Exterior of Building, and Systems in Place
NOTE: Continue observing during entire GER. If deviations are observed at any point of the evaluation, adjust score accordingly. For example: If you have already scored food items but later see incorrect food preparation, go back and deduct points.
NOTE: During your BOH evaluation, whenever possible, coach as you go (focusing on behaviors and why they are important)

Drive Thru Mystery Shop

WF 4-1. DRIVE-THRU GREET TIME - Drive-thru Guest greeted within 5 seconds of arriving in front of the Order Menu Board. If asked to hold, re-greeted in 15 seconds or less.
A. Greet time within 5 seconds of pulling up to the menu order board (order confirmation screen - OCS).
B. If asked to hold, re-greet within 15 seconds after being asked to hold.
4.3 Job Aid
WF 4-3. DRIVE-THRU FRIENDLY ORDERING - Drive-thru Order Taker provides warm, friendly greeting and hassle free order taking.
A. Team Member greets Guest in a warm friendly manner at the Order Menu Board speaker or by the Outside Order Taker (OOT). Should sound enthusiastic, genuine, non-robotic without attitude, shortness or tone.
B. Conversation is hassle free: no audio issues, no language barriers or lack of training preventing smooth order taking process.
C. Order taker does not interrupt (multiple times) or rush Guest.
WF 4-4. BONUS: EXCEPTIONAL SERVICE AT DT ORDERING - Exceptional service at drive-thru service window.
A. Genuine, warm and friendly greeting provided. Can feel the smile and friendliness.
B. Is Highly Energetic and uses Exceptional Phrases.
C. Team Member is enthusiastic about the menu items.
D. It is evident that the Team Member clearly enjoys working at Jack in the Box and serving the Guests.
AC 3-1. ORDER CONFIRMATION - Drive-Thru Order Taker confirms order using order confirmation screen (OCS).
A. Team Member confirms order is correct on the screen or fully repeats order for confirmation
EC 6-11. DT ORDER CONFIRMATION SCREEN (OCS) & SPEAKER - Order confirmation screen (OCS) and speaker are clean, in good condition, and working as designed
A. Drive-thru OCS is clean and in good condition. Can clearly see order on the screen.
B. Speaker and communication system is working as intended, can clearly communicate during the ordering process.
WF 4-5. DRIVE-THRU WINDOW FRIENDLY SERVICE - Team Member warmly re-greets Guest at service window, makes eye contact, smiles and provides a 2-part thank you/farewell.
A. Immediately greeted at drive-thru window (within 10 seconds or less).
B. Team Member warmly greets Guest in a friendly manner at the Service window. Should sound enthusiastic, genuine, non-robotic without attitude, shortness, or tone.
C. Interaction is energizing and shows care for Guest. Body language shows Guest focus. Team Member makes eye contact and smiles during the interaction.
D. Team Member provides 2-part thank you/farewell.
AC 3-2. SAUCES & CONDIMENTS OFFERED - Team Member specifically offered sauces/condiments as specified in Accompaniment Items Job Aid
A. Team member asks Guest if they would like any sauces for ordered items that don’t have a required recipe sauce/condiment.
B. Team Member automatically provides or specifically offers accompaniment condiments (sauce, dressing, salsa, etc.) by name for items that have required sauce/condiment
C. Team member automatically provides or specifically offers sauce/condiments that accompany LTO items.
3.3 Feelin Sausy
AC 3-3. FEELIN’ SAUCY ADVERTISMENT POSTED - Advertisement of available sauces “Feelin’ Saucy” is posted at drive-thru window (and front counter).
A. Advertisement of available sauces “Feelin’ Saucy” element is posted at drive-thru window.
B. Advertisement of available sauces “Feelin’ Saucy” element is posted at front counter.
3.6 Accurate
AC. 3-6. BAG CONTENTS COMMUNICATION - Team member verifies and communicates the main contents of each bag to Guest as handed out, including special items.
A. The same Team Member that checks the bag for accuracy also communicates the bag contents to the Guest at drive-thru and front counter.
