Warrens Bakery Brand Standard Audit V1.0

• Conducted on

  Date

• Prepared by

• Location
  Address

• Select date

  Date

1.0 First Impressions

• 1.1 Is external signage clean & in good condition?

  Yes

  No

  N/A

• • A board clean, in good condition with correct POS
  • Other POS I.e. flags, banners clean and in good condition
  • External signage is working and clean
  
  Section One Brand Manual / Perfect Merchandising Guide/ Campaign Guide
  

• 1.2 Is the outside of your store clean, tidy and ready to trade?

  Yes

  No

  N/A

• • Outside area checked regularly by team
  • Neat and tidy tables and chairs with a gap leading to window display
  • Free from litter (Rubbish, crumbs, cigarette butts, weeds etc.)
  • Signs, A boards and windows clean and smear free
  
  Section One Brand Manual / COSHH/ Daily Diary

• 1.3 Is external maintenance in good order?

  Yes

  No

  N/A

• • Issues are logged in your maintenance books, chased regularly and recorded.
  • Paintwork in good, clean condition
  • Lettering fully lit (all bulbs working)
  • Signage is clean and in good repair
  • External POS/furniture in good repair
  • Any maintenance issues found that could cause risk to customers, team or visitors will see section deemed out of critical compliance.
  
  Section One Brand Manual / Health Safety Manual

• 1.4 Are opening times displayed?

  Yes

  No

  N/A

• • Signage in good repair and readable
  • Display by store entrance at eye level and easily readable to customers
  • Correct opening and closing times of the store
  • 24HR CCTV operation, Guide dogs allowed and No Smoking information shown on vinyl
  • Sign shows “For any feedback on your visit please visit www.warrensbakery.co.uk”
  
  Section One Brand Standard Manual/ Design Manual

2.0 Show Stopping Windows

• 2.1 Do props sit within current promotion?

  Yes

  No

  N/A

• • Core includes: A3 Wooden Clip Board, Bread Cubes, Black Slates, 2 Tier Slate Cake Stand, Baskets, Silver Buckets, White Cake Stands, Window Bed Vinyl's (to replace removed product)
  • Slates elevated for customers to see and used for products mentioned in campaign guide
  • Baskets elevated for customers to see using various large and small to display products
  • Buckets displayed handle front facing with minimal 4 flavour crisps
  • Campaign props approved by Warrens Bakery (Refer to most recent campaign guide)
  
  Section Two Brand Manual/ Campaign Guide/ Campaign Merchandise Guide
  

• 2.2 Is all correct POS in place?

  Yes

  No

  N/A

• • Large Descriptors are in place and used with bread pins to showcase a particular product
  • A3 poster is in place on clipboard to showcase Campaign products using metal bulldog clips at left and right side
  • Window Vinyl's used to showcase campaign
  
  Section Two Brand Manual/ Campaign Guide/ Campaign Merchandise Guide

• 2.3 Are products displayed correctly?

  Yes

  No

  N/A

• • All products displayed in store are approved by Warrens Bakery
  • Correct window tier bed display followed
  • Products in window available in store
  • Window products not used for 'display only'
  • Vinyl's only used when stock depletes at EOD
  • Window displays clean and crumb free
  • Displays relevant to day type
  • Pasty crimps are at the top and no gaps between products
  • Products displayed in blocks and not a random order
  • Large counter displays are not blocking the hot counter
  • Window is consistently being evolved relevant to day parts AM LUNCH PM
  
  Section Two Brand Manual/ Campaign Guide/ Campaign Merchandise Guide

• 2.4 Is re-merchandising the displays taking place as stock sells through?

  Yes

  No

  N/A

• • Items pulled from window are replaced
  • Savouries pulled and vinyl's in place no less than two hours before close
  • DOP replaced with long shelf life products until store close
  • Meringues in stock and looking full and abundant
  
  Section Two Brand Manual/ Campaign Guide/ Campaign Merchandise Guide

• 2.5 Are cubes used correctly?

