Team Performance Review - Full Service_v3

• SH Series:

• SH Branch:

• Conducted on

  Date

• Area Manager

• Location
  Address

• RM/MOD

Restaurant Exterior

• Are the exterior lights in working condition?

  Yes

  No

  N/A

• Parking lot, signs, patio and building

• Are posted signs professional in appearance and relevant?

  Yes

  No

  N/A

• Check signage for professional looking appearance and lamination. Check for relevant content (holiday hours etc.)

• Is facility entry way clean and free of debris?

  Yes

  No

  N/A

• Check entry sidewalk and doorway for cleanness.

• Is the landscape well maintained?

  Yes

  No

  N/A

• Drive around parking area before entering facility, check trash cans near entry way

• Is the parking lot clean and free of debris?

  Yes

  No

  N/A

• Lawn, trees and shrubs around property

Restaurant Interior - Guest View

• Is host stand clean and presentable?

  Yes

  No

  N/A

• Clean and uncluttered

• Is the waiting area clean?

  Yes

  No

  N/A

• Floors, chairs, tables clean and well maintained

• Is the main area floors clean?

  Yes

  No

  N/A

• Look at general area and under tables/booths for debris

• Are tables and chairs clean & well maintained?

  Yes

  No

  N/A

• Check for signs of excessive ware, damage and miss-match (non standard furniture), broken furniture or lop sided tables, tables aligned or not.

• Is the table setup as per the approved standard?

  Yes

  No

  N/A

• Check silverwares & plates, tissue, condiments set for cleanliness & alignments.

• Is decor clean and free of dust?

  Yes

  No

  N/A

• Check hanging decor, plant, furniture, windows and interior signage

• Is the bar area clean and well maintained?

  Yes

  No

  N/A

• Look for empty plates and glasses. Check counter top for cleanliness.

• Is there good & enough lighting?

  Yes

  No

  N/A

• Check for busted lights, good illumination during the day & dimmed at dinner time.

• Is the dining temperature conducive for the current flow of dining operations?

  Yes

  No

  N/A

• Check for thermostat between 21’C to 23’C. Must be adjusted depending on the dining operations - peak & non-peak hours.

• Is there a music playing during the operations?

  Yes

  No

  N/A

• Check if music is playing & audible enough to hold conversation?

Restaurant Operations - Host

• Was the guest greeted promptly by a Host upon arriving at the station?

  Yes

  No

  N/A

• Check time it takes for customer to be greeted by Hostess when they approach their station

• Did the Host greet the guest friendly, make eye contact and pause for guest response?

  Yes

  No

  N/A

• Host should greet the guest warmly, make eye contact and wait for guest response.

• Is efficient table seating followed by the Host(ess) for balanced seating in the dining?

  Yes

  No

  N/A

• Check if dining map & allocation is printed and used by the Host(ess)

• Are menu cards readily available, enough and in good repair?

  Yes

  No

  N/A

• Check for wear & tear signs on menu cards, all menu card types are available

Restaurant Operations - Front of House

• Are all FOH Managers GROVEL Certified?

  Yes

  No

  N/A

• Check with Training Department for certification.

• Has the FOH management team had an employee meeting within the last 90 days?

  Yes

  No

  N/A

• Check with RM the meeting agenda.

• Was there a pre-shift meeting for FOH employees?

  Yes

  No

  N/A

• Check filled out Staff alignment card.

• Are weekly safety meeting being held?

  Yes

  No

  N/A

• Are weekly policy and procedure talks being conducted with FOH Managers?

  Yes

  No

  N/A

• Was the FOH Manager consistently visiting guests?

  Yes

  No

  N/A

• Look for FOH manager engaging guests in a positive and friendly manner.

• Was the restaurant clean, organized and free of unsafe conditions?

  Yes

  No

  N/A

• Check floors, tables, walls, decor and windows.

• Were the restrooms clean, organized and free of unsafe conditions?

  Yes

  No

  N/A

• Check floors, sinks and receptacles.
  

• Are the employees dress and appearance in accordance to company dress-code policy?

  Yes

  No

  N/A

• Non skid shoes, uniform and appearance as detailed in employee manual.

• Is the beverage preparation and presentation in accordance to recipe?

  Yes

  No

  N/A

• Are appropriate garnishes used, appropriate glassware for drink, fresh limes, fresh fruit

• Is the hot beverage preparation and presentation in accordance to beverage recipe?

  Yes

  No

  N/A

• Example: teaspoons, cup used etc.

• Is the server allocation map printed & distributed to FOH Team members?

  Yes

  No

  N/A

• Check 1-3 servers if they received their allocation map before walking-in to the dining

• Is the server & busser’s station arranged as per schematics & fully backed up?

  Yes

  No

  N/A

• Check schematics & placement of items if followed.

Restaurant Operations - Guest Cycle

• Was the guest seated expeditiously?

  Yes

  No

  N/A

• Observe for arriving guest, tables un-bussed, empty tables and the sense of urgency from the staff.

• Was the guest(s) seated within 30 seconds?

