OLDWEST INTERNAL SERVICE AUDIT 2018 FOH

• OWC QUARTER AUDIT

• LOCATION

• DATE

  Date

• CONDUCTED BY

• MANAGERS

• TRAINERS

First Impressions

• As a guest walks into the restaurant, is it made warm and inviting by the FOH staff?

  Yes

  No

  N/A

• On first impression, are team members neat and clean?

  Yes

  No

  N/A

• Are the lighting and music levels appropriate?

  Yes

  No

  N/A

• Is the parking lot free of debris, trash and build-up?

  Yes

  No

  N/A

• Is the external lighting appropriate and correctly directed?

  Yes

  No

  N/A

• Is the staff staying busy at all times helping guests and other team members?

  Yes

  No

  N/A

• Is the pavement outside clean and safe to navigate?

  Yes

  No

  N/A

• Are the windows clean and free of advertising material and unapproved notices?

  Yes

  No

  N/A

• Are accesses to the restaurant, front and back, clear of clutter and clean?

  Yes

  No

  N/A

• Is disabled access available and appropriate?

  Yes

  No

  N/A

• Is the service alley area clean and uncluttered, on top, underneath and/or inside?

  Yes

  No

  N/A

• Is the decor in the dining area clean and dusted? In good repair? Missing decor or empty spots?

  Yes

  No

  N/A

• Is the flooring clean and free from spills, build-up, stains, debris or marks?

  Yes

  No

  N/A

• Is the restaurant easy to navigate through the tables and chairs?

  Yes

  No

  N/A

• Are the tables and chairs clean, free from stains, gum or build-up, and in good repair?

  Yes

  No

  N/A

• Are the light fixtures,windows, and ceiling clean and in good condition?

  Yes

  No

  N/A

• Does the restaurant smell and have an overall appearance of being fresh and clean?

  Yes

  No

  N/A

RESTROOMS

• Are the toilets fresh smelling and CLEAN,CLEAN,CLEAN?

  Yes

  No

  N/A

• Is air freshener present?

  Yes

  No

  N/A

• Are the levels of soap, sanitizer, towels, and toilet paper appropriate in all restrooms?

  Yes

  No

  N/A

• "Employees Must Wash Hands" sign posted?

  Yes

  No

  N/A

• Are the mirrors, fixtures, walls, doors, and floors clean and in good repair in the restrooms?

  Yes

  No

  N/A

• Is decor clean and in good repair?

  Yes

  No

  N/A

• Are “Wet Floor” signs clean and in good repair, used as necessary?

  Yes

  No

  N/A

Service

• On initial approach to the table is the greeting prompt and courteous?

  Yes

  No

  N/A

• Did the server introduce themself to the guest upon arrival at the table?

  Yes

  No

  N/A

• Are correct menus offered? Children are given "Kids Menus" and "crayons, and drinks with lids and straws?

  Yes

  No

  N/A

• Is the silverware placed before the guests are seated?

  Yes

  No

  N/A

• Is the offering of a beverage quick and are all refills handled timely and efficiently?

  Yes

  No

  N/A

• Is the FOH staff friendly and eager to take care of guests? Do they have a sense of urgency to help with the needs of the guest?

  Yes

  No

  N/A

• Is the food presented correctly, with the proper condiments, at the right temperature?

  Yes

  No

  N/A

• Are guests given appropriate condiments before their meals arrive? (Syrup for flapjacks, oatmeal setup, all different sweeteners available, etc...)

  Yes

  No

  N/A

• Are plates and glassware handled appropriately and in a sanitary manner? (Glasses not handled by rim, hands not touching food items on plates, etc...)

  Yes

  No

  N/A

• Is all the drink-ware clean, free of spots, chips, and discolorations?

  Yes

  No

  N/A

• Are tables fully cleared upon completion of meal? (Pre-bussed per OWC standards)

  Yes

  No

  N/A

• Is the bill presented to the table in a timely and correct manner at pre-bus in accordance with OWC standards?

  Yes

  No

  N/A

• Do staff outline discounts, senior discounts and/or other promotions to the guest?