  Yes

  No

  N/A

• • Cubes look interesting and appealing
  • Correct POS and bread pins are in place
  • Depleted stock replaced with Retail products and/or bread box inserts nearer EOD
  • Cubes in line with campaign and core marketing
  • Cubes are angled in different directions and not straight facing
  • Keep similar products together rather than here and there (E.G. muffins altogether, tray bakes together, tarts together)
  
  Section Two Brand Manual/ Campaign Guide/ Campaign Merchandise Guide
  

3.0 Customer Journey

• 3.1 Is the store clean and tidy?

  Yes

  No

  N/A

• • Flooring clean, free of dirt and chewing gum. Tables moved to remove any debris present underneath
  • Corners of the store clean and free of dirt
  • Spillages cleaned straight away and wet floor sign used
  • Flooring, carpets and vinyl's undamaged, not worn or lifting in any place
  • Tables must not wobble (café sites only)
  • Toilets clean and fully stocked
  • All areas pest free
  • All counters and chillers are clean, crumb free with no smears on the glass
  • Condiment bar fully stocked
  • Lighting, ceilings, aircon and vents clean and dust free
  • Chairs and sofas free of stains and spills
  
  Section Three Brand Manual/ Daily Diary/ Food Safety Folder

• 3.2 Is the store free of pests?

  Yes

  No

  N/A

• • Reasonable precautions are taken place to prevent pests gaining entry to food storage/prep areas
  • Daily checks completed in daily diary & remedial notes taken if necessary
  
  Section Three Brand Manual/ Daily Diary/ Food Safety Folder
  

• 3.3 Is POS and marketing all correct?

  Yes

  No

  N/A

• • POS in store is in line with current campaign
  • Signage is undamaged and not homemade
  • All posters are in frames
  • All products clearly priced either with bread pin labels, metal barker labels or menu boards (If similar or duplicate products are displayed around the store, these should all be labelled)
  • Menu boards should be displayed in the correct order, in clean condition with no alternations
  • Pasty counter has A4 campaign poster and any lunchtime deals available
  • Deli counter has breakfast or lunch menu displayed
  • Drinks menu placed on top of counter where applicable
  • POS is angled towards the customer walking into store and not straight on
  • No more than two price labels are missing in store
  
  Section Three Brand Manual/ Campaign Guide / Campaign Merchandise Guide
  

• 3.4 –Is internal maintenance in good order?

  Yes

  No

  N/A

• • All counters and chillers are in full working order, clean, tidy and ready to use
  • Broken down equipment has relevant signage and suitable timescales for repair
  • Records are kept for equipment reported with correct details
  • Health and safety as well as customer facing issues are prioritised
  
  Section Three Brand Manual/ Health & Safety Manual/ Food Safety Manual/ Daily Diary

• 3.5 Is the drink chiller clean and the correct temperature?

  Yes

  No

  N/A

• • Temperature is between 1-8, if not this is recorded in the daily diary with appropriate actions
  • Vents are unobstructed and clean
  
  Section Three Brand Manual/ Daily Diary/ Food Safety Folder

• 3.6 Are core drinks available?

  Yes

  No

  N/A

• • If store has Grab & Go, this is displayed correctly
  • All drinks are available, full and have no gaps
  • All drinks are facing forward with the label at the front
  • All drinks are kept together in brands and ranging from light-dark-light-dark colour order
  Only approved drinks to be available
  Section Three Brand Manual/ Campaign Guide / Campaign Merchandise Guide/ Ambient Order Form

4.0 Behind the Counter

• 4.1 Are fridges clean?

  Yes

  No

  N/A

• • Fridges and surfaces are cleaned on a regular basis with no build up of food/dirt in fridge seals
  
  Section Four Brand Manual/ Daily Diary / Food Safety Manual

• 4.2 Are ovens clean?

