QSC&D REVIEW (Quality, Service, Cleanliness & Development)

• Conducted on

  Date

• Prepared by

• Location
  Address

Entrances and car-parking

• Yes

  No

  N/A

• Actions

• Welcome signage main entrance, clean and in full working order

  Yes

  No

  N/A

• Carpark lights in good repair and fully working

  Yes

  No

  N/A

• Directional signage current brand standard, in good repair, clean and lights working

  Yes

  No

  N/A

• Road markings and directions legible and maximising use of car park

  Yes

  No

  N/A

• Potholes filled or marked to avoid

  Yes

  No

  N/A

• Dog drinking water station-signage in place with clean with fresh water

  Yes

  No

  N/A

• Dog bin present with brand signage and clean

  Yes

  No

  N/A

• Dog walking areas clearly marked with brand signage and kept litter free

  Yes

  No

  N/A

• Disabled bays clearly marked and easy to find

  Yes

  No

  N/A

• Family bays clearly marked and easy to find

  Yes

  No

  N/A

• Totem brand signs, lits and in good repair

  Yes

  No

  N/A

• Admedia signage stocked clean and lights working

  Yes

  No

  N/A

• Clear directions to HGV and coach park

  Yes

  No

  N/A

• Kerb stones clean and painted if necessary

  Yes

  No

  N/A

• Picnic tables ready for use

  Yes

  No

  N/A

• Pudsey sign clean and with up to date totals

  Yes

  No

  N/A

• Grass areas well groomed with tidy flower beds and borders

  Yes

  No

  N/A

• Plants and trees not overgrown and signage can be seen easily

  Yes

  No

  N/A

• Umbrellas in place as required clean and not faded

  Yes

  No

  N/A

• Fencing in good order as necessary

  Yes

  No

  N/A

• Signage and lights working (Hours of darkness)

  Yes

  No

  N/A

• Play Area well maintained check for child safe (if appicable)

  Yes

  No

  N/A

• Zebra crossings well marked and lit. Flashing warning lights in place and working

  Yes

  No

  N/A

• Bins doubled up, not overflowing and clean

  Yes

  No

  N/A

• Generally litter free

  Yes

  No

  N/A

• Slabs clean,chewing gum free and no trip hazards

  Yes

  No

  N/A

• Windows clean and smear free

  Yes

  No

  N/A

Coach Park

• Yes

  No

  N/A

• Actions

• Coach park-signed well and easy to find

  Yes

  No

  N/A

• Clear white lines with coach only messages

  Yes

  No

  N/A

• Safe passageways for customers to access amenity building

  Yes

  No

  N/A

• Coach park free off HGV traffic

  Yes

  No

  N/A

• Litter free with clean doubled up bins

  Yes

  No

  N/A

• Outside seating areas -Decking

  Yes

  No

  N/A

• Yes

  No

  N/A

• Actions

• Floor surface clean and if decking varnished and in good order

  Yes

  No

  N/A

• Ashtrays provided

  Yes

  No

  N/A

• Tables (top and base) clean and gum free

  Yes

  No

  N/A

• Chairs (legs/no tar)

  Yes

  No

  N/A

• Planters well maintained

  Yes

  No

  N/A

• Tables being bussed and clean ones available

  Yes

  No

  N/A

• FAMOUS 5

  Yes

  No

  N/A

Rear of Building

• Yes

  No

  N/A

• Actions

• ‘No Entry’ clearly marked

  Yes

  No

  N/A

• Doors locked and building secure

  Yes

  No

  N/A

• Cameras in position and night cameras (if available)