B. Team Member communicates the main combo items, including modifications, special requests when handing out the bag(s) to the Guest.
C. Bagged combos are repeated by main combo item name, not by combo numbers, including any modifications.
D. If the contents in the bag(s) is not a combo, all contents in the bag is repeated to the Guest, including any modifications.
AC 3-7. RECEIPT PROVIDED - Guest provided a receipt without asking for one.
A. The correct/legible receipt is automatically provided to the Guest without the Guest having to ask for it.
WF 4-6. BONUS: EXCEPTIONAL SERVICE AT DT WINDOW - Exceptional service at drive-thru service window.
A. Team Member goes above and beyond in some way to connect with Guest and or provide exceptional, differentiated service.
B. Team member makes Guest feel truly appreciated for visiting this Jack in the Box.
C. It is obvious that the Team Member clearly loves their job and serving the Guest, the enthusiasm can be observed.
QU 2-1. FRENCH FRIES - Hot, fresh, properly salted French Fries are assembled and served according to specifications and at the correct temperature.
Enter temperature
A. Temperature reading ≥ 150° Fahrenheit.
B. Salted - Fries have salted taste.
C. Texture - Taste is slightly crispy on the outside and soft on the inside.
D. Appearance - Fries appear golden brown: not overly dark or less than fully cooked. Fries hold form, not limp or soggy.
E. Portion - Bag is full/properly portioned.
Enter temperature
2-2 Burgers
QU 2-2. BURGERS - Hot, fresh, juicy burgers served to specifications.
Beef patty temperature
A. Temperature - Beef patty temperature is ≥ 125°F.
B. Beef patty tastes juicy and fresh not dried out.
C. Fresh produce and ingredients are used.
D. Burger is neatly assembled, with correct ingredients, and order of build
Beef patty temperature
2-3 Bagging
QU 2-3. PACKAGING, BAGGING, SERVING - Guest order placed neatly in the bag and packaged to specifications.
A. Correct product tabs pressed to identify item.
B. Separate bags used for each combo and for custom orders.
C. Hot and cold items are in separate bags.
D. Food in bags should look neat (not more than 6 loose French fries in the bag).
E. Food boxes should be in good condition, closed, sealed correctly.
F. Food and packaging not smashed or coming apart.
G. Packaging or carryout bags should be free of excessive grease.
H. Condiments or dip cups are not torn, opened, or sticky on the outside.
I. Tamper proof stickers are properly placed on all delivery orders with receipt attached.
J. Tacos should be placed in bag correct side up.
3.4 Accompaniment items
AC 3-4. CORRECT SAUCES & CONDIMENTS - Team Member provided Guest with the correct sauces/condiments.
A. Guest received correct sauces ordered and (or) per Accompaniment Job Aid TDC #1116.
B. Guest automatically received correct accompaniment condiments for all items.
C. Team Member provided additional or other sauces/condiments requested by the Guest.
D. Team member automatically provides sauce/condiments that accompany LTO items.
AC 3-5. NAPKINS, UTENSILS, & STRAWS PROVIDED - Team Member provides napkins, utensils, and straws with order.
A. The order includes napkins, utensils, and straws as required (and except where prohibited).
3.8 Breakfast
3.8 Non-Breakfast
AC 3-8. ORDER IS CORRECT - Guests receive the correct food and beverage order.
A. All items were provided were correct
B. All items include the correct ingredients.
C. Special/custom requests are made correctly.
AC 3-9. SPECIAL REQUESTS CORRECTLY IDENTIFIED - Special requests/modifications are properly identified.
A. Specials/custom orders are properly identified (i.e. green Drive-Thru Custom sticker, or special tab pressed).
2-4 Beverages
QU 2-4. BEVERAGES - Beverages have the proper flavor, level of ice, carbonation, and beverage fill.
Enter name of beverage ordered
A. Flavor is to standard.
B. Correct carbonation.
C. Ice fill level to standard.
D. Lid is correctly secure and no spillage outside of beverage cup.
E. Desired beverage flavor is available.
Enter name of beverage ordered

