Title Page
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Conducted on
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Prepared by
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Location
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GER
Assessment
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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
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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.
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A. Greet time within 5 seconds of pulling up to the menu order board (order confirmation screen - OCS).
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B. If asked to hold, re-greet within 15 seconds after being asked to hold.
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4.3 Job Aid
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WF 4-3. DRIVE-THRU FRIENDLY ORDERING - Drive-thru Order Taker provides warm, friendly greeting and hassle free order taking.
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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.
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B. Conversation is hassle free: no audio issues, no language barriers or lack of training preventing smooth order taking process.
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C. Order taker does not interrupt (multiple times) or rush Guest.
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WF 4-4. BONUS: EXCEPTIONAL SERVICE AT DT ORDERING - Exceptional service at drive-thru service window.
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A. Genuine, warm and friendly greeting provided. Can feel the smile and friendliness.
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B. Is Highly Energetic and uses Exceptional Phrases.
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C. Team Member is enthusiastic about the menu items.
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D. It is evident that the Team Member clearly enjoys working at Jack in the Box and serving the Guests.
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AC 3-1. ORDER CONFIRMATION - Drive-Thru Order Taker confirms order using order confirmation screen (OCS).
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A. Team Member confirms order is correct on the screen or fully repeats order for confirmation
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EC 6-11. DT ORDER CONFIRMATION SCREEN (OCS) & SPEAKER - Order confirmation screen (OCS) and speaker are clean, in good condition, and working as designed
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A. Drive-thru OCS is clean and in good condition. Can clearly see order on the screen.
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B. Speaker and communication system is working as intended, can clearly communicate during the ordering process.
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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.
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A. Immediately greeted at drive-thru window (within 10 seconds or less).
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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.
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C. Interaction is energizing and shows care for Guest. Body language shows Guest focus. Team Member makes eye contact and smiles during the interaction.
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D. Team Member provides 2-part thank you/farewell.
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AC 3-2. SAUCES & CONDIMENTS OFFERED - Team Member specifically offered sauces/condiments as specified in Accompaniment Items Job Aid
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A. Team member asks Guest if they would like any sauces for ordered items that don’t have a required recipe sauce/condiment.
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B. Team Member automatically provides or specifically offers accompaniment condiments (sauce, dressing, salsa, etc.) by name for items that have required sauce/condiment
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C. Team member automatically provides or specifically offers sauce/condiments that accompany LTO items.
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3.3 Feelin Sausy
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AC 3-3. FEELIN’ SAUCY ADVERTISMENT POSTED - Advertisement of available sauces “Feelin’ Saucy” is posted at drive-thru window (and front counter).
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A. Advertisement of available sauces “Feelin’ Saucy” element is posted at drive-thru window.
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B. Advertisement of available sauces “Feelin’ Saucy” element is posted at front counter.
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3.6 Accurate
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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.
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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.
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B. Team Member communicates the main combo items, including modifications, special requests when handing out the bag(s) to the Guest.
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C. Bagged combos are repeated by main combo item name, not by combo numbers, including any modifications.
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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.
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AC 3-7. RECEIPT PROVIDED - Guest provided a receipt without asking for one.
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A. The correct/legible receipt is automatically provided to the Guest without the Guest having to ask for it.
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WF 4-6. BONUS: EXCEPTIONAL SERVICE AT DT WINDOW - Exceptional service at drive-thru service window.
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A. Team Member goes above and beyond in some way to connect with Guest and or provide exceptional, differentiated service.
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B. Team member makes Guest feel truly appreciated for visiting this Jack in the Box.
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C. It is obvious that the Team Member clearly loves their job and serving the Guest, the enthusiasm can be observed.
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QU 2-1. FRENCH FRIES - Hot, fresh, properly salted French Fries are assembled and served according to specifications and at the correct temperature.
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Enter temperature
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A. Temperature reading ≥ 150° Fahrenheit.
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B. Salted - Fries have salted taste.