  Yes

  No

  N/A

• Delivery bays clean and tidy

  Yes

  No

  N/A

• Bell working for attention

  Yes

  No

  N/A

• Compactor clean and working -over 18s sign in place

  Yes

  No

  N/A

• DMR & Food bins clean and not overfollowing

  Yes

  No

  N/A

• Bailer working and clean- bails 3 metres from building

  Yes

  No

  N/A

Amenity buliding -General

• Yes

  No

  N/A

• Actions

First impressions

• Automatic doors working with safety stickers

  Yes

  No

  N/A

• Over door heaters working -maintain the building temp

  Yes

  No

  N/A

• Brand standard door signs in place

  Yes

  No

  N/A

• Glass doors smear free

  Yes

  No

  N/A

• Wet floors signs being used appropriately

  Yes

  No

  N/A

• WB Radio working and volume at right level

  Yes

  No

  N/A

• Directional signage that is clear to customer journey

  Yes

  No

  N/A

• AC Units working and dust free - feels comfortable and correct of time of year

  Yes

  No

  N/A

• Walls, celings and floors clean and in general good condition

  Yes

  No

  N/A

• Lighting working and bright

  Yes

  No

  N/A

• TVs where appicable working and news channel

  Yes

  No

  N/A

• Photobooths and Kids areas clean, tidy and working-in correct postion

  Yes

  No

  N/A

• Parking eye signage in good order

  Yes

  No

  N/A

• Food Court seating area

  Yes

  No

  N/A

• Yes

  No

  N/A

• Actions

• Baby station fully stocked with clear brand signage

  Yes

  No

  N/A

• Team engaging with customers and in sparkling uniforms

  Yes

  No

  N/A

• Evidence of "speedy table clearing"

