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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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-1.0
Fair-0.5
Poor-0.0 -
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 then 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 and 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)
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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
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Couches and Chairs are free of dirt, crumbs and dry
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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 16-17֯C, and not more than 26֯C in actual temp
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TV units are in tuned in sports, news, and updated and non-violent programming.
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Music is played and set at a correct volume (loud enough, not to hear guests conversation)
B.2. Host Stand
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Priority list, Reservation log book, framed floor plan, white board markers, eraser are set and being used
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Floorplan is being updated and used accordingly
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Coloring sheets, crayons, balloons are set
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Host stand is well maintained
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 stool are aligned, not wobbly and free of dirt and water spills.
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Have an enough number of glassware and tools
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Drink garnish, ingredients are held in proper temperature and placed in proper and insulated containers
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Blenders, coffee machines and other bar machines are in good condition and working properly.
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No 86 Items. Properly stocked and enough number of chilled beverages
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, free from food debris and sanitized per shift
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Dessert spoon and fork are intact and have sufficient number of pairs
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Have an enough number of clean food trays set at the expo
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Sanitizing kit is being used
B.5. Buss-stands or Service Stations
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Iced tea/water dispensers are in good condition and are set
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Ice well are clean and covered with ice scooper kept in a clean container
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Enough number of water glasses/tea cups, plates, and bowls set at the service stations
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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. Teacups, coffee cups and teapots are free of stains and chips
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Perculators, airpots thermos are used and set for hot/warm water
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Food condiments such as ketchup, Calamansi, Ginger, Vinegar and soy sauce are set
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Have an enough number of cutleries (dinner spoon, fork, knife, chopsticks) set at the service stations
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Bar trays and tray stands are set and available for use
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Bar caddie is filled with straws, bev naps and toothpicks
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Busser kits come 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
B.6. Patio Area
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Restaurant facade is clean, free of dirt and dust with signage turned on and well-lit. Plants, displays and marketing collateral are well-maintained
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Tables and chairs were aligned, dry and clean, with complete set up.
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Couches and Chairs are free of dirt, crumbs and dry
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Table under is clean and free of dirt and food particles
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Tables are well-maintained and doesn’t wobble
II. At the Door
A. Host's Initial Greeting
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Guests are greeted with smile, enthusiasm and energy, Identifies with guests the number of party/and or their preferred seating area
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Greets regulars or return guests on a first name basis
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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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Applied A+ during Initial Greeting
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 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 (server should be using menu)
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Offers extra chair for guest's belongings
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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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Takes out excess utensils and plates upon guest’s permission
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Applied A+ during Seating the guest phase
III. During Service Time
A. Guest Acknowledgement
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Server acknowledges his/her table with proper timing (not interrupting a conversation), not more than 2-3 min, 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. Offered and introduced “tea of the day” upon Guest Acknowledgement
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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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Provides specific menu recommendations using hook, line and sinker via menu navigation
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Gives recommendations on portion sized according to the number of guests
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Suggests complete line of meal such as drinks, soups, appetizers, salad, entrees to enhance guest’s dining experience
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Writes and repeats guest’s orders in sequence, including special instructions, sides or portions
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Introduces ongoing promos and bundles suitable for the party
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Communicates serving time or the items to be served next
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Applied A+ during Guest Acknowledgement
B. Drinks and Complimentary Service
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Provides water service, complementary, and necessary condiments a while guests are waiting for their drink and food 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 within 3-5 min. after order-taking using proper glassware, under-liner and straw
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Applying rationalized use of tray. Uses hand service accordingly and uses bar trays when serving multiple glasses. Uses tray jack when necessary.
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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Provides proper utensils for specific food items such as dinner spoons, Chinese spoons, chopsticks, steak knife etc.
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**Hot piping soups are being introduced, and served within 3-5min.
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Applies “Russian Service” if food being serve is going to be shared
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Uses clean trays for multiple plates
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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 and asks guests if they still need anything to show anticipation and concern
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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Executes pre-bussing without interfering a conversation, seeks for guest’s permission while observing proper timing
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Requested cutleries are being served individually
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Applied A+ during Secondary Service
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 within 5-7 min 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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Thanked the guest and invite them for a next visit with polite tone and smile
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Applied A+ during Seating Billing Out phase
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. Handles glass by the bottom edge for safety and sanitation
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Properly executes cleaning/sanitizing table (Table, Chairs and couches, Floors)
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Uses clean bar trays for multiple glasses, and doesn’t stack glasses
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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 with a place to sit while on queue
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Waiting guest are provided with wait food and drink
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Provide wait food to delivery riders, waiting applicants, supplier, etc.
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Offers arms to assist senior guests
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Suggests nearby bistro stores
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Offers umbrella during rainy season
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Lead guest to the toilet
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Offers assistance such opening (CR) door, additional assistance (PWD), use of automatic dispensers and faucet
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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 Seating to elderly guests, even if they are not dining with us
V. Skills and Efficiency
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Staffs can carry multiple plates by hand or using tray
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Team members are using tray stand when serving multiple dishes
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Foods are served with great speed and proper timing
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Guest 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
Hotpot Service
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Hotpot essentials are promptly set on the guests table
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Server was able to present the 'Pot' to the guest
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Properly set the hotpot to cook and informed the guest that the server would return once the hotpot starts boiling.
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Efficiently cut the ingredients into bite-sized portions and properly placed the other ingredients on a timely manner
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Applied Russian service by portioning and serving the soup individually
Remarks
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