QK 1-1. DRIVE-THRU ORDER TO DELIVERY (OTD) - Q1 & Q2 FY21 QTD Target Time

QTD Target time
Enter total Order to Delivery Time (OTD)
Volume
Time of Day
Total Time
Total Time
Time of Day
Total Time
Total Time

BACK OF THE HOUSE - QUALITY

2-5 Fried Products
QU 2-5. FRIED PRODUCTS HOLDING CABINET PROCEDURES - Holding Cabinet staging procedures meet specifications for all fried products.
A. Hold times are “on” for all held fried products.
B. All fried products are within proper hold time – no expired items.
C. Resetting times for held products not observed.
D. Based on visual observation ingredient(s) look fresh and meet quality standards
E. FIFO used to use oldest product first.
F. All fried products should have correct times programmed
G. All fried products are in correct slots to match programmed names (check all).
H. Correct quantities held in a single pan - i.e. 12 egg rolls per pan / 6 per side (check all).
I. Fried products are NOT held with a metal lid.
J. Fried products are staged/held correctly in drawers.
2-6 Clamshell
2-6 Flat grill
QU 2-6. GRILLED PRODUCTS HOLDING CABINET PROCEDURES - Holding cabinet staging procedures meet specifications for all grilled products.
A. Hold times are “on” for all held grilled products.
B. All grilled products are within proper hold time – no expired items.
C. Resetting times for held products not observed.
D. Based on visual observation ingredient(s) look fresh and meet quality standards.
E. FIFO used to use oldest product first.
F. All grilled products should have correct times programmed.
G. All grilled products are in correct slots to match programmed names (check all).
H. Correct quantities held in a single pan (check all grilled products in holding cabinet).
I. Grilled products are held with a metal lid (check all).
J. Grilled products are staged/held correctly in drawers.
QU 2-7. CRISPY CHICKEN - Crispy chicken is hot, crispy, juicy, and meets 'Quality' specifications. (Temp and evaluate one crispy chicken fillet, one spicy chicken fillet and one chicken strip from the holding cabinet)
Crispy Chicken Fillet Temperature
A. Crispy Chicken Fillet is slightly crispy on the outside, fried to a golden brown color, is warm to hot on the inside and moist / juicy. Temperature is 140°F or higher.
Spicy Chicken Fillet Temperature
B. Spicy Chicken Fillet is slightly crispy on the outside, fried to a golden brown color, is warm to hot on the inside and moist / juicy. Temperature is 145°F or higher .
Crispy Chicken Strip Temperature
C. Crispy Chicken strips are slightly crispy on the outside, fried to a golden brown color, is warm to hot on the inside and moist / juicy. Temperature is 140°F or higher.
Crispy Chicken Fillet Temperature
Spicy Chicken Fillet Temperature
Crispy Chicken Strip Temperature
QU 2-8. HOLDING CABINET TEMPERATURES - All holding cabinets maintain required temperature.
A. Holding bin temperatures are within +/- 10°F of target temperatures. (Upper 270°F Lower 185°F)
B. Long Stem Surface Prove Thermometer must be available to evaluate temperature of holding units.
QU 2-9. FRY BIN - Fry bin (fried) items staging procedures meet specifications.
A. Hold times are “on” for all holding products.
B. All products are within proper hold time – no expired items (unless used for an order on the screen).
C. All products should have correct hold times programmed.
D. Resetting times for held products not observed.
E. FIFO practiced to use oldest product first.
F. Based on visual observation ingredient(s) look fresh and meet quality standards.
G. Products not stored in packaging unless there is an order on the screen for immediate use.
H. Products staged in correct smallwares and correct quantities.
2-10 Taco
QU 2-10. TACOS - Hot, fresh, and crispy tacos fried, assembled, and staged per specifications; taco station maintained for quality and quick.
A. Tacos not held past hold time
B. Correct hold times are programmed and in use to ensure 5 minute hold time in the fry bin.
C. Once fried, rack tilted sideways for 5 to 10 seconds to allow excess oil to drain into fryer (and minimize greasiness of tacos).
D. Taco packaging is clean and presentable (free of excessive taco sauce or grease).
E. Tacos are not served with broken shells or cracks greater than 1 ½".
F. Tacos are sauced edge-to-edge.
G. Shredded lettuce on assembled Tacos is portioned correctly (3/4 ounces to 1 ounce). Refer to visual on the Taco Acceptability Chart (TDC# 1270).
H. Shredded lettuce at Taco Assembly station is fresh, crisp, and dry.
I. Only thoroughly defrosted tacos are fried.
J. Fried in correct fry rack.