  Yes

  No

  N/A

• Video walls correct messages and working

  Yes

  No

  N/A

• Recycling station -signage clear-clean and tidy

  Yes

  No

  N/A

• Floors - clean and in good repair

  Yes

  No

  N/A

• Tables and chairs clean, in working order and free from debris

  Yes

  No

  N/A

• Plants and dividers clean and dust free

  Yes

  No

  N/A

• High Chairs available and clean

  Yes

  No

  N/A

Toilets Male

• Yes

  No

  N/A

• Actions

• Toilets-First impressions do they look and smell fresh

  Yes

  No

  N/A

• Air freshener stocked and working

  Yes

  No

  N/A

• Soap dispensers-full

  Yes

  No

  N/A

• Urinals-clean

  Yes

  No

  N/A

• Lights-working and bright

  Yes

  No

  N/A

• Seats-not broken and clean

  Yes

  No

  N/A

• Taps-clean and working. Hot water is hot and cold is cold

  Yes

  No

  N/A

• Sinks-clean

  Yes

  No

  N/A

• Mirrors-smear and graffiti free

  Yes

  No

  N/A

• FAMOUS 5

  Yes

  No

  N/A

• Hand dryers -clean dust free and working

  Yes

  No

  N/A

• Cleaning cupboard with correct equipment, clean and secure

  Yes

  No

  N/A

• Coat hangers in place on every toilet

  Yes

  No

  N/A

• Cubicle walls-clean, no holes or damage and graffti free

  Yes

  No

  N/A

• Vents in ceiling clean

  Yes

  No

  N/A

• Floor surfaces clean and dry

  Yes

  No

  N/A

• Door locks - in place and working in every toilet

  Yes

  No

  N/A

Toilets Female

• Yes

  No

  N/A

• Actions

• Toilets-First impressions do they look and smell fresh

  Yes

  No

  N/A

• Air freshener stocked and working

  Yes

  No

  N/A

• Soap dispensers-full

  Yes

  No

  N/A

• Lights-working and bright

  Yes

  No

  N/A

• Seats-not broken and clean

  Yes

  No

  N/A

• Taps-clean and working. Hot water is hot and cold is cold

  Yes

  No

  N/A

• Sinks-clean

  Yes

  No

  N/A

• Mirrors-smear and graffiti free

  Yes

  No

  N/A

• Hand dryers -clean dust free and working

  Yes

  No

  N/A

• Cleaning cupboard with correct equipment, clean and secure

  Yes

  No

  N/A

• Coat hangers in place on every toilet

  Yes

  No

  N/A

• Cubicle walls-clean, no holes or damage and graffti free

  Yes

  No

  N/A

• Vents in ceiling clean

  Yes

  No

  N/A

• Floor surfaces clean and dry

  Yes

  No

  N/A

• Door locks - in place and working in every toilet

  Yes

  No

  N/A

• Sanitary bins clean and not overflowing

  Yes

  No

  N/A

Showers

• Yes

  No

  N/A

• Actions

• First impressions do they look and smell fresh

  Yes

  No

  N/A

• Shower heads clean

  Yes

  No

  N/A

• Fans and ceilngs clean

  Yes

  No

  N/A

• Walls clean and no graffitti

  Yes

  No

  N/A

• Bins are clean and emptied regularly (not overflowing)

  Yes

  No

  N/A

• Shower bench in good order

  Yes

  No

  N/A

• Water runs at the correct temperature (Hot is hot, cold is cold)

  Yes

  No

  N/A

Changing Places -Disabled Toilets

• Yes

  No

  N/A

• Actions

• Clean, tidy and in good order

  Yes

  No

  N/A

• Ceiling hoist -clean and in working order

  Yes

  No

  N/A

• Height adjustable bench -clean and in working order

  Yes

  No

  N/A

• Toilet rolls and soap dispensers full

  Yes

  No

  N/A

• Alarm-working and cord not tangled

  Yes

  No

  N/A

Baby Changing

• Yes

  No

  N/A

• Actions

• Walls, floors etc clean and in good order

  Yes

  No

  N/A

• Changing bed clean with clean mat and liners available

  Yes

  No

  N/A

• All equiptment in working order

  Yes

  No

  N/A

• Nappy bin clean and not overflowing

  Yes

  No

  N/A

Team Toilets

• Male

  Yes

  No

  N/A

• Female

  Yes

  No

  N/A

• Actions

• FAMOUS 5

  Yes

  No

  N/A

• Toilets-First impressions do they look and smell fresh

  Yes

  No

  N/A

• Air freshener stocked

  Yes

  No

  N/A

• Soap dispensers -full

  Yes

  No

  N/A

• Urinals-clean

  Yes

  No

  N/A

• Lights-working and bright

  Yes

  No

  N/A

• Seats-not broken and clean

  Yes

  No

  N/A

• Taps-clean and working. Hot water is hot and cold is cold

  Yes

  No

  N/A

• Sinks-clean

  Yes

  No

  N/A

• Mirrors-smear and graffiti free

  Yes

  No

  N/A

• Hand dryers -clean dust free and working

  Yes

  No

  N/A

• Cleaning cupboard with correct equipment, clean and secure

  Yes

  No

  N/A

• Cubicle walls-clean, no holes or damage and graffti free

  Yes

  No

  N/A

• Bins are clean and emptied regularly (not overflowing)

