Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
FOOD LOVE
CUSTOMER SHOP - The specialist will shop the restaurant as a customer via the drive-thru. - The order will consist of 2-3 items.
THE EXPERIENCE - FRESH FOOD MADE WITH CARE
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FLE 1.1 FOOD MEETS APPEARANCE STANDARDS - 3pt<br>
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- Ingredients are spread evenly over the food
- Taco/Chalupa/Mexican Pizza/Salad shell not cracked, burnt, torn, damaged, irregular in shape
- Outside of wrap is not messy -
FLE 1.2 FOOD IS FINISHED THE RIGHT WAY - 3pt<br>
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- Food appearance must meet standard (Ingredients not leaking onto wrap/packaging)
- Quesadillas cut with quesadilla cutter using Rock and Roll method (4 equal, separate pieces)
- Mexican Pizza cut with Mexican Pizza cutter (4 equal, separate pieces) , cheese melted
- Crunchwraps have 6 corners, hole no larger than a quarter
- Burritos/Grillers folded correctly (without wings and gaps)
- Full melt & grill cycles used (using button with correct time)
FUNDAMENTALS
FOOD OBSERVATION (6 Items) - Specialist will place 2 orders (3 items each) & observe the line preparing the food items. - If 2 lines are open, the team will be asked to make 1 order per line. - Team members who are deployed in the steam or stuffer position when CORE begins will be required to stay in those positions. MANAGERS WILL NOT BE ALLOWED TO COACH THE 6 FOOD ITEMS (team members may communicate to each other) TEAM MAY NOT MAKE THE SPECIALIST'S ORDER AHEAD OF OTHER ORDERS ON THE KDS *FULL POINTS FOR THIS SECTION WILL BE DEDUCTED (8.5 POINTS) IF MANAGER COACHES THE 6 FOOD ITEMS*
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FLF 1.1 FOOD MEETS APPEARANCE STANDARDS - 3pt<br>
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- Ingredients are spread evenly over the food
- Taco/Chalupa/Mexican Pizza/Salad shell not cracked, burnt, torn, damaged, irregular in shape
- Outside of wrap is not messy -
FLF 1.2 FULL PORTIONS OF INGREDIENTS ARE USED - 3pt<br>
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- Proper use of kitchen utensils to portion ingredients
- Proper portioning method for cheese, lettuce, tomatoes, sauce & cheese pump
- “Z” portioning followed for appropriate items -
FLF 1.3 FOOD IS FINISHED THE RIGHT WAY - 2pt<br>
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- Food appearance must meet standard (Ingredients not leaking onto wrap/packaging)
- Quesadillas cut with quesadilla cutter using Rock and Roll method (4 equal, separate pieces)
- Mexican Pizza cut with Mexican Pizza cutter (4 equal, separate pieces) , cheese melted
- Crunchwraps have 6 corners, hole no larger than a quarter
- Burritos/Griller folded correctly (without wings and gaps)
- Full melt & grill cycles used (using button with correct time) -
FLF 1.7 TORTILLAS/FLATBREAD PREPARED CORRECTLY - 0.5pt<br>
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- Grilled on the GTO 5 secs each side (no more than 30 seconds total)
- Flatbread on the GTO 10/20 secs (no more than 45 seconds total)
- No stacking of tortillas
REMAINDER OF VISIT
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FLF 3.1 KITCHEN UTENSILS ARE AVAILABLE & USED - 2pt<br>
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- Correct utensils used in each ingredient (hot line + cold line)
- Left handed beef utensil available if left handed team member is on the line
- Correct lids used on the pans (hinged lids when on the line & flat lids for back-up; seasoned beef is permitted to
have a hinged lid for back-up pans)
- Ingredients stored in correct pans (false bottoms used with the right ingredients)
- Nacho Cheese & Red Sauce double panned (no other ingredients double panned)
- Scale available on the line and working -
FLF 2.4 INGREDIENTS ARE READY ON THE LINE - 1pt<br>
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- All ingredients available & ready to be served, but are not required on all open lines (Ingredients can be on one
line or shared between two)
- If ingredient is in process of being prepped it is not readily available (Chalupas are the only exception)
- Jalapenos and Salsa cups can be kept on the cold line or in the reach in cooler
- Pizza and Green sauce can be kept on the second line during breakfast