  Yes

  No

  N/A

• • Daily and weekly cleaning is taken place as per the Diversey manual
  • Ovens have no debris or excessive soiling inside, glass should be clean and shelves wiped
  
  Section Four Brand Manual/ Daily Diary / Food Safety Manual

• 4.3 Is the prep area clean and tidy?

  Yes

  No

  N/A

• • Prep areas and workstations are wiped down correctly
  • Utensils and ingredients used are stored away correctly
  
  Section Four Brand Manual/ Daily Diary / Food Safety Manual

• 4.4 Is all food preparation equipment clean, tidy and in good condition?

  Yes

  No

  N/A

• • Food preparation equipment such as, mixers, chopping boards, utensils etc. are cleaned after use using D1
  • Any equipment not in good condition is reported or discarded and reordered depending on the item
  
  Section Four Brand Manual/ Daily Diary / Food Safety Manual

5.0 Food Safety

• 5.1 Is regular hand washing taking place?

  Yes

  No

  N/A

• Section Five Brand Manual/ Food Safety Manual

• 5.2 Is the hand wash area clean, tidy and fully stocked?

  Yes

  No

  N/A

• • Sinks full equipped with approved hand wash, hot water and hand drying facility.
  • Hand wash guide available for team members to reference to.
  
  Section Five Brand Manual/ Food Safety Manual

• 5.3 Is hot water available in store?

  Yes

  No

  N/A

• • All hand wash basins and sinks behind the counter, prep room hand toilets have hot running water.
  • If there is no hot water a 'no hot water policy' is in place.
  
  Section Five Brand Manual/ Food Safety Manual

• 5.4 Is the retail diary available and filled out correctly?

  Yes

  No

  N/A

• • The retail daily diary is in date and team on duty know how to use it.
  • Current week and previous four weeks are fully completed with no missing records.
  • Weekly and monthly checks are completed at the beginning of each week/month.
  • Checks outside of the Warrens Bakery guidelines are actioned in the 'issues actioned' section.
  • Up to 3 years worth of checks are available on site to view.
  • The retail daily diary is a working document and readily available.
  
  Section Five Brand Manual/ Food Safety Manual

• 5.5 Is the food safety and COSHH manual readily available?

  Yes

  No

  N/A

• • Manuals are readily available.
  • Team members know where to find them and how to use them.
  
  Section Five Brand Manual/ Food Safety Manual

• 5.6 Have all team members completed Food Safety Level 2?

  Yes

  No

  N/A

• • All employees involved in high risk food prep are trained within 3 months of employment and are supervised until then.
  • Remaining team are trained within 6 months of employment and are supervised until then.
  • Training certificates are kept in the employees file.
  • All level 2 certificates are in date (2 years).
  
  Section Five Brand Manual/ Food Safety Manual

• 5.7 Has the Store Manager completed Food Safety Level 3?

  Yes

  No

  N/A

• • Store manager has completed level 3 training.
  • Training certificates are kept in the employees file.
  • All level 2 certificates are in date (2 years).
  
  Section Five Brand Manual/Food Safety Manual

• 5.8 Does the store have a COSHH manual with relevant safety data sheets?

  Yes

  No

  N/A

• • Diversey COSHH manual is in place.
  • Relevant safety data sheets are present.
  
  Section Five Brand Manual/ Food Safety Manual

• 5.9 Are chemicals stored safely?

  Yes

  No

  N/A

• • All chemicals are clearly labelled and in date.
  • Chemicals are stored away from food and if possible, in a lockable cupboard.
  
  Section Five Brand Manual/ Food Safety Manual/COSHH Manual

• 5.10 Do staff members know where to find allergen information?

  Yes

  No

  N/A

• • Team can confidently answer and demonstrate the above question.
  • Allergen info is found on the tills by selecting 'product info' then selecting the products, if this is not possible or clear the team member must check the packaging.
  
  Section Five Brand Manual/ Food Safety Manual/COSHH Manual

6.0 Hot Counter

• 6.1 Are the core products available in the hot counter?

