Service Excellence Audit Report

• Document No. 001

• Audit Title Service Excellence Audit Report

• Client / Site Italianni's Restaurants

• Conducted on August 21, 2016

  Date

• Prepared by Jojo baniega

• Location Italianni's Greenbelt 2
  Address

• Personnel

Benvenuto: Arrival and Welcoming the guest

• 1. When entering the restaurant, did the door person....<br>A. Open the door for the guest?

  Yes

  No

  N/A

• B. Greet the guest with enthusiasm and energy?

  Yes

  No

  N/A

• C. Seat the guest and hand the menu in an open manner?

  Yes

  No

  N/A

• D. Apply hospitality factors?<br>Thingsto look for: Carrying baggage for the guest; Offer colring sheets; Crayon and high chair for the kids; Adressing regular guest on a first name basis.

  Yes

  No

  N/A

• E. Introduce store promotion, MOD, server, and textifiy? Note: all or nothing<br>Sample script: Hi my name is Queenie and we are now offering Chicken Platter. Its 8pc chicken served with our very own Italianni's rice and chicken sauce. Its definitely a must try<br>Our manager on duty is Mr. Arnel Calonzo and your server will be Jojo, he will be here in a moment. our COO will be glad to hear your dining experince by sending message thru this number. (While showing the textify stand to the guest) Grazie!<br>

  Yes

  No

  N/A

• F. Remove extra table set-up?

  Yes

  No

  N/A

• G. Manage the wait. If applicable<br>Things to look for: Priority list, wait drinks, wait food, guest queries about the menu.

  Yes

  No

  N/A

La Dolce Vita & Fine: Guest acknowledgement; Suggestive selling; Food presentation; Secondary service; Serving dessert and coffee

• 2. After being seated, did your FOH Team member?<br>A. Arrived immediately or within 30 seconds to acknowledge the guest?

  Yes

  No

  N/A

• B. Extend a warm greeting and introduce him/herself by name?<br>Sample script: Hi my name is Jojo and I'll be your server for today?

  Yes

  No

  N/A

• 3. When taking order, did your FOH Team member?<br>A. Navigates the menu?

  Yes

  No

  N/A

• B. Suggest a beverage or specialty drinks?

  Yes

  No

  N/A

• C. Suggest and recommend our top sellers and new items on the menu?

  Yes

  No

  N/A

• D. Appear to be knowledgeable about the menu items?<br>Note: Call 1 server, bartender, busser and door person to sizzle best seller items on the menu?

  Yes

  No

  N/A

• E. Use a tickler in writing the order?

  Yes

  No

  N/A

• F. Repeat the order?

  Yes

  No

  N/A

• G. Advised the guest about the food ticket time?<br>Sample script: Sir/Mam, your food will be served in 10-15 minutes. Grazie!

  Yes

  No

  N/A

• 4. Upon delivery of bread, beverages and food. Did your FOH Team member....<br>A. Provide and served standard bread ratio to the guest immediately? (Ital & VT only)

  Yes

  No

  N/A

• B. Serve drinks with beverage napkin within 3-6 minutes? (Beverage napkin is for cold drinks only)

  Yes

  No

  N/A

• C. Serve water upon guest request or guest without beverage order?

  Yes

  No

  N/A

• D. Serve appetizer/salad within 8-10 minutes?

  Yes

  No

  N/A

• E. Was the main course served within 10-15 minutes? (Penne pasta's & Grilled items: 15-20 minutes)

  Yes

  No

  N/A

• F. Serve dessert and coffee within 5-7 minutes?

  Yes

  No

  N/A

• G. Describe the food in a brief manner upon delivery?

  Yes

  No

  N/A

• H. Serve food in sequence with proper serving gears and condiments?<br>Things to look for: Peppermill, Steak knife, Tongs, Pizza Turner, A1 steak sauce

  Yes

  No

  N/A

• I. Applied Russian style service upon food delivery?<br>Sample script: Sir/Mam, let me serve this for you....

  Yes

  No

  N/A

• J. Ask guest about any additional needswhen all the food have already served? (Service checkback)<br>Sample script: Sir/Mam, All your food were served already, is there anything else you need?

  Yes

  No

  N/A

• 5. During the dining experience, did your FOH team member apply the following secondary service?<br>A. Checkback? (Food quality check)

  Yes

  No

  N/A

• B. Offers another glass/refills on beverages/drinks?

