Restaurant industry competition has always been fierce, and it’s getting tougher. In a recent National Restaurant Association survey, 45% of operators expected competition to be more intense in 2024 than it was last year. Delivering an exceptional restaurant customer experience is the key to coming out on top. Consistent and high-quality service solidifies your brand reputation and creates loyal patrons; a single bad experience can send a customer to the competition forever. To win, managers must define brand standards and ensure that all aspects of their operations meet or exceed them. It’s a complex task, but it’s the only way to guarantee success. This is where the power of checklists comes into play. By creating and implementing detailed front and back of house checklists, restaurants streamline their operations, uphold cleanliness and safety standards, and provide impeccable service. They create a consistent, positive overall customer experience that boosts revenue by encouraging repeat visits and brand loyalty.
Make Every Meal Special with Front of House Checklists
Front of house is the face of your restaurant. It’s where first impressions are made and customer interactions occur. A positive restaurant customer experience depends on efficient and friendly service. Hold employees accountable for providing a great experience with a wide range of checklists. Every company will want to create their own set of checklists and customize the items on them, but there are some that are applicable to any establishment from quick service to fine dining. We’re sharing our favorites, along with a few items to help you kick off each one.
Greeting & Seating
Set a warm tone for the overall dining experience. Create a great initial interaction with a welcome that says, “Welcome. We know you’ve made a choice, and we’re glad you’re here.”
Include these items on your Greeting & Seating Checklist:
- Host/hostess duties: Greet customers promptly and warmly and confirm reservations.
- Readiness of waiting area: Ensure the waiting area is tidy, with comfortable seating and up-to-date promotional materials.
- Preparation of table settings: Verify that tables are set correctly, with clean tableware, napkins, and menus.
Ordering & Serving
Accuracy and efficiency in order-taking create a smooth dining experience. Mistakes lead to customer dissatisfaction and negatively impact the restaurant customer experience.
Include these items on your Ordering and Serving Checklist:
- Server preparedness: Servers must be ready for their shift with proper attire, notepads, and pens.
- Table check-ins: Require servers to check in with their assigned tables at regular intervals to address customer needs and ensure satisfaction.
- Timely clearing: Ensure that tables are promptly cleared and reset between customers to maximize turnover, minimize wait times, and maintain a pleasant atmosphere.
Dining Area
A clean and inviting dining area anticipates dining needs and provides a pleasant experience for guests.
Include these items on your Dining Area Checklist:
- Regular cleaning schedules: Implement a routine for sweeping floors, wiping tables, and cleaning chairs throughout the day.
- Checking tableware, linens, and on-table condiments: Regularly inspect these items and replace them as needed.
- Updated promotional materials: Regularly check and update signage, menu inserts, and table tents to ensure they are in good condition and reflect new seasonal menu items.
Bathroom Cleanliness
Considered symbolic of attention to detail, clean bathrooms have been found to be “very important” or “fairly important to nearly three out of four diners. A well-kept dining area and sparkling bathrooms reflect your overall commitment to quality and hygiene, significantly impacting restaurant customer experience.
Include these items on your Bathroom Cleanliness Checklist:
- Regular cleaning and sanitizing: Clean and sanitize toilets, sinks, and countertops. Mop the floors and ensure they are free of spills and debris. Wipe down mirrors and other surfaces to remove fingerprints and smudges.
- Restocking supplies: Ensure toilet paper, paper towels, and hand soap are fully stocked. Refill air fresheners or replace them if necessary. Check and restock any other amenities, such as feminine hygiene products or baby changing supplies.
- Maintenance and functionality: Check that all fixtures, such as faucets and toilets, are in proper working order. Inspect for any leaks, clogs, or other maintenance issues and address them promptly. Ensure all trash bins are emptied regularly and are not overflowing.
Checklists Boost Back-of-House Efficiency and Safety
The back of house is the engine of your restaurant. Streamline and optimize back of house processes with checklists to assure food quality and maintain safety protocols that directly and indirectly contribute to restaurant customer experience.
