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Hospitality
1. Friendly Greeting
Friendly Greeting Received
2. Appreciative Closing
Words Of Appreciation
Friendly Tone
Smile
3. Employees Behaving Professionally
No Eating/Drinking On Food Line
No Horseplay
No Smoking Behind Counter
No Cell Phone Usage (Talking/Texting)
No Cursing
No Chewing Gum
No Unsanitary Food Practices
4. Treated Respectfully/Focused Attention
Rude Behavior
Witnessed Argument
Employees Behaving Professionally
Cashier Attentive
Cashier Focused On Providing Good Service
Tone Friendly
Smile (Either Physically Or Through Body Language)
Words Friendly
Eye Contact
5. Employee Appearance
Wearing Complete Uniforms
Uniform Clean And Neat
Well Groomed Team
Displayed Good Personal Hygiene
6. Transaction Correct
Charged Wrong Amount
Incorrect Change Given
Product Quality
1. Out of Product
Item On Menuboard But Not Available
2. Order accurate - Did you receive what you ordered?
Wrong Item
Missing Item
Incorrect Ingredients
3. Appearance
Fresh, Moist, Tender
Acceptable Color
No Clumping
4/5 Portioning/Temperature
All Food Items Meet Minimum Requirements |
Cleanliness and
Maintenance
1. Parking Lot/Landscape:
Exterior Cleanliness
Parking Lot
Landscaping
Overflowing Trash Receptacles
Sidewalks
Dumpsters/Unattended Trash/Overflowing Dumpsters
2. Building Exterior:
Windows
Doors
Exterior Lighting
3. Drive Thru Area:
DT Speaker
DT Lane Litter Free
DT Menuboard
4. Front Counter/Lobby
Floors – Clean; If Wet – Caution Wet Floor Sign Used
Ceiling
Décor
Light Fixtures/Vents
Walls
5. Self Service Area
Self Service Area Clean
Well Stocked
6. Dining Room
No Excessive Unbussed Tables
No Trash On Floor
7. Restroom
Facilities in Good Working Order
Well Stocked Supplies
No Excessive Trash on Floor
No Standing Water on Floor
Speed of Service (SOS)
1. # of Customers in Queue
2. Were You Greeted w/in 5 Seconds?
3. Time Waiting To Order
4. Time to Assemble Your Order
5. # of Customers at Counter
6. Time at Register
7. Total Service Time
8. Time to Temp Products
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