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C. Texture - Taste is slightly crispy on the outside and soft on the inside.
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D. Appearance - Fries appear golden brown: not overly dark or less than fully cooked. Fries hold form, not limp or soggy.
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E. Portion - Bag is full/properly portioned.
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Enter temperature
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2-2 Burgers
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QU 2-2. BURGERS - Hot, fresh, juicy burgers served to specifications.
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Beef patty temperature
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A. Temperature - Beef patty temperature is ≥ 125°F.
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B. Beef patty tastes juicy and fresh not dried out.
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C. Fresh produce and ingredients are used.
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D. Burger is neatly assembled, with correct ingredients, and order of build
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Beef patty temperature
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2-3 Bagging
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QU 2-3. PACKAGING, BAGGING, SERVING - Guest order placed neatly in the bag and packaged to specifications.
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A. Correct product tabs pressed to identify item.
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B. Separate bags used for each combo and for custom orders.
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C. Hot and cold items are in separate bags.
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D. Food in bags should look neat (not more than 6 loose French fries in the bag).
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E. Food boxes should be in good condition, closed, sealed correctly.
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F. Food and packaging not smashed or coming apart.
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G. Packaging or carryout bags should be free of excessive grease.
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H. Condiments or dip cups are not torn, opened, or sticky on the outside.
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I. Tamper proof stickers are properly placed on all delivery orders with receipt attached.
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J. Tacos should be placed in bag correct side up.
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3.4 Accompaniment items
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AC 3-4. CORRECT SAUCES & CONDIMENTS - Team Member provided Guest with the correct sauces/condiments.
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A. Guest received correct sauces ordered and (or) per Accompaniment Job Aid TDC #1116.
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B. Guest automatically received correct accompaniment condiments for all items.
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C. Team Member provided additional or other sauces/condiments requested by the Guest.
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D. Team member automatically provides sauce/condiments that accompany LTO items.
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AC 3-5. NAPKINS, UTENSILS, & STRAWS PROVIDED - Team Member provides napkins, utensils, and straws with order.
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A. The order includes napkins, utensils, and straws as required (and except where prohibited).
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3.8 Breakfast
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3.8 Non-Breakfast
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AC 3-8. ORDER IS CORRECT - Guests receive the correct food and beverage order.
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A. All items were provided were correct
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B. All items include the correct ingredients.
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C. Special/custom requests are made correctly.
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AC 3-9. SPECIAL REQUESTS CORRECTLY IDENTIFIED - Special requests/modifications are properly identified.
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A. Specials/custom orders are properly identified (i.e. green Drive-Thru Custom sticker, or special tab pressed).
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2-4 Beverages
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QU 2-4. BEVERAGES - Beverages have the proper flavor, level of ice, carbonation, and beverage fill.
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Enter name of beverage ordered
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A. Flavor is to standard.
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B. Correct carbonation.
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C. Ice fill level to standard.
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D. Lid is correctly secure and no spillage outside of beverage cup.
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E. Desired beverage flavor is available.
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Enter name of beverage ordered
QK 1-1. DRIVE-THRU ORDER TO DELIVERY (OTD) - Q1 & Q2 FY21 QTD Target Time
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QTD Target time
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Enter total Order to Delivery Time (OTD)
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Volume
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Time of Day
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Total Time
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Total Time
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Time of Day
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Total Time
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Total Time
BACK OF THE HOUSE - QUALITY
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2-5 Fried Products
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QU 2-5. FRIED PRODUCTS HOLDING CABINET PROCEDURES - Holding Cabinet staging procedures meet specifications for all fried products.
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A. Hold times are “on” for all held fried products.
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B. All fried products are within proper hold time – no expired items.
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C. Resetting times for held products not observed.
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D. Based on visual observation ingredient(s) look fresh and meet quality standards
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E. FIFO used to use oldest product first.
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F. All fried products should have correct times programmed
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G. All fried products are in correct slots to match programmed names (check all).