  Yes

  No

  N/A

• C. Offers to change plate?

  Yes

  No

  N/A

• D. Pre-bussing plates, cutlery, table napkins and empty drink glasses

  Yes

  No

  N/A

• E. Maintain neat table appearance: wipe water spills on the table, change ashtray

  Yes

  No

  N/A

• F. Provide wet towel upon guest request?

  Yes

  No

  N/A

• G. Suggest dessert and after dinner drinks with standard serving gears?

  Yes

  No

  N/A

• H. Ask the guest for any feedback? (Textify program)

  Yes

  No

  N/A

• I. Sell Bistro Premiere Card (no hard selling)

  Yes

  No

  N/A

The Manager on Duty....

• A. Is engaging with and directing the team members on floor?

  Yes

  No

  N/A

• B. Practices 100% table visit or guest engagement?<br>Sample script: Hi My name is Paul, I'm the manager on duty. How are we serving you today?

  Yes

  No

  N/A

• C. Checks all food and drinks coming out from the EXPO and bar counter respectively?<br>Thing to look for: Plating, Garnishing, Standard serving gear

  Yes

  No

  N/A

• D. Handles guest complaint and able to "Win back" the guest.

  Yes

  No

  N/A

• E. Is dressed appropriately.<br>Things to look for:<br>Female: Blazer, nameplate, slacks, close-toe shoes with at least 1" inch heels, make up<br>Male: Long sleeves polo, neck tie, nameplate, slacks, polished shoes, clean-shaven

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Denare and Grazie - Payment and Farewell

• 6. Upon leaving the restaurant, did your FOH team member....<br>A. Immediately present the check upon guest request not exceeding 1 minute and wait for the guest to give back the payment?

  Yes

  No

  N/A

• B. Return the change/voucher immediately not exceeding 2 minutes

  Yes

  No

  N/A

• C. Thank the guest and invite them to return soon.<br>Sample script: thank you very much for coming, It's been a pleasure to serve you. On your next visit, please look for me.

  Yes

  No

  N/A

• D. Assist the guest upon leaving the restaurant<br>Things to look for: The door person bidding farewell with enthusiasm and open the door for the guest

  Yes

  No

  N/A

Interview and standard check

• 7. Bulletin board:<br>A. Training update and Recipe update<br>Note: 1-2 staff if they are knowledgeable about the latest Training/Recipe updates

  Yes

  No

  N/A

• B. Memo Update (Any memo from JPM, VP's, Do's, Marketing dept., HRD, Purchasing dept. and accounting.

  Yes

  No

  N/A

• 8. Training manuals, validation forms, line check forms and training tools<br>A. BOH, FOH, Bar line check forms<br>Note: check if it is updated and being used everyday.

  Yes

  No

  N/A

• B. Pre-shift meeting form<br>Note: check if it is updated and being used everyday.

  Yes

  No

  N/A

• C. Restaurant basic manual

  Yes

  No

  N/A

• D. Kitchen basic manual

  Yes

  No

  N/A

• E. Server, Bartender, Door Person, Busser manuals

  Yes

  No

  N/A

• F. Saute, Middle, Fry/Grill, Prep cook, Pantry, Dishwasher manual

  Yes

  No

  N/A

• G. Training update files for 2016

  Yes

  No

  N/A

• H. Hiring process and training procedure guidelines (updated)

  Yes

  No

  N/A

• I. Master recipe - HP SLATE 21, Tablet is being use. Clean and well maintained (no signs of software modification)

  Yes

  No

  N/A

• J. Bar drinks recipe - 10 inches Tablet is being used, clean and well maintained. (No sign of software modification)

  Yes

  No

  N/A

• K. Bar drinks Rolodex is being use, clean and well maintained. (No signs of tampering)

  Yes

  No

  N/A

• 9. Grooming standards and uniform check (FOH)<br>A. No worn-out uniform

  Yes

  No

  N/A

• B. Well-pressed uniforms

  Yes

  No

  N/A

• C. Apron

  Yes

  No

  N/A

• D. V-neck inner white shirt (plain)

  Yes

  No

  N/A

• E. Tickler

  Yes

  No

  N/A

• F. 3 click pens

  Yes

  No

  N/A

• G. Lighter

  Yes

  No

  N/A

• H. Wine opener (parrot design)

  Yes

  No

  N/A

• I. Hand sanitizer (unscented)

  Yes

  No

  N/A

• J. Pouch bag

  Yes

  No

  N/A

• K. Shoes (polished)