  Yes

  No

  N/A

• Vents in ceiling clean

  Yes

  No

  N/A

• Floor surfaces clean and dry

  Yes

  No

  N/A

• Door locks - in place and working in every toilet

  Yes

  No

  N/A

• Lockers-clean and doors intact with locks or padlocks

  Yes

  No

  N/A

• Fire Action notes

Training and Learning Areas and Meeting Rooms

• Yes

  No

  N/A

• Actions

• Areas bright, clean and engaging

  Yes

  No

  N/A

• Chair-intact and clean

  Yes

  No

  N/A

• Desk-tidy and clean

  Yes

  No

  N/A

• Computers-working order

  Yes

  No

  N/A

• Citrix/WiFi performance

  Yes

  No

  N/A

• Area generally tidyand bins not overflowing

  Yes

  No

  N/A

• Apple TV and projector working

  Yes

  No

  N/A

• Optimum Temperature for office based work

  Yes

  No

  N/A

TeamRoom

• Yes

  No

  N/A

• Actions

• Areas bright and freshly painted

  Yes

  No

  N/A

• Clean walls, ceilings and floors

  Yes

  No

  N/A

• Feeling comfotable, relaxing and inviting

  Yes

  No

  N/A

• TV working

  Yes

  No

  N/A

• Microwaves and fridges in working order

  Yes

  No

  N/A

• Communication boards-update, relevant and engaging

  Yes

  No

  N/A

• Furniture in good order with eating facilites and soft seat area

  Yes

  No

  N/A

Back of House

• Yes

  No

  N/A

• Actions

• Corridors clean floor

  Yes

  No

  N/A

• Doors and frames clean

  Yes

  No

  N/A

• Internal glass clean

  Yes

  No

  N/A

• Walls clean and freshly painted

  Yes

  No

  N/A

• Air con units clean

  Yes

  No

  N/A

• Cleaning rota in place

  Yes

  No

  N/A

• Posters and team information boards up to date and relevant

  Yes

  No

  N/A

• Carpets clean (if applicable)

  Yes

  No

  N/A

• FAMOUS 5

  Yes

  No

  N/A

General Offices

• Yes

  No

  N/A

• Actions

• Generally clean and tidy-good working environment

  Yes

  No

  N/A

• Chair-intact and clean

  Yes

  No

  N/A

• Desk-tidy and clean

  Yes

  No

  N/A

• Computers-working order

  Yes

  No

  N/A

• Citrix/WiFi performance

  Yes

  No

  N/A

• Bins-not overflowing

  Yes

  No

  N/A

• Notice boards up to date and relevant

  Yes

  No

  N/A

• Filing cabinet-secure

  Yes

  No

  N/A

• IT equpitment in good order and suficent workstations

  Yes

  No

  N/A

• Security-doors locked

  Yes

  No

  N/A

• Lighting-working and bright

  Yes

  No

  N/A

Cash Office

• Yes

  No

  N/A

• Actions

• Tidy surfaces

  Yes

  No

  N/A

• Correct entrance procedures

  Yes

  No

  N/A

• Clear bin bags

  Yes

  No

  N/A

• Tinted windows

  Yes

  No

  N/A

• Correct video storage

  Yes

  No

  N/A

Safety Review

• Yes

  No

  N/A

• Actions

• Review last Food Alert audit and FACT system

  Yes

  No

  N/A

• Fire Doors intact and working-free from obstruction

  Yes

  No

  N/A

• Defibrillators in place with spare pads-evidence of being monitored

  Yes

  No

  N/A

• Fire extinguishers wall mounted and checked by engineer

  Yes

  No

  N/A

• Fire escape routes signposted

  Yes

  No

  N/A

• Chemical cupboard -secure and clean, tidy and well stocked

  Yes

  No

  N/A

• Review Pronett for outstanding works and maintenance

  Yes

  No

  N/A

• Review Site BCP and emergency proceedures

  Yes

  No

  N/A

• First Aid supplies

  Yes

  No

  N/A

• Site and unit Risk Assessments in place

  Yes

  No

  N/A

• Fire evacuation point clearly marked and team aware

  Yes

  No

  N/A

QUALITY - SERVICE - CLEANLINESS

Starbucks

• Yes

  No

  N/A

• Actions

• Coffee machines - calibration, cleanliness and good order

  Yes

  No

  N/A

• Smallwares, crockery sufficient qualtities and undamaged

  Yes

  No

  N/A

• Food Safety - Check dates, rotation of product, cross contamination (FOH & BOH)

  Yes

  No

  N/A

• Legal Book check - temp control, cleaning schedules etc

  Yes

  No

  N/A

• COSHH data sheets available

  Yes

  No

  N/A

• Cleaning chemicals and equipment in place and available - include check of chemical storage

