Retail - Limited Service

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Retail- Limited Services

Service

Were employees observed acknowledging (hello, welcome, how can I help, etc.) customers?
Did employees rapport with customers (interact on a personal level, ask how they were doing, ask about family and the like) during the service?
Were employees observed thanking or acknowledging customers after service was provided?
Were employees dressed in the appropriate uniform including black pants, and chef coats or collared shirts?
Were all employees wearing their hospital badge, and was the badge worn above the employee's waist?
Was evaluator able to find hours of operation (posted, intranet, social media) within five (5) minutes?
Were all POS terminals open and staffed during peak times (will vary by location)?
Were cashiers processing transactions efficiently (2 -3 per minute)?
Were receipts automatically provided or offered for all products and services?
Were standard grill items and/or main station items delivered in 10 minutes or less once ordered from the staff behind the line?
Were customers served with a completed POS transaction within 10 minutes or less (not including customized transactions/orders)?

Marketing / Communication

Was the essential signage posted at the grill? (Consumer Advisory, Allergen, Hamburgers Fully Cooked)
Was there pricing signage for all menu items offered?
Do product names on PIDs match the names on any signage (including digital or print)?
Were all beverages within date (no expired beverages)?
Were there menu item identifiers present for all menu items?
Do calorie counts on PIDs match the calorie counts on any signage (including digital or print)?
Did Morrison ensure that a full nutritional analysis was available for all menu items served?
Were digital menu boards in use and were they functional?
Was the manager maintaining a log of Retail Rallies for the past thirty days?
Was there a customer feedback program in place in view of the customer?
Was sampling encouraged utilizing sampling signage?
As a value for the customer, was a bundled combo available at a reduced price that at breakfast included a Breakfast Sandwich and hand fruit and an Entrée and a side at lunch?
Were both decaffeinated coffee and decaffeinated hot tea available for purchase?

Food Presentation / Quality

Was 100% fruit juice offered?
Was juice of 12 oz or less offered?
Were water selections placed at eye level?
Was digital signage or a cling used to advertise monthly water promotion.
Was there a minimum of five (5) single service beverage types available (water, sports drink, teas, carbonated beverage, juice, etc.)?
Is Grab-n-Go waste being recorded or logged?
Were all Grab-n-Go, pre-packaged or carry-out products, labeled, dated and not expired?
Were freshly prepared menu items available throughout the meal period (no closing of stations during posted service)?
Were refrigerated retail items available throughout the meal period (no run outs or empty stock slots)?
Were pre-packaged retail food items available throughout the meal period (no run outs or empty stock slots)?
Were crackers stocked and available at the soup area?(low sodium crackers are not required)
Did the soup look / appear fresh?
Were Servery serving utensils being used adhering to operator retail and culinary standards?
Did the soup ladles have heat resistant handles?
Was the soup temperature documented every two (2) hours of service?
Did the taste of the soup match menu board description and flavor profile?
Was low-fat or unsweetened yogurt available?
Were at least three (3) varieties of whole fresh fruit available?
Did the sides / snacks look / appear fresh?
Did the taste of the in-house prepared sides / snacks match menu board description and flavor profile?
Did the salads look / appear fresh?
Did the sandwiches look / appear fresh?
Did the breakfast bar/entrees look / appear fresh?
Were hot food items put on the line no more than fifteen (15) minutes ahead of service?
Did the taste of the in-house prepared breakfast/entree match menu board description and taste flavor profile?
Was at least one (1) hot cereal available for purchase?
Did the desserts look / appear fresh?
Were both Fresh Fruit and Bottle Water offered at the register?

Wellness Initiatives

Did Morrison ensure that snacks offered at the registers followed the Healthy You criteria?
Did Morrison ensure that retail café offering met a minimum of fifty percent (50%) healthy offerings?
Was the Healthy You criteria being used to identify healthy eating options?
Was the "MenuWorks Nutrient Analysis" report from Menu Works, available for menu items, upon request?

Technology

Was POS technology working properly during observation period?
Was the remote ordering platform (kiosk or mobile app) easy to use?
Was the meal/item delivered as ordered through the remote ordering platform (kiosk or mobile app)?
Did the meal/item delivered as ordered through the remote ordering platform (kiosk) arrive within 5 - 7 minutes of order being placed?

Cleanliness / Organization

Was there evidence of Morrison cleaning behind the serving line walls up to 5 feet daily?
Was there evidence of Morrison cleaning kitchen floors on a daily basis?
Was there evidence of Morrison cleaning kitchen walls up to 5 feet weekly as needed?
Was there evidence of Morrison completing waste removal (to dumpster/or designated pickup point) daily?
Was there evidence of Morrison cleaning serving line floors (kitchen side)daily & as needed?
Was there evidence of Morrison cleaning the serving line counters daily & as needed?
Was there evidence of Morrison removing waste to dumpster (during & after service hours) daily?
Was there evidence of Morrison performing daily cleaning as needed?
Was there evidence of Morrison cleaning kitchen, refrigerators and freezer equipment daily?
Was there evidence of Morrison cleaning worktops, counters, and cabinets daily?
Was there evidence of Morrison cleaning storage area floors and walls up to 5 feet weekly and as needed?
Was there evidence of Morrison cleaning storage area shelving, worktops, and cabinets as needed?
Were all appropriate condiment available (ketchup, mustard, mayo, hot sauce, etc.)?
Were drip trays used with pump condiment dispensers? (Paper towels and napkins may not cover drip trays.)
Were sugar-free syrup and sugar-free jelly available?
Is low-fat mayo the standard for all sandwiches?
Were condiments available throughout the meal period (no run outs or empty stock slots)?
Were straws available by request only?
Were crushed red pepper and parmesan cheese available when pizza was served in packets or bulk?
Was regular cleaning and maintaining of condiment areas observed during the meal period?
Was regular cleaning and maintaining of serving counters observed during the meal period?
Were all food display cases clean and without debris?
Were all retail snacks removed from their original box and displayed in appropriate smallwares?
Was regular cleaning and maintaining of dining areas observed during the meal period?
Were the customer facing refrigerators / freezers clean and free from debris, food splashes or fingerprints?
Were trash receptacles that are the responsibility of the operator emptied throughout the observation period when full?
Were all floors and carpeting that are the responsibility of the operator maintained during the observation period?

Administration / Procedures

Did the posted price match the POS signage price?
Did the posted price match the POS signage price?
Did the posted price match the POS signage price?
Were all FF&E items operational or was there evidence a work order has been submitted for repair?

Customer Service

Were both 8oz and 12oz or 16oz soup containers available with appropriate lids?
Did stations that offered samples have the appropriate supplies and tools available? (souffle cups, cocktail napkins, etc.)
Does the manager maintain a folder with responses to all feedback comments/requests?
Did all barcodes scan properly at the self-checkout station?
Did the self-checkout terminal prompt for a receipt?

Safety / Food Safety

Were wet floor signs available for liquid spills?
Were there any noticeable safety, equipment or floor hazards (standing water, obstructions or grease spills) evident and not addressed by staff?
Are all hand sinks working and supplied properly (paper towels, hot water, soap, signage)? (test 3) Signage: "Employees must wash hands before returning to work."
Were cold food items put out more than 30 minutes ahead of service?
Were cold items 41 degrees or below?
Were cold items 41 degrees or below?
Were hot items 135 degrees or above?
Were hot items 135 degrees or above?
Were all HACCP logs hidden from customer view?
Were temperature logs for front of house cold storage units completed each day (fully and consistently)?
Were backup thermometers available in all coolers? This does not include the manufacturer's installed / electronic thermometers.
Were food temperature logs for high risk items (proteins, in-house prepared items) completed each day (fully and consistently)?

Customer Journey

Were you able to customize / modify the order on the ordering kiosk exactly how you wanted to?
Were self-checkout transactions completed in under one (1) minute?
Was there evidence of the employees engaging and promoting menu items or specials of the day (i.e. introducing, educating, etc.)?
When prompted with an allergen question, could employees respond appropriately and provide alternative food options if needed?
Was the presentation of the ordered food acceptable?
Was the food served at the proper temperature?
Did the taste/flavor of the product meet evaluator expectations? (I.e. Bland, Fresh, Soggy, Dry)
Does entry way welcome signage communicate daily specials / promotions?
Were employees observed offering samples to customers as appropriate?