  Yes

  No

  N/A

• • Large and medium traditional steak pasties, chicken flavour, sausage rolls, a vegetarian option and a vegan option.
  • Before 11am bacon, sausages and bacon bites in approved small wares.
  • 11-230 breakfast taken away and new flavours are introduced.
  • 230-close counters are condensed according to store layout.
  • Minimal of 6 medium steak are always available.
  No unapproved products are displayed
  Section Six Brand Manual/ Perfect Merchandising/ Campaign Guide

• 6.2 Is all POS in place?

  Yes

  No

  N/A

• • x2 A4 posters are placed each side of the counter top (one campaign related another core/promotional) these are also used to hide pasty bags.
  • Vinyl's are placed in the corners to avoid obstruction of products.
  • Metal barkers are used in the hot counter with labels on all products.
  • No handmade POS is used at anytime.
  
  Section Six Brand Manual/ Perfect Merchandising/ Specs Manual

• 6.3 Are products perfectly baked?

  Yes

  No

  N/A

• • Fresh - baked from frozen are golden in colour and reach above 90.
  • Flash - baked fresh and left ambient reach a core temp of 75 and above.
  • Items in hot counter are never reheated and are held for no longer than 4 hours.
  • Items in hot counter reach a core temp between 60-70.
  
  Section Six Brand Manual/ Perfect Merchandising/ Specs Manual

• 6.4 Are spot temperature checks being carried out?

  Yes

  No

  N/A

• • Hot counter items are temp checked regularly to ensure they are safe for customers to eat.
  
  Section Six Brand Manual/ Food Safety Manual/ Specs Manual/ Daily Diary

• 6.5 Is the glass clean and smear free?

  Yes

  No

  N/A

• • Glass is free from smears and fingerprints.
  • Glass is checked regularly by the team.
  
  Section Six Brand Manual/ Food Safety Manual/ Daily Diary

• 6.6 Is the counter crumb free?

  Yes

  No

  N/A

• • Counter is cleared of crumbs regularly using a mini dustpan and brush or blue roll.
  
  Section Six Brand Manual/ Perfect Merchandising

• 6.7 Are the correct tongs/utensils in use?

  Yes

  No

  N/A

• • Silver tongs are used for meat only products.
  • Green tongs are used for vegetarian only products.
  • Cream tongs are used for vegan only products.
  
  Section Six Brand Manual/ Food Safety Manual/ Daily Diary

• 6.8 Is the correct packaging being used?

  Yes

  No

  N/A

• • Only Warrens Bakery approved bags are used in store unless authorised otherwise.
  • The correct bags are used for the relevant items.
  
  Section Six Brand Manual/ Food Safety Manual/ Perfect Merchandising

• 6.9 Are the appropriate number of pasties/savouries available in the hot counter for the time of day?

  Yes

  No

  N/A

• • All core items are available specific to time of day from open till close.
  • Minimal of 6 medium steak are always available.
  • Store has taken into account the weather, local/national events and previous sales history.
  
  Section Six Brand Manual/ Food Safety Manual/ Perfect Merchandising

7.0 Confectionary Counter

• 7.1 Are all products finished in line with the specification manual?

  Yes

  No

  N/A

• • All products are displayed on approved small wares.
  • Where trade dictates freshly finished products are made continuously throughout the day.
  • Products are displayed in uniformed rows in block colours.
  • Larger products are placed on lower shelves and all in product grouping i.e. muffins together.
  • Products are sold from the back first (racking or drawers).
  • There are no gaps in the display.
  • Day dot planner and shelf life chart are actively used with the correct version.
  No unapproved products are displayed
  Section Seven Brand Manual/ Food Spec Manual

• 7.2 Are all counters full looking?

  Yes

  No

  N/A

• • Counters are full looking for as long as possible.
  • If product has ran out, counters are condensed correctly according to store layout and meringues are used effectively to fill gaps.
  
  Section Seven Brand Manual/ Perfect Merchandising/

• 7.3 Is all POS in place?

