Title Page
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Site conducted
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Manager on Duty
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Conducted on
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Shift
- LUNCH
- DINNER
- BREAKFAST
- LATE NIGHT
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Prepared by
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This form is designed to evaluate the level of service rendered by the Managers and Team Members of the restaurant branch on each stage of the Steps of Service. It will also include basic fundamentals on restaurant organization, cleanliness, safety, and food quality.
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A point will be rewarded for each service practice being executed by the employee or the Manager on Duty. Points will be given based on the consistency of the team members on performing specific standards
Rating Points
Good-2
Fair-1
Poor-0
Additional points shall be granted for every “A+ Service” being provided. -
Please use the result of this audit as your team’s reference for better service, food quality and efficiencies in the restaurant.
I. Restaurant Readiness
A. STAFFING
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There is a dedicated team member on each FOH Station (Host, Server, Busser, Bartender) and not handling dual stations to focus on their responsibilities
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Servers are not handling more than 6 tables on a busy lunch, dinner or weekend
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Scheduling: All staffs are on floor before peak hours to ensure everyone is ready to accept guest. Staffs are not checking in at 12nn (busy lunch) or at 6pm (dinner) to have more preparation (physically and mentally)
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Staffs are tidy and in complete uniforms (from head to foot, including haircut, face, make up, and accessories) *attach photo*
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All servers have their own badge cards to process ordering in the POS.
B. HAMBURGER-STANDING
B.1. Dining Area
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Tables and chairs were aligned, and not wobbly, with complete set up, dry and clean (including patio)
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Couches and Chairs are free of dirt, crumbs and dry (including patio)
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Dining floors are clean (free of food debris) and dry. Table under is clean and free of dirt and food particles
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Air-conditioned units are set at 21°C or optimal temperature
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Music is played and set at a correct volume (loud enough, not to hear guests conversation)
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TV units are in tuned in sports, news, and updated and non-violent programming
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Patio area: Restaurant facade is clean, free of dirt and dust with signage turned on and well-lit
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Patio area: Plants, displays and marketing collateral are well-maintained
B.2. Host Stand
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OpenTable iPad is charged and available for use. Framed floor plan, whiteboard markers, and eraser are set and being used (if applicable)
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Enough menu for the shift (well-maintained and clean)
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Floorplan/OpenTable is being updated and used accordingly
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Coloring sheets, crayons (balloons, foyer food/drinks if applicable) are set
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Host stand is well maintained, free of clutters and eyesores
B.3. Bar Station
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Bartop is clean, organized and with proper set up (cutleries, plates, dinner naps, without clutters, dirt or debris)
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Bar area well maintained, free of clutters and eyesores
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Have an enough number of glasses such as beer glasses, juice glass, coffee cups and under liner, cocktail glass, shooter and wine glasses
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Have enough number of bar tools (bar spoons, strainers, Boston shaker etc.)
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Bar tools and glass wares are well-maintained, clean and free of smudges/stains
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Drink garnish, ingredients are held in proper temperature and placed in proper and insulated containers
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Bar machines such as blenders, coffee machines and etc. are in good condition and working properly.
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No 86 Items. Properly stocked and enough number of chilled beverages (sodas, sparkling, and bottled water)
B.4. Expo Area
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Have an enough number of serving gears such as food tongs, steak knife, serving spoon, soup spoon etc.
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Cutlery bins are clean and free from food debris
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Have enough number of dessert spoons and forks
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Have an enough number of clean food trays set at the expo
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Organized and complete set-up (sauces, OSI, warmers and toasters)
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Sanitizing kit is being used
B.5. Buss-stands or Service Stations
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Beverage dispensers are well-stocked and in good condition (percolators, air-pots thermos, juices)
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Ice well are clean and covered, set with ice scooper and kept in a clean container
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Enough number of small wares (water glasses/tea cups, plates, and bowls) set at the service stations
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Have an enough number of cutlery (dinner spoon, fork, knife, chopsticks) are set
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Water glasses/tea cups, coffee mugs are clean, dry, and are stored upside down on a clean mesh, or glass racks
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Teacups, coffee cups and teapots are free of stains and chips
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Food condiments (ketchup, Tabasco, calamansi, ginger, vinegar and soy sauce) are set
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Bar trays, tray stands and sanitizing kit are set and available for use
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Caddie is filled with straws, bev naps and toothpicks
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Busser's kit comes complete with a set of towels and a spray bottle, available for use at every service station
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Take out areas are clean and stocked with boxes, microwavable, tape dispensers, paper bags, take out sleeves, and condiments
II. At the Door
A. Host's Initial Greeting
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Guests are greeted with smile, enthusiasm and energy
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Greets regulars or return guests on a first name basis
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Identifies with guests the number of party/and or their preferred seating area
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Utilizes OpenTable to update table availability (Reserve, Assign, and Seat guests)
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Offers a specific area/table suitable for the party such as booth seats, banquet tables etc.