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H. Correct quantities held in a single pan - i.e. 12 egg rolls per pan / 6 per side (check all).
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I. Fried products are NOT held with a metal lid.
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J. Fried products are staged/held correctly in drawers.
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2-6 Clamshell
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2-6 Flat grill
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QU 2-6. GRILLED PRODUCTS HOLDING CABINET PROCEDURES - Holding cabinet staging procedures meet specifications for all grilled products.
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A. Hold times are “on” for all held grilled products.
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B. All grilled products are within proper hold time – no expired items.
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C. Resetting times for held products not observed.
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D. Based on visual observation ingredient(s) look fresh and meet quality standards.
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E. FIFO used to use oldest product first.
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F. All grilled products should have correct times programmed.
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G. All grilled products are in correct slots to match programmed names (check all).
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H. Correct quantities held in a single pan (check all grilled products in holding cabinet).
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I. Grilled products are held with a metal lid (check all).
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J. Grilled products are staged/held correctly in drawers.
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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)
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Crispy Chicken Fillet Temperature
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A. Crispy Chicken Fillet is slightly crispy on the outside, fried to a golden brown color, is warm to hot on the inside <br> and moist / juicy. Temperature is 140°F or higher.
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Spicy Chicken Fillet Temperature
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B. Spicy Chicken Fillet is slightly crispy on the outside, fried to a golden brown color, is warm to hot on the inside <br> and moist / juicy. Temperature is 145°F or higher .
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Crispy Chicken Strip Temperature
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C. Crispy Chicken strips are slightly crispy on the outside, fried to a golden brown color, is warm to hot on the inside <br> and moist / juicy. Temperature is 140°F or higher.
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Crispy Chicken Fillet Temperature
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Spicy Chicken Fillet Temperature
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Crispy Chicken Strip Temperature
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QU 2-8. HOLDING CABINET TEMPERATURES - All holding cabinets maintain required temperature.
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A. Holding bin temperatures are within +/- 10°F of target temperatures. (Upper 270°F Lower 185°F)
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B. Long Stem Surface Prove Thermometer must be available to evaluate temperature of holding units.
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QU 2-9. FRY BIN - Fry bin (fried) items staging procedures meet specifications.
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A. Hold times are “on” for all holding products.
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B. All products are within proper hold time – no expired items (unless used for an order on the screen).
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C. All products should have correct hold times programmed.
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D. Resetting times for held products not observed.
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E. FIFO practiced to use oldest product first.
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F. Based on visual observation ingredient(s) look fresh and meet quality standards.
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G. Products not stored in packaging unless there is an order on the screen for immediate use.
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H. Products staged in correct smallwares and correct quantities.
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2-10 Taco
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QU 2-10. TACOS - Hot, fresh, and crispy tacos fried, assembled, and staged per specifications; taco station maintained for quality and quick.
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A. Tacos not held past hold time
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B. Correct hold times are programmed and in use to ensure 5 minute hold time in the fry bin.
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C. Once fried, rack tilted sideways for 5 to 10 seconds to allow excess oil to drain into fryer (and minimize <br> greasiness of tacos).
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D. Taco packaging is clean and presentable (free of excessive taco sauce or grease).
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E. Tacos are not served with broken shells or cracks greater than 1 ½".
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F. Tacos are sauced edge-to-edge.
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G. Shredded lettuce on assembled Tacos is portioned correctly (3/4 ounces to 1 ounce). Refer to visual on the Taco <br> Acceptability Chart (TDC# 1270).
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H. Shredded lettuce at Taco Assembly station is fresh, crisp, and dry.
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I. Only thoroughly defrosted tacos are fried.
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J. Fried in correct fry rack.
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K. Taco assembly rack in place and used for lettuce, cheese portioning, assembly of tacos.
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QU 2-11. FRIED PRODUCTS - FRYING - Fried products are cooked to specifications.