- Cantina Ingredients not required prior to 11 am
- Cinnamon Twists and Empanadas not allowed in EvO tower (must be in Dessert Tower)
- Dual Stubby Line: Shared ingredients per the Experience guide only
- Three Freeze flavors are hooked up and ready to serve -
FLF 2.2 INGREDIENTS ARE PREPARED THE RIGHT WAY - 1pt<br><br>
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- Prep procedures followed per standards card
- Ingredients used at ready time (i.e. beans, rice, taco/tostada shells, fry & drain time on Chalupas & pizza shells)
- Beans properly hydrated (i.e. hot water from the bean disher, not directly from pitcher)
- Proper rethermalizer procedures followed
- Ingredients meet quality specification (i.e. chips, pizza & chalupa shells not burnt)
- Sauce bottles have correct color caps
- Cold ingredients kept in original manufacturer bag (tomatoes stored in a clear Cambro bin with false bottom) -
FLF 4.1 INGREDIENTS ARE IN THE RIGHT TEMP ZONE - 1pt<br>
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- Hot ingredients in hot well
- Cold ingredients in cold well
- EvO Ingredients in right cabinets -
FLF 2.1 INGREDIENTS STIRRED ON THE LINE - 1pt<br>(Also evaluated during Food Obeservation)<br><br>
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- Must use stir & scoop method in portioning seasoned beef (does not have to be stirred for every item made,
but must stir for the first seasoned beef portion to ensure ingredient consistency)
- Ingredients appear fresh (not crusty, dry, or pooled oil present as a result of not stirring regularly)
- Beans are properly hydrated
- All ingredients with a hinged lid must be stirred regardless if the line is in use
- Hinged lids should be closed while individual ingredients not in use -
FLF 2.3 OIL IS CLEAN AND READY TO FRY - 1pt<br>
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- Oil clean per the oil test stick
- Only a few crumbs or pieces allowed floating in oil (always skim)
- Oil is at proper level (between min and max line in fryer) -
FLF 6.2 PREP GUIDE IS COMPLETED & FOLLOWED - 1pt<br>
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- Prep Guide is posted, filled out, and followed
- Hot Ingredients, EvO, Taco Tower, heated cabinet quantities should not exceed guide quantities
- Cold Ingredient quantities made don’t have to match guide -
FLF 5.1 PACKAGING STOCKED ON THE LINE - 1pt<br><br>- All wraps, bowls, lids, boxes, and containers stocked<br>- Wraps must be stocked with ink side down
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- All wraps, bowls, lids, boxes, and containers stocked
- Wraps must be stocked with ink side down -
FLF 3.2 COFFEE MACHINE IS READY TO SERVE - 0.5pt<br><br>- Coffee machine is stocked with right condiments, utensils, and packaging: Creamer, Coffee pods, Sugar and sweetner (1 of each required), Coffee carafe, tongs, stainless steel stirrer & stirrer cup<br>(.5 point)
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Coffee Machine stocked with right condiments, utensils, and packaging:
Creamer (pump)
Coffee pods
Sugar & sweetener (1 of each required)
Coffee carafe, tongs, stainless steel stirrer, & stirrer cup -
FLF 3.5 CHEESE & SAUCE PUMPS WORKING - 0.5pt<br>
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Also evaluated during Food Observation
- Cheese & Sauce pumps working correctly
- Pumps have proper red/yellow collars, sleeves & retaining nuts -
FLF 6.1 FOOD CHAMPION CERTIFIED IN CURRENT EXPERIENCE - 0.5pt<br>
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- Food Champion certified in Learning Zone course for most recent Experience
- MIC to select any 1 Food Champion on shift and verify Experience Food Champion course is complete
- Recommendation: RGM print training & keep in folder in case Learning Zone doesn’t pull up report
- Acceptable forms for verification: LZ, Printed completion certificate or signed OTJ
RIGHT - THE EXPERIENCE - My order the way I like it
CUSTOMER SHOP - The specialist will shop the restaurant as a customer via the Drive Thru. - The order will consist of 2-3 items
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RE 1.3 CUSTOMER RECEIVES WHAT THEY ORDERED - 6pt<br>
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- Complete accurate order received
- No missing or wrong items or missing or wrong ingredients -
RE 1.4 CUSTOMER GETS THE EXTRAS WITH THEIR ORDER - 3pt<br>
