Detailed Store Visitation Report

STORE SCORE % GRADE

P P
DATE/ TIME OF VISIT S S
MANAGER / FRANCHISEE Q Q
M M
SUPERVISORS GRADING – A = 91-100%, B = 85-90.9%, C = 75-84.9%, U = 0-74.9%

Scoring the visit: Meets standard = full points Needs improvement = ½ points Does not meet standard = 0 points If N/A then full points awarded
PRESENTATION
AREA COMMENTS
CUSTOMER
Approach to store (footpath, windows, signage, entry)
/3
Seating area (tables and chairs) – clean/good repair
/6
Marketing materials (approved, menus)
/2
Floors, Walls, Windows, Ceiling – clean/good repair
/3
Front Counter (Glass, Stainless, Tiles, cash register)
/2
Signage and Lighting – clean/good repair/dimmed
/3
Toilets (Clean and in good repair)
/3
SERVICE & COUNTER DISPLAY /22
Cash register (uncluttered, EFTPOS)
/2
Drinks display stocked, organised)
/2
Refrigerated Pizza cabinet fully stocked and clean
/2
Packaging (approved, organised)
/2
Menus in good condition (no handwritten changes)
/2
Counters & Cupboards – clean/good repair
/2
Shelving (organised, clean, stocked)
/2
Marketing materials (menus, promotional products, table numbers, no handwritten
messages) /4
Floors, And Splashbacks – clean/good repair (no stock on floor)
/4
A/C/ ventilation - clean/good repair
/2
Walls, Windows and Ceiling – clean/good repair
/2

KITCHEN & PREP /30

Equipment (Refrigerated display unit, Pizza oven, dough machine, hotplate,
Fridge/Freezer, microwave, exhaust, pressure cooker, refrigerated bench, mixer – 2
Points Each) – clean/good repair /20
Pizza trays in good condition and adequate
/1
Cooking trays in good condition & adequate
/1
Cleaning Equipment and Chemicals (schedule in place and being used and
chemicals stored separately) /1
Counters, Cupboards & Shelves – clean/good repair
/2
Floors, And Splashbacks – clean/good repair
/4
Walls, Windows and Ceiling – clean/good repair
/4
Dry Storage
/3
Refrigeration unit 1 (seals, organised, clean, timers, condensers, glass)
/4
Refrigeration unit 2 (seals, organised, clean, timers, condensers, glass)
/4
Hand Wash Basin - clean/ fully stocked/ good repair
/1
Sink & Wash-up (Including Silicone) – clean/good repair
/2
STORE ROOM /45
Floors, Walls, Windows and Ceiling – clean/good repair
/2
Shelves and Cupboards & Refrigeration– clean/good repair
/1

TOTAL POINTS ACHIEVED - Presentation

/100

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Detailed Store Visitation Report

SERVICE
TOTAL POINTS
STEP
ACHIEVABLE
1. GREET THE CUSTOMER AT THE COUNTER or OVER THE PHONE. SAY HELLO & MAKE THE CUSTOMER FEEL
WELCOME - Smile and greet the customer as a person as soon as possible. If serving another customer make sure you 1
acknowledge customers that are waiting.
2. Explain the service process – Get the phone number for phone orders and verify if a pre-existing customer and that
1
details are correct
3. GIVE MENU TO CUSTOMER and EXPLAIN THE MENU AND MONTHLY SPECIALS – This gives customers the time
to review menu 1

4. TAKE CUSTOMERS ORDER – Explain the specials and menu characteristics 1

5. SUGGESTIVE SELL - Suggest a side order or any promotion that we are running. 1
6. RECEIVE PAYMENT – State the amount of the order. If cash payment state the amount again and the amount given
to you, lay the notes across the till until change is given. FOR EFTPOS – Explain the card surcharge and check that the
customer is happy with this charge. Ask the customer if they would like to tap’n’Go, ask the customer if they would like a
1
receipt. Thank customer and let them know you will bring their meal to the table.
For phone orders add delivery charge and credit card surcharge - take credit card details and enter into terminal.
Some payments can be made when product is delivered (ensure drivers have change & eftpos facilities working)
7. Let customer know how long the order will take

7. DELIVER ORDER TO CUSTOMERS – Repeat the order to the customer when handing it to them 1

9. THANK CUSTOMER & GIVE THEM A REASON TO COME BACK 1

GREET TIME– Time it taken to Greet the customer. (Time must be under 1 minute or less than 6 rings on the phone)
ORDER TIME – Time from beginning to end of transaction after customer transaction has begun. (Are customers served in an acceptable time limit)
Note: Any times outside the critical limit will void points for specific reading

INSTRUCTIONS: Observe Team Members service for full duration of visit including ‘peak’ and ‘off peak’ times

GREET TEAM ORDER

# COMMENTS 1 2 3 4 5 6 7 8 9
TIME MEMBER TIME ✓/
1
/11
2
/11
3
/11
4
/11
5
/11
6
/11
7
/11
8
/11
9
/11
10
/11

Total for each service section and average times /110

Points Allocation Guide: 1 point for each step demonstrated

General Check
AREA COMMENTS

Team Uniforms (2 points for each staff member) Good

/6

POS marketing in line with national standards

/6

Customer Interaction – Greet customers with a friendly greeting

/6

Sales focussed – projected sales set and being measured, adjustments made
/6

All team show concern for speed, quality and accuracy - Teamwork
/6

Section Total
/30

TOTAL POINTS ACHIEVED - Service

/140

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Detailed Store Visitation Report
QUALITY
Quality and storage check
ITEM
Checking storage, quality, evidence of Storage Quality 1 POINT
Comments
rotation and approved products ✓/ ✓/ EACH

• Prawns
/2

• Pulled Lamb
/2

• Beef
/2

• Italian Sausage
/2

• Chicken
/2

• Peperoni
/2

• Bacon
/2

• Prosciuto
/2

• Bacon
/2

• Salami
/2

• Ham
/2

• Pork
/2
• Eggs
/2
• Olives
/1
• Onion
/2
• Feta cheese
/1
• Gorgonzola cheese
/1
• Bocconcini cheese
/1
• Vegan cheese
/1
• Cheese
/2
• Mushrooms
/2
• Tomato
/2
• Cherry tomato
/1
• Sundried tomato
/1
• Pineapple
/2
• Shallots
/1
• Carmelised onion
/1
• Peppers/ jalapenos
/2
• Red & Green Capsicum
/2
• Eggplant
/1
• Artichoke
/1
• Avocado
/1
• Asparagus
/1
• Spinach/Rocket
/2
• Zucchini
/1
• Baby spinach
/1
• Figs
/1
• Corn
/1
SUB TOTAL
/60

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Detailed Store Visitation Report
SAUCES
Sauces are rotated according to "First In First
Out" (FIFO). They are kept in clean containers. /2
• BBQ Sauce
/2
• Tomato base /2
• Garlic
/2
• Olive
/2
• Satay
/2
• Cream cheese
/2
• BBQ sauce
/2
SUB TOTAL
/16

FOOD SAFETY
Raw and Cooked food handled separately & with
separate utensils /3
First in- First out (FIFO) rotation used for all stock
/3
All food stored in food grade containers and no
open containers unsealed /3
Correct hand washing procedures and correct use
of gloves evident /3
Day dots being used
/3
Cooking times and temperatures
/3
Pest control (insects, no evidence of rodents and
regular servicing occurring) /3
Storage minimums – shelf life, dates
/3
General storage area & backroom areas are
neatly arranged and in good repair. /6
Minimum daily checks completed
/10
Section total score
/40
Equipment Check
FULLY
MAINTENANCE EVIDENCE
ITEM – full or 0 points only TEMP READING ✓/ OPERATIONAL
CYCLE (✓/)
✓/
BOH Fridge/ Cool Room 1˚ – 4˚c Bi-annually
/2
BOH Fridge – under bench 1˚ – 4˚c Annually
/2
BOH Freezer -15˚ – -23˚c Bi-annually
/2
FOH Fridge/ Display 1˚ – 4˚c Bi-annually
/2
Pizza Oven 250˚c Annually
/3
Pizza Oven Time 5’10 Annually
/2
Pressure cooker 180˚c Annually
/1
Cook top 180˚c Bi-annually
/1
Store room fridge 1˚ – 4˚c Bi-annually
/1
Drink Fridge 1˚ – 4˚c Bi-annually
/1
Fire Extinguisher + Fire Blanket Annually
/1
Exhaust Hoods Annually
/1
Dishwasher Bi-annually
/1

/20 Total score

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Detailed Store Visitation Report
COOKING
TOTAL POINTS
STEP
ACHIEVABLE
Prepare dough and spread correctly 1

Apply correct sauce 1

Follow process for toppings with correct toppings 1

Storage on rack 1

Cooking time 1

Cutting/Assembly 1

Presentation 1

Announce on Pass 1

Clean up 1

INSTRUCTIONS: Observe Kitchen Team Members for full duration of visit including ‘peak’ and ‘off peak’ times
KITCHEN
# TEAM COMMENTS 1 2 3 4 5 6 7 8 9 COOKING TIME
MEMBER
1
/9
2
/9
3
/9
4
/9
5
/9
6
/9

Total for ops procedures for each product observed /54

Points Allocation Guide: 1 point for each step demonstrated

Quality Check
PRODUCT - (if no product tested,
PRESENTATION TASTE
then full points)
Comments: <TO CHECK 2 PRODUCTS
List product tested :
FROM ABOVE> 5 each

TOTAL SCORE /10

TOTAL POINTS ACHIEVED - Quality

/200

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Detailed Store Visitation Report

MANAGEMENT

AREA COMMENTS

Checklists being used (Opening, Service & Kitchen, Cleaning, Closing)

/20

Ordering System (Correct Build-To’s, Correct food prep used and in folder)
/10
Communication (Pre-shift staff meetings one on one, Feedback at end of shift,
noticeboards updated, Memos posted and signed, On shift communication) /10
Sales ( Sales sheet posted & updated, specials offered, Suggestive sell featured item,
using tools to drive sales) /20
Overall Management (Travel paths every 30 minutes, comps offered, Management
handling customer complaints, Pro-active) /10
Controllable ( Prepared for Weekly meeting, Labour targets met, stock takes
completed, stock levels, below 25%, Food cost in line with optimum, Action plans in
place, cash +- less than .50c/day) /20

Staffing (Staffing levels, Culturally right for business, Teamwork, Rostering, Payroll )
/10

TOTAL POINTS ACHIEVED - Management

/100

PSQ STANDARDS

Presentation

Service

Quality

Management

Action items

Back Area Front Area

I Love Pizza 1-11-20

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