K. Taco assembly rack in place and used for lettuce, cheese portioning, assembly of tacos.
QU 2-11. FRIED PRODUCTS - FRYING - Fried products are cooked to specifications.
A. French Fry and Curly Fry baskets are filled only half way (or less) to ensure thorough cooking.
B. Fry basket covers used when required (nuggets, Churros, egg rolls, stuffed jalapeños, crispy and spicy filets, and when cooking single chicken patty in basket).
C. Items held in frozen or refrigerated state until fried (not held at room temperature).
D. Mid cycle shake times occur to minimize product sticking.
E. Correct fry baskets/racks, lids, and batch sizes are used.
QU 2-12. FRIED PRODUCTS - DRAINING & REMOVING - Fried products are properly drained and removed to ensure quality and presentation.
A. After fry cycle, baskets are gently shaken to drain the oil from the products.
B. Fried products are immediately packaged or staged and not left in fry baskets or racks.
C. Fried products are transferred with tongs. Ingredients are not dumped directly into packaging to prevent excessive oil from getting onto packaging.
D. French fries are properly salted.
QU 2-13. OIL QUALITY - Oil quality maintained to ensure fresh tasting fried products.
A. Skimming – fryer oil skimmed as needed to prevent oil degradation and remove particles from sticking to other products that are being fried.
B. Smoking Oil – oil not smoking excessively, which often indicates expired oil.
C. Oil Temperature at 365° +/- 15°F. Evaluate at least one vat using the restaurant’s infrared thermometer or an immersion probe.
D. Oil Level – oil quantity is at approximately the correct level as indicated by the min/max lines in the fry vats.
E. Equipment being maintained – clear evidence of ongoing filtering, cleaning, and heavy carbon removal.
QU 1-5. PREPPED ITEMS READY FOR "GRAB & PLACE" - All prepped items at the assembly line meet quality and are ready for "grab & place".
A. Prep items are ready for "grab and place" for Assembly Team Member.
B. Quality to standard – team member does not have to sort through or discard unacceptable product.
C. Slice tomatoes are stacked flat, not sideways to protect slice integrity.
D. Ingredients not filled higher than fill line on pans.
QU 2-14. BREADS - Buns, breads, croissants, biscuits, and sourdough bread stored, handled, buttered, and toasted to specifications.
A. Split Top and Regular buns, are held in closed / sealed bags – except for what is being used for current shift / next hour.
B. Buns are not smashed after toasting.
C. Buns are toasted to order, not staged at/or near toaster if no orders appear on the kitchen (KDS) monitor.
D. Proper buttering procedure followed with BFVO (Butter Flavored Vegetable Oil).
E. Teflon sheet in the contact toaster is free of buildup and in good condition.
F. Split Top and Regular buns are toasted with a full and even coat of butter applied, 80%+ of surface toasted to a golden brown, not burnt, bun not smashed after coming out of contact toaster.
QU 2-15. BREADS - BRIOCHE, CROISSANTS, & BISCUITS - Brioche, croissants, and biscuits are stored, handled, buttered (only biscuits), and toasted to specifications.
A. Brioche buns, croissants, and biscuits, are held in closed / sealed bags – except for what is being used for current shift / next hour.
B. Buns/breads are not smashed after toasting.
C. Buns should be toasted to order, not staged at/or near toaster if no orders appear on the kitchen (KDS) monitor.
D. Batch toaster spatula is stored under crumb tray when not in use.
E. Bread items are toasted to standards.
QU 2-16. BREADS - SOURDOUGH - Sourdough bread is stored, handled, buttered, and toasted to specifications.
A. Sourdough bread is held in closed / sealed bags – except for what is being used for current shift / next hour.
B. Sourdough bread is not smashed after toasting.
C. Sourdough bread is toasted to order, not staged if no orders appear on the kitchen (KDS) monitor.
D. Teflon sheet in the bread griller is free of buildup and in good condition.
E. Proper buttering procedure followed with BFVO (Butter Flavored Vegetable Oil).
F. Sourdough bread slices are buttered and toasted to standard.
QU 2-17. SAUCING EDGE-TO-EDGE - Saucing on sandwiches is 'edge-to-edge'.
A. Saucing is evenly spread from edge-to-edge of breads and buns.
B. Mayonnaise is evenly spread across bun or bread.
C. Sauce bottles on line have correct tips
2.18 Microwave
QU 2-18. MICROWAVE PROGRAMMING - Microwave cook times are programmed correctly.
A. Buttons programmed correctly. Check a minimum of one programmed microwave button against job aids.
B. Team members pressing correct buttons to fully melt/cook ingredients.