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- Napkins and utensils where appropriate provided (If food item requires a lid, utensil should be provided)
- Sauces (correct type) and condiments provided if requested
- Straws provided with beverages
- Straws provided with beverages -
RE 1.2 FOOD LOOKS FULL AND MEETS WEIGHT TARGETS - 3pt<br>
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-Specialist weighs each food item and observes to ensure full look
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RE 1.1 FOOD IS AT THE RIGHT TEMPERATURE - 1pt<br>
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- Specialist temps the food by inserting the thermometer in the protein (or beans if protein is not available)
- Temps during the Specialist shop are taken as soon as possible
RIGHT - THE FUNDAMENTALS
FOOD OBSERVATION (6 Items) - Specialist will place 2 orders (3 items each) & observe the line preparing the food items. - If 2 lines are open, the team will be asked to make 1 order per line. - Team members who are deployed in the steam or stuffer position when CORE begins will be required to stay in those positions.
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RF 1.1 SPECIALIST RECEIVES WHAT THEY ORDERED - 1pt<br>
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- Complete accurate order received
- No missing or wrong items or missing or wrong ingredients -
RF 1.2 FOOD LOOKS FULL AND MEETS WEIGHT TARGETS - 1pt<br><br>
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- Specialist weights each food item and observes to ensure full look
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RF 3.2 CORRECT PACKAGING USED - 1pt<br>(Also evaluated during Customer Shop)<br><br>
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- All food items in correct wrap or packaging, placed neatly in the bag
- Beverages served in correct cup -
RF 3.3 FOOD WRAPPED TO CORRECT CORNER - 0.5pt<br>(Also evaluated during Customer Shop)<br><br>
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- Food items placed in wrap are wrapped to correct corner
FOLLOW 6 TRANSACTIONS - Specialist to follow 6 full transactions: 3 at the front counter and 3 at the Drive-Thru.
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RF 2.1 CHECK # OF ITEMS IN BAG & VERBALLY CONFIRM #<br>W/ CUSTOMER - 1pt<br>(Also evaluated during Customer Shop)<br><br>
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Optimized Standard For 3rd Step In Triple Check Process
- DT Service Champion will check order & count the number of items in the bag(s) to ensure order is complete
before handing to customer (# of food items should match the # of food items shown on KDS)
- They will then verbally confirm the number of food items to the customer at the DT window
1) Greet at OCB with friendly hello within 5 seconds
2) Drink Upsell
3) Repeat Order/OCB confirmation
4) Line communication of each build
5) Expeditor bags order
6) Re-greet at window
7) Conduct Transaction, provide drinks, and offer sauce
8) Check Order
9) Count # of items and verbally confirm # of itmes w/ customer -
RF 2.2 CORRECT RECEIPT AND BAG STUFFERS USED - 0.5pt<br>(Also evaluated during Customer Shop)<br><br>
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- Only approved receipt paper with standard heading and bag stuffers used
- No attempting to influence customer through unapproved incentives related to customer survey
REMAINDER OF VISIT
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RF 4.1 ON THE LINE COMMUNICATION - 0.5pt<br>
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- Line communication at beginning or end of each order & for special items
- If only 1 person on the line: Expediter should communicate order to Service Champion
- Continuous communication throughout the visit -
RF 3.1 GREASE PENCIL AVAILABLE & USED - 0.5pt<br><br>
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- Taco Bell Approved grease pencil available & used
AUTHENTIC -THE EXPERIENCE - The customer comes back because of me
CUSTOMER SHOP - Specialist will shop the restaurant as a customer via the Drive Thru -The order will consist of 2-3 items
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AE 1.1 CUSTOMER GREETED WITHIN 5 SECONDS - 1pt<br>
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- If customer asked to wait, must be re-greeted in 10 seconds
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AE 1.2 HELLO IS FRIENDLY - 2pt
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AE 1.3 ORDER IS REPEATED WITH TOTAL - 2pt<br><br>
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- OCB confirmation or Repeated back to customer
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AE 1.4 GOODBYE IS FRIENDLY - 2pt
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AE 1.5 SAUCE & DRINK OFFERED - 1pt
AUTHENTIC - FUNDAMENTALS
FOLLOW 6 TRANSACTIONS - Specialist to follow 6 full transactions: 3 at front counter and 3 at the Drive Thru
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AF 1.1 CUSTOMER GREETED WITHIN 5 SECONDS - 1pt<br><br>
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-If customer asked to wait, must be re-greeted in 10 seconds
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AF 1.2 HELLO IS FRIENDLY - 1 pt
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AF 1.3 ORDER IS REPEATED WITH TOTAL - 2pt<br><br>
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- OCB confirmation or Repeated back to customer
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AF 1.4 GOODBYE IS FRIENDLY - 1pt
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AF 1.5 SAUCE & DRINK OFFERED - 1pt
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AF 4.1 CUSTOMER CALLED BY NAME - 0.5pt<br>
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- Observe 3 transactions at front counter
- Service Champion asks for customer names during ordering process
- Expeditor uses customer names when order handed to customer
REMAINDER OF VISIT
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AF 1.6 OPEN HOURS POSTED - 1pt<br>
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- Hours of Operation posted at each entry and on Drive Thru window
- Every day of the week represented on the window cling
- The restaurant open per posted hours -
AF 2.1 TEAM IS IN RIGHT UNIFORM - 0.5 to 1pt<br>
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- 1-2 Team Members with issues = ½ point loss
- 3+ Team Members with issues = 1 point loss
Team wearing right Uniform:
- Black pants or Dark Denim-Black Jeans
- Solid black shoes
- Solid black belt (required for managers with tucked shirt)
- Correct Shirt, Apron, & Hat
- Approved Sweatshirt or Jacket (Drive Thru only: Solid black gloves & beanies)
- Team looks good (Check Grooming and Uniform guidelines in Answer System)
- No smoking in restaurant, customer areas, or during a restaurant task or full point value will be lost
- No cell phone use within customer view or full point value will be lost -
AF 3.1 SERVICE CHAMPION CERTIFIED IN CURRENT<br>EXPERIENCE - 0.5pt<br>
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- Service Champion certified in Learning Zone course for most recent Experience
- MIC to select any 1 Service Champion on shift and verify Experience Service Champion course is complete
- Recommendation: RGM print training & keep in folder incase Learning Zone doesn’t pull up report
- Acceptable forms for verification: LZ, Printed completion certificate or signed OTJ
HUSTLE - THE EXPERIENCE - Orders delivered fast
CUSTOMER SHOP - Specialist will shop the restaurant as a customer via the Drive Thru - The order will consist of 2-3 items
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HE 1.1 ORDER DELIVERED FAST- 7pt<br>
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- Specialist will measure Order, Window and OTD times. The restaurant will only need to hit either Order and
Window Time - or - OTD
- Order Time ≤ 50 secs @ Peak (75 sec other dayparts or weekends)
- Window Time ≤ 50 secs @ Peak (75 sec other dayparts or weekends)
- OTD ≤ 3:30
HUSTLE - FUNDAMENTALS
Remainder of Visit
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HF 4.1 MIC IS LEADING SHIFT - 3pts
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- The MIC can deploy as needed in a shift, as long as they are not doing Prep or working the Steam position
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HF 1.1 TWO HEADSETS WORN AND WORKING ON EVERY SHIFT - 2pts
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HF 2.1 DEPLOYMENT CHART POSTED AND FILLED OUT - 2pts
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- Specialist will observe that the approved Taco Bell deployment chart is posted and filled out