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Leads guest to their table, carrying enough menu for the party, while walking at the guest’s pace
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Engage them with conversation and walk with their pace directly to the table
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Guest are being guided and assisted with their belongings
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Uses OpenTable to update table availability (Sanitized and Reset)
B. Seating the Guest
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Pulling out chairs for the guest upon sitting
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Delivers the “1,2,3,4 Punch” with eye contact, audible voice and enthusiasm. (server, mod, table vibe)
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Hands the menu to guests in an open manner (ladies first, or children first)
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Introduces and showcases existing promos or best-sellers via menu navigation (host should be using menu)
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Offers coloring sheets and crayons, seat booster/ clean and sanitized high chair to toddlers or kids
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Offers extra chair for guest's belongings
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Host's seating the guests with complete set-up
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Wishes the guest a good day or a pleasant dining experience upon leaving the guest’s table (provides a pleasant exit word)
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Asks guests for celebrations or occasions they’re having on their table, and communicate it to their server
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Takes out excess utensils and plates upon guest’s permission
III. During Service Time
A. Guest Acknowledgement
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Server acknowledges his/her table immediately and with proper timing (not interrupting a conversation), or as soon as the guest is ready
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Provides sincere, with smile and enthusiastic and varied Guest greetings (how are you today, welcome to, nice to see you, hello, Hi!)
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Flagging guest’s table with beverage napkin while introducing his/her name as their server
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Offering and introducing “tea of the day” upon Guest Acknowledgement (concept specific)
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Asking guest with the right “selling questions” such as “what can I offer you for today, what are you having today, can I get you something to drink or to start with, can I take your orders? Etc.”
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Gives recommendations on portion size according to the number of guests
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Provides specific menu recommendations using hook, line and sinker via menu navigation
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Suggests complete line of meal (Perfect Five) to enhance guest’s dining experience <br>1. Drinks<br>2. Soup/Appetizer<br>3. Salad<br>4. Entree<br>5. Dessert
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List down and repeat guest’s orders in sequence, including special instructions, sides or portions
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Ring orders in sequence and proper timing (Maximum of 5-6 item per ticket)
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Offer to split beverages/dishes if guests opt to share
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Ask if the guest will be using privilege card/discount card
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Communicates serving time or the items to be served next
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Happily adjust menu items to accommodate guests' specific dietary requirements/ guest's special instructions
B. Drinks and Complimentary Service
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Provides water service, complimentary, and necessary condiments after taking guest's orders
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Introduces drink orders, and serving it using clean and dry glasses, while hands are also dry
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Working drinks are served immediately using proper glassware, under-liner and straw
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Rationalized use of tray. Uses hand service accordingly and uses bar trays when serving multiple glasses. Uses tray jack when necessary.
