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Site conducted
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Conducted on
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Prepared by
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This form is designed to evaluate the level of service rendered by the Managers and Team Members of the restaurant branch on each stage of the Steps of Service. It will also include basic fundamentals on restaurant organization, cleanliness, safety, and food quality.
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A point will be rewarded for each service practice being executed by the employee or the Manager on Duty. Additional points shall be granted for every “A+ Service” being provided.
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Please use the result of this audit as your team’s reference for better service, food quality and efficiencies in the restaurant.
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HOST SERVICE
Service at the Door
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1.1 Guests are greeted with smile, enthusiasm and energy
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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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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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Offers a hand to carry extra guest luggage or bags/box
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 Punch” with eye contact, audible voice and enthusiasm. (server, mod, table vibe)
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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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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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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
FOOD SERVER
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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Flagging guest’s table with beverage napkin while introducing his/her name as their server
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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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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
Drinks and 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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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 Applying rationalized use of tray. Uses hand service accordingly and uses bar trays when serving multiple glasses. Uses tray jack when necessary.
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Necessary condiments such as ketchup, soy sauce, steak sauce, chili flakes or tabasco is served prior to food arrival with anticipation
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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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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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
SECONDARY SERVICE 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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Offers another basket of bread, another set of crackers or another batch of complimentary food
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6.4 Executes pre-bussing without interfering a conversation and with proper timing
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Provides extra condiments such as ketchup, tabasco, steak sauce, chili flakes with anticipation
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De-crumbs or wipes the table, making it free from bread crumbs, dirt or water spills
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Provides extra napkins with under-liner and replace worn-out bevnaps.
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Offers orserves toothpicks with saucer, bevnaps and under-liner
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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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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De-clutters table, removes dirt and wipes water spills
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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Introduces or remind guests with 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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8.3 Presents the cheque (pre-receipt) using a bill presenter (bill folder) in an open manner
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Returns guest’s credit card, hand it personally and thank them for using it.
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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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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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Accompanies guest to the door, lead them outside and bids farewell
Table Setting and Resetting
Bussing out and Clearing Tables
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9.1 Buss tables promptly after guest departs
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9.2 Handles Plate ware and silverware away from the food contact
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Neatly stack plates and bowls, and group utensils together.
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9.3 Handles glass by the bottom edge for safety and sanitation
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9.4 Uses blue towel to scrape down dirt and uses a busser's kit to catch food debris from the table
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9.5 Uses S-motion when spreading sanitizer and includes edges and beneath table condiments
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9.6 Includes chairs and couches
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Checks the floor and sweeps as needed
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9.8 Uses clean bar trays for multiple glasses, and doesn’t stack glasses
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9.9 Uses bus-tubs with tray stands or Trolly for large when cleaning and bussing out tables
SCHEMATICS, FACILITIES, TOOLS & EQUIPMENT
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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9.6 No 86 Items
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
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
Buss-stands or Service Stations
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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 Busser kits come complete with a set of towels and a spray bottle, available for use at every service station
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13.0 Take out areas are clean and stocked with boxes, microwavable, tape dispensers, paper bags, take out sleeves, and condiments
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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 vidae, 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
Communication Area/Board
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14.1 Current recipes or service updates are posted and communicated to all team members
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
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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Assigns a dedicated food runner during a busy shift
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Assigns a cleaning crew to watch the toilet’s cleanliness, and dining area and patio’s cleanliness
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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17.4 Performs “figure of 8” or a quick look of the dining area, expo, bar and patio to check organization and cleanliness.
Remarks
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