Food Preparation
Consistent food preparation practices contribute to the overall satisfaction of customers by delivering dishes that are not only delicious but also visually appealing.
Include these items on your Food Prep Checklist:
- Portion control: Use standardized portion sizes to ensure uniformity in every dish. Train kitchen staff to measure ingredients accurately, using tools like portion scales, scoops, and ladles. This does more than help maintain the taste and appearance of dishes. It also keeps food costs under control.
- Recipe adherence: All dishes must be prepared following standardized recipes to maintain consistency in flavor, texture, and appearance.
- Garnishing and plating: Use brand-defined garnishes and plating techniques that enhance the visual appeal of your menu items.
Food Safety
Proper food preparation and safety protocols prevent foodborne illnesses and protect your brand’s reputation.
Include these items on your Food Safety Checklist:
- Ingredient freshness: Check that all produce, meats, and other perishables are within their use-by dates. Discard any items that do not meet quality standards.
- Proper storage: Keep ingredients at appropriate temperatures and conditions to maintain their quality and safety. This includes organizing storage areas to prevent cross-contamination and a label printing system for easy identification.
- Cooking procedures: Establish and enforce standardized cooking procedures to ensure consistency and safety.
- Temperature checks: Regularly monitor and record the temperatures of refrigerators, freezers, and cooked foods to ensure they are within safe ranges. Use calibrated thermometers to check and create a restaurant kitchen temperature log.
- Hygiene and sanitation: Ensure all kitchen staff adhere to strict hygiene standards, including regular hand washing.
Kitchen Cleanliness & Organization
Insisting on a clean and organized kitchen environment impacts customer experience while preventing on-the-job injuries. A well-maintained kitchen ensures food safety and improves efficiency, enabling staff to deliver high-quality meals promptly.
Include these items on your Kitchen Cleanliness & Organization Checklist:
- Cleaning schedules: Define tasks and frequency for all kitchen areas including floors, countertops, and cooking stations, and for deep cleaning tasks such as scrubbing ovens, hoods, and refrigerators.
- Equipment maintenance: Your restaurant maintenance checklist should include inspection and maintenance of all kitchen equipment to ensure it is in good working order. The Scheduling of routine checks for appliances like ovens, grills, fryers, and refrigerators, and promptly addressing any repairs or replacements needed to avoid downtime and safety hazards.
- Inventory management: Use a systematic approach to track inventory levels. Rotate stock to use older items first. Develop storage conditions to maximize shelf life and maintain the quality of ingredients.
Support Audits and Boost Accountability with Checklists
Checklists are the best way to maximize the effectiveness of regular store visits. They Managers who use checklists to systematically review operations in front and back of house ensure that all aspects of restaurant operations comply with brand standards and identify potential issues before they can pose problems to restaurant customer experience.
Paper and pen checklist systems have been widely used for years but there are significant drawbacks. The data is flawed. “Pencil whipping,” in which employees quickly mark tasks as completed without performing them, is always a risk. Compiling and analyzing results is cumbersome, creating challenges around trend identification. Unable to reach conclusions, managers file inefficient and ineffective reports without taking action.
In contrast, DailyChex, MeazureUp’s digital checklist solution offers numerous advantages, especially when used in combination with AuditApp, our field assessment tool. By clearly outlining daily tasks and standards, digital checklists provide a tangible way to hold employees accountable for required procedures. These modern systems are easy to use, allowing staff to quickly and accurately complete their tasks. Digital systems enable shared data across the organization, providing real-time visibility into operations. Built-in photo and video features offer proof of task completion and verify adherence to standards. Through automated reports and data analysis tools, digital checklists make it simple to notice trends, such as recurring issues or areas in need of improvement, and to share that information up and down the chain of command.
Are you ready to discover how digital checklists can create a consistently outstanding restaurant customer experience across locations? Schedule a demo of MeazureUptoday.