  Yes

  No

  N/A

• Is the check processed in a quick and efficient manner by the server in accordance with OWC Standards?

  Yes

  No

  N/A

• Is the guest "thanked and asked to return" upon departure? Is the MIC requested by servers and hosts to solve issues at table?

  Yes

  No

  N/A

Your Staff

• Are guests greeted by the host promptly, energetically and courteously?

  Yes

  No

  N/A

• Is the host organized and using the guest seating chart as defined by OWC standards?

  Yes

  No

  N/A

• Are guests shown to tables in a courteous and prompt manner?

  Yes

  No

  N/A

• Are guests seated quickly and in order of which they came?

  Yes

  No

  N/A

• Are staff easy to identify (e.g. uniform, apron, company logo, bandanas)?

  Yes

  No

  N/A

• Are the menus clean and in good repair?

  Yes

  No

  N/A

• Is the FOH staff friendly and go out of their way to exceed guest expectations? ( Get a snack for a fussy baby, retrieve a needed highchair, help a guest with the door, etc...)

  Yes

  No

  N/A

• Are the staff trained to answer phone inquiries and take to go orders correctly and consistently?

  Yes

  No

  N/A

• Is there a staff member assigned to "make ready" all to go orders?

  Yes

  No

  N/A

• Are table visits performed on a consistent basis by the MIC? Is the managers presence on the floor consistent and continuous?

  Yes

  No

  N/A

• Are complaints handled by the MIC? Does the staff retrieve the MIC in difficult situations or by guest request?

  Yes

  No

  N/A

• Are daily and weekly cleaning lists posted and completed everyday?

  Yes

  No

  N/A

• Are FOH uniforms to OWC standard? (Belts, shirt clean and unwrinkled, jeans without holes/tears and clean, jewelry appropriate, etc...)

  Yes

  No

  N/A

• Is there a natural rapport within the dining room between staff and guest?

  Yes

  No

  N/A

• Are staff knowledgable and helpful with product selection?

  Yes

  No

  N/A

• Do staff have sufficient knowledge and training to explain the menu including coffee bar training?

  Yes

  No

  N/A

• Do staff up sell starters and side condiments and coffee bar?

  Yes

  No

  N/A

• Do staff anticipate the customer's needs during the meal?

  Yes

  No

  N/A

• Is the overall level of energy, organization, efficiency, timing, speed, communication and speech within the dining room appropriate?

  Yes

  No

  N/A

• On leaving the restaurant are guests politely thanked by the server and told of any loyalty scheme?

  Yes

  No

  N/A

• Are cashiers, hosts and servers observing and following floor rules about cell phone usage?

  Yes

  No

  N/A

BUSSERS

• Are bussers cleaning tables within 30 seconds?

  Yes

  No

  N/A

• Are bussers cleaning tables and seating to meet OWC standards?

  Yes

  No

  N/A

• Are bussers setting table with silverware/napkins/condiments after cleaning?

  Yes

  No

  N/A

• Are bussers in correct uniform, neat and clean?

  Yes

  No

  N/A

OWC TRAINING PROGRAM

• Is orientation complete by MIC?

  Yes

  No

  N/A

• Are all managers certified by Serv-Safe Program? Is it appropriately posted out of guest view?

  Yes

  No

  N/A

• Are trainers scheduled at appropriate times to train new hires?

  Yes

  No

  N/A

• Is all new hire paperwork completed and filed in a timely and correct manner?

  Yes

  No

  N/A

• Application?

  Yes

  No

  N/A

• W-4?

  Yes

  No

  N/A

• I-9?

  Yes

  No

  N/A

• Employee Handbook?

  Yes

  No

  N/A

• New Hire Worksheet?

  Yes

  No

  N/A

• Employee number?

  Yes

  No

  N/A

• Uniform Standards?

  Yes

  No

  N/A

• Meal, breaks, and smoking policy?

  Yes

  No

  N/A

• Tips and wages policy?

  Yes

  No

  N/A

• Trainee Workbook?

