SERVEX

• Document No. 1

• SERVEX

• Buffalo Wild Wings

• Conducted on

  Date

• Prepared by Camille Myca Formaran

• Location
  Address

• Personnel

• "A. ALL CHILLERS IN GOOD WORKING CONDITION<br> (In proper temperature, with thermometers )"<br>

  Yes

  No

  N/A

• B. ALL EQUIPMENT AND TOOLS IN GOOD WORKING CONDITION<br> i.e. weighing scales, colored knives and chopping boards)<br>

  Yes

  No

  N/A

C. FOOD/LINE SET UP PROPERLY (correct portioning, all products with LDIR)

• 1. Southwest

  Yes

  No

  N/A

• 2. Grill

  Yes

  No

  N/A

• 3. Chip & Shake

  Yes

  No

  N/A

• 4. Expo

  Yes

  No

  N/A

D. CRITICAL ITEMS AND SAUCES (pick only random items then check sensitivity and over-all taste)

• Critical Items and Sauces

  Yes

  No

  N/A

HOH Essentials

• Master recipe manual and station line books clean and present

  Yes

  No

  N/A

• Production sheet - available and being used

  Yes

  No

  N/A

• Sani buckets in use, labelled and present in all stations

  Yes

  No

  N/A

• Clean sharp colored knives; with magma bar

  Yes

  No

  N/A

• Wash down done religiously

  Yes

  No

  N/A

• Back dock always locked.

  Yes

  No

  N/A

• Cutting boards color coded, clean and sanitized. (No unnecessary objects on top)

  Yes

  No

  N/A

• Clean ceilings and working exhaust vents

  Yes

  No

  N/A

• Air condition working; kitchen not too hot

  Yes

  No

  N/A

• Hand washing sink- with cold and warm water with approved handwashing soap, sanitizer, paper towels.

  Yes

  No

  N/A

• Floors- dry, clean and free of grease build up

  Yes

  No

  N/A

• Updated Managers tools in use and properly filed: Line check form, Produc Cooling log, Production sheet)

  Yes

  No

  N/A

• Floors- dry, clean and free of grease build up

  Yes

  No

  N/A

• Kitchen is insect-free

  Yes

  No

  N/A

STEP 1: WOW 'EM IN

GREETER

• Name of Greeter:

• a. Opens the door for the guest<br>

  Yes

  No

  N/A

• b. Greets the guest with game day energy<br>

  Yes

  No

  N/A

• c. Applies hospitality factors (carries guests' baggage, assists<br> elderly, offers menu to waiting guests)<br>

  Yes

  No

  N/A

• d. Walks in guest pace and interacts while leading them towards<br> their table<br>

  Yes

  No

  N/A

• e. Checks if table setup is complete (caddie with food and drink<br> menu, LTO standee, txtify card, wet napkins)<br>

  Yes

  No

  N/A

• f. Places rollups and presents bone boats and menu to guests<br>

  Yes

  No

  N/A

• f. Introduces the MOD, server and Txtify program<br>

  Yes

  No

  N/A

SERVER

• Name of Server:

• g. Acknowledges the table within 45 seconds and flags the table<br>

  Yes

  No

  N/A

• h. Introduces him/herself and makes an enthusiastic connection<br> with guests and kids (if any)<br>

  Yes

  No

  N/A

• i. Offers Buzztime or introduces Xbox<br>

  Yes

  No

  N/A

STEP 2: QUENCH AND ASSIST

• a. Educates the guest about the food menu, beverage <br> menu and any featured or LTO items<br>

  Yes

  No

  N/A

• b. Makes 4 genuine recommendations: specific beverage, <br> specific shareable, signature sauce or seasoning, dessert<br>