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HF 3.2 CLAMSHELL GRILL IS WORKING - 2pts
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- Grill in good working condition and is not warped
- Timer is set to 17 seconds
- Temperature of grill is set to 517°+/- 5° -
HF 3.3 DT STATION STOCKED & READY - 1pt
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- Condiments, sauces, napkins and utensils
- Beverage and Frozen Beverage Dispenser cups and straws -
HF 3.1 MELTER CAVITIES ARE WORKING - 2pts
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- Both melter cavities are working
- Melters melt in one cycle
BEST ON BLOCK - THE EXPERIENCE -I want to hang out at my Taco Bell
CUSTOMER TOUCH POINTS BEST ON BLOCK: DRIVE THRU LANE
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BBE 1.1 DRIVE THRU PAD CLEAN & MAINTAINED - 0.5pt<br>
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- No large visible trash
- Pad is not falling part (loose and crumbling, pot holes, oil build up)
- Curb is good (not loose and crumbling, or excessive paint chipping if painted)
- Tire marks are ok -
BBE 1.2 NO LARGE VISIBLE AREAS OF GUM - 0.5pt
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BBE 1.3 DRIVE THRU WINDOW CLEAN AND WORKING - 1pt<br>
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- Drive Thru Window is clean and/or not dusty
- Drive Thru Window not cluttered (follows Roadmap) -
BBE 1.4 OCB CLEAN & WORKING - 1pt<br>
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- OCB is required at all Drive Thrus
- Order post or OCB (including OCB canopy if present) is Best on Block
CUSTOMER TOUCH POINTS BEST ON BLOCK: INTERIOR
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BBE 2.1 DINING ROOM FURNITURE CLEAN AND WORKING - 1pt<br>
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- No scratches or marks on tables, or chairs easily viewed by customers if standing from Customer walk ways
- Removable and/or offensive graffiti must be removed or painted over
- Tears in cushion seating must be repaired
- Trash receptacles best on block -
BBE 2.2 DINING ROOM WALLS, FLOORS & WINDOWS CLEAN,<br>WORKING & MAINTAINED - 1pt<br>
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- All lights are working
- Paintings or signs are clean and look good
- Ceiling tiles are clean and don’t have stains
- Floors are clean with no large visible pieces of trash
- No large scratches or marks on the walls that are noticeable to the customer
Floor mats present at all entrances & drink station -
BBE 3.1 CONDIMENT STATION CLEAN & WORKING - 0.5pt<br>
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- Condiment Station clean, free of damage, spills and trash
- All sauces are available in the inserts (if there are more inserts than sauces it is ok to have an empty insert)
- Napkins stocked -
BBE 3.2 DRINK STATION CLEAN & WORKING - 1pt<br>
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- Drink station clean, free of spills and trash
- No stains on the counter top or on the sides of the machine (syrup stains or water scale)
- Stocked with cups, lids, and straws
- Fountain metal receptacle not rusted -
BBE 3.3 DRINK LABELS ARE ON THE DRINK EQUIPMENT - 0.5pt<br>
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- Labels on all functioning buttons including ADA (Labels cannot be handmade or printed out)
- Fountain translate as show in Roadmap -
BBE 3.4 KITCHEN SIGHT LINE/COUNTER CLEAN, CLUTTER<br>FREE & Maintained- 2pt<br>
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This is the visible area of the kitchen from the front counter. This includes all equipment, floors and walls from
the dining room side of the front counter
- Kitchen Floor should be clean without large visible mess on the floor
- Equipment looks reasonably clean for a working kitchen
- No long term build up or lack of cleaning visible on fixtures
- No storage of cleaning supplies (spray bottles, brooms, etc.) within front counter area & in customer view
- Front Counter should only contain approved register toppers, donation canisters, and gift card displays
- Mint, sauce, water containers, paper applications etc. not displayed on front counter
- Team Member messaging not within customer view (this includes recognition, certificates, & plaques)
- No additional décor should be added. Holiday décor permitted only during holiday months
