Region 9 - Pattern Of Management

• Restaurant #

• Location
  Address

• Conducted on

  Date

• Prepared by

• Restaurant manager/ Person in charge

Guest Service - Drive Thru Speaker Box Employees

• Acknowledge guests within 5 seconds -engaged, friendly and smiling

  Yes

  No

  N/A

• Greet guests with name and ask for order

  Yes

  No

  N/A

• Speak clearly and are easy to understand

  Yes

  No

  N/A

• Use smart - selling techniques

  Yes

  No

  N/A

• Confirm order on the screen with "Do I have your order correct on the screen?"

  Yes

  No

  N/A

Guest Service - Drive Thru Window Employees

• Greet guest within 5 seconds - engaged, friendly and smiling

  Yes

  No

  N/A

• Speak clearly and are easy to understand

  Yes

  No

  N/A

• Repeat order before payment and make necessary changes or additions

  Yes

  No

  N/A

• Provide proper change and receipt

  Yes

  No

  N/A

• Engage in appropriate small talk

  Yes

  No

  N/A

• Offer appropriate utensils/condiments

  Yes

  No

  N/A

• Follow proper bagging guidelines

  Yes

  No

  N/A

• Ask if transaction was satisfactory or apologize

  Yes

  No

  N/A

• Thank the guests

  Yes

  No

  N/A

• Invite guests back

  Yes

  No

  N/A

• Understand and use the say YES to the guest model to resolve problems

  Yes

  No

  N/A

• No cars parked

  Yes

  No

  N/A

Guest Service - Front Counter Employees

• Greet guests immediately

  Yes

  No

  N/A

• Are engaged, friendly and smiling

  Yes

  No

  N/A

• Speak clearly and are easy to understand

  Yes

  No

  N/A

• Are hustling

  Yes

  No

  N/A

• Use smart - selling techniques

  Yes

  No

  N/A

• Repeat order before providing total

  Yes

  No

  N/A

• Provide proper change and receipt

  Yes

  No

  N/A

• Repeat order and clarify items in bag/on tray

  Yes

  No

  N/A

• Provide necessary utensils/condiments, and ask if ketchup is needed

  Yes

  No

  N/A

• Follow proper serving guidelines

  Yes

  No

  N/A

• Thank guests and provide appropriate parting comment

  Yes

  No

  N/A

• Understand and use the say YES to the guest model to resolve problems

  Yes

  No

  N/A

• Provide table touching in the dining room

  Yes

  No

  N/A

All Employees

• Are engaged and hustling

  Yes

  No

  N/A

• Wear proper uniforms, including slip -resistant shoes and name tag

  Yes

  No

  N/A

• Are properly groom - shirt tucked in, hair, jewelry, nails within standards

  Yes

  No

  N/A

Exterior

• Parking lot

  Yes

  No

  N/A

• Dumpster area and doors

  Yes

  No

  N/A

• Building exterior and landscaping (including Newspaper machines)

  Yes

  No

  N/A

• Trash cans (not overflowing)

  Yes

  No

  N/A

• Back door and slab

  Yes

  No

  N/A

• Drive - Thru windows and walls

  Yes

  No

  N/A

• Exterior lights (working)

  Yes

  No

  N/A

• Menu board, POP, decals and all signage ( properly display and current)

  Yes

  No

  N/A

• OCS board (working)

  Yes

  No

  N/A

Interior

• Dining room tables and decor

  Yes

  No

  N/A

• Drink station and condiment area

  Yes

  No

  N/A

• Drink nozzles and ice bins

  Yes

  No

  N/A

• Floor and baseboards

  Yes

  No

  N/A

• Windows/doors

  Yes

  No

  N/A

• Restroom (Stocked)

  Yes

  No

  N/A

• Counter and visible kitchen area (organized)

  Yes

  No

  N/A

• Trash (not overflowing)

  Yes

  No

  N/A

• Cleaning Routine and Cleanliness Assurance Chart are followed

  Yes

  No

  N/A

• 

Food Quality

• New products on menu cooked and assembled according to procedure

  Yes

  No

  N/A

• Salads assembled and portioned according to job aids

  Yes

  No

  N/A

• Salads served only with fresh ingredients

  Yes

  No

  N/A

• Bread is in date and properly stored

  Yes

  No

  N/A

• Bread is properly whirled (if applicable) and toasted

  Yes

  No

  N/A

• Toasters are properly maintained

  Yes

  No

  N/A

• Saucing procedures followed for proper portioning

  Yes

  No

  N/A

• Assemble to order (ATO)/ Continuous cooking procedures are followed at grill and fryer

  Yes

  No

  N/A

• # Upon arrival, check fry bin and holding units. Do quantities of fries, patties and other products reflect Build-to-Chart?
  # Upon arrival, check destroyed food bin. Is it significantly fuller at the end if your visit?

• Patties are not pressed

  Yes

  No

  N/A

• Proper fryer cooking is demonstrated (oil quality, skim oil, salting fries)

  Yes

  No

  N/A

• Quality Shift Checklists in Daily Communication Log are completed properly

  Yes

  No

  N/A

• All products are within shelf life

  Yes

  No

  N/A

• Staging and hold times are followed

  Yes

  No

  N/A

• 

• #Front and back of meat patty drawers and/or different chicken patties do not have the same remaining time.
  #Check quality of staged products. Are patties dry or breaking apart?

Food Safety

• HACCP documents

  Yes

  No

  N/A

• HACCP documents complete or Manager has noted appropriate action for failure and/or coaching and corrective action for employee.

• Hand Washing Program

  Yes

  No

  N/A

• Hands are being washed to prevent cross contamination. Hourly hand wash program is happening.

• Employee Health/Hygiene

  Yes

  No

  N/A

• No ill employees(fever,nausea,vomiting,diarrhea). Gloves worn properly when required. Wound bandaged/covered.

• Grill Tools

  Yes

  No

  N/A

• Correctly used, stored, labeled, and rotated. (Includes spatulas use).

• Final Flip/Visual Check

  Yes

  No

  N/A

• Final Flip on hamburger patties/Visual check on hamburger patties&eggs. No undercooked patty served.

• Storage Temperatures

  Yes

  No

  N/A

• All storage temperatures meet standard. Cooler <41F, Freezer <20F. No product throwing at room temperature; exclude bread and tortillas.

• Cooking Temperatures

  Yes

  No

  N/A

• Flat all grill lane temperature >325F. Clamshell grill surface >285F, Platens >410F.

• Hamburger patty temperature check demonstration

  Yes

  No

  N/A

• Appearance Standard

  Yes

  No

  N/A

• Employees in compliance with hair, jewelry, and fingernail standards.

• Critical Tempertures

  Yes

  No

  N/A

• Shake mix, smoothie yogurt base, natural cheeses 41F max. Fish 155F min., rice 140F min.

• Food Safety Risk Assessment

  Yes

  No

  N/A

• # No imminent food safety risks present: Sewage/Standing water present on floors or sinks/drains; No water or no hot water; Pest infestation; Unsanitary conditions; Fire.
  # No bare hand contact with raw patties or fish fillet.
  # No mold, rust, or slime on soda nozzles, diffusers, ice chutes, ice machine.
  # No raw product stored above or behind ready-to-eat product.
  # No chemicals stored above or next to food or food packaging.
  # No cross contamination of tongs, sear tool, cool covers, and storage pans.

Floor Management

• Workstation Positioning is executed correctly (including WSP chart)

  Yes

  No

  N/A

• Work station Planners (or Pre-Rush Checklist) are In use.

  Yes

  No

  N/A

• All employees demonstrate workstation proficiency

  Yes

  No

  N/A

• Management visible on floor all the time and provides effective direction and feedback

  Yes

  No

  N/A

Guest Relations

• Management engages with guests and asks for feedback

  Yes

  No

  N/A

• VOG Alerts and guest relations reports are monitored and followed-up (Identify root cause of Problem Resolution issues)

  Yes

  No

  N/A

• Guest complaints are monitored and follow-up occurs (Complaint Log and Problem Resolution score)

  Yes

  No

  N/A

Sales Building and Cost Optimization

• Management monitors local market trends (Competition/Customer base)

  Yes

  No

  N/A

• Appropriate local restaurant marketing is used

  Yes

  No

  N/A

• Transactions and average check building each week (Transaction goal)

  Yes

  No

  N/A

• Cashier Performance Summary Report reviewed and posted weekly

  Yes

  No

  N/A

• Electronic journal is accessed and analyzed daily (Including Void/Cancelled/small order)

  Yes

  No

  N/A

• Checkbook, destroyed tracking and days on hand within guidelines and current

  Yes

  No

  N/A

Internal Service

• Safety and service certifications are repeated every 6 months (all employees)

  Yes

  No

  N/A

• Performance review and development plans are used effectively

  Yes

  No

  N/A

• Management team members use effective, positive communication

  Yes

  No

  N/A

• Communication Station has current information and is used appropriately

  Yes

  No

  N/A

• "What to Work on" and action plans are communicated effectively (Communication tree)

  Yes

  No

  N/A

• Safety and injury prevention programs are followed (including Right to Know Board and first Aid Kit)

  Yes

  No

  N/A

• Security systems are operational and with the correct time

  Yes

  No

  N/A

Scheduling, Staffing and Succession Ma nagement

• Scheduling is based on accurate sales forecasting and posted by Thursday

  Yes

  No

  N/A

• Block scheduling is not used and 15 min scheduling is used

  Yes

  No

  N/A

• All breaks are scheduled appropriately

  Yes

  No

  N/A

• Hours are allocated properly on schedule

  Yes

  No

  N/A

• Management Scheduling Policy is followed

  Yes

  No

  N/A

• Restaurant staffed with appropriate number of management/Team Members (FT and/or PT)

  Yes

  No

  N/A

• System and schedule in place for all hiring activities

  Yes

  No

  N/A

• All new-hires complete Cross training with >90%

  Yes

  No

  N/A

• An active staffing plan is in use with candidates in development

  Yes

  No

  N/A

• Back of the house organization and cleanliness: Dry storage, Break room, Trash cans

  Yes

  No

  N/A

• Equipment cleanliness (Taco Stager, PHC, POU, Walk-in)

  Yes

  No

  N/A

• Minor Work permits current and followed

  Yes

  No

  N/A

• Time Punch Edits are reasonable

  Yes

  No

  N/A