  Yes

  No

  N/A

• Fridge temperatures - 1 - 5, seals in tact, clean and tidy

  Yes

  No

  N/A

• Freezer temperatures - 18 - 23, seals in tact, clean and tidy, no ice build up

  Yes

  No

  N/A

• Ice machine - clean internal and external, evidence of cleaning records

  Yes

  No

  N/A

• Lighting in place and in tact

  Yes

  No

  N/A

• Floor, walls, ceiling - clean, tidy and undamaged

  Yes

  No

  N/A

• FAMOUS 5

  Yes

  No

  N/A

• Refuse - bins clean and waste segregated as appropriate, minimal amounts

  Yes

  No

  N/A

• Dishwasher - Clean, temperature at the right level, good working order

  Yes

  No

  N/A

• Sinks - clean, water runs at correct temperature and undamaged

  Yes

  No

  N/A

• Handwash sinks - water correct temperature with soap, blue roll and sanitser

  Yes

  No

  N/A

• Racking/Shelving - Clean, Tidy and undamaged

  Yes

  No

  N/A

• Cleaning - rota in place and reflects condition of store

  Yes

  No

  N/A

• PPE in place, evidence of use, in good condition

  Yes

  No

  N/A

• Are all bakery products on display appropriately & fully stocked, well presented, Clearly labelled & priced, Visibly fresh & appealing

  Yes

  No

  N/A

• Use hot beverage recipe card beverage routine to check standards of core drinks: Latte (with heart), Cappuccino, Caramel Macchiato, Flat White. Milk quality & foamed milk, are shots used in drink within 10 seconds, shots pouring with in 18-23 seconds ( check expresso & origins blend) Shots should be checked in shot glass and fill to line. Check four steps of beverage routine

  Yes

  No

  N/A

• Is milk pitcher is changed for every drink

  Yes

  No

  N/A

• Cup clean and free of spills

  Yes

  No

  N/A

• Check quality and timers for brewed coffee. Ground coffee must be only +/- 1g 120 grms for Quarter batch 168grms for half batch and 255 for a full batch

  Yes

  No

  N/A

• How long did it take from joining the queue to receive your order? 2-3 min, 4-5 min, 6 + min

• Were you offered an additional product or a larges item? Yes or No

  Yes

  No

  N/A

• Were you offered a starbucks card?

  Yes

  No

  N/A

• Was the condiment unit fully stocked, clean and tidy

  Yes

  No

  N/A

• Tabels and chairs clean and in good working order and free from gum

  Yes

  No

  N/A

• Tables being bussed and clean ones avaliable

  Yes

  No

  N/A

• High chairs avaliable and clean

  Yes

  No

  N/A

• Floor surface clean

  Yes

  No

  N/A

Burger King

• Yes

  No

  N/A

• Actions

• Broiler and hood clean with no carbon build up in full working order

  Yes

  No

  N/A

• Icecream machine clean and operational

  Yes

  No

  N/A

• Post mix dispenser clean and correctly calibrated

  Yes

  No

  N/A

• Food Safety - Check dates, rotation of product, cross contamination (FOH & BOH)

  Yes

  No

  N/A

• Legal Book check - temp control, cleaning schedules etc

  Yes

  No

  N/A

• COSHH data sheets available

  Yes

  No

  N/A

• Cleaning chemicals and equipment in place and available - include check of chemical storage

  Yes

  No

  N/A

• Fridge temperatures - 1 - 5, seals in tact, clean and tidy

  Yes

  No

  N/A

• Freezer temperatures - 18 - 23, seals in tact, clean and tidy, no ice build up

  Yes

  No

  N/A

• Ice machine - clean internal and external, evidence of cleaning records

  Yes

  No

  N/A

• Lighting in place and in tact

  Yes

  No

  N/A

• Floor, walls, ceiling - clean, tidy and undamaged

  Yes

  No

  N/A

• Refuse - bins clean and waste segregated as appropriate, minimal amounts

  Yes

  No

  N/A

• Dishwasher - Clean, temperature at the right level, good working order

  Yes

  No

  N/A

• Sinks - clean, water runs at correct temperature and undamaged

  Yes

  No

  N/A

• Handwash sinks - water correct temperature with soap, blue roll and sanitser

  Yes

  No

  N/A

• Racking/Shelving - Clean, Tidy and undamaged

  Yes

  No

  N/A

• Cleaning - rota in place and reflects condition of store

  Yes

  No

  N/A

• PPE in place, evidence of use, in good condition

  Yes

  No

  N/A

• Was the inside of the unit Clean & Tidy, Well Maintained, Welcoming

  Yes

  No

  N/A

• Was your purchase well presented, Tasted good, at an appropriate temperature

  Yes

  No

  N/A

• How long did it take from joining the queue to receive your order? 2-3 min, 4-5 min, 6 + min

