Serve from the Heart Feedback - TMLS

• Date

  Date

• Prepared by

• Location
  Address

• Current CSR

• Managers on Duty

• Kitchen Manager/ Shift Leader on Shift

• Is the Store front clean and presentable

  Yes

  No

  N/A

• All Glass Doors and Windows clean

  Yes

  No

  N/A

• Are all lights working and clean

  Yes

  No

  N/A

• Welcome mats clean

  Yes

  No

  N/A

• Pot Plants painted and looking neat

  Yes

  No

  N/A

• Are all dead plants/leafs removed and in side pot plant clean and tidy

  Yes

  No

  N/A

• Are Bathrooms Clean and Tidy

  Yes

  No

  N/A

• Are soap dispensers full ?

  Yes

  No

  N/A

• Are Hand towels available

  Yes

  No

  N/A

Steps of Service

• Host shifted

• Meeting and Greeting

  Good

  Fair

  Poor

  N/A

• Interaction with guests while seating

  Good

  Fair

  Poor

  N/A

• Are Menus handed to each guest

  Yes

  No

  N/A

• Are Menus clean?

  Yes

  No

  N/A

• Rate quality of the menus

  Good

  Fair

  Poor

  N/A

• First drink offered

  Yes

  No

  N/A

• Farewell

  Pass

  Fail

  N/A

Duties

• Does host/management contact reservation for the day to confirm reservations?

  Yes

  No

  N/A

• Does host/management contact previous days reservations for feedback and review?

  Yes

  No

  N/A

• Does host/management allocate reservation on the floor plan to get tables set accordingly?

  Yes

  No

  N/A

General

• Attire an appearance.

  Compliant

  Non-Compliant

  N/A

• General Feedback

• Are waiters in correct uniform and have their waiter's tools?

  Yes

  No

  N/A

Steps of Service

First Visit to the table

• Is introduction as per brand standard?

  Yes

  No

  N/A

• Are first drinks being delivered if ordered?

  Yes

  No

  N/A

Specials

• Are daily specials being mentioned by Team

  Good

  Fair

  Poor

  N/A

• Is Happy Hour being mentioned by Team

  Good

  Fair

  Poor

  N/A

Drinks and Wine

• Are waiter's writing down orders and repeating it back to guests ?

  Good

  Fair

  Poor

  N/A

• Are drinks being delivered as requested (Side ice etc)

  Yes

  No

  N/A

Taking the order

• Are recommendations being made? Is upselling taking place?

  Good

  Fair

  Poor

  N/A

• Are waiter's writing down orders and repeating it back to guests ?

  Yes

  No

  N/A

• Are pre-drops being done after placing orders?

  Yes

  No

  N/A

Delivering the order

• Is Team using Best Bite forward rule?

  Yes

  No

  N/A

• Is 2 mins/ 2 Bites rule being done?

  Yes

  No

  N/A

After Sale Service

• Are second drinks/ top up drinks offered?

  Yes

  No

  N/A

• Clearing of table

  Yes

  No

  N/A

Offering of desserts and Hot beverages

• Are Desserts and Hot beverages being offered?

  Yes

  No

  N/A

• Are pre-drops being done after placing orders?

  Yes

  No

  N/A

• Delivering of order. Best bite forward.

  Yes

  No

  N/A

The Bill

• Are table's being cleared before delivering the bill?

  Yes

  No

  N/A

• Are bill's being delivered to brand standard? Clean bill folder and pen.

  Yes

  No

  N/A

Farewell

• Are the Team escorting guests out after completing payment?

  Good

  Fair

  Poor

  N/A

Table Maintenance

• Are all tables being maintained throughout service?

  Good

  Fair

  Poor

  N/A

• Are table's reset after the guests left? Within 2 minutes.

  >2 mins

  2 - 5 mins

  5mins+

Guest Awareness

• Are waiters visible in their sections?

  Yes

  No

  N/A

• Are waiters attentive to ALL guests?

  Yes

  No

  N/A

General

• General feedback

• Waiter Name

• Was First Drink offered ?

  Yes

  No

  N/A

• Was Introduction done to Standard ?

  Yes

  No

  N/A

• Was ALL relevant specials mentioned ?

  Yes

  No

  N/A

• Was Drinks order taken ? Written down and Repeated ?

  Yes

  No

  N/A

• Was correct Drinks delivered ?

  Yes

  No

  N/A

• Was recommendation made or offering of add ons?

  Yes

  No

  N/A

• Are pre drops being done after placing order?

  Yes

  No

  N/A

• Was Best Bite Ruled followed

  Yes

  No

  N/A

• Was correct order delivered ?

  Yes

  No

  N/A

• Was 2 mins/ 2 bites rule done?

  Yes

  No

  N/A

• Was drink refills or top ups offered ?

  Yes

  No

  N/A

• Was table being maintained ?

  Yes

  No

  N/A

• Was Dessert and Hot Beverages offered ?

  Yes

  No

  N/A

• Was the Table touched by Management ?

  Yes

  No

  N/A

• Is the bar fully stocked and clean?

  Yes

  No

  N/A

Service

• Timing

  <3min

  >3min - 5 min<

  >5min - 8min<

  8min<

• Appearance of orders

  Compliant

  Non-Compliant

  N/A

• General notes

Audit notes

• Beverage quality control sheets

  Yes

  No

  N/A

• Labelling

  Yes

  No

  N/A

• Cleanliness

  Yes

  No

  N/A

General Notes

• Are bartenders proactive?

  Yes

  No

  N/A

• Points to focus on.

• Was the kitchen prepared and ready for service?

  Yes

  No

  N/A

• Ticket time

  <10 min

  >10 min - 15 Min<

  >15 min - 18 min<

  20min<

• Quality and appearance of dishes.

  Compliant

  Non-Compliant

  N/A

• Communicatin and Coordination.

  Good

  Fair

  Poor

  N/A

Audit

• Are 4 hour temperature checks being done?

  Yes

  No

  N/A

• Receiving logs

  Yes

  No

  N/A

• Labelling

  Yes

  No

  N/A

• Hygiene and hand washing

  Compliant

  Non-Compliant

  N/A

• Overall cleanliness

  Compliant

  Non-Compliant

  N/A

• Cross Contamination

  Compliant

  Non-Compliant

  N/A

General

• Notes

Floor

• Is the team assisting each other?

  Yes

  No

  N/A

• Is Full hands in/full hands out being practiced.

  Yes

  No

  N/A

• Is the team running food and drinks for each other.

  Yes

  No

  N/A

Bar

• Is the bar assisting each other?

  Yes

  No

  N/A

• Is the bar assisting waiters?

  Yes

  No

  N/A

Kitchen

• Communication and Coordination

  Good

  Fair

  Poor

  N/A

Overall teamwork as a unit

• Remark

  Good

  Fair

  Poor

  N/A

• Notes

• Presence on the floor.

  Good

  Fair

  Poor

  N/A

• Are management covering all the areas of the store?

  Good

  Fair

  Poor

  N/A

• Are table touches being done

  Good

  Fair

  Poor

  N/A

• Are vibe meetings/sessions being held per shift

  Yes

  No

  N/A

• Has Management been discussed previous feedback given by SFTH?

  Select Yes No N/A

  • Yes
  • No
  • N/A

• Notes