BACK OF THE HOUSE - QUICK

Rush ready
QK 1-2. RUSH READY - TEAM - Team and restaurants are rush ready and in primary positions to support peak volumes. Daily planners are posted, used, 4+ headsets in use.
A. Team Workstation Daily Planners in place and in use.
B. ‘All hands-on deck’ in guest service positions during peak periods
C. 4+ headsets are in use (PIC, Fryer, Grill, and drive-thru Team Member) or BOH kitchen drive-thru speaker is on and can be clearly heard.
TS 7-4. RUSH READY - EQUIPMENT - Minimum, core equipment is in place, maintained, programmed, set-up according to specifications and functioning as designed.
A. 4 fry vats in place.
B. Clamshell or Flat grill.
C. 3 cooking presses, free of build up, ready to use (applies to flat grill).
D. 2 POU refrigerators, minimum.
E. 2 POU freezers, minimum.
F. 1 High Contact toaster.
G. 1 Sourdough toaster.
H. 2 Batch toasters.
I. 2+ Microwaves.
J. Holding Cabinets with 12+ bays/slots available
QK 1-6. BUILD-TO CHARTS - Precooking/staging/build-to in place including posting, adjusting, and using build-to charts
A. Build-to and precooking are in place. Cook to order practices are generally not observed, except for zero items on the Build-to charts.
B. Team members using build to chart system – pre-cooked amount of product on build to chart are staged in holding cabinets and fry bins.
C. Build-to charts are posted for correct day and daypart. Adjusted if applicable.
D. "Stop and Drop” is used for “zero” items within 30 seconds of being ordered by guest or instructed by PIC or Guest Service Team Member.
TS 7-5. BUILD-TO CHART & STAGING TEAM MEMBER KNOWLEDGE
A. Grill or Fryer Team Member can explain build to and staging procedures.
To evaluate – ask the questions below:
• How do they use build-to charts and correctly stage product?
• Why is using the build-to important?
TS 7-6. STOP & DROP TEAM MEMBER KNOWLEDGE
A. Grill or Fryer Team Members can explain when to stop and drop and ‘zero’ items.
To evaluate – ask the question below:
• What do you do when a "zero" item is ordered by a Guest? (Item not populated to be precooked and staged on build-to report.)
QK 1-3. FULLY STAFFED WITH PROFICIENT TEAM - Restaurant shift is fully staffed with proficient Team Members to achieve all Brand Standards.
A. Team should be staffed to effectively take, make, or serve majority of orders within Quick standards. (Refer to kitchen display screen to evaluate Order to Delivery times. (Few to no orders should be more than 6 minutes).
B. Guests are not put on hold.
C. Team Members are proficient in their primary positions to achieve Guest Quick times and maintain clean standards. Allow for training of a new Team Member. However, the Team Members currently working the shift should be proficient with a sense of urgency and minimal mistakes or confusion.
Work Station Positioning
QK 1-7. WORKSTATION POSITIONING - Workstation position principles (deployment) and Guest priority sequence in place to enable 'Quick' and Guest standards.
A. Team members are Guest focused and slide deploying - Team Members getting orders out for Guests before completing other duties. Team slide deploys to help one another get each order completed quicker and balance their workload.
B. Workstation Chart is posted for current day and daypart.
C. Deployment on Workstation Position Chart is assigned in consecutive order without skipping any numbers
D. Team Members are working their designated positions.
7.7 PIC leading team
TS 7-7. PIC LEADING TEAM - PIC is actively leading the shift and team to achieve 'Quick' and Guest Experience standards
A. PIC is in 'manager zone' – this means being in primary positions of #3, #5, or #7 at least 75% of the time to maximize leadership impact.
B. PIC can be seen and heard leading this shift.
C. PIC Daily Planner is current, posted, and in use during the shift.
D. PIC is observed verifying (verbally or visually) build-to levels during the shift.
E. PIC observed completing or ensuring the Guest Expectation Travel Path gets complete at least once during the review.
TS 7-8. PIC LEADERSHIP KNOWLEDGE QUESTION
A. Tell me how you lead a shift to ensure a consistently great Guest Experience?
B. Tell me, how do you handle Guest complaints?

DINING ROOM - WARM & FRIENDLY

WF 4-2. DINING ROOM GREET TIME - Dining room greet within 10 seconds or less of arriving at front counter. If asked to wait during the 10 seconds, total wait is less than 30 more seconds.
Enter Greet Time 1
Enter Greet Time 2
A. Two separate, consecutive Guest interactions in dining room meet standard for Greet time. Both must achieve target to earn 5 points.
Enter Greet Time 1
Enter Greet Time 2
QK 1-4. DINING ROOM 'QUICK' TIME - Dining room quick time of 5:00 minutes or less achieved.
Quick time 1
Quick time 2
A. Guest receives dining room orders in 5 minutes or less time. Evaluate two separate, consecutive Guest total 'Quick' times in the dining room. Both must achieve target to earn points.
Quick time 1
Quick time 2
WF 4-7. FRIENDY DINING ROOM ORDERING SERVICE - Dining Room Team Members provides warm friendly greeting and hassle free order taking. *Observe multiple Guest interactions (2 or more) during your visit. Score based on the average interaction between the Guests and the team during your visit.
A. Guest is greeted in a friendly manner once arriving within 10' of Team Member. Greetings should be enthusiastic, genuine, non-robotic with a smile and eye contact.
B. During order process Team Member speaks clearly, is helpful, can make suggestions, and answer questions.
C. Team Member thanks Guests when they pick up their orders from the counter (if they are in the immediate area) or when Team Member delivers order to the table.
WF 4-8. GUEST FOCUSED - Dining Room Team Member is attentive and focused on Guests needs.
A. When a Guest needs something or has a complaint, Team Members acknowledge the Guest quickly and provide what is needed – Guest does not have to wait excessive time to be helped (more than 60 sec).
B. Team Member provides an exiting 2-part thank you/farewell when able (i.e "thank you, have a nice day").
WF 4-9. BONUS: EXCEPTIONAL DINING ROOM SERVICE - Dining Room Team Members actively provide departing Guests with a warm, sincere “thank you”, any form of gratitude for visiting.
A. When Team Members see an opportunity to help Guests they do so. Examples: opening doors, refilling beverages, inquiring about uneaten food.
B. Table touches in place - Team Members speak with Guests during dining experience to ensure expectations met.
C. Team Members learn and use Guest’s names and favorite orders.
D. Reinforces and is positive about ordered items. For example: "You are going to love our new item. I had it yesterday and it is delicious!"
4.10 Uniform
WF 4-10. UNIFORMS - All Team Members, including PICs are in Guest ready uniform.
A. All position Team Member have complete (all items) and approved uniform.
B. Uniforms are clean, free of stains and excessive fading or damage.
C. Uniforms fit properly (not too tight and not too loose).
D. Jackets or sweaters are Jack branded or solid black or gray (unbranded)
E. Name tags are correct and visible – even if wearing an apron, jacket, or sweater.