• Were you offered an additional product or a large item? Yes or No

  Yes

  No

  N/A

• WHS

  Yes

  No

  N/A

• Yes

  No

  N/A

• Actions

• Food Safety - Check dates, rotation of product, cross contamination (FOH & BOH)

  Yes

  No

  N/A

• Legal Book check - temp control, cleaning schedules etc

  Yes

  No

  N/A

• COSHH data sheets available

  Yes

  No

  N/A

• Cleaning chemicals and equipment in place and available - include check of chemical storage

  Yes

  No

  N/A

• Fridge temperatures - 1 - 5, seals in tact, clean and tidy

  Yes

  No

  N/A

• Icecream Freezer temperatures - seals in tact, clean and tidy, no ice build up

  Yes

  No

  N/A

• Lighting in place and in tact

  Yes

  No

  N/A

• Floor, walls, ceiling - clean, tidy and undamaged

  Yes

  No

  N/A

• Refuse - bins clean and waste segregated as appropriate, minimal amounts

  Yes

  No

  N/A

• Costa Machine clean, fully stocked and in good working order

  Yes

  No

  N/A

• Age restricted sales - legal notices and evidenced

  Yes

  No

  N/A

• Tobacco cabinet covered and no product on display

  Yes

  No

  N/A

• SEL check

  Yes

  No

  N/A

• Racking/Shelving - Clean, Tidy and undamaged

  Yes

  No

  N/A

• Cleaning - rota in place and reflects condition of store

  Yes

  No

  N/A

• PPE in place, evidence of use, in good condition

  Yes

  No

  N/A

• Was the inside of the store Clean & tidy, Lighting and Flooring: Well maintained, Shop floor clear of obstructions

  Yes

  No

  N/A

• Is there full avaliability of food and well displayed

  Yes

  No

  N/A

• How long did it take from joining the queue, to receive your order? 0-2 minutes, 2-3 minutes, 3+ minutes

• Did the colleague provide any form of upsell and/or additional item suggestion at any stage during the transaction?

  Yes

  No

  N/A

Forecourt (Deli to go, Shell & BP)

• Yes

  No

  N/A

• Actions

• Food Safety - Check dates, rotation of product, cross contamination (FOH & BOH)

  Yes

  No

  N/A

• Legal Book check - temp control, cleaning schedules etc

  Yes

  No

  N/A

• COSHH data sheets available

  Yes

  No

  N/A

• Cleaning chemicals and equipment in place and available - include check of chemical storage

  Yes

  No

  N/A

• Fridge temperatures - 1 - 5, seals in tact, clean and tidy

  Yes

  No

  N/A

• Freezer temperatures - 18 - 23, seals in tact, clean and tidy, no ice build up

  Yes

  No

  N/A

• Ovens cleaned and in working order

  Yes

  No

  N/A

• Hot hold and hot dog roller clean and in good working order

  Yes

  No

  N/A

• Lighting in place and in tact

  Yes

  No

  N/A

• Floor, walls, ceiling - clean, tidy and undamaged

  Yes

  No

  N/A

• Refuse - bins clean and waste segregated as appropriate, minimal amounts

  Yes

  No

  N/A

• Sinks - clean, water runs at correct temperature and undamaged

  Yes

  No

  N/A

• FAMOUS 5

  Yes

  No

  N/A

• Handwash sinks - water correct temperature with soap, blue roll and sanitser

  Yes

  No

  N/A

• Racking/Shelving - Clean, Tidy and undamaged

  Yes

  No

  N/A

• Cleaning - rota in place and reflects condition of store

  Yes

  No

  N/A

• PPE in place, evidence of use, in good condition

  Yes

  No

  N/A

• Tobacco cabinet covered and no product on display

  Yes

  No

  N/A

• SEL check

  Yes

  No

  N/A

• Age restricted sales - legal notices and evidenced

  Yes

  No

  N/A

• External checks as per daily check schedule

  Yes

  No

  N/A

• Was the inside of the store Clean & tidy, Lighting and Flooring: Well maintained, Shop floor clear of obstructions