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A. French Fry and Curly Fry baskets are filled only half way (or less) to ensure thorough cooking.
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B. Fry basket covers used when required (nuggets, Churros, egg rolls, stuffed jalapeños, crispy and spicy filets, and <br> when cooking single chicken patty in basket).
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C. Items held in frozen or refrigerated state until fried (not held at room temperature).
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D. Mid cycle shake times occur to minimize product sticking.
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E. Correct fry baskets/racks, lids, and batch sizes are used.
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QU 2-12. FRIED PRODUCTS - DRAINING & REMOVING - Fried products are properly drained and removed to ensure quality and presentation.
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A. After fry cycle, baskets are gently shaken to drain the oil from the products.
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B. Fried products are immediately packaged or staged and not left in fry baskets or racks.
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C. Fried products are transferred with tongs. Ingredients are not dumped directly into packaging to prevent <br> excessive oil from getting onto packaging.
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D. French fries are properly salted.
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QU 2-13. OIL QUALITY - Oil quality maintained to ensure fresh tasting fried products.
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A. Skimming – fryer oil skimmed as needed to prevent oil degradation and remove particles from sticking to other <br> products that are being fried.
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B. Smoking Oil – oil not smoking excessively, which often indicates expired oil.
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C. Oil Temperature at 365° +/- 15°F. Evaluate at least one vat using the restaurant’s infrared thermometer or an <br> immersion probe.
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D. Oil Level – oil quantity is at approximately the correct level as indicated by the min/max lines in the fry vats.
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E. Equipment being maintained – clear evidence of ongoing filtering, cleaning, and heavy carbon removal.
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QU 1-5. PREPPED ITEMS READY FOR "GRAB & PLACE" - All prepped items at the assembly line meet quality and are ready for "grab & place".
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A. Prep items are ready for "grab and place" for Assembly Team Member.
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B. Quality to standard – team member does not have to sort through or discard unacceptable product.
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C. Slice tomatoes are stacked flat, not sideways to protect slice integrity.
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D. Ingredients not filled higher than fill line on pans.
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QU 2-14. BREADS - Buns, breads, croissants, biscuits, and sourdough bread stored, handled, buttered, and toasted to specifications.
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A. Split Top and Regular buns, are held in closed / sealed bags – except for what is being used for current shift / <br> next hour.
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B. Buns are not smashed after toasting.
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C. Buns are toasted to order, not staged at/or near toaster if no orders appear on the kitchen (KDS) monitor.
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D. Proper buttering procedure followed with BFVO (Butter Flavored Vegetable Oil).
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E. Teflon sheet in the contact toaster is free of buildup and in good condition.
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F. Split Top and Regular buns are toasted with a full and even coat of butter applied, 80%+ of surface toasted to a <br> golden brown, not burnt, bun not smashed after coming out of contact toaster.
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QU 2-15. BREADS - BRIOCHE, CROISSANTS, & BISCUITS - Brioche, croissants, and biscuits are stored, handled, buttered (only biscuits), and toasted to specifications.
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A. Brioche buns, croissants, and biscuits, are held in closed / sealed bags – except for what is being used for <br> current shift / next hour.
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B. Buns/breads are not smashed after toasting.
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C. Buns should be toasted to order, not staged at/or near toaster if no orders appear on the kitchen (KDS) monitor.
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D. Batch toaster spatula is stored under crumb tray when not in use.
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E. Bread items are toasted to standards.
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QU 2-16. BREADS - SOURDOUGH - Sourdough bread is stored, handled, buttered, and toasted to specifications.
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A. Sourdough bread is held in closed / sealed bags – except for what is being used for current shift / next hour.
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B. Sourdough bread is not smashed after toasting.
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C. Sourdough bread is toasted to order, not staged if no orders appear on the kitchen (KDS) monitor.
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D. Teflon sheet in the bread griller is free of buildup and in good condition.
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E. Proper buttering procedure followed with BFVO (Butter Flavored Vegetable Oil).