  Yes

  No

  N/A

• L. Black socks / black stockings

  Yes

  No

  N/A

• M. Not wearing any perfume nor fabric conditioner on their uniform

  Yes

  No

  N/A

• N. No jewelries

  Yes

  No

  N/A

• O. Hair style and grooming standard:<br>Female - French twist or dark brown color only, no bangs, black ponytail<br>Male - clean cut shaven, black or dark brown color only

  Yes

  No

  N/A

• P. Nameplate (note: Proper font is Arial black, size 32, first letter capital / button pin

  Yes

  No

  N/A

• Q. Black leather belt

  Yes

  No

  N/A

• R. Nails

  Yes

  No

  N/A

• S. Make up for all female

  Yes

  No

  N/A

• T. Well shaven ( for male only)

  Yes

  No

  N/A

• 10. Grooming standards and Uniform check (BOH)<br>A. Well pressed chef uniform

  Yes

  No

  N/A

• B. White round neck inner shirt (no print)

  Yes

  No

  N/A

• C. Checkered pants / black pants

  Yes

  No

  N/A

• D. Click pen and tickler

  Yes

  No

  N/A

• E. White socks

  Yes

  No

  N/A

• F. Shoes (kitchen)

  Yes

  No

  N/A

• G. Biotherm

  Yes

  No

  N/A

• H. Nails

  Yes

  No

  N/A

• I. Half white apron

  Yes

  No

  N/A

• J. Mob cap

  Yes

  No

  N/A

• K. Chef's hat (master chef's only)

  Yes

  No

  N/A

• L. Well shaven (male only)

  Yes

  No

  N/A

• 11. Zooimng In: (spot the not)<br>A. Wobbling tables? Note: indicate table number

  Yes

  No

  N/A

• B. Chipped plates ( indicate the plate)

  Yes

  No

  N/A

• C. Glasses? Note: indicate on hand inventory. Scores will depend on the PAR stock vs. on-hand.

  Yes

  No

  N/A

• > Chivalry glass

  Yes

  No

  N/A

• > San Marino Glass

  Yes

  No

  N/A

• > Red wine glass

  Yes

  No

  N/A

• > White wine glass

  Yes

  No

  N/A

• > Cooler glass

  Yes

  No

  N/A

• > Tall glass

  Yes

  No

  N/A

• > Mason Jar 22oz

  Yes

  No

  N/A

• D. Table set-up are complete?

  Yes

  No

  N/A

• > Herbed oil and balsamic vinegar

  Yes

  No

  N/A

• > Salt and Pepper shaker

  Yes

  No

  N/A

• > Hot sauce

  Yes

  No

  N/A

• > Textify stand

  Yes

  No

  N/A

• Dip plate

  Yes

  No

  N/A

• > Sharing plate

  Yes

  No

  N/A

• > Dinner napkin

  Yes

  No

  N/A

• > Dinner fork and knife

  Yes

  No

  N/A

• E. Plates and serving gears (available and well maintained)

  Yes

  No

  N/A

• > Creamer jug

  Yes

  No

  N/A

• > Ceramic pizza plate

  Yes

  No

  N/A

• > Dessert fork and spoon

  Yes

  No

  N/A

• F. Busser's kit are complete and well maintained

  Yes

  No

  N/A

• > Standard caddy

  Yes

  No

  N/A

• > Black cloth cover

  Yes

  No

  N/A

• > White towel (wet)

  Yes

  No

  N/A

• > Blue towel (dry)

  Yes

  No

  N/A

• > Green towel (dry)

  Yes

  No

  N/A

• > Spray bottle with sanitizer (with label)

  Yes

  No

  N/A

• > Sanitizing solution standard ratio or dilution

  Yes

  No

  N/A

Non-Negotiable

• A. Server using their own badge card (it should not be borrowed)

  Yes

  No

  N/A

• B. All employees on duty have undergone classroom training

  Yes

  No

  N/A

• C. Random Check of forms of validated staff

  Yes

  No

  N/A

• D. Practicumers are wearing prescribed uniform

  Yes

  No

  N/A

• E. Use of buss tub with tray jack (if tray jack is available)

  Yes

  No

  N/A

• F. Presence of cleaning crew

  Yes

  No

  N/A

• G. Bucket system is in place and being use during operations

  Yes

  No

  N/A

• H. Assigned busser during peak hours

  Yes

  No

  N/A