  Yes

  No

  N/A

• c. For drinking guests, uses the 2-2-2 approach<br>

  Yes

  No

  N/A

• d. Takes the order using pen and tickler and REPEATS THE ORDER<br>

  Yes

  No

  N/A

• e. Rings the orders into the POS immediately<br>

  Yes

  No

  N/A

• f. Serves service water immediately after ringing orders<br>

  Yes

  No

  N/A

STEP 3: N.O.W. DELIVER THE TASTE

• a. Serves working drinks in 3 mins (with beverage napkins)<br>

  Yes

  No

  N/A

• b. Sets up cutleries and serving gears prior to the delivery of<br> the orders (spoon, steak knife for LTO)<br>

  Yes

  No

  N/A

• c. Serves all food orders in no more than 15 minutes (altogether<br> if requested by guest, in sequence if not specified)<br>

  Yes

  No

  N/A

• d. Looks for beverage refill oppportunities<br>

  Yes

  No

  N/A

• e. Prebusses soiled napkins, dirty plates, empty glasses <br>

  Yes

  No

  N/A

STEP 4: ARE WE BLAZIN'?

• a. Checks back after 2 minutes of 2 bites to make sure the guests are satisfied with their meals and the service<br><br>

  Yes

  No

  N/A

• b. Suggests after dinner drinks (coffee or tea) and dessert<br>

  Yes

  No

  N/A

• c. Pre-busses to assist the bussers in enuring fast table turnover<br>

  Yes

  No

  N/A

STEP 5: WOW 'EM OUT

SERVER

• a. Asks the guests if they have Bistro Premier Card when they <br> ask for the bill. If none, offers

  Yes

  No

  N/A

• b. Delivers the check within 2 seconds or as immediate as <br> possible (asks if they will settle it with cash or card)<br>

  Yes

  No

  N/A

• c. For credit card transactions, returns immediately with the<br> credit card terminal<br>

  Yes

  No

  N/A

• D. For cash transactions, returns immediately with the change

  Yes

  No

  N/A

• Encourages the guest to give feedback through txtify

  Yes

  No

  N/A

• Thanks guests and invite them to return

  Yes

  No

  N/A

• Informs them about upcoming sports event (is any)

  Yes

  No

  N/A

BUSSER

• Immediately approaches vacant tables to buss out<br>

  Yes

  No

  N/A

• For more than 3 vacant tables, uses a clean and sanitized buss tubs for faster clear out.

  Yes

  No

  N/A

• Uses a busser's kit with complete setup (white and blue, brown towel for couches for booths, sanitizer bottle with LDIR)

  Yes

  No

  N/A

• Sweeps floor under couches for debris and clutter

  Yes

  No

  N/A

• Refills wet napkins and plates

  Yes

  No

  N/A

GREETER

• Bids farewell to guests with the same enthusiasm and energy as when they first got in.

  Yes

  No

  N/A

• Thank them and invite them to go back.

  Yes

  No

  N/A

• Opens the door for the guest

  Yes

  No

  N/A

• Ensures that manfloor is enough snd floor plan is in order (Aces in their places)

  Yes

  No

  N/A

• Applies Bubble theory (position him/herself where he/she is the needed the most)

  Yes

  No

  N/A

• Coaches team members on floor and give directions

  Yes

  No

  N/A

• Engages with the guest through table visits

  Yes

  No

  N/A

• Handles complaints immediately and applies Guest recovery principles.

  Yes

  No

  N/A

• Identifies and acknowledges first time guests and engages with them

  Yes

  No

  N/A

• Identifies and acknowledge regular guests and engages with them

  Yes

  No

  N/A

• In clean and pressed BWW uniform.

  Yes

  No

  N/A

• In clean and pressed slacks.

  Yes

  No

  N/A

• With standard nameplate

  Yes

  No

  N/A

• In closed shoes with heels(for females)

  Yes

  No

  N/A

• With proper hair and make up (for female)

  Yes

  No

  N/A

• Present on floor at all times.

