Restaurant Excellence - Service Flow Area Manager Checklist

• Document No.

• Conducted on

  Date

• Restaurant Number/Name

• Location
  Address

• All customers will queue to the designated service point.

  Yes

  No

• CSTM 1 will take all customer orders, two receipts will print. The first receipt which will only have the order number is to be handed to the customer. The second receipt is to be placed in the docket holder on the packing bench/front counter for the packer. Once the order has been paid the customer's order number will appear on the Pick Up monitor - "Orders Being Freshly Prepared".

  Yes

  No

• Ask the customer to move to the Pick Up area by saying "Your meal will be ready for you to Collect at the Pick Up area, please watch the monitor for your order number". Indicate the Pick Up location with your hand if necessary.

  Yes

  No

• Each customer will move aside to the Pick Up area so that CSTM 1 can take the next customer's order.

  Yes

  No

• A second register (if available) will only be 'opened' if required and/or directed by the Manager on Duty.

  Yes

  No

• CSTM 2/3 will pack orders as they appear on the packing monitor and receipt.

  Yes

  No

• The order must be 'bumped' from the packing monitor once the order is ready to deliver to the customer. When the order is bumped from the packing monitor the order number will drop down to the "Orders Ready" section of the Pick Up monitor. Note: Do not bump the order from the Packing monitor until the order is completely packed and ready to hand to the customer.

  Yes

  No

• When the customer's order is complete, CSTM 2/3 will politely say "I have order number 3001, your meal is ready."

  Yes

  No

• When the customer comes to collect their meal, deliver and close the order according to CHAMPS standards. The second receipt must be handed to the customer with the order.

  Yes

  No

• The order will automatically disappear from the 'Orders Ready' section of the Pick Up monitor after approximately 1 minute.

  Yes

  No

• The service flow will continue until all customers are served.

  Yes

  No

CSTM 1

• Primary role: Serves all customers at the Front Counter.

• Secondary role: Packing - ONLY when there are no other customers in the queue line.

CSTM 2

• Primary role: Packs all orders taken from the Front Counter.

• Secondary role: Packing for Drive Thru, Back up support, restocking and cleaning.

CSTM 3/Plus

• Primary role: Packing at Front Counter.

• Secondary role: Customer Service on Register 2 - A second register (if available) will only be 'opened' if required and/or directed by the Manager on Duty. Packing for Drive Thru, Back up support, restocking and cleaning.

• Manager on Duty Signature:

  Sign

• Area Manager Signature:

  Sign