Information
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Site conducted
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Operations Excellence Audit
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Client / Site
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Conducted on
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Conducted by
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Location
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FOH Manager
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BOH Manager
SERVICE SEQUENCE
1.0 SERVICE AT THE DOOR
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1.1 Guests are greeted with smile, enthusiasm and energy
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A+: Greets regulars or return guests on a first name basis
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1.2 Identifies with guests the number of party/and or their preferred seating area
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A+: Offers a specific area/table suitable for the party such as booth seats, banquet tables etc.
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1.3 Leads guest to their table, carrying enough menu for the party, while walking at the guest’s pace
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A+: Offers a hand to carry extra guest luggage or bags/box
2.0 SITTING THE GUEST
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2.1 Pulling out chairs for the guest upon sitting
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2.2 Delivers the “1,2,3,4 Punch” with eye contact, audible voice and enthusiasm. (server, mod, menu & bar list)
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2.3 Introduces and showcases existing promos or best-sellers via menu navigation (server should be using menu)
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2.4 Hands the menu to guests in an open manner (ladies first, or children first)
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A+: Offers coloring sheets and crayons, seat booster/ clean and sanitized high chair to toddlers or kids
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2.5 Wishes the guest a good day or a pleasant dining experience upon leaving the guest’s table (provides a pleasant exit word)
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A+: Asks guests for celebrations or occasions they’re having on their table, and communicate it to their server
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2.6 Takes out excess utensils and plates upon guest’s permission
3.0 GUEST ACKNOWLEDGEMENT
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3.1 Server acknowledges his/her table with proper timing (not interrupting a conversation), not more than 2-3 min, or as soon as the guest is ready
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3.2 Provides sincere, with smile and enthusiastic and varied Guest greetings (how are you today, welcome to, nice to see you, hello, Hi!)
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Per Concept Specific: Flagging guest’s table with beverage napkin while introducing his/her name as their server
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Per Concept Specific: Offering and introducing “tea of the day” upon Guest Acknowledgement
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3.3 Asking guest with the right “selling questions” such as “what can I offer you for today, what are you having today, can I get you something to drink or to start with, can I take your orders? Etc.”
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3.4 Provides specific menu recommendations using hook, line and sinker via menu navigation
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A+: Suggests complete line of meal such as drinks, soups, appetizers, salad, entrees to enhance guest’s dining experience
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3.5 Writes and repeats guest’s orders in sequence, including special instructions, sides or portions
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3.6 Introduces ongoing promos and bundles suitable for the party
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3.7 Asks the guest if they are a BFF card holder, or if they have any privilege card such as PWD, Senior, or diplomat card
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3.8 Communicates serving time or the items to be served next
4.0 DRINKS & COMPLIMENTARY SERVICE
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4.1 Provides water service while guests are waiting for their drink and food orders
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4.2 Sets guest’s table by distributing appetizer plates or setting serving gears necessary for their food orders
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Per Concept Specific: Serves and introduces complimentary (chips, crackers, house bread, dippings) with proper execution or service needed (cooking, serving)
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4.3 Introduces drink orders, and serving it using clean and dry glasses, while hands are also dry
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4.4 Working drinks are served within 3-5 min. after order-taking using proper glassware, under-liner and straw
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4.5 Uses bar trays when serving multiple glasses
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A+: Necessary condiments such as ketchup, soy sauce, steak sauce, chili flakes or tabasco is served prior to food arrival with anticipation
5.0 FOOD DELIVERY & PRESENTATION
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5.1 Introduces each food items by name, portioning/size, including sides, and sauces
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5.2 Serving individual food orders to the person who ordered it (doesn’t auction) or ask who’s having the food item articulately (excuse me, who’s having)
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5.3 Provides proper utensils for specific food items such as dinner spoons, Chinese spoons, chopsticks, steak knife etc.
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5.4 Hot piping soups are being introduced, and served within 3-5min.