  Yes

  No

  N/A

• Is there full avaliability of food and well displayed

  Yes

  No

  N/A

• How long did it take from joining the queue, to receive your order? 0-2 minutes, 2-3 minutes, 3+ minutes

• Did the colleague provide any form of upsell and/or additional item suggestion at any stage during the transaction?

  Yes

  No

  N/A

• Waitrose

  Yes

  No

  N/A

• Yes

  No

  N/A

• Actions

• Food Safety - Check dates, rotation of product, cross contamination (FOH & BOH)

  Yes

  No

  N/A

• Legal Book check - temp control, cleaning schedules etc

  Yes

  No

  N/A

• COSHH data sheets available

  Yes

  No

  N/A

• Cleaning chemicals and equipment in place and available - include check of chemical storage

  Yes

  No

  N/A

• Fridge temperatures - 1 - 5, seals in tact, clean and tidy

  Yes

  No

  N/A

• Freezer temperatures - 18 - 23, seals in tact, clean and tidy, no ice build up

  Yes

  No

  N/A

• Lighting in place and in tact

  Yes

  No

  N/A

• Costa Machine clean, fully stocked and in good working order

  Yes

  No

  N/A

• Age restricted sales - legal notices and evidenced

  Yes

  No

  N/A

• Floor, walls, ceiling - clean, tidy, undamaged and clear of debris

  Yes

  No

  N/A

• Refuse - bins clean and waste segregated as appropriate, minimal amounts

  Yes

  No

  N/A

• SEL check

  Yes

  No

  N/A

• Racking/Shelving - Clean, Tidy and undamaged

  Yes

  No

  N/A

• Cleaning - rota in place and reflects condition of store

  Yes

  No

  N/A

• PPE in place, evidence of use, in good condition

  Yes

  No

  N/A

• Team member made eye contact and smiled

  Yes

  No

  N/A

• Team member acted in a professional and courteous manner

  Yes

  No

  N/A

• Team members worked efficiently

  Yes

  No

  N/A

• Clean & Smart uniform

  Yes

  No

  N/A

• name badge present

  Yes

  No

  N/A

• Length of time to be acknowledges

• Length of time to be served

• Length of time it took to deliver your items / complete your transaction

• Were you prompted for a my waitrose card

  Yes

  No

  N/A

• Were any particular members of staff very helpful, extremley charming and/or absolutly outstanding

  Yes

  No

  N/A

• Did the team member describe the product in a passionate and engaging way, using descriptive words such as its my favourite, love this products/ its tasty/gooey/salty/special offer/ limited eddition or tastes great with

  Yes

  No

  N/A

• Is inside the store Clean & tidy, Lighting and Flooring: Well maintained, Shop floor clear of obstructions

  Yes

  No

  N/A

• Is there full avaliability of food and well displayed

  Yes

  No

  N/A

• How long did it take from joining the queue, to receive your order? 0-2 minutes, 2-3 minutes, 3+ minutes

• FAMOUS 5

  Yes

  No

  N/A

• Did the colleague provide any form of upsell and/or additional item suggestion at any stage during the transaction?

