SECRET RECIPE - SERVICE EXCELLENCE

• Site conducted To

  Select

• Operations Excellence Audit

• Client / Site

• Conducted on

  Date

• Conducted by

• Location
  Address

• FOH Manager

FOH Team members

• Attentive to guests

  Yes

  No

  N/A

• Sense of Urgency. Walk fast and move fast.

  Yes

  No

  N/A

• Observing "Oyster Theory"

  Yes

  No

  N/A

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

  Yes

  No

  N/A
GROOMING STANDARDS AND UNIFORM CHECK (Front of the house)

• EMPLOYEE’s name

• Not faded, Well-pressed uniforms (polo shirt, black chino pants, tucked in; black apron,)

  Yes

  No

  N/A

• Nameplate All capital Letters, not faded, right size and clean.

  Yes

  No

  N/A

• Hairstyle and grooming standards<br>FEMALE- bun, braid and french twist<br>MALE- Clean cut and shaven

  Yes

  No

  N/A

• Appropriate make-up for all Female

  Yes

  No

  N/A

• Mustard Apron , no ink stains

  Yes

  No

  N/A

• Clean Shaven (for male only)

  Yes

  No

  N/A

• No Perfume nor fabric conditioner on their uniform

  Yes

  No

  N/A

• Black sneaker shoes and black socks.

  Yes

  No

  N/A

• Tickler,3 pens and 3 lighters

  Yes

  No

  N/A

• Hand Sanitizer- Green Cross or Hygienix

  Yes

  No

  N/A

• wobble stopper

  Yes

  No

  N/A

• Clean nails and no nail polish

  Yes

  No

  N/A

• Put-on for employees on break.

  Yes

  No

  N/A

• Picture a team member complete uniform

  Yes

  No

  N/A

GUEST FIRST CYCLE

WARM WELCOME

When entering the restaurant did the Host…

• Open the door for the guest

  Yes

  No

  N/A

• Greet the guest with eye contact, enthusiasm and energy

  Yes

  No

  N/A

• Bring enough menu and complete table set-up for each guest.

  Yes

  No

  N/A

• 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)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Seat the guest and hand the menu in an open manner

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Inform the guest about the latest bank promotion

  Yes

  No

  N/A

• Manage the wait.<br>NOTE: If applicable

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the host apply the "Host Touch Point Script" with the guests inquiring at the door?

  Yes

  No

  N/A

• Host is able to explain the Reservation Policies.

  Yes

  No

  N/A

MAY I SUGGEST

INTRODUCE

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Place beverage napkin in the table: One for every guest to indicate that the guests are acknowledged already.

  Yes

  No

  N/A

TALK ABOUT THE FOOD- Did the Server...

• Did the server asked question? ''Can I get you something to Drink or Starters first?''

  Yes

  No

  N/A

• Apply Menu Navigation technique ( holding the menu) when talking about the food.

  Yes

  No

  N/A

• Introduced at least 2 beverages, 1 appetizer and 1 Main entrée with Hook Line and Sinker

  Yes

  No

  N/A

• Offer to take beverage orders " Let me get you something to drink first?" and food orders of applicable.

  Yes

  No

  N/A

• Ask necessary details or give information depending on the guest’s orders<br>Just to inform you sir, we cook our burgers medium well...<br>• Steaks<br>How would you like your steak to be done? I recommend..<br>Beverages- Please be informed that we are no longer serving plastic straws for your drinks..

  Yes

  No

  N/A

• Repeat the order in sequence (Beverages, Starters, Main entree)

  Yes

  No

  N/A

• Advise the guest about the food Serving Time after repeating orders “Your orders will be here in 15 to 20 minutes..."

  Yes

  No

  N/A

• Inform the guest about our complimentary coffee

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Provide plates if food is for sharing and spoons for rice dishes.

  Yes

  No

  N/A

• Collect the menu and gracefully exit.

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

FIRED UP TO SERVE

Did your the server..

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

  Yes

  No

  N/A

• Provide service water to each guest right after ringing the orders with Water Decanter (upon guest request or automatic if the guest did not order any beverage)

  Yes

  No

  N/A

• Serve beverages with beverage napkins (for ALL cold drinks only) and proper glass and garnish

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• fish cracker service by server or mod

  Yes

  No

  N/A

• Introduce the appetizer, salad or soup to the guest when serving on the table.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Serve the food in proper sequence.

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

• Serve the food with proper serving gears and condiments? Provide spoons, fork or knife for sharing items.

  Yes

  No

  N/A

KEEPING GUEST HAPPY

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

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Offer to change plate and cutlery when necessary.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Provides beverage napkin when necessary or upon guest request

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

FAREWELL AND RETURN

During bill out, did your team member:

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

  Yes

  No

  N/A

• Immediately present the bill upon guest request.

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

MANAGER ON DUTY

• Is engaging with and directing the team members on floor

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Returns the privilege card personally to the owner.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Linecheck Form<br>NOTE: Check if it is updated and used everyday

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Menu Knowledge. NOTE: Call a server and choose 3 top items on the menu for him to sizzle.

  Yes

  No

  N/A

Beverages

• Comments (Beverages)

  Good

  Poor

• Served on time

  Good

  Poor

• Temperature

  Good

  Poor

• Taste

  Good

  Poor

• Presentation

  Good

  Poor

• photo

  Media

DISH 1

• comments

  Good

  Poor

• Served on time

  Good

  Poor

• temperature

  Good

  Poor

• taste

  Good

  Poor

• presentation

  Good

  Poor

• photo

  Media

DISH 2

• comments

  Good

  Poor

• served on time

  Good

  Poor

• temperature

  Good

  Poor

• taste

  Good

  Poor

• presentation

  Good

  Poor

• photo

  Media

NON-NEGOTIABLE

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• All employees on duty have undergone Classroom Training

  Yes

  No

  N/A

• Presence of Cleaning Crew- Clean Restrooms

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• MOD in dining all the time<br>

  Yes

  No

  N/A

• Assigned busser during peak hour

  Yes

  No

  N/A

• No "86" items<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A