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A+: Offers fresh cracked peppers on soups, salads, and pasta
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5.5 Introduces appetizers/salads by name including sauces/dressing along with proper serving gears
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A+: Applies “Russian Service” if food being serve is going to be shared
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5.6 Touches/carries the plate by the rim, during set up, when serving or when pre-bussing
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5.7 Uses under-liner (clean plate/saucer) when transporting fresh cutleries
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5.8 Confirms the last food item being served before leaving the guest’s table
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5.9 Uses clean trays for multiple plates
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6.0 Asks guests if they still need anything to show anticipation and concern
6.0 SECONDARY SERVICES AND ATTENTION TO DETAILS
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6.1 Provides “smart check-backs” primarily to identify food quality, order-completeness and ask other guest needs
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6.2 Offers “fresh plates”, and change it as soon as their plates are filled with food debris, oil, sauce or bones
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6.3 Provides refills on water or bottomless drinks
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Per Concept Specific: Offers another basket of bread, another set of crackers or another batch of complimentary food
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A+: Provides extra condiments such as ketchup, tabasco, steak sauce, chili flakes with anticipation
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A+: De-crumbs or wipes the table, making it free from bread crumbs, dirt or water spills
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A+: Provides extra napkins with under-liner and replace worn-out bevnaps.
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A+: Offers or serves toothpicks with saucer, bevnaps and under-liner
7.0 DESSERT SERVICE
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7.1 Suggesting specific dessert recommendations along with coffee or tea via hook, line and sinker
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7.2 Offer complimentary coffee or tea for BFF Card holder
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7.3 Pre-buss, resets table and refill drinks before serving the desserts
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Per Concept Specific: Desserts are served within 5-7 min with proper serving gears and individual plates
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7.4 Executes pre-bussing without interfering a conversation, seeks for guest’s permission while observing proper timing
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A+: De-clutters table, removes dirt and wipes water spills
8.0 Billing and Farewell
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8.1 Asks guests if guest is a BFF card holder, or if they have any privilege card such as senior card, pwd, diplomat
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A+: Introduces or remind guests of the day’s existing credit card promo
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8.2 Identifies guests mode of payment (cash or card) brings a card terminal to process guest’s payment on table
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For Card Payment: Returns guest’s credit card, hand it personally and thank them for using it.
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For Card Payment: Processes and settle the transaction, then presents the final receipt (final settlement) and hand it to its guest using a bill presenter
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For Cash Payment: Provides the final settlement receipt including the change (if there is)
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8.4 Thanked the guest and invite them for a next visit with polite tone and smile
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A+: Accompanies guest to the door, lead them outside and bids farewell
SCHEMATICS, FACILITIES, TOOLS & EQUIPMENT
9.0 BAR STATION
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9.1 Bartop is clean, organized and with proper set up (cutleries, plates, dinner naps, without clutters, dirt or debris)
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9.2 Bar stool are aligned, not wobbly and free of dirt and water spills.
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9.3 Bar foot rail/rest is well polished, shiny and well-maintained
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9.4 Bar displays are clean and organized (free of dust, without cob webs, not expired)
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9.5 Bar cooling units are in proper temperature (3-7֯C) or well-maintained
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9.6 Have an enough number of glasses such as beer glasses, juice glass, coffee cups/mugs, cocktail glass, shooter and wine glasses
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9.7 Have an enough number of tea spoons, long spoons, and demitasse
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9.8 No 86 Items
10.0 HOST STAND
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10.1 Priority list, Reservation log book, framed floor plan, white board markers, eraser are set and being used
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10.2 Coloring sheets, crayons, balloons are set
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10.3 Host stand is well maintained
11.0 EXPO AREA
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11.1 Have an enough number of serving gears such as food tongs, steak knife, serving spoon, soup spoon etc.
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11.2 Dessert spoon and fork are intact and have sufficient number of pairs
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11.3 Have an enough number of clean food trays set at the expo
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11.4 Sanitizing bucket (red bucket) or sanitizing kit is set to clean and sanitize food counter and food trays
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11.5 Food garnishes/sauces are stored properly using correct pans over ice or in a cooling unit (5֯C/41֯F)
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11.6 Heat strips/lamps are properly working with a minimum temperature of 57֯C/135֯F keeping hot-food-hot and serve hot plates for hot dish
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11.7 Cold food at the cold expo are served over ice
12.0 BUSS-STANDS OR SERVICE STATION
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12.1 Iced tea/water dispensers are in good condition and are set
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12.2 Ice well are clean and covered with ice scooper kept in a clean container
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12.3 Water glasses/tea cups, coffee mugs are clean, dry, and are stored upside down on a clean mesh, or glass racks
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12.4 Perculators, airpots thermos are used and set for hot/warm water
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12.5 Food condiments such as ketchup, Worcestershire, steak sauce, soy sauce are set
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12.6 Have an enough number of cutleries (dinner spoon, fork, knife, chopsticks) set at the buss-stands
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12.7 Bar trays and tray stands are set and available for use
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12.8 Bar caddie is filled with straws, bev naps and toothpicks
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12.9 Take out areas are clean and stocked with boxes, microwavable, tape dispensers, paper bags, take out sleeves, and condiments
13.0 RESTROOMS, WAITING & EMPLOYEE AREA
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13.1 Restrooms is stocked with complete amenities such as tissues, soap, sanitizers
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13.2 Faucet is with hot and cold water and in correct fixture
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13.3 Toilet bidet, faucet urinal bowls are clean, without yellowing, dirt or molds
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13.4 Walls, ceiling, and floorings are well maintained, clean and well-lighted
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13.5 Waiting area is clean and organized
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13.6 Employee area doesn’t serve as an oyster at the dining and covered with a well-maintained divider
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13.7 Employee area has space for employees to eat, complete with table and chairs
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13.8 Employee area doesn’t serve as a stock room, clean and organized
14.0 COMMUNICATION AREA/BOARD
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14.1 Current recipes or service updates are posted and communicated to all team members
15.0 DINING AREA
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15.1 Tables and chairs were aligned
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15.2 Tables are with complete set up, dry and clean
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15.3 Couches and Chairs are free of dirt, crumbs and dry
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15.4 Table under is clean and free of dirt and food particles
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15.5 Air-conditioned units are set at 16-17֯C, and not more than 26֯C in actual temp
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15.6 Tables are well-maintained and doesn’t wobble
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15.7 Dining floors are clean (free of food debris) and dry
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15.8 Music is played and set at a correct volume (loud enough, not to hear guests conversation)
MANAGER'S ESSENTIALS
16.0 SETTING UP FOR SUCCESS
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16.1 Conducts dining line check and fill outs restaurant line check form
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16.2 Facilitates pre-shift meeting to motivate, and inform team members
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16.3 performs uniform checks upon clocking-in of the team member
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16.4 Creates and draw a strategic floor plan to cater all areas of the restaurant
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16.5 All stations are with designated and dedicated team members such as hosts, servers, bartender, bussers and boh team members
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16.6 Servers are not handling more than 5 tables during peak lunch and weekends
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A+: Assigns a dedicated food runner during a busy shift
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A+: Assigns a cleaning crew to watch the toilet’s cleanliness, and dining area and patio’s cleanliness
17.0 LEADERSHIP & GUEST ENGAGEMENT
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17.1 Gives running instructions to all FOH team members during the shift
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17.2 Performs table visits to check either food quality, service, pending food orders or order completeness
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17.3 Performs CR checks every 30 min.
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17.4 Ensures food/drink orders are served immediately once hits the counter with correct plating, portion and garnish
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17.5 Performs “figure of 8” or a quick look of the dining area, expo, bar and patio to check organization and cleanliness.
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Manager's Signature
