Information
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Store:
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Date and Time:
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Prepared by:
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Location
Hospitality
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CARHOP CUSTOMER INTERACTION - Did the carhop greet the customer smiling and look them in the eyes, introduce themselves, read back the order, tell the cost, offer them ketchup, thank, and close with "If you need anything else just press the red button"?
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DRIVE THRU - Is someone greeting the customer at the DT window with 10 seconds? Is the hop out door being utilized?
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CUSTOMER AWARENESS - Is anyone calling cars on (if appropriate)? Is the kitchen acknowledging this?
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SWITCHBOARD - Did the crew member use a proper greeting with their name? Did they read the order back, suggestive sell appropriately, tell the cost, thank, and use a proper closing? Is the SB and headset in good repair?
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CHECK BACK - Did the carhop ask the guest about their meal, service, or suggestive sell?
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CARHOP HUSTLE - Is the carhop hustling (walking with a purpose or running)? Is there a carhop certification filled out for every carhop working?
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SKATING - Is anyone wearing skates? Does the store have any skaters hired?
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PACKAGING - Are the Sack Setting Guidelines posted and utilized? Are sacks being set on the tray with the logo facing the customer, and the carry out tray facing the carhop?<br>1. Wacky Packs - Toy given out matches POP outside, under 3 toys on hand, and no mints being served with the Wacky Pack.
Service Speed
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Reply Time:
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Delivery Time:
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Late Ticket %:
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Critical Late # and %:
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COOK ISLE AWARENESS - Is the cook isle dropping what takes longest to cook first, working off of the "fly" monitors, and is there a kitchen QB taking care of business? The frontline should not be calling out food unless appropriate.
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RUSH PREP - Is the store stocked and ready to go by10:30 AM, or the next rush? Was the shift change smooth?
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POSITION CHART - Is the chart being used, and is the crew staying in their designated positions? Do they have "aces in their places"? Are employee breaks affecting service in a negative way?
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SENSE OF URGENCY - Is every employee working quickly and with a sense of urgency? Does getting orders prepared and out to the customer take priority over other duties? Is the crew working as a team? Is anyone clocking orders early?
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SERVICE GOALS - Are the service time goals (reply, AV time, and late tickets) posted, and is the crew aware of them? Is the crew aware of recent Mystery Shop scores and Fantrak scores? Is management using these to motivate the crew?
Exterior
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MARQUEE & EMC - Is this working and being utilized? Is the primary promotion posted or in rotation? For marquees, is this being changed weekly and is the message correct and legible?
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MENU HOUSINGS & DT - Is the menu (check ALL), clean, in good repair, and have the correct POP posted (does it match current kid toy)? Is the PAYS unit working?
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LANDSCAPE - Is the lawn mowed & trimmed (not lower than 3"). Is the lawn and landscaping free of weeds, trash and debris? Is the irrigation system operable. Do the flower pots (I/A) have something eye appealing in them?
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LOT & SURROUNDING AREAS - Is the lot, sidewalk, and dumpster area free of excessive grease, oil, litter, gum, clutter, etc? Is the concrete/asphalt in good repair? Does the striping on the parking lot look good? Is there a written lot program posted, and is it being followed? Are the trash cans clean, lined, and not overflowing? Are the dumpster gates closed and in good condition (Fence I/A)?
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PATIO - Is the patio area clean & organized? Is all furniture in good repair? Is Sonic Radio working and sound clear?
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EXTERIOR LIGHTING - 4' canopy bulbs, menus, DT, stall stars, enter/exit signs, security lights, barrel canopy, and all signs are working.
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WINDOWS - Are all windows clean (including doors)? Is there any clutter on the ledges?
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RESTROOMS - Interior, clean & odor free, sink, toilet, hand dryer/paper towel dispenser in good working order. Is there a hand washing sign posted? Is the trash can clean, lined, and have a lid?
Quality
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FREEZERS & COOLERS - Is everything in the freezers and coolers dated correctly? (FIFO, Temper Tags, daymark printer labels)
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ICE CREAM - Is the ice cream product being made according to the recipe (weighing, correct overrun, proper portioning)? The finished product has a good eye appeal. Is the store using a clean, mold free cutting board? Are bananas being rinsed before being cut? Are multi-use scoops being used when appropriate, and are the handles being stored out of the product? Are all of the pumps and ladles in the fountainett dispensing 1/2 oz portions?
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DRINKS - Are the presets correct? Is the ice portioning correct and is quality of the ice good? Does the drink taste good? Are drink spills being wiped off? Are real cherries being served with all cherry flavored drinks and slushes?
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ENTREES & SIDES - Are all appropriate timers being used? Is the product hot, fresh, and taste good? Is it being made correctly and have good eye appeal? <br>1. Hot Dogs - Appropriate amount on hand, good quality, proper temp (>165 to <190), and Coneys are portioned properly & made neatly. <br>2. Chili/Gravy - Is being heated in separate cooker or on the grill, appropriate amount is being held, not mixing "old" & "new" using separate spoons, proper temperature (>165 to <190). <br>3. Bacon - Good quality, not burnt, gapped properly, correct amount on hand, stored in a warmer or reheated on the grill. Is there a press sitting on the grill?
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FRYER OIL - Is the oil in good condition, at the proper level, and being skimmed regularly? Is the shortening being filtered twice a day? Are the fryers clean and being boiled out on a monthly basis? Are baskets being shaken 1/2 way thru cooking time and before dumping? Is the product being pulled up early, or being dumped directly from the basket to the carton?<br>1. FF/TT - Cooked from a frozen state, cooking no more than a 1/2 basket at a time, properly salted & portioned.<br>2. O-Rings - Good quality and portioned correctly. <br>
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PRODUCTION & BUILD TO'S - Is management controlling the food production and aware of the current build to's?
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PREP & TEMPER CHART - Is the Prep Chart being completed by management only, accurately, and up to date? Is produce rinsed off prior to prepping? Tomatoes - Listed as "each" on the prep chart, being cored, using false bottoms, and do they meet the bare minimum requirements (Edible)? Are the build to's in line with store volume? Is the Temper Chart being utilized, and is the correct amount of product being tempered? List any problem areas or recommendations.
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BREAD / TORTILLA - Is the bread being rotated properly and within the use thru date, prepped when necessary, wrapped up overnight, and bread ties stored or discarded so that they will not fall into condiments? Are the tortilla shells in good quality and being stored in an approved container?
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SIGNAGE - Are the proper charts posted (tongs, cook/hold times, grill placement chart, filtering procedures)?
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OR PREP (I/A) - Are the onion rings being prepped per procedure (2-1 water to batter ratio)? Is refrigerated water or coke fountain water being used for the onion ring batter, and is the batter being held in a cold pan/ice bath? Are the trays of onion rings being covered and dated?
Miscellaneous
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NIGHTLY REPORT - Is management reviewing the Nightly Report daily?
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MANAGEMENT & CREW APPEARANCE - Uniforms/Grooming - clean and neat, any facial hair must be neatly trimmed. Does management and carhops have on name tags, are all employees FSA compliant, is everyone following the guidelines set forth in the employees hand book? No off duty employees should be hanging out at any time.
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DESK, SURROUNDING AREA - Is this area clean, neat, and organized? Does the GM have an organized and effective routine for taking care of administrative duties? Is there a Manager Log book on hand, and is it being utilized? Is the emergency # list posted and up to date?
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HOUSEKEEPING - The store is clean and organized (walls, ceiling, floor, racks, shelving, tables, etc). Are personal items stored where they belong (away from food/paper products)?
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SCHEDULE - Review the schedule. Is management following the scheduling requirements? Is the schedule staffed properly for servicing the customer, keeping the store clean, and in a productive manner? Is the the prior year Weekly Report posted with the schedule? Is the schedule being used correctly (hours being totaled, correct abbreviations, being filed away correctly, etc)
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SMOKING AREA - Clean, using a real ashtray, smoking only in designated area, and following posted guidelines for smoking.
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MANAGEMENT - Is management effectively directing the crew and "running the store", with minimal talking? Are employee breaks affecting service in a negative way? Are the breaks being given in accordance to the Excel Handbook? Is the MOD participating in 95% of the orders?
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SONIC SAFE - Is Sonic Safe and the meat temp log completed up to the hour? Are gloves being worn in the kitchen, and when appropriate, up front? Were the untensils and towel buckets changed out every two hours? Is the store following the Excel towel program or a FSA approved program? Are the sani strips on hand & being utilized? Has the store conducted a self FSA and emailed it to the supervisor in the last 30 days? Have all members of management been Serve Safe Certified in the last 3 years?
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DUTY LISTS - Daily/Weekly/Monthly/Periodic duty lists - These are posted and being used (not just marked off)
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SAFETY - General safety and security procedures are being followed. (Ex. the store has a 1st aid kit properly stocked and a blood borne pathogen kit on hand, the crew is wearing slip resistant shoes, back and side doors are locked, cutting gloves on hand, 60/60 rule being followed, etc)
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CASH LONG/SHORT - Enter MTD long/short. Do they need to be using the cash awareness chart? Is the cash drawer locked at all times? Is there no more than 1 deposit in the safe at a time, and was the deposit taken to the bank before lunch?
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EQUIPMENT - Is all equipment clean, well maintained, and in good working order. List any issues, and plan & timeline for repair/replacement of equipment.
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LSM - What has the store done since your last visit? Is management walking the lot and talking to customers? Does the GM have a written LSM plan? Is the store being decorated for holidays, etc?
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TANKLESS WATER HEATER - Has this been flushed in the last 30 days? (Ask management, and check and see if proper tools are on hand for doing this)
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PRODUCE PRICING - Does the pricing in RMS match the most recent produce prices (verify with last truck invoice)? Are vendors being checked in properly?
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EMPLOYEE DISCOUNTS - Are employees ringing up their personal orders correctly and using the correct discounts? Is there a receipt accompanying the item(s) purchased?
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FLOOR - The floors are dry and free of clutter, slip and fall hazards. The brooms, squeegees, dust pans, deck brush, and hoses are in good repair and put up properly.
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ADDITIONAL COMMENTS:
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Add media
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MOD:
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Supervisor:
