Information

  • Site conducted

  • Operations Excellence Audit

  • Client / Site

  • Conducted on

  • Conducted by

  • Location
  • FOH Manager

FOH ESSENTIALS

Store First Impression

  • Patio area clean and organized

  • Clean glass door and glass panel

  • Chairs and tables are clean and align (no wobbling tables)

  • Door person is visible at the door and not behind the podium

  • Marketing collaterals updated and organized

  • Clean Artificial plants and flower ( free from dust)

  • Signage turned on and working

  • Organized Host Podium

Dining Area

  • Consistent use of buss tub

  • No busted lights. Properly adjusted lights

  • Clean ledges and corners

  • Sounds in dining area at proper level. <br><br>

  • ACU at proper temperature

  • No flies or any signs of infestation.

  • High chairs are available and well maintained

  • Decor/Furnitures are clean, sanitize and well maintained (free from dust)

  • Bill folders are clean and sanitize

  • POS (free from dirt)

  • Coffee and Service Condiments are on stock, clean and available

Service Station

  • On-stock , proper storage and with labels

  • Cutlery bins are clean and sanitize (no food crumbs)

  • Steel rack organizer well maintained

  • Water dispenser are available

  • Available and well maintained crathco machine

  • Clean and dry floor

  • Complete and available takeout packaging

  • * Service station TOWELs

Table Set-up

  • Complete set-up<br>- Arcylic Standee <br>- Centerpiece ( outside)<br>-Dinner plates - Glass -Dinner knife and Dinner fork -Salt and pepper -Dinner napkin

  • Tables and chairs are aligned. No wobbling tables.

  • Couches are clean. No crumbs/ oil on chairs.

  • coaster are available and cleaned

Serving Gears

  • polished and maintain cleanliness (silverware and serving gear)

Busser's kit are complete and well maintained

  • Standard Caddy

  • Towel Color Coding<br>Blue- to clean<br>White- to sanitize<br>Pink- for chairs and couches

  • Spray Bottle for DISINFECTANT SOLUTION with label

MOD ESSENTIALS

  • Wearing proper management dress code.<br>

  • 100% table visit and engages with the guest.<br>

  • Conducts pre-shift meeting.<br>

  • Mag card accountability. Not being used by staffs.<br>

  • Updates floor plan and properly assign stations

  • Knowledgeable of Hiring process & Training procedures

BAR Station

  • Equipment clean and organized

  • Bar shelf life chart

  • Bar garnish with pass temperature

  • Bar mixture are labelled and rotated

  • All items are labelled and rotated

  • Complete set up and back up of stocks

  • Back up and stock not direct on the floor

  • Back up and stock in safety place

  • Bar shelves are clean and well maintained

  • No busted led strips

  • Floors are clean in

Bar tools and glasses

  • Measuring Cups and Spoons, available for use

  • Blender Machine, clean and functioning

  • Coffee Machine and Grinder- clean and functioning

  • Bar cleaning tools, available and used for cleaning

  • Beverage glasses have no smudges and are clean. 

  • Glass Coaster are available

  • Creamer/ milk jug- well-stocked, no stains

  • Tea pot- well-stocked, no stains

  • Coffee Cups and undeliner- well-stocked, no stains

  • Water bottles are available

  • Water bottle underliner are clean

  • Garbage bin with cover are clean and sanitize

  • Sani-buckets with correct towels are available and properly labeled

CAKE COUNTER

  • Cake Display Chiller no 1. temperature

  • Cake Display chiller no.2 temperature

  • Showcase chiller no. 1 temperature

  • Showcase chiller no.2 temperature

  • Ice cream cabinet temperature

  • Organize cake counter

  • CAKES are rotated and with labelled

  • CAKE AND ICE CREAM STATUS

  • Sani-buckets with correct towels are available and properly labeled

FOH Team members

  • Attentive to guests and apply 5 A’s Guest Focus at all times

  • Sense of Urgency. Walk fast and move fast.

