OSSE - SPK - Customer Journey - Q3

• Venue

• Conducted on

  Date

Sign Off

• Prepared by

  Sign

• Duty Manager

  Sign

• Is the venue well lit on approach?

  Yes

  No

  N/A

• Is approach free from any obvious maintenance issues - eg broken tiles, cracked glass panes, missing door handles, peeling paint etc?

  Yes

  No

  N/A

• Is signage illuminated and in good order? (no missing letters, discolouration etc)

  Yes

  No

  N/A

• Is the external area clear of weeds, cigarette butts and general litter? (has it been swept this morning)

  Yes

  No

  N/A

• Is site A-board in good order?

  Yes

  No

  N/A

• Are there illuminated poster frames/messaging boards?

  Yes

  No

  N/A

• Is all POS in date and relevant?

  Yes

  No

  N/A

• Are Reasons To Visit Clearly Displayed as external messaging?

  Yes

  No

  N/A

• Walking past this venue would you be tempted to visit?

  Yes

  No

  N/A

Entering the Venue

• Are there door stewards on duty?

  Yes

  No

  N/A

• Are they dressed in uniform with SIA badge on display?

  Yes

  No

  N/A

• Are they welcoming guests on entry?

  Yes

  No

  N/A

• On entering the venue are local ROTW, 1 food message and 1 drink message evident?

  Yes

  No

  N/A

• Is the Duty Manager easily identified and dressed in smart casual wear?

  Yes

  No

  N/A

• Is there a manager leading the shift?

  Yes

  No

  N/A

• Is the manager on the floor and on hand to deal with any customer queries?

  Yes

  No

  N/A

• Is the manager able to discuss the days bookings?

  Yes

  No

  N/A

• Are customers acknowledged on entering to the venue if visible to team members?

  Yes

  No

  N/A

• Are all team members in uniform? T-shirt w/ site logo

  Yes

  No

  N/A

• Is there a shift plan available?

  Yes

  No

  N/A

Atmosphere

• Are lighting levels appropriate for the time of day?

  Yes

  No

  N/A

• Are all light bulbs working?

  Yes

  No

  N/A

• Are all TV's working and on?

  Yes

  No

  N/A

• Are TV's showing relevant sport or advertising?

  Yes

  No

  N/A

• If commentary is playing, is it audible for the whole venue?

  Yes

  No

  N/A

• Is the music at the correct level? (during the day - music is distinguishable above the sound of people talking ie you can hear them speaking but not what they are saying if they are over 10ft away)

  Yes

  No

  N/A

• Is the temperature appropriate? eg are customers sitting with multiple layers on or is it too warm

  Yes

  No

  N/A

• Is Venue free from any obvious unpleasant odours?

  Yes

  No

  N/A

Internals - floor

• Is the floor clear of empty glass and tableware?

  Yes

  No

  N/A

• Are any available tables wiped and reset ready for the next customers?

  Yes

  No

  N/A

• Are all menus displayed as per policy, clean and in good order? Eg no dog ears, rips, discolouration

  Yes

  No

  N/A

• Do all menu blocks display a prompt to order on APP with QR code?

  Yes

  No

  N/A

• Is all furniture in good repair? No ripped seating, broken chairs, wobbly tables.

  Yes

  No

  N/A

• Are table and chair legs clean and dust/debris free?

  Yes

  No

  N/A

• Are all light fittings dust free and in good repair?

  Yes

  No

  N/A

• Is decoration in good order? (no pealing paint work, no holes in the walls)

  Yes

  No

  N/A

• Are all poster frames/POS in use with relevant posters?

  Yes

  No

  N/A

• If condiment caddys are stored in a public area, are they clean and presentable?

  Yes

  No

  N/A

Internal Bar

• Is all visible glassware clean and sparking?

  Yes

  No

  N/A

• If the bar has overhead glass racks are they lit with LEDs?

  Yes

  No

  N/A

• Are all beer taps badged, clean and lit?

  Yes

  No

  N/A

• Are all taps clear of glassware with glasses on them to signify they are OOS?

  Yes

  No

  N/A

• Are we marketing craft beer via Pourwall?

  Yes

  No

  N/A

• Are all Craft taps in operation?

  Yes

  No

  N/A

• Are tasting notes available either Physical or Digital?

  Yes

  No

  N/A

• Are only premium products or upsells being promoted on the bar?

  Yes

  No

  N/A

• Are all displays clearly merchandised, is it obvious what we are promoting?

  Yes

  No

  N/A

• Do displays have soft touches eg are they lit or accompanied by foliage etc

  Yes

  No

  N/A

• Are fridges stocked appropriately with labels facing forwards and no gaps?

  Yes

  No

  N/A

• Are fridge lights on? Windows clean and presentable?

  Yes

  No

  N/A

• Is the bar clear from spillages/has it been wiped recently?

  Yes

  No

  N/A

• Are visible area's of the bar clean and in good condition?

  Yes

  No

  N/A

• Are all bar light fittings working correctly?

  Yes

  No

  N/A

• Is the bar clear of any detritus and personal items? (eg staff clothing)

  Yes

  No

  N/A

• Do till screens work correctly?

  Yes

  No

  N/A

• Are 100% of guests being asked "Do you or anyone in your party have an allergy?

  Yes

  No

  N/A

• Are there enough PED's? (are customers have to wait to use PED's)

  Yes

  No

  N/A

• Submit an image of the bars merchandising

  Media

Toilets

• Are Gents, Ladies and Accessible toilets free from any unpleasant/overpowering odours is the toilet vestibule or toilets?

  Yes

  No

  N/A

• Is it well lit?

  Yes

  No

  N/A

• Are the toilets well signposted?

  Yes

  No

  N/A

• Are all sanitary machines in good working order with no graffiti?

  Yes

  No

  N/A

• Are all toilet roll holders working and stocked?

  Yes

  No

  N/A

• Are all soap dispensers working and stocked?

  Yes

  No

  N/A

• Are all cubicles free of grafitti?

  Yes

  No

  N/A

• Are cubicles in good condition?

  Yes

  No

  N/A

• Are all locks working?

  Yes

  No

  N/A

• Is hot water available?

  Yes

  No

  N/A

• Are all mirrors free from damage?

  Yes

  No

  N/A

• Are all hand dryers working?

  Yes

  No

  N/A

• Are tiles below hand dryers free from mould?

  Yes

  No

  N/A

• Are all vanity units free from damage?

  Yes

  No

  N/A

Garden Spaces

• is there an outside space?

  Yes

  No

  N/A

• Is the garden space free from weeds?

  Yes

  No

  N/A

• Are available tables clean and wiped?

  Yes

  No

  N/A

• Do all Tables display a prompt to order on App with a QR code?

  Yes

  No

  N/A

• Have ashtrays been empty and wiped after use?

  Yes

  No

  N/A

• Is all lighting working?

  Yes

  No

  N/A

• Are all heat lamps working?

  Yes

  No

  N/A

• Is the garden in good repair? walls and structures

  Yes

  No

  N/A

• Is furniture in good repair? No peeling paint or damage

  Yes

  No

  N/A

• Is all paving secure? ie no loose paving

  Yes

  No

  N/A

• Are all drain covers secure and well fitting?

  Yes

  No

  N/A

• Is there an outside bar?

  Yes

  No

  N/A

• Is the bar set and merchandised?

  Yes

  No

  N/A

• Does the bar prompt to order on App with QR code?

  Yes

  No

  N/A

Fame points and Pride

• Has anything stood out as excellent on your visit, please take photo so we can share best practise?

  Yes

  No

  N/A

• What?

  Media