  Yes

  No

  N/A

• Hotels

  Yes

  No

  N/A

• Yes

  No

  N/A

• Actions

• Car park clean

  Yes

  No

  N/A

• Back doors locked (including laundry rooms)

  Yes

  No

  N/A

• Uniforms

  Yes

  No

  N/A

• Correct POS on display at reception

  Yes

  No

  N/A

• LEGAL:

  Yes

  No

  N/A

• - Shower heads

  Yes

  No

  N/A

• - Water testing

  Yes

  No

  N/A

• - Evacuations

  Yes

  No

  N/A

• - Mattress turn

  Yes

  No

  N/A

• Front desk system (unauthorised accounts / dummy rooms / live walk outs)

  Yes

  No

  N/A

MAIN SITE MARKETING FOR HOTELS:

• - Correct and current posters

  Yes

  No

  N/A

• - Directories/flyers at till points/via dispensers

  Yes

  No

  N/A

• - Bungee banner

  Yes

  No

  N/A

• AGC

  Yes

  No

  N/A

• Yes

  No

  N/A

• Actions

• Décor in good order

  Yes

  No

  N/A

• Flooring clean and tidy

  Yes

  No

  N/A

• Checks – 20 mins

  Yes

  No

  N/A

• Tables clean and tidy

  Yes

  No

  N/A

• Stools - clean and in good working order

  Yes

  No

  N/A

• Air conditioning unit

  Yes

  No

  N/A

• Licenses displayed

  Yes

  No

  N/A

• Team members monitoring area and are customer focussed

  Yes

  No

  N/A

• ‘Over 18’ signage

  Yes

  No

  N/A

• No chewing gum on machines

  Yes

  No

  N/A

• Camera positioning

  Yes

  No

  N/A

Security

• Yes

  No

  N/A

• Actions

• Parking areas well lit

  Yes

  No

  N/A

• Rear entrance locked

  Yes

  No

  N/A

• Store rooms locked

  Yes

  No

  N/A

• Cash windows mirrored

  Yes

  No

  N/A

• Video tape management

  Yes

  No

  N/A

• Age of video tapes

  Yes

  No

  N/A

• Cameras on exits

  Yes

  No

  N/A

• Night cameras on exits

  Yes

  No

  N/A

• Panic button in Hotel

  Yes

  No

  N/A

• Hotel entrance well lit

  Yes

  No

  N/A

• Forecourt cameras

  Yes

  No

  N/A

Retail storage area

• Gamezone cameras

  Yes

  No

  N/A

• Key control in place

  Yes

  No

  N/A

• Nigh stock management

  Yes

  No

  N/A

• FAMOUS 5

  Yes

  No

  N/A

• Duty manager visits

  Yes

  No

  N/A

• Night lock down

  Yes

  No

  N/A

Forecourt doing drops

• 2 people for banking

  Yes

  No

  N/A

DEVELOPMENT

BSC - People

• Yes

  No

  N/A

• Actions

• Review training element by period and YTD and identify strengths and opportunities

  Yes

  No

  N/A

• Review 90 day retention element by period and YTD and identify strengths and opportunities

  Yes

  No

  N/A

• Review stability element by period and YTD and identify strengths and opportunities

  Yes

  No

  N/A

Unit Structures

• Yes

  No

  N/A

• Actions

• Actual management structure % vs Planned unit structure (%)

  Yes

  No

  N/A

Recruitment

• Yes

  No

  N/A

• Actions

• Review current Lunar vacancies onsite

  Yes

  No

  N/A

• Review current Team Member vacancies

  Yes

  No

  N/A

• Review sample of requisitions and recruitment pipeline to identify if the correct process is being followed

  Yes

  No

  N/A

• Review recruitment streams and any challenges

  Yes

  No

  N/A

• Welcome Wednesdays

  Yes

  No

  N/A

• Yes

  No

  N/A

• Actions

• Welcome Wednesday is being delivered to standard

  Yes

  No

  N/A

• The Site has enough nominated and trained ambassadors to carry out the session

  Yes

  No

  N/A

• The Site are using the correct Welcome Wednesday training materials

  Yes

  No

  N/A

• Speak to at least 3 x new starters about their induction experience

  Yes

  No

  N/A

Brand Training

• Yes

  No

  N/A

• Actions

• Using BSC information speak to UBMs and their teams about how well they are executing their brand training

  Yes

  No

  N/A

• Review any management brand training trackers to understand brand compliance e.g. KFC, Subway

  Yes

  No

  N/A