  Yes

  No

  N/A

• Conducts FOH and Bar QSC twice daily

  Yes

  No

  N/A

• Conducts huddle

  Yes

  No

  N/A

COMMUNICATION BOARD AND KNOWLEDGE CHECK

• Communication board updated with latest Training/Recipe Update/LTO

  Yes

  No

  N/A

• At least 3 FOH, 3 HOH Team members knowledgeable about most recent Training/Recipe Update/LTO

  Yes

  No

  N/A

• At least 3 FOH, 3 HOH Team members knowledgeable about Philosophies and Theories.

  Yes

  No

  N/A

• At least 3 FOH, 3 HOH Team members knowledgeable about BWW Core Values.

  Yes

  No

  N/A

FOH GROOMING STANDARDS

• Clean and pressed BWW Jersey.

  Yes

  No

  N/A

• Plain black slacks/jeggings.

  Yes

  No

  N/A

• Plain black sneakers with black socks.

  Yes

  No

  N/A

• Black undershirt.

  Yes

  No

  N/A

• Clean apron.

  Yes

  No

  N/A

• Black leather belt.

  Yes

  No

  N/A

• Standard nameplate.

  Yes

  No

  N/A

• Tickler.

  Yes

  No

  N/A

• 3 click pens.

  Yes

  No

  N/A

• 3 click lighters.

  Yes

  No

  N/A

• No perfume.

  Yes

  No

  N/A

• No necklace and bracelet.

  Yes

  No

  N/A

• No rings and pearl earrings.

  Yes

  No

  N/A

• Wrist watch.

  Yes

  No

  N/A

• Change fund minimum P500.

  Yes

  No

  N/A

HOH GROOMING STANDARDS

• Servers and bartenders are using their own access codes.

  Yes

  No

  N/A

• Clean and pressed BWW HOH shirt

  Yes

  No

  N/A

• Docker pants

  Yes

  No

  N/A

• Black steel toe shoes with black shoes.

  Yes

  No

  N/A

• 3 click pens.

  Yes

  No

  N/A

• Tickler.

  Yes

  No

  N/A

• Cap with hairnet.

  Yes

  No

  N/A

• Gloves used in line.

  Yes

  No

  N/A

NON-NEGOTIABLE OPERATIONS STANDARDS

• Servers and bartenders are using their own access codes.

  Yes

  No

  N/A

• All team members have undergone classroom training.

  Yes

  No

  N/A

• GEC is doing Blazin Challege, LTO, game announcements with Game Day energy.

  Yes

  No

  N/A

• GEC is doing birthday greetings with blazing energy with at least 4 FOH team members.

  Yes

  No

  N/A

• GEC is selling BPC to tables upon check back.

  Yes

  No

  N/A

• GEC is doing sauce and beer samples for guests in the Priority list.

  Yes

  No

  N/A

• GEC is monitoring the audio and visual quality.

  Yes

  No

  N/A

• Temperature inside the store is not too hot and not too cold.

  Yes

  No

  N/A

• Tables are aligned and there are no wobbly tables.

  Yes

  No

  N/A

• Greeter is always visible on the podium.

  Yes

  No

  N/A

• Servers are practicing the Home Base and Buddy system.

  Yes

  No

  N/A

• Drinks

• Presenation

  compliant

  non-compliant

  n/a

• Taste

  compliant

  non-compliant

  n/a

• Shareables

• Presenation

  compliant

  non-compliant

  n/a

• Taste

  compliant

  non-compliant

  n/a

• Main Entree

• Presenation

  compliant

  non-compliant

  n/a

• Taste

  compliant

  non-compliant

  n/a

• Main Entree

• Presenation

  compliant

  non-compliant

  n/a

• Taste

  compliant

  non-compliant

  n/a

• Main Entree

• Presenation

  compliant

  non-compliant

  n/a

• Taste

  compliant

  non-compliant

  n/a

• Dessert

• Presenation

  compliant

  non-compliant

  n/a

• Taste

  compliant

  non-compliant

  n/a

• MOD

  Sign

• AUDITOR

  Sign