  Yes

  No

  N/A

• • Metal barkers are used for products.
  • All labels are available for each products.
  • No handmade POS is used at anytime.
  • One A4 wooden clipboard is placed on top of the counter with relevant promotional or hot drinks poster, this is also used to hide pasty bags.
  
  Section Seven Brand Manual/ Perfect Merchandising/Campaign Guide

• 7.4 Are correct tongs being used?

  Yes

  No

  N/A

• • Cream vegan tongs for vegan tray bakes.
  • Silver tongs for every other cake.
  
  Section Seven Brand Manual/Food Safety Manual

• 7.5 Is the glass clean and smear free?

  Yes

  No

  N/A

• • Glass is free from smears and fingerprints.
  • Glass is checked regularly by the team.
  
  Section Seven Brand Manual/Food Safety Manual/ Daily Diary

• 7.6 Is the counter clean and crumb free?

  Yes

  No

  N/A

• • Counter is cleaned regularly throughout the day.
  • Counter is deep cleaned every night as per close down routine.
  
  Section Seven Brand Manual/ Perfect Merchandising/Food Safety Manual

• 7.7 Is the appropriate amount of product available for the time of day?

  Yes

  No

  N/A

• • All core items are available specific to time of day from open till close.
  • Store has taken into account the weather, local/national events and previous sales history.
  
  Section Seven Brand Manual/ Perfect Merchandising/Food Safety Manual

8.0 Deli Bar

• 8.1 Is the breakfast menu out and full at the right time?

  Yes

  No

  N/A

• • Breakfast is available from open until 11am.
  • Correct breakfast POS is in place.
  • Filled croissants, fresh fruit pots, granolas, porridge and pastries are available.
  • After 11am only pastries are moved to till point in a basket to sell through.
  • Deli counter top shelf - fresh pastries
  Deli counter bottom shelf - all other items
  • A limited selection of deli products are still available from store opening.
  
  Section Eight Brand Standards Manual/ Specs Manual/ Campaign Guide/ Perfect Merchandising

• 8.2 Are all products made to specification?

  Yes

  No

  N/A

• No unapproved products are displayed
  Section Eight Brand Standards Manual/ Specs Manual/ Campaign Guide
  

• 8.3 Is all POS correct?

  Yes

  No

  N/A

• • Customers are able to identify prices and deals easily.
  • External breakfast A board showcasing hero products and deals.
  • Price labels and other POS are available.
  
  Section Eight Brand Standards Manual/ Campaign Guide/ Perfect Merchandising

• 8.4 Are deli sandwiches available at the right time?

  Yes

  No

  N/A

• • A limited selection of deli products are available from store opening to 11am.
  • By 11am all deli products are fully stocked.
  • Breakfast poster is replaced with deli poster.
  • Store offers customers a range that gives them choice from the spec manual.
  • If a product runs out the team member offers an alternative.
  • Top shelf - Traybakes, meringues, paninis or buns n rolls.
  Bottom shelf - Baguettes, Baps and doorsteps.
  • Granolas, yoghurts and birchers can be used in afternoon displays.
  
  Section Eight Brand Standards Manual/ Specs Manual/ Campaign Guide/

• 8.5 Is the correct POS being used for the counter?

  Yes

  No

  N/A

• • Customers are able to identify prices and deals easily.
  • External lunch A board showcasing hero products and deals.
  • Price labels and other POS are available.
  • Internal A4 deli menu on top of the deli bar.
  • Menu boards and slats where applicable.
  
  Section Eight Brand Standards Manual/ Campaign Guide/ Perfect Merchandising

• 8.6 Is the counter clean and crumb free?

  Yes

  No

  N/A

• • The counter glass is clean and free from smears.
  • Crumbs are removed with blue role and boards are clean and organised.
  
  Section Eight Brand Standards Manual/ Food Safety Manual/ Perfect Merchandising

• 8.7 Is the correct packaging being used?

  Yes

  No

  N/A

• • Products are displayed, wrapped or put in Warrens Bakery approved items.
  