DINING ROOM - CLEAN & CONDITION

DC 5-1. DINING ROOM - CEILING TILES, VENTS, & LIGHTING - Dining room ceiling tiles, vents, and lighting is clean and in good condition.
A. Ceiling tiles and vents are clean, free of mold, and in good condition.
B. Lighting (all lighting matching and lit) clean and in good condition
DC 5-2. DINING ROOM - WALLS & DÉCOR - Dining room walls and décor are clean and in good condition.
A. Walls (to include) exterior fireplace walls) are clean and in good condition.
B. Décor is approved, clean, and in good condition.
DC 5-3. DINING ROOM - WINDOW LEDGES, SILLS, & BLINDS - Dining room window ledges, sills, and blinds are clean and in good condition.
A. Window sills/ledges are clean and in good condition.
B. Blinds are clean and in good condition.
DC 5-4. DINING ROOM - FLOORS - Dining room floors, corners, and areas under tables, covings, baseboards, and mats are clean and in good condition; wet floors signs are clean, used only when floor is wet.
A. Floors, corners, areas under tables, covings, baseboards, and mats are clean, free of buildup, and in good condition.
B. Wet floor signs are clean and in good condition. Being used appropriately and not left out after floors are dry.
C. Spills are quickly addressed.
DC 5-5. DINING ROOM - TABLES, CHAIRS, & TRASH RECEPTACLES - Dining room table, seats, highchairs, dividers, and trash receptacles are clean and in good condition. Trash receptacles not full.
A. Tables are clean and in good condition (no more than 3 dirty tables for longer than 5 minutes).
B. Dining room seating, chairs, and high chairs are clean and in good condition. Minimum of 2 high chairs are available.
C. Tables and chairs are stable and level. Folded napkins are not used to stabilize table legs.
D. Table and chair legs are free from buildup.
E. Dining room dividers are clean and in good condition.
F. Trash receptacles are clean, in good condition, and not full or overflowing.
DC 5-6. FRONT COUNTER AREAS - Menu board, front counter drink, and condiment stations stocked and are reasonably clean, in good condition.
A. All front counter Point of Purchase (POP) is clean, current, and in good condition (no hand- written or unapproved typed signs).
B. Menu board is fully lit, clean, and in good condition.
C. Front counter Point of Sale (POS) elements and monitors are clean, free of dust buildup, and in good condition.
D. Drink machine and condiment stations are reasonably clean and in good condition.
E. Drink machine and condiment stations stocked
DC 5-7. BACK OF THE HOUSE & KITCHEN VIEW - Kitchen view of back of house is clean, organized, and with minimal internal guest facing team messaging.
A.The kitchen appears clean, organized, and clear of unnecessary clutter from Guest view.
B. Guest facing posted job aids are minimal (less than 5), legible, clean, and relevant to positions.
DC 5-8. DINING ATMOSPHERE & AMBIANCE - Dining atmosphere and ambiance are comfortable, dining room is free of abnormal odors.
A. Temperature (not unreasonably warm or cold).
B. Music (not missing, too low, or too loud).
C. Clean smell – no abnormal odors.
D. Team Member dialogue professional – not overly loud, disruptive to Guest experience.
DC 5-9. RESTROOMS - Restrooms are clean, stocked, and in good condition. All fixtures, mirrors, sinks, toilets, soap dispensers and paper towel holders / hand dryers are clean and functioning properly.
A. Restrooms are in good condition, clean and free of buildup on floors, doors/kick plates, fixtures, sinks, toilets/ urinals, walls, partitions, etc.
B. Restrooms are properly stocked (soap, towel dispensers, toilet paper).
C. Trash receptacles are clean, lined, in good condition, and not overflowing.
D. Restroom sink(s) have hot and cold running water.
E. Restroom fixtures are in good repair and functioning as designed.
F. All lighting is lit, clean and in good condition.
G. Baby changing station is clean and in good condition.
H. Sanitary receptacles in place (if applicable), clean and not overflowing.
I. Restrooms have mirrors; mirrors and frames are clean.
J. Restrooms have properly functioning ventilation and ventilation/fan covers are clean.
K. Adequate water pressure at fixtures.
L. Handwashing job aid (TDC#1041) is posted.