  Yes

  No

  N/A

• Did the server greet the table within 1 minute?

  Yes

  No

  N/A

• Time it takes for the server to make first contact with the guest

• Were beverages served within 2 min. from being ordered?

  Yes

  No

  N/A

• Check time from drink order to actual drop off at table. Note friendliness of staff. Did the server present themselves and the company well?

• Were all beverages accurate during visit?

  Yes

  No

  N/A

• Customer not satisfied with order, incorrect drink served. Note: ensure contact with server or bartender to get ticket number and issue details

• Were orders ringed-in in timely manner in Symphony?

  Yes

  No

  N/A

• Check time from guest placing order with server and time it takes server to enter into Symphony (within 2 minutes)

• Was the position point utilized when delivering food to table (greater than 3 guests at table)?

  Yes

  No

  N/A

• Server should place plates using the Position Point and work around the table. From the point closes to host stand around the table. Ensures orders are correct. Check for signs of "Auctioning Off" food. Example: "Who had the nachos?"

• Was food delivered timely in accordance with our service recipe?

  Yes

  No

  N/A

• 8-10 min. Apps; 15 min Lunch; 25 min Dinner; 4 min Desert

• Did the server exercise the 2 min. 2 bites policy?

  Yes

  No

  N/A

• Server should check back with the table within 2 min. or 2 bites of food. Note servers demeanor, is it a pleasant interaction with the guest?

• Were all food orders accurate during visit?

  Yes

  No

  N/A

• Guest not satisfied with order (example: hot, cold, added or missing items). Incorrect menu item served. Note: ensure we visit the Expo or server immediately to get issue details and ticket number to note.

• Was the guest check delivered timely in accordance with company policy?

  Yes

  No

  N/A

• For lunch and dinner with no dessert, drop the check immediately; for dinner with desert, within 2 min.

• Was guest check picked up expeditiously?

  Yes

  No

  N/A

• Note the time it takes for server to retrieve check from table

• Did the server return guest’s receipt within 1 min.?

  Yes

  No

  N/A

• Time between check pick up and receipt drop off.

• Was the table bussed within 2 min. of guest’s departure?

  Yes

  No

  N/A

• Time from guest’s departure and the bussing of the table. Check for signs of server pre-bussing the table.

• Is the server encouraging guests to sign-up in our Loyalty Program, earn or redeem points upon payment transactions?

  Yes

  No

  N/A

• Check completed transactions for loyalty points redemption or earn transactions (guest check or loyalty device).

• Is loyalty device available and in good working condition?

  Yes

  No

  N/A

• Check availability & connectivity of loyalty devices. Branch must have at least 2 loyalty devices.

• Are MODs’ Loyalty passcode available & valid for verifying loyalty transactions?

  Yes

  No

  N/A

• Ask MOD if passcode is available & valid.

Restaurant Operations - Heart of House

• Is the recipe book actively being used?

  Yes

  No

  N/A

• During cooking hours, look for book and cards physically out at cooking area

• Does every cooler have a thermostat inside of the unit and are they recording 5 degrees or below?

  Yes

  No

  N/A

• Visit walk in and reach in coolers and record temp in audit.

• Is the food holding the required temperature?

  Yes

  No

  N/A

• Check temperature with thermometer - the holding temperature is 135 degrees F for hot food and below 40 F for coolers

• Are all HOH Managers FFS Certified?

  Yes

  No

  N/A

• Certificates are held at Training Department. Check prior to arrival.

• Has the HOH management team had a staff meeting within the last 90 days?

  Yes

  No

  N/A

• Check meeting agenda & ask 1-3 team members for confirmation.

• Are the vendor par level sheets being utilized?

  Yes

  No

  N/A

• Ask KM for Par Level Sheets; look for use to current date/day of the week.

• Are the prep par level sheets being utilized?

  Yes

  No

  N/A

• Look for prep par level clip board in kitchen. Check for use.

• Are weekly safety meetings being held?

  Yes

  No

  N/A

• Refer to filled out SA cards

• Was the unit labeling, dating and rotating goods in the unit?

  Yes

  No

  N/A

• Check walk in cooler containers - first in first out.

• Is the equipment being used safely and properly?

  Yes

  No

  N/A

• Used safely as per manufactures instructions.

• Is the kitchen equipment in good and safe condition?

  Yes

  No

  N/A

• Check condition of equipment. Look for excessive ware, torn or broken parts and unsafe items.

• Is the dry storage clean, organized and free of debris?

  Yes

  No

  N/A

• Visit the dry storage area. Check for proper storage and cleanliness.
  

• Is the walk in cooler/freezer clean, organized and free of debris?

  Yes

  No

  N/A

• Visit walk in cooler/freezer. Check for proper storage and cleanliness.

• Are all other kitchen areas clean, organized and free of debris?

  Yes

  No

  N/A

• Check general kitchen area. Check for proper utilization and cleanliness.
  

• Are cutting gloves worn by all employees? (in task item)

  Yes

  No

  N/A

• Check during usage. Cutting gloves should be worn by employees when using knives.