  Section Eight Brand Standards Manual/ Specs Manual/ Campaign Guide/ Perfect Merchandising

• 8.8 Is the correct day parting of POS taking place in store?

  Yes

  No

  N/A

• • A boards
  • A3 window poster
  • Products - appropriate products for AM and PM displays
  • A4 Clipboards
  
  Section Eight Brand Standards Manual/ Specs Manual/ Campaign Guide/ Perfect Merchandising

9.0 Coffee

• 9.1 Is the equipment clean?

  Yes

  No

  N/A

• • The coffee machine is visibly clean.
  • The correct cleaning equipment and chemical is used for the type of machine.
  • Steam wands are clean to standard.
  • Hoppers and grinders are visibly clean.
  
  Section 9 Brand Manual/ Coffee Manual

• 9.2 Are WB approved Coffee, Teas and Syrups being used?

  Yes

  No

  N/A

• • No other products that aren't approved by Warrens Bakery are being used in store.
  Approved items:
  1860 Coffee Blend
  PR Decafe Sachets
  1883 Routin Syrups
  London Tea Company
  PG Tips (Breakfast Tea only)
  
  Section 9 Brand Manual/ Coffee Manual

• 9.3 Does the store have all props?

  Yes

  No

  N/A

• • Blue and yellow cloths
  • Group head brush
  • Timer and scales
  • Cups/saucers/small wares
  • Shot glasses and milk jugs
  • Take away cups/lids
  
  Section 9 Brand Manual/ Coffee Manual

• 9.4 Is the drink menu on show?

  Yes

  No

  N/A

• • Stores with menu boards must display this at all times and in a way as instructed in the most recent campaign guide.
  • A4 menu posters should be displayed for stores without menu boards.
  
  Section 9 Brand Manual/ Coffee Manual

• 9.5 Are all cups clean?

  Yes

  No

  N/A

• • Cups are free from stains before being displayed out front for use.
  
  Section 9 Brand Manual/ Coffee Manual

• 9.6 Does the team know the correct coffee shelf life information?

  Yes

  No

  N/A

• • Opened coffee bag – 48hours in an airtight container
  • Beans in hopper - 4 hours.
  • Ground coffee in chamber – 1 hour
  
  Section 9 Brand Manual/ Coffee Manual

• 9.7 Are the grind, dose and extraction to WB standard?

  Yes

  No

  N/A

• • Team member knows how to check the grind and dose
  • Grind extraction is between 18-24 seconds
  • Dose is set to 35g
  
  Section 9 Brand Manual/ Coffee Manual

10.0 Tills and Impluse

• 10.1 Is taste and try actively sampled with POS?

  Yes

  No

  N/A

• • A slate is used to showcase the product.
  • The product is cut up the product evenly.
  • A whole product is on the slate to show the customer what it is they might purchase.
  • A metal barker is available next to the product to show the price.
  • Taste and Try POS is present on the slate.
  • Team members are actively talking about the products to customers.
  
  Section 10 Brand Manual/ Amazing Service

• 10.2 Are loyalty cards on offer?

  Yes

  No

  N/A

• • Loyalty cards are pre-stamped at the till ready for customers to take with them.
  • Team members offer loyalty cards at the end of each transaction for those who do not have one.
  
  Section 10 Brand Manual/ Amazing Service

• 10.3 Are pick up lines available?

  Yes

  No

  N/A

• Each campaign will bring different pick up lines to use at till point, common pick-up lines include;
  • 3 Doughnuts for £2
  • 3 for 2 on Large Sausage Rolls
  • Delisted items you have pre-packed and reduced in price.
  • Crisps
  • Retail items
  • These products are showcased in baskets or buckets and be actively upsold to each customer by team members.
  
  Section 10 Brand Manual/ Amazing Service/ Perfect Merchandising/ Campaign Guide

• 10.4 Is the till area clean, tidy & organised?