  Yes

  No

  N/A

• Is approved OWC Training Program followed daily for New FOH staff by trainers and management?

  Yes

  No

  N/A

• HOSTS?

  Yes

  No

  N/A

• SERVERS?

  Yes

  No

  N/A

• CASHIERS?

  Yes

  No

  N/A

• Are all state, federal, hotline, and in house posters displayed correctly?

  Yes

  No

  N/A

• Is disciplinary action taken and recorded for inappropriate behavior/failing tests/poor performance by trainee?

  Yes

  No

  N/A

• Are training tests administered and graded properly by Trainers?

  Yes

  No

  N/A

• Are trainers/managers leading by example? (Following policy, positive guest and employee interaction, etc...)

  Yes

  No

  N/A

• Does MIC discuss evaluations with trainee at end of each training day?

  Yes

  No

  N/A

• Do all staff members have a current food handlers card within 2 weeks of employment?

  Yes

  No

  N/A

• Is at least one trainer scheduled and working every shift?

  Yes

  No

  N/A

• Do staff have sufficient knowledge and training to explain the menu?

  Yes

  No

  N/A

• Do all trainers work a minimum of 32 hours per week based on the previous 6 week period?

  Yes

  No

  N/A

DINING ROOM CLEANLINESS AND ORGANIZATION

• Does the MIC give direction to the team on cleanliness expectations on a daily basis?

  Yes

  No

  N/A

• Are there an appropriate amount of team members scheduled and working in FOH per OWC standards?

  Yes

  No

  N/A

• SERVERS?

  Yes

  No

  N/A

• HOSTS?

  Yes

  No

  N/A

• CASHIERS?

  Yes

  No

  N/A

• BUSSERS?

  Yes

  No

  N/A

• Is waiting area clean and organized? Benches/seating clean?

  Yes

  No

  N/A

• Are weekly and daily cleaning duties posted and followed appropriately?

  Yes

  No

  N/A

• CASHIERS?

  Yes

  No

  N/A

• HOSTS?

  Yes

  No

  N/A

• SERVERS?

  Yes

  No

  N/A

• Are tables and chairs clean?

  Yes

  No

  N/A

• Is all wall decor dusted and clean?

  Yes

  No

  N/A

• Are all overhangs, fences, statues, and columns clean?

  Yes

  No

  N/A

• Chemicals and cleaners are stored in designated areas?

  Yes

  No

  N/A

• Storage closets are clean and organized?

  Yes

  No

  N/A

• Water Heater closet is free of product, trash, debris, and chemicals?

  Yes

  No

  N/A

• Is host stand/area clean and organized?

  Yes

  No

  N/A

• Are menus clean and in good repair?

  Yes

  No

  N/A

• Is cashier stand clean and organized?

  Yes

  No

  N/A

• Is decor at cash stand clean, organized, appropriate, and in good repair?

  Yes

  No

  N/A

• Is foyer clean, organized and free from debris and trash?

  Yes

  No

  N/A

• Dining room floors are free from trash and debris while open for business?

  Yes

  No

  N/A

• Are dining floors clean and free from marks, debris, and grime? Are corners clean?

  Yes

  No

  N/A

• Team members pick up trash and debris as they walk on floor?

  Yes

  No

  N/A

• Are dining room floors under tables swept and mopped on a daily basis?

  Yes

  No

  N/A

• Are all walls clean and free from splatter, dust and grease?

  Yes

  No

  N/A

• Are appropriate condiments available on all tables?

  Yes

  No

  N/A

• Are condiment holders/containers clean and in good repair?

  Yes

  No

  N/A

• Ketchup?

  Yes

  No

  N/A

• Jalapeno Ketchup?

  Yes

  No

  N/A

• Syrup?

  Yes

  No

  N/A

• Sugar?

  Yes

  No

  N/A

• Salt and pepper?

  Yes

  No

  N/A

• Jellies/Jam?

  Yes

  No

  N/A

• Multiple flavors available on each table?

  Yes

  No

  N/A

• Sweetener packet container?

  Yes

  No

  N/A

• Tobasco/Cholula?