• Is the food presentation in accordance to serving recipe?

  Yes

  No

  N/A

• Check for right portions, placement of food on plate and condition of chinaware. Refer to cook book.

• Are the employees dress and appearance in accordance to dress-code company policy?

  Yes

  No

  N/A

• Check company manual for proper dress/appearance guidelines.
  

Food Tasting

• Is the food prepared and presented per recipe standard?

  Yes

  No

  N/A

• Ask for the serving recipe or check through CT for validation

• How does the food taste?

• Check if it’s salty, peppery, bitter, sweet, dry, moist, spicy, savoury, etc.

• How does the food smell?

• Fishy, sour or sulfur-like, spoiled, funky

• Was it in the right temperature?

  Yes

  No

  N/A

Safety and Sanitation

• Is proper sanitation standards followed accordingly as per company food safety standards?

  Yes

  No

  N/A

• Check kitchen environment for violations. Are employees washing hands regularly.

• Is kitchen equipment clean and free of grease build up?

  Yes

  No

  N/A

• Check cooking areas, frying stations and prep area for signs of grease build up.

• Are safety instructions posted?

  Yes

  No

  N/A

• Check kitchen for safety instructions.

• Are exhaust filters cleaned weekly?

  Yes

  No

  N/A

• Check the condition of the filters for excessive grim build up.

• Is the floor adjacent to the deep fryer dry and free of grease?

  Yes

  No

  N/A

• Check the floor area for signs of grease. The area should not be slippery.

• Are Cross-Contamination prevention procedures being followed?

  Yes

  No

  N/A

• Check cooking areas and walk in for possible cross contamination conditions.

• Are personnel hygiene policies being followed?

  Yes

  No

  N/A

• Hair net, washing hands between touching food items etc.

• Has the site had a Pest Control visit within the last 30 days?

  Yes

  No

  N/A

• Check with Corporate office for last pest control visit.

• Are cleaning supplies properly used, labeled and stored?

  Yes

  No

  N/A

• Check cleaning storage area for proper labeling of cleaning supplies.

• Are main backdoors kept closed/secured when not in use?

  Yes

  No

  N/A

• Check main backdoor, if no delivery present, the doors should be secured.

• Is there an available weekly beautification schedule?

  Yes

  No

  N/A

• Check for the weekly, monthly beautification schedules posted in the bulletin board with assigned team members.

• Is there a daily soaking schedule for crockeries, silverwares, pots & pans, etc.

  Yes

  No

  N/A

• Check for the soaking schedule if posted & followed. Ask 1-3 team members for verification.

To Go Operations

• Are the aggregator devices ready and connected to the internet?

  Yes

  No

  N/A

• Was order placed within 1 min from receiving to the Symphony?<br>

  Yes

  No

  N/A

• Was the order packaged and ready for the delivery driver within the correct cycle time?

  Yes

  No

  N/A

• Lunch 8 min., Dinner 12 min.

• Was the order accuracy checked for each delivery receipt?

  Yes

  No

  N/A

Inventory Management

• Are control forms available and being utilized in each section?

  Yes

  No

  N/A

• Check for control forms being used in each sections for closing inventories, ex. bar control form, etc)

• Is the stockroom, walk-in freezer/chiller control forms available and being utilized?

  Yes

  No

  N/A

• Check control forms if filled out accurately and verified by closing & opening MOD.

• Is stocks pullout form available and being utilized to record stocks pullout & tallied accordingly?

  Yes

  No

  N/A

• Check for filled out pullout forms and tally against control forms.

• Is meat cut specs chart available and being utilized?

  Yes

  No

  N/A

• Check specs chart availability. Check meat cuts for compliance - thickness, length, width & weight.

• Are there 86 raw items in the restaurant?

  Yes

  No

  N/A

• Check for not available items and the alternative items to ensure availability & consistency.

Human Resources

• Is the New Hire packet filled out and turned in timely as per company policy?

  Yes

  No

  N/A

• Check with HR for all required new hire paper work

• Is staff attendance being filled out by each team member daily?

  Yes

  No

  N/A

• Check staff attendance sheets if accomplished daily.

Marketing

• Was there any major activity, reservations held in the branch in the previous month?

  Yes

  No

  N/A

Finance

• Is the Comp Procedures being followed?

  Yes

  No

  N/A

• Check previous day’s log with the comps and manager sign off

• Are the Food Comp Procedures in accordance with company policy?

  Yes

  No

  N/A

• Corporate and Manager comp policies followed

• Is the Deposit made daily?

  Yes

  No

  N/A

• Check daily deposit log sheet

• Is the DSR sent daily?

  Yes

  No

  N/A

• Check restaurant’s outlook for sent emails

• Are all vendors’ and CWH orders reconciled in timely manner?

  Yes

  No

  N/A

• Check branch’s CT account for the previous week reconciliations.

Confirmation

• Yes

  No

  N/A

• Confirmed by:

  Sign

• Conducted by:

  Sign