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Necessary condiments such as ketchup, soy sauce, steak sauce, chili flakes or tabasco is served prior to food arrival with anticipation
C. Food Delivery and Presentation
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Introduces each food items by name, portioning/size, including sides, and sauces
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Serving individual food orders to the person who ordered it (doesn’t auction) or ask who’s having the food item articulately (excuse me, who’s having)
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Food were served with proper temperature (cold food cold, hot food hot)
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Offer an extra table or a larger table if space is limited for the guests’ order
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Provides proper utensils/serving gears for specific food items
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Offers fresh cracked peppers on soups, salads, and pasta
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Applies “Russian Service” if food being serve is going to be shared
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Offer additional condiments that compliment specific dish
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Touches/carries the plate by the rim, during set up, when serving or when pre-bussing
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Uses under-liner (clean plate/saucer) when transporting fresh cutleries
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Confirms the last food item being served before leaving the guest’s table
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Served based on concept timing standards<br>1. Drinks<br>2. Soup/Appetizer <br>3. Salad<br>4. Entree<br>5. Dessert
D. Secondary Services and Attention to Details
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Provides “smart check-backs” primarily to identify food quality, order-completeness and ask other guest needs
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Offers “fresh plates”, and change it as soon as their plates are filled with food debris, oil, sauce or bones
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Provides refills on water or bottomless drinks
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Offers another basket of bread, another set of crackers or another batch of complimentary food
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Executes pre-bussing without interfering a conversation, seeks for guest’s permission while observing proper timing
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Requested cutlery are being served individually
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De-crumbs or wipes the table, making it free from dirt and water spills
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Provides extra napkins with under-liner and replace worn-out bevnaps.
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Offers or serves enough toothpicks with saucer, bevnaps and under-liner
E. Dessert Service
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Suggesting specific dessert recommendations along with coffee or tea via hook, line and sinker
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Offer complimentary coffee or tea for BFF Card holder
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Pre-buss, resets table and refill drinks before serving the desserts
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Desserts are served with proper serving gears and individual plates
F. Billing and Farewell
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Asks guests if guest is a BFF card holder, or if they have any privilege card such as senior card, PWD, diplomat
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Identifies guests mode of payment (cash or card) brings a card terminal to process guest’s payment on table
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Presents the cheque (pre-receipt) using a bill presenter (bill folder) in an open manner
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Processes and settle the transaction, then presents the final receipt (final settlement) and hand it to the guest using a bill presenter including the change (if there is)
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Thanked the guest and invite them for a next visit with polite tone and smile
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Addresses departing guest by their names
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Provide "Thank you Card" (A-plus if applicable)
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Offer assistance and helps in carrying their bags or takeout bags
G. Bussing out and Clearing Tables
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Buss tables promptly after guest departs
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Handles Plate ware and silverware away from the food contact
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Neatly stack plates and bowls, and group utensils together.
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Proper usage of Busser's Kit for cleaning/sanitizing (Table, Chairs and couches)
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Checks the floor and sweeps as needed
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Uses clean bar trays for multiple glasses, and doesn’t stack glasses
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Handles glass by the bottom edge for safety and sanitation
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Uses bus-tubs with tray stands or Trolly for large tables when cleaning and bussing out
IV. Hospitality and Warmth
A+
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Waiting guests are being offered a place to sit while on queue
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Waiting guest are provided with foyer/wait food and drinks
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Provide wait food/drinks to delivery riders, waiting applicants, supplier, etc.
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Offers to assist senior guests
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Offers assistance such opening (CR) door, additional assistance (PWD), use of automatic dispensers and faucet
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Offer Seating to elderly guests, even if they are not dining with us
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Assist guests with umbrella during rainy season
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Lead guest to the toilet
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Offer extension cords or power banks to guests at tables without outlets
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Back of the House team members acknowledging guests at the dining
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Offer pet bowls to guest with pets
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Offer QR Code with translated menu
V. Skills and Efficiency
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Team members can perform multiple hand carry (plates and glasses)
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Team members use tray stand when serving multiple dishes
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Team members were able to apply 'silent service' when the guests are having a conversation
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Beers/wines are poured properly using correct glassware and tools
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Able to provide specific concept food item services (hot pot, deep fried noodles, stone pot, cochinillo etc.)
VI. Managers Efficiency
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Accountability of his/her Badge card (not being lent to team members and left on POS)
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Practices 100% table visit or guest engagement.<br>
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Performed line check, pre-shift meeting<br>
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Is engaging with and directing the team members on floor.<br>
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Also visible at the door and checks the door condition and waiting guests during the shift<br>
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Is engaging with and directing the team members on floor during the shift<br>
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Knowledgeable in operating devices such as ARLO (used by manager only and not being used by a team member), Grab devices and others
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Managers professional appearance (i.e. Hair styles, facial hair, make up, etc.
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Satisfies guest complaint beyond their expectation<br>
Remarks
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