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Hospitality
1. Friendly Greeting
Friendly greeting received - Must Include Eye Contact And Smile
A 2nd greeting at DT window
Friendly Greeting With Eye Contact Received By Each Customer
You Were Thanked After Cashier Taking The Money
2. Appreciative Closing
Words of appreciation after taking your money?
Tone friendly
Smile
3. Employees Behaving Professionally
No eating/drinking on food line
No horseplay
Smoking behind counter
Cell phone usage (talking/texting)
Cursing
Chewing Gum
Unsanitary food practices
4. Treated Respectfully/Focused Attention
Rude Behavior
Witnessed Argument
Employees behaving professionally
Employees showing hustle
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 (MUST Have Name Tags)
Uniform Clean and Neat
Well groomed Team
Displayed good personal hygiene
Name Tags Are Printed And Not Handwritten
6. Transaction Correct
Charged Wrong Amount
Incorrect change given
Did you receive utensils/napkins or directed to the service area
Cashier Repeated Order
Product Quality
1. Out of Product
Item On Menu board But Not Available
2. Order accurate - Did you receive what you ordered?
Wrong Item
Missing Item
Incorrect Ingredients
3. Appearance
Fresh, Moist, Tender In Appearance And Taste
Acceptable color
Without excessive shortening
Breaded properly |
4. Portioning
TB – Weight, in ounces, for Items 1, 2, 3, 4
Containers Properly Filled And Closed
5. Temperatures
KFC – Temperature only for Entrée, hot side, cold side, bread
TB – Temperatures for Item 1, 2, 3, 4
DRINK for both
Bone-In Chicken/Sandwiches 135+
Boneless 125+
MP&G, Green Beans, Corn Cob, Baked Beans 135+
Biscuit, Wedges 125+
Cold Sides 32-50
Cleanliness and Maintenance
1. Parking Lot/Landscape:
Exterior Cleanliness
Parking Lot
Are There Potholes In The Parking Lot?
Landscaping
Overflowing trash receptacles
Dumpster Doors Closed/Unattended Trash/Overflowing Dumpsters
2. Building Exterior:
Windows
Doors
Exterior Lighting
Sidewalks
POP/Decal Cleanliness And Maintenance
DT Pad And Window Clean And Neat
3. Drive Thru Area:
DT Speaker
DT Lane litter free
DT Menu board
4. Front Counter/Lobby/Dining Room
Floors – clean; If wet – Caution Wet Floor sign used
Ceiling
Décor
Light Fixtures/vents
Walls
Dining Room clean and maintained
POP/Decal cleanliness and maintenance
Doors and Windows Clean
5. Self Service Area
Self Service area clean
Stocked
Restroom Clean & Stocked
counter area free of clutter
Salad Case Clean
Speed of Service (SOS)
1. Were you greeted within 5
seconds? (NO TOLERANCE FACTOR)
2. Customer Count, including
yourself
3. Total Time - Order time must be
60 seconds or less AND delivery time must be 60 seconds or less OR
total time must be 2 minutes per customer or less. |