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F. Sourdough bread slices are buttered and toasted to standard.
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QU 2-17. SAUCING EDGE-TO-EDGE - Saucing on sandwiches is 'edge-to-edge'.
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A. Saucing is evenly spread from edge-to-edge of breads and buns.
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B. Mayonnaise is evenly spread across bun or bread.
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C. Sauce bottles on line have correct tips
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2.18 Microwave
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QU 2-18. MICROWAVE PROGRAMMING - Microwave cook times are programmed correctly.
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A. Buttons programmed correctly. Check a minimum of one programmed microwave button against job aids.
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B. Team members pressing correct buttons to fully melt/cook ingredients.
BACK OF THE HOUSE - QUICK
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Rush ready
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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.
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A. Team Workstation Daily Planners in place and in use.
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B. ‘All hands-on deck’ in guest service positions during peak periods
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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 <br> clearly heard.
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TS 7-4. RUSH READY - EQUIPMENT - Minimum, core equipment is in place, maintained, programmed, set-up according to specifications and functioning as designed.
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A. 4 fry vats in place.
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B. Clamshell or Flat grill.
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C. 3 cooking presses, free of build up, ready to use (applies to flat grill).
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D. 2 POU refrigerators, minimum.
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E. 2 POU freezers, minimum.
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F. 1 High Contact toaster.
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G. 1 Sourdough toaster.
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H. 2 Batch toasters.
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I. 2+ Microwaves.
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J. Holding Cabinets with 12+ bays/slots available
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QK 1-6. BUILD-TO CHARTS - Precooking/staging/build-to in place including posting, adjusting, and using build-to charts
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A. Build-to and precooking are in place. Cook to order practices are generally not observed, except for zero <br> items on the Build-to charts.
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B. Team members using build to chart system – pre-cooked amount of product on build to chart are staged in <br> holding cabinets and fry bins.
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C. Build-to charts are posted for correct day and daypart. Adjusted if applicable.
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D. "Stop and Drop” is used for “zero” items within 30 seconds of being ordered by guest or instructed by PIC or <br> Guest Service Team Member.
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TS 7-5. BUILD-TO CHART & STAGING TEAM MEMBER KNOWLEDGE
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A. Grill or Fryer Team Member can explain build to and staging procedures.
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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
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A. Grill or Fryer Team Members can explain when to stop and drop and ‘zero’ items.
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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.
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A. Team should be staffed to effectively take, make, or serve majority of orders within Quick standards. (Refer <br> to kitchen display screen to evaluate Order to Delivery times. (Few to no orders should be more than 6 <br> minutes).
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B. Guests are not put on hold.
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C. Team Members are proficient in their primary positions to achieve Guest Quick times and maintain clean <br> standards. Allow for training of a new Team Member. However, the Team Members currently working the <br> shift should be proficient with a sense of urgency and minimal mistakes or confusion.
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Work Station Positioning
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QK 1-7. WORKSTATION POSITIONING - Workstation position principles (deployment) and Guest priority sequence in place to enable 'Quick' and Guest standards.
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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.
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B. Workstation Chart is posted for current day and daypart.
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C. Deployment on Workstation Position Chart is assigned in consecutive order without skipping any numbers
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D. Team Members are working their designated positions.
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7.7 PIC leading team
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TS 7-7. PIC LEADING TEAM - PIC is actively leading the shift and team to achieve 'Quick' and Guest Experience standards
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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.
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B. PIC can be seen and heard leading this shift.
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C. PIC Daily Planner is current, posted, and in use during the shift.
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D. PIC is observed verifying (verbally or visually) build-to levels during the shift.
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E. PIC observed completing or ensuring the Guest Expectation Travel Path gets complete at least once during the review.
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TS 7-8. PIC LEADERSHIP KNOWLEDGE QUESTION
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A. Tell me how you lead a shift to ensure a consistently great Guest Experience?