  Yes

  No

  N/A

• • The till area is regularly checked by team members.
  • The till area is symmetrical, free of crumbs, with all items on show.
  
  Section 10 Brand Manual/ Amazing Service/ Perfect Merchandising/ Campaign Guide

• 10.5 Are tills in good repair and showing correct marketing?

  Yes

  No

  N/A

• • Tills are in good working condition.
  • Tills with customer facing screens are showing the correct marketing slide show.
  
  Section 10 Brand Manual/ Amazing Service/ Perfect Merchandising/ Campaign Guide

11.0 Customer Service

• 11.1 Were customers greeted within 30 seconds of entering the store?

  Yes

  No

  N/A

• • Customers who are queuing are acknowledged either verbally i.e. 'ill be with you in just a second' or similar phrase, or with eye contact and a smile.
  • Acknowledgment is achieved up to the 3rd customer before support is called.
  • Service is not robotic,
  
  Section 11 Brand Manual/ Amazing Service

• 11.2 Are the staff preforming the correct tasks?

  Yes

  No

  N/A

• During peak;
  • All team are on front counter ready to serve and are customer focused.
  • Team are aware of peak trading times and are not task focused during these times.
  
  Section 11 Brand Manual/ Amazing Service

• 11.3 Team breaks should happen outside peak times, is this adhered to?

  Yes

  No

  N/A

• • Check the store rota and/or daily shift plan highlights peak trading hours IF this is different to 11am-2pm.
  • Team members are not taking breaks between peak trading hours.
  
  Section 11 Brand Manual/ Amazing Service

• 11.4 Are staff upselling?

  Yes

  No

  N/A

• • Every transaction has at least one upsell.
  • Teams offer one current promotional offer to every customer. These are adapted depending on what the customer is buying e.g. if a customer buys 1 doughnut offer them 3 for £2.
  • If promotions are not relevant to offer, team offer customer a pick-up line, i.e. three doughnuts, crisps etc.
  
  Section 11 Brand Manual/ Amazing Service

• 11.5 Are staff in correct uniform and presented professionally?

  Yes

  No

  N/A

• • Wearing branded Warrens Bakery shirt
  • Wearing branded Warrens Bakery apron
  • Wearing smart black trousers or skirt (no more than 2 inches above knee, No leggings, jeggings jeans or cropped trousers)
  • Wearing WB branded cap
  • Hair neatly tied up & clean.
  • Beard kept short or covered with snood if more than 1 inch long.
  • Nails short, clean & natural. Varnish free no false nails or extensions.
  • Name badge is worn at all times on apron. (clear tape, white font)
  • Flat sensible black shoes or trainers, these are fully enclosed toe & heel. Leather or leather type material. No large logos. No canvas or crocs.
  • Only jewellery permitted is plain wedding band. Jewellery worn for medical reasons must be supported by medical certificate to your above store level
  lead and kept in personnel file.
  • No strong perfume or aftershave.
  • All uniform is freshly laundered.
  • Tattoos are non-offensive.
  
  Section 11 Brand Manual/ Amazing Service

• 11.6 Are all staff thanking customers & encouraging customers to return?

  Yes

  No

  N/A

• • Team members say “thanks” or “thank you”
  • Team members encourage customers to return by saying “see you again soon” or something similar.
  
  Section 11 Brand Manual/ Amazing Service

• 11.7 Are all staff saying the correct change when giving it to the customer?

  Yes

  No

  N/A

• • During a transaction the team member communicates the money being handled.
  • Where customers pay with cards only the customer should handle there card and place in chip & pin device.
  • Where customers require a receipt this should be printed off.
  
  Section 11 Brand Manual/ Amazing Service

• 11.8 Is the shift leader leading the shift and easily recognisable?

  Yes

  No

  N/A

• • The person leading the shift is taking control and deploying team members correctly.
  • The person leading the shift direct team to stations and makes strong business decisions.
  • They ensure they get great service from their teams and that their teams are following brand standards at all times.
  