EXTERIOR - CLEAN & CONDITION

EC 6-1. EXTERIOR SIGNAGE & LIGHTING - All exterior brand signage, lighting clean and in good condition.
A. All exterior signage (to include: directional signage, handicap signs, parking stall signage, building and monument signage) is reasonably clean, free of stains and buildup and is in good condition.
B. All exterior poles and support items connected to signage is clean and in good condition.
C. All lighting is working, turned on after dark (including any signage lighting).
D. Flags and flag poles in good condition. Flags are not torn, frayed or faded.
E. No handwritten or unapproved typed signs in Guest view unless allowed by brand.
EC 6-2. EXTERIOR POP - Exterior POP elements are current, clean, in good condition, not faded, and correctly applied.
A. All POP is current (including flags), clean, and in good condition, free of fading, bubbles, and pealing corners.
B. Hours of operation current and in good condition. *Hours of operations are required to be posted at the drive-thru and at one main dining room entrance.
C. No noticeable missing POP elements.
EC 6-3. RESTAURANT EXTERIOR - Building exterior walls, roof, reasonably clean and in good condition. 3 or fewer total minor individual items can be missed. Note: Standard will not be met if ONE MAJOR OR EXTERME issue is observed.
A. Building exterior walls are reasonably clean and in good condition (i.e. free of buildup, grime, or splatters).
B. Back door(s) are reasonably clean and in good condition. Back door area clear of pallets, bread racks, or miscellaneous items.
C. Exterior building roof, awnings, fascia, mansard, soffit, rain gutters, and down spout reasonably clean, in good condition, and free of bird’s nests.
D. Perimeter fencing reasonably clean and in good condition.
EC 6-4. DOORS, WINDOWS, & LEDGES - Doors, windows, and ledges all around the building are clean and in good condition. Free of damage, cracks, mold, clouding.
A. Doors, door frames, push bars, and thresholds reasonably clean and in good condition, and functioning as designed, doors open and close properly.
B. Back doors are closed when not in use
C. Windows and exterior window ledges all the way around the building are reasonably clean and in good condition.
D. Entry door is not over cluttered with POP, clings, signage and all in good condition.
EC 6-5. PARKING LOT - Parking lot is clean and in good condition, parking bumpers not damaged.
A. Parking lot is clean. Four or fewer total of the following: pieces of trash, spills/messes, and also 4 or fewer total cigarette butts and 4 or fewer gum buildup.
B. Parking bumpers are in good condition (4 or fewer total broken/crumbling pieces of parking bumpers) or any one metal rebar poking out of parking bumpers.
C. Parking asphalt or cement in good condition (no pot holes of 8" wide and 2" deep, significant cracking or other damage impacting Guest vehicles or chance of Guest tripping).
D. Parking lot striping and curbs in reasonably good condition (no excessive chipped or faded paint).
E. Handicap parking areas/ramps properly identified.
EC 6-6. SIDEWALK, PATIO, & EXTERIOR FURNITURE - Sidewalk, patio, and exterior furniture are clean and in good condition.
A. Four or fewer pieces of trash, cigarette butts, or buildup areas (grime, stains, unscraped gum buildup) on sidewalk areas all around the building, including patio areas and furniture.
B. Sidewalk all around the building, including patio area and patio furniture is in good condition (no paint fading, chipping, or crumbling cement greater than 6", or damage impacting Guest tripping).
C. Sidewalks are free of grass or weeds, snow or ice buildup (if applicable).
D. Wet floor signage or cones in Guest view are in active use (not left out on dry surfaces).
E. Patio railing is clean and in good condition.
EC 6-7. EXTERIOR TRASH RECEPTACLES - Trash receptacles, not full, free of damage, denting, excessive paint chipping or fading.
A. Exterior trash cans/receptacles and cigarette receptacles are not full, overflowing.
B. Trash cans/receptacles are reasonably clean and free of grime.
C. Trash cans/receptacles are in good condition, not damaged, excessively faded or chipped paint.
EC 6-8. LANDSCAPING - Landscaping area is reasonably clean, free of bare or dead grass, plants or areas.
A. Landscaping in good condition and reasonably clean. Grass is cut, bushes and hedges are edged. No overgrown bushes or trees touching the building.
B. Four or fewer total pieces of trash throughout all landscaping areas.
C. Minimal to no cigarette butts (10 or fewer) in one area such as the drive-thru menu board landscaping area.
D. No more than 3 dead plants or 3 large areas of dead or bare spots of grass in landscaping area.
E. Free of excessive weeds (fewer than 5).
F. Shrubs and trees trimmed as needed, not overgrown.
EC 6-9. DRIVE-THRU PREVIEW BOARD - Drive-thru preview board and all components are clean, free of buildup, free of damage, all parts are in good condition, paint not faded or chipped.
A. Drive-thru preview board and components are in good condition and reasonably clean (plexiglass, T-bars/dividers, hardware, metal plastic, numbers, etc.).
B. Menu boards are illuminated after dark.
C. Free of excessive dust/dirt, buildup, stains, stickers, or gum.
D. Free of excessive fading or chipped paint, and components are not broken or missing.
E. Menu Panels, T-bars/dividers, numbers are straight, not crooked.
EC 6-10. DRIVE-THRU ORDER MENU BOARD - Drive-thru menu board and all components are clean, free of buildup, free of damage, all parts are in good condition, paint not faded or chipped.
A. Drive-thru order menu board, confirmation screen, speaker, and all other components are in good condition and reasonably clean (plexiglass, T-bars/dividers, hardware, metal plastic, numbers, etc.).
B. Menu boards are illuminated after dark.
C. Free of excessive dust/dirt, buildup, stains, stickers, or gum.
D. Free of excessive fading or chipped paint, and components are not broken or missing.
E. Order confirmation screen and speaker are working, can clearly hear speaker and clearly see order on screen.
F. Order menu panels, T-bars/dividers, numbers are straight, not crooked.
EC 6-12. DRIVE-THRU LANE & CURBS - Drive-thru lane and curbs clean and in good condition.
A. Three or fewer pieces of trash, spills, stains, soil/grease buildup in the drive-thru lane, cement, asphalt, and curbs.
B. Drive-thru lane, cement, asphalt, and curbs are free of weeds, and excessive (10 or fewer) unscraped gum buildup.
C. Cement, asphalt, and curbs are in good condition, no excessive fading or chipped paint. • Asphalt and cement don't have crumbling sections greater than 6". • Potholes no greater (8" wide/ 2" deep). • No significant cracking or other damage impacting Guest vehicles.
EC 6-13. DRIVE-THRU SERVICE WINDOW - Drive-thru service window area clean and in good condition. Evaluate for 3 or fewer minor issues of dust, adhesive residue, spills, or stains.
A. Drive-thru windows, window frames, window ledges, and POP hardware is clean and in good condition.
B. Fly fan is clean and in good condition.
C. Wall area around and cement area below service window are clean and in good condition.
D. No handwritten or unapproved typed signs.
EC 6-14. GRAFFITI - Exterior and interior premises is free of graffiti.
A. In totality the entire exterior and interior of the premises has fewer than 5 graffiti markings.