  • Observing "Oyster Theory"

  • Completed validations- initial/1st/3rd/5th month, filed in 201 envelop

  • All FOH Team Members should be validated for Money-Making Scripts

  • Command position-ready to anticipate guest needs

GROOMING STANDARDS AND UNIFORM CHECK (Front of the house)

  • Not faded, Well-pressed uniforms (white polo, black pants/green palda, tucked in; apron)

  • No Jewelries (stud/pearl earrings only for female)

  • Nameplate- Neatly printed. All Caps

  • Hairstyle and grooming standards<br>FEMALE- bun, braid or french twist, black or natural color only<br>MALE- Clean cut, shaven , black or dark brown color only

  • Appropriate make-up for all Female

  • Clean Shaven (for male only)

  • No Perfume nor fabric conditioner on their uniform

  • Black leather/doll shoes and black socks (male only)

  • Tickler

  • 3 click pens

  • 3 click Lighter

  • Hand Sanitizer- Green Cross or Hygienix

  • Small Calculator

  • Wine Opener

  • Clean nails and no nail polish

  • Put-on for employees on break.

  • New uniforms are issued to regular team members every year.

SERVICE EXCELLENCE

SERVICE STRUCTURE

HOST

  • Greet the guest with eye contact, enthusiasm and energy

  • Identified the number of party and preferred seating area

  • Update Floorplan and use the right marker

  • Apply hospitality factors (Things to look for: Carrying baggage for the guest; offer coloring sheets, crayons and high chair for the kids; Addressing regular guest on a first name basis)

  • Open the door for the guest

  • Was able to guide with open palm saying “Right this way, Please”

  • Did other FOH team members greet to welcome the entering guests?

  • Introduce 1,2,3,4 Punch (Manager, Server, Menu & Bar list)

GUEST ACKNOWLEDGEMENT

INTRODUCE YOUR NAME

  • Did the server arrive immediately or within 30 seconds to acknowledge the guest ?

  • Did the server Introduced himself/herself as the server with eye to eye contact and energy?

QUESTION

  • Was able to ask question (Ask if they want to start with drinks/appetizers) (Ask what they are having) (Was able to answer the guest if not yet ready to order properly)

SUGGESTIVE SELLING

  • Was able to suggest food/drinks using Hook, Line & Sinker (Hook-“For your appetizer, I highly recommend. . .)(Line-“its a fried baby squid serve with Aioli Sauce. . .”) (Sinker-“It’s a must try!”)

  • Convincing tone of voice not stuttering or sound scripted

TAKE THE ORDER

  • Use Tickler while taking the order

  • Was able to repeat the Guest’s order in sequence

  • Provides approximate ticket time 15-20 MINS

  • Make a positive respond (Ex. Good Choice!)

  • Ask if the guests will be using any privilege card or vouchers.

  • Knows how to provide exit word (“Thank you so much”,”I’ll be back with your drinks”)

  • Was able to remove the menu

  • Appear to be knowledgeable about the menu items<br>NOTE: Call a server and ask him/her to sizzle 3 top items on the menu

FOOD DELIVERY & PRESENTATION

Did the server...

  • Sign in the POS with his/her own magnetic card. Enter the number of customers/ covers and then select the respective table. Enter your guests’ order in the following sequence.<br>

  • Knows how to follow and serve the food/drinks in sequence

  • Provide service water with glass coaster to each guest right after ringing the order.

  • Serve beverages with beverage napkin (for ALL cold drinks only), proper glass, garnish and timing standards

  • Was able to provide BREAD SERVICE properly

  • Provide Serving Gears on food properly

  • Was able to use tray all the time

  • Use descriptive words when serving

  • Was able to provide water bottle with underliner

  • Serve coffee or other hot beverages in HOT mug/ cups and underliner with condiments

  • Offer Russian-style service upon delivery of platters, salads or starters for sharing.

  • Apply Table Engineering technique. Prepare the table before serving the main course of next dish in the middle and do not let the guests move the plates.

SECONDARY SERVICES

During the dining experience, did your FOH team member apply the following secondary services:

  • Pre-buss. Ask permission to get empty plates, soup bowls, etc.

  • Offer another glass/refills on beverages . Refill water and refillable drinks with a decanter.

  • Was able to do secondary service without interrupting the guest (Apply Ninja Service)

  • Check Back? Ask the guests if they are enjoying their meal and give "at your service" assurance.

  • Offer to change plate and cutlery when necessary.

  • Maintain neat table appearance: Wipe spills and crumbs on the table, change dinner napkins

  • When clearing the empty plates, take the opportunity to suggest desserts and hot beverages.