  Section 11 Brand Manual/ Amazing Service

• 11.9 Do the team have good product knowledge?

  Yes

  No

  N/A

• • When customers ask questions regarding our products our team members can answer them confidently.
  
  Section 11 Brand Manual/ Amazing Service

• 11.10 Are complaints dealt with, do team use HEART?

  Yes

  No

  N/A

• • Hear, empathise, apologise, respond and thank.
  • Team members handle complaints correctly.
  
  Section 11 Brand Manual/ Amazing Service

• 11.11 Is there good communication within the team? Daily targets, promotions etc.

  Yes

  No

  N/A

• • Team verbally communicate efficiently and work well together.
  • Store notice board is in place communicating daily shift planner, weekly rota, daily/weekly targets, current campaign guide and 'All you Knead' newsletter.
  
  Section 11 Brand Manual/ Amazing Service

• 11.12 Are team members actively driving sales in quiet periods?

  Yes

  No

  N/A

• • Team are deployed to taste and try, voucher or shout outside the store to drive customers in.
  • Team are actively sampling products at the till.
  • Team are giving vouchers after each transaction.

12.0 Bread Boxes

• 12.1 Are bread boxes prepped correctly?

  Yes

  No

  N/A

• • Bread is readily available.
  • Tins, retail items and bread box inserts are used to fill any empty bread boxes.
  
  Section Twelve Brand Manual/ Perfect Merchandising/ Campaign Guide

• 12.2 Is all correct POS in place?

  Yes

  No

  N/A

• • Bread pins are used to display bread labels.
  • Each type of bread has a label but are not displayed in EVERY loaf.
  
  Section Twelve Brand Manual/ Perfect Merchandising/ Campaign Guide

• 12.3 Are products displayed correctly?

  Yes

  No

  N/A

• • Bread is not stacked in a uniform fashion but random to give a rustic feel.
  • Bread boxes are kept clean and tidy.
  • Bread boxes are refilled or re merchandised according to store needs.
  
  Section Twelve Brand Manual/ Perfect Merchandising/ Campaign Guide

• 12.4 Are bread box inserts used effectively?

  Yes

  No

  N/A

• • A mix of core and campaign messaging is used.
  • Campaign messaging is in line with the current campaign.
  
  Section Twelve Brand Manual/ Perfect Merchandising/ Campaign Guide

13.0 Admin

• 13.1 Has an audit been taken in the last month?

  Yes

  No

  N/A

• • Communication boards shows the most recent audit taken place by the store manager or above store lead in the last month.
  
  Section Thirteen Brand Manual

• 13.2 Is an action plan available?

  Yes

  No

  N/A

• • The action plan is kept with the audit on the communications board.
  • The action plan has been set out clearly with dates of completion and who will complete each action.
  
  Section Thirteen Brand Manual

• 13.3 Is the Health and Safety law poster in place and complete?

  Yes

  No

  N/A

• • This is placed in the staff area with the stores health and safety representatives details filled in.
  • This is a legal requirement.
  
  Section Thirteen Brand Manual

• 13.4 Is the customer care, environment and insurance policy on show for customers to see?

  Yes

  No

  N/A

• • These are placed front of house in a secondary location where customers can read them (usually by the entrance) and in silver snap frames.
  • They must NOT be put up with blue/white tac.
  
  Section Thirteen Brand Manual

• 13.5 Are all staff members signed off on Baking Brilliance in the first 3 months?

  Yes

  No

  N/A

• • All team members have completed and been signed off on their Baking Brilliance books.
  • New starters do not need to be checked.
  
  Section Thirteen Brand Manual

• 13.6 Are all day dots applied to all items in store?

  Yes

  No

  N/A

• • Each day dot has the quantity of product produced/taken out with a clear date of when the product goes out.
  • Day dots are removed once the product has sold or out of date.
  • Planner is laminated and kept out of customer view but accessible to team.
  • Any other products that are open in store also have a day dot on the packaging outlining its discard date.
  
  Section Thirteen Brand Manual