BEST ON BLOCK - THE FUNDAMENTALS: EXTERIOR
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BBF 2.1 OUTSIDE OF THE BUILDING CLEAN & MAINTAINED - 1pt<br>
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- Walls are Best on Block
- No large areas of scratched paint or blackened paint in an area
- Removable and/or offensive graffiti must be removed or painted over
- Windows and window frames are clean & maintained
- No large chips or cracks in the windows, that are noticeable to the customer
- No window fog and no missing seals on the windows
- Awnings, gutters, soffits, downspouts, roof are Best on Block
- Back door clean & maintained as viewed from parking lot or drive thru area -
BBF 4.1 PARKING LOT AND SIDEWALKS CLEAN &<br>MAINTAINED - 0.5pt<br>
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- No visible trash
- Lot is not falling part (loose and crumbling)
- Parking curbs are good (not loose and crumbling)
- No large potholes in the parking lot
- Stalls should not have heavy oil build up (not pooling oil) -
BBF 1.2 LANDSCAPING IS BEST ON BLOCK - 0.5pt<br>
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- Landscaping is the same throughout, without major blemishes
- Landscaping clean with no visible trash to the customer
- No balding or large visible areas of dirt
- No large areas of fiber visible under rocks. Plants are alive and well overall.
- Landscaping not covering menuboard -
BBF 3.1 OUTSIDE SIGNAGE CLEAN & WORKING - 0.5pt<br>
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- Exterior signage must be Best on Block
- Directional signs, poles, road signs, lighting
- Clearance bar working and maintained
- Removable and/or offensive graffiti must be removed or painted over
- Signs should not have large soiled or damaged areas
- All lights are working - If any Taco Bell logo signs are out the point value for this standard will be lost -
BBF 3.2 OUTSIDE TRASHCANS AND DUMPSTER CLEAN &<br>MAINTAINED - 0.5pt<br>
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- All trash receptacles and dumpster clean and maintained
- Dumpster Pad/gate clean and not crumbling
(.5 point) -
BBF 8.1 RESTROOM WALLS, FLOORS, FIXTURES, CEILINGS<br>MAINTAINED - 2pt<br>
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- Bathroom fixtures (i.e. toilet, urinal, sink) functioning & mounted correctly, turn on and off and don’t leak
- Soap, toilet paper, paper towel dispensers, hand dryer, air freshener working properly
- Sinks, faucets, mirrors (mirrors not required to be installed) working properly
- Stall doors, walls, baby changing station and trash cans working properly -
BBF 8.2 RESTROOM WALLS, FLOORS, FIXTURES, CEILINGS<br>CLEAN & STOCED - 2 pt<br>
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- Bathroom fixtures (i.e. toilet, urinal, sink) clean
- Soap, toilet paper, paper towel dispensers clean and stocked
- Sinks, faucets, mirrors , hand dryer, and air freshener clean and stocked
- Stall doors, walls, baby changing station and trash cans clean and stocked
- If a roll(s) of toilet paper is set outside of the roll holder the point value for this standard will be lost -
BBF 5.1 DRIVE-THRU MENUBOARD CLEAN & WORKING - 1pt<br>
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- D/T Menuboard is clean and does not have cracks in the Plexiglas or has light gaps
- No large areas of scratched or blackened paint in one area
- BAC is working (Frame and POP are complete and look good)
- All lights working and color of lights match -
BBF 5.2 DRIVE-THRU MENUBOARD PRICING CORRECT - 0.5pt<br>(Scored as 4 or more issues resulting in lost point value)<br>
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- Mismatched numbers, colors, no yellowing of price tiles/pockets
- Missing numbers, dollar signs, decimal point
- If a price is missing from an item the point value for this standard will be lost -
BBF 5.3 FRONT COUNTER MENUBOARD CLEAN & WORKING - 1pt<br>
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- Menuboard is clean and does not have cracks in the plastic covering or light gaps
- No large areas of scratched or blackened paint in one area
- All lights working and color of lights match -
BBF 5.4 FRONT COUNTER MENUBOARD PRICING CORRECT - 0.5pt<br>(Scored as 4 or more issues resulting in lost point value)<br><br><br>
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- Mismatched numbers, colors