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B. Tell me, how do you handle Guest complaints?
DINING ROOM - WARM & FRIENDLY
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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.
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Enter Greet Time 1
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Enter Greet Time 2
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A. Two separate, consecutive Guest interactions in dining room meet standard for Greet time. Both must achieve target to earn 5 points.
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Enter Greet Time 1
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Enter Greet Time 2
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QK 1-4. DINING ROOM 'QUICK' TIME - Dining room quick time of 5:00 minutes or less achieved.
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Quick time 1
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Quick time 2
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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.
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Quick time 1
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Quick time 2
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WF 4-7. FRIENDY DINING ROOM ORDERING SERVICE - Dining Room Team Members provides warm friendly greeting and hassle free order taking. <br>*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.
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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.
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B. During order process Team Member speaks clearly, is helpful, can make suggestions, and answer questions.
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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.
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WF 4-8. GUEST FOCUSED - Dining Room Team Member is attentive and focused on Guests needs.
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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).
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B. Team Member provides an exiting 2-part thank you/farewell when able (i.e "thank you, have a nice day").
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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.
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A. When Team Members see an opportunity to help Guests they do so. Examples: opening doors, refilling beverages, inquiring about uneaten food.
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B. Table touches in place - Team Members speak with Guests during dining experience to ensure expectations met.
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C. Team Members learn and use Guest’s names and favorite orders.
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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!"
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4.10 Uniform
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WF 4-10. UNIFORMS - All Team Members, including PICs are in Guest ready uniform.
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A. All position Team Member have complete (all items) and approved uniform.
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B. Uniforms are clean, free of stains and excessive fading or damage.
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C. Uniforms fit properly (not too tight and not too loose).
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D. Jackets or sweaters are Jack branded or solid black or gray (unbranded)
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E. Name tags are correct and visible – even if wearing an apron, jacket, or sweater.
DINING ROOM - CLEAN & CONDITION
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DC 5-1. DINING ROOM - CEILING TILES, VENTS, & LIGHTING - Dining room ceiling tiles, vents, and lighting is clean and in good condition.
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A. Ceiling tiles and vents are clean, free of mold, and in good condition.
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B. Lighting (all lighting matching and lit) clean and in good condition
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DC 5-2. DINING ROOM - WALLS & DÉCOR - Dining room walls and décor are clean and in good condition.
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A. Walls (to include) exterior fireplace walls) are clean and in good condition.
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B. Décor is approved, clean, and in good condition.
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DC 5-3. DINING ROOM - WINDOW LEDGES, SILLS, & BLINDS - Dining room window ledges, sills, and blinds are clean and in good condition.
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A. Window sills/ledges are clean and in good condition.
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B. Blinds are clean and in good condition.
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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.
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A. Floors, corners, areas under tables, covings, baseboards, and mats are clean, free of buildup, and in good condition.
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B. Wet floor signs are clean and in good condition. Being used appropriately and not left out after floors are dry.
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C. Spills are quickly addressed.
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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.
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A. Tables are clean and in good condition (no more than 3 dirty tables for longer than 5 minutes).
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B. Dining room seating, chairs, and high chairs are clean and in good condition. Minimum of 2 high chairs are available.
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C. Tables and chairs are stable and level. Folded napkins are not used to stabilize table legs.
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D. Table and chair legs are free from buildup.
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E. Dining room dividers are clean and in good condition.
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F. Trash receptacles are clean, in good condition, and not full or overflowing.
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DC 5-6. FRONT COUNTER AREAS - Menu board, front counter drink, and condiment stations stocked and are reasonably clean, in good condition.
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A. All front counter Point of Purchase (POP) is clean, current, and in good condition (no hand- written or unapproved typed signs).
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B. Menu board is fully lit, clean, and in good condition.
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C. Front counter Point of Sale (POS) elements and monitors are clean, free of dust buildup, and in good condition.
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D. Drink machine and condiment stations are reasonably clean and in good condition.
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E. Drink machine and condiment stations stocked
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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.
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A.The kitchen appears clean, organized, and clear of unnecessary clutter from Guest view.
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B. Guest facing posted job aids are minimal (less than 5), legible, clean, and relevant to positions.
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DC 5-8. DINING ATMOSPHERE & AMBIANCE - Dining atmosphere and ambiance are comfortable, dining room is free of abnormal odors.
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A. Temperature (not unreasonably warm or cold).
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B. Music (not missing, too low, or too loud).
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C. Clean smell – no abnormal odors.
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D. Team Member dialogue professional – not overly loud, disruptive to Guest experience.
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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.
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A. Restrooms are in good condition, clean and free of buildup on floors, doors/kick plates, fixtures, sinks, toilets/ urinals, walls, partitions, etc.
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B. Restrooms are properly stocked (soap, towel dispensers, toilet paper).
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C. Trash receptacles are clean, lined, in good condition, and not overflowing.
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D. Restroom sink(s) have hot and cold running water.
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E. Restroom fixtures are in good repair and functioning as designed.
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F. All lighting is lit, clean and in good condition.
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G. Baby changing station is clean and in good condition.
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H. Sanitary receptacles in place (if applicable), clean and not overflowing.
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I. Restrooms have mirrors; mirrors and frames are clean.
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J. Restrooms have properly functioning ventilation and ventilation/fan covers are clean.
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K. Adequate water pressure at fixtures.
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L. Handwashing job aid (TDC#1041) is posted.
EXTERIOR - CLEAN & CONDITION
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EC 6-1. EXTERIOR SIGNAGE & LIGHTING - All exterior brand signage, lighting clean and in good condition.
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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.
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B. All exterior poles and support items connected to signage is clean and in good condition.
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C. All lighting is working, turned on after dark (including any signage lighting).
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D. Flags and flag poles in good condition. Flags are not torn, frayed or faded.
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E. No handwritten or unapproved typed signs in Guest view unless allowed by brand.
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EC 6-2. EXTERIOR POP - Exterior POP elements are current, clean, in good condition, not faded, and correctly applied.
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A. All POP is current (including flags), clean, and in good condition, free of fading, bubbles, and pealing corners.
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B. Hours of operation current and in good condition.<br>*Hours of operations are required to be posted at the drive-thru and at one main dining room entrance.<br>
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C. No noticeable missing POP elements.
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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.
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A. Building exterior walls are reasonably clean and in good condition (i.e. free of buildup, grime, or splatters).
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B. Back door(s) are reasonably clean and in good condition. Back door area clear of pallets, bread racks, or miscellaneous items.
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C. Exterior building roof, awnings, fascia, mansard, soffit, rain gutters, and down spout reasonably clean, in good condition, and free of bird’s nests.
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D. Perimeter fencing reasonably clean and in good condition.
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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.
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A. Doors, door frames, push bars, and thresholds reasonably clean and in good condition, and functioning as designed, doors open and close properly.
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B. Back doors are closed when not in use
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C. Windows and exterior window ledges all the way around the building are reasonably clean and in good condition.
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D. Entry door is not over cluttered with POP, clings, signage and all in good condition.
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EC 6-5. PARKING LOT - Parking lot is clean and in good condition, parking bumpers not damaged.
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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.
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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.
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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).
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D. Parking lot striping and curbs in reasonably good condition (no excessive chipped or faded paint).
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E. Handicap parking areas/ramps properly identified.
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EC 6-6. SIDEWALK, PATIO, & EXTERIOR FURNITURE - Sidewalk, patio, and exterior furniture are clean and in good condition.
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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.
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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).
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C. Sidewalks are free of grass or weeds, snow or ice buildup (if applicable).
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D. Wet floor signage or cones in Guest view are in active use (not left out on dry surfaces).
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E. Patio railing is clean and in good condition.
