TCC VENUE VISIT BASICS

• TCC VISIT BASICS - Roadmap to Success

  

• Store Name/Number

• Document No.

• Location
  Address

• Conducted on

  Date

• Prepared by

• Manager & Team Members on shift

• Key points when conducting store visits:
  * Focus 100% on the store and people you are visiting!
  * Our People make the DIFFERENCE - Say hello & Good bye to everyone
  * Leave your phone at the door - ON SILENT - walk away/outside if you need to make calls
  * Always give POSITIVE & CONSTRUCTIVE feedback
  * Leave people feeling whole - engage all team members in the store
  * Touch the HEART of the leaders, & leave them thinking and inspired after the visit
  * Must have Good Food
  * Must have Great Service
  * Must have EXCELLENT COFFEE
  * Must have a FOOD SAFE RESTAURANT
  * Must have an 'On-Brand' experience!

FOH - 1st impressions COUNT!!

• On arrival check exterior of store - Is it Neat & Tidy, all signs working, exterior in good condition?

  Yes

  No

  N/A

• How many dirty tables are noted on arrival?

  0

  1-3

  3-5

  5+

• Are all lights in venue working and in good condition? (Down, feature, bulk head, Floor, wall)

  Yes

  No

  N/A

• Is the FOH and counter area free from clutter, neat tidy and presentable? Does it POP?

  Yes

  No

  N/A

• Is all POS material professionally presented and well maintained?

  Yes

  No

  N/A

• Is the VMC clean, tidy and well merchandised? <br>

  Yes

  No

  N/A

• Do all products have correct product tags? No handwritten or label maker tags in cabinet?

  Yes

  No

  N/A

• Are the correct products/promo items on display?

  Yes

  No

  N/A

• Is there sufficient product available for sale in the VMC?

  Yes

  No

  N/A

• All Key Products on display are of high Quality & Presentation?

  Yes

  No

  N/A

• Are the toilets clean and tidy, with no odours?

  Yes

  No

  N/A

• Are the Trading Hours displayed correct against that advertised on the website?

  Yes

  No

  N/A

• Attach Image of trading hours here

  Media

• Or please note Trading Hours here

• Please attach any extra images here

  Media

GOOD FOOD

• Please list Items ordered

• Are all promotional Items available?

  Yes

  No

  N/A

• Promo Items are made & presented as per procedure/expectations?

  Yes

  No

  N/A

• All Key Products/Meals of high Quality & Presentation?

  Yes

  No

  N/A

• Is all Hot Food Hot, and Cold Food Cold?

  Yes

  No

  N/A

• Are all meals/food items served within 15min (Cafe) or 20min (CBR) of ordering?

  Yes

  No

  N/A

• Please attach any extra images here

  Media

GREAT SERVICE

• Are you greeted &/or acknowledged by a team member within 30 seconds of arriving/entering the store?

  Yes

  No

  N/A

• Did you receive a FRIENDLY & WARM welcome?

  Yes

  No

  N/A

• Are team members suggestive selling or upselling any additional items to compliment orders?

  Yes

  No

  N/A

• All Cups, Saucers, Plates, Bowls, Cutlery are clean, polished and free from build up.

  Yes

  No

  N/A

• Is the service person Confident, Knowledgeable, well groomed and ENGAGING?

  Yes

  No

  N/A

• Did you receive a timely check back to ensure your meal/food was satisfactory?

  Yes

  No

  N/A

• During Check-Back or other times during your visit were you offered (or observed) additional drink/product offers?

  Yes

  No

  N/A

• Where the 6-Steps of 'GREAT' Service witnessed?

  Yes

  No

  N/A

• Greeting Customers - Warm & Engaging

• (Not just) Taking Orders & Suggestive SELLING

• Present the Order with pride - Enjoy your Drinks/Meals!

• Follow-Up (Check-Backs) - Don't be shy

• Active Clearing of Tables - Opportunities to Engage

• Thank the Customer with a SMILE - See you next time!!

EXCELLENT COFFEE

• Are all drinks served within 5 minutes of ordering?

  Yes

  No

  N/A

• Did you receive Coffees as ordered?

  Yes

  No

  N/A

• Was there any Latte Art?

  Yes

  No

  N/A

• What is the current extraction time?

  Yes

  No

  N/A

• Has the Espresso Machine been back flushed in the last hour?

  Yes

  No

  N/A

• Is the Espresso Machine Clean & Polished - does it POP?<br>Is it free from clutter and build up, with only cups and approved items stored on or around the machine (i.e. no tea towels draped over)

  Yes

  No

  N/A

• Please attach any extra images here

  Media

• Yes

  No

  N/A

BOH - EQUIPMENT & STORAGE

• Is all equipment well maintained and working? <br>

  Yes

  No

  N/A

• Is all equipment clean and free from build-up?

  Yes

  No

  N/A

• Is there a cleaning schedule in place, and is it being followed?

  Yes

  No

  N/A

• All floors (under & behind equipment/shelves) are clean and free from build-up and scraps?

  Yes

  No

  N/A

• Please attach any extra images here

  Media

BOH - FOOD

• Are all food items stored correctly?<br>All food items sealed, and containers all have lids on them?

  Yes

  No

  N/A

• Do all food items have a use-by date/label clearly visible?

  Yes

  No

  N/A

• Are all food items in-date?

  Yes

  No

  N/A

• Is there only approved food items present in the store?

  Yes

  No

  N/A

• Please attach any extra images here

  Media

TCC OPS JOURNAL

• Is the monthly Sales, Labour, and FTR planning page fully completed?

  Yes

  No

  N/A

• Is the Shift Management Planner in use?

  Yes

  No

  N/A

• Do management communicate and provide updates on performance against targets set?

  Yes

  No

  N/A

• Are there clear Shift Goals/Targets communicated to the team for the current shift?

  Yes

  No

  N/A

• Are the daily shift management checklists being completed in full, everyday?

  Yes

  No

  N/A

• Are all temperature recording logs completed in full?

  Yes

  No

  N/A

• Are Use By Date logs completed in full?

  Yes

  No

  N/A

• With no out of date product found in store

  Yes

  No

  N/A

• Are all maintenance and cleaning checklists completed and up to date?

  Yes

  No

  N/A

• Does the equipment in store reflect cleaning checklists in use? I.e. No excess build up. Check cleaning items from prior day to check if cleaned correctly and at all.

  Yes

  No

  N/A

General questions, Notes, and Observations

• Are all Team Members & Managers in approved Uniforms?

  Yes

  No

  N/A

• Are all team members & Managers well groomed & well presented?

  Yes

  No

  N/A

• What was the stores last OER Score?

  Yes

  No

  N/A

• Where there any actionable items that require follow up?

  No Items Outstanding

  Items still outstanding

• Please provide details of any outstanding items and update notes on progress.

• Please attach any images here in relation to the outstanding items from the last BDR for follow-up.

  Media

• Please enter any additional information or comments about your visit.

• Please attach any additional images here.

  Media