- Missing numbers, dollar signs, decimal point
- If a price is missing from an item the point value for this standard will be lost -
BBF 5.5 POP & MESSAGING CLEAN & CURRENT - 0.5pt<br>
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- Should be posted neatly on the windows without lots of air bubbles
- POP should not be cut (if it does not fit in window trimming to size is okay)
- POP should follow current Roadmap
- POP banners/flags properly displayed & visible
- No posting or placement of items not specified in Roadmap (i.e. handmade signs)
- Permits that must be displayed should go in hallway to bathroom -
BBF 6.1 WIFI WORKING IN THE DINING ROOM - 0.5pt<br><br>
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- WiFi for customers should be working in the Dining Room
REWARDS & WATCHOUTS
REWARD - possible reward points +3 (for the purpose of the practice audit these will not auto calculate, they have a 0 value, so you can record them below but they will not have an effect on the audit score)
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TEAM MEMBER PRIORITY SEQUENCE KNOWLEDGE CHECK - 1pt
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This is the 8 step Priority Sequence for the restaurant (also available in the Answer System)
Team Members can help each other on answering (This knowledge check is for Team Members, not Managers)
1. Serve Guest (#1 priority, whatever else you are doing, helping a customer comes first)
2. Stock and clean the front line, register counter, and dining room
3. Clean outside, restrooms, and empty trash cans
4. Sweep & mop
5. Hot prep (Prepare hot ingredients according to the prep schedule)
6. Dishes (Wash pots, pans and utensils)
7. Cold Prep (Prepare produce and other ingredients as needed)
8. Scheduled cleaning (work in the daily, weekly and monthly, cleaning tasks) -
SERVICE CHAMPION MAKE-UP CARD KNOWLEDGE CHECK - 1pt<br>(This knowledge check is for Team Members, not MICs)<br><br>-Explain what is and how it is redeemed
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This knowledge check is for Team Members, not Managers. Explain what it is and how it is redeemed. The Make
Up is a real-time process for handling customer issues and complaints in the restaurant. There are three parts to
The Make Up:
- Answer the phone.
- Fix the problem without question.
- Surprise and delight by giving them a Make Up Card -
BREAKTHROUGH BEHAVIORS - 1pt<br><br>-Opening doors, refilling drinks, taking trays from tables
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- Opening doors, refilling drinks, taking trays from tables etc…
WATCHOUTS - possible point deductions -30 (for the purpose of the practice audit these will not auto calculate, they have a 0 value, so you can record them below but they will not have an effect on the audit score)
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ARL INVOLVMENT - 10pts
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- Entering Back-of-House during an evaluation
o If an ARL is at restaurant prior to the start of an evaluation as part of their normal restaurant
visit routine, ARL should exit back-of-house.
- Coaching restaurant team in any way that could influence the CORE evaluation -
PARKED CAR DURING VISIT - 10pts
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- Customer car is parked due to ingredients or order not being ready at window
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BRAND PROTECTION - 10pts<br>
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- Major disruption, shouting/cursing, customer being questioned/argued with
Summary
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Ops Score:
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Food Safety Deviations:
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AT STANDARD - 14 or fewer total deviations
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UNDER-PERFORMING -15 or more total deviations
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Food Safety Significant Deviations:
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AT STANDARD - No significant deviations
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UNDER-PERFORMING -1 or more significant deviations
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Manager In Charge:
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Auditor:
