Information

  • Business Name

  • Conducted on

  • Prepared by

  • Discussed with

GUEST SATISFACTION

TRUST BUILDERS

  • Genuine Welcome

  • Flawless Carvery

  • Simple Service

LOYALTY BUILDERS:

  • Attentiveness at the table

  • Great drinks service

  • Friendly Goodbye

GUEST SATISFACTION

  • Recommend to Friend or relative

  • Likely to revisit

  • Team enjoying jobs

  • Number of Responses

OUTSIDE

  • <br>Car Park Clean & Tidy:<br>Team parked in furthest spaces<br>Guest Bins empty<br>Bins in yard & gate closed<br>Potholes clearly marked<br>

  • External Lighting:<br>All light bulbs working

  • Garden / Pario area:<br>Clean and tidy<br>Furniture in good condition<br>Parasols every other table in summer<br>Plant pot ashtrays on table<br>Open for breakfast

  • POS:<br>Correct correx<br>Correct A-Frame<br>Sigange clean and illuminated

  • AMAZING First Impression:<br>Doors hooked open<br>Hanging baskets & planting alive / litter free<br>100% ciggie butt & litter free<br>Brass shining

PUB

  • FRONT BAR:<br>Real ale handles badged<br>Brass shiny<br>Cask Marque tags and 1 runner in front of ales<br>Brass drip trays on bat<br>Max of 1 charity box

  • BACK BAR:<br>Optics match and no spaces<br>No clutter<br>Fridge lights on and fridges look fab<br>Ice bucket filled<br>Lemon / Orange / Lime WEDGES

  • TABLES:<br>Pub menu (every table)<br>Beer mats (every table)<br>Chairs tidy

  • MACHINES:<br>Refilled & switch on (inc breakfast)<br>Grabber acceptably filled & working<br>ATM on and working (inc breakfast)

  • FIRES ON

  • PUB UNIFORM:<br>Name badge & C21 badge<br>No nail varnish<br>Correct footware

  • POS:<br>All up to date & correct<br>Nothing homemade<br>No old logo's

  • MUSIC on at conversational level

  • TV<br>On national sport & news channel<br>No sound but subtitles<br>(SKY sites may have sound)

  • DURING BREAKFAST:<br>Roller banner up<br>Veggie strut card by till<br>Menu strut card by till

  • All light bulbs working

RESTAURANT

  • HOST POINT:<br>Clutter free<br>Colouring sheets & crayons<br>All menus issued to every Guest<br>Starters recommended

  • TABLES:<br>Menu stands to spec<br>Promotional Tent Card<br>Clean & Tidy

  • DRESSERS:<br>Set for PTP<br>Clutter free on top<br>Empathica Slips Stamped<br>Tidy bin with lid

  • UNLIMITED SOFT DRINKS:<br>All taps labelled<br>Straws available in straw dispenser<br>Correct Ice Machine sticker and POS

  • MUSIC at conversational level

  • UNIFORM:<br>Name badge & C21 badge<br>No nail varnish

  • All light bulbs working

BREAKFAST

  • Carver Uniform Perfect

  • Deck Clean, Tidy & Full<br>(includes behind deck - shelf empty, floor clean)<br>No empty spaces anywhere<br>Back row full

  • Veggie Strut card at start of deck<br>Hash strut card above Potato Hash<br>NO Carvery POS (meat clips / king size)

  • Napkins in metal holder or basket

  • Brown & White Sliced Bread<br>Well presented basket with paper liner<br>Tongs for each bread

  • 4 Jams, 3 marmalades, Butter & Sunflower spread

  • Bacon

  • Sausages

  • Potato Hash<br>

  • Tomatoes

  • Potato Rostie

  • Scrambled & Fried Eggs

  • Baked Beans & Sauces (Tomato & Brown)

  • Beverage Station:<br>Tagged tea bags, decaf coffee, white & brown sugar, sweetner & Hot Choc<br>Milk in cooler core jug<br>Mini swing bin<br>Tea spoon holder<br>Water urn shiny with caution hot sign<br>No gravy signs on display

CARVERY

  • CHEF UNIFORM

  • Deck Clean, Tidy & Full<br>No empty spaces<br>Nothing on back shelf<br>Floor behind deck clean and tidy

  • Master Carver Easel<br>Kingsize Plate<br>Chipolatas on display with strut card

  • Pork & Crackling<br>(Glazed Apples)

  • Turkey<br>(20 roasties & cranberry)

  • Gammon<br>(Glazed Orange)

  • Beef<br>(Root Veg & Yorshires)

  • Yorkshire Mountain<br>(7cm high - tongs both sides)

  • Stuffing

  • Carrots

  • Cauliflower Cheese

  • Mashed Potato

  • Ruffled Roasties<br>Home of the roasties signs<br>Metal Handled Tins<br>Tongs on each set

  • Other Veg

  • Gravy Station<br>Beef, Speciality, Bread & Veggie available and labelled<br>6 sauces all labelled (with soda spoons)<br>Clean and Tidy - including front and floor

TOILETS

GENTS TOILETS

  • Clean and smell OK<br>No leaks on urinals

  • Soap Dispensers Full<br>Taps Working<br>Sinks Clean

  • Hand Dryers Working<br>Wall underneath clean

  • Toilet Roll available<br>Doors all have locks & hook

  • All light bulbs working

LADIES TOILET

  • Clean & Smell OK

  • Soap Dispensers Full<br>Taps Working<br>Sinks Clean

  • Hand Dryers Working<br>Wall Underneath Clean

  • Toilet Roll available<br>Doors all have locks & hook

  • All light bulbs working

DISABLED TOILET (and BABY CHANGE)

  • Clean & Smell OK

  • Soap Dispensers Full<br>Taps Working<br>Sinks Clean

  • Hand Dryers Working<br>Wall Underneath Clean

  • Toilet Roll available<br>Doors all have locks & hook

  • Baby Change Facility Clean and working<br>Nappy bin not full or smelly

  • All light bulbs working

MEETING ROOM

  • Clean, Tidy & Well Presented<br>Set for business<br>No clutter anywhere

  • Tables set with Toby Headed Paper & Pen, Name Card, Coaster & Glass<br>Biscuits available

  • Branded Flipchart Cover & 4 working coloured pens

  • Jugs available for water cooler with Orange & Lime cordial in decanter

  • Coffee machine working with tea bags, brown & white sugar, sweetener and decaf coffee available<br>Enough mugs for each delegate

  • Essential Stationary Kit available<br>Extension lead available<br>Bin available

  • All light bulbs working

TEAM COMMS

Kitchen

  • Daily Carving Comms: Board in use and up to date

  • Flawless Carvery: Board in use and up to date

  • Veg Prep: Board in use and up to date (daily par levels)

  • Veg Calendar: Board in use with correct veg entered

  • BUZZ Brief board fully updated

  • DAILY CARVING Comms in place and up to date

  • PRIDE deck and PRIDE breakfast posters on display and correct version

BAR / RESTAURANT AREA

  • Challenge 21 clock present and 18 years ago correct date

  • Bar PRIDE poster on display and correct version

  • Restaurant PRIDE poster on display and correct version

  • Breakfast Beverages PRIDE poster on display and correct version

  • COMMS AREA

  • Uniform Poster & full length mirror with photos of the team around it

  • Legend of Toby Poster present

  • NPS Comms in place - fully up to date and with wows around it

  • Pudding Sales comms in place with individual scores for last week in place

  • Team Discounts - poster in place and fully updated for local M&B sites

  • Frontline news - most recent on display

  • This weeks rota on display (PPS rota only)

  • Next weeks rota on display (PPS rota only)

  • Legal H&S and the law poster up and blanks completed

  • Multi Bar & Challenge 21 poster on display

  • Challenge 21 clock up showing correct date (less 18 years)

  • Multi Health & Safety poster on display and all blanks completed

OFFICE AREA:

  • Check LAST 2 WEEKS pride books - are they dated? Are they correct? Are the a working tool not a tickbox excerise?

  • Check BLUESKY - are all tasks completed and system being used?

  • Check GUEST DASHBOARD - are focus questions identified, system use daily and comments used

PEOPLE

  • Team Leader Workbooks - all in progress

  • Assistant Manager workbooks - all in progress

  • Appraisals - every WEEK for first 4 weeks, then MONTHLY for first quarter then 6 monthly from there

  • GO! Induction - alive and happening

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