  • Suggest and serve desserts and after coffee/tea with proper set-up

  • Offer Bistro Premiere Card (short and sweet, no hard selling)

Billing out

During bill out, did your team member:

  • Prepares the bill prior to guest's request. Place the pre-receipt in the Order List holder.

  • Immediately present the bill upon guest request.

  • Ask for the guest’s preferred mode of payment.<br>• For cash payment: Return the change/voucher immediately, not exceeding 2 minutes.<br>• For card payment: Process the payment using a wireless terminal in front of the guest.

  • Ask the guest for any feedback about the food and service (textify program)

  • Thank the guest and assist them upon leaving the restaurant. <br>Things to look for: The door person bidding farewell with enthusiasm and opening the door for the guest.

MANAGER ON DUTY

  • Is engaging with and directing the team members on floor

  • Practices 100% table visit, introduces his name and is engaging with the guests enthusiastically.

  • Checks all food and drinks coming out from the EXPO and BAR counter.

  • Returns the privilege card personally to the owner.

  • Handles guest complaint and able to "WIN BACK" the guest

  • One manager should be focused at the door area managing the wait during weekends/peak hours.

TRAINING MANUALS, FORMS, BULLETIN BOARD AND OTHER TRAINING TOOLS

  • FOH Line check form (Store Readiness)<br>NOTE: Check if it is updated and used everyday

  • Alley Rally Forms<br>NOTE: Check if it is updated and used everyday

  • Printed Validation forms<br>NOTE: Check if it is updated and used everyday

  • BAR Inventory and Production Sheet Form<br>NOTE: Check if it is updated and used everyday

  • FOH Station Straining Manual (in binder for store copy)

  • Bar Drinks Rolodex are being used, clean and well maintained (no signs of tampering)

  • BOH Station Training Manual and Master Recipe (in binder for store copy)

  • Recipe Updates/ Training Updates (filed in the office for training reference)

  • Recent Training Update and Recipe Update posted and communicated.<br>Note: Ask 1-2 staff if they are knowledgeable about the latest Training/Recipe Update.

  • Recent Memos/Update posted and communicated (Any memo from JPM, VP's, DO's, Marketing Dept, Purchasing Dept. and Accounting)

FOOD EXECUTION

Dish 1

  • Comments

  • Served on time

  • Temperature

  • Taste

  • Presentation

  • Take a photo

Dish 2

  • Comments

  • Served on time

  • Temperature

  • Taste

  • Presentation

  • Take a photo

Drinks

  • Comments

  • Served on time

  • Temperature

  • Taste

  • Presentation

  • Take a photo

Dessert

  • * Comments

  • * Served on time

  • * Temperature

  • * Taste

  • * Presentation

  • * Take a photo

OPERATIONS ESSENTIALS

NON-NEGOTIABLE

  • Alley Rally is conducted by the MOD with the FOH and BOH team members

  • Servers using their own badge card (it should not be borrowed)

  • All employees on duty have undergone Classroom Training

  • Presence of Cleaning Crew- Clean Restrooms

  • Floors are kept dry- Correct use of Mops- Blue, Green, Red, Imop

  • Presence of dedicated BPC Seller

  • MOD in dining all the time<br>

  • Assigned busser during peak hour

  • No "86" items<br>

  • All Team members are in Complete Uniform and presentable to the guest.

OPERATIONS ESSENTIALS

  • Business hours posted & visible.<br>

  • Storage areas are locked and not easily accessible to team members.<br>

  • Manager's Office area is clean and organized

  • Operation Hours properly observed.<br>

  • Tables are in complete set up and all areas are open for the guest.<br>

  • Employee of the month is recognized monthly and posted on the employee area

  • General assembly or meeting with team members is conducted regularly

RESTROOM ESSENTIALS

  • Mirrors are clean and smudge free

  • Urinals/ toilet bowl clean

  • Sink is clean and no leak

  • Tiles and flooring is clean and dry<br>

  • Odor free<br>

  • Stocked with paper towels, soap and toilet paper? <br>

  • All lights and fixtures in good working order?<br>

  • Low water pressure for toilet’s bidet

  • FOH Recommendation

  • Attachments

  • Manager's Signature

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