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EC 6-7. EXTERIOR TRASH RECEPTACLES - Trash receptacles, not full, free of damage, denting, excessive paint chipping or fading.
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A. Exterior trash cans/receptacles and cigarette receptacles are not full, overflowing.
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B. Trash cans/receptacles are reasonably clean and free of grime.
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C. Trash cans/receptacles are in good condition, not damaged, excessively faded or chipped paint.
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EC 6-8. LANDSCAPING - Landscaping area is reasonably clean, free of bare or dead grass, plants or areas.
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A. Landscaping in good condition and reasonably clean. Grass is cut, bushes and hedges are edged. No overgrown bushes or trees touching the building.
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B. Four or fewer total pieces of trash throughout all landscaping areas.
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C. Minimal to no cigarette butts (10 or fewer) in one area such as the drive-thru menu board landscaping area.
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D. No more than 3 dead plants or 3 large areas of dead or bare spots of grass in landscaping area.
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E. Free of excessive weeds (fewer than 5).
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F. Shrubs and trees trimmed as needed, not overgrown.
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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.
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A. Drive-thru preview board and components are in good condition and reasonably clean (plexiglass, T-bars/dividers, hardware, metal plastic, numbers, etc.).
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B. Menu boards are illuminated after dark.
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C. Free of excessive dust/dirt, buildup, stains, stickers, or gum.
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D. Free of excessive fading or chipped paint, and components are not broken or missing.
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E. Menu Panels, T-bars/dividers, numbers are straight, not crooked.
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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.
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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.).
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B. Menu boards are illuminated after dark.
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C. Free of excessive dust/dirt, buildup, stains, stickers, or gum.
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D. Free of excessive fading or chipped paint, and components are not broken or missing.
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E. Order confirmation screen and speaker are working, can clearly hear speaker and clearly see order on screen.
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F. Order menu panels, T-bars/dividers, numbers are straight, not crooked.
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EC 6-12. DRIVE-THRU LANE & CURBS - Drive-thru lane and curbs clean and in good condition.
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A. Three or fewer pieces of trash, spills, stains, soil/grease buildup in the drive-thru lane, cement, asphalt, and curbs.
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B. Drive-thru lane, cement, asphalt, and curbs are free of weeds, and excessive (10 or fewer) unscraped gum buildup.
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C. Cement, asphalt, and curbs are in good condition, no excessive fading or chipped paint.<br>• Asphalt and cement don't have crumbling sections greater than 6".<br>• Potholes no greater (8" wide/ 2" deep).<br>• No significant cracking or other damage impacting Guest vehicles.
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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.
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A. Drive-thru windows, window frames, window ledges, and POP hardware is clean and in good condition.
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B. Fly fan is clean and in good condition.
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C. Wall area around and cement area below service window are clean and in good condition.
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D. No handwritten or unapproved typed signs.
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EC 6-14. GRAFFITI - Exterior and interior premises is free of graffiti.
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A. In totality the entire exterior and interior of the premises has fewer than 5 graffiti markings.
TRAINING & KEY SYSTEMS IN PLACE
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TS 7-1. TRAINING & CERTIFICATION - Management and Team trained and certified on required brand standards.
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A. Training tablet in place, charged, and functioning as designed.
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B. Training system in place to certify Team Members on brand operating standards.
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C. Certified Team members know the correct standards and are certified for proficiency.
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D. PIC can show proof of certification in training system for Team Members working the shift.
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E. PIC or Team Member can correctly explain training process or refer to Jenius.
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TS 7-2. SHIFT CERTIFICATION - All shifts have certified management or PIC leading the shift (Team Leaders).
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A. All shifts have certified management, Team Leaders.
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TS 7-3. PROMOTION TRAINING & CERTIFICATION - Current Promotion Training and Certification to specifications.
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A. Team Members demonstrating correct behaviors and execution of new products.
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B. Current new product training poster and job aids are posted.
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C. Team Members have been certified in Jenius for current promotion.