  Yes

  No

  N/A

• Syrup is cleaned between uses and brought to guest as needed? Not left on empty table?

  Yes

  No

  N/A

• Are there bugs or debris in light lenses?

  Yes

  No

  N/A

• Are hanging pendant lights clean and lit appropriately?

  Yes

  No

  N/A

• Are can lights lit?

  Yes

  No

  N/A

• Silverware is rolled and placed on all tables throughout the day and at end of day?

  Yes

  No

  N/A

• Does dining room smell fresh and clean?

  Yes

  No

  N/A

• Trainers/MIC completes final checkout at end of day for Hosts, Cashiers, Servers, and Bussers?

  Yes

  No

  N/A

SERVER AREA CLEANLINESS AND ORGANIZATION

• Are floors in the server area swept/eliminated of debris throughout the shift?

  Yes

  No

  N/A

• Are floors and walls cleaned underneath and behind all the equipment in the server area?

  Yes

  No

  N/A

• Is the deployment chart utilized on a daily basis?

  Yes

  No

  N/A

• Does the staff keep the expo window clean and free from obstructions?

  Yes

  No

  N/A

• Are paper goods/to go bags stocked to appropriate levels?

  Yes

  No

  N/A

• Is product on salad line fresh and stocked to appropriate levels?

  Yes

  No

  N/A

• Are staff members observed washing hands when necessary?

  Yes

  No

  N/A

• Does the team practice "clean as you go" throughout the shift?

  Yes

  No

  N/A

• Does the team follow "First In - First Out" OWC Standards?

  Yes

  No

  N/A

• Are all approved containers labeled with product name?

  Yes

  No

  N/A

• Is all server equipment/smallwares clean, organized and in good repair?

  Yes

  No

  N/A

• SALAD LINE?

  Yes

  No

  N/A

• Product labeled correctly?

  Yes

  No

  N/A

• Thermometer present and in clear view?

  Yes

  No

  N/A

• SERVER REFRIGERATOR?

  Yes

  No

  N/A

• Product labeled correctly?

  Yes

  No

  N/A

• Thermometer present and in clear view?

  Yes

  No

  N/A

• WORK TOP REFRIGERATION?

  Yes

  No

  N/A

• Product labeled correctly?

  Yes

  No

  N/A

• Thermometer present and in clear view?

  Yes

  No

  N/A

• TEA MACHINES?

  Yes

  No

  N/A

• Is Sweet Tea "Sweet" per OWC Standard and recipe?

  Yes

  No

  N/A

• COFFEE BREWERS?

  Yes

  No

  N/A

• COFFEE CUPS STORED PROPERLY, CLEAN AND ORGANIZED?

  Yes

  No

  N/A

• BUSSER STATION/CART?

  Yes

  No

  N/A

• JUICE MACHINE?

  Yes

  No

  N/A

• Product labeled correctly?

  Yes

  No

  N/A

• SODA MACHINE?

  Yes

  No

  N/A

• GLASSES STORED PROPERLY, CLEAN AND SPOT-FREE?

  Yes

  No

  N/A

• EXPO LINE?

  Yes

  No

  N/A

• Are proper plates, spoons, bowls, and souffle cups stocked on expo line?

  Yes

  No

  N/A

• POS STATIONS/PRINTERS/IPODS/IPADS?

  Yes

  No

  N/A

• HAND SINK AREA CLEAN AND ORGANIZED?

  Yes

  No

  N/A

• Soap available?

  Yes

  No

  N/A

• Sanitizer available?

  Yes

  No

  N/A

• Disposable hand towels available?

  Yes

  No

  N/A

• "Employees must was hands" Sign posted?

  Yes

  No

  N/A

• Are all FOH beverages in an OWC approved covered to go cup with a straw?

  Yes

  No

  N/A

• All shelving organized and clean?

  Yes

  No

  N/A

• Is all product labeled?

  Yes

  No

  N/A

• Are floor drains clean?

  Yes

  No

  N/A

• Are ceiling vents clean?

  Yes

  No

  N/A