TRAINING & KEY SYSTEMS IN PLACE

TS 7-1. TRAINING & CERTIFICATION - Management and Team trained and certified on required brand standards.
A. Training tablet in place, charged, and functioning as designed.
B. Training system in place to certify Team Members on brand operating standards.
C. Certified Team members know the correct standards and are certified for proficiency.
D. PIC can show proof of certification in training system for Team Members working the shift.
E. PIC or Team Member can correctly explain training process or refer to Jenius.
TS 7-2. SHIFT CERTIFICATION - All shifts have certified management or PIC leading the shift (Team Leaders).
A. All shifts have certified management, Team Leaders.
TS 7-3. PROMOTION TRAINING & CERTIFICATION - Current Promotion Training and Certification to specifications.
A. Team Members demonstrating correct behaviors and execution of new products.
B. Current new product training poster and job aids are posted.
C. Team Members have been certified in Jenius for current promotion.

JITB - Guest Experience Review

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Drive Thru Mystery Shop

QK 1-1. DRIVE-THRU ORDER TO DELIVERY (OTD) - Q1 & Q2 FY21 QTD Target Time

BACK OF THE HOUSE - QUALITY

BACK OF THE HOUSE - QUICK

DINING ROOM - WARM & FRIENDLY

DINING ROOM - CLEAN & CONDITION

EXTERIOR - CLEAN & CONDITION

TRAINING & KEY SYSTEMS IN PLACE

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JITB - Guest Experience Review

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Go digital today!

Convert your paper checklists into digital forms

Drive Thru Mystery Shop

QK 1-1. DRIVE-THRU ORDER TO DELIVERY (OTD) - Q1 & Q2 FY21 QTD Target Time

BACK OF THE HOUSE - QUALITY

BACK OF THE HOUSE - QUICK

DINING ROOM - WARM & FRIENDLY

DINING ROOM - CLEAN & CONDITION

EXTERIOR - CLEAN & CONDITION

TRAINING & KEY SYSTEMS IN PLACE

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